HiPath ProCenter Administrator Guide - the HiPath Knowledge Base

Administrator GuideHiPath ProCenter Standard and Advanced SuitesVersion 5.1 SMR BOctober 2003G281-0810-02

WarningHackers who unlawfully gain access to customer telecommunications systems are criminals. Currently, we donot know of any telecommunications system that is immune to this type of criminal activity. Siemens AG willnot accept liability for any damages, including long distance charges, which result from unauthorized use.Although Siemens has designed security features into its products, it is your sole responsibility to use thesecurity features and to establish security practices within your company, including training, securityawareness, and call auditing.Siemens sales and service personnel, as well as Siemens business partners, are available to work with youto help you guard against this unauthorized use of your telecommunications system.October 2003Job No. 5227No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or byany means, mechanical, electronic, photocopying, recording, or otherwise, without prior written permission ofSiemens. The software described in this publication is furnished under a license agreement and may be usedonly in accordance with the terms of that agreement.Request Siemens publications from your Siemens representative or the Siemens branch serving you.CallBridge, PhoneMail, RésuméRouting and ProCenter are registered trademarks, and Prompt Response isa trademark of Siemens Information and Communication Networks, Inc.Hicom and Siemens are registered trademarks, and HiPath is a trademark of Siemens AG.All other trademarks and company names are the property of their respective owners.Copyright © Siemens AG 1999–2003. All rights reserved.

Nur für den internen GebrauchMAGHIST.FMHistory of ChangesHistory of Changes 0Revision Number Date SummaryG281-0810-02 October 2003 Updated for Version 5.1 SMR B.G281-0810-01 March 2003 Updated for Version 5.1 SMR A.G281-0810-00 December 2002 Original publication.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 0-1

MAGHIST.FMHistory of ChangesNur für den internen GebrauchG281-0810-02, October 20030-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGbookTOC.fmContentsContents 01 About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11.1 Who Should Use This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11.2 How To Use This Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11.3 Related Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-31.4 Formatting Conventions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-51.5 Documentation Feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5Part 1 ProCenter Suite Concepts2 Overview of the Administrator application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12.1 Introducing the ProCenter Suite and the Administrator Application. . . . . . . . . . . . . . . 2-12.1.1 Administrator Application Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-22.1.2 Using the Administrator Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-32.2 Skills-Based Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-42.3 System Requirements for Server Machines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-42.3.1 Auxiliary Server Machine. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-52.4 SID-enabling Features for the ProCenter Suite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-52.4.1 SID Options for Entry Suite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-62.4.2 SID Options for Standard Suite. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-62.4.3 SID Options for Advanced Suite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-62.5 Features Available with the HiPath ProCenter Suite . . . . . . . . . . . . . . . . . . . . . . . . . . 2-72.5.1 RésuméRouting and RésuméRouting Advanced Features. . . . . . . . . . . . . . . . . . 2-72.5.2 Networked Call Center Feature (Advanced Suite—telephony only) . . . . . . . . . . . 2-92.5.3 Performance Routing Feature (Standard and Advanced Suites) . . . . . . . . . . . . . 2-92.5.4 Callback Feature (Advanced Suite). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-92.5.5 Configuration Synchronization Feature (HiPath 4000 and Hicom 300 E switches only)2-102.6 New Functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-112.6.1 Email (Standard Suite) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-112.6.2 Chat (Advanced Suite) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-112.6.3 Business Rules Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-112.6.4 Ring No Answer (HiPath 4000 switch only). . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-122.6.5 Plug-In Functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-123 Configuration Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13.1 Gathering Customers’ Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13.2 ACD Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-33.3 Single-Site Call Center: Telephony Configurations Available . . . . . . . . . . . . . . . . . . . 3-43.3.1 Supported Configurations for Hicom 300 E and HiPath 4000 Switches . . . . . . . . 3-43.3.2 Supported Configurations for HiPath 3000 Switches . . . . . . . . . . . . . . . . . . . . . 3-143.4 Networked Call Center: Telephony Configurations Available . . . . . . . . . . . . . . . . . . 3-17G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 0-1

MAGbookTOC.fmContentsNur für den internen Gebrauch3.4.1 Identifying Calls Distributed from Networked Sites. . . . . . . . . . . . . . . . . . . . . . . . 3-183.4.2 Basic Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-193.4.3 Basic Configuration With PhoneMail or non-Integrated IVR Call Processing. . . . 3-233.4.4 IVR API Configuration or Call Director With ACD Hold . . . . . . . . . . . . . . . . . . . . 3-253.5 Identifying Callbacks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-293.6 Identifying Chat Requests. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-313.6.1 Identifying Email Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-333.7 ProCenter Suite Desktop Application Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 3-354 Introducing ProCenter Suite Contact Matching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-14.1 Handling Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-14.1.1 Reserving Contacts for Specific Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-24.1.2 Routing a Contact Based on its Call Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-34.2 RésuméRouting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-44.2.1 The Contact Matching Process in RésuméRouting . . . . . . . . . . . . . . . . . . . . . . . . 4-44.2.2 Eligibility in RésuméRouting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-54.2.3 Defining Skills in RésuméRouting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-64.3 RésuméRouting Advanced . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-64.3.1 The Contact Matching Process in RésuméRouting Advanced. . . . . . . . . . . . . . . . 4-74.3.2 Defining Skills for RésuméRouting Advanced . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-84.3.3 Call Requirements in RésuméRouting Advanced . . . . . . . . . . . . . . . . . . . . . . . . 4-104.3.4 Eligibility in RésuméRouting Advanced . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-114.4 Determining the Best Possible Match . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-124.4.1 Priority . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-134.4.2 The Skill Score in RésuméRouting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-144.4.3 The Skill Score in RésuméRouting Advanced . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-144.4.4 The Queue Time Criterion in Both RésuméRouting and RésuméRouting Advanced .4-165 Introducing the Networked Call Center Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-15.1 About the Networked Call Center Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-15.2 About the Networked Sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-25.3 About the Virtual Multi-Site Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-35.4 About the Conditions for Distributing a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-35.5 Distribution Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-35.5.1 Best Performing Site. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-45.5.2 Preferred Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-95.6 About the Conditions for Accepting a Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-105.6.1 Acceptance Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-116 Using the Administrator Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-16.1 About the Master Administrator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-16.1.1 Administration Access Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-26.1.2 Master Administrator Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-36.2 Sharing Data in the Production Database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-106.2.1 Modifying Items in the Production Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-11G281-0810-02, October 20030-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGbookTOC.fmContents6.2.2 Breaking Edit Locks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-116.2.3 Refreshing Information in the Administrator application . . . . . . . . . . . . . . . . . . . 6-127 The Configuration Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-17.1 Database Configuration Task List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-17.2 Resource Configuration Task List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-11Part 2 Designing the ProCenter Suite8 Installation Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-18.1 Contact Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-18.2 Gathering Skill Requirements of Customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-18.3 Deciding the Type of Flow for Your Call Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-28.3.1 Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-29 Making Contact Matching Decisions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-19.1 Selecting a Routing Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-19.2 Time Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-29.2.1 About the Maximum Reserve Time. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-29.2.2 About the Maximum Pending Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-39.3 Configuring the Skill-Score Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-49.3.1 Selecting a Skill-Score Type for RésuméRouting Advanced . . . . . . . . . . . . . . . . 9-49.3.2 Configuring the Skill-Score Criteria for RésuméRouting Advanced . . . . . . . . . . . 9-59.3.3 Configuring the Queue Time Criterion. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-79.4 About the Global Service Level Interval. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-99.5 About Global Time-Out Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-99.5.1 Diverting Telephony Calls to a non-ProCenter Suite System . . . . . . . . . . . . . . . 9-109.6 Procedure: Recording Routing and Site Decisions for Contact Matching . . . . . . . . . 9-1010 Designing ProCenter Suite Call Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-110.1 Documenting Your Current Call Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-110.2 Designing Initial Call Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-310.2.1 Designing ProCenter Suite Basic Call Processing . . . . . . . . . . . . . . . . . . . . . . 10-410.3 Planning and Designing Your Telephony Routing Table . . . . . . . . . . . . . . . . . . . . . 10-610.3.1 About the Telephony Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-610.3.2 Planning Your Telephony Routing Table. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-910.3.3 Designing Your Telephony Routing Table. . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-1010.3.4 About the Default Routing System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-1110.4 About Call Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-1210.4.1 About Call Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-1210.4.2 About Overriding Global Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-1710.4.3 Setting Performance Routing for Call Types. . . . . . . . . . . . . . . . . . . . . . . . . . 10-1810.4.4 Designing Telephony Call Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-1910.4.5 Designing Callback Call Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-2010.5 Procedure: Documenting Telephony Call Types . . . . . . . . . . . . . . . . . . . . . . . . . . 10-2010.5.1 Documenting Callback Call Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-23G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 0-3

MAGbookTOC.fmContentsNur für den internen Gebrauch10.6 Call Type Options for a Networked Call Center (telephony only) . . . . . . . . . . . . . . 10-2410.7 Creating Call Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-2410.8 About Aggregates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-2510.8.1 Creating Aggregates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-2511 Configuring Business Rules Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-111.1 Business Rules Routing Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-111.2 The Default Routing Flow Diagram. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-211.2.1 The Routing Sub-Flow Diagrams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-311.3 Nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-311.3.1 Decision Node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-311.3.2 Link Node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-511.3.3 Result Node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-611.3.4 Update Node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-611.3.5 ODBC Node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-711.4 Links Between Nodes in a Routing Flow Diagram . . . . . . . . . . . . . . . . . . . . . . . . . 11-1011.4.1 Link Label Dialog Box. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-1111.5 Business Rules Routing Example. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-1111.6 Procedure: Documenting Business Rules Routing . . . . . . . . . . . . . . . . . . . . . . . . . 11-1512 Designing Call Steps for RésuméRouting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-112.1 About Skills in RésuméRouting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-112.2 Procedure: Designing Call Steps in RésuméRouting . . . . . . . . . . . . . . . . . . . . . . . . 12-212.3 Creating Skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-313 Designing Call Steps for RésuméRouting Advanced (Hicom 300 or HiPath 4000switches only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-113.1 Designing Skills for RésuméRouting Advanced . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-113.1.1 About Skills in RésuméRouting Advanced . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-213.1.2 About Skill Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-313.1.3 About Preference Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-313.1.4 Procedure: Documenting Skills for RésuméRouting Advanced . . . . . . . . . . . . . 13-413.1.5 Creating Skills. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-613.2 About Call Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-613.2.1 Defining Call Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-713.2.2 Procedure: Defining Call Requirements for Your Call Steps . . . . . . . . . . . . . . 13-1213.2.3 Procedure: Creating a Logical Expression . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-1414 Creating Your Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-114.1 Preparing to Create Your Agents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-114.2 User Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-214.3 Overview of User Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-314.3.1 General. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-414.3.2 Personal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-514.3.3 Media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-514.3.4 User Switch Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-614.3.5 Résumé . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-6G281-0810-02, October 20030-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGbookTOC.fmContents14.3.6 Agent Virtual Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-714.3.7 Permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-714.3.8 Agent Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-1214.3.9 Agent’s Adherence Thresholds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-1314.3.10 Plug-Ins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-1414.4 Grouping Your Agents into Departments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-1414.5 Procedures for Documenting Agent Information . . . . . . . . . . . . . . . . . . . . . . . . . . 14-1414.5.1 Documenting User Switch Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-1414.5.2 Documenting Agent Résumés. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-1514.5.3 Documenting Agent Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-1514.5.4 Documenting Agent Media Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-1514.5.5 Documenting Plug-Ins. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-1614.5.6 Documenting Agents in Departments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-1614.6 Creating Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-1614.6.1 Tips for Creating Many Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-1714.6.2 Adding Skills to Agent Résumés . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-1714.6.3 Setting up Agent Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-1814.7 Creating Departments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-1814.8 About Call Center Scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-1814.8.1 Creating a Call Center Schedule. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-1915 Configuring the System Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-115.1 General Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-115.1.1 Setting the Master Administrator Inactivity Time-out. . . . . . . . . . . . . . . . . . . . . 15-215.1.2 About the Routing Permission. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-215.1.3 About the Shared Data Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-215.2 Statistics Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-315.2.1 About the Hold Consult Threshold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-315.2.2 Selecting a Service Level Calculation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-315.2.3 About the Data Retention Periods. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-515.2.4 About the Database Maintenance Hour . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-715.2.5 XML and Blue Pumpkin file Locations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-915.2.6 Resetting the Real-Time Statistics and the Shifts for Your Site . . . . . . . . . . . . 15-915.3 Desktop Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-915.3.1 Setting the Distribute Desktop Patches Feature . . . . . . . . . . . . . . . . . . . . . . . . 15-915.3.2 Setting the Desktop Refresh Intervals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-1015.3.3 Setting the Virtual Queue LED Thresholds . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-1015.4 Telephony Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-1115.4.1 Selecting the Switch Type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-1115.4.2 Configuring the Heartbeat Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-1115.4.3 About the Ring No Answer Feature (HiPath 4000 switch only). . . . . . . . . . . . 15-1215.5 Callback Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-1215.5.1 Preventing Duplicate Callback Entries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-1315.5.2 Setting the Confirmation Delay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-1315.5.3 Setting the Complete Delay. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-13G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 0-5

MAGbookTOC.fmContentsNur für den internen Gebrauch15.5.4 Importing a Callback Text File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-1315.5.5 Generating an Expired Callback Text File . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-1415.6 Notifications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-1415.6.1 About Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-1415.6.2 Creating Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-1615.7 Modem Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-1615.7.1 Configuring the Modem Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-1715.8 Configuring the ProCenter Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-1716 Configuring the Desktop Applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16-116.1 About Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16-116.2 Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16-316.3 About the ProCenter Suite Wrapup Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16-316.3.1 Configuring the Wrapup Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16-416.4 About Unavailable Reasons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16-416.5 About Work Reasons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16-516.6 About Callback Delete Reasons (Callback feature only) . . . . . . . . . . . . . . . . . . . . . 16-516.7 About Callback Retry Reasons (Callback feature only) . . . . . . . . . . . . . . . . . . . . . . 16-616.8 About Callback Excluded Numbers (Callback feature only) . . . . . . . . . . . . . . . . . . . 16-616.9 About Email Discard Reasons (Email feature only) . . . . . . . . . . . . . . . . . . . . . . . . . 16-616.10 Configuring the Desktop Elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16-717 Configuring the Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-117.1 Designing Backup FlexRouting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-217.2 Configuring ACD Routing for the Basic Configuration . . . . . . . . . . . . . . . . . . . . . . . 17-217.3 Configuring ACD Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-317.3.1 End-of-Shift Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-317.3.2 ACD Group and Queue Status Displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-317.3.3 ACD Agent Logon Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-317.3.4 User Extension Forwarding and Requeuing. . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-317.4 Configuring a HiPath 4000 Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-517.4.1 Setting up the Heartbeat Mechanism . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-617.4.2 Example of ART Steps for HiPath 4000 Switch . . . . . . . . . . . . . . . . . . . . . . . . . 17-617.4.3 Using an FMNQ ART . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-817.5 Configuring a Hicom 300 E Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-1017.5.1 Setting Up the Heartbeat Mechanism. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-1017.5.2 Setting Up the RésuméRouting ACD Groups. . . . . . . . . . . . . . . . . . . . . . . . . . 17-1217.5.3 Setting up the Networked Call ACD Group (Networked Call Center). . . . . . . . 17-1317.5.4 Adding New Logic to Existing RésuméRouting ACD and Networked ARTs . . 17-1417.5.5 Configuring ACD Routing for the IVR API Configurations . . . . . . . . . . . . . . . . 17-1617.5.6 Configuring ART Steps for use with the ACD Prompt Response Integration (APRI)Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-1717.6 Configuring a HiPath 3000 v 4.0 Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-1817.7 Resource Task List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-2017.7.1 Creating Resources in the Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-20G281-0810-02, October 20030-6 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

MAGbookTOC.fmContentsNur für den internen Gebrauch21.6.2 Using the Table of Contents to Search for Topics . . . . . . . . . . . . . . . . . . . . . . . 21-721.6.3 Using the Index to Search for Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21-822 Setting Up the Administration Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22-122.1 Setting Up the Administration Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22-122.2 Activating Features for Your Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22-322.2.1 Activating Features for a New ProCenter Suite Installation . . . . . . . . . . . . . . . . 22-322.2.2 Adding New Features to an Existing ProCenter Suite Installation . . . . . . . . . . . 22-322.3 Creating ProCenter Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22-622.4 Validating the Administration Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22-622.5 Saving the Design Database over the Production Database . . . . . . . . . . . . . . . . . . 22-822.6 Making Changes to the Production Database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22-1122.6.1 Design Database for the Configuration Synchronization Feature . . . . . . . . . . 22-1223 Importing Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23-123.1 Importing Agent Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23-223.2 Importing Routing Table Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23-323.3 Importing Load Allocation Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23-523.4 Understanding Blue Pumpkin Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23-523.4.1 Importing Agent Schedule Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23-623.4.2 Importing XML Agent Schedule Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23-623.5 Importing Networked Site Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23-623.6 Importing Callback Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23-7Part 4 AppendicesA Upgrading From RésuméRouting to RésuméRouting Advanced. . . . . . . . . . . . . . . A-1B Configuring Email Functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-1B.1 Email Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-1B.2 Configuration of the Corporate Email Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-2B.2.1 Microsoft Exchange 5.5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-3B.2.2 Microsoft Exchange 2000. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-3B.2.3 Lotus Domino R5.0.9 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-4B.3 Setting up Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-5B.3.1 How Categorization Works. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-6B.3.2 Category Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-8B.4 Email Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-9B.4.1 Email General Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-10B.4.2 Email Maintenance Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-13B.4.3 Configuring Corporate Email Server Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . B-13B.4.4 Email Module Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-14B.4.5 Designing Email Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-15B.4.6 Creating Your Email Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-18B.4.7 Requeuing Strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-19B.4.8 Designing Email Call Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-19G281-0810-02, October 20030-8 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGbookTOC.fmContentsB.4.9 Procedure: Documenting Email Call Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-21B.4.10 Creating Email Call Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-22B.5 Email Call Center Schedules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-23B.6 Email Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-23B.7 Email Discard Reasons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-23B.8 Email Message Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-24B.8.1 Auto Acknowledgement Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-24B.8.2 Response Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-24B.8.3 Prologs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-25B.8.4 Signatures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-25B.9 Email Aliases. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-25B.10 Tracking Email Sources and Destinations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-25C Configuring Chat Functionality. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .C-1C.1 Chat Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-1C.2 Supported Chat Configurations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-1C.2.1 Customer Operating Systems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-2C.2.2 Customer Web Browsers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-2C.2.3 Web Server Operating Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-2C.3 Chat Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-3C.3.1 Configuring HTML Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-3C.4 Chat Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-4C.4.1 Enabling SSL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-4C.4.2 Enabling Silent Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-5C.4.3 Enabling the Storage of Chat Transcripts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-5C.4.4 Configuring the Web Collaboration Server Port Number . . . . . . . . . . . . . . . . . . . C-5C.4.5 Configuring the Service Level Interval . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-5C.5 Installing SSL Certificates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-5C.6 Documenting Your Chat Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-6C.6.1 Designing Chat Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-6C.6.2 Creating Your Chat Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-8C.6.3 Chat Requeuing Strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-10C.6.4 Designing Chat Call Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-10C.6.5 Procedure: Documenting Chat Call Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-11C.6.6 Creating Chat Call Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-11C.6.7 HTML and Formatting Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-11C.6.8 Configuring Languages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-12C.6.9 Tracking Chat Sources and Destinations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-12C.6.10 Configuring Standard Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-13C.6.11 Configuring URLs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-13C.6.12 Configuring Emoticon Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-14D Configuring CRM Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .D-1D.1 Introduction to CRM Ready. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-1D.1.1 Basic CRM Ready Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-1G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 0-9

MAGbookTOC.fmContentsNur für den internen GebrauchD.1.2 CRM Functionality Supported by CRM Ready. . . . . . . . . . . . . . . . . . . . . . . . . . . . D-2D.1.3 Modes of Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-3D.1.4 Skills Required. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-4D.2 Planning your CRM Ready Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-4D.2.1 Clarify Functions and DDE String Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-4D.2.2 Goldmine Functions and DDE String Details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-5D.2.3 Remedy Functions and DDE String Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-9D.3 Implementing Your CRM Ready Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-11D.3.1 Making Server-side CRM Updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-12D.3.2 Performing Any Additional Updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-12D.3.3 Configuring ProCenter to Pass the DDE Strings . . . . . . . . . . . . . . . . . . . . . . . . . D-12D.4 Setting Up Agent Workstations for CRM Ready. . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-13D.4.1 Satisfying Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-13D.4.2 Configuring CRM Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-14D.4.3 Configuring the CRM Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-15D.5 Operating CRM Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-16D.6 Troubleshooting CRM Ready . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-17Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . X-1Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Z-1G281-0810-02, October 20030-10 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGPREF.FMAbout This GuideWho Should Use This Guide1 About This GuideThe HiPath ProCenter Suite is an integrated set of call center applications that use intelligent,skills-based call routing to route contacts to the best available agents. The HiPath ProCenterAdministrator Guide:●●●Provides conceptual information about the HiPath ProCenter SuiteProvides task lists for configuring the ProCenter Administrator application (hereafterreferred to as the Administrator application)Explains how to use the Administrator application1.1 Who Should Use This GuideThis guide is intended for call center administrators and system administrators who willconfigure the ProCenter Suite. It can also be used as a reference for explaining the features ofthe ProCenter Suite.1.2 How To Use This GuideThis book contains the following:– Chapter 1, “About This Guide”, describes the intended audience, the formattingconventions, and the information provided in this guide and the other guides in theProCenter documentation set.●Part 1, “ProCenter Suite Concepts”, introduces the ProCenter Administrator applicationand ProCenter Suite concepts.– Chapter 2, “Overview of the Administrator application”, describes the major featuresand components of the ProCenter Administrator application.– Chapter 3, “Configuration Options”, describes the telephony options available to usewith the ProCenter Suite.– Chapter 4, “Introducing ProCenter Suite Contact Matching”, describes how theProCenter Suite determines the best possible match between a customer and anagent.– Chapter 5, “Introducing the Networked Call Center Feature”, describes the conditionsfor accepting and distributing calls throughout a networked call center.– Chapter 6, “Using the Administrator Application”, describes the Administration accesspermissions, the Master Administrator, and issues about maintaining the integrity ofyour database.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 1-1

MAGPREF.FMAbout This GuideHow To Use This GuideNur für den internen Gebrauch●Part 2, “Designing the ProCenter Suite”, describes the steps for planning and designingyour ProCenter Suite installation.– Chapter 7, “The Configuration Process”, has task lists that explain the order of tasksfor configuring the ProCenter Suite.– Chapter 8, “Installation Considerations”, describes the major issues to consider whenconfiguring the ProCenter Suite, and provides step-by-step instructions for recordingyour configuration decisions.– Chapter 9, “Making Contact Matching Decisions”, describes how to configure thesettings that affect call matching, and determine the best possible match between acaller and an agent.– Chapter 10, “Designing ProCenter Suite Call Processing”, describes how to designyour call processing, from the initial contact with the customer to identifying aProCenter Suite call type.– Chapter 11, “Configuring Business Rules Routing”, describes how to configureBusiness Rules Routing, if you are using this routing option in the telephony routingtable.– Chapter 12, “Designing Call Steps for RésuméRouting”, describes how to define skillsand call steps for the RésuméRouting feature.– Chapter 13, “Designing Call Steps for RésuméRouting Advanced (Hicom 300 orHiPath 4000 switches only)”, describes how to define the requirements of yourcontacts and identify the skills that your callers require, for the RésuméRoutingAdvanced feature.– Chapter 14, “Creating Your Agents”, describes the settings that you must configure foreach of your agents, and provides an overview of the features your agents can use.– Chapter 15, “Configuring the System Settings”, describes the settings that affect theoperation of the entire application, and provides instructions for configuring them.– Chapter 16, “Configuring the Desktop Applications”, describes features of the Desktopapplications that you must configure, so that agents can use these features in theDesktop applications.– Chapter 17, “Configuring the Switch”, provides instructions for configuring yourautomatic call distribution (ACD) settings in the switch, for use with the ProCenterSuite.– Chapter 18, “Configuring the ProCenter Suite Switch Resources”, providesinstructions for configuring your ProCenter Suite switch resources.G281-0810-02, October 20031-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGPREF.FMAbout This GuideRelated Information– Chapter 19, “Configuring the Network Settings (Hicom 300 or HiPath 4000 switchesonly)”, describes the settings that you must configure to enable your site to participatein the networked call center, and to enable the Networked Call Center feature tofunction properly.– Chapter 20, “Designing the HiPath ProCenter Resource Domain”, providesinformation about the Configuration Synchronization feature.●Part 3, “Configuring the Administrator Application”, describes how to use the Administratorapplication and how to configure the Administration Database.– Chapter 21, “About the Administrator Application”, provides information about theProCenter Administrator window, multi-language support, the use of a DesignDatabase for configuration, and the Help.– Chapter 22, “Setting Up the Administration Database”, provides instructions for usingthe Administrator application to enter configuration information in the AdministrationDatabase, using the design information completed in Part 2.– Chapter 23, “Importing Data”, describes the preparations required to import data to anAdministration Database, including the file formats you must use to import data.●Part 4, “Appendices”, contains information on upgrading to RésuméRouting Advanced;email, chat, and CRM Ready configuration.– Appendix A, “Upgrading From RésuméRouting to RésuméRouting Advanced”,contains an overview of the procedures for upgrading from RésuméRouting toRésuméRouting Advanced.– Appendix B, “Configuring Email Functionality”, provides instructions on setting up theEmail feature.– Appendix C, “Configuring Chat Functionality”, provides instructions on setting up theChat feature.– Appendix D, “Configuring CRM Ready”, explains how to set up CRM Ready so thatHiPath ProCenter can work with CRM applications on agent workstations.●This guide also includes a glossary and index.1.3 Related InformationThe following guides contain more information about the ProCenter Suite.HiPath ProCenter ACD Administrator User Guide, Version 5.1 SMR B, G281-0812This guide describes the ACD Administrator application, and provides information onconfiguring HiPath 4000 switch resources.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 1-3

MAGPREF.FMAbout This GuideRelated InformationNur für den internen GebrauchHiPath ProCenter Administrator, Entry Suite, Version 5.1 SMR B, G281-0811This guide describes the Administrator application. It provides information on configuring theProCenter Entry Suite and includes a glossary of ProCenter terminology.HiPath ProCenter Browser Based Desktop User Guide, Version 5.1 SMR A, G281-0809This guide describes the Browser Based Desktop application.HiPath ProCenter Call Director User Guide, Version 5.1 SMR B, G281-0832This guide describes how to configure and use the Call Director application.HiPath ProCenter Desktop User Guide, Entry Suite, Version 5.1 SMR B, G281-0808This guide describes the HiPath ProCenter Supervisor application.HiPath ProCenter Desktop User Guide, Standard and Advanced Suites, Version 5.1SMR B, G281-0807This guide describes the HiPath ProCenter Desktop applications—the Agent, Supervisor, andEnterprise Manager applications.HiPath ProCenter Installation Guide, Version 5.1 SMR B, G281-0806This guide describes the HiPath ProCenter installation, including: setting up the base hardwareand operating system for servers; installing required software for the various servers as well asfor client computers; activating SID-enabled features; and verifying the installation.HiPath ProCenter Operations Guide, Version 5.1 SMR A, G281-0805This guide describes how to use the IT Monitor application and the Watchdog Server, to startand stop the ProCenter servers, and to back up and restore the ProCenter databases. Atroubleshooting section provides information on resolving problems and identifying error codesin the HiPath ProCenter Suite.HiPath ProCenter Overview Guide, Version 5.1 SMR B, G281-0804This guide provides an overview of the HiPath ProCenter Suite—an integrated set of call centerapplications that apply intelligent, skills-based call routing to optimize productivity, increasecustomer satisfaction and improve employee morale in your call center.HiPath ProCenter Programming Guide, Version 5.1 SMR B, G281-0802This guide describes how to customize the Desktop applications by writing IVR scripts, customrouting functions, and Dynamic Data Exchange applications.HiPath ProCenter Reporter User Guide, Version 5.1 SMR B, G281-0801This guide describes the Reporter application. It contains conceptual information about thedefault report templates, step-by-step procedures for customizing the templates, andinformation on generating, printing, and exporting your reports.HiPath ProCenter Simulator User Guide, Version 5.1 SMR A, G281-0803This guide describes how to use the Simulator application to prepare and run simulations, andhow to analyze the results of your simulations.CRM Ready Kit for SAP CIC, Version 5.1 SMR B, G281-0837This guide describes how to configure and use the SAP CIC CRM Integration components.G281-0810-02, October 20031-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGPREF.FMAbout This GuideFormatting ConventionsCRM Ready Kit for Siebel 2000, Version 5.1 SMR A, G281-0838This guide describes how to configure and use the CRM Ready Kit that integrates HiPathProCenter with Siebel 2000.CRM Ready Kit for Siebel 7, Version 5.1 SMR B, G281-0864This guide describes how to configure and use the CRM Ready Kit that integrates HiPathProCenter with Siebel 7.1.4 Formatting ConventionsThe following formatting conventions are used in this book:BoldThis font identifies ProCenter components, window and dialog box titles, and item names.ItalicsThis font identifies terms or phrases which are explained in the glossary or Help.Monospace FontThis font distinguishes text that you should type, or that the computer displays in a message.1.5 Documentation FeedbackTo report a problem with this document, call your next level of support:●Customers should call the Siemens Customer Support Center.● Siemens employees should call the Interactive Customer Engagement Team (i-Cet ).When you call, be sure to include the following information. This will help identify whichdocument you are having problems with.●●Title: HiPath ProCenter Standard and Advanced Suites Administrator GuideOrder Number: G281-0810-02G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 1-5

MAGPREF.FMAbout This GuideDocumentation FeedbackNur für den internen GebrauchG281-0810-02, October 20031-6 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGPINTR.FMPart 1ProCenter Suite ConceptsG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide

MAGPINTR.FMNur für den internen GebrauchG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide

MAGINTRO.FMNur für den internen GebrauchOverview of the Administrator applicationIntroducing the ProCenter Suite and the Administrator Application2 Overview of the Administrator applicationThis chapter provides the following:●●An introduction to the Administrator applicationAn overview of the main components and features of the ProCenter Suite, which youconfigure using the Administrator applicationFor an overview of the ProCenter Suite, including its components and licensing requirements,see the HiPath ProCenter Overview Guide.Use the Administrator Help to obtain specific information on the windows and dialog boxes inthe application, conceptual information, and task-related information. For more information,see Section 21.6, “Using the Help”, on page 21-5.2.1 Introducing the ProCenter Suite and the AdministratorApplicationThe ProCenter Suite consists of advanced call center products that use skills-based call routingto find the best available agent to handle a contact. Using skills-based routing, contacts arerouted based on:●●●●Agent availabilityLength of time the contact is in queueSkills in agent résumésCustomer requirementsAn agent’s skills are matched with a customer’s requirements to ensure the most efficient useof call center resources.You use the Administrator application to configure information that your call center uses toroute contacts. The Administrator application uses the components listed in Section 2.1.1 toconfigure and route contacts.>This guide provides information for the HiPath ProCenter Administrator application,which is not to be confused with the ACD Administrator application, the tool used toconfigure basic call center switch resources, such as ACD groups and agents, ACDrouting tables (ARTs), and route control groups.For information on how to use the ACD Administrator, refer to the HiPath ProCenterACD Administrator User Guide.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 2-1

MAGINTRO.FMOverview of the Administrator applicationIntroducing the ProCenter Suite and the Administrator ApplicationNur für den internen Gebrauch2.1.1 Administrator Application ComponentsThe Administrator application consists of the following components:Administration DatabaseThis database contains all of the configuration data for the routing of contacts, the informationabout agents, supervisors, and enterprise managers in the desktop applications, and thesettings for the switch and types of contacts. To configure the Administration Database, youneed to make decisions about the contact matching settings, the types of contacts you handle,contact routing, and agent information.For more information on configuring the Administration Database, see Chapter 9, “MakingContact Matching Decisions”.Production DatabaseThe Administration Database located on the ProCenter Server machine, that the ProCenterSuite uses to control contact routing and system operations.Design DatabaseThis database is stored on a local or shared drive, and contains a copy of the ProductionDatabase, where you can make configuration changes and simulate their effect. You can usea Design Database to plan the ProCenter configuration, without affecting day-to-dayoperations.Configuration Synchronization DatabaseThis database is located on the ProCenter Server machine, and is used to store the followingconfiguration information:●●●●Switch resourcesHiPath ProCenter resourcesResource configuration stateConfiguration error logMedia DatabaseThis database in located on the ProCenter Server machine, and is used to store chattranscripts and email data.Visual EditorProvides an interface that you can use to display the Administration Database information forall media in an organized selection of columns. Information in the Visual Editor is dynamicallyupdated in the database in the same way as the Administrator application.You can use the Visual Editor to display the relationships between items, and to add, remove,modify, and copy items, within the Administration Database.For more information on the Visual Editor, see Section 21.4, “Using the Visual Editor”, on page21-4.G281-0810-02, October 20032-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGINTRO.FMOverview of the Administrator applicationIntroducing the ProCenter Suite and the Administrator Application2.1.2 Using the Administrator ApplicationYou can use the Administrator application to configure the following:●●●●System settings, which control system communications, contact matching, statisticsgathering, and contact routingAgent and department information, which includes agent user types, résumés, andpermissionsSwitch resources, such as user extensions and route control groupsRouting information for each media, which includes:– Information used to identify telephony calls, such as ANI numbers and destinationACD numbers for calls– Information used to identify email messages, such as category information– Information used to identify chat sessions, such as the initial URL– Definitions of call types, skills, and call requirements, if you use RésuméRoutingAdvancedIf you are using RésuméRouting, only skills are used to route contacts.●●Call center schedules, which determine when your site can handle contactsFeatures of the Desktop applications that your agents can use when handling contacts:– Discard reasons (email)– Unavailable reasons– Work reasons– Wrapup reasons– Wrapup fields●You can make configuration changes in a Design Database—a copy of the ProductionDatabase, but installed on a standalone workstation, where changes have no affect onproduction—to simulate the performance of different configurations. Once you havecompleted your configuration changes, and are satisfied with the results of the simulation,you can copy the Design Database over the Production Database on the ProCenter Servermachine, to implement your changes.>If you have the Configuration Synchronization feature, a Design Database of theswitch information (with a suffix of *_pbx.mdb) is also created.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 2-3

MAGINTRO.FMOverview of the Administrator applicationSkills-Based RoutingNur für den internen GebrauchYou can change information in the Production Database from any workstation on thenetwork. Changes to the Production Database affect call center operations immediately.If you are using the International Market (I.M.) version, you can select the language in whichthe Administrator application and Help are displayed. For more information, see Section 21.2,“Selecting a Language”, on page 21-3.2.2 Skills-Based RoutingThe ProCenter Suite provides intelligent contact routing using skills-based routing. The goal ofskills-based routing is to optimize call center resources by routing customers to the agent bestsuited to handle the contacts.The application can route a contact based on its call type. A call type describes the changingrequirements of a contact as it waits in queue. Each call type created in the Administratorapplication contains a series of call steps. Each call step contains skills (RésuméRoutingfeature) or call requirements (RésuméRouting Advanced feature).How your call center handles customer requirements depends upon whether you are using theRésuméRouting or RésuméRouting Advanced feature.2.3 System Requirements for Server MachinesThere are four different types of ProCenter machines on which the ProCenter Suite software isinstalled. Table 2-1 lists the machines, their hardware requirements, and supported packagelevels.Machine Type Operating System CPU RAM Disk SpaceBase Server Windows 2000 Server Pentium III 512 MB 1 x 18 GBwith Service Pack 3 800 MHzRAID 1 optionalStandard ServerEnterprise orCentral ReportingServerReal Time ServerTable 2-1Windows 2000 Serverwith Service Pack 3Windows 2000 Serverwith Service Pack 3Windows 2000 Serverwith Service Pack 3Dual Pentium III800 MHzDual Pentium 41.7 GHzPentium III800 MHzSystem Requirements for HiPath ProCenter Servers512 MB 2 x 18 GBRAID 1 optional1024 MB 3 x 36 GBRAID 0 requiredRAID 0+1 optional512 MB 1 x 18 GBG281-0810-02, October 20032-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGINTRO.FMOverview of the Administrator applicationSID-enabling Features for the ProCenter Suite>For more information on the different types of Server machines, talk to yourSiemens contact person.You cannot run the Administrator application at the same time as any HiPathProCenter client applications, if the client machine is running Windows 95 or 98.2.3.1 Auxiliary Server MachineAn auxiliary server machine is a ProCenter machine that can run any of the following ProCentercomponents, such as:●●●Secondary Real Time ServerBrowser Based Desktop with IISMessageStream Server>Only MessageStream 3.1 will work with HiPath ProCenter Version 5.1 SMR B.For more information on the installation and configuration of MessageStream,see the MessageStream Installation and Administration Guide.An auxiliary server machine that is used as a secondary Real Time Server must run on theWindows 2000 platform, and must also reside on the same LAN segment as the clientmachines that it supports. In this case, the auxiliary server LAN segment should be differentfrom the LAN segment used for the main ProCenter Server machine. For more information onthe LAN segment for the main ProCenter Server machine, see the HiPath ProCenterInstallation Guide.2.4 SID-enabling Features for the ProCenter SuiteTo activate features, or add new features to an existing ProCenter Suite installation, you usethe ProCenter System Installation Diskette (SID).You use the Administrator application to SID-enable new features for your site. If you purchaseadditional ProCenter Suite features after installing the Administrator application, you mustactivate them. The features you can activate depend upon which features you have purchased,and upon which suite you have selected (from Entry/Standard/Advanced).For instructions on activating features during the installation of the application, see Section22.2, “Activating Features for Your Site”, on page 22-3.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 2-5

MAGINTRO.FMOverview of the Administrator applicationSID-enabling Features for the ProCenter SuiteNur für den internen Gebrauch2.4.1 SID Options for Entry SuiteFollowing are the licensed Entry Suite features that you can SID-enable once you haveinstalled the basic features of the HiPath ProCenter Suite:●●●●●Telephony agentsSupervisor DesktopsGraphical ReportsFull Restricted Reporting levelCall-by-Call Reporting agents2.4.2 SID Options for Standard SuiteThe following are licensed Standard Suite features that you can SID-enable once you haveinstalled the basic features of the HiPath ProCenter Suite:●●●●●●●●●●Telephony agentsSupervisor DesktopsGraphical ReportsFull Restricted Reporting levelAgentsEnterprise ManagersEmail agentsCall Director, analog or digitalCall-by-Call Reporting agentsNetworked Call Center agents (not supported in HiPath 3000 switch)2.4.3 SID Options for Advanced SuiteThe licenses available for the Advanced Suite are the same as the licensed Standard Suitefeatures, plus the following:●●●●Chat agentsOutbound agentsRésuméRouting Advanced (not supported in HiPath 3000 switch)CRM Ready agents (Clarify, Remedy, Goldmine)G281-0810-02, October 20032-6 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGINTRO.FMOverview of the Administrator applicationFeatures Available with the HiPath ProCenter Suite● CRM Ready agents (SAP Desktop, Siebel Desktop)—Tier 2 (not supported in HiPath 3000switch)●CRM Ready—Business Rules IntegrationFor HiPath ProCenter plug-ins, you must activate the feature associated with that plug-in. Forexample, if you want to use the Chat plug-in, you must activate the Chat feature in theAdministrator application.2.5 Features Available with the HiPath ProCenter SuiteThe following sections list the features available with the HiPath ProCenter Suite. Each sectionindicates which suite (Entry/Standard/Advanced) you must have to use that particular feature.2.5.1 RésuméRouting and RésuméRouting Advanced FeaturesThe ProCenter Suite provides you with a choice of two contact routing features:●●RésuméRouting—if you have Entry, Standard, or Advanced Suite.RésuméRouting Advanced—if you have the Advanced Suite (not supported in HiPath3000 switch).If you are using the Entry Suite, you only have the RésuméRouting feature. Agents andsupervisors can have up to four skills each, and you cannot set any preferences for Entry Suiteagents.If you want to use the RésuméRouting Advanced feature, you must upgrade to the AdvancedSuite of HiPath ProCenter. For more information, talk to your Siemens representative.RésuméRoutingUse the RésuméRouting feature to define which skill is required by a contact during a specifictime in queue. The application then searches for the best available agent who has the skillrequired by the contact. This feature provides you with the power of skills-based routing, whileeliminating the need to define complex call requirements. The RésuméRouting featureprovides a routing system that is less flexible than RésuméRouting Advanced, and you mayhave to reconfigure the feature as your call center grows.RésuméRouting AdvancedUse the RésuméRouting Advanced feature to define call requirements for each type of contactthat your site handles. Each call requirement consists of skills that the agent must meet tohandle the contact during the period of time defined by the step. For each contact in queue, theapplication compares the requirements of the contact with the skills of each available agent, todetermine the best match. You can set the importance of the criteria used to determine the bestpossible match; this means you can determine the best allocation of your agent resources tothe various types of contacts.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 2-7

MAGINTRO.FMOverview of the Administrator applicationFeatures Available with the HiPath ProCenter SuiteNur für den internen GebrauchWhen a contact first arrives at your site, the call type should specify the ideal requirements tohandle the contact. If no available agent is eligible to handle the ideal requirements of thecontact, the contact moves to the next call step after a designated amount of time. Eachsuccessive step should reduce the requirements of the contact to increase the chance thatmore agents are eligible to handle the contact.For each contact in queue, the application first checks if any agent is eligible to handle thecontact. This process often finds more than one agent eligible to handle a contact. In this case,the application checks the priority of the contacts to determine the highest-priority contact toroute to the agent. If the priorities of one or more contacts are equal, or if the application is tryingto find the best agent to assign to a contact, the application then uses the skill score todetermine the best possible match between a contact and an agent.Call priorityEach contact in queue is assigned an initial priority when it arrives in the call center. Thecontact’s priority is increased whenever it passes to the next call step. If an agent is eligible formore than one contact, then the application assigns the contact with the highest priority to thatagent.If the priorities of one or more calls are equal, the application then uses the skill score todetermine the best possible match between a contact and an agent.Skill-Score calculationThe application calculates a skill score for each possible match between an agent and acontact. The score represents a number of criteria that are important when determiningwhether an agent is a good skills-match for a particular contact. However, the exact use of theskill score depends on whether you are using RésuméRouting or RésuméRouting Advanced.For more information, see Section 4.4, “Determining the Best Possible Match”, on page 4-12.Use the Administrator application to set the importance of the criteria represented in the skillscore.For more information on how the ProCenter Suite matches contacts to agents, see Chapter 4,“Introducing ProCenter Suite Contact Matching”.G281-0810-02, October 20032-8 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGINTRO.FMOverview of the Administrator applicationFeatures Available with the HiPath ProCenter Suite2.5.2 Networked Call Center Feature (Advanced Suite—telephonyonly)The ProCenter Suite provides you with the ability to configure multiple sites within your callcenters. You use the optional Networked Call Center feature to balance the work load amongthe networked sites, by participating in the acceptance and distribution of calls throughout thenetworked call center.Use the Administrator application to configure the settings that are required for your site tofunction in the networked call center.For more information on the Networked Call Center feature, see Chapter 5, “Introducing theNetworked Call Center Feature”.2.5.3 Performance Routing Feature (Standard and Advanced Suites)The ProCenter Suite provides Performance Routing, which you use to specify performancetargets for call types. The Routing Server uses these performance targets to change the routingof the contact, in order to achieve a specified target level. The specified target level is reachedby having the Routing Server shorten the step time of the call type in proportion to the actualand specified performance levels.The administrator can set Performance Routing on individual call types by specifying a targetperformance statistic for the call type.For more information on Performance Routing, see Section 10.4.3, “Setting PerformanceRouting for Call Types”, on page 10-18.2.5.4 Callback Feature (Advanced Suite)The ProCenter Suite provides administrators, agents, and customers with the ability togenerate callbacks, which are requests for a return call, based on a customer’s previousinteraction with the call center. Administrators use the Administrator application to configurehow agents can handle these callbacks. You cannot reserve a callback for a specific agent.A callback can be generated in the following ways:●A customer abandons a call. The Callback Server stores a callback for that abandonedcall. At the scheduled time, the Callback Server sends a request to the Routing Server foran agent who can handle the callback. The Callback Server then sends a callbacknotification message to the desktop of the specified agent. If that agent is unavailable, thecallback is routed to the next available agent.This method of callback generation assumes that you have ANI numbers coming into theswitch.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 2-9

MAGINTRO.FMOverview of the Administrator applicationFeatures Available with the HiPath ProCenter SuiteNur für den internen Gebrauch●●An agent schedules the callback. An agent can schedule a callback from their Desktopapplication. For more information, see the Standard/Advanced HiPath ProCenter DesktopUser Guide.Multiple callbacks are generated by importing a text file from any external application. Thistext file contains a list of callback information.You can only use this feature if you already have the Callback feature. For more informationon importing callback data, see Section 23.6, “Importing Callback Data”, on page 23-7.●●The IVR gathers enough customer information to generate a callback. The callback is thensent to the Callback Server.A customer can generate a callback request from a web page or an email message.>With additional customization, Call Director can also gather enough customerinformation to generate a callback. See your Siemens representative for moreinformation.2.5.5 Configuration Synchronization Feature (HiPath 4000 and Hicom300 E switches only)The ProCenter Suite provides you with the ability to synchronize your HiPath ProCenter switchresource information with the information configured on your switch. Conversely, if you add anynew agents in HiPath ProCenter, their information is automatically updated in the switch.The Configuration Synchronization feature simplifies the configuration of commonly usedswitch resources, and also maintains and updates all HiPath ProCenter switch resources.Switch resource additions, modifications or deletions are mirrored between the switch and theAdministrator application. For example, if you add an IVR group in the switch, that IVR groupis automatically added in the Administrator application. You can also import numerical data,such as transaction numbers and source and destination numbers, from the switch into HiPathProCenter.Configuration synchronization uses the following components:●●●Config-Sync Server—maintains the configuration state of each synchronized resourceConfiguration Synchronization Database—stores configuration synchronizationinformationACDAPP—provides resource information to the Config-Sync ServerFor more information on configuration synchronization, see Chapter 20, “Designing the HiPathProCenter Resource Domain”.For more information on how resources are configured in the switch, see HiPath ProCenterACD Administrator User Guide.G281-0810-02, October 20032-10 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGINTRO.FMOverview of the Administrator applicationNew Functionality2.6 New FunctionalityThe new functionality in HiPath ProCenter, Version 5.1 and Version 5.1 SMR B, is as follows:●●Email—Although Email existed in Version 5.0, the functionality of this feature has changedin Version 5.1.Chat—Although Chat existed in Version 5.0, the functionality of this feature has changedin Version 5.1.● Business Rules Routing—New functionality in Version 5.1 SMR B.● Ring No Answer—New functionality in Version 5.1.● Plug-ins–New functionality in Version 5.1.2.6.1 Email (Standard Suite)The ProCenter Suite provides customers with the ability to send email messages to agents,using the HiPath ProCenter Email Server. Master Administrators can use the Administratorapplication to configure how email messages are handled by agents. Agents use the Desktopapplication to respond to email messages, using a HiPath ProCenter custom email interface.2.6.2 Chat (Advanced Suite)The ProCenter Suite provides web surfers with the ability to submit a request to a call centerfrom a web page, which is set up by the HiPath ProCenter customer. The chat request isenqueued for an agent who can accept chat requests. The agent who accepts the requestinitiates a chat session with the web surfer, using a HiPath ProCenter custom chat interface. Inaddition to the chat session, the agent can point the web surfer to helpful URLs, and also use‘escorted browsing’, where the web surfer sees the web page to which the agent is viewing.NetMeeting is no longer required for chat, as HiPath ProCenter now uses its own chat interface.2.6.3 Business Rules RoutingThe ProCenter Suite provides you with Business Rules Routing, an additional method ofrouting calls via the telephony routing entry. Calls that match the telephony routing entry areprocessed through flows within the Business Rules Routing default flow diagram and sub-flowdiagrams that you create, according to the criteria configured within the diagram. This providesgreater flexibility in the routing of calls.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 2-11

MAGINTRO.FMOverview of the Administrator applicationNew FunctionalityNur für den internen Gebrauch2.6.4 Ring No Answer (HiPath 4000 switch only)The ProCenter Suite provides you with the ability to requeue a call, using the same call type,that has reached the maximum pending time for an available agent. The requeued call doesnot lose its place in the queue. The call is then routed to another available agent who canhandle the call. If the call reaches the maximum pending time again, the call times out. You canchange the priority increment for the reqeueued call, to determine its importance in the queue.>To use the Ring No Answer feature in a HiPath 4000 multi-node switchingenvironment, you must disable the FNAN (forwarding no-answer networkwide)parameter in the COTs (Class of Trunks) that are associated with the incomingtrunks directing calls to HiPath ProCenter.Disabling the FNAN parameter in one or more COTs in a HiPath 4000 multi-nodeconfiguration can lead to inefficient trunk usage.2.6.5 Plug-In FunctionalityHiPath ProCenter enables Desktop agents to dynamically load third-party plug-ins, which areconfigured by Services. This dynamic loading allows for quick and easy implementation of newfeatures.You configure the properties of third-party plug-ins in the Administrator, and select whichagents can have access to these plug-ins. These third-party plug-ins can contain customfunctionality, or provide integration with other external applications.G281-0810-02, October 20032-12 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGcoptn.fmConfiguration OptionsGathering Customers’ Requirements3 Configuration OptionsThis chapter describes the following:●●●●●●●●●Gathering customers’ call requirementsIdentifying telephony callsConfiguring a single-site call centerConfiguring the Desktop application (multiple Real Time Server configurations)Configuring a networked call centerIdentifying callbacksConfiguring callback optionsIdentifying chat requestsIdentifying email messages3.1 Gathering Customers’ RequirementsThe process of gathering customer requirements involves identifying the customer anddetermining how the customer wants their contacts routed by HiPath ProCenter.The ProCenter Suite can gather a customer’s requirements from the following sources:●Public switch information (calls)– Automatic Number Identification (ANI)—information on the calling party– Dialed Number Identification Service (DNIS)—information on the called partyYou can use the public switch information to determine the location of your customers, andthe reason they are contacting the call center. You can retrieve information from a customerdatabase about a customer’s past requirements, to help you anticipate their future needs.Call prompting can give you direct information on a customer’s current requirements.●Customer database retrieval– Customer profile (for example, language, skill level, and location)– Customer history (for example, credit record, past purchases, and outstandingproblems)– Customer preferences (for example, the customer prefers a specific agent)●Call promptingG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 3-1

MAGcoptn.fmConfiguration OptionsGathering Customers’ RequirementsNur für den internen Gebrauch– Dual Tone Multifrequency (DTMF) signaling—information from an IVR (for example,customer account or personal identification numbers)– Voice recognition—information from a PhoneMail system (for example, Sales orService)●Scripts (Call Director application)– Information entered by the customer– Information gathered by the Call Director script during the call●●Email message informationChat request informationAfter a contact is identified, the ProCenter Suite can:●Reserve the contact for a specific agent. The contact waits in queue for the agent tobecome available, and the contact is then assigned to that agent. You cannot reserve acallback for a specific agent.>The Reserve fields in the telephony routing table are disabled if the BusinessRules Routing option is selected. However, Business Rules Routing flowdiagrams can still use the reservation option.●●Determine whether to distribute a telephony call to another site, if you are using theNetworked Call Center feature. If it is distributed successfully, the call arrives in thenetworked call queue at the destination site. Otherwise, your site handles the call.Enqueue the call with a call type which describes its skill requirements. The ProCenterSuite then uses skills-based matching to find the best available agent to handle the call.>The details of the matching process depend on whether you are usingRésuméRouting or RésuméRouting Advanced.For more information on the call matching process, see Chapter 4, “IntroducingProCenter Suite Contact Matching”.In the Basic configuration of the ProCenter Suite, when a call arrives in a RésuméRoutingQueue, the ProCenter Suite uses the telephony routing table to identify the routing parametersfor the call.●The telephony routing table identifies calls by their ANI and DNIS information, and from thequeue in which they wait. The call is then routed according to the selected routing option—Business Rules Routing or Routing Entry.G281-0810-02, October 20033-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGcoptn.fmConfiguration OptionsACD ConfigurationIf the Business Rules Routing option is selected, the call type and routing option aredetermined by the Business Rules Routing flow diagram. If the Routing Entry option isselected, the call type and routing option is determined by the information configured onthe General, Call Data, and DDE tabs of the routing entry.For more information on the routing table, see Section 10.3, “Planning and Designing YourTelephony Routing Table”, on page 10-6.For more information on Business Rules Routing flow diagrams, see .●A custom routing function can use ANI and DNIS information, combined with customerdatabase information, to identify calls in queue. The custom routing function uses theRouting Server to either reserve the call for a specific agent, or route the call based on itscall type. Custom routing functions can use the data in a customer database to makerouting decisions.For more information on designing and writing a custom routing function, see the HiPathProCenter Programming Guide.The following sections illustrate the available configurations.3.2 ACD ConfigurationIf you are still using FlexRouting in your call center configuration, the switch can route incomingcalls to an ACD group. You need to create a FlexRouting route control group (RCG) for eachACD group that uses this type of routing.For more information on ACD groups and route control groups, see Chapter 17, “Configuringthe Switch”.The text following Figure 3-1 describes the numbered steps.Switch(1) Receive call (2) Assign to agent in FlexRouting ACD groupProCenter suite agentFigure 3-1ACD ConfigurationG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 3-3

MAGcoptn.fmConfiguration OptionsSingle-Site Call Center: Telephony Configurations AvailableNur für den internen Gebrauch1. A new call arrives. The switch routes the call to a FlexRouting ACD group.The switch routes the call because the Routing Server is not used in this type>of ACD routing.2. The switch then assigns the call to a Basic Agent in the FlexRouting ACD group.3.3 Single-Site Call Center: Telephony Configurations AvailableProCenter Suite supports different telephony configurations for single-site call centersdepending on the switch that ProCenter will be working with. ProCenter Suite can work with thefollowing switches:●Hicom 300 E● HiPath 4000● HiPath 30003.3.1 Supported Configurations for Hicom 300 E and HiPath 4000SwitchesProCenter Suite supports the following telephony configurations on Hicom 300 E and HiPath4000 switches.●●●●●Basic configurationBasic with PhoneMail or Interactive Voice Response (IVR) call processingIVR Hold (Hicom 300 E and HiPath 4000 switches)ACD Hold (both switches–RésuméRouting Advanced only)FMNQ (Hicom 300 E v6.6 and HiPath 4000 switches)>If you use one of the IVR API configurations, you can configure the switch andthe ProCenter Suite to use the basic call flow for some of your calls.3.3.1.1 Basic ConfigurationFigure 3-2 shows the call flow in the Basic configuration. This configuration can be used witheither the:●Telephony routing tableG281-0810-02, October 20033-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGcoptn.fmConfiguration OptionsSingle-Site Call Center: Telephony Configurations AvailableRoutes the telephony call based on a combination of ACD group, ANI, and DNISinformation to a call type determined by a routing entry or a Business Rules Routing flowdiagram.●Custom routing functionUses data in your customer database to determine the call type of incoming calls. You canaccess customer records based on the ANI or DNIS of the call. The following are someexamples of types of data you can use:– Customer profile (for example, language, skill level, and location)– Customer history (for example, last contact, last agent, and account balance)– Customer preference (for example, preferred agent, and language)See the HiPath ProCenter Programming Guide for details on writing a custom routing function.The text following Figure 3-2 describes the numbered steps.(1) Receive callSwitch(2) Send call notificationProCenter servers(5) Match toagentRésuméRouting queue(6) Assign to agent(7) Redirect to agent(3) Identify routingparameters(4) Enqueue callProCenter suite agentFigure 3-2Single-Site Call Center: Call Flow in the Basic Configuration1. A new call arrives. The ACD routes the call to a RésuméRouting ACD group.2. The switch sends a call notification to the ProCenter Suite.3. The ProCenter Suite identifies the routing parameters by doing one of the following:●Looking for an entry in the telephony routing table that most closely matches the ANI,DNIS, and ACD group information of the call; the call is then routed using either theinformation within the routing entry (call type, call data and DDE data) or the BusinessRules Routing diagramG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 3-5

MAGcoptn.fmConfiguration OptionsSingle-Site Call Center: Telephony Configurations AvailableNur für den internen Gebrauch●Using a custom routing function to identify the routing parameters for the callThe routing entry or the custom routing function specifies the options that the ProCenterSuite uses to route the call.4. The ProCenter Suite enqueues the call. During the enqueuing process, the call can be:●●●Enqueued with a call type and other identified routing parameters. The ProCenterSuite uses the requirements of the call, as defined by the call type, to find the bestavailable agent.Reserved for a specific agent (optional). If the call is not reserved, or if the agent doesnot become available by the specified time limit, the call is enqueued for the next bestavailable agent (the routing entry Reserve fields are unavailable if the Business RulesRouting option is selected).Routed to a time-out extension. If the call cannot be assigned to an agent, the calltimes out at the end of the last call step in the call type. The call is transferred to adefault number, which can be:– A specific number defined by the call type of the call– A global default number used by all call types that do not have a specific numberdefined5. The call is matched to an agent.6. The call is assigned to an agent.7. The call is redirected to the selected agent.3.3.1.2 Basic Configuration With PhoneMail or non-Integrated IVR Call ProcessingFigure 3-3 shows the call flow in the Basic configuration using PhoneMail or non-integrated IVRcall processing. This configuration uses PhoneMail or non-integrated IVR call processing todetermine the routing options of a call. Based on caller input, the PhoneMail system or IVRtransfers the call to a specific ACD number for routing to an agent. The telephony routing tablethen identifies the call based on the ACD group, ANI, and DNIS information associated with thecall.The following diagram shows the call flow for PhoneMail or non-integrated IVR call processing.The text following the call flow diagram describes the numbered steps.G281-0810-02, October 20033-6 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGcoptn.fmConfiguration OptionsSingle-Site Call Center: Telephony Configurations AvailablePhoneMail(1) Gather call requirements(2) TransfercallSwitch(3) Send call notificationProCenter servers(6) Matchto agentRésuméRouting queue(7) Assign to agent(8) Redirect to agent(4) Identify routing parameters(5) Enqueue callProCenter Suite agentFigure 3-3Single-Site Call Center: Call Flow in the Basic Configuration with Phonemail ornon-integrated IVR Call Processing1. A new call arrives. The PhoneMail system answers the call and gathers the requirementsof the call by prompting the customer to press a number corresponding to a destination (forexample, “Press 1 for Domestic Stocks, and 2 for Domestic Bonds”).2. The PhoneMail system transfers the call to the appropriate destination ACD number (forexample, 5711 for Domestic Stocks). ACD routes the call to a RésuméRouting ACD group,which places the call into a RésuméRouting Queue.3. The switch sends a call notification to the ProCenter Suite.4. The ProCenter Suite identifies the routing parameters, using the routing table or thecustom routing function.5. The ProCenter Suite then routes the call, during which time the call can be:●●●Enqueued with a call type and other identified routing parameters, to find the bestavailable agentReserved for a specific agentRouted to a time-out extensionG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 3-7

MAGcoptn.fmConfiguration OptionsSingle-Site Call Center: Telephony Configurations AvailableNur für den internen Gebrauch6. The call is matched to an agent.7. The call is assigned to an agent.8. The call is redirected to the selected agent.3.3.1.3 IVR Hold ConfigurationYou can use the IVR Hold configuration with a Prompt Response unit to hold an enqueued calluntil it is routed to an agent.>Since the IVR Hold configuration ties up the IVR extension and temporarily preventsthe IVR from handling incoming calls until the enqueued call has been routed to anagent, you must alter the IVR Hold configuration to include more IVR extensions.The following diagram shows the call flow for the IVR Hold configuration. The text following thecall flow diagram describes the numbered steps.G281-0810-02, October 20033-8 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGcoptn.fmConfiguration OptionsSingle-Site Call Center: Telephony Configurations Available(1) Receive callSwitch(2) Route to IVR unitProCenter ServersIVR unit(3) Gather callrequirements(4) Enqueue call(6) Match call toagent, or call timesout(5) Assign to agentor time out(7) Transfer to agentProCenter agentFigure 3-4Call flow for the IVR Hold configuration1. A new call arrives.2. The call is immediately routed through ACD routing to an IVR unit.3. The IVR unit gathers information from the caller as to the purpose of their call, and thenuses this information to identify the routing parameters for the call, including the call type.4. The IVR unit sends an enqueue call request to HiPath ProCenter. The Routing Server thensearches for the best available agent to handle the call.5. HiPath ProCenter then does one of the following:●Assigns the call to the best available agentG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 3-9

MAGcoptn.fmConfiguration OptionsSingle-Site Call Center: Telephony Configurations AvailableNur für den internen Gebrauch●Reserves the call for a specific agent (optional)If the call cannot be assigned to an agent by the end of the last call step in the call type, itis routed to a time-out extension.6. HiPath ProCenter notifies the IVR unit of the extension of the assigned agent or the timeouttarget. If the call times out, the IVR does one of the following:●●Transfers the call to a default number specified by the IVR script, or transfers the callto the time-out extension provided by the Routing Server. The time-out extension caneither be a specific number defined by the call type of the call, or a global defaultnumber used by all call types that do not have a specific number defined.Prompts the customer for additional information, and uses the new routing parametersto enqueue the call again. At this time, the process of matching the call to an agent isrepeated.7. The call is transferred to the assigned agent.3.3.1.4 ACD Hold ConfigurationYou can use the ACD Hold configuration with a Prompt Response unit, running the ProCenterIVR software or Call Director application, to transfer calls to a RésuméRouting ACD Group inthe switch, where calls wait until eligible agents become available to handle the calls.When an agent becomes available, HiPath ProCenter diverts the call from the RésuméRoutingACD Group to the agent. The ACD Hold configuration frees the IVR extensions for incomingcalls by transferring calls to the switch, while the Routing Server searches for available agents.This configuration reduces IVR extension requirements so that your IVR can handle a greaternumber of incoming calls.>If you are using the Call Director application with the Hicom 300 E or HiPath 4000switch, you must configure the IVR extensions for your Call Director ports. In addtion,you must also configure the announcement ports for the HiPath 3000 switch.The following diagram shows the call flow for the ACD Hold configuration. The text following thecall flow diagram describes the numbered steps.G281-0810-02, October 20033-10 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGcoptn.fmConfiguration OptionsSingle-Site Call Center: Telephony Configurations Available(1) Receive callSwitch(7) Transfer to agent(6) Assign to specificagent or time out targetProCenter agent(2) Route to IVR unit(3) Gather callrequirements(4a) simultaneously transfers call toRésuméRouting ACD group(4) Enqueue call(5) Match call toagent, reserve callfor agent, or calltimes outIVR unitProCenter ServerFigure 3-5Call Flow of the ACD Hold Configuration1. A new call arrives.2. The call is immediately routed through ACD routing to an IVR unit.3. The IVR unit gathers information from the caller as to the purpose of their call, and thenuses this information to identify the routing parameters for the call, including the call type.4. The IVR unit sends an enqueue call request to HiPath ProCenter. The Routing Server thensearches for the best available agent to handle the call.a) At the same time, the IVR unit transfers the call to a RésuméRouting ACD group.5. HiPath ProCenter then does one of the following:●●Assigns the call to the best available agentReserves the call for a specific agent (optional)If the call cannot be assigned to an agent by the end of the last call step in the call type, itis routed to a time-out extension.6. The call is assigned to a specific agent or time-out target.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 3-11

MAGcoptn.fmConfiguration OptionsSingle-Site Call Center: Telephony Configurations AvailableNur für den internen Gebrauch7. The call is transferred to the assigned agent.3.3.1.5 FMNQ ConfigurationIf you are using a HiPath 4000 switch with a Prompt Response unit, you can create FMNQARTs to support forget-me-not queuing. A caller being processed through an FMNQ ART caninteract with the IVR while waiting in queue for an agent to become available.There are two ways that an FMNQ call can be handled by HiPath ProCenter:●●Using a basic FMNQ configurationUsing an FMNQ configuration with ACD holdScenario 1: Basic FMNQ ConfigurationIn the following scenario, a call arrives in a RésuméRouting RCG with an FMNQ ART and isqueued to the RésuméRouting ACD Group, and after a short delay to the IVR ACD Group. Youuse this scenario when interaction with an IVR is not required.(3c) Call placed back inRésuméRouting RCGIVR ACD GroupRésuméRouting RCGwith an FMNQ ART* (2) Call is queuedIVR unit(1) A call arrives. (3b) Call routed tobest available agentRésuméRoutingACD Group*From this point onward, Scenario 2 followsthe same procedure as Scenario 1.(3a) Call routed tobest available agent1. A call arrives in a RésuméRouting RCG with an FMNQ ART.2. The call is queued to the RésuméRouting ACD Group, and after a short delay to the IVRACD Group.3. At this point, one of the following scenarios can occur:G281-0810-02, October 20033-12 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGcoptn.fmConfiguration OptionsSingle-Site Call Center: Telephony Configurations Availablea) If an agent becomes available, the HiPath ProCenter Routing Server routes the call tothe best available agent.b) If no agent becomes available, and an IVR port is free, the call is handled by the IVRunit. When an agent become available, the call is handled by the IVR unit as follows:●●If the call is set to “transferrable”, the call is routed to the best available agent fromthe IVR port, regardless of what is happening in the IVR.If the call is set to “non-transferrable”, the call is not routed to the best availableagent from the IVR port, until the caller finishes interacting with the IVR.>Using the IVR API, you can set an FMNQ call so that it is either “transferrable”or “non-transferrable”. If the call is set to “transferrable”, the caller can be movedfrom an IVR to the best available agent extension, regardless of what ishappening in the IVR. If the call is “non-transferrable”, the routing of the call istemporarily suspended until the caller either:●●Sets the call to “transferrable”Transfers the call back to the RésuméRouting Queuec) When the caller has finished interacting with the IVR, the call is returned to theRésuméRouting ACD Group where its position in the queue is maintained.Scenario 2: FMNQ Configuration With ACD HoldIn the following scenario, a call arrives in an IVR. The call type is determined by the IVR, andthen transferred to a RésuméRouting RCG with an FMNQ ART. You use this scenario wheninteraction with an IVR is required.(4) The call is transferredto the FMNQ ART.(3) The IVR enqueues the call to HiPathProCenter.RésuméRouting RCGwith an FMNQ ART(1) A call arrives. IVR unitIVR RCGIVR ACD Group(2) The call is enqueued to the IVR ACD group.See the figure inScenario 1 for thecompletion of thisprocedure.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 3-13

MAGcoptn.fmConfiguration OptionsSingle-Site Call Center: Telephony Configurations AvailableNur für den internen Gebrauch1. A call arrives in an IVR RCG.2. The call is enqueued to the IVR ACD group.3. The IVR determines a call type, and enqueues the call to HiPath ProCenter.4. The call is transferred to the RésuméRouting RCG with an FMNQ ART.See step 1 on page 3-12 for the completion of this procedure.3.3.2 Supported Configurations for HiPath 3000 SwitchesThe ProCenter Suite supports the following telephony configurations on the HiPath 3000switch:●●●Announcement configurationInteractive configurationCombination of Announcement and Interactive configuration (Announcement ports andInteractive ports)Both of these configurations use the HiPath ProCenter Call Director application to playannouncements and scripts.See Section 17.6, “Configuring a HiPath 3000 v 4.0 Switch”, on page 17-18, for moreinformation on how UCD groups and Call Destination Lists are configured within the HiPath3000 switch.3.3.2.1 Announcement Configuration>You can only use analog Dialogic boards in the HiPath 3000 Announcementconfiguration.The following diagram shows the call flow for the Announcement configuration. The text follwingthe call flow diagram describes the numbered steps.G281-0810-02, October 20033-14 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGcoptn.fmConfiguration OptionsSingle-Site Call Center: Telephony Configurations AvailableHiPathProCenter CallDestinationList1 2 3 4(1) Call arrives inthe switch.switch(2) Switchpasses callinformation.HiPath 3000 PBXHiPath5000 RSMLAN connectionHiPathManager E(3) Call informationpassed to HiPathProCenter via theCSP component.HiPath ProCenterServer machine(4) Call Directorapplication playsannouncements.(5) HiPathProCentertransfers call to anagent.Figure 3-6HiPath 3000 Announcement configuration1. A telephony call arrives in the switch. Based on the DNIT number associated with the call,the call is associated with a HiPath ProCenter Call Destination List (CDL). The switchprocesses the call by directing the call to the first target specified in the CDL, which is aUniform Call Distribution (UCD) group configured in HiPath ProCenter as aRésuméRouting ACD group.>There are no agents logged on for the first target (UCD group configured asRésuméRouting ACD group), which enables HiPath ProCenter to route calls toavailable agents.2. The switch passes the call information to HiPath 5000 RSM (Real Time ServicesManager).3. CSTA events are passed to the T-Server on the HiPath ProCenter machine via the CSPcomponent that runs on the HiPath 5000 RSM machine.4. The Call Director application on the HiPath ProCenter machine plays announcements forthe caller as their call waits in queue. Callers listen to switch music when:●There is no announcement sequence defined.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 3-15

MAGcoptn.fmConfiguration OptionsSingle-Site Call Center: Telephony Configurations AvailableNur für den internen Gebrauch●●●The announcement sequence has finished playing.The caller is between announcement steps defined within the announcementsequenceA Wait Step is being executed.5. A call can be routed to an agent at any point during step 4.3.3.2.2 Interactive Configuration>You can use both digital and analog Dialogic boards in the HiPath 3000 Interactiveconfiguration.The following diagram shows the call flow for the Interactive configuration. The text followingthe call diagram describes the numbered steps.Call DirectorCallDestinationList1 2 3 4(1) Call arrives inthe switch.switch(2) Switchpasses callinformation.HiPath 3000 PBXHiPath5000 RSMLAN connectionHiPathManager E(3) Call informationpassed to HiPathProCenter via theCSP component.HiPath ProCenterServer machine(4) Call Directorplays script, assignscall type, andenqueues call toHiPath ProCenter.(5, 6) Call istransferred toHiPath ProCenterDNIT, andenqueued for anagent.Figure 3-7HiPath 3000 Interactive ConfigurationG281-0810-02, October 20033-16 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGcoptn.fmConfiguration OptionsNetworked Call Center: Telephony Configurations Available1. A telephony call arrives in the switch. Based on the DNIT number associated with the call,the call is associated with a Call Director CDL. The switch processes the call by directingthe call to the first target specified in the CDL, which is configured in HiPath ProCenter asa FlexRouting ACD group. HiPath ProCenter directs the call to an associated Call Directorport.>Call Director ports log into the FlexRouting ACD group so that the switch canperform UCD routing, and move incoming calls to these ports.2. The switch passes the call information to HiPath 5000 RSM (Real Time ServicesManager).3. Call information is passed to the T-Server on the HiPath ProCenter machine via the CSPcomponent that runs on the HiPath 5000 RSM machine.4. The Call Director application on the HiPath ProCenter machine plays a script for the caller.The caller’s interaction with the script determines the call type, and the call is enqueued foran agent.5. The call is transferred to the HiPath ProCenter DNIT.6. The call is enqueued for an agent.3.3.2.3 Announcement and Interactive ConfigurationYou can have both announcement and interactive ports configured for your Call Directorapplication. In this case, you must make sure that there are enough announcement portsavailable.For more information on configuring UCDs and CDLs in the HiPath 3000 switch, see Section17.6, “Configuring a HiPath 3000 v 4.0 Switch”, on page 17-18.For more information on Call Director functionality, see the HiPath ProCenter Call Director UserGuide.3.4 Networked Call Center: Telephony Configurations AvailableSites in a networked call center can use the following telephony configurations with theProCenter Suite:●●●Basic configurationBasic with PhoneMail, IVR call processing, or Call DirectorIVR API or Call Director with ACD HoldG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 3-17

MAGcoptn.fmConfiguration OptionsNetworked Call Center: Telephony Configurations AvailableNur für den internen Gebrauch>If you use the ACD Hold configuration, you do not have to route all calls through theIVR. You can configure the switch and the ProCenter Suite to use the basic call flowfor some of your calls.The IVR Hold configuration is not available for use with the Networked Call Centerfeature.Reading and understanding the single-site configurations described in Section 3.3, “Single-SiteCall Center: Telephony Configurations Available” will help you understand the basis of thenetworked site configurations.The following sections show the components and describe the call flow in each configuration.3.4.1 Identifying Calls Distributed from Networked SitesWhen the ProCenter Suite determines that a call received at Site A should be handled byanother site (Site B), the Telephony Server (T-Server) at Site A sends a request to the T-Serverat Site B for a networked ACD number. The request contains the following routing parameters:●●●●●Call type nameCall captionCall dataInitial priorityDynamic Data Exchange (DDE) informationThe T-Server at Site B replies with an available networked ACD number. The ProCenter Suiteapplication at Site A then sends a request to the switch to divert the call to Site B. The call isdistributed to the switch at Site B, which sends a call notification to the ProCenter Suite.>If either Site B does not reply with an available networked ACD number, or therequest to divert the call fails, the call remains at Site A, to be handled locally.When a call arrives in the networked call queue at Site B, the ProCenter Suite enqueues thecall with the call type name and other routing parameters that Site A previously identified.However, the ProCenter Suite uses the call type properties as defined in Site B’s AdministrationDatabase to enqueue the call and match the call to an agent.G281-0810-02, October 20033-18 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGcoptn.fmConfiguration OptionsNetworked Call Center: Telephony Configurations Available3.4.2 Basic ConfigurationFigure 3-8 shows the call flow in the Basic configuration for a networked call center, in whichan incoming call does not end up being distributed to another site. The text following the callflow diagram describes the numbered steps.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 3-19

MAGcoptn.fmConfiguration OptionsNetworked Call Center: Telephony Configurations AvailableNur für den internen GebrauchSite A Site B(1) ReceivecallSwitch(2) Send callnotificationProCenter Servers(7) Matchto agentSwitchProCenter ServersRésuméRoutingqueue(8) Assignto agentNetworkedcall queue(9) Redirect toagent(3) Identify routingparameters(4) Determine thatnetwork routing isrequiredProCenter Suite agent(5) Determine thatSite A handles thecall(6) Enqueue callFigure 3-8Networked Call Center: Call Flow in Basic Configuration – Call Not DistributedG281-0810-02, October 20033-20 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGcoptn.fmConfiguration OptionsNetworked Call Center: Telephony Configurations Available1. A new call arrives and the ACD routes the call to a RésuméRouting ACD group, whichplaces the call into a RésuméRouting Queue.2. The switch sends a call notification to the ProCenter Suite.3. The ProCenter Suite uses the telephony routing table or a custom routing function toidentify the routing parameters of the call.4. The ProCenter Suite then determines whether the call requires networked routing.If the call requires networked routing, the ProCenter Suite determines which sites arecurrently accepting calls, based on the acceptance settings made at each participatingsite.>If the call is reserved for an agent, networked routing is not allowed, and theProCenter Suite immediately enqueues the call at Site A.5. Based on the distribution settings made at Site A, the ProCenter Suite determines that SiteA handles the call.6. Since the call is not being distributed to another site, the ProCenter Suite then routes thecall by:●●Enqueuing the call with a call type to find the best available agentRouting the call to a time-out extension, if the call cannot be assigned to an agent bythe end of the last call step in the call type7. The call is matched to an agent.8. The call is assigned to an agent.9. The call is redirected to the selected agent.Figure 3-9 on page 3-22 shows the call flow in the Basic configuration for a networked callcenter, in which an incoming call is distributed to another site. The text following the call flowdiagram describes the numbered steps.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 3-21

MAGcoptn.fmConfiguration OptionsNetworked Call Center: Telephony Configurations AvailableNur für den internen GebrauchSite A Site B(1) Receivecall(6) Request for networkedACD numberRésuméRoutingqueue(2) Send callSwitch notification ProCenter servers(8) Requestto divert call(3) Identify routingparameters(4) Determine that networkrouting is required(7) Reply with networkedACD numberNetworkedcall queueSwitch (10) Sendcallnotification(13) Assignto agent(14) Redirect toagent(5) Determine that Site Bhandles the call(9) Distribute callProCenter suite agent(12)Match toagentFigure 3-9Networked Call Center: Call Flow in the Basic Configuration – Call DistributedG281-0810-02, October 20033-22 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGcoptn.fmConfiguration OptionsNetworked Call Center: Telephony Configurations Available1. A new call arrives and the ACD routes the call to a RésuméRouting ACD group, whichplaces the calls into a RésuméRouting Queue.2. The switch sends a call notification to the ProCenter Suite.3. The ProCenter Suite uses the telephony routing table or a custom routing function toidentify the routing parameters of the call.4. The ProCenter Suite decides that the call requires networked routing, and then determineswhich sites are currently accepting calls, based on the acceptance settings made at eachparticipating site.5. Based on the distribution settings made at Site A, the ProCenter Suite determines that SiteB should handle the call.6. The T-Server at Site A sends a request to the T-Server at Site B for a networked ACDnumber. The request also contains routing parameters for the call that Site A has identified.7. The T-Server at Site B replies with an available networked ACD number.8. The ProCenter Suite sends a request to the switch to divert the call to Site B.9. The call is distributed to the switch at Site B, where ACD routes the call to the networkedACD group, which operates as the networked call queue.10. The switch sends a call notification to the ProCenter Suite.11. The ProCenter Suite routes the call by:●●Enqueuing the call based the call type name and other routing parameters that Site Ahas identified. However, the ProCenter Suite uses the call type properties that Site Bhas defined in its Administration Database to find the best available agent.Routing the call to a time-out extension, if the call cannot be assigned to an agent bythe end of the last call step in the call type.12. The call is matched to an agent.13. The call is assigned to an agent.14. The call is redirected to the selected agent.3.4.3 Basic Configuration With PhoneMail or non-Integrated IVR CallProcessingFigure 3-10 on page 3-24 shows the call flow for the Basic configuration with PhoneMail or nonintegratedIVR Call Processing for a networked call center, in which a call is distributed toanother site. The text following the call flow diagram describes the numbered steps.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 3-23

MAGcoptn.fmConfiguration OptionsNetworked Call Center: Telephony Configurations AvailableNur für den internen GebrauchFigure 3-10(10) Distribute callProCenter Suite agent(6) Determine that Site Bhandles the call(5) Determine that networkrouting is required(15) Redirect toagent(4) Identify routingparameters(14) Assignto agent(12) Enqueue call(9) Requestto divert callNetworkedcall queueRésuméRoutingqueueSwitch(11) Sendcallnotification(13)Match toagent(3) Send callnotification(8) Reply with networkedACD number(2) Transfercall(7) Request for networkedACD number(1) Gather callrequirementsNetworked Call Center: Basic Configuration Call Flow, PhoneMail or IVR CallProcessing – Call DistributedSwitchProCenter ServersProCenter ServersSite A Site BG281-0810-02, October 20033-24 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGcoptn.fmConfiguration OptionsNetworked Call Center: Telephony Configurations Available1. A new call arrives. The PhoneMail system answers the call and gathers call requirementsby prompting the customer to press a number corresponding to a destination (for example,“Press 1 for Domestic Stocks, or 2 for Domestic Bonds”).2. The PhoneMail system transfers the call to the appropriate destination ACD number (forexample, 5711 for Domestic Stocks). The ACD routes the call to a RésuméRouting ACDgroup, which places the calls into a RésuméRouting Queue.3. The switch sends a call notification to the ProCenter Suite.4. The ProCenter Suite identifies the routing parameters that the PhoneMail system hasgathered.5. The ProCenter Suite then determines whether the call requires networked routing.6. The ProCenter Suite determines that Site B should handle the call.7. The T-Server at Site A sends a request to the T-Server at Site B for a networked ACDnumber. The request also contains routing parameters for the call that Site A has identified.8. The T-Server at Site B replies with an available networked ACD number.9. The ProCenter Suite sends a request to the switch to divert the call to Site B.10. The call is distributed to the switch at Site B, where ACD routes the call to the networkedACD group, which operates as the networked call queue.11. The switch sends a call notification to the ProCenter Suite.12. The ProCenter Suite routes the call by:●●Enqueuing the call based on the call type name and other routing parameters that SiteA has identified. However, the ProCenter Suite uses the call type properties that SiteB has defined in its Administration Database to find the best available agent.Routing the call to a time-out extension, if the call cannot be assigned to an agent bythe end of the last call step in the call type.13. The call is matched to an agent.14. The call is assigned to an agent.15. The call is redirected to the selected agent.3.4.4 IVR API Configuration or Call Director With ACD HoldThe ACD Hold configuration uses IVR units running the ProCenter Suite IVR software toenhance the gathering of caller requirements. In this configuration, the IVR sends a callnotification to the ProCenter Suite and transfers the call to the ACD group in the switch. Thisfrees the IVR extension to take new, incoming calls.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 3-25

MAGcoptn.fmConfiguration OptionsNetworked Call Center: Telephony Configurations AvailableNur für den internen GebrauchFigure 3-11 shows the call flow in the ACD Hold configuration for a networked call center, inwhich a call is distributed to another site. The text following the call flow diagram describes thenumbered steps.G281-0810-02, October 20033-26 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGcoptn.fmConfiguration OptionsNetworked Call Center: Telephony Configurations AvailableFigure 3-11(7) Determine that Site Bhandles the call(3) Gather callrequirementsIVR unit(6) Determine that networkrouting is required(13) Enqueue call(4) Send callnotification(9) Reply with networkedACD number(14) Matchto agentProCenter Suite Servers ProCenter Suite Servers(8) Request for networkedACD number(5) Transfercall(10) Requestto divert call(15) Assign toagent(12) Send callnotification(2) Route toIVR unitProCenter SuiteagentRésuméRoutingqueue(11) DistributecallNetworkedcall queue(16) Redirect toagent(1) ReceivecallNetworked Call Center: Call Flow in ACD Hold Configuration – Call DistributedG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 3-27Switch SwitchSite A Site B

MAGcoptn.fmConfiguration OptionsNetworked Call Center: Telephony Configurations AvailableNur für den internen Gebrauch>Instead of an IVR, you can use the Call Director application to gather callerrequirements and transfer the call to the appropriate ACD queue.1. A new call arrives.2. The call is immediately routed to an IVR.3. The IVR prompts the customer for information on the purpose of the call.4. The customized script in the IVR notifies the ProCenter Suite that a call has arrived. TheIVR specifies the parameters that the ProCenter Suite uses to route the call.5. The IVR transfers the call to a RésuméRouting Queue, which frees the IVR extension totake new calls.6. The ProCenter Suite determines that the call requires networked routing.7. The ProCenter Suite determines that Site B should handle the call.8. The T-Server at Site A sends a request to the T-Server at Site B for a networked ACDnumber. The request also contains routing parameters for the call that the IVR at Site Ahas identified.9. The T-Server at Site B replies with an available networked ACD number.10. The ProCenter Suite then sends a request to the switch to divert the call to Site B.11. The call is distributed to the switch at Site B, where ACD routes the call to the networkedACD group, which operates as the networked call queue.12. The switch sends a call notification to the ProCenter Suite.13. The ProCenter Suite then routes the call by:●●Enqueuing the call based on the call type name and other routing parameters that SiteA has identified. However, the ProCenter Suite uses the call type properties that SiteB has defined in its Administration Database to find the best available agent.Routing the call to a time-out extension, if the call cannot be assigned to an agent bythe end of the last call step in the call type.14. The call is matched to an agent.15. The call is assigned to an agent.16. The call is redirected to the selected agent.G281-0810-02, October 20033-28 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGcoptn.fmConfiguration OptionsIdentifying Callbacks3.5 Identifying CallbacksIn any configuration of the ProCenter Suite, when a callback arrives in a RésuméRoutingQueue, the ProCenter Suite identifies the routing parameters for the callback based on one ofthe following criteria:●The callback call type assigned when a callback is generated in response to an abandonedincoming telephony call>To ensure that any calls arriving in the RésuméRouting Queue from the CallDirector application do not use a Call Director application port number as acallback destination, you must configure a Call Director IVR ACD group, IVRroute control group, and any IVR extensions. See the HiPath ProCenter CallDirector User Guide.●●●The customer criteria entered by the agent who created the callback in their desktopapplicationThe customer criteria gathered by the IVRThe callback call type assigned when a customer generates a callback request from a webpageThe web page used by a customer to generate a callback request is not a component ofthe HiPath ProCenter Suite. You must work with your customers to create a web page thatthey can use to submit callback requests.●●The callback information listed in the imported text fileA callback request in an email messageThe callback is then enqueued for the best available agent.Figure 3-12 on page 3-30 shows the callback sources and how the callbacks are routed in theProCenter Suite. The text following the call flow diagram describes the numbered steps.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 3-29

MAGcoptn.fmConfiguration OptionsIdentifying CallbacksNur für den internen Gebrauch(1) Callback generatedProCenter Desktop application(2) Callback scheduledIVRCallback Server(3) Agent foundCustomer web pageor email messageCallback is generated in response to anabandoned call(4) Callback sent to best available agentCallback text fileRouting ServerFigure 3-12Callback Sources DiagramG281-0810-02, October 20033-30 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGcoptn.fmConfiguration OptionsIdentifying Chat Requests1. The callback is generated from one of the sources shown.2. After the Callback Server receives the callback, the callback is scheduled to the RoutingServer at the appropriate time.3. When an agent is found, the Routing Server sends a notification to the Callback Server thatthe callback has been assigned to an agent.4. A notification of the callback is sent to the best available agent.5. The callback is matched to an agent.>6. The agent makes the callback at the assigned time.7. The agent wraps up the callback. The agent can only enter wrapup information after thecallback has completed successfully.>If a callback reaches its maximum step time without being handled by an agent,a record for the callback with a callback result of ‘call type timeout’ is sent to theReporting Database. The callback is then deleted from the Callback Database.You only enter a wrapup reason for a callback if the callback result is successful(i.e, you talked to the customer). If the callback result is not successful, youenter a retry reason for the callback, and the callback is retried at the assignedtime.3.6 Identifying Chat RequestsThe chat routing table identifies chat requests by their initial URL information.A custom routing function can use initial URL information, combined with customer databaseinformation, to identify chat requests in queue. The custom routing function uses the RoutingServer to either reserve the chat request for a specific agent, or route the chat request basedon its call type. Custom routing functions can use the data in a customer database to makerouting decisions.When the chat request is identified, the Routing Server uses the defined routing parameters toroute the chat request. These routing parameters can also be used to reserve chat requests fora specific agent at the site, or to route a contact based on its call type.In any configuration of the ProCenter Suite, when a chat request arrives in a RésuméRoutingqueue, the ProCenter Suite identifies the routing parameters for the chat request based on thefollowing criteria:●●The chat call type assigned when a chat request is generated from a customer web page.Agents who have the chat media type selected.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 3-31

MAGcoptn.fmConfiguration OptionsIdentifying Chat RequestsNur für den internen GebrauchFigure 3-13 on page 3-32 shows the web page source and how the chat request is routed inthe ProCenter Suite.3) Chat request routed throughinternal firewall to Web Server.InternetHiPath WebServerInterfaceFirewallInternalFirewallInternalWeb ServerFigure 3-13Web user1) Customer requests helpfrom a web page.2) Chat requestrouted throughfirewalls toCorporate WebServer.Chat Request ConfigurationCorporateWeb ServerHiPathProCenterServermachine4) Web Serverinterface routeschatrequest to HiPathProCenter Server5) Chat request enqueued foragent. Chat session initiated.HiPathProCenteragent1. A customer requests help from a web page. They select a call type from the list. This calltype determines how the chat request is routed once it arrives on the HiPath ProCenterServer machine.2. The chat request is routed through the Internet, and any external firewalls, to a corporateweb server.3. The chat request is routed through the internal firewall to the HiPath ProCenter Web Serverinterface.4. The Web Server interface routes the chat request to the HiPath ProCenter server machine.5. The chat request is enqueued for an agent. The agent initiates a chat session with thecustomer.G281-0810-02, October 20033-32 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGcoptn.fmConfiguration OptionsIdentifying Chat Requests3.6.1 Identifying Email MessagesThe email routing table identifies email messages by their category information.The categorization process, combined with customer database information, identifies emailmessages in queue. A call type is assigned based on this information; or, the email messageis reserved for a specific agent. When the email message is identified, the Email Server usesthe defined routing parameters to route the email message.In any configuration of the ProCenter Suite, when an email message arrives at the EmailServer, the ProCenter Suite identifies the routing parameters for the email message based onthe following criteria:●●The category assigned to the email routing table.Agents who have the email media type selected.For more information on configuring your Email server and setting up the Email feature, seeAppendix B, “Configuring Email Functionality”.1. The email message is retrieved from the corporate email server.2. The IMAP or SMTP protocol adds the message to the Working folder on the HiPathProCenter Server machine.3. If selected, the Categorizer module returns a list of categories that occur in the emailmessage.4. A call type is assigned to the email message, depending on the assigned category.5. If selected, the Auto Response module returns a status code. The email message is nowin Replied state.6. Depending on the assigned status code, the Auto-Acknowledgement module sends ordoes not send an auto acknowledgement.7. The email message proceeds through the enqueued and active states.8. The email message is assigned to an agent.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 3-33

MAGcoptn.fmConfiguration OptionsIdentifying Chat RequestsNur für den internen GebrauchCorporateEmail InboxCorporate Email Server1) Email message retrievedfrom Corporate Email Inbox.HiPath ProCenterEmail ServerAuto-Acknowledgementmodule6) Depending on statuscode from Auto-Response module,Auto-Ack module sendsor does not send anauto-acknowledgement.HPPC Working Folder on c: drive7) Email messages proceed throughthe following states:1. Enqueued2. ActiveAuto-Acknowledgementmodule used, if anauto-acknowledgementrequiredSent FolderPartial Reply Folder2) IMAP protocol addsmessage to Working Folder.InternalMailBufferAuto-Responsemodule5) If selected, theAuto-Responsemodule returns astatus code. Emailnow in Repliedstate.4) Call typeassigned, basedon categoriesreturnedEmail Categorizermodule3) If selected, theCategorizer modulereturns a list ofcategories occurringin the emailmessage.8) Emailmessagedelivered toagent.Depending onthe actions of theagent, the emailcan go into one ofthree states:DiscardedDeferredRepliedFigure 3-14Email Message ConfigurationG281-0810-02, October 20033-34 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGcoptn.fmConfiguration OptionsProCenter Suite Desktop Application Configuration3.7 ProCenter Suite Desktop Application Configuration>If you have more than 150 agents using the Desktop applications at your site, youshould divide the agents among separate LAN segments to avoid networkcongestion. Each LAN segment has a Real Time Server, which requests andreceives data from the ProCenter servers for the ProCenter Suite Desktopapplication workstations on the segment.The Real Time Server is the software component that runs on the Real Time Server machine.The Real Time Server helps reduce the LAN traffic required to support the ProCenter SiteDesktop application workstations. Figure 3-15 shows an example of a Real Time Serverconfiguration.SwitchProCenter ServerReal Time ServerReal Time ServerLANSegment 1LANSegment 2LAN Segment3Agent workstationsFigure 3-15Multiple Real Time Server ConfigurationsG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 3-35

MAGcoptn.fmConfiguration OptionsProCenter Suite Desktop Application ConfigurationNur für den internen Gebrauch>Work with your LAN administrator and Siemens representative to determine yourspecific needs.G281-0810-02, October 20033-36 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCNCPT.FMIntroducing ProCenter Suite Contact MatchingHandling Contacts4 Introducing ProCenter Suite Contact MatchingThis chapter describes how the ProCenter Suite routes contacts by determining the bestpossible match between customers and available agents. This chapter contains information onthe following:●●●●●How the ProCenter Suite routes contactsHow the ProCenter Suite reserves contacts (except for callbacks)How the RésuméRouting feature compares the skills required by the customers to the skillsof your agents, to find the agents who are eligible to handle the contactsHow the RésuméRouting Advanced feature compares the call requirements of thecustomers to the skills of your agents, to find the agents who are eligible to handle thecontactsHow the ProCenter Suite determines the best possible match between contacts andagents, using matching criteria that you can define.This chapter also describes the differences between RésuméRouting and RésuméRoutingAdvanced in determining the best matchIn a single-site call center, all contacts that arrive in the RésuméRouting Queues are handledat the site, whether the contacts are reserved for a specific agent, or routed based on call type.In a networked call center, telephony calls can arrive in two ways:●●New, incoming calls arrive in the RésuméRouting Queues.Calls distributed from another site arrive in the networked call queue at the destination site.For more information on the conditions for accepting or distributing a call, see Chapter 5,“Introducing the Networked Call Center Feature”.For more information on the call flows, see Chapter 3, “Configuration Options”.4.1 Handling ContactsThe following sections describe the process of:●●Reserving contacts for specific agentsRouting a contact based on its call typeG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 4-1

MAGCNCPT.FMIntroducing ProCenter Suite Contact MatchingHandling ContactsNur für den internen Gebrauch4.1.1 Reserving Contacts for Specific AgentsWhen designing the routing parameters for a contact, you have the option to reserve thecontact for a specific agent. You can use this option if you know the most appropriate agent tohandle a specific contact, or you want a specific customer account to be handled by a specificagent, whenever possible.>Callbacks cannot be reserved for specific agents upon creation.When a contact is reserved for a specific agent, the Routing Server (telephony/callbacks), theEmail Server (email) or Web Collaboration Server (chat) checks if the agent is logged on to usethe specified feature. The following can occur:Single-Site Call Center●●If the agent is available, the ProCenter Suite assigns the contact to the agent.If the agent is logged on, but is not available, the Routing Server (or Email Server, or WebCollaboration Server) waits for a specified amount of time for the agent to becomeavailable. When the agent becomes available, the ProCenter Suite assigns the contact thathas been reserved for the longest time to the agent. If the contact cannot be assigned tothe agent by the end of the time limit, the ProCenter Suite routes the contact based on itsspecified call type.Networked Call Center>If the routing parameters specify a reserve option, the call cannot be distributed toanother site; the originating site handles the call.Callbacks, chat calls, and email messages cannot be distributed to other sites.●●If the agent is available, the contact is assigned to the agent.If the agent is not logged on, the Routing Server determines whether the contact requiresnetwork routing, and if so, the Networking Server determines the site that should handlethe contact.For more information on distributing calls, see Section 5.4, “About the Conditions forDistributing a Call”, on page 5-3. If the contact does not require network routing, your sitehandles the contact, and the Routing Server routes the contact based on its specified calltype.G281-0810-02, October 20034-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCNCPT.FMIntroducing ProCenter Suite Contact MatchingHandling Contacts●If the agent is logged on, but is not available, the Routing Server waits for a specifiedamount of time for the agent to become available. When the agent becomes available, thecontact that has been reserved for the agent for the longest time is assigned to the agent.If the contact cannot be assigned to the agent before the end of the time limit, the contactis routed based on its specified call type.4.1.2 Routing a Contact Based on its Call TypeA call type must be specified for every contact, whether the contact is routed by the routingtable, a custom routing function, or an IVR. The call steps within the call type specify therequirements that a contact must meet at a specific time in queue. The Routing Server can thenfind the best available agent for the contact.>If you are using the Networked Call Center feature, when a site distributes atelephony call to another site, the originating site has already identified the name ofthe call type that the destination site uses to enqueue the call. The destination sitemust have the same call type name set up in its Administration Database to acceptthe call. However, the destination site uses its own Administration Database todefine the properties of the call type.The first call step defines the ideal requirements of the contact. When the contact first arrivesin queue, the Routing Server searches for the ideal agent to handle the contact. The followingcan happen:●●●●If several available agents are eligible for the contact, the contact is assigned to the bestavailable agentIf only one available agent is eligible for the contact, the contact is assigned to that agentIf there is no available agent who meets the requirements, the contact waits until the endof a step before moving to the next call stepIf there is no agent logged on who meets the requirements of the current step, the contactmoves to the next call step immediatelySubsequent call steps should relax the requirements of the contact, so that the Routing Serveris more likely to find an available agent who can handle the contact. Each call step defines therequirements of the contact, the amount by which the priority of the contact increases, and theamount of time the contact can wait in the step.If the ProCenter Suite has not assigned the contact to an agent by the end of the last call step,the following time-out scenarios can occur, depending on the media type of the contact:●●When a telephony call times out, it is transferred to any non-ProCenter extension, such asthe PhoneMail system.When an email message times out, it is sent to a time-out email call type.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 4-3

MAGCNCPT.FMIntroducing ProCenter Suite Contact MatchingRésuméRoutingNur für den internen Gebrauch●●When a callback times out, a record is written to the Reporting Database and the callbackis deleted from the Callback Database.When a chat request times out, it is deleted from the system.When a contact is enqueued with a call type, the ProCenter Suite uses skills-based routing tofind the best available agent for the contact. The following sections describe the two methodsof skills-based routing:●●RésuméRoutingRésuméRouting AdvancedSection 4.4 on page 4-12 describes how the ProCenter Suite finds the best available agent tohandle a contact.4.2 RésuméRoutingThe following sections introduce the RésuméRouting feature by describing:●●●The process of finding a match between an available agent and a contact in queueThe characteristics that make an agent eligible to handle a contactThe concept of skills, and how you use skills to group the agents capable of handling acontact4.2.1 The Contact Matching Process in RésuméRoutingIn RésuméRouting, when a contact is routed based on its call type, the ProCenter Suite checksthe résumés of available agents to determine which agents have the skill required by thecontact. The ProCenter Suite first determines which of the available agents are eligible for thecontact, then determines the best possible agent to handle a contact. If no available agent iseligible for the contact, the contact remains in queue until either:●An agent becomes availableWhen an agent becomes available, the ProCenter Suite compares the agent’s résumé tothe skill required by each contact in queue, to find the contacts for which the agent iseligible. If the agent is eligible for any contact, the agent is assigned the contact that is thebest possible match for the agent. This is called agent-to-calls comparison.●The skill required by the contact changes (that is, the contact moves to a new call step)If the contact moves to the next call step in the call type, the skill required by the contactchanges. The ProCenter Suite compares the new requirements with the résumés ofavailable agents to determine which agents are eligible. If more than one available agentis eligible, the ProCenter Suite assigns the contact to the best possible agent to handle thecontact. This is called call-to-agents comparison.G281-0810-02, October 20034-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCNCPT.FMIntroducing ProCenter Suite Contact MatchingRésuméRouting>If there are no agents logged on who have the skill specified in the call step, thestep is skipped, with no wait time.However, if there is no agent currently logged on who has the skill required by the call step, thecontact moves to the next call step immediately.Therefore, the ProCenter Suite makes a comparison only when:●●●The contact arrives in the queueThe contact’s call requirements changeAn agent becomes availableWhen checking which agents have the skill required by a contact, the ProCenter Suite oftenfinds either:●●Two or more agents with the skill required by a contact (in call-to-agents comparisons)One agent with the skill or skills required by two or more contacts (in agent-to-callscomparisons)In both cases, the ProCenter Suite determines the best possible match between a contact andan agent.For more information on matching contacts and agents, see Section 4.4, “Determining the BestPossible Match”, on page 4-12.>If you are planning to use only one skill per call step, you can configure the currentcall type step to include agents that were eligible for the previous call type steps. Youmust configure a unique skill requirement for the current call type step that includesthe skills from the previous call type steps.4.2.2 Eligibility in RésuméRoutingIn RésuméRouting, to determine if an agent is eligible to handle a contact, the ProCenter Suitechecks whether an agent’s résumé contains the skill currently required by the contact. While acontact is in queue, it moves through the call steps, each of which specifies the skill requiredby the contact during that period. Therefore, the first step should require a skill that is held byonly the ideal agents to handle the contact. If the ProCenter Suite does not route the contactimmediately, then successive call steps should require skills that more agents have, to improvethe chance of assigning the contact.To be eligible for a contact, an agent must have the skill required by the current call step.Otherwise, the agent is not assigned the contact during the current call step.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 4-5

MAGCNCPT.FMIntroducing ProCenter Suite Contact MatchingRésuméRouting AdvancedNur für den internen GebrauchFor more information on how to define the skills used in your call steps, see Section 4.2.3,“Defining Skills in RésuméRouting”, on page 4-6.You can also prevent agents from being eligible for contacts, by excluding a skill in an agent'srésumé. For example, you might exclude a skill temporarily, for an agent who has recently hadtrouble handling contacts that require the skill.For more information, see Section 14.3.5.1, “Excluding Skills”, on page 14-6.The ProCenter Suite considers the priority of each contact, and the results of the skill-scorecalculation, to determine the best possible match between a contact and an agent.For more information, see Section 4.4, “Determining the Best Possible Match”, on page 4-12.4.2.3 Defining Skills in RésuméRoutingSkills are areas of knowledge or proficiency that describe the requirements of customers andthe agent’s ability to handle the contacts. In RésuméRouting, skills are used to group agentswho are able to handle a contact at a specific time in queue. The definition of your skillsdepends on how well you identify the types of contacts that your site handles.For example, our fictitious company, YourCompany Capital Management, has a call type forEnglish-speaking customers who require RSP (Retirement Savings Plan) advice. Each step inthis call type specifies a different skill. The first step specifies the skill that is held by only thebest agents to handle the contact. The subsequent steps specify skills that are held by moreagents, to increase the number of agents who are eligible to handle the contact. If the call typehad three call steps, the steps might represent the following skills:●●●An agent with advanced RSP knowledge (ADV_RSP skill)An agent with intermediate RSP knowledge (MED_RSP skill)An agent with basic RSP knowledge (BAS_RSP skill)By defining your call steps, you can use skills to define the group of agents who are suited tohandle the contact at a particular point in time.4.3 RésuméRouting AdvancedThe following sections introduce the RésuméRouting Advanced feature, by describing:●●●●The process of finding a match between an available agent and a contact in queueThe characteristics that make an agent eligible to handle a contactThe concept of skills, and how you use skills to create sets of call requirementsHow RésuméRouting Advanced uses call requirements to find agents with a specified setof skillsG281-0810-02, October 20034-6 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCNCPT.FMIntroducing ProCenter Suite Contact MatchingRésuméRouting Advanced4.3.1 The Contact Matching Process in RésuméRouting AdvancedIn RésuméRouting Advanced, the ProCenter Suite compares call requirements with agentrésumés to find the best possible match between contacts and available agents. Each stepspecifies the call requirements, which are a set of skills required by the contact. To determinethe best possible agent to handle a contact, the ProCenter Suite must first determine whichagents are eligible to handle the contact.If no agent is available and eligible to handle the contact, the contact remains in queue untileither:●An agent becomes availableWhen an agent becomes available, the agent’s résumé is compared to the requirementsof each contact in queue. If the agent is eligible for any contacts, the agent is assigned thecontact that is the best possible match. This is called agent-to-calls comparison.●The requirements of the contact change (that is, the contact moves to a new call step)If the requirements of the contact change, the new requirements are compared to therésumés of available agents to determine which agents are eligible. If any available agentsare eligible, the contact is assigned to the best possible agent. This is called call-to-agentscomparison. However, if there is no agent currently logged on who is eligible for the callstep, the contact moves to the next call step immediately.Therefore, the ProCenter Suite makes a comparison only when:●●●The contact arrives in the queueThe contact’s requirements changeAn agent becomes availableEach comparison first checks which agents are eligible for which contacts, then determines thebest possible match between contacts and eligible agents. When checking eligibility, theProCenter Suite often finds either:●●Two or more agents eligible to handle the same contact (in call-to-agents comparisons)One agent eligible to handle two or more contacts (in agent-to-calls comparisons)In both cases, the ProCenter Suite determines the best possible match between a contact andan agent. To do so, the ProCenter Suite considers the following:●●The priority of the contactThe skill scores, which represent whether a particular contact and a particular agent are agood skills-matchFor more information, see Section 4.4, “Determining the Best Possible Match”, on page 4-12.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 4-7

MAGCNCPT.FMIntroducing ProCenter Suite Contact MatchingRésuméRouting AdvancedNur für den internen GebrauchThe following sections provide more details about defining skills and call requirements inRésuméRouting Advanced.4.3.2 Defining Skills for RésuméRouting AdvancedSkills are areas of knowledge or proficiency that describe the requirements of customers andthe agent’s ability to handle the contacts. In RésuméRouting Advanced, you can use acombination of skills to define the requirements of a customer. For example, a customer mightneed to speak to an agent who is fluent in Spanish, and an agent’s résumé might include,among other skills, the ability to speak English and Spanish.Defining skill levels and skill requirements assist you in:Responding more effectively to customer needsOptimizing the use of agent resources, identifying the specific skill requirements of yourcustomers, and documenting the corresponding skills of your agents helps you to provide thebest possible match. For example, you can create skills to represent languages (SPANISHskill), areas of knowledge (STOCK_FUNDS, MUTUAL_FUNDS skills), regions that your agentsmight represent (MIDWEST, WESTCOAST skills), or customer accounts (CUSTOMER_Askill).Using skill levels for greater precision in defining call requirements and agent skillsSkill levels range from 1 to 9, with 9 being the most skilled. For example, if an agent hasconversational, but not advanced, Spanish language skills, you might classify the agent ashaving SPANISH at a skill level of 3, whereas you might classify an agent who is fluent inSpanish at a skill level of 9.Defining the requirements of customersUsing the ProCenter Suite, you express your customers’ requirements in simple yet preciselogical expressions. For example, YourCompany Capital Management offers brokerageservices and financial counselling to their customers. Some of YourCompany’s customersspeak only Spanish. These customers might require an agent who has both the SPANISH skilland the STOCK_FUNDS skill, for example:SPANISH,5 AND STOCK_FUNDS,7Note the word AND and the values 5 and 7 in the preceding example. AND is a logical operatorindicating that agents must have both SPANISH and STOCK_FUNDS skills to handle thatparticular contact. The values 5 and 7 represent the minimum skill levels that the agent musthave to be eligible to handle the contact.When defining call requirements, you define the skills and skill levels required by the contacts.The ProCenter Suite compares the call requirements to your agents’ résumés, to determinewhich agents are eligible to handle a contact. The group of eligible agents is called a virtualgroup.G281-0810-02, October 20034-8 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCNCPT.FMIntroducing ProCenter Suite Contact MatchingRésuméRouting AdvancedThe virtual group of agents qualified to handle SPANISH,5 AND STOCK_FUNDS,7 contactscan be identified as the Stocks Spanish virtual group.Stocks SpanishSPANISH,5 AND STOCK_FUNDS,7The following table shows skill and skill-level information from the résumés of threeYourCompany agents.Smith Yang PatelSkill Level Skill Level Skill LevelINDEX_FUNDS 8 INDEX_FUNDS 4 INDEX_FUNDS 4MIDWEST 8 STOCK_FUNDS 7 STOCK_FUNDS 7STOCK_FUNDS 7 BLUE_CHIPS 7 BLUE_CHIPS 7ENGLISH 9 ENGLISH 5 ENGLISH 8SPANISH 3 MANDARIN 8 SPANISH 6Table 4-1Skills and Skill Levels of Three YourCompany AgentsCompare the Stocks Spanish call requirements to each agent’s résumé information. AgentsSmith and Yang do not meet the call requirements, because they do not have SPANISH at level5. However, agent Patel meets the call requirements, because he has both STOCK_FUNDS atlevel 7 and SPANISH at level 6. To belong to a virtual group, agents can have a higher skill levelthan is required. They cannot have a lower skill level.Not all call requirements can be expressed as simply as Stocks Spanish. Therefore, theProCenter Suite uses additional logical operators (OR and NOT) and parentheses, so you canprecisely document your call requirements.Documenting your agents’ résumés in detailEach agent résumé can contain up to 100 skills, and each skill has:●●Skill levels, which you can use to define the level of expertise in a skill that a customerrequires, and that an agent must have to meet the customer’s call requirements.Preference levels, which you can use to indicate whether an agent prefers to handlecontacts requiring a particular skill. You can determine whether the preference levels havean impact on routing contacts to your agents.For more information, see Section 13.1.3, “About Preference Levels”, on page 13-3.●An exclusion option, which you can use to exclude skills in an agent’s résumé, if for somereason you do not want the agent to handle contacts that require a particular skill.For more information on the exclusion option, see Section 4.3.4, “Eligibility inRésuméRouting Advanced”, on page 4-11.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 4-9

MAGCNCPT.FMIntroducing ProCenter Suite Contact MatchingRésuméRouting AdvancedNur für den internen GebrauchThe following section describes how call requirements can change throughout the life cycle ofa contact.4.3.3 Call Requirements in RésuméRouting AdvancedA call requirement is a set of required skills. The ProCenter Suite uses call requirements todetermine both the agents who are eligible for contacts in queue, and the best possible matchbetween customers and agents. This section builds on the example described in the precedingsection to show how the call requirements of a call type can change.>If there are no agents logged on who have the skill specified in the call step, the stepis skipped, with no wait time.The requirements of a contact that is routed based on its call type can change during each callstep, throughout the life of the contact. With each call step:●●●Different call requirements can be associated with the contact.The priority of the contact can be increased.The length of time for the step can be specified.For example, in YourCompany’s Spanish Stock Clients call type, the requirements of the firstcall step are called Stocks Spanish. The requirements of the first call step are the idealrequirements, since they define the set of skills that the ProCenter Suite looks for when thecontact first arrives in queue. Subsequent call steps use less stringent call requirements, toimprove the chance of the contact being matched as it waits in queue. The following tableshows the call steps defined for the call type.Name of CallRequirementsStocks SpanishStockSomeSpanishSomeStockSpanishCall RequirementsSPANISH,5 ANDSTOCK_FUNDS,7SPANISH,3 ANDSTOCK_FUNDS,7SPANISH,3 ANDSTOCK_FUNDS,3PriorityIncrementStep Time(seconds)5 15 110 20 215 20 2SomeSpanish SPANISH,3 15 20 4Table 4-2>Call Steps in the Spanish Stock Clients Call Type# EligibleAgentsYou cannot configure the # Eligible Agents field. The value in this field is calculatedautomatically.G281-0810-02, October 20034-10 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCNCPT.FMIntroducing ProCenter Suite Contact MatchingRésuméRouting AdvancedIf Stocks Spanish contacts are not matched to an agent after 15 seconds, the contact movesto the next call step.Compare the agent résumés shown in Table 4-1 on page 4-9 with the StockSomeSpanish callrequirements.The contact still requires Spanish, so agent Yang does not meet these call requirements, butnow that the SPANISH skill level requirement is lower, agent Smith meets the call requirements.Therefore, agents Patel and Smith belong to the StockSomeSpanish virtual group.If you compare the agents’ résumés with the call requirements of the next two call steps, youfind that both Smith and Patel meet the call requirements. Agent Yang still does not meet therequirements, because Yang does not have the SPANISH skill. Therefore, Yang does notbelong to any of the virtual groups associated with the Spanish Stock Clients call type.4.3.4 Eligibility in RésuméRouting AdvancedAt the beginning of each call step, the ProCenter Suite determines agent eligibility.Each set of skills within a call requirement includes:●●●The skills requiredThe minimum skill level at which they are requiredLogical operators that determine what combination of skills are requiredYou can use the following logical operators to specify the relationship between skills: AND, OR,and NOT. You can also use parentheses to group skills together.Here is one of YourCompany’s more complex call requirements:MANDARIN,6 AND (BLUE_CHIPS,8 OR STOCK_FUNDS,8)To be eligible for a contact, an agent must have all the skills required by the current call step,at a skill level that is equal to or greater than the skill level required. In the example above, anagent must have the MANDARIN skill at level 6, and either or both of the other skills at level 8,to be eligible for the call requirements.For more information on how call requirements are defined, see Section 13.2.1, “Defining CallRequirements”, on page 13-7.You can also prevent agents from being eligible for contacts by:Forbidding skills in the call requirementsIf there is a NOT operator in front of a skill in the call requirements, the skill is called a forbiddenskill. Agents who have the forbidden skill in their résumés do not meet the call requirements.For example, in generic contacts, you might forbid specialized skills that few agents have, sothat specialized agents can be saved for specialized contacts. YourCompany uses the followingcall requirements for one of their generic call types:G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 4-11

MAGCNCPT.FMIntroducing ProCenter Suite Contact MatchingDetermining the Best Possible MatchNur für den internen GebrauchNOT MANDARIN AND (BLUE_CHIPS,8 OR STOCK_FUNDS,8)By forbidding Mandarin-speaking agents to take contacts that most agents are qualified tohandle, you can keep Mandarin-speaking agents available for contacts that require theMANDARIN skill, that is, contacts that few agents are qualified to handle.For more information, see Section 13.2.1.4, “Forbidding a Skill”, on page 13-9.Excluding skills in a specific agents’ résuméFor each skill in an agents’ résumé, you have the option to exclude the agent from contacts thatrequire the skill. Agents who have excluded skills are not eligible for call steps that include theskill in their call requirements. For example, you might exclude an agent’s skill as a temporarymeasure, if the agent has had recent trouble handling contacts that require the skill.For more information, see Section 14.3.5.1, “Excluding Skills”, on page 14-6.If a skill is forbidden in a set of call requirements and excluded in an agent’s résumé, theProCenter Suite treats the agent as though the skill is not in the agent’s résumé. In thissituation, the agent meets the call requirements if the agent has the other skills required by thelogical expression.4.4 Determining the Best Possible MatchAfter the ProCenter Suite determines which agents are eligible for a contact, it can use thematching criteria to find the best possible match. This section describes how the ProCenterSuite determines the best match.Two things are important in determining the best possible match:●●Finding a match between a contact and an agent that represents the best use of youragent’s skillsQuickly routing contacts to an available agent who meets the minimum requirements of thecurrent call stepWhen determining the best possible match, the ProCenter Suite considers two differentmatching criteria—priority, and skill score. How the ProCenter Suite determines the bestpossible match depends on whether you want to find:●●The best possible contact for an agent to handleThe best possible agent to handle a contactYou can use several settings provided by the ProCenter Suite to customize call matching foryour site, and to find the best possible match between customers and agents on a call-by-callbasis.When searching for the best contact to assign to an agent who has just become available, theProCenter Suite:G281-0810-02, October 20034-12 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCNCPT.FMIntroducing ProCenter Suite Contact MatchingDetermining the Best Possible Match1. Checks the contact’s priority and assigns the contact with the highest priority to the agent.2. Uses the skill score to determine the best match between a contact and an agent, if two ormore contacts are tied for the highest priority.For example, if an agent is eligible for three contacts in queue, the ProCenter Suite canassign the agent the contact that has the highest priority, or the contact that has the bestskill score. If the contacts have priorities of 25, 25, and 20, the ProCenter Suite then usesthe skill score to determine which of the two contacts with a priority of 25 is the bestpossible match.When searching for the best agent to assign to a contact in queue, the ProCenter Suite usesthe skill score to determine the best match.>In the YourCompany Capital Management scenario, priority cannot be used to findthe best possible match if there is only one contact and more than one agent.For more information on priority, see Section 4.4.1.The following sections describe:●●●●Priority in both RésuméRouting and RésuméRouting AdvancedSkill score in RésuméRoutingSkill score in RésuméRouting AdvancedQueue Time criterion in both RésuméRouting and RésuméRouting Advanced4.4.1 PriorityThe ProCenter Suite uses priority to determine the best possible match, only in agent-to-callscomparisons. In an agent-to-calls comparison, an agent who has just become available isassigned the contact with the current, highest priority that is the agent’s best possible match. Iftwo or more contacts are tied for the highest priority, the ProCenter Suite uses the skill scoreto determine the best possible match.The initial priority of a contact is determined by the routing function that you are using to identifycalls.There are five routing functions:●●●●The routing table. Calls are routed using either the call type selected in the routing entry,or by the call type determined in the Business Rules Routing flow diagrams.A custom routing functionAn IVR (if you are using an IVR API configuration)Call Director applicationG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 4-13

MAGCNCPT.FMIntroducing ProCenter Suite Contact MatchingDetermining the Best Possible MatchNur für den internen Gebrauch●The originating site (Networked Call Center only)For more information on the functions that are used to identify contacts, see Section 4.1,“Handling Contacts”, on page 4-1. The priority remains constant unless it is:●●Changed by an agent using the Supervisor applicationIncreased when the contact moves to the next call step of the call typePriority can range from 0 to 100. If a call step has a priority increment that would increase thepriority above 100, the priority remains at 100. For example, if a contact has an initial priority of95 and the priority increment of the first call step is 10, the contact’s priority is limited to 100.Skill score is calculated in RésuméRouting based on preset criteria.4.4.2 The Skill Score in RésuméRoutingIn RésuméRouting, the ProCenter Suite uses the skill score to find the best possible match,based on the skill information in an agent’s résumé and in the call type’s first call step. The skillscore represents how well-suited a contact is for an agent to handle, based on criteria that youdefine.The skill-score calculation compares a contact’s ideal requirements with an agent's résumé.The ideal requirements are described by the first call step. An agent can be assigned thecontact if the agent has the skill required by the current call step.Therefore, it is possible for a contact to be assigned to an agent who does not meet the idealrequirements. Using skill score to determine the best possible match ensures that contacts areassigned to the agent who most closely matches the contact’s ideal requirements.The skill score is calculated based on the following:●●Whether an agent represents a good skills-match for the contactHow long the contact has been in queueThe skill score uses the Queue Time criterion to improve the chance of routing contacts thathave been in queue longer than other contacts.4.4.3 The Skill Score in RésuméRouting AdvancedIn RésuméRouting Advanced, the ProCenter Suite uses the skill score to find the best possiblematch, in both agent-to-calls and call-to-agents comparisons. The skill score represents howwell-suited a contact is for an agent to handle, based on criteria that you define.The skill-score calculation compares a contact’s ideal call requirements with an agent’srésumé. The ideal requirements are the call requirements described by the first call step. Anagent is eligible to handle a contact if the agent meets the requirements of the current call step.G281-0810-02, October 20034-14 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCNCPT.FMIntroducing ProCenter Suite Contact MatchingDetermining the Best Possible MatchTherefore, it is possible for a contact to be assigned to an agent who is eligible for therequirements in the current call step, but does not meet the ideal call requirements. Using skillscore to determine the best possible match ensures that contacts are assigned to the agentwho most closely matches the contact’s ideal requirements.The skill score is calculated in one of the following ways:Closest MatchThis skill-score type finds the agent who matches the call requirements with the least amountof difference between the call requirements and the agent’s résumé. If you use this skill-scoretype, the ProCenter Suite assigns the contact to the agent who has just enough knowledge inthe required skills, and saves more knowledgeable agents for other contacts.Most SkilledThis skill-score type finds the agent who exceeds the call requirements by the greatest amount.If you use this skill-score type in the required skill areas, the ProCenter Suite assigns thecontact to the agent who brings the most qualifications to the contact.The skill score represents whether an agent is a good skills-match for a contact, while takinginto account the amount of time the contact has been in queue. The skill score indicates howoverqualified an agent is for the ideal requirements of a contact, and calculates a score for theagent based on the following items: underqualified, extra skills, preference, forbidden skills, andqueue time.Overqualified means the agent’s skill levels are higher than those required for the skills in theideal requirements.The skill score also represents the following criteria:UnderqualifiedUse this criterion to reduce the chance of routing the contact to agents who have lower skilllevels than required, for the skills in the ideal call requirements.Extra SkillsUse this criterion to reduce the chance of routing the contact to agents who have skillsother than the skills specified in the ideal requirements. This criterion saves agents withdifferent skills for contacts that require those skills.PreferenceUse this criterion to improve the chance of routing contacts to agents who prefer to handlecontacts that require the skills. Preference can refer to either an agent’s preference tohandle contacts requiring those skills, or to a supervisor or enterprise manager’spreference for the agent to handle contacts that require those skills.Forbidden SkillsUse this criterion to reduce the chance (based on the importance of the skill-score criteria)of routing a contact to agents with forbidden skills.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 4-15

MAGCNCPT.FMIntroducing ProCenter Suite Contact MatchingDetermining the Best Possible MatchNur für den internen GebrauchQueue TimeUse this criterion to improve the chance of routing contacts that have been in queue longerthan other contacts.You can set the importance of each criterion. The importance setting determines how muchimpact the criteria have when calculating the skill score. The skill score takes all these criteriainto account, and determines the best possible match based on your settings. Therefore, whenyou determine the importance of the skill score criteria, you are defining the meaning of the“best possible match”.You can use the importance of the Underqualified, Extra Skills, Preference, and ForbiddenSkills criteria to define what is important, when comparing the skills required by a customer tothe skills in an agent’s résumé.For more information on the skill-score criteria, see Section 9.3.2, “Configuring the Skill-ScoreCriteria for RésuméRouting Advanced”, on page 9-5.4.4.4 The Queue Time Criterion in Both RésuméRouting andRésuméRouting AdvancedThe importance of the Queue Time criterion, relative to the importance of the other criteria,determines whether it is more important to find a good skills match or to route contacts quickly.For example:●●If the Queue Time criterion is relatively more important than the other criteria, then it ismore important to route contacts quickly than to find a good skills match.If the Queue Time criterion is relatively less important than the other criteria, then it is moreimportant to find a good skills match than to route contacts quickly.The longer a contact waits in queue, the more important queue time becomes in determiningwhich contact to assign to an agent. The effect of queue time on the skill score increases, untilthe time to maximum importance is reached. After the time to maximum importance, queuetime no longer has an effect on the skill score.For more information on the time to maximum importance, see Section 9.3.3, “Configuring theQueue Time Criterion”, on page 9-7.G281-0810-02, October 20034-16 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNCC.FMIntroducing the Networked Call Center FeatureAbout the Networked Call Center Feature5 Introducing the Networked Call Center FeatureThis chapter describes the following:●●●Conditions for distributing a call, including the distribution settings that define the criteriafor distributing a call to another site.Conditions for accepting a call, including the acceptance settings that define the criteria foraccepting a call from another site.Networked sites, which must be created in the Administration Database at each site so thatthe sites can communicate with each other.>Callbacks, chat calls, and email messages cannot be distributed to other sites.5.1 About the Networked Call Center FeatureIf your call center has multiple sites, you can use the Networked Call Center feature to sharethe work load among sites, according to your routing objectives.You configure settings to help each site determine when to:●●Distribute calls to other participating sitesAccept calls from other participating sitesFor example, you can use the Networked Call Center feature to distribute a call from a site thatis not able to adequately handle more incoming calls of a certain call type (for example, a sitewhose estimated wait time for the call type is long), to another site that is better able to handlecalls of the call type (for example, the site with the shortest estimated wait time for the call type).By reducing the excess load from the originating site, the originating site can handle its currentvolume of calls more efficiently, and improve its performance to the point where it canadequately handle its own incoming calls again.Each site in a networked call center is called a networked site. The networked sites exchangeperformance statistics with each other at regular intervals, to indicate their workloads. TheProCenter Suite uses the performance statistics to make the acceptance and distributiondecisions.Using the Networked Call Center feature, each site can:●●Manually control its participation in the networked call centerDefine up to three shifts (defined using the Reset Time boxes in the Statistics Settingsdialog box)G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 5-1

MAGNCC.FMIntroducing the Networked Call Center FeatureAbout the Networked SitesNur für den internen GebrauchThe traffic statistics for each shift can be displayed and monitored in the EnterpriseManager application. For more information, see Chapter 19, “Configuring the NetworkSettings (Hicom 300 or HiPath 4000 switches only)”.●●●Manually control which call types, configured in the site’s Administration Database,participate in the acceptance and distribution of calls. A site can accept or distribute callsonly if the call type has been selected to participate in networked routing. For moreinformation on designing call type options for a networked call center, see Section 10.4.4,“Designing Telephony Call Types”, on page 10-19.Define the criteria for distributing a call to another site.Define the criteria for accepting a call from another site.5.2 About the Networked SitesEach networked site must be able to communicate with the other networked sites for theNetworked Call Center feature to function properly. To do this, each site must specify theproperties for the other sites in the Administration Database. Each site can create a maximumof four networked sites, which brings the maximum number of networked sites allowed in thenetworked call center to five, including your own site.By specifying the properties of the networked sites, the ProCenter Suite can:●●Distribute calls to the networked sites.Access each networked site’s Administration Database. Certain personnel from your sitemight be authorized to access another site’s Administration Database. When you create anetworked site, the Administrator application provides a quick way to log on to the site’sdatabase.>Personnel from your site can only access another site’s AdministrationDatabase if they are created as an authorized agent in the destination site’sAdministration Database.●●Exchange performance statistics among networked sites.Display the name and status of each site in the Enterprise Manager application.For information on monitoring site status, see the HiPath ProCenter Operations Guide.Use the import data function to import existing data files to the Administration Database. Formore information, see Chapter 23, “Importing Data”.Follow the instructions in Section 19.5, “Creating the Networked Sites”, on page 19-5, to createthe networked sites.G281-0810-02, October 20035-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNCC.FMIntroducing the Networked Call Center FeatureAbout the Virtual Multi-Site Feature5.3 About the Virtual Multi-Site FeatureIf you are participating in the networked call center, you can enable the Virtual Multi-Sitefeature. This feature considers all incoming calls for networked routing, regardless of thenumber of eligible and available agents at the local site. If this feature is not enabled, eligibleand available agents at the local site are considered as recipients for the call, before the call isconsidered for network routing.5.4 About the Conditions for Distributing a CallBefore a call can be distributed to another site, the application first determines whethernetworked routing is required. The application determines that networked routing is required if:1. Your site is participating in the networked call center.For more information on controlling your site’s participation, see Chapter 19, “Configuringthe Network Settings (Hicom 300 or HiPath 4000 switches only)”.2. The call type of the call is participating in the networked call center.For more information on designing your call types, see Section 10.4.4, “DesigningTelephony Call Types”, on page 10-19.3. The incoming call arrives in a RésuméRouting Queue at your site, and the call is notreserved for an agent.For more information on the call flow for new calls arriving in the RésuméRouting queuesin a networked call center, see Section 3.3.1.1, “Basic Configuration”, on page 3-4.4. There are no agents at your site who are available and eligible for any of the steps withinthe call type's service level interval.This step is only valid if the Virtual Multi-Site feature is not enabled.For more information on the global service level interval, see Section 9.4, “About the GlobalService Level Interval”, on page 9-9.If networked routing is required, the Networking Server determines whether the distributioncriteria at your site are met and, if so, whether any sites are currently accepting calls, based onthe acceptance settings made at each site.For more information on the acceptance settings, see Section 5.6, “About the Conditions forAccepting a Call”, on page 5-10.5.5 Distribution SettingsThe distribution settings define the performance criteria used to determine the following:G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 5-3

MAGNCC.FMIntroducing the Networked Call Center FeatureDistribution SettingsNur für den internen Gebrauch●●Whether a call that requires networked routing stays at your site, or is distributed to anothersiteThe site to which the call is to be distributedIn the Administrator application, you can select one of two distribution methods: BestPerforming Site or Preferred Site.>Both distribution methods consider only sites:●●That are currently participating in the networked call centerThat are participating in the acceptance and distribution of calls of the call typeFor best results, all networked sites should use the same distribution method, aswell as the same performance statistic for the distribution criteria. Using differentdistribution methods or different performance statistics might give unexpectedresults.For more information on choosing a performance statistic for your acceptance ordistribution criteria, see Section 19.4, “Using Performance Statistics in the NetworkSettings”, on page 19-3.For more information, see Section 19.2, “Configuring the Distribution Settings”, on page 19-2.5.5.1 Best Performing SiteThe Best Performing Site distribution method distributes a call to the site that is currently bestable to handle it, based on selected performance criteria. The Best Performing Site methodprovides the following three options:●●●Call Type Performance or Agent UtilizationAgent Utilization and Call Type PerformanceCall Type Performance and Agent UtilizationThese options are described in the following sections.5.5.1.1 Call Type Performance or Agent UtilizationThis option distributes a call of a specific call type only when your site is unable to adequatelyhandle more calls of that call type, and to distribute the call to the site that is best able to handlecalls of that call type.Use this option to select a performance statistic (for example, estimated wait time) and tospecify a corresponding threshold value.G281-0810-02, October 20035-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNCC.FMIntroducing the Networked Call Center FeatureDistribution SettingsYou can also specify a performance difference, to require the best site to meet an additionalperformance goal before the application distributes the call to that site. The performancedifference is the percentage by which the best site's performance for the selected performancestatistic must exceed your site's performance, before the application distributes the call. If theperformance goal is not met, the call remains at your site to be handled.>If you are using agent utilization to determine the best site, the performancedifference is the percentage by which the best site's agent utilization must be lessthan your site's agent utilization before the application distributes the call.When a call requires networked routing, the application performs the following:1. Determines whether your site will distribute the call.●●If you select service level, estimated service level, average wait time, estimated waittime, or calls in queue, your site distributes the call if the call type performance for theselected statistic is worse than the specified threshold.If you select agent utilization, your site distributes the call if your site’s agent utilizationis higher than the specified threshold.>The application calculates agent utilization as follows, based on the timesince each agent logged on to the ACD:Total talk + work time for all agentsTotal available + talk + work time for all agents2. If your site will distribute the call, the application determines the sites that are currentlyaccepting calls.3. From the sites that are currently accepting calls, the application determines the best siteto handle the call.●●If you select service level, estimated service level, average wait time, estimated waittime, or calls in queue, the application determines the site with the best call typeperformance for the selected statistic.If you select agent utilization, the application determines the site with the lowest agentutilization.4. Determines whether the best site meets the performance difference criteria.●●If the best site meets the criteria, the application distributes the call to the site.If the best site does not meet the criteria, the call remains at your site to be handled.For example, Site A:●●Selects estimated service level and specifies a threshold value of 86 percentSpecifies a performance difference of 10 percentG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 5-5

MAGNCC.FMIntroducing the Networked Call Center FeatureDistribution SettingsNur für den internen GebrauchWhen Site A receives a call that requires networked routing, the application determinesthat Site A's estimated service level (85 percent) for the call type is worse than the specifiedthreshold. The application then determines that Site B, Site C, and Site D are currentlyaccepting calls of the call type. The estimated service level for the call type at each site isas follows:Site Call Type Performance:Estimated Service Level (%)B 95C 75D 82Table 5-1Example: Statistics for Call Type Performance or Agent Utilization OptionThe application determines that Site B has the best estimated service level for the call type.Site B also meets the performance difference criteria, because its estimated service levelis at least 94 percent (85 + [85 x 10% = 8.5, rounded to 9]). Therefore, the applicationdistributes the call to Site B.5.5.1.2 Agent Utilization and Call Type PerformanceThis option distributes a call that requires networked routing to the site with the lowest agentutilization.Use this option to select a call type performance statistic and to enter a correspondingthreshold value. The best site is determined from a short-list of sites whose call typeperformance for the selected statistic is better than the specified threshold. Based on the shortlist,the application determines the site with the lowest agent utilization. This site becomes thebest site.You can also specify a performance difference to require the best site to meet an additionalperformance goal before the application distributes the call to that site. The performancedifference is applied only if your site’s call type performance is better than the specifiedthreshold. The performance difference is the percentage by which the best site's agentutilization must be less than your site's agent utilization before the application distributes thecall. Otherwise, the call remains at your site to be handled.When a call requires networked routing, the application performs the following:1. Determines the sites that are currently accepting calls of the call type.2. From the sites that are currently accepting calls, the application creates a short-list of siteswhose call type performance for the selected statistic is better than the specified threshold.3. Based on the short-list, the application determines the site with the lowest agent utilization.This site becomes the best site.G281-0810-02, October 20035-6 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNCC.FMIntroducing the Networked Call Center FeatureDistribution Settings>The application calculates agent utilization at each site as follows, based onthe time since each agent logged on to the ACD:Total talk + work time for all agentsTotal available + talk + work time for all agents4. Determines whether the best site meets the performance difference criteria. (This isapplied only if your site’s call type performance is better than the specified threshold.)If the best site meets the criteria, the application distributes the call to the site. Otherwise,call remains at your site to be handled.For example, Site A:– Selects estimated service level and specifies a threshold value of 80 percent– Specifies a performance difference of 10 percentWhen Site A receives a call that requires networked routing, the application determinesthat Site A (automatically included), Site B, Site C, and Site D are currently accepting callsof the call type. The estimated service level and agent utilization statistics for each site areas follows:SiteCall Type Performance:Estimated Service Level (%) Agent Utilization (%)A 85 79B 95 60C 75 65D 82 68Table 5-2Example: Statistics for Agent Utilization and Call Type Performance OptionThe application determines that Site A, Site B, and Site D make the short-list. Based onthe short-list, the application determines that Site B has the lowest agent utilization. Site Balso meets the performance difference criteria, because its agent utilization is equal to orlower than 71 percent (79 - [79 x 10% = 7.9, rounded to 8]). Therefore, the applicationdistributes the call to Site B.5.5.1.3 Call Type Performance and Agent UtilizationThis option distributes a call that requires networked routing to the site with the best call typeperformance for the selected performance statistic.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 5-7

MAGNCC.FMIntroducing the Networked Call Center FeatureDistribution SettingsNur für den internen GebrauchUse this option to specify a threshold value for agent utilization. The best site is determinedfrom a short-list of sites whose agent utilization is lower than the specified threshold. You alsoselect a call type performance statistic. Based on the short-list, the application determines thesite with the best call type performance for the selected statistic. This site becomes the bestsite.You can also specify a performance difference to require the best site to meet an additionalperformance goal before the application distributes the call to that site. The performancedifference is applied only if your site’s call type performance is better than the specifiedthreshold. The performance difference is the percentage by which the best site’s call typeperformance for the selected statistic must exceed your site’s call type performance for theselected statistic before the application distributes the call. Otherwise, the call remains at yoursite to be handled.When a call requires networked routing, the application performs the following:1. Determines the sites that are currently accepting calls of the call type.2. From the sites that are currently accepting calls, creates a short-list of sites whose agentutilization is lower than the specified threshold.>The application calculates agent utilization at each site as follows, based onthe time since each agent logged on to the ACD:Total talk + work time for all agentsTotal available + talk + work time for all agents3. Based on the short-list, the application determines the site with the best call typeperformance for the selected statistic. This site becomes the best site.4. Determines whether the best site meets the performance difference criteria. (This isapplied only if your site’s call type performance is better than the specified threshold.)●●If the best site meets the criteria, the application distributes the call to the site.If the best site does not meet the criteria, the call remains at your site to be handled.For example, Site A:– Specifies a threshold value of 80 percent for agent utilization– Selects the estimated service level statistic– Specifies a performance difference of 10 percentWhen Site A receives a call that requires networked routing, the application determinesthat Site A (automatically included), Site B, Site C, and Site D are currently accepting callsof that call type. The estimated service level and agent utilization statistics for each site areas follows:G281-0810-02, October 20035-8 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNCC.FMIntroducing the Networked Call Center FeatureDistribution SettingsSiteCall Type Performance:Estimated Service Level (%) Agent Utilization (%)A 85 79B 95 60C 75 65D 82 68Table 5-3Example: Statistics for Call Type Performance and Agent Utilization OptionThe application determines that Site A, Site B, Site C, and Site D make the short-list. Basedon the short-list, Site B has the best estimated service level for the call type. Site B alsomeets the performance difference criteria, because its estimated service level is at least94 percent (85 + [85 x 10% = 8.5, rounded to 9]). Therefore, the application distributes thecall to Site B.5.5.2 Preferred SiteThe Preferred Site method distributes calls that require networked routing to a particular site.Use this method to arrange a list of the networked sites (including your site) in preferred orderof consideration for handling calls.There are two basic strategies for using this distribution method:●●You can designate a specific site as your primary site, followed by secondary sites. Theprimary site should be first in the preferred site order at all sites. The secondary sitesshould also be arranged in the same order at all sites. Use this strategy so that the primarysite can handle most of the calls, unless the primary site’s performance becomes too poorto adequately handle more calls. If this occurs, the first secondary site that is currentlyaccepting calls, and whose performance meets the distribution criteria, starts to handlenew calls.Each site places itself first in its preferred site order. Each site should then place theremaining sites in the same consistent order at all sites. Table 5-4 shows an example of thepreferred site order for a networked call center.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 5-9

MAGNCC.FMIntroducing the Networked Call Center FeatureAbout the Conditions for Accepting a CallNur für den internen GebrauchSite A Site B Site C Site D1. Site A Site B Site C Site D2. Site B Site B Site B Site B3. Site D Site D Site D Site DTable 5-4Use this strategy so that each site can handle its own calls, unless the site's performancebecomes too poor to adequately handle more new calls. If this occurs, the next site in thelist that is currently accepting calls and whose performance meets the distribution criteria,starts to handle new calls.Once you have defined the preferred site order, you then select a site performance statistic (forexample, estimated wait time) and enter a corresponding threshold value. The applicationdistributes the call to the first site in the list that is currently accepting calls and whose siteperformance for the selected statistic is better than the specified threshold.For example, Site A arranges the sites in the following order: Site A, Site B, and Site C. Site Aselects estimated wait time and enters a threshold value of 50 seconds. The estimated waittime for each site is as follows:SiteA 60B 65C 40Table 5-5Example: Preferred Site OrderSite Performance:Estimated Wait Time (sec.)Example: Statistics for Preferred Site MethodThe application determines that Site C is the first site in the list that is currently accepting callsand whose estimated wait time statistic is better than the specified threshold. Therefore, theapplication distributes the call to Site C.Follow the instructions in Section 19.2, “Configuring the Distribution Settings”, on page 19-2, toconfigure the distribution settings.5.6 About the Conditions for Accepting a CallYour site will accept a call from another site if:1. Your site is participating in the networked call center.2. The call type of the call is participating in the networked call center.3. The criteria of the acceptance settings made at your site are met.G281-0810-02, October 20035-10 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNCC.FMIntroducing the Networked Call Center FeatureAbout the Conditions for Accepting a Call5.6.1 Acceptance SettingsThe acceptance settings define the criteria that must be met before your site will accept callsfrom other sites. You can define the following criteria:●The minimum number of agents at your site who must be logged on, and be eligible for anysteps in the call type.>You can enter a value for the global setting and also override the global settingfor specific call types. For example, you might enter a value of 2 for the globalsetting. However, due to a greater volume of calls of the Foreign_Stocks calltype, you might set a value of 4 for this call type. Before your site will accept acall of the Foreign_Stocks call type, there must be at least four agents who arelogged on, and who are eligible for any steps within the Foreign_Stocks calltype.●The optional criteria, which require your site to meet a performance goal before acceptingcalls. You can select a site performance statistic (for example, estimated wait time) andenter a corresponding threshold value. Your site will accept calls from other sites onlywhen your site’s performance for the selected statistic is better than the specifiedthreshold.For example, you can select estimated wait time and enter a threshold value of 40seconds. Before your site will accept calls from other sites, the estimated wait time for callsin queue must be less than 40 seconds.For more information on choosing a performance statistic for your acceptance ordistribution criteria, see Section 19.4, “Using Performance Statistics in the NetworkSettings”, on page 19-3.Follow the instructions in Section 19.3, “Configuring the Acceptance Settings”, on page 19-2,to configure the acceptance settings.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 5-11

MAGNCC.FMIntroducing the Networked Call Center FeatureAbout the Conditions for Accepting a CallNur für den internen GebrauchG281-0810-02, October 20035-12 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGMADMN.FMUsing the Administrator ApplicationAbout the Master Administrator6 Using the Administrator ApplicationThis chapter describes:●Performing tasks as the Master AdministratorSupervisors and enterprise managers can also perform some of these tasks. See Section6.1.2, “Master Administrator Tasks”, on page 6-3.●●●●●Organizing Administrator application access permissionsSharing Production Database information among network usersModifying items in the Production Database (dynamic updates)Breaking the edit lock on an item that another agent is modifyingRefreshing information displayed in your Administrator application after another agent hasmade changes to the Production Database6.1 About the Master AdministratorEach time a new database is created, the Master Administrator is automatically added to thedatabase as a user. The Master Administrator is the only user who has complete access to allthe functions of the Administrator application, and who can edit the properties of all the itemsin the Administration Database.>The only property of the Master Administrator is a password. For security reasons,give the Master Administrator password to as few people as possible. Only oneperson at a time can log on as the Master Administrator.Create agent records for your administrative personnel, and give them theSupervisor or Enterprise Manager user type.For more information on the Master Administrator default password, see Section 22.5, “Savingthe Design Database over the Production Database”, on page 22-8.For more information on the different user types, see Section 14.2, “User Types”, on page 14-2.The Master Administrator should log on to the Administrator application only to:●●Complete the initial configuration of your sitePerform special tasks (listed in Section 6.1.2, “Master Administrator Tasks”) – supervisorsand enterprise managers can perform a few of these tasks as well.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 6-1

MAGMADMN.FMUsing the Administrator ApplicationAbout the Master AdministratorNur für den internen GebrauchIf the Master Administrator is logged on but remains inactive for a specified period of time, theapplication logs off the Master Administrator automatically. This is a security feature designedto prevent other users from using the Master Administrator ID to change the AdministrationDatabase. The inactivity time limit for the Master Administrator is one of the general settings.For more information on the inactivity time limit, see Section 15.1.1, “Setting the MasterAdministrator Inactivity Time-out”, on page 15-2.6.1.1 Administration Access PermissionsSince the Production Database controls the operations of the ProCenter Suite at your site, it isimportant to limit access to the Production Database. This helps prevent accidental datacorruption and unauthorized changes to your site’s configuration. Only the MasterAdministrator can use the Administrator application to give agents access to the Administratorapplication. When an agent connects to the Production Database, the agent must enter apassword to confirm that the agent has permission to log on to the Production Database. TheMaster Administrator can give agents the following levels of permission to access theProduction Database:NoneIf you are not given permission to access the Administrator application, you cannot log on toeither the Production Database or a Design Database.ViewIf you have View permission for the Administrator application, then you:●●Can view, but not edit, information in an Administration DatabaseCan create a design copy of the Production DatabaseOnly agents with the Supervisor or Enterprise Manager user type can have View permission.EditIf you have Edit permission, then you:●Can create or edit information in an Administration Database>While you are modifying an item in the Production Database, thecorresponding database record is locked. Other agents who have Editpermission can only view the information as you are changing it. Whensaving your changes in the database, you can choose whether to unlock thedatabase record.Remember that there are still certain tasks that only the MasterAdministrator can do. For details on these tasks, see Section 6.1.2, “MasterAdministrator Tasks”, on page 6-3.●Can change, but not view, information in the Administration DatabaseG281-0810-02, October 20036-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGMADMN.FMUsing the Administrator ApplicationAbout the Master Administrator●●●Can create a design copy of the Production DatabaseCannot edit the properties of agents with the Break Edit Locks permissionCan have the Break Edit Locks permissionBreak Edit LocksIf you have Break Edit Locks permission, you can unlock and then edit a database record thatanother agent is editing, which cancels any unsaved changes that the other agent has made.Breaking edit locks should be done only in emergency situations. For more information onBreak Edit Locks permission, see Section 6.2.2, “Breaking Edit Locks”, on page 6-11.>Only agents with the Supervisor or Enterprise Manager user type can have theEdit or Break Edit Locks permissions.Only agents who have the Break Edit Locks permission can give this permissionto other agents. Only agents with the Break Edit Locks permission can edit theproperties of other agents with the Break Edit Locks permission.For more information on configuring access permissions for agents, see Section 14.3.7,“Permissions”, on page 14-7.6.1.1.1 Tips for Organizing Access PermissionsTo ensure that no agents can make unauthorized changes to the Production Database, youshould give the View permission to all of your supervisors and enterprise managers, but givethe Edit permission to only a select few.Not only does this prevent unauthorized changes to the Production Database, it also minimizesthe queries made to the database, and thereby reduces network traffic.>To maintain network security, follow the standard LAN security guidelines, andchange your administration passwords (including the Master Administratorpassword) at least every 31 days.6.1.2 Master Administrator TasksSince the Master Administrator has the Edit and Break Edit Locks permissions, they canperform the following tasks.>Agents with the Supervisor or Enterprise Manager user type can perform a subsetof these tasks, depending on their permissions. For more information on agentpermissions, see Section 6.1.1 on page 6-2.Lock the Production DatabaseG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 6-3

MAGMADMN.FMUsing the Administrator ApplicationAbout the Master AdministratorNur für den internen GebrauchWhen saving a copy of the Production Database as a Design Database, the MasterAdministrator has the option to lock the entire Production Database. While the ProductionDatabase is locked, agents who have View or Edit permission can view information in theProduction Database, but no one can modify the information.>If you need to make major changes to your configuration, copy and lock theProduction Database. When you have finished making your changes, you can savethe Design Database over the Production Database. You can:●●Verify your changes before they affect the performance of your sitePrevent others from making changes that will be lost when you save over theProduction DatabaseUnlock the Production DatabaseThe Master Administrator can unlock the Production Database in the following ways:●●If the Master Administrator makes changes to the Design Database, the MasterAdministrator can save the Design Database over the Production Database. This removesthe information in the Production Database and replaces it with information from theDesign Database.If the Master Administrator has not made changes to the Design Database, or wants todiscard the changes to the Design Database, the Master Administrator can unlock theProduction Database.Validate Administration DatabaseThe Master Administrator can use the Administrator application to check for any possibleconfiguration inconsistencies, which could have an adverse effect on site performance.Import dataThe Master Administrator can use the import data function to import information from externalsource files into the database. You can import agent and routing information to create agentsand routing entries in a Design Database, or you can import agent schedule and load allocationinformation to help you run simulations.If you are using the Networked Call Center feature, you can also import networked siteinformation.For more information on importing data, see Chapter 23, “Importing Data”.>You can use Blue Pumpkin scheduling and skills-based products to generate andexport an agent schedule. You can then use the Administrator application to importand save the agent schedule, and use the agent schedule in your simulations.Domain RangesThe Master Administrator configures the ranges of ProCenter resource domains.G281-0810-02, October 20036-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGMADMN.FMUsing the Administrator ApplicationAbout the Master AdministratorChange the Master Administrator's passwordYou can change the Master Administrator’s password only if you log on as the MasterAdministrator.For instructions on using any of these special tasks, or on saving the Design Database overthe Production Database, see the Administrator Help.Account codesThe agent enters a predefined account code at the start of a telephony call, or during the call.This account code either assigns a particular code to a call, or provides additional informationthat assists in classifying the call. Account codes are passed to the Reporting Database.For more information, see Section 16.2, “Account Codes”, on page 16-3.In addition to these tasks, only the Master Administrator can create or edit the properties of, orconfiguration settings for, the following items in the Administration Database:User typesThe Master Administrator assigns user types, which define the components and featuresavailable to each user. Basic Agents answer calls through the switch, not contacts sent by theRouting Server. Basic Agents cannot use the Desktop applications.Agents with the Supervisor or Enterprise Manager user type who have Edit permission can onlycreate a new agent in the database.Only the Master Administrator can:●●Assign the Supervisor or Enterprise Manager user type to a new agentReassign a different user type to an existing agentThe user type for the new agent defaults to the Agent user type.If you have the Configuration Synchronization feature, you can view existing resource rangesfor the user type, or create new ranges for the agent you are defining.For more information, see Section 14.2, “User Types”, on page 14-2.Performance RoutingThe Master Administrator sets the Performance Routing feature so that the Routing Server canuse performance targets to change the routing of a contact, in order to achieve a specifiedtarget level.For more information, see Section 10.4.3, “Setting Performance Routing for Call Types”, onpage 10-18.DepartmentsThe Master Administrator can create or modify a department, and determine which agentsbelong in a department.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 6-5

MAGMADMN.FMUsing the Administrator ApplicationAbout the Master AdministratorNur für den internen GebrauchAggregatesThe Master Administrator determines which agents can monitor aggregates. Aggregates aregroupings of ACD groups and/or call types. For example, all language call types could begrouped under an aggregate named ‘Languages’.For more information, see Section 10.8, “About Aggregates”, on page 10-25.Routing settingsThe Master Administrator can configure the routing settings, which are: maximum reserve time,maximum pending time and skill score.You can select one of the routing options: Routing Table or custom routing function. The MasterAdministrator can also convert the call routing feature from RésuméRouting to RésuméRoutingAdvanced.For more information, see Chapter 9, “Making Contact Matching Decisions”.Call requirements (RésuméRouting Advanced only)Only the Master Administrator can create or edit all of the properties of call requirements. Callrequirements define the skills required by a contact, and by a virtual group.Supervisors or enterprise managers with Edit permission can add or remove agents from thecall requirement’s virtual group.For more information, see Section 13.2, “About Call Requirements”, on page 13-6.SkillsA skill defines a specific area of knowledge. A skill helps the agent who holds it to handle acertain type of contact. Only the Master Administrator can create or edit all of the properties ofskills.Supervisors or enterprise managers with Edit permission can add or remove agents from theAgents lists, which determine which agents have, or do not have, the skill.For more information on skills in RésuméRouting, see Section 12.1, “About Skills inRésuméRouting”, on page 12-1, or for skills in RésuméRouting Advanced, see Section 13.1,“Designing Skills for RésuméRouting Advanced”, on page 13-1.Desktop settingsYou use the desktop settings to configure the distribution desktop patches, refresh intervals foragents using the Desktop applications, and the threshold values for the Virtual Queue LED.For more information, see Section 15.3, “Desktop Settings”, on page 15-9.Plug-insYou create plug-ins and determine which agents can use that particular plug-in.Work reasonsAn agent chooses from a predefined list of Work reasons in the Desktop applications, toindicate that they are in Work state.G281-0810-02, October 20036-6 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGMADMN.FMUsing the Administrator ApplicationAbout the Master AdministratorFor more information, see Section 16.5, “About Work Reasons”, on page 16-5.Unavailable reasonsAn agent chooses from a predefined list of unavailable reasons in the Desktop applications, toindicate why they are unavailable to take contacts.For more information, see Section 16.4, “About Unavailable Reasons”, on page 16-4.Wrapup reasons and wrapup fieldsAn agent chooses from a predefined list of wrapup reasons in the Desktop applications, toindicate how they wrapped up a contact. The Master Administrator can use the wrapup fieldsto view or update the predefined data fields associated with each contact.For more information, see Section 16.3, “About the ProCenter Suite Wrapup Features”, onpage 16-3.General settingsYou use the general settings to:●●●●Configure the location in which the ProCenter Suite stores temporary dataSet the Master Administrator inactivity time limitSelect or clear the Routing permission, so that agents with the Supervisor or EnterpriseManager user type can create or edit routing entriesSet the service level calculationsFor more information, see Section 15.1, “General Settings”, on page 15-1.Statistics settingsYou use the statistics settings to configure the data retentions, reset times (shift start times),and the database maintenance hour for your site.For more information, see Section 15.2, “Statistics Settings”, on page 15-3.ServersThe ProCenter servers run on the ProCenter Server machine. The ProCenter servers controldifferent ProCenter Suite operations.NotificationsDetermine when and how agents are notified of incoming contacts.Telephony settingsYou use the telephony settings to:●●●Configure the type of switch used at your siteConfigure the heartbeat settings for your siteEnter the service level intervalG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 6-7

MAGMADMN.FMUsing the Administrator ApplicationAbout the Master AdministratorNur für den internen Gebrauch●●Enter the time-out extensionConfigure the ring no answer options.For more information, see Section 15.4, “Telephony Settings”, on page 15-11.Telephony sources, destinations, and trunk groupsEnter the properties of sources (ANI), destinations (DNIS), and trunk groups.Switch resourcesThe Master Administrator configures switch resources that assist the ProCenter Suite inmonitoring the switch.You can also view existing resource ranges for the switch resource, or create a new range ofresources if necessary.For more information, see Section 18.2, “Available Switch Resources in the ProCenter Suite”,on page 18-2.Callback settingsYou use the callback settings to:●●Determine if you want to prevent the scheduling of a callback that has the same destinationphone number and call type as an existing scheduled callbackDetermine if you want to generate daily text files of all scheduled callbacks that expireduring that day>The name of the text file is in the format “expiredYYMMDD.txt”. You can modifythis text file—for example, you can change the start and end times for scheduledcallbacks, and copy these revised callback schedules into the outbound.txt file,to retry the callbacks.●●●●●●Select the maximum number of “expired” text files to createSelect the default priority level of callbacks created via the IVR API, or from an abandonedtelephony callConfigure the confirmation delay, which is the amount of time that the agent has to eitheraccept or delete a callback.Configure the complete delay, which is the number of seconds that the agent has to entera result for the callbackEnter the name of the text file you can import that contains multiple callbacks. The CallbackServer checks for this text file every five minutes, and imports the file if it is found.Enter the service level intervalFor more information, see Section 15.5, “Callback Settings”, on page 15-12.G281-0810-02, October 20036-8 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGMADMN.FMUsing the Administrator ApplicationAbout the Master AdministratorCallback retry reasons (Callback feature only)You configure the list of Callback retry reasons so that an agent using one of the Desktopapplications can indicate why they should retry a callback.You cannot delete or rename any of the default retry reasons, although you can modify theirdescription. You can create and modify your own retry reasons in the Administrator application.You must have at least one user defined retry reason.For more information, see Section 16.7, “About Callback Retry Reasons (Callback featureonly)”, on page 16-6.Callback delete reasons (Callback feature only)You configure the list of Callback delete reasons so that an agent using one of the Desktopapplications can indicate why they deleted a callback.You cannot delete or rename any of the default delete reasons, although you can modify theirdescription. You can create and modify your own delete reasons in the Administratorapplication. You must have at least one user defined delete reason.For more information, see Section 16.6, “About Callback Delete Reasons (Callback featureonly)”, on page 16-5.Callback excluded numbers (Callback feature only)The Master Administrator creates a list of Callback excluded numbers, which are excluded fromcallbacks.For more information, see Section 16.8, “About Callback Excluded Numbers (Callback featureonly)”, on page 16-6.Chat settingsYou use the chat settings to configure properties for chat sessions.Chat standard messages, URLs, emoticons, and languagesYou configure the properties for chat standard messages, URLs, and emoticons used by agentswhen responding to chat requests.Chat sources and destinationsEnter the properties of chat sources and destinations.Email SettingsYou use the email settings to configure properties for email messages.Email categoriesYou configure the categories to be found in email messages; the categories determine howemail messages are routed.Email discard reasonsYou configure the reasons that agents can select when discarding an email message.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 6-9

MAGMADMN.FMUsing the Administrator ApplicationSharing Data in the Production DatabaseNur für den internen GebrauchEmail message templatesYou configure the message templates used as auto acknowledgements, responses, prologsand signatures.Email sources and destinationsEnter the properties of email sources and destinations.Email aliasesYou configure an email alias for each email address created on the Corporate Email Server,and used by the Email Server.Networking settings (Networked Call Center only)If you are using the Networked Call Center feature, you use the networking settings toparticipate in the Virtual Multi-Site, define the acceptance criteria for accepting contacts andthe distribution criteria for distributing contacts, and to create the networked sites in theAdministration Database.For more information, see Chapter 19, “Configuring the Network Settings (Hicom 300 or HiPath4000 switches only)”.Call typesThe Master Administrator designs call types for all media. Call types are used to describe therequirements of a contact during periods of time the contact is in queue.For more information, see Section 10.4, “About Call Types”, on page 10-12.Call Center SchedulesThe Master Administrator configures the Call Center Schedules, which determine when the callcenter can accept callbacks, chat requests, and email messages.For more information, see Section 14.8, “About Call Center Scheduling”, on page 14-18.6.2 Sharing Data in the Production DatabaseThe Production Database is designed to prevent data corruption that might be caused by morethan one agent attempting to change the same information at the same time.This section discusses several important issues about maintaining the integrity of yourdatabase:●●●Modifying items in the Production Database (dynamic updates)Breaking the edit lock of an item in the database, to change an item that another agent ismodifyingRefreshing the information in your Administrator application after another agent has madea change to the Production DatabaseG281-0810-02, October 20036-10 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGMADMN.FMUsing the Administrator ApplicationSharing Data in the Production Database6.2.1 Modifying Items in the Production DatabaseAlthough many agents can connect to the Production Database at the same time, only oneagent at a time can modify a specific item. While an agent modifies an item in the database,the item is locked. While the item is locked, other agents can view, but not edit, the item. Ifanother agent selects the same item and tries to modify it, the application displays the relevantinformation as read-only.When you select an item and modify it, the properties dialog box for the item opens. While theproperties dialog box is open, the database record associated with the item is locked. Whenyou modify an item's properties or the system settings, you can:●●●Choose Update to save all current information to the database. This does not release thelock in the Production Database, and does not close the dialog box.Choose OK to save all current information to the database. This releases the lock on thedata in the Production Database and closes the dialog box.Choose Cancel to close the dialog box without saving your changes. This releases the lockon the data in the Production Database and closes the dialog box.The ProCenter Suite always uses the most current information in the Production Database.Therefore, when you save information to the Production Database, it immediately affects yoursite’s performance.For example, if you modify a set of call requirements, the contacts in queue that are using theserequirements immediately start to use the new requirements.6.2.2 Breaking Edit LocksIf an agent tries to modify a locked item, a message appears to indicate that the item is locked.When the agent acknowledges the message, the item’s dialog box opens as read-only. Theagent can still view the locked item.If an agent tries to modify a locked item, a message appears to indicate that the item is locked.When the agent acknowledges the message, the item’s dialog box opens as read-only. Theagent can still view the locked item.However, if the agent has the Break Edit Locks permission, the agent has another option. Whenthe agent tries to modify a locked item, a message prompts the agent to confirm that the agentwants to break the lock on the item. This means that although the first agent is currentlymodifying the item, the agent with the Break Edit Locks permission can override the first agent’sunsaved changes. If the agent decides to break the edit lock, the first agent is notified that theapplication has cancelled the first agent’s unsaved changes. In the meantime, the propertiesdialog box opens for the agent who has broken the lock.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 6-11

MAGMADMN.FMUsing the Administrator ApplicationSharing Data in the Production DatabaseNur für den internen Gebrauch>Because breaking edit locks can result in the loss of data, it should be done onlywhen you must change the information immediately.6.2.3 Refreshing Information in the Administrator applicationSince many agents can change information in the Production Database, it is important that allopen Administrator applications are provided with up-to-date information. If another agentmodifies an item that affects your display, you need to be notified. The type of notificationdepends on what you are doing when another agent makes a change. When you are connectedto the Production Database, you can be doing either of the following:●Viewing or modifying an itemWhen you view or modify an item, a properties dialog box opens with the currentinformation. However, if someone changes a related item in the Production Database, theinformation in your properties dialog box can become outdated. You can use the Refreshbutton to refresh the information at any time.For example, if you are modifying a call type while another agent changes an agent'srésumé, the Refresh button becomes available. If you click the Refresh button, theapplication recalculates which agents are eligible for the call type, because the agentwhose résumé was updated can now meet the call requirements in one of the call steps.The information displayed on the Steps and Agents tabs of the Call Type Propertiesdialog box is updated.●Looking through folders in the Administrator applicationThe folders in the Administrator application sometimes display information that iscalculated from several items in the database. For example, the Skills folder displays eachskill, and the number of agents who have each skill. Therefore, if someone adds, updates,or deletes an agent, the number of agents with the skill is outdated. If the information in afolder is outdated, the application displays a message above the list of items in the folder.To update the information in the folder, choose Refresh from the View menu. Theapplication recalculates and displays the current information in the folder.G281-0810-02, October 20036-12 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNTASK.FMThe Configuration ProcessDatabase Configuration Task List7 The Configuration ProcessThis chapter describes the tasks that are required to design and configure the ProCenter Suiteat your site.If you decided to have a Siemens representative install your HiPath ProCenter Suite, themajority of the information mentioned in this chapter was likely configured at that time. For moreinformation on the installation of the ProCenter Suite, see the HiPath ProCenter InstallationGuide or talk to your Siemens representative.The two task lists you can complete are:●●Database configuration task list—Use this task list to configure items in the AdministrationDatabase.Resource configuration task list—Use this task list to configure resources in the switch.7.1 Database Configuration Task ListThe following list describes the sequence of tasks you can use to design elements of yourconfiguration while using the Administrator application. To help you make your designdecisions as you complete the instructions, the task list includes cross-references toconceptual and procedural information.The task list includes, for each task:●●●A descriptionA page reference to detailed conceptual information, to help you make your designdecisions.A reference to the appropriate Administrator Help topic, if the task involves using theAdministrator application.>Some of these tasks may already have been completed during your initial planningand design phase by your Siemens representative. Talk to your representative if youhave any questions or concerns about items that may or may not have beenconfigured.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 7-1

MAGNTASK.FMThe Configuration ProcessDatabase Configuration Task ListNur für den internen GebrauchDone Step Description Conceptual Information Help Topic or GuideProcedureDocument your current call processing and backup call processing (Hicom 300 E and HiPath 4000switches only)1. Document how your PhoneMail and/orIVR selections route to ACD numbers.2. Document how your ANI and DNISnumbers route to ACD numbers.3. Backup call processingDocument how your ANI and DNISnumbers route to ACD numbers.4. Document the routing from ACD numbersto RCGs, shift sets, ARTs, and primarytargets (optional).5. Backup call processingDocument the routing from ACD numbersto RCGs, shift sets, ARTs, and primarytargets.6. Document the steps in each ART(optional).7. List all agents by their FlexRouting ACDgroup (optional).8. Backup call processingList all agents by their FlexRouting ACDgroup (optional).Section 10.1,“Documenting YourCurrent Call Processing”,on page 10-1Section 10.1,“Documenting YourCurrent Call Processing”,on page 10-1Section 17.1, “DesigningBackup FlexRouting”, onpage 17-2Section 17.1, “DesigningBackup FlexRouting”, onpage 17-2Section 17.1, “DesigningBackup FlexRouting”, onpage 17-29. List all agents and their extensions. Section 17.1, “DesigningBackup FlexRouting”, onpage 17-2Design call routing (Hicom 300 E and HiPath 4000 switches only)10. Design initial call processing, if you areusing the PhoneMail or IVR Processingconfiguration.11. Design your telephony routing table, if youare using the Basic configuration.Table 7-1 Online Configuration Task List (Sheet 1 of 9)Section 10.2.1.1,“Designing PhoneMail orIVR Processing”, on page10-4Section 10.2.1,“Designing ProCenterSuite Basic CallProcessing”, on page10-4G281-0810-02, October 20037-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNTASK.FMThe Configuration ProcessDatabase Configuration Task ListDone Step Description Conceptual Information Help Topic or GuideProcedure12. Design IVR API call processing, if you areusing a IVR API configuration.Design call routing (Hicom 3000 switch)13. Determine which Call Director ports willuse announcement ports (analog Dialogicboard only).14. Determine which Call Director ports willuse interactive ports (analog or digitalDialogic boards).15. Configure your Call Directorannouncement sequence (if usingannouncement ports).Design media routingSection 17.6, “Configuringa HiPath 3000 v 4.0Switch”, on page 17-18.Section 10.2.1.2,“Designing IVR API CallProcessing”, on page10-5See the HiPath ProCenterCall Director User Guide.See the HiPath ProCenterCall Director User Guide.See the HiPath ProCenterCall Director User Guide.16. Design your Email routing table. Section B.4.5, “DesigningEmail Processing”, onpage B-1517. Design your Chat routing table. Section C.6.1, “DesigningChat Processing”, onpage C-6Prepare a Hicom 300 E or HiPath 4000 switch18. Set up the RésuméRouting Queue orQueues.19. Set up the networked call queue, if youare using the Networked Call Centerfeature.20. Configure ART steps for the heartbeatmechanism.Prepare a Hicom HiPath 3000 switch21. Configure the targets in your Call DirectorCall Destination Lists according to yourconfiguration (Announcement, Interactive,or both).Log on to a Design DatabaseTable 7-1 Online Configuration Task List (Sheet 2 of 9)Section 17.5.2, “SettingUp the RésuméRoutingACD Groups”, on page17-12Section 17.5.3, “Settingup the Networked CallACD Group (NetworkedCall Center)”, on page17-13Section 17.4, “Configuringa HiPath 4000 Switch”, onpage 17-5G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 7-3

MAGNTASK.FMThe Configuration ProcessDatabase Configuration Task ListNur für den internen GebrauchDone Step Description Conceptual Information Help Topic or GuideProcedure22. Install the Administrator application on astandalone workstation.23. Log on to the Design Database you wantto use for your initial configuration.24. Activate features for your configuration byusing the ProCenter SID diskette.Section 21.3, “Using aDesign Database forConfiguration”, on page21-3Section 22.2, “ActivatingFeatures for Your Site”, onpage 22-3Configure the switch and system settings25. Create a record in the database of thenames and assigned port numbers of theinstalled ProCenter servers.26. Configure the routing settings. Section 9.6, “Procedure:Recording Routing andSite Decisions for ContactMatching”, on page 9-1027. Configure the data retention periods foryour statistics settings.28. Configure the reset times for your realtimestatistics.These are also the shift start times foryour site, if it is participating in thenetworked call center.29. Configure the general settings—theMaster Administrator inactivity time-out,the Routing permission, the globalsettings for the service level interval, thetime-out target, and the service levelcalculation.30. Configure the desktop settings—theDesktop refresh intervals and the VirtualQueue LED thresholds.Section 15.2, “StatisticsSettings”, on page 15-3Section 15.2.6, “Resettingthe Real-Time Statisticsand the Shifts for YourSite”, on page 15-9Section 15.1, “GeneralSettings”, on page 15-1Section 9.4, “About theGlobal Service LevelInterval”, on page 9-9;Section 9.5, “About GlobalTime-Out Options”, onpage 9-9Section 15.3, “DesktopSettings”, on page 15-9See the HiPath ProCenterInstallation GuideHelp Topic: Logging on toa Design DatabaseHelp Topic: Activatingfeatures when you installHelp Topic: Creating orupdating ProCenterserversHelp Topic: Configuringthe routing settings forRésuméRouting; orConfiguring the routingsettings forRésuméRoutingAdvancedHelp Topic: Setting thedata retention periodsHelp Topic: Configuringstatistics settingsHelp Topic: Configuringgeneral settingsHelp topic: ConfiguringDesktop settingsTable 7-1 Online Configuration Task List (Sheet 3 of 9)G281-0810-02, October 20037-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNTASK.FMThe Configuration ProcessDatabase Configuration Task ListDone Step Description Conceptual Information Help Topic or GuideProcedure31. Configure the telephony settings. Thisincludes the switch type, and thefollowing:If ProCenter is working with a Hicom300 E switch, configure heartbeat ACDnumber, heartbeat ACD group number,and the heartbeat route control groupnumber.If ProCenter is working with a Hicom 4000switch, configure the fallback number, theapplication ID, and the pulse interval.Also configure the Ring No Answerfeature (optional), and the pilot numberand priority increment for requeued calls.Section 15.4, “TelephonySettings”, on page 15-11Help topic: Configuringtelephony settings32. Create notifications and configure themodem settings.Configure media type settings33. Configure these callback settings, if usingthe Callback feature: Duplicate entries,Service level interval, Confirmation delay,Complete delay, Outbound file name,Generate Expired Files, and how manyexpired text files to create.34. Configure these chat settings, if using thechat feature: enable SSL, silentmonitoring, storage of transcripts, WebCollaboration Server port number, andservice interval.35. Configure these email settings: generalsettings, maintenance settings, serversettings, and module settings.Configure resource ranges36. Create your resource domains, and enterthe ranges for each resource domain.Section 15.6,“Notifications”, on page15-14Section 15.5, “CallbackSettings”, on page 15-12Section C.4, “ChatSettings”, on page C-4Section B.4, “EmailProcessing”, on page B-9Table 7-1 Online Configuration Task List (Sheet 4 of 9)Help Topics: Creating orupdating a notification andConfiguring modemsettingsHelp topics: Configuringcallback settingsHelp topics: Configuringchat settingsHelp topics: Configuringemail general settings,Configuring emailmaintenance settings,Configuring email serversettings, Configuringemail module settingsHelp topic: Configuringsynchronized resourcesG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 7-5

MAGNTASK.FMThe Configuration ProcessDatabase Configuration Task ListNur für den internen GebrauchDone Step Description Conceptual Information Help Topic or GuideProcedureConfigure switch resources37. Create a record for each of your backupACD groups.38. Create a record for each of your userextensions.39. Create a record for:● Each RésuméRouting ACD groupthat routes calls to a RésuméRoutingQueue●Each ACD group that routes calls toan IVR● The networked ACD group, if you areusing the Networked Call Centerfeature40. Create a record for each of your IVRextensions.41. Create a record for each of your requeuetargets.42. Create a record for:●●●●Each RCG that routes calls to aRésuméRouting ACD groupEach RCG that routes calls to an IVRACD groupEach route control group that routescalls to a backup FlexRouting ACDgroupThe networked RCG, if you are usingthe Networked Call Center featureCreate call types, skills, and routing entries43. Create your telephony call types, andenter the general settings for each calltype.Section 18.2, “AvailableSwitch Resources in theProCenter Suite”, on page18-2Section 18.2.1,“Requeuing Strategy”, onpage 18-6Section 10.7, “CreatingCall Types”, on page 10-24Help Topic: Creatingswitch resourcesHelp Topic: Creatingswitch resourcesHelp Topic: Creatingswitch resourcesHelp Topic: Creatingswitch resourcesHelp Topic: Creatingswitch resourcesHelp Topic: Creatingswitch resourcesHelp Topic: Updatinggeneral information for atelephony call type44. Create your callback call types, and enterthe general settings for each call type.Table 7-1 Online Configuration Task List (Sheet 5 of 9)Help Topic: Updatinggeneral information for acallback call typeG281-0810-02, October 20037-6 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNTASK.FMThe Configuration ProcessDatabase Configuration Task ListDone Step Description Conceptual Information Help Topic or GuideProcedure45. Create your chat call types, and enter thegeneral settings for each call type.46. Create your email call types, and enter thegeneral settings for each call type.47. For each call type, create the callrequirements for each call step, if you areusing RésuméRouting Advanced.48. Enable Performance Routing for the calltypes that you want, select a targetperformance statistic, and then enter avalue for the statistic.49. Select the call type options for anetworked call center, if you are using theNetworked Call Center feature.50. Assign priority increments and step timesto your call steps.51. Create the skills to be used in your callsteps.52. Create routing entries in your telephonyrouting table. Ensure that the calls thatmeet the RésuméRouting ACD group,ANI, and DNIS information are routedusing the call type selected in the routingentry, or the routing entry configured in theBusiness Rules Routing flow diagrams.53. Create routing entries in your chat routingtable.54. Create routing entries in your emailrouting table.Create aggregatesSection 10.4.1.1, “Tips forConfiguring Your CallSteps”, on page 10-13;and Section 13.2, “AboutCall Requirements”, onpage 13-6Section 10.4.3, “SettingPerformance Routing forCall Types”, on page 10-18Section 10.4.1.1, “Tips forConfiguring Your CallSteps”, on page 10-13Section 12.1, “About Skillsin RésuméRouting”, onpage 12-1; or Section13.1.1, “About Skills inRésuméRoutingAdvanced”, on page 13-2Section 10.2.1.1,“Designing PhoneMail orIVR Processing”, on page10-4Section C.6.1, “DesigningChat Processing”, on pageC-6Section B.4.5, “DesigningEmail Processing”, onpage B-15Table 7-1 Online Configuration Task List (Sheet 6 of 9)Help Topic: Updatinggeneral information for achat call typeHelp Topic: Updatinggeneral information for anemail call typeHelp Topic: Creating orupdating callrequirementsHelp Topic: EnablingPerformance RoutingHelp Topic: Creating a calltypeHelp Topic: Working withcall stepsHelp Topic: Creating askillSection 10.3, “Planningand Designing YourTelephony Routing Table”,on page 10-6.Section C.6.2, “CreatingYour Chat Routing Table”,on page C-8Section B.4.6, “CreatingYour Email RoutingTable”, on page B-18G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 7-7

MAGNTASK.FMThe Configuration ProcessDatabase Configuration Task ListNur für den internen GebrauchDone Step Description Conceptual Information Help Topic or GuideProcedure55. Create aggregates. Help Topic: Creating orupdating an aggregateCreate agents and departments56. Create an agent in the database for everyagent and supervisor who will receivecalls through the ProCenter Suite, andenter all agent information into thedatabase.57. Create an agent in the database for eachperson who needs access to theProCenter Suite’s configuration, or whowill use a component of the ProCenterSuite.58. Configure agent monitoring. (Do this afterall agents have been entered into thedatabase, to specify the agents, calltypes, ACD groups, and aggregates thateach supervisor or enterprise managercan monitor.)59. Create departments and assign agents tothose departments.Configure Desktop features60. Create messages that can be sent andreceived in the Desktop applications.61. Create wrapup reasons, wrapup fields,and account codes for your agents to use.62. Create a list of unavailable reasons fromwhich agents must choose whenbecoming unavailable (only for agentsusing the Desktop applications).63. Create a list of work reasons from whichagents must choose when entering Workstate.64. Create a list of callback delete reasonsfrom which agents must choose whendeleting a callback.There is also a list of default deletereasons. You can modify the descriptionsof these default delete reasons.Section 14.3, “Overview ofUser Properties”, on page14-3Section 14.6, “CreatingAgents”, on page 14-16Section 14.3.8, “AgentMonitoring”, on page14-12Section 16.1, “AboutMessages”, on page 16-1Section 16.3, “About theProCenter Suite WrapupFeatures”, on page 16-3Section 16.4, “AboutUnavailable Reasons”, onpage 16-4Section 16.5, “About WorkReasons”, on page 16-5Section 16.6, “AboutCallback Delete Reasons(Callback feature only)”, onpage 16-5Table 7-1 Online Configuration Task List (Sheet 7 of 9)Help Topic: Creating orupdating an agent.Help Topic: Creating orupdating an agentHelp Topic: Setting upagent monitoringHelp Topic: Creating orupdating a departmentHelp Topic: Creating orupdating a messageHelp Topic: Creating orupdating a wrapupreason; and Creating orupdating a wrapup fieldHelp Topic: Creating orupdating an unavailablereasonHelp Topic: Creating orupdating a work reasonHelp Topic: Creating orupdating a callback deletereasonG281-0810-02, October 20037-8 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNTASK.FMThe Configuration ProcessDatabase Configuration Task ListDone Step Description Conceptual Information Help Topic or GuideProcedure65. Create a list of callback retry reasons fromwhich agents must choose when retryinga callback.66. Create a list of phone numbers to excludefrom callbacks.67. Create a list of email discard reasons fromwhich agents must choose whendiscarding an email message.Configure Call Center Schedules68. Create a callback, chat, and email CallCenter Schedule for when your call centercan receive callbacks and emailmessages.Section 16.7, “AboutCallback Retry Reasons(Callback feature only)”, onpage 16-6Section 16.8, “AboutCallback ExcludedNumbers (Callback featureonly)”, on page 16-6Section B.7, “EmailDiscard Reasons”, onpage B-23Section 14.8.1, “Creating aCall Center Schedule”, onpage 14-19Help Topic: Creating orupdating a callback retryreasonHelp Topic: Creating orupdating an excludednumberHelp Topic: Creating orupdating an email discardreasonHelp topic: Creating orupdating a call centerscheduleConfigure the networking settings, if you are using the Networked Call Center feature69. Configure the network settings for yoursite—the setting that controls your site’sparticipation in the networked call center,and the Virtual Multi-Site option.70. Configure the acceptance settings—theminimum eligible agents setting, and theoptional site performance statistic with itscorresponding threshold value.71. Configure the distribution settings—thedistribution method and its correspondingsettings.72. Create the networked sites.You can also use the import data functionto create your networked sites in thedatabase.Put the Design Database into production73. Activate features in the ProductionDatabase.Section 22.2, “ActivatingFeatures for Your Site”, onpage 22-3Table 7-1 Online Configuration Task List (Sheet 8 of 9)Help Topic: Configuringthe network settingsHelp Topic: Configuringthe acceptance settingsHelp Topic: Configuringthe distribution settingsHelp Topic: Creating orupdating a networked siteTo use the import datafunction, see Section23.5, “ImportingNetworked Site Data”, onpage 23-6.Help Topic: Activatingfeatures when you installG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 7-9

MAGNTASK.FMThe Configuration ProcessDatabase Configuration Task ListNur für den internen GebrauchDone Step Description Conceptual Information Help Topic or GuideProcedure74. Validate the Design Database to check forand resolve any inconsistencies in yourdesign before putting the DesignDatabase into production.75. Save the Design Database over theProduction Database on the ProCenterServer machine.Section 22.4, “Validatingthe AdministrationDatabase”, on page 22-6Section 22.5, “Saving theDesign Database over theProduction Database”, onpage 22-8Table 7-1 Online Configuration Task List (Sheet 9 of 9)Help Topic: Validating theAdministration DatabaseHelp Topic: Saving aDesign Database over theProduction DatabaseG281-0810-02, October 20037-10 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNTASK.FMThe Configuration ProcessResource Configuration Task List7.2 Resource Configuration Task ListThe following task list is used to:●Set up your resources in the switch, using ACD AdministratorSee the HiPath ProCenter ACD Administrator User Guide for information on configuringthese switch resources.●●Create your extensions in the switch using AMO commandsCreate your resource domain ranges in the Domain Configuration Tool, within theAdministrator applicationThe task list includes, for each task:●●●A descriptionA page reference to detailed conceptual information, to help you make your designdecisions.A reference to the appropriate Administrator Help topic.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 7-11

MAGNTASK.FMThe Configuration ProcessResource Configuration Task ListNur für den internen GebrauchDone Step Description ProcedureConfigure switch resources using ACD AdministratorSee the HiPath ProCenter ACD Administrator User Guide for information on how to configure theswitch resources in the ACD Administrator application1. Create ACD groups.2. Create ACD agents.3. Create Route Control groups.4. Create shifts and shift sets.5. Create ACD numbers.6. Create ACD routing tables.7. Determine if you want to create fixed or conditional ART steps. You can then create theART steps.8. Create phone display messages.9. Create trunk groups.10. Create system parameters.11. Create users.Create extensions12. Configure extensions in the switch using AMO commands.Specify the HiPath ProCenter Domain Ranges using the Domain Configuration ToolNote: Make sure that the Administrator application is connected to the Production Database. If theAdministrator application is not connected to the Production Database, resources that have alreadybeen configured in the switch will not be automatically created in the Administrator application as youdefine the resource domain ranges.13. Create agent extension range(s). Section 20.2, “Working With theResource Domain”, on page 20-3.14. Create IVR extension range(s).15. Create FlexRouting ACD group range(s).Also refer to this section for items14 – 25. You can also refer to theAdministrator Help for moreinformation.16. Create RésuméRouting ACD group range(s).17. Create networked ACD group range.Table 7-2 Resource Configuration Task List (Sheet 1 of 2)G281-0810-02, October 20037-12 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNTASK.FMThe Configuration ProcessResource Configuration Task List18. Create IVR ACD group range(s).19. Create FlexRouting route control group (RCG)range(s).20. Create RésuméRouting RCG range(s).21. Create networked RCG range.22. Create IVR RCG range(s).23. Create reporting trunk group range(s).24. Create Basic agent user range(s).25. Create agent user range(s).Update resources in HiPath ProCenter Administrator that require further configuration26. Configure the skills, permissions, and monitored itemsfor each user, if they are not already defined.Before finalizing the configuration of each user profile,make sure that a set of skills is already defined in theAdministrator application.Table 7-2 Resource Configuration Task List (Sheet 2 of 2)G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 7-13

MAGNTASK.FMThe Configuration ProcessResource Configuration Task ListNur für den internen GebrauchG281-0810-02, October 20037-14 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGPPREP.FMPart 2Designing the ProCenter SuiteG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide -1

MAGPPREP.FMNur für den internen GebrauchG281-0810-02, October 2003-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNINST.FMInstallation ConsiderationsContact Routing8 Installation ConsiderationsThis chapter describes some considerations on the installation of the ProCenter Suite. Detailedinstallation information is located in the HiPath ProCenter Installation Guide. This chaptercovers:●●●Contact routingSkill requirements of customersType of flow for call center8.1 Contact RoutingYou and your Siemens representative planned and documented contact routing for yourexisting site before you installed the ProCenter Suite. The following sections provide moredetail on how contact routing works:●●●●●Chapter 9, “Making Contact Matching Decisions”Chapter 10, “Designing ProCenter Suite Call Processing”Chapter 11, “Configuring Business Rules Routing” (option available from telephony routingtable)Chapter 12, “Designing Call Steps for RésuméRouting”Chapter 13, “Designing Call Steps for RésuméRouting Advanced (Hicom 300 or HiPath4000 switches only)”8.2 Gathering Skill Requirements of CustomersYou use one or more of the following methods to gather customer requirements:●●A combination of ACD group number, ANI, and DNISCategory information (Email feature)For more information on how to configure categories for your email messages, see SectionB.3, “Setting up Categories”, on page B-5.●Initial URL information (Chat feature)For more information, see Section C.6, “Documenting Your Chat Processing”, on page C-6.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 8-1

MAGNINST.FMInstallation ConsiderationsDeciding the Type of Flow for Your Call CenterNur für den internen Gebrauch>You cannot gather callback requirements, since callbacks are generated bycustomers and agents. However, when creating telephony call types, you candetermine the callback call type that is assigned if the telephony call type isabandoned by a caller. This helps you to determine the call center schedules foryour site.●●●●PhoneMail call processing (Hicom 300 E and HiPath 4000 switches only)IVRsCall Director application scriptsYour customer database (for customization services, see your Siemens representative)For more information, see Section 3.1, “Gathering Customers’ Requirements”, on page 3-1.8.3 Deciding the Type of Flow for Your Call CenterDecide which of the following flows you want to use in your site. You can use more than oneflow.For more information on call configuration, see Chapter 3, “Configuration Options”.For more information on email configuration, see Appendix B, “Configuring EmailFunctionality”.For more information on chat configuration, see Appendix C, “Configuring Chat Functionality”.You can select one configuration for all telephony calls, or use different configurations fordifferent call flows. For example, some calls could use the IVR API call flow, while others coulduse the Basic configuration call flow.8.3.1 CallsIf HiPath ProCenter is working with a Hicom 300 E or HiPath 4000 switch you can use thefollowing configurations for calls:●●●●●Basic configuration with the telephony routing tableBasic configuration with a custom routing functionBasic configuration with PhoneMail, IVR call processing, or Call Director, and thetelephony routing table or the custom routing functionIVR Hold configurationACD Hold configurationG281-0810-02, October 20038-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNINST.FMInstallation ConsiderationsDeciding the Type of Flow for Your Call CenterSee Section 3.3, “Single-Site Call Center: Telephony Configurations Available”, on page 3-4 formore information.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 8-3

MAGNINST.FMInstallation ConsiderationsDeciding the Type of Flow for Your Call CenterNur für den internen GebrauchG281-0810-02, October 20038-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNSYS.FMMaking Contact Matching DecisionsSelecting a Routing Option9 Making Contact Matching DecisionsThis chapter describes decisions that you must make before you design your contactprocessing. These decisions are:●●How contacts are matched to agentsGlobal options for your siteUse the ProCenter Suite to set criteria that define the best possible match between a contactand an agent. The decisions you make here could affect how you design your contactprocessing in later chapters.Record your decisions regarding the following:●●To use the routing table or a custom routing function to identify calls, chat requests or emailmessagesThe maximum pending timeEmail messages do not use maximum pending time.●●●●●●●The maximum reserve timeThe skill-score type, if you are using RésuméRouting or RésuméRouting AdvancedThe importance of the skill-score criteria, if you are using RésuméRouting AdvancedThe importance of the Queue Time criterion in the skill score, for both RésuméRouting andRésuméRouting AdvancedThe importance of the Queue Time criterion in the skill scoreYour global service level intervalA global time-out extension (telephony only)The following sections provide information on the routing settings. After you read theconceptual information, follow the instructions in Section 9.6, “Procedure: Recording Routingand Site Decisions for Contact Matching”, on page 9-10 to record your decisions.9.1 Selecting a Routing OptionUse the ProCenter Suite to identify contacts and specify their routing options by using one ofthe following:●●Routing tableCustom routing functionG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 9-1

MAGNSYS.FMMaking Contact Matching DecisionsTime SettingsNur für den internen Gebrauch>Callbacks do not use the routing table or custom routing functions.Routing TableWhen a contact arrives in the call center, the Routing Server can do one of the following:●●●Telephony—Search the telephony routing table to find an entry that most closely matchesthe ANI, DNIS, and ACD queue information of a call, and then route the call according tothe routing option selected (Routing Entry or Business Rules Routing).Email—Search the Email routing table to find an entry that most closely matches thecategory information of an email message.Chat—Search the Chat routing table to find an entry that most closely matches the URLinformation of a chat session.For more information on Business Rules Routing, see Chapter 11, “Configuring Business RulesRouting”.Custom routing functionSend a message to a custom routing function, which identifies the contact and returns routinginformation to the Routing Server, instructing it to reserve the contact for a specific agent or toroute the contact based on its call type.9.2 Time SettingsThis section provides conceptual information about the time settings, which include:●●The maximum amount of time for which supervisors, using the Desktop application, canreserve contacts before the Routing Server routes the contact based on its call type.The maximum amount of time that a call, chat request, or agent can remain in Pendingstate.9.2.1 About the Maximum Reserve TimeSupervisors who have the proper permission can use the Desktop applications to reservecontacts either for themselves or for other agents.For more information on the Reserve Calls permission, see Section 14.3.7, “Permissions”, onpage 14-7.G281-0810-02, October 20039-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNSYS.FMMaking Contact Matching DecisionsTime SettingsYou can set the maximum amount of time that a supervisor can reserve a contact. When acontact reserved by a supervisor reaches the time limit (and has not yet been assigned to theagent), the Routing Server routes the contact based on its call type. Reserved contacts appearin the call queue. After reaching the maximum reserve time, a contact previously enqueuedwith a call type moves to the next call step, and is routed based on its call type.The maximum reserve time does not affect the reserve times set in the routing table.9.2.2 About the Maximum Pending TimeThe maximum pending time is the maximum amount of time that you want a contact to spendin Pending state. Pending state refers to:●●●A call or email message assigned to an agent, but not yet handled by the agent. The callor email message remains in Pending state until it is answered, at which time its statechanges to Connected.An agent who has not responded to an assigned call. The agent remains in Pending stateuntil the agent responds, at which time the agent’s state changes to Talk.A chat request or callback assigned to an agent, but has not yet handled by the agent. Thechat request remains in Pending state until it is answered.The application assumes that an agent will respond to a contact if the agent is in Available state.>Maximum pending time does not affect email messages.If a contact remains in Pending state past the maximum pending time:●●●Calls—the call becomes unanswered and is no longer tracked by the application. Theagent’s state becomes Unavailable. The agent is unavailable to handle further calls untilthe agent either answers the telephone, or manually changes to Available state.Callbacks—the callback is deleted from the system.Chat requests—the chat request is placed back into queue.>A chat request that has reached the maximum pending time is put back into queuein the same place it appeared when first assigned to an agent.The maximum pending time for a call should be slightly longer than the sum of the followingtimes:●●The time it takes for the switch or IVR to transfer a call, after receiving a message from theProCenter Suite to do soThe time it takes agents to answer their telephonesG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 9-3

MAGNSYS.FMMaking Contact Matching DecisionsConfiguring the Skill-Score SettingsNur für den internen GebrauchThe default value for the maximum pending time is 30 seconds, which is adequate for most callcenters. However, for telephony calls, if your switch or IVR is slow, you may need to increasethe maximum pending time. You may also need to adjust the maximum pending time (by a fewseconds), depending on how quickly your agents answer their telephones.>Callbacks remain in Offered state until they are accepted or rejected by an agent.When an agent accepts a callback, the agent’s state changes to Talk. If the callbackis neither accepted or rejected, the agent’s state changes to Unavailable.9.3 Configuring the Skill-Score SettingsThis section provides conceptual information about the following routing settings:●●●The skill-score type, which is used in RésuméRouting and RésuméRouting AdvancedThe skill-score criteria, used in RésuméRouting AdvancedThe Queue Time criterion, which is used in both RésuméRouting and RésuméRoutingAdvancedThis section includes advice for configuring the routing settings, and a discussion about theimplications of each setting for your overall call processing design.9.3.1 Selecting a Skill-Score Type for RésuméRouting AdvancedIn RésuméRouting Advanced, you can use the skill-score calculation to find the best possiblematch between a customer and an agent using either the closest match or most-skilled match.The skill-score type determines which kind of match is most important for call matching.Closest MatchThis skill-score type finds the agent who exceeds the ideal call requirements (in the first callstep) with the least amount of difference between the required skill levels and the agent's skilllevels. This skill-score type assigns the contact to the agent who has just enough qualificationsin the required skills, saving more qualified agents for other contacts.Most skilledThis skill-score type finds the agent whose skill level exceeds the required skill levels of theideal call requirements (in the first call step) by the greatest amount. This skill-score typeassigns the contact to the agent who brings the most qualifications to the contact (in therequired skill areas).The skill score type is not the only factor that affects the skill score; the settings for the skillscorecriteria also determine which kind of match is “best.”G281-0810-02, October 20039-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNSYS.FMMaking Contact Matching DecisionsConfiguring the Skill-Score Settings9.3.2 Configuring the Skill-Score Criteria for RésuméRoutingAdvancedThe skill score is a value that represents how well-suited an agent is for a contact’s idealrequirements. In RésuméRouting Advanced, the application calculates the skill score from abase value and several other values, each of which represents a criterion that may or may notbe important to you. The base value of the skill score represents how overqualified an agent isfor the skills specified in the call requirements of the first call step. The final skill-score valuerepresents all the criteria.The following are the criteria, apart from the Overqualified criterion, that affect the skill score:UnderqualifiedThis value indicates how underqualified an agent is for a contact. Underqualified means theagent has fewer skills or lower skill levels than those required by the first call step of a call type.Extra skillsThis value indicates the additional skills the agent has, other than the skills required by acontact's first call step.PreferenceThis value indicates an agent’s preference for the skills specified in the first call step. Preferencecan refer to either an agent’s preference for using certain skills, or to a supervisor or enterprisemanager’s preference for an agent to handle contacts that require a particular skill.Forbidden skillsThis value indicates how many of the agent’s skills are forbidden by the first call step.For more information on forbidden skills, see Section 13.2.1.4, “Forbidding a Skill”, on page13-9.Queue TimeThe amount of time that the contact has been in queue.For more information on the Queue Time criterion, see Section 9.3.3, “Configuring the QueueTime Criterion”, on page 9-7.You can set the importance of each criterion. The importance setting for a criterion determinesthe impact it has on contact matching, when calculating the skill score. For example, you canset the importance of Preference to be greater than the importance of Extra Skills, so thatagent’s preference levels have a greater impact on contact routing. The final skill-score takesall these criteria into account, and determines the best possible match based on your settings.Use the Administrator application to set the importance of the skill-score criteria by adjusting aslider for each criterion (see Figure 9-1). This helps you visualize the importance of eachcriterion in relation to the others.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 9-5

MAGNSYS.FMMaking Contact Matching DecisionsConfiguring the Skill-Score SettingsNur für den internen GebrauchFigure 9-1Sliders for the Skill-Score criteriaHowever, the scale between Low and High progresses in a non-linear fashion. The effect thatincrements at the low end of the scale have on the skill score is smaller than the effect thatincrements have at the high end. Therefore, moving a slider a few increments at the low end ofthe scale will have less impact than moving the slider’s position at the high end of the scale.>You should change only one slider at a time. Check the result of changing one sliderbefore changing another.In RésuméRouting, the skill score uses preset values.You can use the first four sliders to define a good skills match, as follows:●●Underqualified criterionIf you increase the importance of the Underqualified criterion, then you improve the chanceof routing a contact to a qualified agent. Use the Underqualified criterion to minimize therisk of assigning contacts to agents who have lower skill levels than the ideal requirements.Extra Skills criterionIf you increase the importance of the Extra Skills criterion, then you improve the chance ofrouting a contact to an agent who has no extra skills. Use the Extra Skills criterion tominimize the risk of assigning contacts to agents who are skilled in other areas. This savesyour multi-skilled agents for more complicated contacts by giving simpler contacts toagents who have just enough skills to handle the contact.G281-0810-02, October 20039-6 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNSYS.FMMaking Contact Matching DecisionsConfiguring the Skill-Score Settings>The Extra Skills criterion provides a function that is similar, but not identical, tothe choice between closest match and most skilled for the skill-score type. Usethe skill-score type to choose whether to route contacts to the agent with thehighest or closest skill levels to the required skill levels. Use the Extra Skillscriterion to determine the importance of avoiding the routing of contacts toagents who have skills in addition to the ones required.●●Preference criterionIf you increase the importance of the Preference criterion, then you improve the chance ofrouting a contact to an agent who prefers to use the skills required by the contact. Use thePreference criterion to assign contacts to agents who prefer to handle those contacts.Forbidden Skills criterionIf you increase the importance of the Forbidden Skills criterion, then you increase thechance of routing a contact to an agent whose skills are not forbidden in the callrequirements. Use the Forbidden Skills criterion to prevent agents with certain skills fromhandling contacts that forbid those skills.>If you set any of the sliders to the higher positions, the corresponding criteriamight have a greater impact on the final value of the skill score than the basevalue (the overskilled value). Be careful when setting the sliders; for example,you might route contacts to agents based primarily on whether they have extraskills, rather than whether they have higher skill levels than required.The default settings for the importance of the skill-score criteria place all the sliders in themiddle of the scale. The default settings are based on statistical analyses of many call centers.The default settings are best suited for a call center that matches the median values found inthe statistical analyses. When you first start using the ProCenter Suite, you should leave thesliders at the default settings.9.3.3 Configuring the Queue Time CriterionIn both RésuméRouting and RésuméRouting Advanced, the skill score represents whether anagent is a good skills-match for a particular contact. But the skill score also takes into accountthe amount of time that a contact has been in queue. The Queue Time criterion is included inthe skill score, so you can make adjustments according to what is more important to you—matching contacts quickly, or finding the best skills-match.Use the Queue Time slider to set the importance of the Queue Time criterion, relative to theimportance of finding a good skills match. The effect of the slider position depends on whichtype of routing you are using:●RésuméRoutingIf the Queue Time criterion is in the middle of the scale, then routing contacts quickly isequally important as finding a good skills-match. If the importance of Queue Time is setG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 9-7

MAGNSYS.FMMaking Contact Matching DecisionsConfiguring the Skill-Score SettingsNur für den internen Gebrauchhigher, routing contacts quickly is more important than finding a good skills-match.Conversely, if the importance of Queue Time is set lower, routing contacts quickly is lessimportant than finding a good skills-match.●RésuméRouting AdvancedThe slider position of the Queue Time criterion, relative to the positions of the other sliders,determines the relative importance of finding a good skills match or routing contactsquickly. If the slider position of the Queue Time criterion is set higher than the other sliders,routing contacts quickly is more important than finding a good skills-match. if theimportance of Queue Time is set lower than the other sliders, routing contacts quickly isless important than finding a good skills-match.If you increase the importance of the Queue Time criterion, then you improve the chanceof assigning older contacts before assigning newer contacts. However, the scale for QueueTime increases faster than the scales for the other criteria. For example, setting the QueueTime slider to the middle has approximately the same impact on the skill score as thecombined impact of the other four criteria at the middle setting.>The importance of the Queue Time criterion can be set globally or for specific calltypes. If the setting for a call type is specified, the application uses the call type’ssetting instead of the global setting. This helps you determine, for specific call types,whether it is more important to assign contacts quickly or find the best skills match.The impact of queue time on the skill score corresponds to the importance of the Queue Timecriterion and the time to maximum importance setting. You can configure both of these settingswith the Administrator application.When a contact is first routed based on its call type, the queue time has no effect on the skillscore (since the time in queue is zero seconds). As the contact waits in queue, the impact ofqueue time increases, until the time to maximum importance is reached. After this time, theimpact of queue time remains the same, regardless of how long the contact waits in queue.Most of your contacts should be routed within the service level interval. Therefore, you probablydo not want queue time to have a significant impact on the skill score before the service levelinterval is reached. This gives a greater importance to a good skills-match, as long as thecontact is not too old. As the contact waits in queue after the service level interval has beenreached, you might want queue time to have a greater impact on the skill score. To use thisrouting strategy, configure your time to maximum importance and the Queue Time criterion by:1. Starting with the time to maximum importance set equal to the amount of time in which youexpect 80% of your contacts to be routed.2. Doubling the time to maximum importance.3. Checking if the time to maximum importance is approximately equal to the maximumamount of time that the longest contact would be in queue. If the time to maximumimportance is not long enough, then repeat Step 2.G281-0810-02, October 20039-8 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNSYS.FMMaking Contact Matching DecisionsAbout the Global Service Level Interval4. Increasing the Queue Time slider by one increment for each time that you doubled the timeto maximum importance in Step 2.9.4 About the Global Service Level IntervalThe service level interval is the time in which your site should be able to answer most of yourcontacts. The definition of a successfully answered contact varies, depending on the needs ofyour call center. For example, a contact could be considered successfully answered if it metone of the following criteria:●The contact is abandoned within the service level intervalTo help monitor your site’s performance, the application records service level statistics for eachcall type. Service levels are calculated on the last 24 contacts of each call type.To record the service level performance of each call type, the application provides the flexibilityof configuring:●●A different service level interval for each call typeA global service level interval setting for all call types that do not have a specified servicelevel intervalThe application uses the global setting for any call types that do not have their own specifiedservice level interval. For example, a customer waits 42 seconds before a contact is answered.The Routing Server checks the service level interval for the call type. If the call type’s servicelevel interval is 40 seconds, the contact is unsuccessfully answered. If the call type does nothave a service level interval specified, the Routing Server checks the global setting. If the globalsetting is 45 seconds, the contact is successfully answered.For more information on specifying service level intervals for your call types, see Section10.4.2, “About Overriding Global Settings”, on page 10-17.9.5 About Global Time-Out OptionsA call, email message, or callback times out at the end of the last call step, if the Routing Serverhas not found a successful match. If the call, email message, or callback times out:●●●Call—The Routing Server diverts a call to a specified time-out extensionEmail message—The Email Server routes the email message to the time-out email calltypeCallback—The Routing Server Sends a record to the Reporting Database with a callbackresult of ‘call type timeout’. The callback is then deleted from the Callback Database.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 9-9

MAGNSYS.FMMaking Contact Matching DecisionsProcedure: Recording Routing and Site Decisions for Contact MatchingNur für den internen Gebrauch>Chat requests do not time out. If a chat request is not matched to an agent within thespecified time period, the chat request is deleted from the Routing Server.9.5.1 Diverting Telephony Calls to a non-ProCenter Suite SystemYou should configure the time-out extensions in the switch to divert calls to a non-ProCenterSuite system. The time-out extension can be:●●●A PhoneMail systemAn ACD queue for non-ProCenter Suite agentsAn ACD queue for must-answer extensionsTo plan the time-out routing for each call type, the application provides the flexibility ofconfiguring:●●A different time-out extension for each call typeA global time-out extension for all call types that do not have a specified time-out extensionThe Routing Server uses the global setting for the time-out extension for any call types that donot have their own specified time-out extension.For more information on specifying time-out extensions for call types, see Section 10.4.2,“About Overriding Global Settings”, on page 10-17.For information on diverting email messages, see Appendix B, “Configuring EmailFunctionality”.9.6 Procedure: Recording Routing and Site Decisions for ContactMatchingUse the conceptual material in the preceding sections to help you complete the procedure inthis section. Complete the following steps:1. Specify the maximum pending time and the maximum reserve time (latter is unavailable ifBusiness Rules Routing option is selected in the Routing entry). For more information, seeSection 9.2, “Time Settings”, on page 9-2.Maximum reserve time differs for email messages. For more information see, (systemsettings chapter).2. Select the routing table or a custom routing function (telephony only) to identify contacts inthe Basic configuration. Remember that callbacks cannot use a custom routing function orthe Business Rules Routing function in the telephony routing table.G281-0810-02, October 20039-10 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNSYS.FMMaking Contact Matching DecisionsProcedure: Recording Routing and Site Decisions for Contact MatchingFor more information on designing basic contact processing, see Section 10.2.1,“Designing ProCenter Suite Basic Call Processing”, on page 10-4.3. Select the skill-score type, if you are using RésuméRouting Advanced. See Section 9.3.1,“Selecting a Skill-Score Type for RésuméRouting Advanced”, on page 9-4 for advice.4. Record an approximate importance for each skill-score criterion, if you are usingRésuméRouting Advanced. See Section 9.3.2, “Configuring the Skill-Score Criteria forRésuméRouting Advanced”, on page 9-5 for advice.5. Record an approximate importance for the Queue Time criterion, for both RésuméRoutingand RésuméRouting Advanced. See Section 9.3.3, “Configuring the Queue TimeCriterion”, on page 9-7 for advice.6. Enter your average service level interval for both the time to maximum importance and theservice level interval.7. Enter a number to use as a global time-out extension.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 9-11

MAGNSYS.FMMaking Contact Matching DecisionsProcedure: Recording Routing and Site Decisions for Contact MatchingNur für den internen GebrauchG281-0810-02, October 20039-12 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNRTNG.FMDesigning ProCenter Suite Call ProcessingDocumenting Your Current Call Processing10 Designing ProCenter Suite Call ProcessingThis chapter provides instructions on designing your site’s call processing. The completedexamples in this section are for YourCompany Capital Management Company(YourCompany), our sample company.This chapter provides information on the following:●●●●Documenting your current call processing (if you are upgrading an existing site).Designing your initial call processing, which defines how contacts are routed to theRésuméRouting Queues.Designing your telephony routing tables, or your custom routing function for contacts.Designing your ProCenter Suite call types for all media, which define the parameters thatthe ProCenter Suite uses to find the best available agent.If you are using the Networked Call Center feature, decide which options to apply to yourcall types, so that the call types can participate in the acceptance and distribution of callsthroughout the networked call center.●●Determining which call types will use Performance Routing, and set the value of the targetperformance statistic.Determining which call types to include in aggregates.10.1 Documenting Your Current Call ProcessingBefore designing ProCenter Suite call processing, you should document your site’s current callprocessing. This provides you with a basis for designing ProCenter Suite call processing, andthe backup call processing.To document your current call processing:1. Record your current IVR or PhoneMail menu selections. Use these menu selections toidentify the customer’s requirements.2. Summarize your current ACD processing.Table 10-1 shows the current IVR or PhoneMail call processing for YourCompany.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 10-1

MAGNRTNG.FMDesigning ProCenter Suite Call ProcessingDocumenting Your Current Call ProcessingNur für den internen Gebrauch1 US Investments- The PhoneMail system dials 57112 Foreign Investments- The PhoneMail system dials 57123 Commodities- The PhoneMail system dials 57134 Accounts Management- The PhoneMail system dials 5714 and sends theANI to the switchTable 10-1YourCompany’s Current IVR or PhoneMail Call ProcessingTable 10-2 shows YourCompany’s current ACD call processing.ANI Number DNIS Number DestinationACD NumberTable 10-2YourCompany’s Current ACD Call ProcessingSource ACDNumberPrimary Target* 5700 5700 The PhoneMailsystem* 5711 5711 USINVEST* 5712 5712 FGINVST* 5713 5713 COMODTS(522) 555-6615 5714 5714 5724 Agent ID(921) 555-4755 5714 5714 5725 Agent IDIn YourCompany’s current ACD routing, the destination ACD number 5700 routes calls to thePhoneMail system. The destination numbers 5711, 5712, and 5713 (dialed by the PhoneMailsystem), route calls to the ACD groups for US Investments, Foreign Investments, andCommodities, respectively.G281-0810-02, October 200310-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNRTNG.FMDesigning ProCenter Suite Call ProcessingDesigning Initial Call ProcessingIf customers choose Accounts Management, the company uses ANI numbers to identify theaccounts and to route their calls. The ANI number is passed back to the switch from thePhoneMail system, and translated to a source ACD number by using a source translation tableassociated with destination number 5714. The switch routes the call to a certain agent by usingRoute-to-Agent ID steps in ACD routing tables (ARTs).10.2 Designing Initial Call ProcessingIn this section, you design the initial call processing of your site and determine the types of callsyour site handles. You use this information to:●●●●Configure your switch for the ProCenter Suite.Design your IVR or PhoneMail systems (if you are using the PhoneMail or IVR processing,or the IVR API configuration).Create the telephony routing table in the Administration Database, or design a customrouting function, to identify the requirements of calls in queue.Create a Business Rules Routing default flow diagram, and sub-flow diagrams, to routetelephony calls after the requirements of the call are identified in the telephony routingtable.Complete the following steps to design call processing for the ProCenter Suite.1. Design ProCenter Suite basic call processing. For instructions, see Section 10.2.1,“Designing ProCenter Suite Basic Call Processing”, on page 10-4.2. Design the call processing of your PhoneMail system, if required. For instructions, seeSection 10.2.1.1, “Designing PhoneMail or IVR Processing”, on page 10-4.3. Design the call processing for your IVR system, if you use a IVR API configuration. Forinstructions, see Section 10.2.1.2, “Designing IVR API Call Processing”, on page 10-5.4. Design the call processing for your Call Director application (optional). You must configurean IVR ACD group, IVR route control group, and any needed IVR extensions. For moreinformation, see the HiPath ProCenter Call Director User Guide.HiPath 3000 switch only—You must create IVR extensions for Call Director announcementports.Gather as much specific information about your customers as possible. ProCenter SuiteRouting call matching is more effective if your customer’s requirements are specific and welldefined.After identifying customer requirements:●Create as many IVR or PhoneMail selections as needed.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 10-3

MAGNRTNG.FMDesigning ProCenter Suite Call ProcessingDesigning Initial Call ProcessingNur für den internen Gebrauch●Use as many ANI numbers and destination ACD numbers as needed. Create newdestination ACD numbers, if they help to identify customer requirements. Make note of thenew destination ACD numbers, so you can configure new ACD routing for these numbers.10.2.1 Designing ProCenter Suite Basic Call ProcessingBasic calls are calls that the ACD routing configuration routes from a destination ACD numberto an ACD group configured as a RésuméRouting Queue. The ProCenter Suite monitors thesequeues and can identify the requirements of calls in queue in either of the following ways:●Using the telephony routing table to route calls that match the ANI, DNIS, andRésuméRouting ACD group numbers in the telephony routing table. Calls are routed usingeither the call type, call data, and DDE data configured in the telephony routing entry, orBusiness Rules Routing default flow diagrams.>For more information on Business Rules Routing, see Chapter 11, “ConfiguringBusiness Rules Routing” before designing your basic call processing.●Using a custom routing function (which you must provide) to identify calls, perhaps by usingANI, DNIS, and customer database information. For information on creating your owncustom routing function, see the HiPath ProCenter Programming Guide.10.2.1.1 Designing PhoneMail or IVR ProcessingYou can use PhoneMail or IVR processing to give customers a list of selections. Each menuselection corresponds to a destination ACD number, which the PhoneMail or IVR system dialswhen the customer makes a selection. For each destination ACD number, the ACD routingmust be configured to route the call to a RésuméRouting Queue. Calls that follow this processare called basic calls; you will design the call processing for these later in this chapter.List all the possible selections that a customer can make, and the results of each selection.Each selection should dial a specific destination ACD number.For example, in YourCompany’s PhoneMail system, as shown in the following example (Table10-3), pressing 1 for Domestic Stocks dials the destination ACD number 5711. To help gatherspecific customer requirements, YourCompany has created selections for Domestic Stocks,Domestic Bonds, and Mutual Funds, from what was formerly US Investments.G281-0810-02, October 200310-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNRTNG.FMDesigning ProCenter Suite Call ProcessingDesigning Initial Call Processing.1 Domestic Stocks- The PhoneMail system dials 57112 Domestic Bonds- The PhoneMail system dials 51723 Mutual Funds- The PhoneMail system dials 5173Table 10-3YourCompany’s ProCenter Suite Basic Call Flow with PhoneMail Processing10.2.1.2 Designing IVR API Call ProcessingYou can use IVR API processing to give customers a series of selections from which to chooseto describe the purpose of the call. The goal of the IVR menu system is to identify therequirements of the call, and to determine the routing parameters of the call. When the call isidentified, the IVR sends an “enqueue call” message to the ProCenter Suite. With the message,the IVR can:●●●Enqueue a call with a call typeReserve a call for a specific agent. The call type must also be specified, in case the agentis busy.Specify the initial priority of the call.Complete the following steps:1. Design the selections in each menu and submenu, and the result of each selection. Eachselection should refer to either a submenu, or a specific call type that your site handles.2. Record the agent for whom to reserve the call, if you want to reserve the call for a specificagent. Also specify whether you want your IVR to use information from a customerdatabase to identify customers.3. Decide how many levels of importance you want to assign to your calls, and assign eachlevel a value for the initial priority (if you have not already done so when designing yourbasic call processing). For example, you might have three levels of importance (where lowis 25, average is 50, and important is 75), or 10 levels of importance (0, 10, 20, 30, 40, 50,60, 70, 80, and 90).G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 10-5

MAGNRTNG.FMDesigning ProCenter Suite Call ProcessingPlanning and Designing Your Telephony Routing TableNur für den internen Gebrauch4. Assign an initial priority to each entry.For example, in YourCompany’s system, (which uses IVR API) as shown in the followingexample, pressing 4 for Foreign Investments will enqueue the call with the Foreign Investmentscall type. To help gather specific call requirements, YourCompany has created selections forDomestic Stocks, Domestic Bonds, and Mutual Funds, from what was formerly USInvestments.1 Domestic Stocks# Call Type Reserve For PriorityAgent (optional)- Domestic Stocks E.M. Jackson 402 Domestic Bonds- Domestic Bonds 603 Mutual Funds- Mutual Funds 804 Foreign Investments- Foreign Investments 40Table 10-4YourCompany’s ProCenter Suite IVR API Call Processing10.3 Planning and Designing Your Telephony Routing TableThis section describes the telephony routing table, and how to plan and design theconfiguration of the telephony routing table. It also describes how default routing is used toroute telephony calls that do not match a telephony routing table.10.3.1 About the Telephony Routing TableThe telephony routing table consists of routing entries, each of which contains ANI, DNIS, andACD group information that identifies an incoming call. You also have the option of routing callsthat match the telephony routing entry to the Business Rules Routing default flow diagram.G281-0810-02, October 200310-6 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNRTNG.FMDesigning ProCenter Suite Call ProcessingPlanning and Designing Your Telephony Routing TableThis section provides introductory information about:●●How the telephony routing table identifies incoming callsThe routing options that the telephony routing table providesThe following procedure describes what happens when a call arrives in a RésuméRoutingqueue, and how the Routing Server must find the most specific match in the telephony routingtable for the call information.The Routing Server:1. Obtains the ANI, DNIS, and ACD group information of the enqueued call.2. Finds the entries for the RésuméRouting Queue in which the call is enqueued.3. Reduce the number of possible entries by finding the most specific match among the DNISnumbers or the To information. The DNIS numbers that you use in the telephony routingtable correspond to the destination ACD numbers you used when designing your callprocessing.4. Finds the one entry that most closely matches the ANI number of the call.5. Uses the routing parameters in either the telephony routing entry or the Business RulesRouting flow diagram, depending on which option is selected, to route the call to a call type.See Chapter 3, “Configuration Options” for more information on the phases that a call goesthrough before the ProCenter Suite routes the call to an agent.In addition to the call type, the telephony Routing Table also determines the following routingparameters:Business Rules Routing or Routing EntryUse a Business Rules Routing flow diagram or routing entry call type to route telephony callsthat match the ANI, DNIS, and ACD group defined in the routing entry.Initial priorityThe starting value of a call’s priority, which can be increased by the call type, or by an agentusing one of the Desktop applications. The priority increment of the first call step is added tothe initial priority when the call is enqueued with a call type. At the beginning of each call step,the step’s priority increment is added to the call’s priority. For more information on how priorityaffects call routing, see Section 4.4.1, “Priority”, on page 4-13.Call captionA label for the call displayed by the Desktop applications.Reserve for agentYou can reserve an agent for any calls that match this telephony routing entry. You can alsoselect the amount of time that the call is reserved for the agent before being requeued foranother agent.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 10-7

MAGNRTNG.FMDesigning ProCenter Suite Call ProcessingPlanning and Designing Your Telephony Routing TableNur für den internen GebrauchCall DataInformation about the call or customer displayed by the Desktop applications. Every time a callis requeued, the associated call data displayed in an agent’s Call Details view is updated withcall data retrieved from the Call Data tab in the Telephony Routing Entry Properties dialogbox.Dynamic Data ExchangeInformation that can be easily transferred to an external application. For example, you cancustomize an application that uses DDE information to create a screen pop on an agent'sworkstation. For more details about how to use DDE information, see the HiPath ProCenterProgramming Guide.>>The following options in the Telephony Routing Entry Properties dialog box areunavailable in the telephony routing entry if Business Rules Routing is selected,because Business Rules Routing already support this functionality:● Initial priority● Call caption● Reserve for agent● Call Data tab● DDE tabWhen a site distributes a call to another site, using the Networked Call Centerfeature, the originating site identifies and sends the call type name, call caption, calldata, initial priority, and DDE information to the destination site. The destination siteuses these routing parameters to enqueue the call, but uses the properties of thecall type as defined in its own Administration Database to route the call. For moreinformation on identifying calls distributed from networked sites, see Section 3.4.1,“Identifying Calls Distributed from Networked Sites”, on page 3-18.Only incoming telephony calls can be distributed to other sites.Using the Asterisk for ANI and DNIS NumbersWhen creating your routing entries, you might want to create routing entries for calls that matcha range of ANI or DNIS numbers.You can use an asterisk (*) to identify calls that have similar ANI or DNIS numbers, and assignthe same routing parameters to these calls.The single asterisk (*) represents a set of numbers (for example, 555* represents all numbers,regardless of their length, that start with 555). The asterisk must always be the last characterin either the ANI or DNIS number.G281-0810-02, October 200310-8 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNRTNG.FMDesigning ProCenter Suite Call ProcessingPlanning and Designing Your Telephony Routing TableWhen searching for the proper ANI and DNIS information, the ProCenter Suite uses the mostspecific entry. For example, if the application is searching for 3456, it uses the telephonyrouting entry with 3456, not the entry with 345*. However, if the application is searching for 345,and there is no entry for 345, it then looks for an entry with 345*. Likewise, if there is no entryfor 345*, the application looks for an entry with 34*.As part of the default routing system, the application automatically creates a generic telephonyrouting entry for each RésuméRouting ACD group that you create. The generic telephonyrouting entry uses the asterisk for both the ANI and DNIS information. Any call that does notmatch a specific telephony routing entry will use the generic telephony routing entry for theRésuméRouting ACD group in which the call is enqueued. For example, a call that has a DNISof 123, and has no ANI number, uses the generic telephony routing entry if there are no entriesfor the following:ANI DNIS* 123* 123** 12** 1*Table 10-5Using the Asterisk with ANI and DNIS Numbers10.3.2 Planning Your Telephony Routing TableFor each ANI and DNIS entry, you must create a telephony routing entry that uses the followinginformation:●●●●●●●The call typeThe ANI, and Destination ACD Number information. Record each combination of ANIand destination ACD numbers for incoming calls (the DNIS number is the same as thedestination ACD number).The RésuméRouting ACD group, to which calls with this ANI and DNIS information arerouted.The initial priority.The agent and time limit (if you decided to reserve calls that use this telephony routingentry).A caption for each telephony routing entry—this is the label that the Agent application andSupervisor application display for the call.Any call data or DDE information that you want to store. For more information about calldata or DDE information, see Section 10.3.1, “About the Telephony Routing Table”, onpage 10-6.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 10-9

MAGNRTNG.FMDesigning ProCenter Suite Call ProcessingPlanning and Designing Your Telephony Routing TableNur für den internen Gebrauch>If a call meets the RésuméRouting ACD group, ANI, and DNIS informationconfigured in the telephony routing entry, the call is routed using the call typeselected in the routing entry, or the routing entry configured in the Business RulesRouting flow diagrams. For instructions on creating a telephony routing entry, seethe Administrator Help.10.3.3 Designing Your Telephony Routing TableTo design your telephony routing table, complete the following steps for each ANI anddestination ACD:1. If you want the call to be reserved for a specific agent, record the name of the agent.2. Record a name for the call type that you want the call to use.If you have entries for calls whose requirements are very similar, you might want to use thesame call type for those entries.3. Determine if the call is routed using the call type, call data, and DDE data in the telephonyrouting entry, or by the Business Rules Routing default flow diagram.>If you are using the Networked Call Center feature and you want calls of the call typeto participate in the networked call center, the call type name must be identical inthe database of each site that wants to participate in the acceptance and distributionof calls of the same call type.Only incoming telephony calls can be distributed to other sites.When you have finished the previous procedure for each entry, complete the following steps toassign an initial priority to your calls (Priority option unavailable if Business Rules Routingselected).1. Review the decisions for your routing settings.2. Decide how many levels of importance you want to assign to your calls, and assign eachlevel a value for the initial priority.For example, you might have three levels of importance (where low is 25, average is 50,and important is 75), or 10 levels of importance (0, 10, 20, 30, 40, 50, 60, 70, 80, and 90).3. Assign an initial priority to each entry.For example, in YourCompany’s basic call processing, as shown for calls in the followingexample (Table 10-6), calls with any ANI number (represented by the asterisk) and thedestination ACD number 5711, are enqueued with the Domestic Stocks call type. To helpG281-0810-02, October 200310-10 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNRTNG.FMDesigning ProCenter Suite Call ProcessingPlanning and Designing Your Telephony Routing Tablegather specific customer requirements, YourCompany has created new destination ACDnumbers for Domestic Stocks, Domestic Bonds, and Mutual Funds, from what was formerly USInvestments.ANI NumberDestinationACD Number10.3.4 About the Default Routing SystemDefault routing is a system that routes all calls that do not match a specific telephony routingentry. The system is automatically created in every new database.The default routing system includes:Reserve ForAgent (optional)Call Type* 5711 - Domestic Stocks 40* 5172 - Domestic Bonds 60* 5173 - Mutual Funds 80* 5712 - Foreign Investments 40* 5713 - Commodities 60(522) 555-6615 5714 J.B. Smith Company A account 80(921) 555-4755 5714 R.B. Patel Company B account 40Table 10-6>YourCompany’s ProCenter Suite Basic Call ProcessingInitialPriorityAfter you finish making these entries, review the entries in the telephony routingtable, to ensure you have included all routing possibilities. Also ensure you haveconfigured the generic telephony routing entry that was automatically created foreach RésuméRouting ACD group.●●Generic routing entries that are automatically created every time you create aRésuméRouting ACD group. The generic telephony routing entry uses the default call typeto route the call.A default call type whose first call step specifies the default skill, if you are usingRésuméRouting.If you are using RésuméRouting Advanced, the first call step specifies the default callrequirements. This call step should have a short step time. The time-out extension for thedefault call type should also specify a dialable number that is always available to handledefaulted calls.●●The default call requirements, which require the default skill, if you are usingRésuméRouting Advanced.The default skill, which is named DEFAULT.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 10-11

MAGNRTNG.FMDesigning ProCenter Suite Call ProcessingAbout Call TypesNur für den internen Gebrauch●A table in the database which stores information about calls that use default routing (thatis, any call that does not match a specific telephony routing entry). You can use this datato create specific routing entries, so that calls with the same ANI and DNIS do not usedefault routing in the future.You can update or delete any item in the default routing system to correspond to the routingdesign of your site. For example, you might specify the time-out extension for the default calltype, and change the step time to one second, so that calls are immediately transferred to thetime-out extension. You could also give the default skill to agents who are best qualified tohandle unidentified calls.10.4 About Call TypesA call type describes the requirements of a contact at various points in time while it is in queue.A call type does the following:●●●●Increases the contact’s priorityUses its own settings to override some of the global settings used to route the contactUses a script URL, to open a browser window containing a script the agent can use whenresponding to a contact (optional)Uses Performance Routing to set target performance statistics for the call type (optional)The following sections provide more information on the design and creation of call types.10.4.1 About Call StepsA contact that is routed based on its call type passes through a series of call steps as it waitsin queue. Each step describes the requirements of the contact during a specific time in queue.If a contact is still in queue after the last call step, the Routing Server (telephony and callback),Web Collaboration Server (chat requests), or Email Server (email messages) transfers it to thespecified time-out target. Callbacks are deleted after they time out.In each step, you can set the following:Step timeThe length of time that a contact remains in a step before moving to the next step. A contacttimes out if it is not assigned to an agent by the end of the last call step.Priority incrementThe amount added to the contact’s priority at the beginning of each call step. This amount canbe different in each step. The initial priority of a contact is set in the telephony routing entry thatuses the call type. Priority can be used to determine which one of several contacts is routed toan agent who has just become available.G281-0810-02, October 200310-12 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNRTNG.FMDesigning ProCenter Suite Call ProcessingAbout Call TypesIf you are using the Networked Call Center feature, the originating site determines the initialpriority of a networked call (telephony only).Eligible AgentsThe agents eligible to handle each call step. You can view or modify the properties of the eligibleagents.Each call step also defines the requirements of the contact, depending on the type of routingyou are using:RésuméRoutingIn RésuméRouting, each step specifies a skill that agents must have to handle the contact.The matching process uses the skills in the call steps for the following calculations:●●Eligibility calculations determine whether the available agents have the skill requiredby the current call step.Skill-score calculations compare the agents’ skills with the skill required by the first callstep (also referred to as the ideal skill of the call type).RésuméRouting AdvancedIn RésuméRouting Advanced, each step specifies the call requirements, in a logicalexpression that defines the skills required by a contact. Agents who meet the callrequirements are considered to be in a virtual group, which is the group of agents eligibleto handle the contact during the call step. For more information on call requirements, seeSection 13.2.1, “Defining Call Requirements”, on page 13-7. The matching process usesthe call requirements for the following calculations:●●Eligibility calculations determine whether the available agents meet the callrequirements of the current call step.Skill-score calculations compare the agents’ skills with the call requirements of the firstcall step (also referred to as the ideal requirements of the call type).For more information on eligibility or finding the best possible match between a customer andan agent, see Chapter 4, “Introducing ProCenter Suite Contact Matching”.10.4.1.1 Tips for Configuring Your Call StepsUse the following tips to help configure your call steps:Start with high standards, then relax requirements with each step.Advice for RésuméRoutingIn RésuméRouting, the first step should require the ideal skill for the call type. Only the bestagents to handle the contact should have this skill. In subsequent steps, relax therequirements so that more agents are eligible to handle the contact in the next call step, ifG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 10-13

MAGNRTNG.FMDesigning ProCenter Suite Call ProcessingAbout Call TypesNur für den internen Gebrauchthe contact is not assigned immediately. This improves the chance of routing the contactto an agent within the service level interval. For more information on eligibility inRésuméRouting, see Section 4.2.2, “Eligibility in RésuméRouting”, on page 4-5.The skill-score calculation compares agents’ résumés to the ideal skill in the first call step,so even if the call moves to another call step, the call is routed to the available agent whomost closely matches the ideal requirements. For more information on the skill-scorecalculation in RésuméRouting, see the Section 4.4.2, “The Skill Score in RésuméRouting”,on page 4-14.Advice for RésuméRouting AdvancedIn RésuméRouting Advanced, the first step should have the ideal call requirements for thecall type. In subsequent steps, relax the requirements, so that more agents are eligible tohandle the call in the next call step, if the call is not assigned immediately. This improvesthe chance of routing the call to an agent within the service level interval. For moreinformation on eligibility calculations, see Section 4.3.4, “Eligibility in RésuméRoutingAdvanced”, on page 4-11.The skill score uses the first step as the ideal call requirements. The skill-score calculationcompares agent résumés to the ideal requirements, so even if the call moves to anothercall step, the call is routed to the available agent who most closely matches the idealrequirements. For more information on the skill-score calculation, see Section 4.4,“Determining the Best Possible Match”, on page 4-12.Figure shows how to increment your call steps for a telephony call type.StepNumberStep TimePriorityIncrement1 10 5 List of Skills Required:Call Requirements NameIdeal Dom stksDescription (ordinary language):Advanced knowledge of: domesticstock funds, blue chip stocks, indexfunds, and IPOs; EnglishStepNumberStep TimePriorityIncrementStock Funds, Blue Chip Stocks, English, Index Funds,Initial Public OfferingsLogical Expression:ENGLISH,7 AND STOCK_FUNDS,7 ANDBLUE_CHIPS,7 AND (INDEX_FUNDS,5 ORINITIAL_PUB_OFF,5)2 15 5 List of Skills Required:Stock Funds, Blue Chip Stocks, EnglishCall Requirements NameDom stksTable 10-7 Call Step Incrementation for a telephony call (Sheet 1 of 2)G281-0810-02, October 200310-14 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNRTNG.FMDesigning ProCenter Suite Call ProcessingAbout Call TypesDescription (ordinary language):Intermediate knowledge of: stockfunds and blue chip stocks; EnglishLogical Expression:ENGLISH,7 AND STOCK_FUNDS,7 ANDBLUE_CHIPS,7StepNumberStep TimePriorityIncrement3 25 5 List of Skills Required:Stock Funds, Blue Chip Stocks, EnglishCall Requirements NameDom stks 3Description (ordinary language):Basic to intermediate knowledge of:stock funds and blue chip stocks;EnglishLogical Expression:ENGLISH,7 AND STOCK_FUNDS,5 ANDBLUE_CHIPS,5StepNumberStep TimePriorityIncrement4 25 5 List of Skills Required:Stock Funds, EnglishCall Requirements NameBasic StocksDescription (ordinary language):Basic knowledge of: stock funds;EnglishLogical Expression:ENGLISH,7 AND STOCK_FUNDS,5Table 10-7 Call Step Incrementation for a telephony call (Sheet 2 of 2)Increase the number of eligible agents in each step.Advice for RésuméRoutingIn RésuméRouting, after the ideal skill specified in the first call step, ensure thatsubsequent call steps use skills that more agents have. To ensure this, you can simply givethe skill in each subsequent step to more agents. The number of eligible agents shouldincrease with each step, improving the chance of routing the contact with each subsequentstep.Advice for RésuméRouting AdvancedIn RésuméRouting Advanced, after the ideal call requirements in the first call step, use callrequirements that require lower skill levels and fewer skills. The number of eligible agentsshould increase with each step, improving the chance of routing the call with eachsubsequent step.Set the step time proportional to the amount of change between call steps.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 10-15

MAGNRTNG.FMDesigning ProCenter Suite Call ProcessingAbout Call TypesNur für den internen GebrauchThe step time should be proportional to the amount of change in priority or the number ofeligible agents in your call steps. If there is a big change between steps and there are fewsteps, the step time should be longer. If there is only a small amount of change, the steptime should be shorter. This means your call types should change at a similar rate.For example, if the second call step has one more eligible agent than the first step, the firststep's time should be short (for example, 10 seconds). However, if the second call step has20 more eligible agents, the first step's time should be long (for example, 90 seconds).Use different priority increments for high and low priority call types.There are a number of different strategies you can use to increase a call’s priority. If youuse the initial priority setting (set in the telephony routing table) to identify high-priority andlow-priority contacts, you need to decide how the contact’s priority should increase. Thefollowing are two strategies you might use:●Increase the priority of important contacts more quickly than less important contacts.This maintains the advantage that high-priority contacts have when determining thebest possible match.For example, each step might add a value of 4 to the priority of important contacts,whereas each step might add a value of 2 to the priority of less important contacts.This maintains the advantage that important contacts have, until both contacts meetthe maximum priority value of 100.●Increase the priority of less important contacts more quickly than important contacts,so that the priority of less important contacts eventually becomes equal to theimportant contacts. contacts that have been waiting in queue for a long time have anequal chance of being matched, regardless of whether they were originally consideredmore or less important.For example, less important contacts might have an initial priority of 10, and the firstfive steps may each add a value of 3 to their priority. More important contacts mighthave an initial priority of 20, and the first five steps might each add a value of 1 to theirpriority. After five call steps, both contacts have a priority of 25 and an equal chanceof being matched.Use priority to influence how often skill score is used.You can change your strategy for increasing priority to influence how often the skill scoreis used to determine the best possible match. For more information on how and when thepriority of a contact increases, see Section 4.4.1, “Priority”, on page 4-13.If an agent is available and eligible for a number of contacts, the application assigns theagent to the call with the highest priority. If the priorities of two or more contacts are equal,the Routing Server uses the skill scores to determine the best call for the agent. How oftenthe priorities of contacts are equal depends on how specific are your initial priorities andpriority increments. To influence how often the skill score is used to determine the bestmatch, consider the following:G281-0810-02, October 200310-16 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNRTNG.FMDesigning ProCenter Suite Call ProcessingAbout Call Types●●To use the skill score less often, ensure your contacts are likely to have differentpriorities. For example, you might use a wide range of initial priorities, and increasepriority by different amounts in each step.To use the skill score more often, ensure your contacts are likely to have the samepriority, by using very few priority levels. For example, you might use only threedifferent initial priorities, and rarely increase priority in your call steps.10.4.2 About Overriding Global SettingsYou can override the following global settings with specific settings for each call type:The importance of the Queue Time criterion in the skill scoreThis global setting determines the effect of queue time on the skill-score calculations for all calltypes. You can override the global setting to change the importance of the Queue Time criterionfor a specific call type. For more information on how the Queue Time criterion affects the skillscore, see Section 9.3.3, “Configuring the Queue Time Criterion”, on page 9-7.You can increase the importance of the Queue Time criterion for a call type, if it is moreimportant that this call type is:●●Routed more quickly than other call typesRouted quickly to an available agent who meets the minimum requirements of the call,rather than routed to the best possible agent to handle the callConversely, you can decrease the importance of the Queue Time criterion for a call type, if itis important that this call type is:●●Routed less quickly than other call typesRouted to the best possible agent to handle the contact, rather than routed quickly to anavailable agent who meets the minimum requirementsFor example, suppose the Domestic Stocks and Mutual Fund call types have identical callsteps, but the Domestic Stocks call type has a lower importance setting for the Queue Timecriterion. If the two call types are routed at the same time, and an agent becomes available whois equally qualified for both contacts, the Mutual Fund contact is assigned first.The service level intervalThe service level interval is the time in which your site should be able to handle a contact. Thisvalue is used to calculate the service level. If you have a service level target for the call typethat is different from the global setting, set a service level interval for a specific call type. Theglobal setting for the service level is described in Section 9.4, “About the Global Service LevelInterval”, on page 9-9.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 10-17

MAGNRTNG.FMDesigning ProCenter Suite Call ProcessingAbout Call TypesNur für den internen GebrauchThe time-out extensionYou can specify a time-out destination for a call type that is different from the global setting,such as a PhoneMail system, or an ACD queue for non-ProCenter Suite agents.The global setting for the time-out extension is described in Section 9.5, “About Global Time-Out Options”, on page 9-9.10.4.3 Setting Performance Routing for Call TypesWhen you select Performance Routing for a call type, the step time of any contact of that calltype is reduced when the selected target performance statistic is broken.The Performance Routing calculation is as follows:target performance statisticcurrent call performance statistic xcurrent step time = new step timeThe target performance statistics are:●●●●●Number of calls in queueAverage wait timeEstimated wait timeService levelEstimated service levelAs an example, if you select the ‘Number of calls in queue’ target performance statistic andenter a target level of two, the threshold of contacts in queue is not considered to be brokenuntil there are more than two contacts in queue for the call type. When there are two contactsin queue, the third contact that arrives is considered to have broken the threshold.In this example, if the first step in the call type of the contact that broke the threshold is set to60 seconds, then the calculation of the reduced step time is as follows:23x 60 seconds = 40 secondsWhen the step time for a contact is reduced according to the current performance statistic andthe specified target, the Routing Server will not move the contact ahead of other contactsassociated with the same call type. If a contact has its step time reduced to the point where itwould proceed to the next step before another contact already queued in the same step of thecall type, the Routing Server adjusts the new step time of the contact. The contact is placeddirectly after the newest contact in the queue of the same call type.A minimum step time must be imposed so that the step time can only be reduced a certainamount before no further adjustment is possible. The minimum step time is one tenth of theoriginal step time. The calculation is as follows:G281-0810-02, October 200310-18 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNRTNG.FMDesigning ProCenter Suite Call ProcessingAbout Call Typescurrent step time10= new step timeFor example, assume the current step time is 60 seconds. The minimum step time becomessix seconds. However, after the adjustment in step time, the contact still cannot be placed infront of older contacts in queue. The step time is adjusted again, so that the contact is placeddirectly after the newest contact in the queue.The following sections provide conceptual information about call type options. After you readthe conceptual information, you can create your call types. For instructions on creating your calltypes, see Section 10.7, “Creating Call Types”, on page 10-24.10.4.4 Designing Telephony Call Types>See the following sections for information on designing media call types:● Email—Section B.4.8, “Designing Email Call Types”, on page B-19● Chat—Section C.6.4, “Designing Chat Call Types”, on page C-10You must design the requirements for each call type. You must define the following options fora call type:●●The call steps, which describe the changing requirements of calls, as they wait in queueSettings that can override the following global settings:– The importance of queue time in the skill-score calculation– The time-out extension●The service level interval>If you choose to generate a callback, you must associate a callback call type withthis callback.If you are using the Networked Call Center feature, you must also make the following decisionsfor each call type:●●●Whether you want the call type to participate in the networked call centerWhether to include the call type’s performance in the calculation of site performancestatisticsWhether to override the global setting for the minimum eligible agents criterionIf you are using the Performance Routing feature, you must enable Performance Routing for thecall type and select the target performance statistic.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 10-19

MAGNRTNG.FMDesigning ProCenter Suite Call ProcessingProcedure: Documenting Telephony Call TypesNur für den internen Gebrauch10.4.5 Designing Callback Call TypesYou must design the requirements for each call type. You must define the following options fora call type:●●●●The call steps, which describe the changing requirements of callbacks, as they wait inqueueThe importance of queue time in the skill-score calculationThe service level intervalThe maximum retry attemptsIf you are using the Performance Routing feature, you must enable Performance Routing for thecall type and select the target performance statistic.10.5 Procedure: Documenting Telephony Call TypesDocument each call type you listed when designing your IVR processing and basic callprocessing. For each call type:1. Create a name for the ideal call requirements or skill in the first step of the call type.2. Decide if you want to override the global setting for the time-out extension and service levelinterval. If you do:a) Plan the time-out option for the call type by specifying a dialable number. See Section9.5, “About Global Time-Out Options”, on page 9-9, for more information on thepossible time-out options.b) Specify the service level interval for the call type. See Section 9.4, “About the GlobalService Level Interval”, on page 9-9, for more information about service level intervals.3. Decide if you want to override the global setting for the importance of the Queue Timecriterion (used in the skill score). If you decide to override it, record the importance ofqueue time for the call type. See the decision recorded for the global setting. See Section10.4.2, “About Overriding Global Settings”, on page 10-17, for information to help youmake this decision.4. Leave the call steps empty for now.See the instructions in Section 12.2, “Procedure: Designing Call Steps in RésuméRouting”,on page 12-2, to design call steps for RésuméRouting.See the instructions in Section 13.2.2, “Procedure: Defining Call Requirements for YourCall Steps”, on page 13-12, to design the call requirements for each call step inRésuméRouting Advanced.G281-0810-02, October 200310-20 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNRTNG.FMDesigning ProCenter Suite Call ProcessingProcedure: Documenting Telephony Call Types5. Decide on the target performance statistic and its value, if you are using the PerformanceRouting feature. For more information, see Section 10.4.3, “Setting Performance Routingfor Call Types”, on page 10-18.6. Decide on the following, if you are using the Networked Call Center feature:a) If you want the call type to participate in the networked call center.b) If you want to include the call type’s performance in the calculation of site performancestatistics.Record the names of the participating call types, and indicate whether you areincluding each call type in the calculation of site performance statistics. You candistribute your list of participating call types to other networked sites, to be used in acollaborative effort to coordinate the names of the call types (that is, the namingconventions used) whose calls can be serviced across different sites. Each call typename must be identical in the database of each site that wants to share in theacceptance and distribution of calls of the same call type.c) If you want to override the global setting for the minimum eligible agents criterion. Ifyou do, record the value you want to use for this call type.Our sample company, YourCompany, has designed the following call type, which overrides theglobal settings for time-out extension, service level interval, and the importance of the QueueTime criterion. The Domestic Stocks call type is fairly specialized, so it is important that a goodskills-match is found, or, if the call times out, that it is routed to a time-out extension thatspecifically handles Domestic Stocks calls.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 10-21

MAGNRTNG.FMDesigning ProCenter Suite Call ProcessingProcedure: Documenting Telephony Call TypesNur für den internen GebrauchCall Type NameCall Type DescriptionScript URL (optional)Domestic StocksstocksTo override the global settings for the service level interval and the time-out extension,record a specific setting for the following:Time-out Extension 1234Service Level Interval 300To override the global setting for theimportance of the Queue Time criterion:Place an X on the scale to represent theimportance of the Queue Time criterion for thiscall type—in other words, how important is it toroute this call type more quickly than other calltypes.Queue TimeLeast Important.............Most Important|......|......|......|......|......|..x..|......|......|StepNumberTable 10-8Step TimePriorityIncrement1 10 5 Skill Description:Skill NameIDEAL _DOM_STCKSStepNumberStep TimePriorityIncrement2 15 5 Skill Description:Skill NameMED_DOM_STCKSStep Step TimeNumberPriorityIncrement3 25 5 Skill Description:Skill NameLOW _DOM_STCKSAdvanced knowledge of domestic stocks, with morethan five years work experience.Intermediate knowledge of domestic stocks, withthree to five years work experience.Basic knowledge of stocks, with one to three yearswork experience.YourCompany’s Telephony Call Type Example for RésuméRouting AdvancedG281-0810-02, October 200310-22 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNRTNG.FMDesigning ProCenter Suite Call ProcessingProcedure: Documenting Telephony Call TypesYourCompany is using the Networked Call Center feature, and indicates that it wants theDomestic Stocks call type to participate in the networked call center and to be included in thecalculation of site statistics. YourCompany also wants to override the global setting for theminimum eligible agents criterion.Networked Call Center onlyRecord your choice for the following options.Table 10-9Participate in Networked Call Center: Yes / NoInclude in Site Statistics Calculation: Yes / NoTo override the global setting for the minimum eligible agents criterion, record a specificsetting.Minimum Eligible 3AgentsYourCompany’s Telephony Call Type Example for RésuméRouting Advanced10.5.1 Documenting Callback Call TypesFor each call type you created, record the name of the call type. For each call type:1. Create a name for the ideal call requirements or skill in the first step of the call type.2. Decide if you want to override the general setting for the service level interval. Specify theservice level interval for the call type. See Section 9.4, “About the Global Service LevelInterval”, on page 9-9, for more information about service level intervals.3. Decide if you want to override the global setting for the importance of the Queue Timecriterion (used in the skill score). If you decide to override it, record the importance ofqueue time for the call type. See Section 10.4.2, “About Overriding Global Settings”, onpage 10-17, for information to help you make this decision.4. Determine the number of retry attempts for the callback.5. Leave the call steps empty for now.See the instructions in Section 12.2, “Procedure: Designing Call Steps in RésuméRouting”,on page 12-2, to design call steps for RésuméRouting.See the instructions in Section 13.2.2, “Procedure: Defining Call Requirements for YourCall Steps”, on page 13-12, to design the call requirements for each call step inRésuméRouting Advanced.6. Decide on the target performance statistic and its value, if you are using the PerformanceRouting feature. For more information, see Section 10.4.3, “Setting Performance Routingfor Call Types”, on page 10-18.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 10-23

MAGNRTNG.FMDesigning ProCenter Suite Call ProcessingCall Type Options for a Networked Call Center (telephony only)Nur für den internen Gebrauch10.6 Call Type Options for a Networked Call Center (telephony only)If you are using the Networked Call Center feature, you can set the following options for eachcall type you are configuring:Participate in Networked Call CenterUse this option to specify whether your site can accept calls of this call type from, and distributecalls of this call type to, other participating sites.Include in Site Statistics CalculationUse this option to specify whether the performance statistics for this call type are included inthe calculation of site performance statistics. The application uses the site performancestatistics to determine whether a call that requires networked routing is distributed from a site,and if so, to determine which site will handle the call.Override Acceptance SettingsUse this option to override the global setting for the minimum eligible agents criterion for thiscall type. The value you specify for the call type is the minimum number of agents who must belogged on and must be eligible for any of the steps of the call type, before your site accepts callsof this call type from other sites. For example, you might want to specify a higher value for thiscall type if your site receives many calls of this call type. For more information on theacceptance settings, see Section 5.6, “About the Conditions for Accepting a Call”, on page5-10.10.7 Creating Call TypesIn Section 10.5, “Procedure: Documenting Telephony Call Types”, you documented yourtelephony call type information for either RésuméRouting or RésuméRouting Advanced. Usethis information to create the call types in the Administration Database.Use the information provided in the following sections to create your callback, chat and emailcall types:● Section 10.5.1, “Documenting Callback Call Types”, on page 10-23● Section C.6.5, “Procedure: Documenting Chat Call Types”, on page C-11● Section B.4.9, “Procedure: Documenting Email Call Types”, on page B-21For instructions on creating call types, see the Administrator Help.For more information on default routing, see Section 10.3.4, “About the Default RoutingSystem”, on page 10-11.Ensure that you use the relevant task list from Chapter 7, “The Configuration Process”, todetermine when you should perform these tasks.G281-0810-02, October 200310-24 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNRTNG.FMDesigning ProCenter Suite Call ProcessingAbout Aggregates10.8 About AggregatesAn aggregate is a logical grouping of call types and/or ACD groups that agents can use to viewcall center performance in a generalized manner. Supervisors can use aggregates to view callcenter performance in real-time. You can monitor this information for groupings of similarlyrouted contacts, even if different skills are used. For example, all language call types can beincluded in an aggregate named ‘Languages’. You can:●●Determine which agents can monitor an aggregateView or modify the properties of agents who can monitor an aggregateFor information on how agents monitor an aggregate, see the HiPath ProCenter Desktop UserGuide.10.8.1 Creating AggregatesDetermine which call types and ACD groups belong in each aggregate. After you havedetermined which call types and ACD groups belong in each aggregate, use the AggregateProperties dialog box to create these aggregates.For instructions, see the Administrator Help.Ensure that you use the relevant task list from Chapter 7, “The Configuration Process”, todetermine when you should perform this task.You may be prompted to select an icon. If so, click one, and then click Finish.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 10-25

MAGNRTNG.FMDesigning ProCenter Suite Call ProcessingAbout AggregatesNur für den internen GebrauchG281-0810-02, October 200310-26 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGddr.fmConfiguring Business Rules RoutingBusiness Rules Routing Overview11 Configuring Business Rules RoutingThis chapter describes the following:●●●●●●Overview of Business Rules RoutingCreation of default routing flow diagramCreation of routing sub-flow diagramsElements of a routing flow diagramSQL knowledgeUse of Business Rules Routing schedules>You can only select one routing method for your call center at a time—the Routingtable or Custom routing. If you select the Routing table method, you can routetelephony calls using one of the following:●●Routing information in the routing entry itselfRouting information in the Business Rules Routing flow diagramsFor more information, see:●●Chapter 9, “Making Contact Matching Decisions”Chapter 10, “Designing ProCenter Suite Call Processing”For more information on custom routing functions, see the HiPath ProCenterProgramming Guide11.1 Business Rules Routing OverviewBusiness Rules Routing provides you with a flexible method of determining how incoming callsare processed and assigned to agents.If you select the Business Rules Routing option in the telephony routing table, the call is routedusing the result call type in the default flow diagram and related sub-flow diagrams.For more information on telephony routing entry properties, see Section 10.2.1, “DesigningProCenter Suite Basic Call Processing”, on page 10-4.Flow diagrams route the call based upon the configured business rules criteria. Also, BusinessRules Routing provides the option of appending call data from the ODBC data source, CallDirector, or an IVR to the call, while the call is being processed through the flow diagram.You can use the following information to create your routing flow diagrams:G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 11-1

MAGddr.fmConfiguring Business Rules RoutingThe Default Routing Flow DiagramNur für den internen Gebrauch●●●●●Call dataCall informationPerformance statisticsDatabase queriesBusiness Rules Routing schedule informationThis information can come from previously existing HiPath ProCenter sources, or external datasources.11.2 The Default Routing Flow DiagramThe Routing Flow Properties dialog box displays a default routing flow diagram, shown inFigure 11-1. The flow diagram is a visual representation of how an incoming call is processed.You can add and modify nodes within the diagram, but you cannot delete the default routingflow diagram. The Routing Server always executes the default flow diagram first.Figure 11-1Default Routing Flow DiagramG281-0810-02, October 200311-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGddr.fmConfiguring Business Rules RoutingNodesYou can do the following in the routing flow diagram work area:●●●Add, delete, and edit nodesModify links between nodesLink to sub-flow diagrams11.2.1 The Routing Sub-Flow DiagramsAny other routing flow diagrams that you create are considered ‘sub-flows’ to the main, defaultflow diagram. Typically, you create links in the default flow diagram that connect to the sub-flowdiagrams.You must create these sub-flow diagrams before you can link to them from the default routingflow diagram.See the following sections for a description of each node.11.3 NodesWithin the default routing flow diagram and the routing sub-flow diagrams, the node types are:●●●●●Decision node—evaluate call data, call information, performance information, or scheduleinformation, to determine how to route the data.Link node—select an existing routing sub-flow diagram to which your current routing flowdiagram will link, providing that you have already created your sub-flow diagrams.Result node—determine which call type to assign to a call after the call is routed throughthe routing flow diagram.Update node—determine which call data to update, as the call is routed through the routingflow diagram.ODBC node—select and configure data source options, including SQL statements.ODBC nodes are optional, if you want to append call data from an ODBC data source.11.3.1 Decision NodeA Decision node determines how to route an incoming call. Your Decision nodes must be asconcise as possible, so that calls are routed correctly. To make your Decision nodes as conciseas possible, you must ensure that your selected criteria are as accurate as possible.●Call Data—To ensure that calls are processed correctly, the call data key and value shouldcontain the exact call data key that you want to locate.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 11-3

MAGddr.fmConfiguring Business Rules RoutingNodesNur für den internen Gebrauch●●Performance Data—Be aware of call center performance, and determine the scenariosthat can occur.Schedule—Be aware of when the call center receives the greatest number of telephonycalls.Figure 11-2Decision Node Properties dialog box with Call Information selectedYou can use one of the following criteria to configure a Decision node:●●●Call data—calls are routed according to the key and value of the call. The key and valuemust exist within the current call data, which is set to ensure proper evaluation of the datawhen the call is processed using the No link of the routing flow diagram.Call information—calls are routed according to their Destination, Origin, or Queue.Performance data—calls are routed according to one of the following statistics for thespecified call type:– Abandon Rate– Average Wait Time– Calls in Queue– Estimated Service Level– Estimated Wait TimeG281-0810-02, October 200311-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGddr.fmConfiguring Business Rules RoutingNodes– Oldest Call– Service Level●Schedule—calls are routed according to the time periods configured in the Business RulesRouting schedule.11.3.1.1 Creating a Business Rules Routing ScheduleYou can select a Business Rules Routing schedule as a criterion in your Decision node. If a callarrives during the time indicated in the selected schedule, it is routed through the Yes link ofthe routing flow diagram.If a call arrives outside the time indicated in the selected schedule, it is routed through the Nolink of the routing flow diagram.You can also set restrictions for selected dates in the Business Rules Routing schedule.Determine how your call center uses particular Business Rules Routing schedules. After youhave determined the schedules and date restrictions, use the Business Rules RoutingSchedule dialog box to create the schedules.For instructions, see the Administrator Help.11.3.2 Link NodeA Link node determines the existing routing sub-flow diagram to which the current routing flowdiagram will link.Figure 11-3Link Node Properties dialog boxG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 11-5

MAGddr.fmConfiguring Business Rules RoutingNodesNur für den internen GebrauchA routing flow diagram must end with either a Link node or a Result node.You cannot add a Link node if you have not previously configured routing sub-flow diagrams.11.3.3 Result NodeA Result node determines the following:●●●●The assigned call typeThe initial priority of the callThe call captionThe reserved agent (optional), and the amount of time to reserve the call for that agentFigure 11-4Result Node Properties dialog boxA routing flow diagram must end with either a Link node or a Result node.>If you find that the decisions you want to use do not result in the call being routed toan existing call type, you must create new call types that fit into the Business RulesRouting flow.11.3.4 Update NodeAn Update node determines:●●Which call data to update or append in the call.Which Dynamic Data Exchange information to update in the call.G281-0810-02, October 200311-6 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGddr.fmConfiguring Business Rules RoutingNodesFigure 11-5Update Node Properties dialog box11.3.5 ODBC NodeAn ODBC node determines which data to extract from the selected data source. You only usean ODBC node if you want to process calls using data source information.Before creating an ODBC node, you must first configure the ODBC data sources on the HiPathProCenter Server machine that you want to use. For more information, see your data sourcedocumentation.7Any ODBC nodes that you create will not work correctly if there are errors in yourODBC data source or the SQL statement.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 11-7

MAGddr.fmConfiguring Business Rules RoutingNodesNur für den internen GebrauchFigure 11-6ODBC Node Properties dialog boxIn an ODBC node, you must enter the following:●●●●Data source nameUser ID (if required by the data source)Password (if required by the data source)SQL statement>You can only enter one statement in the SQL Statement field. If you want to usemore than one SQL statement in your flow diagram, you must add anotherODBC node.●Call data keys, and their corresponding functions and parameters7You require SQL knowledge to create routing flow diagrams that include datasource information.Make note of the speed of your database connection. A slow database connection will affectcall center performance.G281-0810-02, October 200311-8 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGddr.fmConfiguring Business Rules RoutingNodes11.3.5.1 SQLSQL statements are required when you create an ODBC node. Information is retrieved from thedata source using SQL, either in XML or pure text format. You can use the variables createdwithin the data source when creating your SQL statements.For detailed information on how to use SQL, refer to your SQL documentation.You must have a good knowledge of SQL to create an ODBC node.SQL StatementYou use the key word “AS” in the SQL statement to assign a field name to a variable name. Youcan use existing call data in the WHERE clause of the statement. You can use the ~key (tilde)to indicate that this call data must be replaced with existing call data of the call that matchesthe specified key.For example,SELECT Order_Number AS Current_Order_Number FROM Orders WHERECustomer_ID =~Current_Customer_ID~This example assumes that you have call data where the key is set to Current_Customer_ID.The value is populated dynamically through the life of the call.The query result value is assigned to the Current_Order_Number variable. This is a new recordin the call data, with a key equal to the value that you specify in the Call Data Key column.>You can use ANI and DNIS as SQL variables. These variables are populated withthe actual values from the switch or from the enqueue request. However, if ANI andDNIS variables are found in the call data, they will override the ANI and DNISvariables in the SQL statement.SQL TableYou can enter the variable name directly into the to Call Data Key column. Use the Functionand Parameter columns in the SQL table to determine how to use the data gathered from theSQL statement to further process the call.Following are descriptions of each function:●●●●●Value—A variable entered in the SQL statement area.Substring—Same as Value, with a string appended to the end of the value. This extractsthe specified number of characters from the parameter.Rightstring—Same as Value, with a string appended to the end of the value. This extractsthe last specified characters of the parameter.Combine—Same as Value, combined with a variable.Tag—Same as Value, with the name of an XML tag appended to the parameter.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 11-9

MAGddr.fmConfiguring Business Rules RoutingLinks Between Nodes in a Routing Flow DiagramNur für den internen GebrauchCombining two of the above functions in the SQL table (for example, SubString(Combine(A,B))is not supported.Table 11-1 provides examples of how to enter information in the SQL table using the Value,Substring, Rightstring, and Combine functions.Call Data Key Function Parameters Resultcurrent order 1 Value Current_Order_Number D65757current order 2 Substring Current_Order_Number,1,3 D65–characters 1-3 wereextracted from the parameter.current order 3 Rightstring Current_Order_Number,2 57–the last two characters wereextracted from the parameter.current order 4 Combine Current_Order_Number,“-56”Table 11-1Table 11-2 provides an example for the Tag function, since searching for an XML tag is not validin the Current_Order_Number example used in Table 11-1.The call data configured in the SQL table is added to the existing call data. If the current calldata key already exists, the value is replaced with the value from the SQL table.11.4 Links Between Nodes in a Routing Flow DiagramHow you create links within a routing flow diagram determines the call type assigned to theincoming call.Each node can have the following number of links:D65757-56–combination of thetwo parametersSQL Table Entry for Value, Substring, Rightstring, and Combine FunctionsCall Data Key Function Parameters Resultjohn smith Tag Customer_Name,3Table 11-2SQL Table Entry for Tag FunctionjsmithjsmithjsmithThe third instance of jsmith is extracted fromXML.●Decision node—multiple incoming links, and two outgoing links. Each outgoing link musthave one of the following link labels:– Yes—calls that match the criteria in the Decision node are processed using the nodesthat follow the Yes link.G281-0810-02, October 200311-10 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGddr.fmConfiguring Business Rules RoutingBusiness Rules Routing Example– No—calls that do not match the criteria in the Decision node are processed using thenodes that follow the No link.●●●●Link node—multiple incoming links and no outgoing links.Result node—multiple incoming links and no outgoing links.Update node—multiple incoming links and one outgoing link.ODBC node—multiple incoming links and one outgoing link.11.4.1 Link Label Dialog BoxA Link Label dialog box determines how to route a call through the routing flow diagram. TheLink Label dialog box is displayed when you create a link between a Decision node andanother node. You must select either the Yes label or the No label for the link.Figure 11-7Link Label dialog boxIf you modify the label for one link, the label of the second outgoing Decision node link isautomatically updated.11.5 Business Rules Routing ExampleScenarioDetermine that if a call meets the 416, 905, or 519 area node criteria, it is updated with therelevant call data, and processed using the SQL statement in the ODBC node. Then, the callis routed according to the schedule in the sub-flow diagram, and assigned the relevant call type.Before you create these diagrams, you must create:●●●●A call type named Product, which should allow a variety of agents to answer the call, ifthere are more than forty calls in queue.A call type named Sales, which should allow only agents who are familiar with sales callsto answer the call.A call type named General, which may reroute calls to a time-out call type.A Business Rules Routing schedule named Open Hours, that has 9–5, Monday to Friday,defined as Open.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 11-11

MAGddr.fmConfiguring Business Rules RoutingBusiness Rules Routing ExampleNur für den internen GebrauchIn this example, we are going to create two routing flow diagrams:●●Check Schedule—sub-flow diagram that routes the call based on the open hours in theschedule.Area Code Routing—default flow diagram that determines if the call originated from the416, 905, or 519 area code, before being routed according to the schedule in the CheckSchedule sub-flow diagram.You must create the Check Schedule Flow before the Area Code Routing Flow, so that you cancreate a Check Schedule link in the Area Code Routing flow diagram.Check Schedule Flow diagram\Figure 11-8Check Schedule Flow diagramYou create this flow diagram by doing the following:1. Create a Decision Node, and select the Schedule option.2. Select the Open Hours schedule. Name this node Check Schedule.3. Create a second Decision Node, and select the Performance option.4. Select Calls in Queue as the performance criterion.G281-0810-02, October 200311-12 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGddr.fmConfiguring Business Rules RoutingBusiness Rules Routing Example5. Select equals as the operator, and 40 as the Value.6. Select Sales as the call type. Name this node Call in Queue.7. Create three Result nodes:●●●Name the first node Assign Product call type–select Product call type.Name the second node Assign Sales call type–select Sales call type.Name the third node Assign General call type–select General call type.8. Link the nodes in the following way:●●●●●Link Start to the Check Schedule Decision node.Link the Check Schedule Decision node to the Call in Queue Decision node, andselect the Yes option in the Link Label dialog box.Link the Check Schedule Decision node to the Assign to Product call type Resultnode, and select the No option in the Link Label dialog box.Link the Call in Queue Decision node to the Assign General call type Result node,and select the Yes option in the Link Label dialog box.Link the Call in Queue Decision node to the Assign Sales call type Result node, andselect No in the Link Label dialog box.9. Save the flow diagram.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 11-13

MAGddr.fmConfiguring Business Rules RoutingBusiness Rules Routing ExampleNur für den internen GebrauchArea Code Routing Default Flow diagramFigure 11-9Area Code Routing Default Flow diagramYou create this flow diagram by doing the following:1. Create three Decision Nodes:●●●First node—Select the Call Information option, select Origin as the call information,and type 416* as the value. Name the node 416 Decision.Second node—Select the Call Information option, select Origin as the callinformation, and type 905* as the value. Name the node 905 Decision.Third node—Select the Call Information option, select Origin as the call information,and type 519* as the value. Name the node 519 Decision.2. Create three Update Nodes:●First node—Click the Call Data tab, type userareacode as the call data key, and type416 as the value. Name the node Update 416.G281-0810-02, October 200311-14 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGddr.fmConfiguring Business Rules RoutingProcedure: Documenting Business Rules Routing●●Second node—Click the Call Data tab, type userareacode as the call data key, andtype 905 as the value. Name the node Update 905.Third node—Click the Call Data tab, type userareacode as the call data key, andtype 519 as the value. Name the node Update 519.3. Create an ODBC Node:a) Select your ODBC data source.b) Type the following SQL statement:Select BestSellingItemGroup as returnedBestSellingItemGroupfrom CustomerSalesTrendTable where AreaCode = ~userareacode~c) In the SQL table, type PopularItemGroup in the Call Data Key cell, select VALUEin the corresponding Function cell, and type returnedBestSellingItemGroup inthe corresponding Parameters cell.d) Name the node Best Selling Item.4. Create a Link Node. Select the Open Hours schedule. Name the node Check Schedule.5. Link the nodes in the following way:●●●●●●●●Link the 416 Decision node to the Update 416 Update node, and select the Yes linkin the Link Label dialog box.Link the 416 Decision node to the 905 Decision node, and select the No Link in theLink Label dialog box.Link the 905 Decision node to the Update 905 Update node, and select the Yes linkin the Link Label dialog box.Link the 905 Decision node to the 519 Decision node, and select the No link in theLink Label dialog box.Link the 519 Decision node to the Update 519 Update node, and select the Yes linkin the Link Label dialog box.Link the 519 Decision node to the Check Schedule Link node.Link each Update node to the Best Selling Item ODBC node.Link the Best Selling Item ODBC node to the Check Schedule Link node.11.6 Procedure: Documenting Business Rules RoutingUse the following procedure to document your Business Rules Routing:G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 11-15

MAGddr.fmConfiguring Business Rules RoutingProcedure: Documenting Business Rules RoutingNur für den internen Gebrauch1. See Section 11.5, “Business Rules Routing Example”, on page 11-11, for simple examplesof how to create flow diagrams.2. As noted in the example, you may have to create new call types and Business RulesRouting schedules to ensure that your criteria are met.3. Determine which nodes are required for your default flow diagram and your sub-flowdiagrams. Use the sub-sections of Section 11.3 to determine which information you mustenter for each type of node.4. Create your sub-flow diagrams.5. Create your default routing diagram.G281-0810-02, October 200311-16 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCSRTG.FMDesigning Call Steps for RésuméRoutingAbout Skills in RésuméRouting12 Designing Call Steps for RésuméRoutingThis chapter describes how to design the call steps in your call types. Before designing the callsteps, you must identify the skills that your customers require and that your agents use tohandle contacts. Skills are areas of knowledge or proficiency that describe the requirements ofcustomers and the qualifications of agents. To plan and configure your skills:●●Read Section 12.1, “About Skills in RésuméRouting”, to understand how RésuméRoutinguses skills and how you should define your skills and your agent’s preference levels.Complete the design of your call types, by determining the skills that should be required ineach step. For step-by-step instructions, see Section 12.2, “Procedure: Designing CallSteps in RésuméRouting”, on page 12-2.12.1 About Skills in RésuméRoutingIn RésuméRouting, skills are used to group agents who are qualified to handle a contact duringa specific time in queue. For example, when a contact is first enqueued, you might prefer tohave only highly-qualified agents handle the contact. However, as the contact waits in queue,it becomes more important to have an agent answer the contact, even if the agent is lessqualified. The definition of your skills depends on how well you can:●●Identify the types of contacts that your site handlesSpecify which agents should be eligible to handle contacts at different periods of time asthe contacts wait in queueFor example, our sample company, YourCompany Capital Management, has a call type forcustomers who require RSP (Retirement Savings Plan) advice. Each step in this call typespecifies a different skill, which defines the group of agents who are qualified to handle thecontact during the step. Therefore, the first step specifies the skill that is possessed by only thebest agents to handle the contact. Subsequent steps specify skills that are possessed by moreagents, to improve the chance of an available agent being eligible to handle the contact. If thecall type had three call steps, the skills in the steps might represent:●●●An agent with advanced RSP knowledge (ADV_RSP)An agent with intermediate RSP knowledge (MED_RSP)An agent with basic RSP knowledge (BAS_RSP)In this way, you can use skills to define a group of agents who are qualified to handle thecontact at a particular point in time.>Skill names can contain a maximum of 16 alphanumeric characters and cannotinclude spaces, commas, or parentheses.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 12-1

MAGCSRTG.FMDesigning Call Steps for RésuméRoutingProcedure: Designing Call Steps in RésuméRoutingNur für den internen GebrauchIn RésuméRouting, you can assign a preference level to each skill in an agent’s résumé. Agentswith higher preference scores for the required skill will have a better chance of being assignedthe contact. The meaning of “Preference” is flexible. Preference can refer to:●●An agent’s preference for using a particular skillThe supervisor or enterprise manager’s preference for an agent to handle contacts thatrequire a particular skillDecide which meaning of preference you want to use, then be consistent in its use in all skills.You should give most of your agent’s skills preference levels of 1. Give an agent’s skill apreference level above 1 only if you want the agent to have a better chance of handling contactsthat require this skill in the first call step.12.2 Procedure: Designing Call Steps in RésuméRoutingThis section provides step-by-step instructions for designing call steps for your call types.Document the call steps. See Section 10.4.1.1, “Tips for Configuring Your Call Steps”, on page10-13, for guidelines about the skills and values to use in the call steps. Design as many callsteps for your needs by completing the following instructions:1. Record a name for the skill in the Skill Name text box for the call step. The name cancontain a maximum of 16 alphanumeric characters, which must be uppercase, and mustnot contain commas. You might reuse a skill in several call types to meet your customer’sneeds.2. Record the name of each new skill used in your call steps. You can use this as a masterlist of skills.3. Decide the range of values to use for your preference levels for each new skill.4. Using ordinary language, enter a description of the qualifications required to have the skill.For example, a description of the IDEAL _DOM_STCKS skill might be, “Agents withadvanced knowledge of domestic stocks, with more than five years work experience.”5. Enter the step time for the call step. Ensure that the total amount of time in the steps equalsthe time at which you want the contact to time-out.6. Enter the priority increment for the call step.The following are YourCompany’s completed call steps, for the Domestic Stocks call type. Thefirst step contains a skill that few agents have, so YourCompany specified a short step time.This means that the first step is used as the ideal requirements, even though only a few agentsmeet the ideal requirements. The contact moves quickly to the next call step to improve thechance of more agents being eligible for the contact.G281-0810-02, October 200312-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCSRTG.FMDesigning Call Steps for RésuméRoutingCreating SkillsStepNumberStep TimePriorityIncrement1 10 5 Skill Description:Skill NameIDEAL _DOM_STCKSStepNumberStep TimePriorityIncrement2 15 5 Skill Description:Skill NameMED_DOM_STCKSStepNumberStep TimePriorityIncrement3 25 5 Skill Description:Skill NameLOW _DOM_STCKSStepNumberStep TimePriorityIncrement4 75 5 Skill Description:Skill NameBASIC_STCKSAdvanced knowledge of domestic stocks, with morethan five years work experience.Intermediate knowledge of domestic stocks, withthree to five years work experience.Basic knowledge of stocks, with one to three yearswork experience.Basic knowledge of stocks, with up to one year workexperience.Table 12-1YourCompany’s Telephony Call Type Example for RésuméRouting12.3 Creating SkillsCreate the skills in the Administration Database. Ensure that you have no ambiguous orduplicate names.>Skill names cannot include commas, spaces, or parentheses. Skill names cancontain up to 16 alphanumeric characters.For instructions on creating a skill, see the Administrator Help.Ensure that you use the relevant task list from Chapter 7, “The Configuration Process”, todetermine when you should perform this task.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 12-3

MAGCSRTG.FMDesigning Call Steps for RésuméRoutingCreating SkillsNur für den internen GebrauchG281-0810-02, October 200312-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCRTNG.FMDesigning Call Steps for RésuméRouting AdvancedDesigning Skills for RésuméRouting Advanced13 Designing Call Steps for RésuméRoutingAdvanced (Hicom 300 or HiPath 4000 switchesonly)This chapter describes how to design the call steps in your call types for RésuméRoutingAdvanced. To do this, you must identify the skills required by your customers, and use thoseskills to create logical expressions that describe call requirements. This chapter providesinformation on:●●Skills, and provides tips for identifying skillsCall requirements, and shows how a logical expression is used to define call requirementsThis chapter contains sections of conceptual information that are followed by instructions fordesigning the call requirements for your call steps. Use the procedural and conceptualinformation to complete the design of your call types that you started in Chapter 10, “DesigningProCenter Suite Call Processing”. Refer to the conceptual information as you complete theinstructions in this chapter.>See Appendix B, “Configuring Email Functionality”, for information on emailprocessing.See Appendix C, “Configuring Chat Functionality”, for information on chatprocessing.13.1 Designing Skills for RésuméRouting AdvancedThe first step in designing call steps is to identify the skills that your customers require and thatyour agents use to handle contacts. Skills are areas of knowledge or proficiency that describethe requirements of customers and the qualifications of your agents. To plan and configure yourskills:●●Ensure you understand how RésuméRouting Advanced uses skills and how you shoulddefine your skills and skill levels, by referring to advice in Section 13.1.1 to Section 13.1.3on page 13-3.Determine the ideal skills that would be required to handle the contacts. For step-by-stepinstructions, see Section 13.1.4, “Procedure: Documenting Skills for RésuméRoutingAdvanced”, on page 13-4.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 13-1

MAGCRTNG.FMDesigning Call Steps for RésuméRouting Advanced (Hicom 300 or HiPath 4000 switchesDesigning Skills for RésuméRouting Advanced13.1.1 About Skills in RésuméRouting AdvancedIn RésuméRouting Advanced, skills specify areas of knowledge that, in certain combinations,enable agents to handle a certain type of contact. For example, you can create skills torepresent:●●●●●Languages (for example, you might have a SPANISH skill)Areas of knowledge (for example, you might have STOCK_FUNDS or MUTUAL_FUNDSskills)Regions that your agents might represent (for example, you might have MIDWEST orWESTCOAST skills)Customer accounts (for example, you might have a CUSTOMER_A skill)Installed softwareYou can then combine these skills to describe customer requirements. For example, to handlea contact from a personal investor in California, an agent might need to have both theWESTCOAST and MUTUAL_FUNDS skills.Both agent résumés and call requirements use the skills, as follows:●●Agent résumés use skills and skill levels to describe the qualifications of an agentCall requirements use skills and skill levels to determine which agents are eligible to belongto each call requirement’s virtual groupThe more accurately and precisely you define and document skills, the greater your ability torecord accurate résumé and call requirement information. You should have a clear definitionfor each skill, skill level, and preference level for your skills. This helps you to identify youragents’ abilities accurately, and also helps you to use the skills to create logical expressionsfor your call requirements.To define your skills accurately and precisely:●●●Use meaningful skill names (for example, “stocks” instead of “trading”)Avoid contradictory, overlapping, or vague skill areas (for example, avoid using both“Computers” and “Windows95”)Divide larger skill areas into two or three specific skills.For example, YourCompany Capital Management provides investment advice to theircustomers. Instead of creating an umbrella skill for domestic stocks, YourCompanycreated skills for each of the major American stock markets. Customers who need generalstock information can be routed to agents with intermediate skill levels in the NYSE orNASDAQ skills. Customers who need stock information for high-technology companiescan be routed to agents with high skill levels in the NASDAQ skill.G281-0810-02, October 200313-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

MAGCRTNG.FMNur für den internen GebrauchDesigning Call Steps for RésuméRouting Advanced (Hicom 300Designing Skills for RésuméRouting AdvancedSkill names can contain a maximum of 16 alphanumeric characters, which cannot includespaces, commas, or parentheses. Once you decide on the skill names, it is important to clearlydefine what your skill levels represent.13.1.2 About Skill LevelsIn RésuméRouting Advanced, you can use skill levels to record your agents’ level of expertisein a skill more precisely. Skill levels can range from 1 (lowest) to 9 (highest); you do not haveto use this full range for each skill. You might not want to use more than three levels of expertisefor a particular skill; if this is the case, you might use:●●●Two as a low scoreFive as a medium scoreEight as a high scoreYou can leave the unused values for future refinement. If you need more than three levels ofexpertise, you should use 5 as the median value for your levels. You should define what eachskill level means specifically, especially if you offer your agents training courses. Each levelmight refer to a course that an agent has taken, or to results on a specific test.13.1.3 About Preference LevelsIn RésuméRouting Advanced, you can assign a preference level to each skill in an agent’srésumé. Agents with higher preference scores for the required skills (in the first call step) havea better chance of being assigned the contact. The meaning of preference is flexible; it canrefer to:●●An agent’s preference for using a particular skillThe supervisor or enterprise manager’s preference for an agent to handle contacts thatrequire a particular skillDecide which meaning of preference you want to use, then be consistent with its use in all skills.The range of preference levels that you use should start at a value of 1, and increase slowly.You should give most of your agents a high preference level for one for their skills. Give anagent’s skill a preference level greater than 1 only if you want the agent to have a better chancethan other agents, of handling contacts that require this skill in the first call step.Before assigning preference levels to your agents, you should decide on the range ofpreference levels you want to use. This helps you establish a guideline for assigning preferencelevels to your agents.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 13-3

MAGCRTNG.FMDesigning Call Steps for RésuméRouting Advanced (Hicom 300 or HiPath 4000 switchesDesigning Skills for RésuméRouting Advanced13.1.4 Procedure: Documenting Skills for RésuméRouting AdvancedYou should create a master list of skills. At this time, you can also specify the skill levels usedby each skill. The level can be a value from 1 to 9, but you can specify a limited range. Forexample, you could use 2 as a low score, 5 as a medium score, 8 as a high score, and leavethe values in between for future refinement.If you are using RésuméRouting Advanced, complete the following steps to identify the skillsrequired by your customers:1. Identify the ideal skills that an agent should have to handle a contact, for each call type.Record the skill names. For tips to help you identify skills, see Section 13.1, “DesigningSkills for RésuméRouting Advanced”, on page 13-1.>As you record the skills in your call types, make a list of specialized skills that fewagents have and that are required by important contacts. You might want to forbidthese skills in other call types. If you forbid a skill in a generic call type (a call typethat many agents are qualified to handle), then you prevent specialized agents fromanswering these contacts. For more information on forbidding skills, see Section13.2.1.4, “Forbidding a Skill”, on page 13-9.2. Ensure that all the skills you require for your call types are documented. You can thencreate the appropriate skills.3. Define a name for each skill. The name can contain a maximum of 16 alphanumericcharacters, which must be uppercase and cannot contain commas or spaces.4. Decide on the range of values to use for your skill levels.5. Decide whether preference refers to the agent’s preference for using a particular skill, orto a supervisor or enterprise manager’s preference for an agent to handle contacts thatrequire a particular skill.6. Decide on the range of values to use for your preference levels.The following is an example of a telephony call type requirements for RésuméRoutingAdvanced, for the Domestic Stocks call type. This example shows the ideal skills required bythe call type.StepNumberStep TimePriorityIncrement1 List of Skills Required:Call Requirements NameIdeal Dom StcksStock Funds, Blue Chip Stocks, Venture Capital,English, Index Funds, Initial Public OfferingsTable 13-1YourCompany’s Call Type Example for RésuméRouting AdvancedG281-0810-02, October 200313-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

MAGCRTNG.FMNur für den internen GebrauchDesigning Call Steps for RésuméRouting Advanced (Hicom 300Designing Skills for RésuméRouting AdvancedThe following is YourCompany’s completed example for the skills used by the Domestic Stockscall type.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 13-5

MAGCRTNG.FMDesigning Call Steps for RésuméRouting Advanced (Hicom 300 or HiPath 4000 switchesAbout Call RequirementsSkill Name Description Level Range PreferenceRangeSTOCK_FUNDS Stock Funds 2,5,8 1,3,5BLUE_CHIPS Blue Chip Stocks 2,5,8 1,3,5INDEX_FUNDS Index Funds 2,5,8 1,3,5INITIAL_PUB_OFF Initial Public Offerings 2,5,8 1,3,5VENTURE_CAPITAL Venture Capital 2,5,8 1,3,5ENGLISH English 2,5,8 1,3,5Table 13-213.1.5 Creating SkillsYourCompany’s Skills ExampleFor information on creating skills, see Section 12.3, “Creating Skills”, on page 12-3.13.2 About Call RequirementsThis section contains introductory information about call requirements and how they aredefined. Call requirements contain the skills required by a contact, and by a virtual group. InRésuméRouting Advanced, call requirements are used:●●In call steps, to describe the requirements of a contact at a certain point in timeBy virtual groups, to determine which agents have all the skills at the level required by thecall requirementCall requirements can be viewed as:●The skills required by a contactCall types use call requirements in their call steps. At any given time that a contact is inqueue, the call steps determine the current requirements of the contact. The RoutingServer uses the call requirements to:– Check if an agent is eligible for the current call step (that is, if the agent meets the callrequirements of the current call step).>To check if an agent is eligible for the current call step, select the call step rowand right-click. Choose Eligible Agents from the shortcut menu. You canview or modify the properties of these agents.– Calculate the skill score, if there is more than one agent eligible for a contact, or if anagent is eligible for more than one contact. The skill-score calculation compares agentrésumés to the ideal requirements of the contact (that is, the skill score compares therésumé to the call requirements of the first call step).G281-0810-02, October 200313-6 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

MAGCRTNG.FMNur für den internen GebrauchDesigning Call Steps for RésuméRouting Advanced (Hicom 300About Call Requirements●The requirement for an agent to be in a virtual groupAn agent is a member of a virtual group if the agent has all the skills at the level requiredby the call requirements. Using call requirements in this way allows an agent to be in manyvirtual groups—as many as the agent’s skills and skill levels qualify.You can only remove an agent from a virtual group by lowering the skill level for the callrequirement in the agent’s résumé.The call requirements define both the specific requirements of the contact and therequirements of an agent to be in a virtual group.13.2.1 Defining Call RequirementsCall requirements should accomplish several things. They must:●●●●Specify mandatory skillsSpecify the level at which skills are requiredSpecify skills that you do not want the agents to haveAllow flexibility for requiring some, but not necessarily all, skillsTo accomplish these goals, call requirements must be stated in a phrase that:●●●●●Defines a clear relationship among the required skillsHas a designated order for determining which skills are requiredProvides flexibility in requiring groups of skillsPrevents agents who have certain skills from meeting the requirementsSpecifies the required level for each skillThe following sections explain how the ProCenter Suite accomplishes these goals.13.2.1.1 ClarityTo be concise when defining your call requirements, start by listing all the skills you might wantan agent to possess. Keep in mind it is possible to build call requirements so that agents havesome, but not all, of the listed skills. Next, combine skills by using the following logicaloperators:●●Use AND to specify that both skills, on either side of the AND operator, are requiredUse OR to specify that one or both of the skills, on either side of the OR operator, arerequiredSummaryG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 13-7

MAGCRTNG.FMDesigning Call Steps for RésuméRouting Advanced (Hicom 300 or HiPath 4000 switchesAbout Call RequirementsAND and OR are logical operators. Logical operators set the conditions that an agent’s résumémust meet to be eligible for the call requirements. For example, the OR operator specifies thatthe agent must possess at least one of the skills listed on either side of the OR operator.13.2.1.2 OrderTo clarify the order of call requirements, the ProCenter Suite reads the call requirement fromleft to right, and checks if each skill is in the agent's résumé. The ProCenter Suite reads onelogical operator at a time, and determines whether one (if an OR operator is used) or both (ifan AND operator is used) of the skills on each side of the operator are required to be eligibleso far. If the call requirement has only two skills, the ProCenter Suite considers them both atthe same time. For example:RSP,1 OR STOCK_FUNDS,1In this case, as long as an agent has either the RSP or STOCK_FUNDS skill, and a preferencelevel of 1, the agent meets the call requirements. For example, agent Dan Carpenter has theSTOCK_FUNDS skill, but not the RSP skill. Dan meets the call requirements.RSP,1 AND STOCK_FUNDS,1In this case, an agent must have both the RSP and STOCK_FUNDS skills, and a preferencelevel of 1, to meet the call requirements. For example, Dan has only the STOCK_FUNDS skill.Therefore, Dan does not meet the call requirements.For call requirements that use more than two skills, when the ProCenter Suite reads the secondoperator, it checks the following:●●Whether the agent meets the requirements read so farWhether the agent has the skill to the right of the operatorWith the information above, the ProCenter Suite determines whether the agent meets thecondition of the operator.For example:RSP,1 AND STOCK_FUNDS,1 OR INDEX_FUNDS,1In this case, an agent must have either: the RSP and STOCK_FUNDS and a preference levelof 1; or the INDEX_FUNDS skill and a preference level of 1. The ProCenter Suite hasdetermined that Dan does not have the RSP skill, so to meet the call requirement, he must havethe INDEX_FUNDS skill. Dan has the INDEX_FUNDS skill, so he meets the condition of theOR operator. Therefore, Dan meets the call requirements.SummaryThe order in which skills are organized in the call requirements is important. Call requirementsare read one operator at a time, from left to right, and compared to the agent's résumé.G281-0810-02, October 200313-8 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

MAGCRTNG.FMNur für den internen GebrauchDesigning Call Steps for RésuméRouting Advanced (Hicom 300About Call Requirements13.2.1.3 FlexibilityBecause the ProCenter Suite reads call requirements from left to right, you might find it hard toarrange the skills in the exact order that you want the ProCenter Suite to read them. To provideflexibility when arranging skills, you can use parentheses to specify the order in which theProCenter Suite reads the call requirements.Call requirements are normally read from left to right; however, when the ProCenter Suiteencounters a parenthesis, it first reads everything inside the parentheses. The ProCenter Suitetreats the contents of the parentheses as one skill. The operator before the parentheses is thenchecked, and the ProCenter Suite determines whether the agent meets the condition set by theoperator. After the parentheses is considered, the ProCenter Suite continues reading to theright, until the end of the requirement.For example:(RSP,1 AND STOCK_FUNDS,1) OR INDEX_FUNDS,1In this case, the first set of parentheses is not necessary because the ProCenter Suite normallyreads from left to right. If we move the parentheses to the last part of the phrase, the ProCenterSuite reads it differently:RSP,1 AND (STOCK_FUNDS,1 OR INDEX_FUNDS,1)In this case, when the ProCenter Suite starts to read the requirements, it determines that Danneeds to have RSP and some other skills defined in the parentheses. The parenthesis instructsthe ProCenter Suite to check everything inside the parentheses, before checking whether theagent meets the skills required by the AND operator. Dan has INDEX_FUNDS, but not theSTOCK_FUNDS skill, so Dan meets the requirements in the parentheses. Dan must then haveboth RSP, and the requirement inside the parentheses. Since Dan does not have the RSP skill,he does not meet these requirements.SummaryYou can use parentheses to specify the order in which call requirements are read.13.2.1.4 Forbidding a SkillYou can prevent a group of agents from meeting call requirements by forbidding a skill in thecall requirements. If a skill is preceded by a NOT operator in the call requirements, the callrequires agents who do not have the skill. Instead of checking that the agent’s résumé has theskill, the ProCenter Suite checks if the skill is not in the résumé. A skill with a NOT operator infront of it is called a forbidden skill.For example, by forbidding Mandarin-speaking agents from taking contacts that most agentsare qualified to handle, you can keep Mandarin-speaking agents available for contacts thatrequire the MANDARIN skill.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 13-9

MAGCRTNG.FMDesigning Call Steps for RésuméRouting Advanced (Hicom 300 or HiPath 4000 switchesAbout Call RequirementsIn the following example, any agent who does not have the MANDARIN skill, but who has theBLUE_CHIPS skill at level 6 or higher, will meet the following requirements:NOT MANDARIN AND BLUE_CHIPS,6Be careful with your placement of the NOT operator, because using it with an OR operator canmake the call requirements meaningless. For example, any agent who does not have theMANDARIN skill will meet the following requirements:NOT MANDARIN OR BLUE_CHIPS,6By forbidding Mandarin-speaking agents from taking contacts that many agents are qualifiedto handle, you can keep Mandarin-speaking agents available for contacts that require theMANDARIN skill.>You should use the NOT operator to segment the agents used by your call types.For example, YourCompany considers FOREIGN_STOCKS to be a rare skill usedby agents to handle contacts by important investors. To prevent agents whospecialize in foreign investments from handling contacts for domestic investments,YourCompany includes FOREIGN_STOCKS as a forbidden skill in the callrequirements of the Domestic Stocks call type.If a skill is forbidden in the call requirements, it cannot be required by the same callrequirements. In other words, if a NOT operator appears in front of the skill, every instance ofthe skill in the same call requirements must also have the NOT operator in front of it. Forexample, it is impossible to have the following call requirements:NOT FOREIGN_STOCKS AND FOREIGN_STOCKS,6If a skill is forbidden in a set of call requirements and also marked as excluded in an agent'srésumé, the ProCenter Suite treats the agent as though the skill is not in the résumé. Therefore,the agent might meet the call requirements if the agent has the skills required by the rest of thelogical expression. For more information on excluding skills, see Section 14.3.5.1, “ExcludingSkills”, on page 14-6.SummaryIf an agent has a skill forbidden in the current call step, the contact will not beassigned to the agent. However, if the next call step does not forbid the skill, theagent might be eligible for the contact. The skill score takes forbidden skills intoaccount, only if the skills are forbidden in the first call step. The effect of forbiddenskills on the skill-score calculation depends on the importance that you set for theforbidden skills criterion. For more information on the skill score, see Section 9.3.2,“Configuring the Skill-Score Criteria for RésuméRouting Advanced”, on page 9-5.NOT is a logical operator which forbids the use of specific skills. To prevent agents who havea specific skill from meeting the call requirements, you can place a NOT operator in front of theskill name.G281-0810-02, October 200313-10 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

MAGCRTNG.FMNur für den internen GebrauchDesigning Call Steps for RésuméRouting Advanced (Hicom 300About Call Requirements13.2.1.5 Skill LevelsTo define call requirements more precisely, call requirements must specify skill levels. Placethe minimum level required after every skill name, except for forbidden skills. When theProCenter Suite compares an agent’s skill to the required skill, it first checks if the agent hasthe skill, then if the agent meets the minimum level required. The agent must have both the skilland skill level to meet the requirements. For example:RSP,8 AND STOCK_FUNDS,4 OR INDEX_FUNDS,6 AND NOT VENTURE_CAPITALTo see if an agent meets complicated call requirements, go through the comparison process,requirement by requirement. For example, Dan Carpenter only has INDEX_FUNDS, at skilllevel 8. Dan does not have either RSP or STOCK_FUNDS, so he does not meet the conditionof the first AND operator. Yet, he does meet the condition of the OR operator, because hisINDEX_FUNDS skill is at level 8. (Because of the OR operator, Dan does not need to haveeither RSP or STOCK_FUNDS.) For the last AND operator, Dan does not haveVENTURE_CAPITAL. Therefore, Dan meets the requirements for this virtual group.SummaryTo ensure an agent not only has the required skills, but also the skills at a required level, youneed to specify the skill levels in the call requirements. For every skill in the requirements thatis not preceded by a NOT operator, you must specify the minimum skill level required.13.2.1.6 Syntax RulesThe ProCenter Suite needs a consistent format to read the call requirements. A callrequirement’s phrase consists of skill names, skill levels, logical operators (AND, OR, andNOT), and the parentheses. The following is an example of the correct use of all the elementsof the call requirements:(RSP,8 AND STOCK_FUNDS,4) OR (INDEX_FUNDS,6 AND NOT VENTURE_CAPITAL)SummaryThe syntax rules are as follows:●●●●●●For all skills, except those preceded by a NOT operator, the minimum skill level is placedafter the skill name, separated by a comma.There is a space before and after every logical operator.For every open parenthesis, there must be a close parenthesis.An open parenthesis must occur either before a skill name or before a NOT operator.A close parenthesis must occur either after a minimum skill level or after a skill name, ifthat skill name is preceded by a NOT operator.You cannot use a space, parentheses, or commas in the skill names.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 13-11

MAGCRTNG.FMDesigning Call Steps for RésuméRouting Advanced (Hicom 300 or HiPath 4000 switchesAbout Call Requirements13.2.2 Procedure: Defining Call Requirements for Your Call StepsThis section provides step-by-step instructions for defining call requirements for your call steps.For guidelines on adjusting the values in the call steps, see Section 10.4.1.1, “Tips forConfiguring Your Call Steps”, on page 10-13. Complete the following instructions to create callrequirements for each of the call steps:1. Use the List of Skills Required for the first call step to write a logical expression thatdescribes the ideal requirements of the contact.For more detailed instructions on creating call requirements, see Section 13.2.3,“Procedure: Creating a Logical Expression”, on page 13-14. Create a logical expressionfor each set of call requirements for your subsequent call steps. Each logical expressionshould have less-restrictive requirements than the previous step. You can relax the callrequirements in each step by doing any of the following:●●●●Reducing the skill levels requiredReducing the number of skills requiredChanging AND operators to OR operatorsEliminating forbidden skills2. Enter a name for each unique set of call requirements used in your call steps. The namecan contain a maximum of 16 alphanumeric characters. You might reuse a set of callrequirements in several call types, to meet your needs.3. Enter the priority increment and step time as you create the call requirements for eachstep. Ensure the total amount of time in the steps equals the time at which you want thecontact to time-out.The step time for email call steps should be much longer than the step time for>other media type call steps.If a callback is not handled by the end of the last call step, it is deleted from theProCenter system. For more information on callbacks, see Section 2.5.4,“Callback Feature (Advanced Suite)”, on page 2-9.4. Enter a description for each set of call requirements, using ordinary language. Also enterthe logical expression used to define each set of call requirements.The following is a sample of YourCompany’s call steps for the Domestic Stocks call type (usingRésuméRouting Advanced). The first step contains a complex set of call requirements, soYourCompany ensured the step time is short. This means the first step is used as the idealrequirements, even though not many agents meet the ideal requirements. The contact movesquickly to the next call step to improve the chance of more agents being eligible for the contact.G281-0810-02, October 200313-12 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

MAGCRTNG.FMNur für den internen GebrauchDesigning Call Steps for RésuméRouting Advanced (Hicom 300About Call RequirementsStepNumberTable 13-3Step TimePriorityIncrement1 10 5 List of Skills Required:Call Requirements NameIdeal Dom stksDescription (ordinary language):Advanced knowledge of: domesticstock funds, blue chip stocks, indexfunds, and IPOs; EnglishStepNumberStep TimePriorityIncrementStock Funds, Blue Chip Stocks, English, IndexFunds, Initial Public OfferingsLogical Expression:ENGLISH,7 AND STOCK_FUNDS,7 ANDBLUE_CHIPS,7 AND (INDEX_FUNDS,5 ORINITIAL_PUB_OFF,5)2 15 5 List of Skills Required:Stock Funds, Blue Chip Stocks, EnglishCall Requirements NameDom stksDescription (ordinary language):Intermediate knowledge of: stockfunds and blue chip stocks; EnglishStepNumberStep TimePriorityIncrementLogical Expression:ENGLISH,7 AND STOCK_FUNDS,7 ANDBLUE_CHIPS,73 25 5 List of Skills Required:Stock Funds, Blue Chip Stocks, EnglishCall Requirements NameDom stks 3Description (ordinary language):Basic to intermediate knowledge of:stock funds and blue chip stocks;EnglishLogical Expression:ENGLISH,7 AND STOCK_FUNDS,5 ANDBLUE_CHIPS,5YourCompany’s Telephony Call Type Example for RésuméRouting AdvancedG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 13-13

MAGCRTNG.FMDesigning Call Steps for RésuméRouting Advanced (Hicom 300 or HiPath 4000 switchesAbout Call Requirements13.2.3 Procedure: Creating a Logical ExpressionTo create a logical expression that defines call requirements, see Section 13.2.1, “Defining CallRequirements”, on page 13-7, and use the following steps as a guideline:1. List the skills that you want to work with. Keep in mind you can place the same skill in thecall requirements more than once.2. Place an AND or OR operator between the skill names to link them together.3. Place parentheses in the call requirements to modify the order in which the ProCenterSuite reads the requirements.4. Place a NOT operator in front of a skill that you want to forbid in this virtual group—you donot need to specify a skill level for these skills. Ensure every occurrence of the skill in thecall requirements is preceded by a NOT operator.>Be careful when placing a NOT operator in an OR condition. This can happenin either of the following situations:●●The NOT is placed behind the OR operator, for example: “OR NOT”An OR operator is placed behind a forbidden skill, for example:“NOT ENGLISH OR STOCK_FUNDS,5”If you use the NOT operator in an OR condition, depending on the rest of theexpression, any agent who does not have the forbidden skill might still meet thecall requirements. To avoid this problem, ensure you always use the NOToperator in conjunction with the AND operator.5. Place skill levels after skill names (that are not preceded by a NOT operator), to specifythe minimum skill level required.G281-0810-02, October 200313-14 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCAGNT.FMCreating Your AgentsPreparing to Create Your Agents14 Creating Your AgentsThis chapter describes:●●Creating and configuring your agents using the Administrator applicationCreating Call Center Schedules based on the configured agent information14.1 Preparing to Create Your AgentsYou need to create an agent in the Administration Database for every:●●●●Entry Agent—receives calls through the switch, but not the Routing ServerAgent—uses the Agent application to handle contacts at your siteSupervisor—uses the Supervisor application to monitor contact and agent activity at yoursiteEnterprise manager—uses the Enterprise Manager application to monitor theperformance and contact traffic of networked sites (Networked Call Center only)The properties of each agent in the database include the following information:●●●●●●●●●The agent’s user type (Entry Agent, Agent, Supervisor, or Enterprise Manager)The agent’s departmentThe agent’s network and logon informationThe media types the agent can receiveThe agent’s adherence thresholds, so that supervisors and enterprise managers can setthresholds used to monitor an agent’s performanceThe agent’s personal informationThe media specific information for telephony calls and chat requestsThe agent’s résuméThe agent’s permissions, so that the agent can use various ProCenter Suite functionsOnly personnel who are configured as users in the Administration Database can use theProCenter Suite client applications (the IT Monitor application, the Administrator application,the Reporter application, the Simulator application, and the Desktop applications). Therefore,you need to create agents in the database for any personnel who need access to ProCenterSuite components, even if they will not be handling contacts.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 14-1

MAGCAGNT.FMCreating Your AgentsUser TypesNur für den internen Gebrauch>The following sections describe the agent properties, which you must configure so that youragents can use the ProCenter Suite.>14.2 User TypesThe single most important factor in an agent’s record in the database is the agent’s user type.The user type affects the permissions an agent can have, the properties that can be configuredfor the agent, and the role the agent can perform by using the various ProCenter Suitecomponents and features. Agents can have the following user types:Entry AgentYou should create a Entry Agent for each agent who handles calls at your site that comethrough the switch, but not through the Routing Server. These agents cannot use the Desktopapplications.>If you are using the Networked Call Center feature, you must also create agents forpersonnel from other sites who should have access to your site's AdministrationDatabase.You can assign user types only if you are logged on as the Master Administrator.When supervisors or enterprise managers create an agent in the database, the usertype defaults to Agent. For more information on the Master Administrator, seeSection 6.1, “About the Master Administrator”, on page 6-1.You only need to create Entry Agents if you want to track statistics for these agents.If Entry Agents are not entered in the Administration Database, all calls received bythese agents will not be stored in the Reporting Database. The contact records willonly indicate that the contact was sent “outside” the call center.AgentYou should create an agent for each person who handles ProCenter Suite contacts or who usesthe Agent application to handle contacts. Agents can use the Agent application to handlecontacts, perform online telephone functions, and display a summary of current contact queueactivity. Agents cannot use the Agent application to monitor site performance information, andthey cannot have the following permissions:●●●●●●Access System AdministrationBreak Edit LocksAccess IT MonitorReserve CallsChange CallsView Other’s PerformanceG281-0810-02, October 200314-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCAGNT.FMCreating Your AgentsOverview of User Properties●●●●Monitor All AgentsSet ThresholdsLife of Call ReportingEmail MonitoringSupervisorYou should create an agent with the Supervisor user type for each person who needs to usethe Supervisor application to perform administrative functions, such as using the Supervisorapplication to monitor contact and agent activity at your site. You can either enable allsupervisors to monitor all agents, or divide your agents into groups (departments), and enableeach supervisor to monitor a specific department.Supervisors can also use the Supervisor application to handle contacts and monitor currentand historical site performance information. Supervisors can have any or all of the permissionslisted in Section 14.3.7, “Permissions”, on page 14-7.Only Master Administrators can create and edit properties of all of the items in theAdministration Database. However, supervisors with the Edit and Break Edit Lockspermissions can create and edit the properties of certain items in the Administration Database.Therefore, you should give a few of your supervisors the Edit and Break Edit Lockspermissions, and the Routing permission.For more information on the tasks that only the Master Administrator can perform, see Section6.1, “About the Master Administrator”, on page 6-1.Enterprise Manager (Networked Call Center only)If you are using the Networked Call Center feature, you should create an agent with theEnterprise Manager user type for each person who needs to use the Enterprise Managerapplication to monitor the call traffic and performance statistics of participating sites in thenetworked call center. Enterprise managers can perform the same administrative tasks thatsupervisors can perform. Enterprise managers can also have all of the ProCenter SuiteDesktop permissions. Enterprise managers can have any or all of the permissions listed inSection 14.3.7, “Permissions”, on page 14-7.14.3 Overview of User PropertiesThe user properties are divided into the following:GeneralIncludes the agent’s name, the agent’s logon information, user type, media types the agent canhandle, department, Real Time Server setup information, and emergency message recipients.PersonalIncludes the agent’s address, email address, Social Security Number, and other personalinformation that you might want to track.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 14-3

MAGCAGNT.FMCreating Your AgentsOverview of User PropertiesNur für den internen GebrauchMediaIncludes media specific settings for telephony and chat. You can also enter adherencethreshold information on this tab.RésuméIncludes a list of the agent’s skills and the details about each skill. You can also specify thevirtual groups to which the agent belongs.For more information on virtual groups, see Section 13.2, “About Call Requirements”, on page13-6.PermissionsIncludes the settings that the agent uses to log on to the Administrator application and ITMonitor application, and to use various features of the Agent application or Supervisorapplication.MonitoringLists the agents, call types, ACD groups, and aggregates that a supervisor or enterprisemanager can and cannot monitor when using the Desktop applications. Only supervisors orenterprise managers can monitor other agents.Plug-InsLists the plug-ins that the agent can use.For more information on plug-ins, see Section 14.3.10, “Plug-Ins”, on page 14-14.>The Permissions tab and the Monitoring tab are unavailable The following userproperties are unavailable when creating Entry Agents: Permissions, Monitoring,Virtual Groups, Adherence.The following sections describe the agent properties in detail.14.3.1 GeneralGeneral properties are used to identify the agent and set up the agent’s workstation and otherbasic features. The general properties include:●The agent’s identification details. This information includes the agent's name, logon IDnumber, and password.When you enter an agent ID, you must enter an unused range value, that falls within arange previously defined in the switch.●●The agent’s user type.The media types that the agent can handle: telephony, email, chat, and callback. Agentscan handle more than one media type. Determine the media types that each of your agentscan receive.G281-0810-02, October 200314-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCAGNT.FMCreating Your AgentsOverview of User Properties.>Entry Agents will only receive calls (telephony media type) that are routedthrough the switch.●●●The agent’s department, as described in Section 14.4, “Grouping Your Agents intoDepartments”, on page 14-14.The Real Time Server that gathers the current site status information for the agent’sworkstation. For more information, see the HiPath ProCenter Installation Guide.The designated recipients of emergency messages sent by the agent.>The Real Time Server and emergency recipients options are not available when youconfigure information for Entry Agents.14.3.2 PersonalUse the ProCenter Suite to store personal information for an agent. The application uses thisinformation for reference purposes only. You can store the following information for each agent:●●●●●Address and telephone numberEmail addressSocial Security NumberBirth dateMiscellaneous information; for example, employee number, seniority level, or shiftinformation14.3.3 MediaYou can configure media-specific information for agents.Telephony mediaYou can configure the following:●●FlexRouting ACD group–contains the agent’s ID in the switch.User Switch Properties–Agent information that appears on the switch, such as an agentID, ACD group information, the autologon extension, and autowork settings on the switch.Chat mediaYou can configure a custom greeting for an agent, that they can use instead of the default chatgreeting configured in the Language Properties dialog box.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 14-5

MAGCAGNT.FMCreating Your AgentsOverview of User PropertiesNur für den internen GebrauchAdherence thresholds are also configured on this tab. For more information, see Section14.3.9, “Agent’s Adherence Thresholds”, on page 14-13.14.3.4 User Switch PropertiesWhen you create an agent, you must enter a user ID on the General tab that falls within a rangeof values that are configured on your switch. On the Media tab, you can view the agent’sproperties on the switch:●●●●Agent ID—the ID you configured for the agent on the General tab.ACD Group name—the name of the ACD group on the switch to which the agent belongs.ACD Group number—the number of the ACD group on the switch to which the agentbelongs.ACD Group type—the type of ACD group to which the agent belongs.14.3.5 RésuméAn agent’s résumé lists the agent’s skills. Each skill in the résumé specifies:●●●The agent’s skill level for the skill, if you are using RésuméRouting Advanced. TheProCenter Suite uses the agent’s skill level to determine if the agent is eligible for callrequirements, and also to calculate the agent’s skill score for a contact in queue.The agent’s preference level for the skill (RésuméRouting Advanced). The ProCenter Suiteuses the agent’s preference level to calculate the agent’s skill score for a contact in queue.Agents with a higher preference for the skill (or skills) required by a contact have a betterchance of receiving the contact.The exclusion option for the skill. For more information on excluding skills, see the followingsection.For more information on how the ProCenter Suite uses an agent’s résumé in the call matchingprocess, see Section 4.2, “RésuméRouting”, on page 4-4.14.3.5.1 Excluding SkillsYou can exclude a skill in an agent’s résumé to prevent the agent from receiving contacts thatrequire the skill.Excluding Skills in RésuméRoutingTo be eligible for a contact in RésuméRouting, an agent must have the skill required by thecurrent call step. If the agent does not have the required skill, the agent will not be assigned thecontact during the current call step. You can also prevent agents from being eligible for contactsby excluding the skill in an agent's résumé.G281-0810-02, October 200314-6 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCAGNT.FMCreating Your AgentsOverview of User PropertiesYou can exclude an agent’s skill as a temporary measure. For example, agent Patel has theSPANISH skill, but recently, he has had problems handling Spanish contacts. The supervisordecides to exclude agent Patel's SPANISH skill until he completes a refresher course.Excluded skills affect only eligibility; they do not affect the skill-score calculation. Therefore, ifan excluded skill is required by the first call step, but not by subsequent call steps, then an agentwith the excluded skill might be eligible for the contact in subsequent steps. The agent will notbe penalized by the skill-score calculation for having an excluded skill.Excluding Skills in RésuméRouting AdvancedIf an agent’s skill is excluded, the agent does not meet call requirements that require the skill,regardless of whether an AND or OR operator is used in the call requirements. For example, ifthe STOCK_FUNDS skill is excluded in agent Patel's résumé, he does not meet the followingcall requirements:STOCK_FUNDS,3 AND BLUE_CHIPS,8STOCK_FUNDS,3 OR BLUE_CHIPS,8In the preceding example, it does not matter whether agent Patel has the BLUE_CHIPS skill;he does not meet the requirements because his STOCK_FUNDS skill is excluded.However, if the call requirements forbid an excluded skill, the agent is considered as though theagent does not have the skill. For example, agent Patel might meet the following requirements,depending on whether he has the BLUE_CHIPS skill at level 8 or above:NOT STOCK_FUNDS AND BLUE_CHIPS,8Excluding a skill is not the same as forbidding a skill. Excluding a skill prevents a single agentfrom meeting many call requirements. Forbidding a skill in call requirements prevents manyagents from meeting a single set of call requirements. For more information on forbidding a skill,see Section 13.2.1.4, “Forbidding a Skill”, on page 13-9.14.3.6 Agent Virtual GroupsAn agent is assigned to a virtual group if the agent has all the skills at the level required by thecall requirements. Using call requirements in this way allows an agent to be in many virtualgroups—as many as the agent’s skills and skill levels qualify.You can only remove an agent from a virtual group by lowering the skill level for the callrequirement in the agent’s résumé.14.3.7 PermissionsAgents can use specific ProCenter Suite functions if the necessary permissions are selectedin the Administrator application. For each agent, you can set permissions for accessing theAdministrator application, accessing the IT Monitor application, and for using specific featuresin the Agent application and Supervisor application.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 14-7

MAGCAGNT.FMCreating Your AgentsOverview of User PropertiesNur für den internen GebrauchThe following are descriptions of each permission, with some recommendations for their use.Access System AdministrationSupervisors or enterprise managers use this permission to log on to the Administratorapplication. You can also determine the level of access the agent has when using theAdministrator application:NoneThe agent cannot log on to the Administrator application.ViewThe agent can log on to the Administrator application, and view, but not edit, theAdministration Database.EditThe agent can log on to the Administrator application, and view and edit the AdministrationDatabase. However, an agent who has the Edit permission but not the Break Edit Lockspermission (described later) cannot modify the properties of an agent who has both theEdit and Break Edit Locks permissions.For more information on accessing the Administrator application, see Section 6.1.1,“Administration Access Permissions”, on page 6-2.>The Access System Administration permission is given to agents on a per-agentbasis. However, the items that supervisors or enterprise managers can edit, eventhough they might have the Edit permission, is limited. Only the Master Administratorcan create and edit the properties of all the items in the Administration Database.For more information on the tasks that only a Master Administrator can perform, seeSection 6.1, “About the Master Administrator”, on page 6-1.Break Edit LocksSupervisors or enterprise managers use this permission to edit a record in the ProductionDatabase that is currently being edited by another agent. This cancels any unsaved changesmade by the other agent. Without this permission, an agent can only view records that arebeing edited by another agent, but cannot change them.Supervisors or enterprise managers who have the Edit permission can also have the Break EditLocks permission. Only those who have permission to break edit locks can modify theproperties of other agents who have the Break Edit Locks permission.>The Break Edit Locks permission is given to agents on a per-agent basis. However,the items that supervisors or enterprise managers can edit, even though they mighthave the Edit permission, is limited. Only the Master Administrator can create andedit the properties of all the items in the Administration Database. For moreinformation on the tasks that only a Master Administrator can perform, see Section6.1, “About the Master Administrator”, on page 6-1.G281-0810-02, October 200314-8 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCAGNT.FMCreating Your AgentsOverview of User PropertiesWe recommend that you give the Break Edit Locks permission to only a few administrativepersonnel (only one, if possible).Life of Call ReportingAgents use this permission to access the Life of Call utility in the Reporter application. Thisutility displays call-by-call data.Access IT MonitorSupervisors or enterprise managers use this permission to log on to the IT Monitor application.If you have this permission, you can:●Start, stop, and monitor the status of the ProCenter servers (you cannot use the IT Monitorapplication to start the Watchdog Server).If you have the Networked Call Center feature and are using central reporting, you can logon to the site that is managing the Central Reporting Server machine to monitor the CentralAdministration Server and the Central Statistics Server.●●●Monitor error messages that the ProCenter Suite issues.Monitor the disk space used by the ProCenter databases.Monitor the ProCenter heartbeat, and define how each ProCenter server saves diagnosticmessages to its log files. Technical support personnel can then use the log files to trackthe operations of the components to resolve the problems.The following list describes the permissions that agents must have to use various functions inthe Desktop applications.Reserve CallsSupervisors and enterprise managers use this permission to reserve a contact, or to releasecontacts that are reserved. A contact can be reserved for a specific agent for a specifiedamount of time. If the agent does not become available by the end of this time, the contact isrouted based on its call type. If you give the Reserve Calls permission to an agent, you can givethe agent one of two levels of permission: Self, and Everyone. Agents with Self permission canreserve contacts only for themselves. The agent can use Everyone permission to reservecontacts for any agent. Only supervisors or enterprise managers can have the Reserve Callspermission.Requeue CallsAgents, supervisors, or enterprise managers use this permission to transfer a contact that theagent answers to another agent (referred to as a requeue target). The agent can choose therequeue target from a list of requeue targets that you have configured in the switch and createdin the database as switch resources. For information on requeue targets, see Section 18.2.1,“Requeuing Strategy”, on page 18-6.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 14-9

MAGCAGNT.FMCreating Your AgentsOverview of User PropertiesNur für den internen Gebrauch>When the maximum pending time is reached for a chat request, the chat request isplaced back into queue by the Routing Server, into the same place it appearedbefore being assigned to an agent.Change CallsSupervisors and enterprise managers use this permission to change certain properties of acontact in queue. An agent with this permission can change a contact’s priority, caption, calltype, and call data. Only supervisors or enterprise managers can have this permission.Edit MessagesAgents, supervisors, or enterprise managers use this permission to edit the predefinedmessages that an agent can send using the Desktop applications. If an agent has thispermission, the agent can:●●Edit normal or urgent messages, but not the emergency messageChange the status of a message from normal to urgentSet ThresholdsSupervisors and enterprise managers use this permission to set thresholds for call types thatthe agent monitors. For example, a supervisor can use the Supervisor application to notify theagent when the performance statistics of call types break the specified thresholds.View Others’ PerformanceSupervisors and enterprise managers use this permission to view the performance statistics ofagents who the supervisor can monitor, such as:●●●●●The amount of time the agents have spent in the current stateThe number of contacts the agents have handled since logging onThe agents’ utilization ratesThe average amount of time the agents have spent in Talk stateThe average amount of time the agents have spent in Work stateYou can specify the agents who each supervisor or enterprise manager can monitor. For moreinformation on monitoring agents, see Section 14.3.8, “Agent Monitoring”, on page 14-12.Screen PopAgents, supervisors, or enterprise managers use this permission to open a new window on theagent’s workstation when a call is assigned to the agent, while the agent is using the Desktopapplications. The window displays the details of the call, and provides features that the agentcan use to wrap up the call.This permission does not apply to chat requests or email messages.G281-0810-02, October 200314-10 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCAGNT.FMCreating Your AgentsOverview of User PropertiesURL Screen PopAgents use this permission to open a new window on the agent’s workstation when a contactis assigned to the agent, while the agent is using the Agent application or Supervisorapplication. The URL associated with a certain call type is displayed in the window along withother details of the contact. The agent can use the script associated with this URL to assistthem in handling a contact.Preview Callback (Callback feature only)Agents use this permission to preview the callback and decide whether to accept or delete it.Without this permission, the callback is automatically initiated for the agent.Email MonitoringUse this permission to set one of the following options:●Training Mode—Supervisors (or other monitoring agents) can preview an training agent’sreply email message before it is sent.See Section B.4.8.1, “Creating a Training Call Type”, on page B-20 for more information onthe Training Mode.●Silent Monitor—Supervisors (or other monitoring agents) receive an agent’s reply emailmessages before they are sent. Agents are unaware of this monitoring.See Section B.4.8.2, “Creating a Silent Monitor Call Type”, on page B-21 for moreinformation on the Silent Monitor option.The following are explanations of the permissions which configure the autowork feature and theProCenter wrapup features. For more information on using autowork with the ProCenterwrapup features, see Section 16.3.1, “Configuring the Wrapup Features”, on page 16-4.AutoworkThis permission automatically places the agent in Work state when the agent completes acontact. The agent is unavailable to take contacts while in Work state. Therefore, the agent isfree to complete the wrapup activity required at your site. You can also configure the autoworksettings so that:●●The agent changes back to Available state at the end of the time limit specified by theautowork timer. The agent can change their state to Available at any time.The agent must save the information entered with the ProCenter wrapup features beforebecoming available. (The Mandatory Wrapup feature can be overridden by the setting ofthe autowork timer.) If you select this option, you can also configure the autowork settingsso that the agent automatically becomes available when the agent completes the wrapup.NoneThis setting only applies to agents that can handle telephony calls or callbacks. SelectNone to ensure that the agent:●Does not have to enter a mandatory wrapup reasonG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 14-11

MAGCAGNT.FMCreating Your AgentsOverview of User PropertiesNur für den internen Gebrauch●Is not placed automatically into Work state after completing a callIf None is selected, the Autowork Timer field is unavailable.Mandatory WrapupUse this permission to ensure that the agent saves the information entered with theProCenter wrapup features before becoming available. (You can override the MandatoryWrapup feature by setting the autowork timer.) An agent can complete the wrapup only ifthe agent uses the Desktop applications.>If you configure the ProCenter autowork feature for an agent, do not configurethe autowork option for the agent in the switch.If you select this option, you must also configure the wrapup reasons and wrapup fields that willbe available for agents to complete. For more information on wrapup features, see Section16.3, “About the ProCenter Suite Wrapup Features”, on page 16-3.Autowork TimerUse this permission to set the maximum amount of time that the agent can spend in Workstate, when the agent is placed in Work state by the autowork feature. At the end of thistime, the agent becomes available, regardless of whether the agent has completedwrapup.Auto-available After WorkUse this permission to put the agent in Available state automatically, when the agent closesthe Current Call Details window.Agents are always placed into Work state after they disconnect from a callback.14.3.8 Agent MonitoringSupervisors or enterprise managers can use the Supervisor or Enterprise Manager applicationto create views that display the current state of a monitored agent. If the supervisor orenterprise manager has the View Others’ Performance permission, the supervisor can view theperformance statistics and adherence thresholds of monitored agents. Agents can monitor thefollowing if you configure their properties accordingly:●●All agents, call types, ACD groups, and aggregatesA list of agents, call types, ACD groups, and aggregates that you selectIf you use the default setting for agent monitoring, a supervisor or enterprise manager monitorsall other agents (including other supervisors and enterprise managers).>Each supervisor can monitor a maximum of 99 agents.G281-0810-02, October 200314-12 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCAGNT.FMCreating Your AgentsOverview of User Properties14.3.8.1 Email MonitoringSupervisors can monitor the email messages of agents, either for training purposes or qualityassessment. When a new agent is working with email messages, their Supervisor can monitorreply email messages sent by the agent, to ensure that the agent is providing the customer withthe required information the customer. Agents are aware that their reply email messages aresent to their Supervisors before being sent to the customer.With silent monitoring, the Supervisor can monitor the reply email messages of a particularagent, to ensure that the agent is providing the customer with the required information. Agentsare not aware that their reply email messages are sent to their Supervisors before being sentto the customer.14.3.9 Agent’s Adherence ThresholdsThe Supervisor application and Enterprise Manager application compare an agent'sperformance to adherence thresholds that you set in the Administrator application, and displayan alarm if an agent’s performance statistic breaks a threshold. If an agent has the View Other’sPerformance permission, the agent can use the Supervisor application or Enterprise Managerapplication to determine whether a monitored agent has broken a threshold.You can use the Administrator application to set an agent’s adherence thresholds for thefollowing statistics:Maximum Talk TimeThe maximum amount of time that the agent should spend in Talk state when handling acontact. An agent is not in Talk state if the agent dials another agent for a consultation, aconference, or a transfer.Maximum Work TimeThe maximum amount of time that the agent should spend in Work state. If an agent is in Workstate longer than this time, the agent has broken the threshold.Average Talk TimeThe average amount of time that the agent should spend in Talk state when handling a contact.If the agent's average time on a contact is longer than this limit, the agent has broken thethreshold.Average Work TimeThe average amount of time that the agent should spend in Work state. If the agent's averagetime spent in Work state is longer than this limit, the agent has broken the threshold.UtilizationThe percentage of time that the agent should be in either Talk state or Work state. Utilization isthe percent of time an agent spends in Talk and Work state, for the total time that the agent islogged on. If the agent's utilization is below this limit, the agent has broken the threshold.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 14-13

MAGCAGNT.FMCreating Your AgentsGrouping Your Agents into DepartmentsNur für den internen Gebrauch14.3.10 Plug-InsYou must select or configure the third-party plug-ins that agents can access in their Desktopapplication.14.4 Grouping Your Agents into DepartmentsYou can organize your agents into departments. The ProCenter Suite uses departmentinformation to group the performance statistics of your agents. An agent can only be in onedepartment. The agent or department performance statistics you can collect depend on thelevel of reporting you have selected for the Restricted Reporting feature (I.M. version only):No Performance ReportingThe application does not collect agent or department performance information.Department Performance ReportingThe application collects performance information only for departments. You can generateperformance reports for each department, to compare the department’s performance, relativeto each other.Full Performance Reporting (North American version default)The application collects performance information for individual agents, and can calculatedepartment statistics from this data. You can generate performance reports so that you cancompare your agent’s performance to other agents in the same department, and compare yourdepartment’s performance to each other.For more information on the ProCenter Suite reporting features, see the HiPath ProCenterReporter User Guide, Version 5.1 SMR B.14.5 Procedures for Documenting Agent InformationThis section provides instructions for documenting the following agent information:●●●●●●User switch propertiesAgent résumésPermissionsMediaPlug-insDepartments14.5.1 Documenting User Switch PropertiesYou need to set switch properties for agents who:G281-0810-02, October 200314-14 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCAGNT.FMCreating Your AgentsProcedures for Documenting Agent Information●●Belong in an ACD groupHave a user ID that falls within one of the resource domain rangesYou must determine the resource domain ranges available on the switch, so that you can usenumbers within those ranges for agents that you create. You cannot create a user ID that doesnot fall within the resource domain range on the switch.14.5.2 Documenting Agent RésumésWhile designing your call types, you also documented skills. Now you need to determine whichof your agents have these skills. If you are using RésuméRouting, you also need to determinea preference level for each skill in an agent’s résumé. If you are using RésuméRoutingAdvanced, you need to determine both a skill level and a preference level for each skill in anagent’s résumé. You can gather this information from your personnel files, or create aquestionnaire based on your skill decisions, which can be completed by either your agents oryour supervisors.You can also decide whether you want to exclude an agent’s skill—this prevents the agent frombeing eligible for any call step that requires the skill. Use the exclude option to exclude an agentfrom handling contacts that require that skill. For more information on excluding skills, seeSection 14.3.5.1, “Excluding Skills”, on page 14-6.Make note of the skill options for each skill of each agent.14.5.3 Documenting Agent PermissionsTo configure your agents in the Administration Database, you need to make decisionsregarding the ProCenter Suite features that you want your agents to use. You can setpermissions for each agent, enabling agents to log on and use specific features of theAdministrator application, the IT Monitor application, and Desktop applications. Thepermissions that you can give to an agent depend on the agent’s user type. For an explanationof each agent permission, see Section 14.3.7, “Permissions”, on page 14-7.Record the user type and permissions given to each agent.14.5.4 Documenting Agent Media TypesAgents can handle one or more media types. Agent résumés and skills could affect the mediatypes you select for a particular agent. For example, if an agent is not familiar with emailtechnology, you would not select the email media type for that agent.For more information on defining skills for agents, see Section 4.2.3, “Defining Skills inRésuméRouting”, on page 4-6, and Section 4.3.2, “Defining Skills for RésuméRoutingAdvanced”, on page 4-8.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 14-15

MAGCAGNT.FMCreating Your AgentsCreating AgentsNur für den internen GebrauchThe number of agents who handle each media type assist in determining the hours set on thecall center schedules for handling a particular media type.Record the media types that your agents can receive.>Any changes to an agent’s media types are not reflected in the system until theagent logs off their telephone (telephony media type) or the Desktop application(callback, chat, and email media types).14.5.5 Documenting Plug-InsDetermine which plug-ins are available for agents.14.5.6 Documenting Agents in DepartmentsIf you are using Department or Full Performance Reporting, you should organize your agentsinto departments, to help you report agent and department performance statistics. To organizeyour agents into departments, first decide how many departments you need, and the logicaldistinction between each department. You might name each department according to itsfunction (for example, Sales or Support). You then need to decide which agents belong to eachdepartment.Record the department names and members of each department.14.6 Creating Agents>You can only create your agents in the Administration Database after you haveinstalled the ProCenter Suite and have activated features for your site. Use therelevant task list from Chapter 7, “The Configuration Process”, to ensure that you areplanning and configuring your site correctly.When creating your agents, ensure that you have the following information available:●●●●●●Agent’s ACD group informationAgent information on the switchAgent’s skill informationAgent’s permission informationAgent media type informationAgent plug-in informationG281-0810-02, October 200314-16 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCAGNT.FMCreating Your AgentsCreating AgentsWhen creating supervisors, you can either configure each supervisor to monitor all agents, orwait until you have created all your agents, and then go back and select specific agents whoeach supervisor can monitor. For more information, see Section 14.6.3, “Setting up AgentMonitoring”, on page 14-18.For instructions on creating an agent, see the Administrator Help.14.6.1 Tips for Creating Many AgentsIf you have many agents in your site, creating the properties of each individual agent can be atime-consuming process. To streamline the process of creating many agents, you can use theAdministrator application to copy existing agent properties. Instead of entering specificinformation for each agent, you can:1. Create an agent template for each type of agent you have. Create a template for agentswho have the same permission levels or threshold settings, and similar résumés. Forexample, you can create the following templates:●●A template for typical agentsA template for supervisors2. Copy the agent template to create a new agent who has properties similar to the agenttemplate.3. Change the properties of the new agent that are specific to that agent. For example, enterthe agent’s name and personal information, and adjust the résumé, permissions, andthresholds as needed.You can also edit the general information, permissions, and adherence thresholds for multipleagents at once. When you are finished creating all your agents, you can select multiple agentsand give them the same:●●●●●ACD groupReal Time ServerPermissionsAdherence thresholdsEmergency message recipientsFor instructions on updating multiple agents, see the Administrator Help.14.6.2 Adding Skills to Agent RésumésYou can use either of the following methods to enter the agent’s skill information into theAdministration Database:G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 14-17

MAGCAGNT.FMCreating Your AgentsCreating DepartmentsNur für den internen Gebrauch●To add several skills to an agent’s résumé, or to update an agent’s skills, use the Résumétab of the User Properties dialog box. For instructions, see the Administrator Help.>If you want to remove an agent from a virtual group, you must adjust the skill levelsrelated to the call requirement in the agent’s résumé. You cannot remove an agentfrom a virtual group by using the Virtual Groups tab in the User Properties dialogbox.●To add one skill to several agents, or to remove a skill from several agents, use the Agentstab of the Skill Properties dialog box. For instructions, see the Administrator Help.14.6.3 Setting up Agent MonitoringAfter creating all your agents in the database, you might want to adjust agent monitoring.Supervisors or enterprise managers can use the Administrator application to select the otheragents, call types, ACD groups, and aggregates that the supervisor or enterprise manager canmonitor. Therefore, to assign items to each supervisor or enterprise manager, you should firstcreate all your agents in the database.For instructions on setting up agent monitoring for each supervisor, see the Administrator Help.14.7 Creating DepartmentsAfter creating all your agents in the database, you can create the departments to which youragents belong. Assign the appropriate agents to the department.For instructions on creating agents, and adding agents to a department, see the AdministratorHelp.14.8 About Call Center SchedulingAfter creating all your agents in the database, you configure the Call Center Schedules, whichdetermine when the call center can accept callbacks, chat requests, or email messages. Youmust set this schedule according to:●●How many agents are available to handle the media typeWhen agents available to handle a media type are logged on to the ProCenter SuiteYou can also set restrictions for selected dates in the Call Center Schedule.G281-0810-02, October 200314-18 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCAGNT.FMCreating Your AgentsAbout Call Center Scheduling14.8.1 Creating a Call Center ScheduleDetermine when your call center can handle the callback media type (Callback feature), chatmedia type (Chat feature), or email media type (Email feature). After you have determined theschedules and date restrictions for each media type, use the Call Center Schedule dialog boxesto create these schedules.For instructions, see the Administrator Help.>For email call center schedules, auto acknowledgements and auto responses aresent to customers even if the call center is closed. However, email messages arenot handled by agents until the call center is open.Telephony calls do not use the call center schedule. For telephony, you set up theschedule in the Routing Control Group in ACD Administrator. For more informationon ACD Administrator, see the HiPath ProCenter ACD Administrator User Guide.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 14-19

MAGCAGNT.FMCreating Your AgentsAbout Call Center SchedulingNur für den internen GebrauchG281-0810-02, October 200314-20 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCSYS.FMConfiguring the System SettingsGeneral Settings15 Configuring the System SettingsThis chapter describes how to configure the system settings that affect the ProCenter Suite atyour site. This chapter includes information on:●●●●General settingsStatistics settingsDesktop settingsTelephony settings, used to monitor the switchRefer to the conceptual information in the following sections to help you configure thesystem settings.●●●●●●Callback settings (Callback feature only)Chat settingsEmail settingsNotifications to inform you of the status of, or potential problems in, the ProCenter Suite atyour siteModem settingsConfiguring the site settings using the Administrator application15.1 General SettingsConfigure the general settings to:●●●Specify the location in which the ProCenter Suite stores temporary data shared by variouscomponentsSpecify the maximum amount of time that the Master Administrator can remain inactivebefore the application automatically logs off the Master AdministratorProvide permission for creating and editing routing entries in the Administration Database(supervisors and enterprise managers only)The following sections provide conceptual information about each of the general settings. Afteryou read the conceptual information, follow the instructions in Section 15.8, “Configuring theProCenter Settings”, on page 15-17, to configure the general settings.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 15-1

MAGCSYS.FMConfiguring the System SettingsGeneral SettingsNur für den internen Gebrauch15.1.1 Setting the Master Administrator Inactivity Time-outIf the Master Administrator is logged on and remains inactive for a designated period of time,the application automatically logs off the Master Administrator from the Administratorapplication. This is a security feature designed to prevent other users from using the MasterAdministrator’s ID and password to change the Administration Database.15.1.2 About the Routing PermissionSupervisors or enterprise managers use the Routing permission to create or update routingentries in the Administration Database.Only the Master Administrator can set this permission. Supervisors or enterprise managersmust still have the Access System Administration (Edit) permission to change information in theAdministration Database.For more information on creating routing entries, see Section 10.3, “Planning and DesigningYour Telephony Routing Table”, on page 10-6.15.1.3 About the Shared Data LocationThe shared data location is the file directory that the application uses to transfer informationamong the various ProCenter Suite components. The location must be a shared drive on theProCenter Server machine that is remotely accessible by the other machines on the network.The location is specified through the universal naming convention (UNC) so that all machineson the network can access the shared data.>For every user on your network who uses the Administrator application to save theProduction Database to the Design Database, or to save a Design Database to theProduction Database, ensure that their Windows 2000 user ID is configured on theProCenter Server machine. You must modify the permissions for the ShareDataand NetSetup folders so that the user IDs have ‘read’ access to these directories.Please talk to your network administrator to ensure that the user ID’s are properlyconfigured.The default location is: \\rrserver\sharedata. You do not have to change the defaultlocation, unless you want to use a different machine name for your server machine (other thanrrserver). Normally, this decision is made during the installation process.If you change the name of the server machine, you need to:●Change the name of the shared data location in the Administration Database so that theapplication can find the shared data.G281-0810-02, October 200315-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCSYS.FMConfiguring the System SettingsStatistics SettingsCreate directories on the server machine to correspond to the path specified by the shared datalocation. For instructions on creating the shared drives, see the HiPath ProCenter InstallationGuide.15.2 Statistics SettingsThe statistics settings include:●●●●●●●●●●The hold consult thresholdAn option to include pending and unanswered calls in the service level calculationAn option to include the IVR time in the service level calculationAn option to include the time-out calls in the service level calculationAn option to include ICA Hold Time in the service level calculationThe data retention periodsThe database maintenance hourThe location where XML files are stored on the ProCenter Server machineThe location where XML files are stored on the Blue Pumpkin Server machineThe times during the day to reset the real-time statistics and shift start timesThe following sections contain conceptual information about the statistics settings.15.2.1 About the Hold Consult ThresholdThe Hold Consult Threshold determines how long an agent can have a call on hold before thecall is considered a consultation and its record is written to the Reporting Database. If the timethat the call is on hold is less than the threshold, the record is not written to the database.15.2.2 Selecting a Service Level CalculationTo help monitor your site’s performance, the Supervisor application can display current andhistorical service level statistics for each call type. This helps you determine if call types arebeing handled efficiently, and might help you determine how to improve your site’sperformance.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 15-3

MAGCSYS.FMConfiguring the System SettingsStatistics SettingsNur für den internen Gebrauch>If you are using the Networked Call Center feature, and you are using the servicelevel or estimated service level statistic in the acceptance or distribution settings,keep in mind that other sites might be using different service level calculations.However, since the difference between calculations is based on how abandonedcalls are treated, the different calculations have little impact on sites with lowabandon rates.The service level is calculated as the number of successfully handled contacts, divided by thetotal number of contacts, and multiplied by 100. Use the ProCenter Suite to determine whichcontacts are considered successfully handled, and which contacts are considered part of thetotal number of contacts. You do this by selecting one of four service level calculations, eachof which defines “successfully handled” and “total contacts” differently. You also have theoption of including the following in the total contacts:●●●●Pending and unanswered callsIVR TimeTimed-out callsICA Hold TimeThe service level calculations consist of the following two parts:The numeratorDefines which contacts are considered successfully handled. The numerator can include thefollowing:●●The number of contacts handled within the service level intervalThe number of calls abandoned within the service level interval (you might consider thesecalls successfully handled, since it is difficult to answer a call that is quickly abandoned)The denominatorDefines which contacts are considered to be part of the total number of contacts. Thedenominator can include the following:●●●The number of contacts successfully handled at any time (including timed-out calls andemail messages, if using the Email feature)The number of calls abandoned at any timeThe number of calls abandoned after the service level interval (you may use this numberinstead of the total number of abandoned calls, if you do not want to consider quicklyabandoned calls in your totals)You can select the calculation that has the appropriate numerator and denominator for yourservice level monitoring.G281-0810-02, October 200315-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCSYS.FMConfiguring the System SettingsStatistics Settings>The Supervisor application uses the service level calculation set in the ProductionDatabase. When you run reports from the Reporting Database, you access the rawdata directly. Therefore, the reports are not limited to the service level calculationthat is set in the Production Database.15.2.3 About the Data Retention PeriodsThe data retention periods define a time when the application deletes accumulated statisticsfor your site. This section provides conceptual information about each type of statistical data.After you read the conceptual information, follow the instructions in Section 15.8, “Configuringthe ProCenter Settings”, on page 15-17, to set your data retention periods.The Reporting Database stores information used for creating reports for your call center. Usethe Administrator application to configure retention periods—the amount of time that statisticaldata is stored in the Reporting Database before the Statistics Server deletes the data.>During the database maintenance hour, the Statistics Server deletes data that isolder than the specified retention periods.For more information on the database maintenance hour, see Section 15.2.4,“About the Database Maintenance Hour”, on page 15-7.When installed, the Administrator application is already configured with default settings for thedata retention times. You can change the default settings at any time.If you have the Call-by-Call Reporting feature, you can configure the retention periods for Callby-Calldata, which include:Call RecordsCall records are detailed information about each contact, including the:●●●●●●●●Time the contact was enqueued and assigned to an agentANI, DNIS, and RésuméRouting ACD group (Hicom 300 E and HiPath 4000 switches)information; or, category informationANI, DNIS, and RésuméRouting ACD group informationCall type usedCall step the contact was in when the contact was assignedAgent or agents who handled the contact, if you are using Full Performance ReportingDepartment of the agent who handled the contact, if you are using DepartmentPerformance ReportingTime each agent spent on the contactG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 15-5

MAGCSYS.FMConfiguring the System SettingsStatistics SettingsNur für den internen GebrauchWrapup DataWrapup data includes the wrapup reasons and fields that an agent completes after handling acontact. The Statistics Server stores only wrapup information that an agent completes usingthe Desktop applications.The ProCenter Suite can track the available space in the Reporting Database and calculate themaximum amount of time that Call-by-Call data can be kept. You can configure the applicationto keep the Call-by-Call data for the maximum amount of time, or you can configure theapplication to keep the wrapup data or contact records for a specific number of days. If youdecide to keep the data for the maximum amount of time, the application calculates themaximum time on a daily basis and ensures the retention period is equal to the maximum timecalculated.For more information on this calculation and the other calculations that occur during thedatabase maintenance hour, see Section 15.2.4, “About the Database Maintenance Hour”, onpage 15-7.You can also configure retention periods for the following types of data:15-Minute, Daily, Weekly, and Monthly Data15-minute, daily, weekly, and monthly data is a summary of performance data for each call typeand agent during the specified period. The performance data is stored as raw totals, from whichyou can calculate call type or agent performance statistics. Call type performance data includesthe following information for each period:●●●●The number of contacts assigned, abandoned, or timed outThe total time contacts spent in queue, on hold, and being answered by agentsThe longest amount of time that a contact has spent in queueThe statistics used to calculate the service levelThe tables also collect the agent performance data for 15-minute, daily, weekly, and monthlyperiods, depending on the level of the Restricted Reporting feature you are using.For more information on the level of the Restricted Reporting feature you are using, see Section14.4, “Grouping Your Agents into Departments”, on page 14-14.Agent Time in State DataAgent time in state data includes the amount of time agents spend in each agent state.Administration Audit DataAdministration audit data includes all changes made to the Production Database. The StatisticsServer keeps audit information, so that you can trace changes to the Production Database—ittracks which records were changed, the time they were changed, and by whom they werechanged.G281-0810-02, October 200315-6 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCSYS.FMConfiguring the System SettingsStatistics Settings>When you save the Design Database over the Production Database, theadministration audit trail is reset.For more information on Design and Production Databases, see Section 22.5,“Saving the Design Database over the Production Database”, on page 22-8.Error DataError data includes all the messages that the ProCenter Suite issues during normal operation;for example, system warning messages.Call DataCall data includes data attached to contacts when they are routed. For example, a script URLcould be part of the call data.The Desktop application does not display call data for chat calls.XML FilesXML files store XML data. This data is normally used in conjunction with Blue Pumpkin. AnyXML files stored on the HiPath ProCenter Server machine are copied to the machine that youare using as a Blue Pumpkin Server. XML data includes the following information for eachperiod:●●●●The number of contacts assigned, abandoned, or timed outThe total time contacts spent in queue, on hold, and being answered by agentsThe longest amount of time that a contact has spent in queueThe statistics used to calculate the service level>XML data is only written to the location specified on the Maintenance tab if you haveselected a value higher than zero for the XML Files data retention period.Agent State No Reason DataAgent State No Reason Data is a summary of performance data for agents who did not selecta reason when working on a contact.15.2.4 About the Database Maintenance HourYou must select a specific hour in the day to perform database maintenance. To set thedatabase maintenance hour, select a time when your site is least busy, since these tasks slowdown the network speed. During this time, the ProCenter Suite:1. Calculates the summary performance data from data about each contact. For each calltype, the Statistics Server creates performance statistics for 15-minute intervals from thedata about the call type's contacts handled during that time. Likewise, for each agent, theG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 15-7

MAGCSYS.FMConfiguring the System SettingsStatistics SettingsNur für den internen GebrauchStatistics Server creates the performance statistics for 15-minute intervals from data aboutthe contacts each agent handled during that time. To obtain the data for extended periodsof time, the Statistics Server:●●●Adds the 15-minute totals together to create the daily performance data.Adds the daily totals together to create the weekly data (each Sunday)Adds the daily totals to create the monthly data (on the first day of the month)>The summary performance statistics that the application calculates depend onthe level of reporting you use:●●●If you are using Full Performance Reporting, the Statistics Servercalculates summary performance data for each agent and call typeperformance.If you are using Department Performance Reporting, all agent statistics arereplaced with department statistics. Instead of calculating summaryperformance data for each agent, the Statistics Server calculates summaryperformance data for each department from the data for contacts thatdepartment members handled.If you are using No Performance Reporting, the Statistics Server collectscall type performance statistics but not agent performance statistics.2. Calculates the maximum number of days that Call-by-Call data can be kept in theReporting Database. If you configure the application to always keep the maximum amountof data, the application updates the retention period for call records and wrapup data.3. Deletes the statistics information in the Reporting Database that is older than the retentiontime.4. Refreshes the administration data stored in the Reporting Database—the applicationcopies the changes made in the Administration Database to the Reporting Database. TheReporting Database keeps a complete copy of the configuration information stored in theAdministration Database. Use this configuration information to create reports that referboth to data stored in Reporting Database records, and to configuration information storedin Administration Database records.7You must specify the hour in which your site is least busy, since these tasks increasethe activity of the central processing unit (CPU) on the server machine. If you set thedatabase maintenance time to occur during a period of heavy call volume, yoursystem performance might be adversely affected. The actual amount of time it takesto perform these tasks is specific to each site. Normally, the application shouldcomplete all database maintenance tasks within an hour.You cannot create reports while the application performs database maintenance.G281-0810-02, October 200315-8 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCSYS.FMConfiguring the System SettingsDesktop Settings15.2.5 XML and Blue Pumpkin file LocationsXML information is stored in a location determined upon the installation of HiPath ProCenter.This location is displayed on the Maintenance tab of the Statistics Settings dialog box.XML information can also be stored on your Blue Pumpkin machine, in the location you specifyon the Maintenance tab.15.2.6 Resetting the Real-Time Statistics and the Shifts for Your SiteYou can reset HiPath ProCenter real-time statistics up to three times a day. This means that allreal-time statistics accumulated from the first configured reset time are deleted when thesecond reset time begins.The times set in the Reset Time boxes also define shift periods, for which the EnterpriseManager application displays traffic statistics for your site.Enterprise managers use the traffic statistics to monitor the work load among participatingsites. The Enterprise Manager application displays traffic statistics only for a site's current shift.The statistics are reset at the start of each new shift. The shifts are for monitoring purposesonly; they do not affect the acceptance or distribution settings.You can define a maximum of three shifts per 24-hour period. You must define each shift in thefollowing order: Reset Time 1, Reset Time 2, and Reset Time 3. The end of a shift is determinedby the next specified reset time. Any changes you make to the reset times do not affect theEnterprise Manager application until the start of the next shift.15.3 Desktop SettingsConfigure the desktop settings to:●●●Enable the distribution of Desktop patchesSpecify the refresh intervals for the ProCenter Desktop applicationsSpecify the thresholds for the Virtual Queue LED for agents using the Desktop applications15.3.1 Setting the Distribute Desktop Patches FeatureTo ensure that you have the same version of software on your client and server machines, theHiPath ProCenter Suite includes a feature which allows for the synchronization of the softwareon your machines.To use this synchronization process, you must first apply the Desktop Patch to the ProCenterServer machine, and then apply it to the client machine. For more information on installing theDesktop Patch, see Appendix A of the HiPath ProCenter Operations Guide.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 15-9

MAGCSYS.FMConfiguring the System SettingsDesktop SettingsNur für den internen GebrauchWhen you start the Desktop application, the synchronization process first checks that thesoftware Versions are synchronized, and then checks that the Patches are synchronized. If thesynchronization process finds that the Desktop software Version on the client machine doesnot match the Desktop software Version on the HiPath ProCenter Server machine, thesynchronization process upgrades the software Version on the client machine.15.3.2 Setting the Desktop Refresh IntervalsThe Desktop applications display call center information that is updated according to thespecified refresh interval. You should also adjust the refresh interval to account for yournetwork speed.For example, if you normally experience heavy network activity and encounter problems withyour network speed, you should first increase the Agent application refresh interval, since moreagents than supervisors are likely to be logged on at one time.You can set different refresh intervals for each Desktop application:Agent Application Refresh IntervalThe amount of time before the Agent application refreshes its displayed information. You mightset a longer refresh interval for agents than for supervisors, since agents have less need tomonitor contacts in queue.Supervisor Application Refresh IntervalThe amount of time before the Supervisor application refreshes its displayed information. Youshould set a shorter refresh interval for the Supervisor application than for the Agentapplication, since supervisors or enterprise managers need up-to-date information to monitorcontacts in queue.Enterprise Manager Application Refresh IntervalThe amount of time before the Enterprise Manager application refreshes its displayedinformation.15.3.3 Setting the Virtual Queue LED ThresholdsThe Virtual Queue LED indicates that one or more contacts are in queue for which an agent iseligible, for agents using the Desktop applications. The LED icon appears in the lower rightcorner of the Windows taskbar.You can set a range for the number of contacts in queue for which the LED:Turns OnThe minimum number of contacts required for the agent's LED to turn on.FlashesThe minimum number of contacts required for the agent's LED to flash.G281-0810-02, October 200315-10 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCSYS.FMConfiguring the System SettingsTelephony SettingsWinksThe minimum number of contacts required for the agent’s LED to flash at a fast rate.15.4 Telephony SettingsConfigure the telephony settings to:●Select the type of switch used at your site>You must select a switch in the Telephony Settings dialog box before creatingswitch resources in Section 18.2, “Available Switch Resources in the ProCenterSuite”. For more information on the ProCenter Suite installation, see the HiPathProCenter Installation Guide.●●●●Determine the heartbeat settings for the switch if HiPath ProCenter is working with a Hicom300 E or HiPath 4000 switch.Determine the service level intervalConfigure a time-out extensionConfigure the Ring No Answer feature (HiPath 4000 switch only)15.4.1 Selecting the Switch TypeYou can only select a switch type after you have configured your switch according to Chapter17, “Configuring the Switch”.15.4.2 Configuring the Heartbeat Settings>Heartbeat settings are not applicable to the HiPath 3000 switch.You configure the heartbeat settings differently for a Hicom 300 E switch than for a HiPath 4000switch.For the Hicom 300 E you configure:●●Heartbeat number—from switchHeartbeat name—from switchFor the HiPath 4000 you configure:●Fallback number—Default extension to which calls are routed if the ProCenter Suitedetects a problem with the HiPath 4000 switch.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 15-11

MAGCSYS.FMConfiguring the System SettingsCallback SettingsNur für den internen Gebrauch●●Application name—Unique installation identifier.Pulse interval—The number of seconds between heartbeat pulses sent to the switch. Thedefault value for the pulse interval is 15 seconds.>●If you do not enter a fallback number or pulse interval, you will receive a warningin the Site Status window of the IT Monitor and database error records indicatingthat a switch heartbeat parameter is not configured.●If you do not enter an application name, you will receive a warning in the SiteStatus window of the IT Monitor and database error records indicating that theheartbeat is down and the Telephony Server can not send a heartbeat value tothe switch.15.4.3 About the Ring No Answer Feature (HiPath 4000 switch only)When a call arrives at an agent’s extension, the RNA timer begins. If this timer expires (basedon maximum pending time), the call is requeued, with the same call type, until it is answeredby an agent. The requeued call does not lose its place in queue.You can also:●●Configure an extension that moves Ring No Answer calls back into queue after themaximum pending time.Select the priority increment, which determines the priority of requeued Ring No Answercalls.The agent that did not answer the original call becomes Unavailable, to prevent the call frombeing routed to that agent a second time.Enabling the Ring No Answer feature reduces the number of unanswered calls in the system.>To use the Ring No Answer feature in a HiPath 4000 multi-node switchingenvironment, you must disable the FNAN (forwarding no-answer networkwide)parameter in the COTs (Class of Trunks) that are associated with the incomingtrunks directing calls to HiPath ProCenter.Disabling the FNAN parameter in one or more COTs in a HiPath 4000 multi-nodeconfiguration can lead to inefficient trunk usage.15.5 Callback SettingsConfigure the callback settings to:●Determine if you want to allow duplicate callback entries (more than one callback with thesame destination phone number and call type).G281-0810-02, October 200315-12 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCSYS.FMConfiguring the System SettingsCallback Settings●●●●●Set the service level interval (the service level section will be after all the media settings)Set the confirmation delaySet the complete delaySpecify the name of a text file containing callback requests, for importing to the CallbackServer.Generate a text file listing all scheduled callbacks that expire during the dayFor more information on importing the callback text file, see Section 23.6, “ImportingCallback Data”, on page 23-7.15.5.1 Preventing Duplicate Callback EntriesThis option prevents HiPath ProCenter from enqueuing duplicate callback entries (callbacksthat have the same call type and destination phone number). If you do not enable this option,duplicate callback entries can appear in the queue.15.5.2 Setting the Confirmation DelayThe confirmation delay is the number of seconds that the Callback Server waits for an agent toaccept or delete a callback request. If the agent does not accept or delete the callback requestwithin the confirmation period, the callback is placed back in queue for the next available agent.The confirmation delay only applies when the agent receiving the callback has the PreviewCallback permission.15.5.3 Setting the Complete DelayThe complete delay is the number of seconds that an agent has to enter a callback result onthe Results tab of the Callback Details dialog box in one of the Desktop applications.15.5.4 Importing a Callback Text FileTo make it easier to generate multiple callbacks, you can import a text file that contains a list ofall callbacks. You can then use this list to generate multiple callbacks in the ProCenter Suite.The text file that you import must be copied to the same directory where you installed the HiPathProCenter servers (d:\rrserver).For more information on importing a callback text file, see Section 23.6, “Importing CallbackData”, on page 23-7.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 15-13

MAGCSYS.FMConfiguring the System SettingsNotificationsNur für den internen Gebrauch15.5.5 Generating an Expired Callback Text FileIf you select the Generate Expired Files checkbox, the Callback Server generates a daily textfile listing all of the scheduled callbacks that expire on that day. This file is named based on thedate on which it was created using the following format, “expiredYYMMDD.txt”. For example,the file for November 6, 2003 would be saved as “expired031106.txt”.You can configure how many text files to create before the oldest text file is deleted, as well aschange the start and end times for the callback schedules. When you have finished modifyingthe text file, you can copy it to the same directory where you installed the HiPath ProCenterservers (d:\rrserver). From there the file can be imported by the Callback Server and anyexpired callbacks can be reattempted.>Expired files are copied to the \\sharedata\callback directory on the HiPathProCenter Server machine, where they can be accessed and manipulated remotely.15.6 NotificationsThe following sections provide information on notifications, and the modem settings that youmust configure to be able to send pager notifications. After you read the conceptualinformation, follow the instructions in Section 15.8, “Configuring the ProCenter Settings”, onpage 15-17, to create your notifications and to configure the modem settings.15.6.1 About NotificationsUse the Administrator application to create and update notifications that you can use to monitorand inform the appropriate party of the status of, or various problems in, the ProCenter Suite.For example, you can create a notification to inform you if the Statistics Server's status changesfrom operational (that is, server up) to not operational (server down). You can configure whenand how the application notifies you of the following conditions:Server Up, Server DownThese conditions indicate the operating status of the ProCenter servers. The ProCenter Suitemonitors whether the servers are operational (that is, server up), or not operational (that is,server down).Server Response TimeThis condition indicates the state of resources on a server machine. The application takes intoaccount memory, CPU resources, and network activity to determine the server response time.You can create a notification to inform you if any of the ProCenter servers break a predefinedthreshold (RPC Response Threshold—default value of 750 milliseconds).G281-0810-02, October 200315-14 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCSYS.FMConfiguring the System SettingsNotificationsDatabase UsageThis condition indicates the amount of disk space that the ProCenter databases are using. Youcan create a notification to inform you if any of the ProCenter databases (server applications)use more disk space than the predefined threshold (Disk Space threshold—measured as apercentage of the total disk space on the server machine—default value of 50%).>The Server Response Time and Database Usage ‘predefined thresholds’ are hiddensystem parameters. Altering the default values of these thresholds is notrecommended.Error MessagesThese are messages that the ProCenter Suite displays to provide information about thesystem, or to indicate problems with system operations. You can create notifications for twotypes of error messages:●●Severe, which indicates that a critical problem has occurred (for example, memory errors)in the ProCenter Suite.Warning, which indicates that a problem has occurred (for example, a server might bedown), which does not have a direct impact on the operation of the ProCenter Suite.You can create the following types of notification:PagerUse this notification type to monitor server status, the server response time, and databaseusage at your site. Pager notifications are used to send a numeric code that identifies theselected condition and component (if applicable).EmailUse this notification type to monitor server status, the server response time, and databaseusage at your site. Email notifications are used to send a text message describing the selectedcondition and component (if applicable).>You do not need to have the Email feature to use the Email notification type.SNMP trapUse this notification type to monitor error messages (severe and warning), server status, theserver response time, and database usage at your site. SNMP trap notifications are used tosend a text message to an SNMP manager, to describe the selected condition and component(if applicable). When sending SNMP trap notifications for Severe Error and Warning Errorconditions, the notification message is predefined and cannot be changed. The messageconsists of text indicating either the Severe Error or Warning Error condition.IT MonitorUse this notification type to monitor error messages (severe and alert) that the ProCenter Suiteissues, by displaying the error messages in the IT Monitor application.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 15-15

MAGCSYS.FMConfiguring the System SettingsModem SettingsNur für den internen Gebrauch15.6.2 Creating NotificationsTo create a notification, you need to:●●●●Select the condition for which you want to send a notification.Select the component that you want to monitor for the selected condition. You can select acomponent only if you are monitoring the server conditions or server response time.Select the type of notification that you want to send.Edit the notification details for the type of notification you are creating.For instructions, see the Administrator Help.Ensure that you use the relevant task list from Chapter 7, “The Configuration Process”, todetermine when you should perform this task.15.7 Modem SettingsConfigure the modem settings to:●●Enable the Watchdog Server machine to use the modem to send pager messages. You cansend pager messages to notify the appropriate party about changes in the status ofProCenter servers, problems with the server response time, or database usage at yoursite.View or update the modem settings that the Watchdog Server machine uses to send pagermessages.>The modem must be installed on the same machine as the Watchdog Server. Themodem settings are configured in the Administrator application as part of theWatchdog Server properties.To send pager notifications, you must:●●●●●Provide a pager that supports touchpad entry, or DTMF signalling, when sending pagermessages.Ensure your pager carrier supports your requirements.Install the modem on the same machine as the Watchdog Server.Use the Administrator application to create the pager notifications that you want to use tomonitor server status, server response time, and database usage at your site.Use the Administrator application to configure the modem settings for the Watchdog Servermachine that you want to use to send pager messages.G281-0810-02, October 200315-16 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCSYS.FMConfiguring the System SettingsConfiguring the ProCenter SettingsWhen the modem sends a message to the pager, it dials the pager number, waits a specifiedamount of time, then transmits a numeric code to the pager. The numeric code is used toidentify the selected condition and component (if applicable).If the modem cannot contact the pager, the modem tries again, until it either contacts the pageror reaches the maximum number of attempts specified in the notification properties.15.7.1 Configuring the Modem SettingsTo configure the modem settings, you need to specify:●●●The communication port (COM1 to COM4) used by the modem.The modem initialization string, which is the command that the modem requires to dial thepager number. (The standard initialization string is “atz”; for more information, check thedocumentation that came with your modem.)The modem hangup string, which is the command that the modem uses to break theconnection after a message is sent. (The standard hangup string is “ath”; for moreinformation, check the documentation that came with your modem.)For instructions on configuring the modem settings, see the Administrator Help.15.8 Configuring the ProCenter SettingsThe following sections provide instructions for configuring the ProCenter settings. To configurethe settings:●●Use the conceptual material in Section 15.1, “General Settings”, on page 15-1, to help youconfigure the general settings.Complete the settings in the Routing Settings dialog box:– Select the routing table or a custom routing function.– Enter the maximum reserve time.>Callbacks do not use the routing table or the custom routing function.– Enter the maximum pending time.– Set the Importance of the Queue Time criterion.– Enter a value for the time to maximum importance.– Activate the RésuméRouting Advanced feature, if you want to use RésuméRoutingAdvancedG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 15-17

MAGCSYS.FMConfiguring the System SettingsConfiguring the ProCenter SettingsNur für den internen Gebrauch– Set the skill-score type, if you are using RésuméRouting Advanced– Adjust the sliders for the importance of the skill-score criteria for RésuméRoutingAdvanced●●●Use the conceptual material in Section 15.2, “Statistics Settings”, on page 15-3, to help youconfigure the statistics settings.Use the conceptual material in Section 15.3, “Desktop Settings”, on page 15-9, to help youconfigure the desktop settings.Use the conceptual material in Section 15.4, “Telephony Settings”, on page 15-11, to helpyou configure the telephony settings.Remember that you have to do the following before creating switch resources in theAdministrator application:– Define the resources in the switch– Define the resource domain ranges for those switch resources using the DomainConfiguration tool, before creating switch resources in the Administrator application.See Chapter 17, “Configuring the Switch”, for more information on configuring theswitch.See Chapter 18, “Configuring the ProCenter Suite Switch Resources”, for moreinformation on creating switch resources in the Administrator application.For more information on the Domain Configuration tool, see Chapter 20, “Designing theHiPath ProCenter Resource Domain”.●●●●Use the conceptual material in Section 15.5, “Callback Settings”, on page 15-12, to helpyou configure the callback settings (Callback feature only).Use the conceptual material in Section C.4, “Chat Settings”, on page C-4, to help youconfigure the Chat settings.Use the conceptual material in Section B.4, “Email Processing”, on page B-9, to help youconfigure the Email settings.See Section 15.6.2, “Creating Notifications”, on page 15-16, to create notifications. SeeSection 15.7.1, “Configuring the Modem Settings”, on page 15-17, to configure the modemsettings.For instructions on configuring these settings, see the Administrator Help.G281-0810-02, October 200315-18 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCMSG.FMConfiguring the Desktop ApplicationsAbout Messages16 Configuring the Desktop ApplicationsThis chapter describes how to configure the Desktop applications using the Administratorapplication. You can configure:●The calculation that the Desktop applications use for service level statistics.For more information on the service level calculation, see Section 15.2.2, “Selecting aService Level Calculation”, on page 15-3.●●●●The messages that agents can send to each other using the Desktop applications.The account codes that an agent uses during a call to append more information to the callThe wrapup features that an agent uses to enter information about a contact.The reasons your agents use to explain why they:●●●●●Changed to Unavailable stateAre in Work stateAre deleting a callbackAre retrying a callbackAre discarding an email message●●The numbers that are excluded from callbacks.The targets to which agents can requeue contacts.For more information on requeue targets, see Section 18.2.1, “Requeuing Strategy”, onpage 18-6.For instructions on using the Administrator application to configure these features in theAdministration Database, see Section 16.10, “Configuring the Desktop Elements”, on page16-7.16.1 About MessagesAgents who have access to the Desktop application messaging system can send predefinedmessages to each other. You use the Administrator application to create the predefinedmessages that the agent can select. Agents are not notified when they receive normal or urgentmessages. They must use the File menu on the Desktop Launchpad to access thesemessages. If an agent receives an emergency message, the Read Messages dialog boxappears, with the emergency message text highlighted in red. For more details, see theDesktop Help.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 16-1

MAGCMSG.FMConfiguring the Desktop ApplicationsAbout MessagesNur für den internen Gebrauch>You cannot send messages using the Browser Based Desktop application. For moreinformation on how to use the Browser Based Desktop application, see the BrowserBased Desktop Guide.A message consists of:The message nameThe message name identifies each message.The message typeThe predefined message types are:●●●Normal, used for informative messages. For example, “Servers are up”.Urgent, used for messages for which the sender wants immediate attention. For example,“Log off client applications now”.Emergency, which is sent to either the primary or secondary recipient. The messageshould indicate to a supervisor or enterprise manager that the agent is having a seriousproblem with a contact, and the supervisor or enterprise manager should monitor thecontact. For example, an agent would send an emergency message to their supervisor ifthe agent smelled smoke..>You can only create one emergency message.Each agent can have different emergency message recipients.The recipient of the emergency message must be logged on to one of the Desktopapplications to receive the message. If the primary recipient is not logged on, the messageis sent to the secondary recipient. When the recipient selects the message in the ReadMessages dialog box, the sender receives an acknowledgment. If neither the primary orsecondary recipient is logged on, the sender receives a message indicating neitherrecipient is logged on. In this case, the emergency message is not sent.The message textYou can create predefined message text when you create a message. Agents who have EditMessages permission can edit this text when sending normal or urgent messages. Agents whohave the Edit Messages permission can also change the status of normal messages to urgentmessages.For more information on agent permissions, see Section 14.3.7, “Permissions”, on page 14-7.G281-0810-02, October 200316-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCMSG.FMConfiguring the Desktop ApplicationsAccount Codes16.2 Account CodesAgents can enter a specific code using their touchtone phone when they are starting orhandling a call. You can define the account codes in the Administrator application. Accountcodes can be account numbers that you want to assign to a call, or can be any piece ofinformation that will help you classify the call.>Do not confuse this dial pad account code functionality with HiPath ProCenter’sability to import account codes from the ACD Administrator application, for use withthe Configuration Synchronization feature.16.3 About the ProCenter Suite Wrapup FeaturesYou can use the ProCenter Suite to configure wrapup features for your agents. Your agents canuse the Desktop applications to enter specific wrapup information for their contacts. Theinformation is then stored in the Reporting Database. Your agents can complete three types ofinformation at the end of each contact:Wrapup ReasonsAgents can select one or more predefined wrapup reasons when they complete a contact. Youcan define the wrapup reasons in the Administrator application. A wrapup reason shouldexplain why or how a contact was completed.Wrapup FieldsAgents can enter specific values in predefined wrapup fields when they complete a contact. Youcan define the wrapup fields in the Administrator application. A wrapup field can containalphanumeric, numeric, or date information. You can specify the maximum number ofcharacters that can be entered in alphanumeric and numeric fields. For example, you mightcreate wrapup fields to record the customer’s name, the dollar value of a sale, or the date onwhich the sale is made. You can make the completion of any or all of your wrapup fieldsmandatory. The agent must complete mandatory fields before the agent can save the wrapupinformation.The wrapup reasons and wrapup fields that an agent selects at the end of a contact is savedin the Reporting Database. This information can be exported to an external application, suchas a customer database, or a billing system.The following section provides more information on configuring the ProCenter Suite wrapupfeatures.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 16-3

MAGCMSG.FMConfiguring the Desktop ApplicationsAbout Unavailable ReasonsNur für den internen Gebrauch16.3.1 Configuring the Wrapup FeaturesYou must configure the wrapup features so that agents can wrap up contacts. Agents must haveAutowork permission to use the wrapup features. The Autowork permission automaticallyswitches the agent to Work state after completing a contact. This gives the agent time tocomplete the wrapup information before handling another contact.>Although entering wrapup information is optional, it is recommended becausewrapup information is sent to the Reporting Database for inclusion on historicalreports.To prevent this, the agent can enter Work state, during which time the agent cannot receivecontacts.You can use the Autowork settings to place the agent into Work state automatically, so that theagent can finish wrapping up the contact before receiving any more contacts. If the agent is notin Work state, they can receive new contacts, which causes any wrapup information to be lost.You can set up the Work state information in one of the following ways:●●●Allow the agent to remain in Work state until the agent voluntarily selects the Availablestate.Set a time limit for the agent to remain in Work state. If the agent does not save the wrapupinformation by the end of this time limit, the information is lost when the agent receives anew contact.Ensure the agent saves the wrapup information (including the mandatory wrapup fields)before becoming available.You can override the Mandatory Wrapup feature by setting the autowork timer. Theautowork settings and the Mandatory Wrapup feature are mutually exclusive.●Place the agent in Available state automatically, after the agent saves the wrapupinformation.>If the agent does not complete the mandatory wrapup fields, the agent cannot savethe wrapup information or close the details dialog box.For information on configuring the autowork feature, see Section 14.3.7, “Permissions”, onpage 14-7.16.4 About Unavailable ReasonsThe Desktop applications provide a list of reasons from which agents can choose when makingthemselves unavailable. Use these unavailable reasons to document when and why youragents make themselves unavailable. You can create the list of possible unavailable reasons inthe Administrator application. For each reason, you can define:G281-0810-02, October 200316-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCMSG.FMConfiguring the Desktop ApplicationsAbout Work Reasons●●The name used to identify the reasonThe description of the reason, which explains why the agents became unavailableSupervisors or enterprise managers can use the Supervisor application or Enterprise Managerapplication to view the current state of monitored agents. If the current state of an agent isUnavailable, the Supervisor application, Enterprise Manager application, or agent details viewsdisplay the reason the agent selected for being unavailable.For more information on monitored agents, see Section 14.3.8, “Agent Monitoring”, on page14-12.16.5 About Work ReasonsThe Desktop applications provide a list of reasons from which agents can choose when theyare in Work state. Use these work reasons to document when and why your agents are in Workstate. You can create the list of possible work reasons in the Administrator application. For eachreason, you can define:●●The name used to identify the reasonThe description of the reason, which explains why the agent is in Work stateSupervisors or enterprise managers can use the Supervisor application or Enterprise Managerapplication to view the current state of monitored agents. If the current state of the agent isWork, the Supervisor application also displays the reason the agent selected for being in Workstate.For more information on monitored agents, see Section 14.3.8, “Agent Monitoring”, on page14-12.16.6 About Callback Delete Reasons (Callback feature only)The Desktop applications provide a list of reasons from which agents can choose when theydelete a callback. In the Administrator application, you can modify the description of the defaultdelete reasons, and create and modify your own delete reasons.Deleted callbacks automatically appear on the Callback Exception Report.There are a set of system-defined, default callback delete reasons. You cannot delete orrename these default callback delete reasons in the Administrator application. If you createadditional delete reasons, and then decide to delete some of them, you must have at least oneremaining delete reason.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 16-5

MAGCMSG.FMConfiguring the Desktop ApplicationsAbout Callback Retry Reasons (Callback feature only)Nur für den internen Gebrauch16.7 About Callback Retry Reasons (Callback feature only)The desktop applications provide a list of reasons from which agents can choose when retryinga callback. In the Administrator application, you can modify the description of the default retryreasons, and create and modify your own retry reasons. For each user defined reason, you canmodify:●●●The name used to identify the reasonThe description of the reason, which explains why the agent retried the callbackThe default retry intervalThere are a set of system-defined, default callback retry reasons. You cannot delete or renamethese reasons in the Administrator application. If you create additional retry reasons, and thendecided to delete some of them, you must have at least one remaining delete reason.16.8 About Callback Excluded Numbers (Callback feature only)You can create a list of possible callback excluded numbers in the Administrator application.These are the telephone numbers that are excluded from callbacks. For example, you shouldexclude emergency numbers, such as the emergency number for the police, or for theambulance.For each reason, you can define:●●The excluded numberThe description of the excluded number, which explains why the number is being excludedfrom callbacksCreate a list of all numbers that you want to exclude from callbacks.16.9 About Email Discard Reasons (Email feature only)The desktop applications provide a list of reasons from which agents can choose whendiscarding an email message. In the Administrator application, you can modify the descriptionof the default discard reasons, and create or modify your own discard reasons. For each userdefined reason, you can modify:●●The name used to identify the reasonThe description of the reason, which explains why the agent discarded the email messageThere are a set of system-defined, default email discard reasons. You cannot delete or renamethese reasons in the Administrator application.G281-0810-02, October 200316-6 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCMSG.FMConfiguring the Desktop ApplicationsConfiguring the Desktop Elements16.10 Configuring the Desktop ElementsTo configure the Desktop elements:●●●●●●●●●●Use the information in Section 16.1, “About Messages”, on page 16-1, to decide on themessages you want to create in the Administration Database.Use the information in Section 16.3, “About the ProCenter Suite Wrapup Features”, onpage 16-3, to decide on the wrapup reasons you want to create in the AdministrationDatabase.Use the information in Section 16.3, “About the ProCenter Suite Wrapup Features”, onpage 16-3, to decide on the wrapup fields you want to create in the AdministrationDatabase.Use the information in Section 16.2, “Account Codes”, on page 16-3, to decide on theaccount codes you want to create in the Administration Database.Use the information in Section 16.4, “About Unavailable Reasons”, on page 16-4, to decideon the unavailable reasons you want to create in the Administration Database.Use the information in Section 16.5, “About Work Reasons”, on page 16-5, to decide onthe work reasons you want to create in the Administration Database.Use the information in Section 16.6, “About Callback Delete Reasons (Callback featureonly)”, on page 16-5, to decide on the callback delete reasons you want to create in theAdministration Database.Use the information in Section 16.7, “About Callback Retry Reasons (Callback featureonly)”, on page 16-6, to decide on the callback retry reasons you want to create in theAdministration Database.Use the information in Section 16.8, “About Callback Excluded Numbers (Callback featureonly)”, on page 16-6, to decide on the callback excluded numbers you want to create in theAdministration Database.Use the information in Section B.7, “Email Discard Reasons”, on page B-23, to decide onthe email discard reasons you want to create in the Administration Database.Ensure that you use the relevant task list from Chapter 7, “The Configuration Process”, todetermine when you should perform these tasks.For instructions on how to create any of the above items, see the Administrator Help.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 16-7

MAGCMSG.FMConfiguring the Desktop ApplicationsConfiguring the Desktop ElementsNur für den internen GebrauchG281-0810-02, October 200316-8 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNCBX.FMConfiguring the Switch17 Configuring the SwitchThis chapter describes the following:●●●●●●Designing backup FlexRoutingConfiguring ACD routing for the basic configurationConfiguring ACD features (including end-of-shift routing and user extension forwarding)Configuring a HiPath 4000 switchConfiguring a Hicom 300 E switchConfiguring a HiPath 3000 switchYou must configure your switch for use with the ProCenter Suite. The switch provides thephysical connection from the incoming trunks to your telephone extensions.7The Re-Routing (trunk optimization) function on the HiPath 4000 switch is notsupported. Enabling this function severely affects statistical and report data.The steps you use to configure your switch for use with ProCenter depends on the type ofswitch that ProCenter is working with. See the HiPath ProCenter Installation Guide for moreinformation on the switches supported by HiPath ProCenter.You must define and configure resources in the switch before attempting to create switchresources in the Administrator application.If you require more information on configuring the ACD, see the automatic call distributionmanuals.>HiPath 4000 switch onlyRefer to the HiPath ProCenter ACD Administrator User Guide for more informationon using the ACD Administrator application to create resources on the switch.For more information on the HiPath 4000 Assistant, talk to your Siemensrepresentative.>When defining your backup routing strategy, there must be no contention betweenthe ACD routing system and the ProCenter Suite.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 17-1

MAGNCBX.FMConfiguring the SwitchDesigning Backup FlexRoutingNur für den internen Gebrauch17.1 Designing Backup FlexRoutingYou should redesign the ACD routing to reflect the call processing designed in Chapter 10,“Designing ProCenter Suite Call Processing”. At this time, you should add any new destinationACD numbers to your configuration that you created when designing ProCenter Suite initial callprocessing. You might need to create new RCGs, shift sets, ARTs, or ACD groups to reflectthese changes.Hicom 300 E and HiPath 4000 only—Make sure that any new RCGs and ACD groups have acorresponding resource domain in the Domain Configuration window.Design the new ACD Routing configuration. At this time, record the extension numbers thatProCenter Suite agents will use.17.2 Configuring ACD Routing for the Basic ConfigurationTo configure ACD routing for the Basic configuration, or the Basic configuration with PhoneMail,IVR, or Call Director processing, you need to configure the following on the switch:1. Route control groups:●●●●●One or more FlexRouting route control groups, for ACD monitoring and backup routingOne or more RésuméRouting route control groupsOne or more IVR route control groups to route calls to IVR ACD groupsOne or more IVR route control groups to route calls to IVR ACD groups (IVR APIconfigurations only)A networked route control group to route incoming, networked calls (Networked CallCenter only)2. ACD groups:●●●One or more ACD groups, for ACD monitoring and backup routingOne or more RésuméRouting ACD groups for the RésuméRouting QueuesOne or more IVR ACD groups to route calls to IVR extensions, for the Call Directorapplication>The IVR ACD groups that you create for the Call Director application store thecalls before routing them to the Call Director application. The IVR extensionsthat you create correspond to the port extensions within Call Director thatprocess the calls.●One or more IVR ACD groups to route calls to IVR extensions (IVR API configurationonly)G281-0810-02, October 200317-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNCBX.FMConfiguring the SwitchConfiguring ACD Features●A networked ACD group to route incoming, networked calls (Networked Call Centeronly)3. Add logic to existing ARTs, and configure new ARTs (if applicable).17.3 Configuring ACD FeaturesThe following sections describe ACD feature interactions that you should consider whenconfiguring the switch.17.3.1 End-of-Shift RoutingSet end-of-shift routing to No for the RésuméRouting networking ACD groups. This ensuresthat calls queued for the RésuméRouting ACD group at the end of a shift remain in the presentART, and only new calls are routed based on either, or both, time-of-day and day-of-weekrouting.17.3.2 ACD Group and Queue Status DisplaysThe ACD Group Primary Status button (ACDPS) and ACD Primary Queue button (ACDPQ),which specify Queued Calls and Age Next Call information, are not useful for actual ACDgroups. The agents, supervisors, and enterprise managers should use the Desktopapplications to view the status of calls in queue on their respective application.Use the ACD Group Secondary Status button (ACDSS) and ACD Secondary Queue button(ACDSQ) to monitor the state of the RésuméRouting ACD group, networking ACD group, andthe IVR ACD group.17.3.3 ACD Agent Logon ProceduresACD agents should follow normal logon procedures to log on to their ACD groups. Theapplication monitors the ACD groups, and starts routing ProCenter Suite calls to agents in aFlexRouting ACD group when their group has no more queued ACD calls, to avoid contention.>AutoLogon is not supported. Agents must log on to their telephones manually.AutoLogon is only supported for IVR and PhoneMail agents, and for administratorsusing the Call Director application.17.3.4 User Extension Forwarding and RequeuingThe ProCenter Suite assumes that when a call is routed to an available agent, the assignedagent will answer and handle the call. Sometimes this does not occur, when agents:G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 17-3

MAGNCBX.FMConfiguring the SwitchConfiguring ACD FeaturesNur für den internen Gebrauch●●Neglect to change the state of their ACD extension properlyLeave their station unattended7To avoid having to forward unanswered calls, you should advise your agents toplace themselves in Unavailable state before they leave their telephonesunattended.●Transfer a call to another extension (requeue)All transfers between parties at a site using the ProCenter Suite should be requeuedthrough the requeue targets. Each requeue target is a dialable number that routes the call.To handle these scenarios, you should activate Ring-No-Answer (RNA) forwarding or Busyforwarding for the user’s extensions. This means that unanswered calls, or calls that requiretransferring, can be directed to one of the following:●●●The PhoneMail SystemA non-ProCenter Suite user extensionAn ACD group for non-ProCenter Suite agents>Agent manual station forwarding is not supported. If an agent needs to relocateto another telephone set, the agent must log off the current extension and logon to the new extension.Forwarding calls to this ACD group affects what the caller hears, and should beused with caution.●A RésuméRouting ACD groupIf you forward unanswered calls to the RésuméRouting ACD group, you must set the user’sextensions for Service Out, otherwise the call might enter a loop, cycling between theextensions and the RésuméRouting ACD group. You can also forward the call to a specialDNIS that is set up to handle this type of error condition.Do not transfer calls directly to the ACD groups which contain agents that receive callsfrom the RésuméRouting ACD groups. This avoids resource contention between the ACDand the ProCenter Suite.●An ACD group that routes calls to the IVR (IVR configurations only)If an IVR extension experiences operating problems, it might still appear as Available tothe switch. To handle this condition, set the IVR extensions for Busy forward or Ring-No-Answer forward. This ensures that if an IVR extension is not operating, only one call ispresented to that extension, after which the Service Out feature sets the extension toUnavailable state. You should set IVR extensions to forward to one of the following:G281-0810-02, October 200317-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNCBX.FMConfiguring the SwitchConfiguring a HiPath 4000 Switch>Immediate call forwarding is ignored if it is configured for an agent extension, andthe call is routed from a RésuméRouting ACD group to the agent.A call can be assigned to a busy agent only when there are timing problems due tothe network. For example, an agent might pick up the telephone just as the RoutingServer assigns a call to that agent. In this case, the ProCenter Suite is unsuccessfulat moving the call to the assigned agent extension. The application continues to findthe best available agent to handle the call, based on the original call typeinformation.>If you are using a HiPath 4000 switch, you can use either RNA forwarding in theswitch (see information above), or the HiPath ProCenter Ring No Answer feature,which is configured in the Administrator application.The HiPath ProCenter Ring No Answer feature requeues calls, using the same calltype, after the maximum pending time is reached. To use the Ring No Answerfeature in a HiPath 4000 multi-node switching environment, you must disable theFNAN (forwarding no-answer networkwide) parameter in the COTs (Class ofTrunks) that are associated with the incoming trunks directing calls to HiPathProCenter.Disabling the FNAN parameter in one or more COTs in a HiPath 4000 multi-nodeconfiguration can lead to inefficient trunk usage.For more information on the HiPath ProCenter Ring No Answer feature, see Section15.4, “Telephony Settings”, on page 15-11.For more information on requeue targets, see Section 18.2.1, “Requeuing Strategy”, on page18-6.17.4 Configuring a HiPath 4000 SwitchSee the following sub-sections for information on:●●●Setting up the heartbeat mechanismAn example of ART steps to add to existing HiPath 4000 ARTsUsing an FMNQ ARTG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 17-5

MAGNCBX.FMConfiguring the SwitchConfiguring a HiPath 4000 SwitchNur für den internen Gebrauch17.4.1 Setting up the Heartbeat MechanismThe heartbeat mechanism for the HiPath 4000 switch employs the CSTA System Statusmechanism, which allows an ART to detect when an application is not present, and triggersbackup routing.When the ProCenter Suite is ready to route calls, the CSTA System Status service is sent fromthe ProCenter Suite to the switch, via CallBridge, at a regular time interval. The CSTA SystemStatus service sends a status of “normal” to the switch, to indicate that the ProCenter Suite isfunctioning.The CSTA System Status mechanism specifies where calls in an RCG are directed, in theevent of a loss of a heartbeat from an application. When the heartbeat is broken, calls currentlyin the switch, and any new calls that arrive, are routed to the heartbeat fallback number. Thecriteria used to determine a broken heartbeat are configured in the ART steps.The ProCenter Suite does not send the CSTA System Status until it is ready to route calls. Ifthe ProCenter Suite is not in a “ready” state, the system stops sending the status of the systemuntil the ProCenter Suite returns to a “ready” state.ART Steps for the Heartbeat MechanismThe Heartbeat Conditional ART step routes the call conditionally based on the age of thesystem status message. This new ART step eliminates the current conditional routing stepwhich checks the RRHBQ (RésuméRouting Heartbeat ACD group), where calls are placed bya Dialogic card. The general format of the new ART steps is as follows:ART Step Option RecommendationHeartbeat (conditional) If HEARTBEAT AGE OF is GREATER THAN THENGO TO ART STEP Route to Heartbeat (supplied)The call is routed (RTHEART) to an extensionDestinationor offsite number provided by the application inthe CSTA System Status message, in case ofapplication or link failure.Table 17-1General ART Steps for the Heartbeat Mechanism7The application name in the Heartbeat (HEARTCND) step must be uppercase. Theapplication name defined in the Telephony Settings dialog box must match theapplication name defined in the Heartbeat step, including the case.17.4.2 Example of ART Steps for HiPath 4000 SwitchTable 17-2 shows an example of the ART routing steps that you should add to your existingARTs for the HiPath 4000 switch.G281-0810-02, October 200317-6 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNCBX.FMConfiguring the SwitchConfiguring a HiPath 4000 SwitchYou need to add steps that check if the ProCenter Suite is operational. Subsequent steps routethe call to a RésuméRouting ACD group if the application is operational.>Leave at least 9 empty steps in each ART, and begin backup FlexRouting logic onstep 8. Steps 1-7 are to be used for the ProCenter Suite logic.ACD Configuration Configuration Notes SampleValueDNISShift SetUse normal Source and Destinationrouting.Define as many shift sets as needed.Type N for End-of-Shift Routing.Any validdialablenumber.16Route Control Group (RCG) Define up to a maximum of 1020. 2551. If HEARTCND is true, go to next If the ProCenter Suite is not operational 20step. If HEARTCND is false, go tostep 8.yet, use backup routing.2. Route-to-Group RRQ Queue the call in a RésuméRoutingACD group until the ProCenter Suitefinds an agent and diverts the call tothe agent’s extension.3. Route-to-Recording 2 Optional—configure as desired.4. Route-to-Music Optional—configure as desired.5. Wait 15 Wait 15 seconds. 156. If HEARTCND is true, go to nextstep. If HEARTCND is false, go tostep 8.If the ProCenter Suite is not operationalyet, use backup routing.7. GOTOSTEP 4. If the ProCenter Suite is stilloperational, continue to listen to music.8. Route-to-Group or Route-to-ID, orroute to Heartbeat fallback number(RTHEART)Table 17-2If the ProCenter Suite is notoperational, use backup FlexRouting.Basic Configuration Notes for ACD Routing PathsChanging the pulse interval in the Telephony Settings dialog box affects the HEARTCND stepin the ART. The HEARTCND step checks the time that has elapsed since the last Heartbeatmessage was received (the pulse interval), and compares it to the elapsed time in the step (inthe example above, the value is 20 seconds). If the pulse interval is greater than the elapsedG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 17-7

MAGNCBX.FMConfiguring the SwitchConfiguring a HiPath 4000 SwitchNur für den internen Gebrauchtime indicated in the step, the Heartbeat breaks when the processing of the ART moves to thestep that is specified in the HEARTCND ART step (in the example above, the processing of theART moves to step 8) instead of moving to the next incremental step in the ART.For the ART to work properly, the elapsed time in the HEARTCND step must be significantlygreater than the pulse interval. Flexibility is provided when configuring the elapsed time, so thatyou can determine which amount of time is suitable for your environment. The greater theamount of time between the pulse interval and the elapsed time, the slower the reaction timeis when the Heartbeat gets broken.The application name defined in the Telephony Settings dialog box must match theapplication name used in the HEARTCND step.17.4.3 Using an FMNQ ARTIf you are using a HiPath 4000 switch, you can create FMNQ (Forget Me Not Queuing) ARTs,to support forget-me-not queuing. A caller being processed through an FMNQ ART can be inqueue for an agent, and can also interact with the IVR at the same time. The caller’s positionin queue is maintained, even if they are interacting with the IVR.You can create both typical RésuméRouting ARTs and FMNQ ARTs. You must make sure thatthe DNIS numbers are set up correctly in each ART. Calls routed using FMNQ cannot be voiceenabled. Also, you cannot enqueue calls in an FMNQ ART.>Using the IVR API, the IVR script programmer can set an FMNQ call so that it iseither interruptible or non-interruptible. If these calls are interruptible, a customer canbe moved from an IVR to an agent extension, regardless of whether the customer isentering information into the IVR. If these calls are non-interruptible, then the routingof the call is temporarily suspended so that the caller can either:●●Enter critical information without the risk of that information being lostListen to critical information without interruptionFollowing is a typical scenario:1. An FMNQ call arrives in the FMNQ ART.2. The FMNQ call is simultaneously routed to a RésuméRouting ACD group.3. The call then ‘overflows’ to an IVR ACD group.4. The FMNQ call is then routed to either an available agent, or an available IVR port.5. Customized ART steps enable the call to move back to the IVR for further processing, ifthe call is not diverted to an available agent within a certain time interval.6. The call is diverted to the IVR with a ‘route to group’ step to an IVR ACD.G281-0810-02, October 200317-8 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNCBX.FMConfiguring the SwitchConfiguring a HiPath 4000 Switch7. While the call is connected to the IVR, the Routing Server issues a divert request, and theTelephony Server issues a consult and transfer request, to move the call from the IVR tothe specified agent extension.17.4.3.1 Example of FMNQ ART steps for HiPath 4000 switchTable 17-3 shows an example of the ART routing steps that you should create if you want toadd FMNQ ARTs for the HiPath 4000 switch.You need to add steps that check if the ProCenter Suite is operational. Subsequent steps routethe call to a RésuméRouting ACD group if the application is operational.ACD Configuration Configuration Notes SampleValueDNISShift SetUse normal Source and Destinationrouting.Define as many shift sets as needed.Type N for End-of-Shift Routing.Any validdialablenumber.16Route Control Group (RCG) Define up to a maximum of 1020. 255ART steps:Use steps 1 to 6 for ProCenter Suitelogic, and steps 8 to 24 to configurebackup FlexRouting logic.1. If HEARTCND is true, go to next If the ProCenter Suite is not operational 20step. If HEARTCND is false, go tostep 8.yet, use backup routing.2. Route-to-RésuméRouting ACD Queue the call in a RésuméRoutingACD group until the ProCenter Suitefinds an agent and diverts the call tothe agent’s extension.3. Wait 15 Wait 15 seconds 154. Route to IVR ACD Route the call to an IVR ACD.5. Route-to-Music Optional—configure as desired.6. Wait 15 Wait 15 seconds. 157. If HEARTCND is true, go to nextstep. If HEARTCND is false, go tostep 8.If the ProCenter Suite is not operationalyet, use backup routing.8. GOTOSTEP 4. If the ProCenter Suite is stilloperational, continue to listen to music.Table 17-3 Basic Configuration Notes for FMNQ ACD Routing Paths (Sheet 1 of 2)G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 17-9

MAGNCBX.FMConfiguring the SwitchConfiguring a Hicom 300 E SwitchNur für den internen GebrauchACD Configuration Configuration Notes SampleValue9. Route-to-Group or Route-to-ID, orroute to Heartbeat fallback number(RTHEART)If the ProCenter Suite is notoperational, use backup FlexRouting.Table 17-3 Basic Configuration Notes for FMNQ ACD Routing Paths (Sheet 2 of 2)7Consultation and conference calls cannot be moved from the IVR port to the agentextension.>If you are implementing FMNQ in a networked call center, make sure that your ‘Wait’step between the Route to RR ACD and Route to IVR steps contains at least tenseconds, to give the call enough time to be sent to another networked site beforebeing moved to an IVR.17.5 Configuring a Hicom 300 E SwitchSee the following sub-sections for information on:●●●●●●Setting up the heartbeat mechanismSetting up the RésuméRouting ACD groupsSetting up the networked call ACD groupAn example of ART steps for the heartbeat and for the networked call ACD groupConfiguring ACD routing for the IVR API configurationsConfiguring ART steps for use with the ACD Prompt Response Integration (APRI) feature17.5.1 Setting Up the Heartbeat MechanismYou must create a specific ‘heartbeat’ ACD group that is used to inform ACD routing tables thatthe ProCenter Suite is operational.G281-0810-02, October 200317-10 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNCBX.FMConfiguring the SwitchConfiguring a Hicom 300 E Switch>Ensure you configure a separate route control group (RCG) that the switch will useto monitor the Heartbeat ACD group. Record the number associated with this RCG.You must then create a separate switch resource for a heartbeat RCG in theAdministration Database. This RCG is also used to monitor the Heartbeat ACDgroup.The ACD group and ACD number that you configure in the switch for the heartbeatACD group and the heartbeat RCG is configured in the Administration Database aspart of the site properties. For information on configuring the site properties, seeSection 15.8, “Configuring the ProCenter Settings”, on page 15-17.The ProCenter Suite places a call to the DNIS that routes the call to an ART, which routes thecall to the Heartbeat ACD group. The call waits in queue because there are no agentsavailable. Every 30 seconds, the ProCenter Suite creates a new call that is routed to theHeartbeat ACD group, and the previous call is dropped. In this way, the Heartbeat ACD groupalways contains at least one call whose age is less than 55 seconds.Define a routing path for the Heartbeat ACD group that uses the following settings:ACD Configuration Configuration Notes Sample ValuesDNISRoute Control Group(RCG)Type 0 for audible ID. (An audible ID should 2255not be assigned.)Type N/A for ACD Limit Threshold. (All callsto this DNIS should be processed.)Assign a 24-hour, 7-days-a-week shift set. 255Shift Set Shift start time: 00:00Shift end time: 23:59Type N for End-of-Shift Routing.ARTRoute to ACD GroupWait 55DisconnectTable 17-4Route the call to the Heartbeat ACD group.Wait 55 seconds.If the ProCenter Suite has not disconnecteda heartbeat call, disconnect the call.Heartbeat Routing Path SettingsUse the following table to define the Heartbeat ACD group for the ProCenter Suite.16255G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 17-11

MAGNCBX.FMConfiguring the SwitchConfiguring a Hicom 300 E SwitchNur für den internen GebrauchACD Group Call Processing ParametersGroup NumberGroup TypeSearch MethodCall Waiting LevelsSupervisor ExtensionPrimary GroupExisting agentsCommentACD Group Report ParametersService Level ThresholdsHeartbeat ACD group17.5.2 Setting Up the RésuméRouting ACD GroupsThe RésuméRouting ACD group identifies and enqueues the calls with their call types. Whena call is matched to an agent at the site, the application diverts the call from the RésuméRoutingACD group to the agent’s extension.To vary your call types by time-of-day and day-of-week, you need to define multipleRésuméRouting ACD groups. Depending on the time of day, your RCGs and shift sets mightroute calls that have the same ANI and DNIS information, to different ACD groups. TheProCenter Suite can then assign different call types to calls that have the same ANI and DNIS,based on the RésuméRouting ACD group in which the call is enqueued.Document your RésuméRouting ACD groups. To list the RésuméRouting ACD groups, youneed to list your call types. Each call type can have its own ACD group, or you can create oneACD group for all call types.The following example shows some of YourCompany’s RésuméRouting ACD groups.AnyINFIFON/AAnyService Level Sample 255Profile-ABANProfile-ANSDDay End 23:59Table 17-5Heartbeat ACD Group DefinitionNWill be zeroHeartbeat ACD groupHeartbeat ACD group20s (default)60 (default)20 (default)G281-0810-02, October 200317-12 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNCBX.FMConfiguring the SwitchConfiguring a Hicom 300 E SwitchCall Type ACD Group Number ACD Group NameDomestic Bonds—Day 201 DOM_BND_DAYDomestic Bonds—Night 202 DOM_BND_NIGHTTable 17-6YourCompany’s RésuméRouting ACD groupsUse the following table to define the RésuméRouting ACD groups for the ProCenter Suite.ACD Group Call Processing ParametersGroup NumberGroup TypeSearch MethodCall Waiting LevelsSupv ExtnPrimary GroupExisting agentsCommentTable 17-7RRACD17.5.3 Setting up the Networked Call ACD Group (Networked CallCenter)Before reading this section, see Section 3.3.1.1, “Basic Configuration”, on page 3-4, andSection 3.4.1, “Identifying Calls Distributed from Networked Sites”, on page 3-18 to becomefamiliar with the call flow in a networked call center using the Basic configuration.The networked ACD group has no members, and is used specifically to hold incoming,networked calls. Incoming networked calls are queued to the networked ACD group with thecall type name that the originating site has identified. However, the ProCenter Suite uses thecall type properties that the destination site has defined in its Administration Database to matchthe call to the best available agent.The Networked Call Center will only function properly if you configure ACD routing to monitorthe following:AnyINFIFON/AAnyNWill be zeroRésuméRouting ACD group definitionRRQ for ACD calls●Networked ACD numbers, which are destination numbers used to receive incomingnetworked calls distributed from other sites. When a site (Site A) distributes a call toanother site (Site B), ACD routing routes the call to the networked route control group atSite B. When the call arrives in the networked route control group at Site B, the networkedACD number at Site B is released and becomes available to receive another networkedcall.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 17-13

MAGNCBX.FMConfiguring the SwitchConfiguring a Hicom 300 E SwitchNur für den internen GebrauchYour site must have one networked ACD number available for each call being distributedfrom another site at the same time. Therefore, you should configure enough networkedACD numbers to accommodate the total number of calls your site expects to receive at anyone time, from all other sites.●One networked route control group (RCG), to be used to route all incoming networked callsto the networked ACD group via shift sets and ARTs.>Although the networked ACD numbers are released when the networked callarrives in the networked route control group at Site B, the trunk lines that Site Auses to receive and then distribute the call, do not become available for newcalls until the call is completed and disconnected at Site B. To accommodatethe support required to distribute calls to other sites, each site should plan foradditional trunk cards and intersite trunk lines.●One networked ACD group, to hold all incoming networked calls. When a call arrives in thenetworked ACD group at your site, the ProCenter Suite enqueues the call with the call typename that the originating site has identified. However, ProCenter Suite call matching usesthe call type properties that your site has defined in the Administration Database.>When designing ACD routing for the networked ACD group, you must do thefollowing:●●Design ACD routing to route incoming networked calls to the networked ACDgroupConfigure the shift sets and ARTs used, so that they monitor the heartbeatstatus, as well as provide for backup FlexRoutingDocument the switch resources you need to configure in the switch and create in theAdministration Database.17.5.4 Adding New Logic to Existing RésuméRouting ACD andNetworked ARTsYou need to add steps that check if the ProCenter Suite is operational. Subsequent steps routethe call to a RésuméRouting ACD group if the application is operational.>Leave at least 9 empty steps in each ART, and begin backup FlexRouting logic onstep 8. Steps 1-6 are to be used for the ProCenter Suite logic.G281-0810-02, October 200317-14 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNCBX.FMConfiguring the SwitchConfiguring a Hicom 300 E SwitchACD Configuration Configuration Notes SampleValueDNISShift SetUse normal Source and Destinationrouting.Define as many shift sets as needed.Type N for End-of-Shift Routing.Route Control Group (RCG) Define up to a maximum of 1020. 255ART steps:Use steps 1 to 6 for ProCenter Suitelogic, and steps 8 to 24 to configurebackup FlexRouting logic.1. If RRHBQ has calls in queue < 1go to step 102. If RRHBQ has oldest call > 60 goto step 10If the ProCenter Suite is not operationalyet, use backup routing.If the ProCenter Suite is not operationalyet , use backup routing.3. Route-to-Group RRQ Queue the call in a RésuméRoutingACD group until the ProCenter Suitefinds an agent and diverts the call tothe agent’s extension.4. Wait 5 Optional—wait five seconds beforeplaying a recording, so that if an agentis available immediately, the customerdoes not hear a cut-off recordingbefore being connected with the agent.5. Route-to-Recording 2 Optional—configure as desired.6. Route-to-Music Optional—configure as desired.7. Wait 15 Wait 15 seconds.8. If RRHBQ has calls in queue < 1go to step 109. If RRHBQ has oldest call < 60 goto step 4If the ProCenter Suite is stilloperational, continue to listen to music.10. Route-to-Group or Route-to-ID If the ProCenter Suite is notoperational, use backup FlexRouting.Table 17-8Basic Configuration Notes for ACD Routing PathsAny validdialablenumber.16G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 17-15

MAGNCBX.FMConfiguring the SwitchConfiguring a Hicom 300 E SwitchNur für den internen Gebrauch17.5.5 Configuring ACD Routing for the IVR API ConfigurationsFor calls that are routed using an IVR API configuration, the IVR gathers the customer’srequirements through interaction with the customer and the business database. Afterdetermining the call type, the IVR can use either the IVR hold feature, or the ACD hold feature:●If you use the IVR hold feature, the IVR sends a command to the ProCenter Suiterequesting it to find an available agent. The ProCenter Suite lists the call as enqueued andlooks for an available match, using the call type specified by the IVR. If there is no eligibleagent available to handle the call, the call remains in the IVR. After the call is matched toan agent, the ProCenter Suite sends a command to the IVR, requesting it to transfer thecall to the assigned agent.>You cannot use the IVR hold feature to route calls to a remote networked site.●If you use the ACD Hold feature to minimize the IVR port requirements, the IVR sends acommand to the ProCenter Suite.The IVR then transfers the call to the RésuméRouting ACD group, where the call waits untilthe ProCenter Suite either assigns the call to an agent at the site, or requests that theswitch transfer the call to another networked site (Networked Call Center only).To configure the ACD for a IVR API configuration, do the following:1. Define standard ACD routing to an IVR.2. Follow the steps for the Basic configuration as explained in Section 17.5.2 on page 17-12,to set up a basic ACD configuration. The basic ACD configuration is used as the backupfor the IVR. Note that:●If some of your calls use the Basic call flow, you must configure the appropriateRésuméRouting ACD groups and ARTs for these calls.3. Configure ACD routing for the IVR.●In the ACD Hold configuration, the IVR transfers the call to the appropriate DNIS,which routes the call to the RésuméRouting ACD group. You must configureRésuméRouting ACD groups for these calls. (If you use the IVR hold featureexclusively, you do not need a RésuméRouting ACD group.) Remember that the IVR,not the telephony routing table, determines the call type. Define your shift sets andARTs to meet your requirements for unique recordings, music, and backup routing.4. Customize IVR scripts.See the HiPath ProCenter Programming Guide for details of the API function call formatsthat you must use.G281-0810-02, October 200317-16 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNCBX.FMConfiguring the SwitchConfiguring a Hicom 300 E Switch17.5.6 Configuring ART Steps for use with the ACD Prompt ResponseIntegration (APRI) FeatureThis section is applicable only if you are using the ACD Prompt Response Integration (APRI)feature with the ProCenter Suite.For information on configuring the switch for use with APRI, see the Prompt Response,Configuration Guide.Certain routing configurations should be followed when configuring the ART steps, in order toensure proper integration between the switch, the Prompt Response IVR, and the ProCenterSuite. The following table lists recommendations to follow when configuring the ART steps:ART Step Option RecommendationRoute to Group (conditional) Set this option to Yes to have the call routed toa configured ACD group before routing to theIVR.Route to Server Remain in ACD Set this option to Yes to have the call remainin the ACD queue while the customer interactswith the Prompt Response IVR.Route to ServerRoute to ServerSupplied AddressServer ReturnedValueImmediate Connect toAgent (ICA)(supplied)(conditional)Set this option to Yes so that the ProCenterSuite can divert calls that are currentlyinteracting with the Prompt Response IVR.This means that the call can immediately beconnected to an eligible agent when the agentbecomes available.Do not configure to give routing control to thePrompt Response IVR.Ensure the call stays in the ACD queue.Server Error (conditional) Do not configure any error handling (that is,keep the call in the ACD queue).Table 17-9Recommendations for Configuring ART Steps for Use with the APRI Feature(Sheet 1 of 2)G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 17-17

MAGNCBX.FMConfiguring the SwitchConfiguring a HiPath 3000 v 4.0 SwitchNur für den internen GebrauchThe following happens when a call enters the ACD group and a connection is establishedbetween a call and the Prompt Response IVR:●●If the ICA flag is set to No, the ProCenter Suite places the call in IVR Queued state.If the ICA flag is set to Yes, the application places the call in Enqueued state, and callmatching takes place in the usual manner.While in IVR Queued state, no call matching takes place, regardless of the availability of eligibleagents. However, the recording of performance statistics begins from the time the call entersthe ACD group. Due to the effect that the APRI feature might have on the routing of a call, thefollowing consequences might occur if the ICA flag is set to No:●●ART Step Option RecommendationOther recommendations:●●If you plan to set the Route to Server ART step to No, place the Prompt Response IVR“up front”, before the call enters the ACD queue. Use a second Prompt Response IVRthat has the Route to Server ART step set to Yes, to interact with the call after the callenters the ACD queue. This ends the interaction between the call and the first PromptResponse IVR before routing the call to the ACD queue.If you are using the Networked Call Center feature when configuring the ART steps, youshould leave at least two to three seconds before making the connection between the calland the Prompt Response IVR. These seconds assist the ProCenter Suite in making anynetworked routing decisions before the connection is made. If the connection is madebefore the networked routing decisions occur, the call might stay at the originating site,bypassing the networked routing process.Table 17-9Recommendations for Configuring ART Steps for Use with the APRI Feature(Sheet 2 of 2)Calls might not be assigned to eligible agents, regardless of the agent’s availability.Performance statistics could be adversely affected, particularly wait time and service levelstatistics. For example, when the interaction between a call and the Prompt Response IVRis completed and the call matching process begins, the time the call has been in queuemight have already surpassed the call type’s service level interval.17.6 Configuring a HiPath 3000 v 4.0 SwitchIn HiPath ProCenter, the Call Director application is used to play announcements and scriptsfor customers. For more information on the announcement functionality of the Call Directorapplication, see the HiPath ProCenter Call Director User Guide.If your call center is using a HiPath 3000 switch, calls are routed to a Call Destination List, whichhas one or more targets configured for the call.G281-0810-02, October 200317-18 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNCBX.FMConfiguring the SwitchConfiguring a HiPath 3000 v 4.0 SwitchCall Director Interactive ScenarioCalls arrivingfrom...DNIS numbers(call numbers)Table 17-10ConfigurationUCD 1 handles the playing of announcements for incoming calls, and defines the primary andsecondary ring cycles. UCD 1 is configured in HiPath ProCenter as an IVR ACD group.Call Director agents are logged into UCD 1.Flow1. Incoming calls are directed to UCD 1. If these calls are not handled by Call Director withinthe primary ring cycle, the call is routed to agents logged into the second target (UCD 2).2. If calls are not handled in the secondary ring cycle, they are routed to PhoneMail.3. If a Call Director agent port answers the call, then the Call Director application interactswith the caller and transfers the call to HiPath ProCenter.Call Director Announcement ScenarioCalls arrivingfromHiPathProCenter DNISnumbers (callnumbers)Table 17-11>ConfigurationTarget 1 Target 2 Target 3 Target 4UCD 1(IVR ACD group)UCD 2 PhoneMail EmptyCall Destination List for Call Director Interactive portsTarget 1 Target 2 Target 3 Target 4UCD 1(RésuméRouting UCDgroup)UCD 2(FlexRoutingUCD group)PhoneMailCall Destination List for Call Director Announcement portsEmptyThis Call Destination List configuration and flow is valid on the HiPath 3000 switch,regardless of whether or not you are using the Call Director application.HiPath ProCenter routes calls queued in UCD 1, and plays announcements for these callers.UCD 1 defines the overflow time to its maximum value. UCD 1 is configured in HiPathProCenter as a RésuméRouting ACD group.No HiPath ProCenter agents are logged into UCD 1. HiPath ProCenter agents are logged intoUCD 2.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 17-19

MAGNCBX.FMConfiguring the SwitchResource Task ListNur für den internen GebrauchFlow1. Incoming calls are directed to UCD 1. HiPath ProCenter attempts to route each call to anavailable and eligible agent, if HiPath ProCenter is operational. While callers are in queue,switch music is played, or Call Director plays announcements.2. If HiPath ProCenter is not operational, calls are immediately routed to UCD 2.>17.7 Resource Task ListFollow these steps when creating switch resources:1. Use Section 17.7.1, “Creating Resources in the Switch”, on page 17-20, to create theswitch resources on the HiPath 4000 switch.2. HiPath 4000 switch only–Use Section 20.2.2, “Creating Resource Domain Ranges”, onpage 20-3, to define HiPath ProCenter resource domain ranges using the DomainConfiguration tool within the Administrator application.3. Configure HiPath ProCenter resources in the Administrator application.4. Configure HiPath ProCenter non-resource information (for example, messages) in theAdministrator application.5. Upload the Design Database to the production environment.>If you are using Call Director to perform announcement and interactive processingsimultaneously, you must configure both an Interactive Call Destination List and anAnnouncement Call Destination List, as shown in Table 17-10 and Table 17-11above.If you upload the *_pbx.mdb Design Database (Hicom 300 E and HiPath 4000—Configuration Synchronization feature only) to the production environment, theinformation you have configured in that database file is updated in the switch.6. Restart HiPath ProCenter.7. HiPath 4000 and Hicom 300 E switches only—Resolve any Config-Sync errors using theDomain Configuration tool.17.7.1 Creating Resources in the SwitchYou must create resources in the switch for HiPath ProCenter before using the Administratorapplication to create corresponding switch resources. Ensure that you document the switchresources that you require before attempting to create them in the Administrator application.You can create the following switch resources:G281-0810-02, October 200317-20 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNCBX.FMConfiguring the SwitchResource Task List1. ACD groups.2. RésuméRouting ACD groups.3. IVR ACD groups.4. IVR ACD groups.5. FlexRouting RCGs.6. RésuméRouting RCGs.7. IVR RCGs.8. IVR RCGs.9. Agent extensions.10. IVR extensions.11. IVR extensions for every port number configured in the Call Director application, where thescript processing takes place.12. Trunk groups.13. Create the requeue targets by:a) Entering the destination ACD number. The ProCenter Suite dials this number when anagent requeues a call to this target.b) Entering a meaningful name for the requeue target, so that agents will know where todirect the call.14. Enter a fallback number, where calls can be routed if there is a problem routing callsthrough the HiPath 4000 switch. The fallback number should be configured in the SwitchResource settings.15. Enter an application ID. This ID is a unique identifier string sent to the IT Monitorapplication. The application ID should be configured in the Switch Resource settings.16. Enter a pulse interval, which is the time between System Status heartbeat requests sentto the switch. The pulse interval should be configured in the Switch Resource settings.You should only choose a pulse interval under the direction of trained service personnel.Entering an incorrect pulse interval could result in the disruption of your ProCenter service.If you are using the Networked Call Center feature, also create the following switch resources:1. Networked ACD numbers to accommodate the total number of networked calls your siteexpects to receive from all other sites at the same time.2. Networked ACD group, to receive incoming networked calls.3. Networked RCGs to assign incoming networked calls to the networked ACD group.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 17-21

MAGNCBX.FMConfiguring the SwitchResource Task ListNur für den internen GebrauchEnsure that you use the relevant task list from Chapter 7, “The Configuration Process”, todetermine when you should perform this task.For instructions on creating switch resources, see the Administrator Help.If you have the Configuration Synchronization feature, see Section 20.2.2, “Creating ResourceDomain Ranges”, on page 20-3, for information on creating the resource domain ranges.G281-0810-02, October 200317-22 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGswres.fmConfiguring the ProCenter Suite Switch ResourcesBefore Creating ProCenter Suite Switch Resources18 Configuring the ProCenter Suite SwitchResourcesThis chapter describes how to configure your ProCenter Suite switch resources.When you create these resources in the ProCenter Suite, you must make sure that (ifnecessary), corresponding resources are created in the switch.You configure ProCenter Suite switch resources to:●●●Enable the ProCenter Suite to monitor the corresponding resources on the switchConfigure the requeue extensions to which agents can requeue callsTrack sources, destinations, and trunk groups for reporting purposes18.1 Before Creating ProCenter Suite Switch ResourcesYou must do the following before creating switch resources in the Administrator application:●●Define and create the necessary resources in the switchDefine the resource domain ranges using the Domain Configuration tool in theAdministrator application (HiPath 4000 switch only)For information on tracking chat and email sources and destinations, see the appendixespertaining to those features.18.1.1 Define and Create Necessary Resources in the SwitchYou must first define and create resources in the switch for the following:●●●●●●●●●Source numbersDestination numbersTrunk groupsFlexRouting ACD groupsRésuméRouting ACD groupsIVR ACD groupsNetworked ACD groupsUser extensionsIVR extensionsG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 18-1

MAGswres.fmConfiguring the ProCenter Suite Switch ResourcesAvailable Switch Resources in the ProCenter SuiteNur für den internen Gebrauch●●●●●Requeue targetsNetworked ACD numbersRésuméRouting route control groupsIVR route control groupsNetworked route control groups (Networked Call Center feature only)Hicom 300 E switchSee your Hicom 300 E documentation for more information.HiPath 4000 switchSee the HiPath ProCenter ACD Administrator User Guide, and your HiPath 4000 Assistantdocumentation for information on creating resources in the switch.18.1.2 Configuration Synchronization Information (Hicom 300 E andHiPath 4000 switches only)If you have the Configuration Synchronization feature, you must do the following beforeconfiguring switch resources in the Administrator application:●●Define and configure switch resources in the switch (as noted in Section 18.1.1 on page18-1).Define and configure resource domain ranges in the Administrator application, using theDomain Configuration tool—Section 20.2.2, “Creating Resource Domain Ranges”, onpage 20-3.>When you install HiPath ProCenter Version 5.1 SMR B, the HiPath 4000 switch typeis automatically selected in the Telephony Settings dialog box. ConfigurationSynchronization is automatically enabled for your system, if you are on the HiPath4000 switch platform. If you are on a different switch platform, you must select your switch type in theTelephony Settings dialog box.If you have purchased the Configuration Synchronization feature, and you haveupgraded from a previous version to HiPath ProCenter Version 5.1 SMR B on theHiPath 4000 switch, you must select HiPath 4000 as the switch type to enable thefeature.18.2 Available Switch Resources in the ProCenter SuiteThe resources that you must create in the Administrator application depend upon the type ofswitch that the ProCenter Suite is working with.G281-0810-02, October 200318-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGswres.fmConfiguring the ProCenter Suite Switch ResourcesAvailable Switch Resources in the ProCenter SuiteIf the ProCenter Suite is working with a Hicom 300 E or HiPath 4000 switch, you need to createa switch resource in the Administrator application for the ACD routing settings that route callsto the ProCenter Suite.You can create the following switch resources in the Administrator application:Source numbersTrack telephony calls, based on their ANI number. Each telephony ACD call that getsassociated with a tracked telephony source will contribute to the source's statistics so long asthe source remains in the call, the call remains an ACD call, the call does not end, and the calldoes not go out of scope.Destination numbersTrack telephony calls, based on their DNIS number. Each telephony ACD call that getsassociated with a tracked telephony destination will contribute to the source’s statistics so longas the source remains in the call, the call remains an ACD call, the call does not end, and thecall does not go out of scope.Trunk groupsTrack trunk groups configured on the switch. For reporting purposes, you specify the trunkgroups to monitor, and ProCenter uses information obtained from the T-Server to accumulatetrunk group statistics. ProCenter generates 15-minute statistical reports for each monitoredtrunk group.>For more information on tracking source and destination numbers and trunk groups,see the Administrator Help.The collection of trunk group statistics is not supported in the HiPath 3000 switch.ACD groupsEvery ProCenter Suite agent must be assigned to an ACD group for backup routing purposes.The ProCenter Suite needs to monitor each ACD group, as well as ACD groups used to routecalls to an IVR. ACD groups hold enqueued calls.If you are using the Networked Call Center feature, you must also create a networked ACDgroup, to monitor the ACD group that specifically holds incoming networked calls. Thenetworked ACD group is also referred to as the networked call queue.Each ACD group must have a unique number between 1 and 255—it cannot have the samenumber as another ACD group.You can create the following ACD groups:FlexRouting ACD groupsA type of ACD group used for backup purposes.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 18-3

MAGswres.fmConfiguring the ProCenter Suite Switch ResourcesAvailable Switch Resources in the ProCenter SuiteNur für den internen GebrauchRésuméRouting ACD groupsRésuméRouting ACD groups are ACD groups that have no agents assigned to them (alsoreferred to as RésuméRouting Queues). RésuméRouting ACD groups:●●Are monitored for incoming callsStore calls until the Routing Server either connects these calls to an agent, ordistributes the call to another networked site (Networked Call Center only)You must create a corresponding resource in the switch for every ACD group.IVR ACD groups (IVR API configurations only)IVR ACD groups are ACD groups that routes calls to IVR extensions.Networked ACD Group (Networked Call Center only)The networked ACD group is a type of ACD group that has no members, and is usedspecifically to hold incoming networked calls (also referred to as a networked call queue).>If you are not using a HiPath 4000 switch, you must also create an ACD groupfor the heartbeat queue. However, the ACD group is configured in theAdministrator application as part of the site properties. For information onconfiguring the site properties, see Section 15.8, “Configuring the ProCenterSettings”, on page 15-17.Dialable NumbersThe ProCenter Suite needs to monitor the dialable numbers that were previously configured inthe switch for ProCenter Suite use, or IVR use. Each dialable number must be unique amongother dialable numbers.You can create the following dialable numbers in the Administrator application:User extensionsNumbers associated with ProCenter extensions, so that the application can monitor thestatus of the lines. When agents log on, they must select the extension number at theirworkstation so that the application can monitor the proper extensions.IVR extensionsNumbers associated with IVR extensions. You must create a resource for every extensionused by an IVR, so that the ProCenter Suite can monitor the status of calls that the IVR ishandling.Requeue TargetsA target to which agents can requeue a call, if the customer requests to speak to anotheragent at the end of a call. For more information, see Section 18.2.1, “Requeuing Strategy”,on page 18-6.G281-0810-02, October 200318-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGswres.fmConfiguring the ProCenter Suite Switch ResourcesAvailable Switch Resources in the ProCenter SuiteNetworked ACD Numbers (Networked Call Center only)Networked ACD numbers are destination ACD numbers that facilitate the transfer of callsdistributed from one site to another. Your site must have one networked ACD numberavailable, to receive each networked call being distributed from another site.When a call arrives in networked ACD group (also referred to as a networked call queue)at your site, the networked ACD number is released and becomes available to receiveanother networked call. Therefore, you should create enough networked ACD numbers toaccommodate the total number of networked calls you expect your site to receive at anyone time.For more information on how the ProCenter Suite uses networked ACD numbers whentransferring calls between networked sites, see Section 3.4.1, “Identifying Calls Distributedfrom Networked Sites”, on page 3-18.>Although the networked ACD number is released as soon as the call arrives atthe networked route control group, the trunk lines that the originating site usesto receive and then distribute the networked call, do not become available fornew calls until the call is completed and disconnected at your site. Toaccommodate the support required to distribute calls to other sites, each siteshould plan for additional trunk cards and intersite trunk lines.Route Control Groups (RCGs)RCGs are part of the ACD routing configuration in the switch that assigns calls from a particularACD number to an ACD group, via shift sets and ACD routing tables (ARTs).Each RCG is defined by a unique number between 1 and 1020—it cannot have the samenumber as another RCG.You can create the following RCGs:RésuméRouting Route Control GroupsRésuméRouting route control groups are part of the ACD routing configuration in theswitch that assigns calls from a particular ACD number to a RésuméRouting ACD group,via shift sets and ARTs.IVR Route Control Groups (IVR API configurations only)IVR route control groups are part of the ACD routing configuration in the switch thatassigns calls from a particular ACD number to an IVR ACD group, via shift sets and ARTs.Networked Route Control Group (Networked Call Center only)The networked route control group is part of the ACD routing configuration in the switchthat is used specifically to receive incoming networked calls. The networked route controlgroup assigns incoming networked calls to the networked ACD group via shift sets andARTs.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 18-5

MAGswres.fmConfiguring the ProCenter Suite Switch ResourcesAvailable Switch Resources in the ProCenter SuiteNur für den internen Gebrauch>Ensure you configure your shift sets and ARTs to route the designated networkedACD numbers from the networked route control group to the networked ACD group(rather than to a RésuméRouting ACD group). Also, in addition to configuring theshift sets and ARTs used to route networked ACD numbers to the networked ACDgroup, you should configure the shift sets and ARTs to monitor the heartbeatqueue, and to provide for backup FlexRouting.18.2.1 Requeuing StrategyWhen an agent completes a call, the customer might want to talk to another agent about asecond issue. The agent can then requeue the call to a requeue target. The supported requeuetargets depend on the type of switch that HiPath ProCenter is working with.The requeue target can route a call to:●●●A ProCenter Suite agent extension or a non-ProCenter Suite user extensionA PhoneMail system, an IVR system, or Call DirectorA RésuméRouting ACD group>If you are using the Networked Call Center feature, and an agent requeues a callback to a RésuméRouting ACD group, the application might determine thatnetworked routing is required and consequently distribute the call to anotherparticipating site.Agents can use the ProCenter Suite more effectively if you create requeue targets thatcorrespond to call processing options that are already configured. A requeue target is a nameassociated with a destination ACD number. When an agent wants to requeue a call using oneof the Desktop applications, the agent chooses the name of the requeue target and theapplication dials the destination ACD number.You should create requeue targets in the Administrator application for every call type defined inyour configuration.●If you use the Basic configuration, you can create a requeue target for every call type. Therequeue target is a dialable number for an existing destination ACD number, which isassociated with the call type. The existing destination ACD number routes the call to aRésuméRouting ACD group, where the call can be identified by its ANI, DNIS and ACDgroup information.G281-0810-02, October 200318-6 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGswres.fmConfiguring the ProCenter Suite Switch ResourcesAvailable Switch Resources in the ProCenter Suite>If you use ANI information to identify calls, you might want to create a newdestination ACD number for each call type to route requeued calls to aRésuméRouting ACD group. Create an entry in your telephony routing tablethat identifies this call based on the ANI, DNIS and ACD group information, andassign the proper call type to the call. If you use a custom routing function,ensure it identifies the requeued call from the ANI, DNIS and ACD information.The ANI number associated with a requeued call is the ANI of the originalcustomer.You might want to create a separate RésuméRouting ACD group to handleinternally requeued calls, so that you can use ACD reports to track the numberof requeued calls.●If you use a IVR API configuration, you can:– Create a destination ACD number as a requeue target for each IVR selection thatroutes calls to a RésuméRouting ACD group. Create an entry in your telephony routingtable that identifies this call and assigns the same routing options as the IVR’s callnotification. Finally, create a requeue extension that dials the destination ACD number.– Create requeue targets for each call type. For each call type, create a destination ACDnumber that routes calls to a RésuméRouting ACD group. Create an entry in yourtelephony routing table that identifies this call, and assigns the proper call type to thecall. Finally, create a requeue extension that dials the destination ACD number.An agent can requeue a call using all the routing options available in your configuration. Forexample, agent Jackson receives a “Domestic Stocks” call. At the end of the call, the customerdecides to talk to someone about mutual funds, so agent Jackson requeues the call to “MutualFunds,” which dials the destination ACD number 5173.>For each requeue target, ensure the switch is configured to route the call to theappropriate destination.In your telephony routing table, add an entry with a corresponding DNIS number foreachdestination ACD number dialed by your requeue targets. The ANI of internallyrequeued calls is the ANI of the original customer.If you use different destination numbers in your telephony routing table to routerequeued calls, compared to destination numbers used to route externallyoriginating calls, you can specify different routing options for requeued calls than forcalls that originate externally. For example, a requeued call might have an initialpriority of 75, whereas a call that originates externally might have an initial priorityof 25.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 18-7

MAGswres.fmConfiguring the ProCenter Suite Switch ResourcesAvailable Switch Resources in the ProCenter SuiteNur für den internen GebrauchG281-0810-02, October 200318-8 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCNCC.FMConfiguring the Network Settings (Hicom 300 or HiPathAbout the Network Settings19 Configuring the Network Settings (Hicom 300 orHiPath 4000 switches only)This chapter describes:●●●Enabling your site to participate in the networked call centerEnabling the Virtual Multi-Site featureThe settings that your site uses to participate in the networked call center. The networksettings are:– Acceptance settings– Distribution settings●●How to use performance statistics in the network settingsHow to use these network settings to configure your sites for participation in the networkedcall centerFor conceptual information on the Networked Call Center feature, including the conditions foraccepting and distributing calls, see Chapter 5, “Introducing the Networked Call CenterFeature”.>For information on configuring shift start times in the networked call center, seeSection 15.2.6, “Resetting the Real-Time Statistics and the Shifts for Your Site”, onpage 15-9.Callbacks, chat calls, and email messages cannot be distributed to other sites.19.1 About the Network SettingsYou will use the network settings to configure your site’s participation in the networked callcenter, and to enable or disable the Virtual Multi-Site feature.19.1.1 Participating in the Networked Call CenterConfigure the network settings so that you can manually control whether your site is currentlyparticipating in the networked call center. Your site can accept incoming calls from, or distributecalls to, other networked sites only while your site is participating.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 19-1

MAGCNCC.FMConfiguring the Network Settings (Hicom 300 or HiPath 4000 switches only)Configuring the Distribution SettingsNur für den19.1.2 Enabling the Virtual Multi-Site FeatureIf your site is participating in the networked call center, selecting the Virtual Multi-Site optionensures that all calls, regardless of the number of available and eligible agents at the local site,are considered for network routing based on the local site’s distribution criteria.19.2 Configuring the Distribution SettingsYou configure the distribution settings to define the criteria that determine if your site distributesa call that requires networked routing. If the call does require networked routing, the distributionsettings must determine which site handles the call. Each method is based on a differentobjective for distributing calls that require networked routing. You can use one of the followingdistribution methods for your calls:Best Performing SiteThis method distributes a call to the site that is currently best able to handle the call, based onselected performance criteria.If you select the Best Performing Site method, you must:●●Select the option you want to use to determine the best site.Configure the required settings.You must select an option to define the performance criteria that is used to determine the bestsite, according to your routing objectives. For more information on the options available for theBest Performing Site method, see Section 5.5.1, “Best Performing Site”, on page 5-4.Preferred SiteThis method distributes a call to a particular (that is, preferred) site.If you select the Preferred Site method, you must:●●●Arrange the order of preferred sites.Select the site performance statistic you want to use, and enter a threshold value for theselected statistic.Configure the required settings.For more information on the Preferred Site method, Section 5.5.2, “Preferred Site”, on page 5-9.For instructions on configuring the distribution settings, see the Administrator Help.19.3 Configuring the Acceptance SettingsYou configure the acceptance settings to define the criteria that must be met before your sitewill accept calls from other participating sites. You can:G281-0810-02, October 200319-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

MAGCNCC.FMNur für den internen Gebrauch Configuring the Network Settings (Hicom 300 or HiPath 4000Using Performance Statistics in the Network Settings●Configure the global setting for the minimum number of agents who must be logged on andbe eligible for any of the steps of the call type, before your site accepts calls of this call typefrom other sites.>You can enter a value for the global setting, and override the global setting forspecific call types. For example, you might enter a value of 2 for the globalsetting.However, due to a greater volume of calls of the Foreign_Stocks call type, youmight enter a value of 4 for this call type. Before your site accepts calls of theForeign_Stocks call type, there must be at least four agents who are logged onand eligible for any steps of the Foreign_Stocks call type.●Use the optional criteria to select a site performance statistic (for example, estimated waittime) and to enter a corresponding threshold value. Your site's performance for theselected statistic must be better than the specified threshold before your site will acceptcalls.For more information on the conditions for accepting calls, see Section 5.6, “About theConditions for Accepting a Call”, on page 5-10. For more information on using performancestatistics in the acceptance and distribution settings, see Section 19.4, “Using PerformanceStatistics in the Network Settings”, on page 19-3.For instructions on configuring the acceptance settings, see the Administrator Help.19.4 Using Performance Statistics in the Network SettingsAccepting and distributing calls throughout a networked call center according to your routingobjectives requires an accurate and timely measurement of each site’s current performancesituation. This is required to accurately determine when one site should start off-loading work(according to its distribution settings) and when another site is able to accept an additional load(according to its acceptance settings).19.4.1 Estimated Wait Time Performance StatisticThe estimated wait time statistic is the most responsive to changes in performance. Theestimated wait time statistic also tends to provide a more accurate measurement of a site’scurrent performance. This statistic reflects the arrival of calls in queue for a specific call type,and attempts to predict the amount of time it will take to service a call of the call type.The estimated wait time for a specific call type varies depending on the number of agents whoare eligible to handle the call type. Where there are fewer eligible agents handling the call type,the estimated wait time varies greatly at different times; where there are many eligible agents,the estimated wait time is more stable throughout the day.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 19-3

MAGCNCC.FMConfiguring the Network Settings (Hicom 300 or HiPath 4000 switches only)Using Performance Statistics in the Network SettingsNur für denTherefore, a small site using a threshold value of 60 seconds for the estimated wait timestatistic might achieve the same estimated wait time target of 20 seconds as achieved by alarge site using a threshold value of 25 seconds. Keep in mind that if you set your thresholdvalue so that you distribute all calls whose estimated wait time for the call type is less than yourtarget value, your end-of-day performance will likely be much lower than your target19.4.2 Average Wait Time and Service Level Performance StatisticsTraditional performance statistics such as average wait time and service level are not as usefulfor making networked routing decisions. They are only useful for measuring historicalperformance. The service level is calculated on the last 24 calls for each call type.For example, for the acceptance and distribution decisions, service level statistics arecalculated based on the number of calls that are enqueued calls within 15-minute intervals.Historically based statistics can cause a “lag-time effect”, resulting in an untimely measurementof a site’s current performance situation (for example, a sudden increase in the number of callsin queue). Using inappropriate performance statistics in the acceptance and distributionsettings can have significant adverse effects on the overall performance of a networked callcenter.The estimated service level statistic might also provide you with good results—particularly foryour acceptance criteria because the acceptance criteria is based on site performance ratherthan call type performance. However, it does not react as quickly to a site’s current situation asreliably as estimated wait time. The estimated service level statistic attempts to predict thepercentage of incoming calls that are likely to be handled within the service level interval.19.4.3 Correlating Your Acceptance and Distribution CriteriaIf you are using performance statistics in both your acceptance and distribution criteria, youshould correlate your acceptance criteria with your distribution criteria—so that your sitenormally does not accept calls at the same time your site distributes calls to other sites.To correlate your acceptance criteria with your distribution criteria:●●Set your distribution criteria first, followed by your acceptance criteria. If you are using thePreferred Site method, keep in mind that if your site places itself first in the preferred siteorder, your site must meet its own distribution criteria before your site handles its ownincoming calls that require networked routing.Set the threshold values for the selected statistic, relative to each other in the acceptanceand distribution criteria.G281-0810-02, October 200319-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

MAGCNCC.FMNur für den internen Gebrauch Configuring the Network Settings (Hicom 300 or HiPath 4000Creating the Networked Sites>Before setting the threshold values for performance statistics in either theacceptance or distribution settings, monitor your performance statisticswhile operating as a single-site call center (that is, while not participating inthe networked call center). Doing so should provide you with a starting pointfor setting threshold values for the performance statistics in youracceptance or distribution settings.For example, your site is using the estimated wait time statistic in both the acceptance anddistribution criteria. You are using the Call Type Performance or Agent Utilization optionof the Best Performing Site method and have specified a threshold value of 60 seconds.In the acceptance criteria, you might specify a threshold value to 40 seconds. This meansthat your site will distribute a call if the estimated wait time for the call type is more than 60seconds, and your site will accept a call only if the estimated wait time at your site is lessthan 40 seconds.Setting Threshold Values for Performance StatisticsWhen selecting a performance statistic for the acceptance or distribution criteria, you alsospecify a corresponding threshold value (some exceptions apply).However, whether the actual performance statistic to which the criteria is applied is consideredbetter or worse than the specified threshold, depends on the selected statistic:●●When using the service level or estimated service level statistic, the actual performancestatistic being compared must be higher than the specified threshold value to beconsidered better.When using the average wait time, estimated wait time, or calls in queue statistic, theactual performance statistic being compared must be lower than the specified thresholdvalue to be considered better.19.5 Creating the Networked SitesYou need to create the networked sites and define their properties in the AdministrationDatabase so that the Networked Call Center feature functions properly.>It is imperative that you enter the information for each site correctly so that your sitecan communicate with the other sites.Use the import data function to leverage data in existing files, by importingnetworked site data. For more information on importing data, see Chapter 23,“Importing Data”.You need to compile the following information to begin creating your networked site:●Name of each siteG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 19-5

MAGCNCC.FMConfiguring the Network Settings (Hicom 300 or HiPath 4000 switches only)Creating the Networked SitesNur für den●●●●Machine name on which the site's Administration Server residesPort number used by the site's Administration ServerDialing prefix required to dial the siteName and phone number of a contact person at the siteThe Administrator application can use this information to:●●Distribute calls to the networked sites.Access the networked site’s Administration Databases. Certain personnel from your sitemight be authorized to access another site’s Administration Database. When you create anetworked site, the Administrator application provides a quick way to log on to the site’sdatabase.>The personnel from your site can only access another site’s AdministrationDatabase if that particular agent has been created in the site’s AdministrationDatabase.●●Exchange performance statistics among networked sites.Identify each site, and indicate each site’s status, when displaying site information in theEnterprise Manager application.Ensure that you use the relevant task list from Chapter 7, “The Configuration Process”, todetermine when you should perform this task.For more information on the networked sites, see Section 5.2, “About the Networked Sites”, onpage 5-2.G281-0810-02, October 200319-6 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGconfsync.fmDesigning the HiPath ProCenter Resource Domain20 Designing the HiPath ProCenter Resource DomainThe Configuration Synchronization feature detects and flags differences in resourceconfiguration between HiPath ProCenter and the switch. It writes detected errors to a viewableConfiguration Synchronization Error Log, and propagates the resource updates made in theswitch to HiPath ProCenter.Configuration Synchronization allows HiPath ProCenter components and the switch to shareconfiguration information for the following sets of resources:●●●●●UsersACD groupsACD extensionsRoute control groupsTrunk groupsHiPath ProCenter monitors the switch event stream for notification of configuration changes toa supported resource within the HiPath ProCenter resource domain. When it detects aconfiguration change, it automatically propagates details of the change to the HiPathProCenter Administration Database.First, you define and configure resources in the switch. Then, in the Administrator application,you define the ranges of resources, within the resource domain, whose configurationinformation is to be synchronized with the resources on the switch.The Config-Sync Server manages the synchronization-specific communication between theHiPath ProCenter and the switch. You use the Administrator application to configure the HiPathProCenter details required by the Config-Sync Server. You use the HiPath ProCenter StartupConfiguration application or the IT Monitor application to provide details of communication withthe switch.Enabling and disabling of the Config-Sync Server is handled from the IT Monitor application.On startup, HiPath ProCenter ensures that its configuration information for monitoredresources is synchronized with that of the switch.7Before importing any agent data or routing table data, make sure that the associateduser IDs, FlexRouting ACD Groups, or RésuméRouting ACD Groups fall within aresource domain range that was previously defined in the Administrator application.The Configuration Synchronization feature does not allow for the configuration ofresources outside the HiPath ProCenter resource domain.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 20-1

MAGconfsync.fmDesigning the HiPath ProCenter Resource DomainSynchronization of Resource Domain NamesNur für den internen Gebrauch20.1 Synchronization of Resource Domain NamesUpon initialization or mass synchronization, the Config-Sync Server detects configurationsynchronizationerrors. You must resolve these errors. After HiPath ProCenter is operational,synchronization is performed whenever switch changes occur.Resource names are synchronized in three situations:●●●Initialization of the resourcesMass synchronization of the resourcesUser dynamic updates of the resourcesThe synchronization of resource names upon initialization or mass synchronization isexplained in Table 20-1:If the following is true inHiPath ProCenterresource with a name existsresource without a nameexistsresource with a name existsresource does not existTable 20-1and the following is true inACD Administratorsame resource with a nameexistssame resource with a nameexistssame resource without aname existsresource with or without aname existsInitialization or Mass Synchronization of resourcesthis occurs in HiPathProCenterresource name unchangedresource name updatedresource name unchangedname synchronization notpossibleThe synchronization of resource names when a resource is updated is explained in Table 20-2:If the following is true inHiPath ProCenterresource with a name existsresource without a nameexistsresource without a nameexistsTable 20-2and the following is true inACD Administratorsame resource with a nameexistssame resource with a nameaddedsame resource is given anameresource with a name addedresource without a nameaddedUser Dynamic Updates of Resourcesthis occurs in HiPathProCenterresource name unchangedresource name updatedresource name updatedresource with a name addedresource without a nameaddedG281-0810-02, October 200320-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGconfsync.fmDesigning the HiPath ProCenter Resource DomainWorking With the Resource Domain20.2 Working With the Resource DomainYou can use the Domain Configuration tool in the Administrator application to create, modify,and delete items within the resource domain.20.2.1 Domain Configuration WindowYou use the Domain Configuration window in the Administrator application to view or edit(add, delete, modify) the resource ranges associated with the HiPath ProCenter resourcedomain.Resources are automatically created in HiPath ProCenter when you create a range in theProduction mode.Figure 20-1Domain Configuration window20.2.2 Creating Resource Domain Ranges7Creating and modifying resource domain ranges can have a significant impact onresources configured in HiPath ProCenter. Plan your modifications and deletionscarefully.The process of creating HiPath ProCenter resource domain ranges requires that you:●Work with the Switch Administrator to determine which switch resources will be used byHiPath ProCenterG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 20-3

MAGconfsync.fmDesigning the HiPath ProCenter Resource DomainWorking With the Resource DomainNur für den internen Gebrauch>You use the ACD Administrator application to configure these resources in theswitch. See the HiPath ProCenter ACD Administrator User Guide and Help formore information.●●●List these resources according to their switch resource type (users, ACD groups, ACDextensions, Route Control Groups, trunk groups)List the resources associated with a switch resource type in terms of compatible HiPathProCenter resource types (for example, a switch ACD extension must be created in HiPathProCenter as an agent extension or an IVR extension)Use the Domain Configuration window to create HiPath ProCenter resource domainranges>Only the Master Administrator can create and modify ranges in the DomainConfiguration window. All other users can only view the resource domain rangeinformation.Define the names and range numbers for your resource domain. The names and rangenumbers you define for your resource domain ranges should correspond to the resources youcreated in Section 17.7, “Resource Task List”, on page 17-20:1. Create agent extension range(s).2. Create IVR extension range(s).3. Create FlexRouting ACD group range(s).4. Create RésuméRouting ACD group range(s).5. Create networked ACD group range(s).6. Create IVR ACD group range(s).7. Create FlexRouting route control group (RCG) range(s).8. Create RésuméRouting RCG range(s).9. Create networked RCG range(s).10. Create IVR RCG range(s).11. Create reporting trunk group range(s).12. Create Basic agent user range(s).13. Create agent user range(s).14. Create supervisor user range(s).15. Create enterprise manager user range(s).G281-0810-02, October 200320-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGconfsync.fmDesigning the HiPath ProCenter Resource DomainWorking With the Resource DomainThe creation of the HiPath ProCenter resource domain may depend, in part, on what resourcesalready exist in the switch. You can view all the switch resource data alongside the DomainConfiguration window if the Administrator application is in one of the following modes:●●Production modeDesign mode, and connected to a Design Database that was previously saved fromProduction.20.2.3 Modifying a Resource Domain RangeWhen you modify a resource domain range in the Domain Configuration window byincreasing the range, similar resources are automatically created in HiPath ProCenter.You can only decrease the domain range if you delete the previously existing resources thatbelong in that range.This creation or deletion of resources only happens if the resources already exist in the switch.If you are modifying resource domain ranges while in Production mode, you are connected tothe switch, and can therefore determine which resources exist in the switch.If you are modifying resource domain ranges while in Design mode, you can only determinewhich resources exist in the switch if you have already downloaded the switch information intoits own database (*_pbx.mdb. See Section 22.6.1, “Design Database for the ConfigurationSynchronization Feature”, on page 22-12).To modify a range, double-click the range in the Domain Configuration window, modify thenecessary information, and save your changes.20.2.4 Deleting a Resource Domain RangeYou can only delete a resource domain range in the Domain Configuration window if youhave previously deleted the existing resources within that range. The resource is not deletedin the switch.If you are deleting resource domain ranges while in Production mode, you are connected to theswitch, and can therefore determine which resources exist in the switch.If you are deleting resource domain ranges while in Design mode, you can only determinewhich resources exist in the switch if you have already downloaded the switch information.To delete a resource domain, right-click the range in the Domain Configuration window. Youare prompted to confirm the deletion of the range.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 20-5

MAGconfsync.fmDesigning the HiPath ProCenter Resource DomainConfig-Sync Error LogNur für den internen Gebrauch20.2.5 Unused ValuesWhen you create a switch resource in the Administrator application (including users), you canonly enter a value for that resource that has not already been used. For example, if you arealready using 135790 as an agent ID, you cannot use that number when you create anotheragent.When you create a switch resource, you can view the available values in the Unused RangeValues dialog box. Figure 20-2 shows the Unused Range Values dialog box for the userextension switch resource.Figure 20-2Unused User Extension Range Values dialog boxYou use a number within the displayed range values to assign a value to the switch resource.20.3 Config-Sync Error LogThe Config-Sync Error Log displays all the configuration synchronization errors that have beendetected or generated since the ProCenter Service started. The following types of errors aredisplayed:To display the Error Log, right-click an agent or non-agent (route control group, ACD group,ACD extension, trunk group) resource that is in any of the following states:IconDescriptionSync Error—A resource exists in ProCenter, but not in the switch.Sync Error*—A resource exists within the switch, but not in ProCenter.G281-0810-02, October 200320-6 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGconfsync.fmDesigning the HiPath ProCenter Resource DomainConfig-Sync Error LogConfig Error—The Config Error state can be a result of any one of the followingconditions:●●●An agent resource is defined in ProCenter and the switch, but the ACD groupassociated with the agent resource in the switch does not lie within ProCenter’sresource domainAn agent resource is defined in ProCenter and the switch, but the ACD groupassociated with the agent resource in the switch does not match the ProCenterRésuméRouting ACD groupAn agent resource is defined in ProCenter and the switch, but the agent’sautowork setting is configured in both HiPath ProCenter and the switch20.3.1 Config-Sync Error Log windowThe Config-Sync Error Log window displays an entry for each resource in a Config-Sync statethat has an outstanding error.Figure 20-3Config-Sync Error Log windowIconDescriptionView the details of the selected config-sync error entry.Invoke a mass synchronization.Print the current config-sync error details.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 20-7

MAGconfsync.fmDesigning the HiPath ProCenter Resource DomainConfig-Sync Error LogNur für den internen GebrauchUse the What’s This help.Open the Help topic for this window.20.3.2 Sync Error Details windowThe Sync Error Details window displays the details for that error. You can click the arrows inthe toolbar to view other errors for that particular agent or resource within the resource domain.The details you can view are:●●●●●The ID of the agent or resource associated with the config-sync errorThe date when the config-sync error occurredThe error typeThe error number, used for problem escalationA description of the config-sync error, with hints on how to resolve the problemFigure 20-4User Sync Error Details windowIconDescriptionView the details of the previous config-sync error entry.View the details of the next config-sync error entry.Print the current config-sync error details.Use the What’s This help.Open the Help topic for this window.G281-0810-02, October 200320-8 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGconfsync.fmDesigning the HiPath ProCenter Resource DomainConfiguration States20.4 Configuration StatesStates that apply to most resources are:●●●ActiveSync ErrorSync Error*States that apply only to agents are:●●●Config ErrorIncompleteInactiveYou can view configuration states for an agent in the Users folder in the Administratorapplication. The states are:●●●Active—indicates that the agent or non-agent resource is properly configuredInactive—agent resource has no media types configured in the Administrator application.Agents that are Inactive do not exist in the switch.Incomplete—indicates that there are no skills configured for the agent in the AdministratorapplicationIncomplete agents cannot receive contacts until skills are defined for the agents in theAdministrator application.●Config Error—indicates that the agent is configured in ProCenter, and one of the followingconditions is true:– The agent’s associated ACD group, as defined on the switch, does not lie within theProCenter resource domain– The agent’s associated ACD group, as defined on the switch, does not match itsassociated ACD group as configured in ProCenter.– Autowork has been configured in ProCenter, and in the switch.20.5 Mass SynchronizationYou can perform a mass synchronization of all resources within the Config-Sync Error Log.Performing this mass synchronization ensures that the information within the Config-Sync ErrorLog is up to date.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 20-9

MAGconfsync.fmDesigning the HiPath ProCenter Resource DomainUser Switch PropertiesNur für den internen GebrauchThe Administrator application is unavailable while the mass synchronization takes place.Anyone using the Administrator application at that time receives a warning message, indicatingthat the application will be unavailable until after the mass synchronization is finished.Mass synchronization should only take place during a period of low call volume, to minimize theimpact on productivity.20.6 User Switch PropertiesThe User Switch Properties dialog box accessed from the Media tab of the User Propertiesdialog box is a COM server that interfaces with the PBX Server to do the following:●●Retrieve agent information from the switchAdd, delete, or modify agents in the switchInitialization with the switch occurs when the Config-Sync Server is running on the HiPathProCenter Server machine. You can only access the User Switch Properties dialog box if youhave selected either the Telephony or Callback media type option for an agent.The following may occur when you update the user properties:●●●Agent is deleted from the switch if you clear the Telephony or Callback media type optionsAgent is added to the switch if you select the Telephony or Callback media type optionsModify switch settings, based on what you configure in the User Switch Properties dialogboxThe following may occur if you delete an agent:●●The user is removed from the PBX switch resourcesThe resource is removed from the Config-Sync Database, only in Design modeThe length of the agent ID is verified against one in the switch.The interface displays:●●●●The agent ID you selectedThe name of the ACD group you selectedThe number of the ACD group you selectedThe ACD group type, either Incoming or Phonemail.You can select an autologon extension for the agent. The agent is then automatically logged onin the switch, and available to accept calls.G281-0810-02, October 200320-10 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGconfsync.fmDesigning the HiPath ProCenter Resource DomainUser Switch PropertiesYou can enable the agent for autowork, for either an indefinite time (until cancelled by theagent), or for the number of seconds you specify. This autowork is not to be confused with theAutowork permission you configure for agents working with a Desktop application. Theautowork option in the User Switch Properties dialog box applies to the switch only.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 20-11

MAGconfsync.fmDesigning the HiPath ProCenter Resource DomainUser Switch PropertiesNur für den internen GebrauchG281-0810-02, October 200320-12 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGPCNFG.FMPart 3Configuring the AdministratorApplicationG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide

MAGPCNFG.FMNur für den internen GebrauchG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCSTRT.FMAbout the Administrator ApplicationThe HiPath ProCenter Administrator Window21 About the Administrator ApplicationThis chapter describes:●●●●The HiPath ProCenter Administrator windowMulti-language support, so that you can select the language in which you want theapplication and Help to be displayedThe Visual Editor, which you use to perform various Administrator application tasks, usingan interface that visually displays Administrator Database informationThe Administrator Help, which contains conceptual, reference, and task-relatedinformation>You need to install the Administrator application on a workstation or server machinebefore you can start configuring the Administration Database. For instructions, seethe HiPath ProCenter Installation Guide.21.1 The HiPath ProCenter Administrator WindowYou use the HiPath ProCenter Administrator window to navigate through a system of foldersto find items in your configuration. For example, your agents are grouped in the Users folder,and your call types are grouped under their media type Call Types folder. Figure 21-1 showsan expanded view of the HiPath ProCenter Administrator window.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 21-1

MAGCSTRT.FMAbout the Administrator ApplicationThe HiPath ProCenter Administrator WindowNur für den internen GebrauchFigure 21-1HiPath ProCenter Administrator WindowThe HiPath ProCenter Administrator window contains two panels: the folder list (left panel)and the items list (right panel). When you open a folder (left panel), its contents appear in theitems list. Therefore, the items list shows the items contained in the selected folder.You can use the mouse to move the bar between the panels to change the width of the panels.To display the contents of a folder in the folder list, select the folder. Icons are associated withthe folders as follows:IconDescriptionRepresents a closed folder, which can contain items or other folders. Selectthe icon to display its contents in the items list.Represents an open folder. Its contents appear in the items list.Represents a folder that contains other folders. To expand the list and displaythe folders, click the plus sign.Represents a folder that is expanded. To collapse the list, click the minussign.You use the HiPath ProCenter Administrator window to navigate through the folders, andview or modify items in your configuration. Each item in a folder represents a record in eitherthe Design Database or Production Database that you can view or edit.G281-0810-02, October 200321-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCSTRT.FMAbout the Administrator ApplicationSelecting a LanguageUse the menus and menu commands to:●●●●●●●●Open and save databasesStart other ProCenter Suite applicationsLog on to another site’s Production Database (Networked Call Center only)Access the editing commandsChange the view settingsAccess tools, such as the validate database functionChange the language in which the application and Administrator Help are displayedAccess the Visual Editor Help and the Administrator HelpThe HiPath ProCenter Administrator window also provides a toolbar to quickly access manyof the menu commands, and a status bar to provide information about your databaseconnection.21.2 Selecting a LanguageIf you are using the I.M. version of the ProCenter Suite, you can select the language in whichyou want the application and Help to be displayed. The change in language takes effect thenext time you start the application.For more information on selecting a language, see the Help.21.3 Using a Design Database for ConfigurationWhen you start the Administrator application, you need to open a Design Database for yourinitial configuration. You use the Administrator application to edit a Design Database on astandalone workstationUse this Design Database to:●●●Configure the Administration Database before installing the network and the ProCenterservers, or before changing your ACD routing settings in the switchRun simulations for your configuration before using the database in production (if you areusing the Simulator application)Validate your configuration to check for, and resolve, any inconsistencies in theconfiguration that could have an adverse effect on your site’s performanceFor detailed instructions on configuring a Design Database on a standalone workstation, seeChapter 22, “Setting Up the Administration Database”.You need to log on to the Design Database as the Master Administrator.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 21-3

MAGCSTRT.FMAbout the Administrator ApplicationUsing the Visual EditorNur für den internen Gebrauch>You should change the Master Administrator’s password when you first log on to theAdministrator application to prevent unauthorized access to your configuration.For instructions on changing an agents’ password, see the Administrator Help.For more information on the Master Administrator and the special permissions the MasterAdministrator has, see Section 6.1, “About the Master Administrator”, on page 6-1.21.4 Using the Visual EditorThe Visual Editor is a component of the Administrator application. From the Visual Editor, youcan view and modify information for all media. The tab displayed depends upon the mediafolder you have selected in the left pane of the Administrator window.You use the Visual Editor to display certain properties of the Administration Databaseinformation in an organized selection of columns. You can add, remove, copy, and displayrelationships between items within the Visual Editor window. See Figure 21-2 for howrelationships between telephony items are displayed. Information in the Visual Editor isupdated dynamically in the database in the same way it is in the Administrator application.Figure 21-2Visual Editor windowUse the Visual Editor to do the following:●Add, copy, delete, view, and modify the properties of certain items in the database (if youhave the proper permission).G281-0810-02, October 200321-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCSTRT.FMAbout the Administrator ApplicationCopying Call Types and Routing Entries●●●Modify the properties of items by using the drag-and-drop feature to drag one item toanother item. For example, you can move a skill to an agent to add the skill to the agents’résumé.Show the relationships between selected items. For example, you can show all the agentswho are eligible for a selected call type.Validate possible inconsistencies in the Administration Database. For example, you cansearch for agents who have no skills in their résumé.For more information on the Visual Editor and how to display and access information using theVisual Editor, see the Administrator Help.21.5 Copying Call Types and Routing EntriesYou can copy the properties of an existing call type or routing entry from one media type toanother.21.6 Using the HelpThe Administrator application provides an online Help system that contains conceptual,reference, and task-related information. This section:●●●●Describes the different types of help topics availableDescribes the ways in which you can access the HelpDescribes how you can obtain more information through links in the HelpProvides step-by-step instructions for using the table of contents and the index of the Help21.6.1 Types of Help TopicsYou can get help using several methods. Each method is listed below, with an example.●Task help provides step-by-step instructions for completing a task. Figure 21-3 shows anexample of a task topic. On the Help menu, click Using Help to open the Help topicsdialog box. From here, you can search for a topic through the table of contents, index, orthe search feature provided by the Help.You can also click Contents and Index on the Help menu, to open the Index directly.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 21-5

MAGCSTRT.FMAbout the Administrator ApplicationUsing the HelpNur für den internen GebrauchFigure 21-3Task HelpUse the Help index or keyword list to locate task help.●Reference Help describes the purpose and function of the concept, window, or dialog box.To find information, click Help in a dialog box to learn about the functionality. Figure 21-4shows an example of a reference topic.Figure 21-4Reference Help● What’s This? help provides a brief description about window or dialog box items. Figure 21-5 shows an example of a What’s This? help topic. Click the What’s This? button, then selectan item in the window or dialog box to display What’s This? Help for the item. You can alsoposition the mouse pointer over the item, then press F1.G281-0810-02, October 200321-6 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCSTRT.FMAbout the Administrator ApplicationUsing the HelpFigure 21-5What’s This? Help●A Glossary topic includes terms and definitions. Review the definition for a term inProCenter by clicking the Glossary button on any help topic. Figure 21-6 shows an exampleof a Glossary topic. Glossary topics appear when you click a Glossary link in theAdministrator Help. Links within the Glossary topic text link to other Glossary definitions.Figure 21-6Glossary Help21.6.2 Using the Table of Contents to Search for TopicsYou can search for topics using the table of contents of the Administrator Help. To search for atopic, look through the books in the Contents tab of the Help Topics window. The bookscontain reference and task topics, as well as conceptual topics about the windows, tabs, anddialog boxes in the application. Look for conceptual and reference topics in the Overview orAbout books. For conceptual information about the purpose and function of a window or dialogbox, look in the Windows in the Application book. For task topics, look in the How to book.If this guide refers to a specific Help topic name, you can search for the topic in the table ofcontents.For example, to search for the Administrator Help topic entitled, Creating or updating an agent:1. Open the Contents tab of the Help Topics window.2. Double-click the ProCenter Administrator book.3. Double-click the How to book, double-click the Work with the Administrator applicationbook, and then double-click the Work with agents book (see Figure 21-7).G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 21-7

MAGCSTRT.FMAbout the Administrator ApplicationUsing the HelpNur für den internen GebrauchFigure 21-7Contents Tab of Help Topics Window4. Select Creating or updating an agent, and choose the Display button that appears. Thetopic appears.21.6.3 Using the Index to Search for TopicsYou can search for topics using the index of the Administrator Help. To search for a topic, typea word in the Index tab of the Help Topics window. The Help searches for topics associatedwith the index entry you typed.For example, to search for the Administrator Help topic entitled, Creating or updating an agent:1. Open the Index tab of the Help Topics window.2. Type the search text in the text box. As you type, the list scrolls to the first entry thatmatches the text that you typed. In this case, type agents. Figure 21-8 shows the Helptopic dialog box, displaying topics associated with the search text typed in the text box.G281-0810-02, October 200321-8 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCSTRT.FMAbout the Administrator ApplicationUsing the HelpFigure 21-8Index Tab of Help Topics Window3. Select the entry, creating, under agents, and click Display. If the index finds oneassociated topic, the help topic appears.If the index finds more than one associated topic, the Topics Found dialog box appears,as shown in Figure 21-9, with a list of topics that refer to creating agents. Select the topicyou want to view, and click Display.Figure 21-9Topics Found Dialog BoxG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 21-9

MAGCSTRT.FMAbout the Administrator ApplicationUsing the HelpNur für den internen GebrauchG281-0810-02, October 200321-10 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCCRDB.FMSetting Up the Administration DatabaseSetting Up the Administration Database22 Setting Up the Administration DatabaseThis chapter describes how to use the Administrator application to set up the AdministrationDatabase on a standalone workstation. This setup is based on the:●Task lists from Chapter 7, “The Configuration Process”This chapter describes how to:●●●●●●●Activate features for a new siteCreate ProCenter ServersValidate the Administration DatabaseActivate features for the Production DatabasePut the Design Database into productionSave a Design Database over the Production DatabaseMake changes to the Production Database22.1 Setting Up the Administration DatabaseTo set up the Administration Database correctly, you must have completed the following:1. Activated the features for your new site.For more information, see Section 22.2, “Activating Features for Your Site”, on page 22-3.2. Configured existing ProCenter Servers, and add additional ProCenter Servers if needed.For more information, see Section 22.3, “Creating ProCenter Servers”, on page 22-6.3. Configured the system settings as follows:●●●●●●●●Routing settingsStatistics settingsGeneral settingsDesktop settingsTelephony settingsCallback settings (Callback feature only)Chat settings (Chat feature only)Email settings (Email feature only)G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 22-1

MAGCCRDB.FMSetting Up the Administration DatabaseSetting Up the Administration DatabaseNur für den internen Gebrauch4. Created the following:●●●●●●●●●●●Switch resourcesSkillsAgentsCall requirements (RésuméRouting Advanced only)DepartmentsCall typesAggregatesThe routing table (if you use the routing table in your configuration)Business Rules Routing flow diagrams (if you use Business Rules Routing in yourconfiguration)Call center schedulesBusiness Rules Routing schedules (if using Business Rules Routing)For information on creating these items, see the relevant chapters.5. Configured the Desktop application features.You determined this information in Chapter 16, “Configuring the Desktop Applications”.6. Configured the network settings (Networked Call Center only).For more information, see Chapter 19, “Configuring the Network Settings (Hicom 300 orHiPath 4000 switches only)”.7. Validated the Administration Database.For more information, see Section 22.4, “Validating the Administration Database”, on page22-6.8. Activated the features for the Production Database.For more information, see Section 22.2, “Activating Features for Your Site”, on page 22-3.9. Put the Design Database into production.For more information, see Section 22.2, “Activating Features for Your Site”, on page 22-3.10. Saved the Design Database over the Production Database.For more information, see Section 22.5, “Saving the Design Database over the ProductionDatabase”, on page 22-8.G281-0810-02, October 200322-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCCRDB.FMSetting Up the Administration DatabaseActivating Features for Your Site22.2 Activating Features for Your SiteThe ProCenter Suite comes with a set of basic features. To activate these features, or add newfeatures to an existing ProCenter Suite installation, you use the ProCenter System InstallationDiskette (SID).If you are working with an Entry level package of HiPath ProCenter, and want to activatefeatures that are considered Standard or Advanced level, talk to your Siemens contact personto purchase these new features, and obtain the necessary SID diskette.For more information on the specific features, see the HiPath ProCenter Overview Guide.To see the list of currently activated features, click About HiPath ProCenter Administratoron the Help menu in the HiPath ProCenter Administrator window.22.2.1 Activating Features for a New ProCenter Suite InstallationIf you are creating the initial configuration of your site on a standalone workstation, you need to:1. Activate the features for the Design Database that you are using to create the initialconfiguration.For instructions on activating features for the Design Database, see the AdministratorHelp.2. Complete the initial configuration of your site, using the Design Database.3. Complete the installation procedures as described in the HiPath ProCenter InstallationGuide.4. Activate the features for the Production Database before copying the configurationinformation from the Design Database to the Production Database, as described in theHiPath ProCenter Installation Guide.5. Copy the Design Database over the Production Database. For more information, seeSection 22.5, “Saving the Design Database over the Production Database”, on page 22-8.22.2.2 Adding New Features to an Existing ProCenter Suite InstallationYou must connect to the Production Database to add new features to an existing installation.After you add new features, you might need to use the Administrator application to configurethe new features. For step-by-step instructions on activating features for an existinginstallation, see Section 22.2.1, “Activating Features for a New ProCenter Suite Installation”, onpage 22-3.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 22-3

MAGCCRDB.FMSetting Up the Administration DatabaseActivating Features for Your SiteNur für den internen Gebrauch>You can use each SID diskette to activate features for only one ProCenter Suiteinstallation. If you create a new, empty Design Database, you will be able to useonly the basic features (new, empty Design Databases are not considered part ofthe original ProCenter Suite installation).To add new ProCenter Suite SID features for an existing installation:1. Start the Administrator application and log on to the Production Database.For instructions, see the Administrator Help.2. Choose Activate Features from the Tools menu. A message prompts you to insert theProCenter System Installation Disk (SID) in drive A..>The application verifies that the system identification number (ID) of the SIDdiskette matches the system ID of your site. If the ID numbers do not match, theapplication displays a message informing you that the new features cannot beactivated and that you should contact your System Administrator.3. Place the disk in drive A, and choose OK.The Feature Activation dialog box appears, displaying the following:●●●The current features in your installation.The features to be added to your ProCenter Suite configuration.The system ID number of your site and of the SID disk. These numbers must matchfor the activation process to work.G281-0810-02, October 200322-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCCRDB.FMSetting Up the Administration DatabaseActivating Features for Your SiteFigure 22-1Feature Activation Dialog Box4. Choose OK to activate the features. A message confirms that the features have beeninstalled correctly.5. Choose OK..>After you add new features, you might need to use the Administrator application toconfigure the new features for your site.For information on activating features for your Design Databases, see theAdministrator Help.If you need to use the Administrator application to save the Production Database toa Design Database, or save a Design Database to the Production Database, ensureyour Windows 2000 user ID has access to the shared data location on theProCenter Server machine. The shared data location is specified in the GeneralSettings dialog box. See your network administrator to ensure your user ID isproperly configured.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 22-5

MAGCCRDB.FMSetting Up the Administration DatabaseCreating ProCenter ServersNur für den internen Gebrauch22.3 Creating ProCenter Servers>The creation of additional ProCenter is typically performed by Siemens personnel.Ensure that you have no ambiguous or duplicate server names, and that the server namescontain a maximum of 16 alphanumeric characters. For each ProCenter server listed in theInstallation Guide Configuration Decisions Worksheet, create a server in the AdministrationDatabase. You need to specify the name and address of each server.>You can only create the following servers if you have the appropriate features:●●●●●●●Networking Server—Networked Call Center featureCallback Server—Callback featureEmail Server—Email featureWeb Collaboration Server–Chat featureCentral Administration Server—Networked Call Center feature and centralreportingCentral Statistics Server—Networked Call Center feature and central reportingConfig-Sync Server—Configuration Synchronization featureFor instructions on creating the ProCenter servers, see the Administrator Help.22.4 Validating the Administration DatabaseWhen you have completed the design configuration of the Administration Database, you canuse the Administrator application to perform a validation of the Administration Database—tocheck for any possible inconsistencies in its configuration, which could have an adverse effecton your site’s performance. You can then view the properties of each item for which theapplication has found a possible inconsistency to determine the course of action required, ifany, to resolve the inconsistency.>If your site is managing the Central Reporting Server machine, you must create theCentral Administration Server and the Central Statistics Server in order for theseservers to be monitored by the IT Monitor application.You can validate the Administration Database only if you are logged on as theMaster Administrator.G281-0810-02, October 200322-6 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCCRDB.FMSetting Up the Administration DatabaseValidating the Administration DatabaseYou can use the Administrator application to select the type of item for which you want toperform a validation. For example, you can check for any call types that are not used in therouting table. Figure 22-2 shows the General tab of the Validate Database dialog box, in whichyou select the items that you want to validate.Figure 22-2Validate Database dialog boxWhen you perform a validation, if the application finds at least one possible inconsistency, theSearch Results tab appears. (If no possible inconsistencies are found, a confirmationmessage appears.) Use the Search Results tab to expand the folders to display the individualitems for which the application has found at least one possible inconsistency (as shown inFigure 22-3).G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 22-7

MAGCCRDB.FMSetting Up the Administration DatabaseSaving the Design Database over the Production DatabaseNur für den internen GebrauchFigure 22-3Search Results Tab of the Validate Database dialog boxDouble-clicking an item opens its properties dialog box. View the properties of the item todetermine the course of action required.You can:●●●Close the item's dialog box without making any changes.Update the item.Return focus to the ProCenter Administrator window. (You do not have to close theValidate Database dialog box.) You can then delete the item, or make any necessarychanges to a relevant item to resolve the inconsistency. For example, to add a call type tothe routing table, you must create or update a routing entry.You can repeat the validation process until you are satisfied with your database configuration.For instructions on validating the database, see the Administrator Help.22.5 Saving the Design Database over the Production DatabaseBefore putting your configuration into production by saving the Design Database over theProduction Database, you need to complete the following:●●●The installation of the network and the ProCenter Suite softwareThe configuration of the ACD routing for the ProCenter SuiteThe configuration of the Design DatabaseG281-0810-02, October 200322-8 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCCRDB.FMSetting Up the Administration DatabaseSaving the Design Database over the Production DatabaseAfter you have completed the configuration of the Design Database, you must copy the DesignDatabase to the Production Database.For information on installing the Production Database (the production copy of theAdministration Database) to the ProCenter Server machine, see the HiPath ProCenterInstallation Guide.To put a Design Database into production you need the following information:●●●The Master Administrator passwordThe machine name of the server machine, on which the Administration Server is installedThe port number used by the Administration Server for communication>Complete the following steps to put the Design Database into production.1. Start the Administrator application and save the Design Database over the ProductionDatabase by doing the following:a) Open a Command Prompt window.b) Change the path to match the directory where the Administrator application is installed(typically d:\rrserver).c) At the command prompt, type:tagmain -WorkingWithDatabasesThe Administrator application starts, with only the Administration Server and Confi-Sync Server running.>Before putting the ProCenter Suite into production, you might want to run asimulation to preview the expected performance based on your designconfiguration, and to adjust your configuration settings based on the simulationresults. For more information on using the Simulator, see the HiPath ProCenterSimulator User Guide.You cannot save the Design Database over the Production Database if you startthe Administrator application without the -WorkingWithDatabase parameter.After saving the Design Database over the Production Database, you must stopand restart the Adminitrator application without the -WorkingWithDatabaseparameter.d) Select the Connect to a Design Database option.e) In the Design Database File Name text box, enter the path and file name of theDesign Database you created in the pre-installation planning phase.f) In the Agent list, select the Master Administrator. Click OK to log on as the MasterAdministrator.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 22-9

MAGCCRDB.FMSetting Up the Administration DatabaseSaving the Design Database over the Production DatabaseNur für den internen Gebrauch7Before uploading the Design Database to the Production Database, you need to:●●●Verify that features in the Design Database have been activated.Ensure the Design Database and the Production Database are located inthe same shared drive location. Also, ensure your Windows 2000 user IDhas access to the shared data location on the ProCenter Server machine.The shared data location is specified in the General Settings dialog box. Seeyour network administrator to ensure your user ID is properly configured.Ensure you have created the ProCenter servers in the Design Database,using the same machine names and assigned port numbers as thoseassigned to the ProCenter servers during installation.g) On the File menu, click Save Database As.The Save Database dialog box appears.h) Select the Save to the Production Database option.i) Ensure the Administration Server address and your local address are correct and clickOK.j) In the Password text box, type password to gain access to the Production Database,and then click OK. A message appears, indicating that the application is saving thedatabase.This may take a while if the database if you have a large database.k) Click OK. A message appears, indicating that this action will change the ProductionDatabase.l) Click Yes. A message appears, asking if you want to save the Design Database overthe Production Database.m) Click Yes. A message appears, indicating that the Design Database was savedsuccessfully. You are advised to shut down HiPath ProCenter services and close allHiPath ProCenter applications.n) Click OK. A message appears, asking if you would like to stay connected to theProduction Database.o) Click No.p) Close the Administrator application and stop the HiPath ProCenter services andapplications, as requested in step m.2. Reboot your system.3. Ensure that the ProCenter servers are restarted by doing the following:G281-0810-02, October 200322-10 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCCRDB.FMSetting Up the Administration DatabaseMaking Changes to the Production Databasea) In the Start menu, click Settings, and then click Control Panel.b) Double-click the Administrative Tools icon, and then double-click the Services icon.The Services window opens.c) In the Service list, double-click ProCenter.The ProCenter Properties dialog box appears.d) Ensure the Automatic startup type option is selected, and click OK.e) Click Start Service arrow in the toolbar to start the servers.You can now restart the Administrator application to view or edit the new data in the ProductionDatabase.>The Production Database now contains the current information for yourconfiguration, including the current Master Administrator password. The defaultMaster Administrator password is replaced by the password assigned in the DesignDatabase.When you save the Design Database over the Production Database, theadministration audit trail is reset. For more information on the administration auditinformation, see Section 15.2, “Statistics Settings”, on page 15-3.22.6 Making Changes to the Production DatabaseTo make minor changes to the Production Database, you can use the Administrator applicationto edit the Production Database directly, from any workstation on your system network. Thechanges to the Production Database are immediately used by the ProCenter Suite.However, to make major changes, you might not want the application to use the new databefore you can validate its configuration, or simulate its effect on your site’s performance. Tomake major changes to your configuration (for example, maintenance upgrades), you cancomplete the necessary changes on a Design Database, offline—without affecting theoperations at your site. You might want to use a Design Database to do the following:●●●●●●Review your call typesChange your call routingValidate your database configurationTest your changes using the Simulator application, before implementing the configurationin day-to-day operationsImplement major changes based on validation or simulation resultsImplement changes to the switch, using the *_pbx.mdb file (Configuration Synchronization)G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 22-11

MAGCCRDB.FMSetting Up the Administration DatabaseMaking Changes to the Production DatabaseNur für den internen GebrauchTo make your changes on a Design Database, first save a new copy of the Production Databaseonto a separate workstation to ensure you are using the latest data. When saving the database,you should lock the Production Database to prevent others from making changes to thedatabase while you are reviewing the Design Database.For more information on locking the database, see Section 6.1, “About the MasterAdministrator”, on page 6-1.When you are finished making changes to the Design Database, you can copy the DesignDatabase to the Production Database. For more information, see Section 22.5, “Saving theDesign Database over the Production Database”Figure 22-4 shows the process of making changes to the Production Database.ProCenter server PCProductionDatabase(3) Copy the Designdatabase over theProduction databasewhen the changes arecompleted.(1) Save the Productiondatabase as a designdatabase on a localworkstation. Lock theProduction Database.DesignDatabaseDesktop PC(2) Make changes to the Design databasewhile the Production database is locked.Use the Simulator to test the changes.Figure 22-4Process of Making Changes to the Production Database22.6.1 Design Database for the Configuration Synchronization FeatureYou can use the Administrator application to download switch data from the ProductionDatabase to the Design Database. This data is stored in a separate database from the originalDesign Database, with a suffix of *_pbx.mdb. The original Design Database file and the switchdatabase file are created simultaneously.G281-0810-02, October 200322-12 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCCRDB.FMSetting Up the Administration DatabaseMaking Changes to the Production DatabaseThe *_pbx.mdb file contains switch related information, such as autologon extensions, and theAutowork setting for each agent. You can use the *_pbx.mdb file to:●●●Use the resource information in the switch Design Database to facilitate the designprocess. You can use the switch resource information to define appropriate resourcedomain ranges in the Administrator application’s Domain Configuration Tool.Upload information you have configured in the *_pbx.mdb file to the switch when you createa new Production Database, so that the Production Database can access the new switchinformation.View resources that are automatically created when you create or extend a resourcedomain range via the Administrator application’s Domain Configuration Tool, if thatresource already exists in the downloaded switch data.You must install and configure the HiPath ProCenter Server machine to the point where theProCenter Service can start the Administration Server and the Config-Sync Server. You canjust start the Administration and Config-Sync Servers by entering the following startupparameter for the ProCenter service:WorkingWithDatabasesYou must also be able to start the Administrator application either on the HiPath ProCenterServer machine, or a client workstation.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 22-13

MAGCCRDB.FMSetting Up the Administration DatabaseMaking Changes to the Production DatabaseNur für den internen GebrauchG281-0810-02, October 200322-14 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCIMPT.FMImporting Data23 Importing DataThis chapter describes how to use the Administrator application to import special text files thatcontain configuration or simulation information. The import data function leverages data inexisting databases, while reducing data entry efforts. Before you can import the data, you mustensure the source files conform to the file specifications for the type of data that you want toimport.You can import data from the following external sources:●●Agent data from ACD filesRouting table data from ACD files>The Open Database Access (ODBA) feature queries the ACD AgentConfiguration table in the ACD server application database. You can then importthe data into HiPath ProCenter. ODBA is a SID-enabled feature of the ACDserver application available on Hicom 300 E Version 3.0, and Hicom 300 E CS,Version 6.5 and 6.6.The HiPath 4000 switch does not support ODBA.●●●●●Load allocation data (for simulation) from ProCenter Suite reportsAgent schedule data (for simulation) from an external sourceXML agent schedule data (for simulation) from Blue PumpkinNetworked site data (Networked Call Center only)Callback data from text file>The callback data is extracted from a database file that you create, into a textfile. The callbacks listed in this text file are enqueued by the Callback Server tothe ProCenter Suite every five minutes.Only the Master Administrator can import data. To ensure that the imported file meets therequirements of the file formats accepted by the Administration Database, use a spreadsheetor text editor to modify the file.7Before importing any agent data or routing table data, make sure that the associateduser IDs, FlexRouting ACD Groups, or RésuméRouting ACD Groups fall within aresource domain range that was previously defined in the Administrator application.The Configuration Synchronization feature does not allow for the configuration ofresources outside the HiPath ProCenter resource domain.For more information on importing each type of data, see the following sections.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 23-1

MAGCIMPT.FMImporting DataImporting Agent DataNur für den internen GebrauchFor instructions on importing data, see the Administrator Help.23.1 Importing Agent DataTo make it easier to create agents in your Administration Database, you can import agentinformation from the ACD server application databases of your existing site. You can use ACDserver application database queries to export the agent information to a file.The ACD server application databases contain the following information, which can be used inthe Administration Database:●●The name of each agentThe FlexRouting ACD group of each agent (to be used as the FlexRouting ACD group inthe ProCenter Suite)The Open Database Access (ODBA) feature queries the ACD Agent Configuration table in theACD server application database, so you can then import it into the ProCenter Suite. TheODBA feature is a SID-enabled feature of the ACD server application available on Hicom 300EVersion 3.0, and Hicom 300E CS, Version 6.5 and 6.6. The following table shows therelationship between the ProCenter Suite data and the ODBA data (in the ACD AgentConfiguration View).ODBA ColumnNameData Type NullsAllowed?Description- - - The name of the site doesnot exist in the ACD serverapplication database.agent_id integer no The agent ID of the agent,used as the index for theACD Agent Configurationtable.ProCenter SuiteField NamesitenameuserIDagent_name char(10) yes The agent’s name. userfirstname +userlastnamegrp_no integer yes The number of the ACD acdgroupnumgroup to which the agentbelongs.comment char(24) yes A comment or a descriptionof the agent.commentTable 23-1ODBA and ProCenter Suite DataFor more information on the OBDA feature, consult your Siemens sales representative.G281-0810-02, October 200323-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCIMPT.FMImporting DataImporting Routing Table DataAfter you extract the information from the ACD server application databases, you can also adda comment or description about each agent. You need to use a spreadsheet program or texteditor to ensure the file contains a list of records separated by a carriage return (one record oneach line in the file). There must be one record for each agent, and each record must containthe following fields, in the same order:●●●●●●The agent’s first name (up to 30 alphanumeric characters)The agent’s last name (up to 35 alphanumeric characters)The agent’s ID (up to 8 numeric characters)The number of the agent’s backup FlexRouting ACD group—this ACD group must alreadybe configured as an ACD group in the database (up to 32 numeric characters)A comment about the agent (up to 250 alphanumeric characters)The name of the agent’s siteAll fields in the file must be separated by the same character (delimiter). The delimiter must beone of the following:● A comma (,)● A semi-colon (;)● A pipe symbol (|)You can use a string delimiter to surround all the fields in the file. If you use a string delimiter,the delimiter must be one of the following:● A single-quotation mark (‘)● A double-quotation mark (“)After you prepare the data file for importing, you can use the Administrator application to importthe information to the Administration Database.23.2 Importing Routing Table DataTo make it easier to create the telephony routing table in your Administration Database, youcan import routing information from the ACD server application databases of your existing site.You can use ACD server application database queries to export the routing information to a file.The ACD server application databases contain the following information, which is used in theAdministration Database:●●●ANI numbers of your callersDNIS numbers in your ACD configurationThe RésuméRouting ACD groups in your ACD configurationG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 23-3

MAGCIMPT.FMImporting DataImporting Routing Table DataNur für den internen GebrauchFor more information on the ODBA feature, which exports information from the ACD serverapplication database, consult your Siemens sales representative.After you extract the information from the ACD server application databases, you can use aspreadsheet program or text editor to adjust the information to match the telephony routingtable format. Each record in the file will become an entry in the telephony routing table.Therefore, for each combination of ANI, DNIS, and RésuméRouting ACD group, you need tospecify the same routing parameters specified by the telephony routing table.For more information on the routing parameters or how the telephony routing table works, seeSection 10.3, “Planning and Designing Your Telephony Routing Table”, on page 10-6.When editing the file, ensure the file contains a list of records separated by a carriage return(one record on each line in the file). There must be one record for each unique combination ofANI, DNIS, and RésuméRouting ACD group. Each record must contain the following fields, inthe same order:●●●●●The name of the site (up to 16 alphanumeric characters).The ANI of the routing entry (up to 32 numeric characters).The DNIS of the routing entry (up to 32 numeric characters).The RésuméRouting ACD group of the routing entry—this ACD group must already beconfigured as an ACD group in the database (up to 32 numeric characters).The name of the call type for calls using the routing entry (up to 16 alphanumericcharacters). The name must be identical to the name of a call type that exists in thedatabase. Any routing entries that refer to call types that do not exist are discarded whenyou try to import the file.● The initial priority of calls using the routing entry (from 0 to 100).●●●●●The caption of calls using the routing entry (up to 100 alphanumeric characters).The call data information for calls using the routing entry (up to 1000 alphanumericcharacters).The DDE information for calls using the routing entry (up to 1000 alphanumericcharacters).The ID of the agent for whom to reserve the call, if you want to specify the reserve option.If you do not want to specify the reserve option, ensure this field is null. The ID must beidentical to the ID of an existing agent in the database, and can contain up to 8 numericcharacters.The amount of time for which to reserve the call, if you want to specify the reserve option.If you do not want to specify the reserve option, ensure this field is null. The amount of timemust be specified in seconds, from 0 to 3600.G281-0810-02, October 200323-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCIMPT.FMImporting DataImporting Load Allocation DataAll fields in the file must be separated by the same character (delimiter). The delimiter must beone of the following:● A comma (,)● A semi-colon (;)● A pipe symbol (|)You can use a string delimiter to surround all the strings in the file (all the fields in the file arestrings, except for the initial priority and the reserve time fields). If you use a string delimiter,the delimiter must be one of the following:● A single-quotation mark (‘)● A double-quotation mark (“)Once you prepare the data file for importing, you can use the Administrator application to importthe information to the Administration Database.23.3 Importing Load Allocation DataIf you are using the Call-by-Call Reporting feature, you can create load allocation data to beused in your simulations by importing actual call load information, generated from your Call-by-Call data. Use the Reporter application’s Load Allocation Data template to generate a reportshowing the number of calls received for each 15-minute period of the day (that is, 00:00,00:15, 00:30... 23:45), and the load allocation for your call types.>The Avg Work Time value cannot be calculated from the Call-by-Call data, but isestimated using the Avg Talk Time value. The Avg Work Time for a call type isestimated as 15 percent of the Avg Talk Time for that call type. If required, you canchange the Avg Work Time value in your load profile before running a simulation.To import the data to the Administration Database, you must export the data from the Reporterapplication in standard text file format.After you prepare the text file for importing, you can use the Administrator application to importthe information to the Administration Database.23.4 Understanding Blue Pumpkin SchedulesSchedules in Blue Pumpkin are structured differently than schedules in ProCenter. When datais imported from a Blue Pumpkin machine to a ProCenter machine, for use with the Simulatorapplication, the structure of the imported Blue Pumpkin data changes slightly to accommodatethe structure of the ProCenter schedule.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 23-5

MAGCIMPT.FMImporting DataImporting Networked Site DataNur für den internen Gebrauch●●Blue Pumpkin uses very specific events to describe when agents are unavailable. WhenProCenter imports data from Blue Pumpkin that contains a specific event, such as anappointment or a meeting, that event becomes a general ProCenter 'break' or 'off' event.Blue Pumpkin schedules can contain events that use very short amounts of time, such asfive minutes. The smallest chunk of time available in ProCenter is fifteen minutes.Consequently, data imported from Blue Pumpkin to ProCenter is displayed in ProCenter infifteen minute increments.● Blue Pumpkin events can overlap. For example, an agent is unavailable from 12-12:30p.m. because of a 'lunch break' event. That same agent also has a 'meeting' event,scheduled from 12:15 - 1 p.m. When this event is imported to ProCenter, the two eventsare displayed in the XML file as one continuous event, with a description of either 'break'or 'off'.23.4.1 Importing Agent Schedule DataIf you are using the Call-by-Call Reporting feature, you can use the Administrator applicationto import and save the agent schedules. You can then use the agent schedules in yoursimulations. The following is a suggested procedure for importing agent schedule data:1. Use the Reporter application’s Agent Schedule Data template to produce, save, and exportthe call history data in a file format that your scheduling and skills-based product requires.2. Import the file to Blue Pumpkin.3. Use Blue Pumpkin to experiment with different agent schedules, and produce one or moreagent schedules that you want to use in your simulations.4. Use your scheduling and skills-based product to export the agent schedules in standardtext file format.5. After you prepare the data file for importing, use the Administrator application to import theinformation to the Administration Database.23.4.2 Importing XML Agent Schedule DataYou can use the Administrator application to import and save agent schedules that aregenerated in an XML format. XML is the protocol used for transferring data between BluePumpkin and HiPath ProCenter. You can then use the agent schedules in your simulations.23.5 Importing Networked Site DataIf you are using the Networked Call Center feature, you can easily create the networked sitesin your call center by importing a previously saved text file containing the properties of thenetworked sites. All of the networked sites can use the same copy of the text file; using aG281-0810-02, October 200323-6 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCIMPT.FMImporting DataImporting Callback Dataspreadsheet or text editor, ensure you delete the record for your own site before importing yourcopy of the file to the Administration Database. If you are using a text file that is shared amongsites, use the spreadsheet or text editor to also ensure the dialing prefixes required to dial eachsite from your site are correct.There must be one record for each networked site, and each record must contain the followingfields, in the same order:●●●●●●The name of the site (up to 16 alphanumeric characters)The machine name of the site's Administration Server (up to 128 alphanumeric characters)The port number of the machine on which the site's Administration Server is installed (upto four numeric characters)The dialing prefix required to dial the site (up to 15 numeric characters, with no spaces ordashes)The name of a contact person at the site (up to 24 alphanumeric characters)The phone number of the specified contact person (up to 15 numeric characters; spacesand dashes are optional)All fields in the file must be separated by the same character (delimiter). The delimiter must beone of the following:● A comma (,)● A semi-colon (;)● A pipe symbol (|)You can use a string delimiter to surround all the fields in the file. If you use a string delimiter,the delimiter must be one of the following:● A single-quotation mark (‘)● A double-quotation mark (“)After you prepare the data file for importing, you can use the Administrator application to importthe information to the Administration Database.23.6 Importing Callback DataTo make it easier to generate multiple callbacks, you can create a text file that contains a listof callbacks. This list is then used to generate the multiple callbacks in the ProCenter Suite.The text file that you create must be installed in the same directory as the ProCenter Servers.After you create the text file, you enter the name of the text file in the Callback Settings dialogbox in the Administrator application.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 23-7

MAGCIMPT.FMImporting DataImporting Callback DataNur für den internen GebrauchTable 23-2 shows the order of the fields as they should appear in the outbound.txt file.Field Name Format Description MandatoryFieldCaption alphanumeric Name of callback. NoContact Name alphanumeric Name of contact person. NoSite Name alphanumeric Site name. YesCall Type Name alphanumeric Name assigned to call type when it is Yescreated in the Administratorapplication.Start Date1 YYYY/MM/DD The first date on which you want to Yesenqueue the callback.Start Time1 HH:MM The beginning of the time period on Yesthe first date in which the callbackcan be dialed.End Date1 YYYY/MM/DD The first date on which you want to Yesstop the callback.End Time1 HH:MM The end of the time period on the Yesfirst date in which the callback canbe dialed.Number1 Valid digits are 1-9, The callback telephone number. Yescomma, (, ), -, +, andblank spacesStart Date2 YYYY/MM/DD The second date on which you want Noto enqueue the callback.Start Time2 HH:MM The beginning of the time period on Nothe second date in which thecallback can be dialed.End Date2 YYYY/MM/DD The second date on which you want Noto stop the callback.End Time2 HH:MM The end of the time period on thesecond date in which the callbackcan be dialed.NoNumber2 Valid digits are 1-9,comma, (, ), -, +, andblank spacesThe callback telephone number forthe second schedule.Table 23-2 Callback Outbound List Field Data (Sheet 1 of 2)NoG281-0810-02, October 200323-8 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCIMPT.FMImporting DataImporting Callback DataField Name Format Description MandatoryFieldStart Date3 YYYY/MM/DD The third date on which you want toenqueue the callback.Start Time3 HH:MM The beginning of the time period onthe third date in which the callbackcan be dialed.End Date3 YYYY/MM/DD The third date on which you want tostop the callback.End Time3 HH:MM The end of the time period on thethird date in which the callback canbe dialed.Number3 Valid digits are 1-9,comma, (, ), -, +, andblank spacesPriority numeric - a value from1-100The format for the callback records in the default outbound.txt file must appear as follows:Caption|Contact Name|Site Name|Call Type Name|Start Date1|StartTime1|End Date1|End Time1|Number1|Start Date2|Start Time2|EndDate2|End Time2|Number2|Start Date3|Start Time3|End Date3|EndTime3|Number3|Priority|CallData|DDE Value;Formatting of callback records:The callback telephone number forthe third schedule.The priority you want to assign to thecallback.Call Data alphanumeric Any data that is attached to thecallback.DDE Value numeric Information that allows for the easytransfer of data from a routing entryto an external application.Table 23-2 Callback Outbound List Field Data (Sheet 2 of 2)NoNoNoNoNoNoNoNo●●You must use a semi-colon to indicate the end of a callback record.If you do not want to use a field, you must still type a ‘|’ symbol after the previous field andbefore the next field. For example, if you do not want to use the Contact Name, you wouldtype:Caption||Site Name|Call Type Name...●You can use spaces within the fields. For example, you can type a contact name as JohnSmith, not JohnSmith.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide 23-9

MAGCIMPT.FMImporting DataImporting Callback DataNur für den internen Gebrauch●You can insert comment lines in the text file by prefacing each comment line with a doubleslash (//).If you are importing information from a non-ProCenter database, ensure that the tables youwant to import use the formatting indicated. To create additional callback records, you can copya callback record and modify the copied records as necessary.To ensure maximum efficiency when importing callback records, be aware of other activitytaking place in the system, and of the maximum capacity of the Callback Server.Although there is no limit to the number of callback records you can import, You must be carefulnot to overload your system. You should load callbacks when call center activity is low, sincethe increased Informix activity could lead to problems when inserting records into the database.The Callback Server can only handle a maximum of 300 entries at any one time.>For more information on exporting data from databases into a text file, see thedocumentation that accompanies your database application.G281-0810-02, October 200323-10 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGPAPPX.FMPart 4AppendicesG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide

MAGPAPPX.FMNur für den internen GebrauchG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGNADVN.FMUpgrading From RésuméRouting to RésuméRoutingAUpgrading From RésuméRouting toRésuméRouting AdvancedThis appendix contains instructions for upgrading your configuration from RésuméRouting toRésuméRouting Advanced. Table A-1 specifies the order of tasks to perform, and shows youwhere to find more information for specific tasks.Task1. Save a new design copy of the Production Database.Lock the Production Database when you save a copyof it.ProcedureSaving a new copy of theProduction Database2. Log on to the new Design Database. Logging on to a Design Database3. Delete the call steps in each of your call types. Working with call steps4. Remove all skills from agent résumés, and delete allthe skills in the database.5. Activate the RésuméRouting Advanced feature by:a) Using the SID disk to activate the new featuresfor the Design Database.b) Choosing the RésuméRouting Advancedbutton, on the Advanced tab of the MatchingSettings window.6. Configure the matching settings for RésuméRoutingAdvanced. Use the conceptual material in Section9.3, “Configuring the Skill-Score Settings”, on page9-4, and Section 9.3.3, “Configuring the Queue TimeCriterion”, on page 9-7, as a guideline.7. Design new call steps for each call type, based on theadvice for RésuméRouting Advanced in Section10.4.1.1, “Tips for Configuring Your Call Steps”, onpage 10-13. You design your call types online, usingthe Administrator application.8. Design call requirements for your call steps. For moreinformation about call requirements, see Section13.2, “About Call Requirements”, on page 13-6. Youcreate the call requirement online, using theAdministrator application.Table A-1Removing skills from agentrésumés, and Deleting skills fromthe databaseActivating the RésuméRoutingAdvanced featureConfiguring the matching settingsfor RésuméRouting AdvancedTo design your call types online,see the Administrator Help topicentitled Working with call steps.To design your call requirementsonline, see the Administrator Helptopic entitled, Creating or updatingcall requirements.Instructions for Upgrading from RésuméRouting to RésuméRouting Advanced(Sheet 1 of 2)G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide A-1

MAGNADVN.FMUpgrading From RésuméRouting to RésuméRouting AdvancedNur für den internen GebrauchTask9. Design new skills as you need them for your callrequirements. For more information about skills inRésuméRouting Advanced, see Section 13.1,“Designing Skills for RésuméRouting Advanced”, onpage 13-1. You create the skills online, using theAdministrator application.10. Decide on the skills, skill levels, and preference levelsfor each of your agents. For more information aboutagent résumés, see Section 14.3.5, “Résumé”, onpage 14-6. You edit the résumés online, using theAdministrator application.11. Validate the configuration of the Design Database,and resolve any inconsistencies.12. Put the Design Database into production when yourdesign is complete, by saving the Design Databaseover the Production Database.Table A-1ProcedureIf you want to create your skillsonline, see the Administrator Helptopic entitled, Creating a skill.If you want to modify your agentrésumés online, see theAdministrator Help topic entitled,Working with agent résumés orAdding a skill to multiple agentsSee the Administrator Help topicentitled, Validating theAdministration Database.Saving a Design Database overthe Production DatabaseInstructions for Upgrading from RésuméRouting to RésuméRouting Advanced(Sheet 2 of 2)G281-0810-02, October 2003A-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGEmail.fmConfiguring Email FunctionalityEmail OverviewBConfiguring Email FunctionalityThis appendix describes the following:●●●●●●●●●●Overview of the Email featureConfiguring the Corporate Email ServerConfiguring category informationProcessing email messagesCreating email call center schedulesCreating email categoriesCreating email discard reasonsCreating email message templatesCreating email aliasesTracking email sources and destinationsB.1 Email OverviewCustomers can request assistance from your call center through email messages. Thecustomer submits a request to a particular email address, or to one of several aliases that youconfigure (for example, support@yourcompany.com). The email message is routed throughyour Corporate Email Server to the HiPath ProCenter Email Server. All email messages arestored in a single mailbox on the Corporate Email Server. You need to configure aliases if youwant to have multiple email addresses.Email messages are then categorized by the extraction of relevant keywords and phrases inthe email message. A call type is assigned after the categorization process. The RoutingServer determines the best available agent for the email message, based on the call type.Agents can work with and handle email messages appropriate to their skills.The HiPath ProCenter Server and the Corporate Email Server communicate using the IMAP4protocol. The HiPath ProCenter client applications and the Corporate Email Server also usethe IMAP4 protocol to retrieve and process email messages. Message attachments areretrieved using separate IMAP4 and MIME functions. Reply email messages are sent tocustomers using an SMTP interface.Configuration of your Corporate Email Server depends on your email load. See Section B.2,“Configuration of the Corporate Email Server”, on page B-2.The Email feature consists of the following components:G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide B-1

MAGEmail.fmConfiguring Email FunctionalityConfiguration of the Corporate Email ServerNur für den internen Gebrauch●●●●●Categorizer—categories are assigned to an email message, based on a search for textstrings specified by the administrator. You can specify search criteria for the Fromaddress, the To address, the subject line of the email message, and/or the body of theemail message.Auto Acknowledger—sends an automatic acknowledgement to a customer, based on calltype, which is in turn derived from configurable category matches.Auto Responder—uses the category list and call type of the customer email message todetermine if an auto-response is required.HiPath ProCenter Email Server—co-ordinates and handles email messages.Corporate Email Server—you can use Microsoft Exchange 5.5 or 2000, or Lotus DominoR5 server. The Corporate Email Server is accessed through an IMAP4/SMTP/MIMEinterface.>If you want to use separate IMAP and SMTP servers, contact your Siemensrepresentative.If you require information on MX Email migration, see the HiPath ProCenterInstallation Guide.B.2 Configuration of the Corporate Email ServerThe configuration of your Corporate Email Server depends on the type of server you are using.The following Corporate Email Servers are supported:●●●Microsoft Exchange 5.5—running on Windows NT 4.0 or Windows 2000 platformsMicrosoft Exchange 2000—running on a Windows 2000 platformLotus Domino R5—running on Windows NT 4.0 or Windows 2000 platformsEnsure that you have configured the following on your Corporate Email Server:●●●Virus checking software—Incoming email messages and attachments from the CorporateEmail Server must be checked for viruses.Spam filtering and email address blocking—This stops unwanted email messages frombeing routed to agents.Sufficient client access licenses—each agent able to access the HiPath ProCenter EmailServer requires a client access license.Use the Installation Guide Configuration Decisions Worksheet to determine the configurationof your Corporate Email Server.G281-0810-02, October 2003B-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGEmail.fmConfiguring Email FunctionalityConfiguration of the Corporate Email ServerB.2.1 Microsoft Exchange 5.5You must carefully plan your Microsoft Exchange 5.5 deployment using the informationprovided at the following URL:www.microsoft.com/exchange/techinfo/planning/55Microsoft Exchange Server 5.5 Standard Edition is restricted to a maximum information storesize of 16GB. Exchange Server 5.5 Enterprise Edition has unlimited information storage. Referto Microsoft Knowledge Base article Q185457 for details. Keep this in mind when configuringthe message retention period in the HiPath ProCenter Email Server.You must configure the following using the Microsoft Exchange Administrator:●User account—Use the File menu to create a new user mailbox for the HiPath ProCenterEmail Server.All incoming email messages will be routed to this user mailbox.●Aliases (optional)—On the E-mail Addresses tab of the properties dialog box for the newuser mailbox, create a new Internet address. This Internet address should contain thename of the alias.If you want to present multiple contact email addresses to your customers, you canconfigure aliases for each additional address, which point to the new user account.Creating an alias ensures that email messages sent to the Corporate Email Server arerouted to the HiPath ProCenter Email Server mailbox, for agent handling. For moreinformation, see Section B.9 on page B-25.●IMAP—Enable IMAP4 from the Protocols tab.For more information on how to configure user properties, see your Microsoft Exchange 5.5documentation.B.2.2 Microsoft Exchange 2000You must carefully plan your Microsoft Exchange 2000 deployment using the informationprovided at the following URL:www.microsoft.com/exchange/techinfo/planning/2000In Microsoft Exchange 2000 Standard Edition, database size is limited to a maximum of 16 GB.With Microsoft Exchange 2000, database size is limited only by hardware (with a maximum sizeof 16 terabytes). Refer to Microsoft Knowledge Base article Q296614 for details. Keep this inmind when configuring the message retention period in the HiPath ProCenter Email Server.You must configure the following using the Active Directory Users and Computers window:●User accounts—Click the Create a new user in the current container toolbar button tocreate a new user mailbox, used by the HiPath ProCenter Email Server.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide B-3

MAGEmail.fmConfiguring Email FunctionalityConfiguration of the Corporate Email ServerNur für den internen GebrauchEnsure that you enter a password for the new user mailbox.●Aliases (optional)—On the Email Addresses tab of the properties dialog box for the newuser mailbox, create a new SMTP address. This SMTP address should contain the nameof the alias.If you want to present multiple contact email addresses to your customers, you canconfigure aliases for each additional address, which point to the new user account.Creating an alias ensures that email messages sent to the Corporate Email Server arerouted to the HiPath ProCenter Email Server mailbox, for agent handling. For moreinformation, see Section B.9 on page B-25.For more information on how to configure user properties, see your Microsoft Exchange 2000documentation.B.2.3Lotus Domino R5.0.9You must carefully plan your Lotus Domino deployment using the information provided at thefollowing URL:http://www.lotus.com/home.nsf/welcome/dominomailserverEnsure that IMAP is installed as part of the Lotus Domino Server.Use the Lotus Domino Administrator to add a person record for the HiPath ProCenter EmailServer:●●●Click Add Person to add a person record.On the Basics tab, enter aliases within the User Name field.On the Mail tab:– select POP or IMAP as the Mail system.– Select Prefers MIME as the Format preference for incoming mail.●On the Administration tab, select Lotus Notes as the Notes client license.You must convert person records (stored as user databases on the Lotus Domino Server) to aformat usable by IMAP. Here is an example of the command you would enter on the LotusDomino Server console to convert the person records:load convert -m mail\username.nsf * mail50.ntfSubstitute the following:●●The actual user name for usernameThe actual database path for mailG281-0810-02, October 2003B-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGEmail.fmConfiguring Email FunctionalitySetting up CategoriesEnsure that you enable immediate full text indexing on the database that you create. Referto your Lotus documentation for more information.7If you do not enable immediate full text indexing, IMAP searches will fail, and theperformance of the HiPath ProCenter Email Server will be severely affected.If you want to present multiple contact email addresses to your customers, you can configurealiases for each additional address, which point to the new user account. Create aliases foreach email address that you create on the Lotus Domino Server. Creating an alias ensures thatemail messages sent to the Corporate Email Server are routed to the HiPath ProCenter EmailServer mailbox, for agent handling. For more information, see Section B.9 on page B-25.Refer to the Lotus Administrator Help for information on:●●Security for configured aliasesConfiguring SMTP routing7When you compact the Lotus Domino database, the HiPath ProCenter Email Serveridentifies the Corporate Email Server as down, because IMAP access to thedatabase is interrupted. The type of database compacting that you implementaffects how long the Email Server cannot access the Lotus Domino database. It isrecommended that you select the In-place compacting with space recovery only(-b flag) option. This is the fastest method, and only minimally impacts your system.You should only compact your database outside of regular business hours, such asduring a maintenance hour, when the call center is closed for Email media (you usethe Email Call Center Schedule to determine when the call center is closed for Emailmedia).For more information on database compacting, see your Lotus Dominodocumentation.B.3 Setting up CategoriesThe Categorizer uses category criteria that you configure to perform a lookup of email messageTo, From, or subject line and message body text. If at least one of the category criteria isfound within the email message, the email message is assigned to a routing entry that containsthat category. The Email Server determines the call type from the routing entry that bestmatches the category criteria. If no categories are found within the email message, or norouting entry contains the categories found, the email message is routed to the default emailcall type.If you have multiple criteria entries in a single category, they are treated as if logically linkedwith the "OR" operator. In this instance, only one of the criteria must be present in the emailmessage to make a match.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide B-5

MAGEmail.fmConfiguring Email FunctionalitySetting up CategoriesNur für den internen GebrauchIf you have multiple routing entries, the routing entry whose categories most closely matchthose found in the email will be used. The following examples illustrate how the categorizationof emails is handled:Scenario #1● An email arrives containing categories A and B.●You have two routing entries: Routing Entry #1 with categories A, B, and C and RoutingEntry #2 with categories B, C, and D.In this example, Routing Entry #1 would be used because its categories most closely matchthose found in the email.Scenario #2● An email arrives containing categories A and B.●You have two routing entries: Routing Entry #1 with categories A, B, and C and RoutingEntry #2 with categories A, B, and D.In this example, both routing entries match equally, so emails containing these categorieswould be distributed evenly between the two routing entries.7If you decide to update your category configuration, make sure you plan yourchanges carefully before altering information in the Administrator application.Changes to the category configuration in the HiPath ProCenter Email Server do nottake place immediately. The changes are cached in memory for approximately twominutes, which gives you time to configure any additional updates. After those twominutes have passed, all category configuration updates are applied in the HiPathProCenter Email Server.If you update an email routing entry, those changes take place immediately.B.3.1How Categorization WorksYou must take the following into account when entering category search criteria:●●●●●All letters are mapped to unaccented lower case, according to Latin-1 character encoding.Punctuation characters (such as !, “, :, ;) and control characters (such as tab, newline, andcarriage return) are converted to spaces (applies to subject and body only).Hyphens and special characters (such as @, #, $) are accepted.Multiple spaces, including punctuation/control characters, are converted to a single space.Ä and ä are mapped to “ae”.G281-0810-02, October 2003B-6 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGEmail.fmConfiguring Email FunctionalitySetting up Categories●●●●●●Ö and ö are mapped to “oe”.Ü and ü are mapped to “ue”.ß (sharp S) is mapped to “ss”.Æ and æ are mapped to “ae”.Œ and œ are mapped to “oe”.Other uppercase and lowercase characters that have an acute accent, cedilla, circumflex,diaeresis, grave accent or tilde (such as Á, á, Ç, ç, Â, â, Ï, ï, À, à, Ã, or ã), are mapped totheir unaccented, lower case equivalent.If you place quotation marks around a keyword, the Categorizer searches for the keyword withthe specified leading, trailing, or internal spaces. See the following examples:●●●●“and” matches all words containing these characters, such as sand or grandmother,and also words that start or end with and“ and” (with a leading space) only matches words beginning with these characters, suchas Andrew or android“and ” (with a trailing space) matches words that end with these characters, such assand“ and ” only matches andIf you do not place quotation marks around a keyword, any leading or trailing spaces are notused. A single character space is then prefixed to the word. Hence, only words beginning withthe specific characters you entered are found.So for example, and (without quotation marks) matches the words and or Andrew, but notsand or sandbox.How you use internal spaces is important, regardless of whether you use quotation marks. Forexample, if you enter “and me” as the search criteria, the following words and phrases couldbe found: “and me”, “grand men”, or “stand. Meet”.Following is another example of how words are matched: In the statement “To sales andsupport departments: Our bandwidth is not sufficient to run these applications...” there wouldbe two matches if you used “and” as a keyword, and one match if you used “ and ” as akeyword.If a keyword match is entirely contained with another keyword match, the contained match isignored by the Categorizer. For example, if you create a category named General CustCo,with the From Address search criterion of custco.com, and also create a category namedCustco Sales, which contains the more specific From Address search criterion ofsales@custco.com, the criterion located by the first category (custco.com), is ignored, andthe criterion located by the second category (sales@custco.com) is used.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide B-7

MAGEmail.fmConfiguring Email FunctionalitySetting up CategoriesNur für den internen GebrauchB.3.2Category ExamplesFollowing are examples of how to set up categories.Example 1–To AddressYourCompany has two email addresses (with corresponding aliases defined) to whichcustomers can send email messages: Support@YourCompany.com andSales@YourCompany.com. You want to make sure that email messages are sent to theappropriate email address.To ensure that these email messages are routed correctly, do the following:1. Ensure that you are within the Administrator application. In the left pane, open the Emailfolder, open the Routing folder, and then open the Categories folder.2. In the first category, select To Address as the search area, and enter sales as thecriteria. You name this category Sales.3. In the second category, select To Address as the search area, and enter support as thecriteria. You name this category Support.4. Create a Sales call type5. Create a Support call type.6. In the first email routing entry, select the Sales call type, and the Sales category.7. In the second email routing entry, select the Support call type, and the Support category.Now, when an email message arrives, addressed to either Sales@YourCompany.com orSupport@YourCompany.com, the message is routed to the Sales or Support groups, based onthe category information found in the email message.Example 2–From AddressMany employees from OtherCompany frequently send email messages asking for technicalsupport. You want to make sure that email messages sent from any employees with an@othercompany.com address are sent to Support.To ensure that these email messages are routed correctly, do the following:1. Select From Address as the search area, and enter @othercompany.com as thecriteria. Name this category FromOtherCo.2. Create a FromOtherCompany call type.3. Create an email routing entry that uses the FromOtherCompany call type, and theFromOtherCo category.Now, when an email message arrives from user@othercompany.com, it is routed to Support,using the From OtherCompany email routing entry.G281-0810-02, October 2003B-8 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGEmail.fmConfiguring Email FunctionalityEmail ProcessingExample 3–Subject Line and BodyYou want to make sure that customer email messages that refer to specific problems arereserved for a particular agent, who has a high skill level for correcting that problem.1. Create a new email category.2. Select Subject and Body as the search area, and enter widget as the criteria.3. Name this category About Widgets.4. Create another new category.5. Select Subject and Body as the search area, and enter the following words as threeseparate search criteria:●●●problemerrordifficult6. Name this category Problem.7. Create a Widget call type.8. Create a new email routing entry that uses the Widget call type, and select the AboutWidgets and Problem categories.9. Select the agent for whom you want to reserve email messages that match these criteria.Now, when an email message arrives with the words widget and problem (or error, ordifficult) in the subject line or email message body, the email message is routed to theagent that you selected to handle email messages concerning widgets.B.4 Email ProcessingYou configure the following in the Administrator application:●Email Settings– General settings—see Section B.4.1, “Email General Settings”– Maintenance settings—see Section B.4.2, “Email Maintenance Settings”– Corporate Email Server settings—see Section B.4.3, “Configuring Corporate EmailServer Settings”– Module settings—see Section B.4.4, “Email Module Settings”●●Email processing—see Section B.4.5, “Designing Email Processing”.Email routing entries—see Section B.4.6.1, “Routing Entries for Email Messages”.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide B-9

MAGEmail.fmConfiguring Email FunctionalityEmail ProcessingNur für den internen Gebrauch● Email requeuing—see Section B.4.7, “Requeuing Strategy”, on page B-19●Email call types—see the following sections:– Section B.4.8, “Designing Email Call Types”– Section B.4.9, “Procedure: Documenting Email Call Types”B.4.1Email General SettingsYou can use the general settings to configure the following:●●●A warning message, displayed to agent when an agent launches an attachmentA default auto acknowledge templateProlog and signature templates>You should create templates before configuring the general email settings.●●●●●●●●●A prefix, used when quoting the customer’s original message in a reply email message, forexample, “Original message:”A label in the subject line of an email message, to identify the message when an agentsends a reply, for example, Re:The option to send an auto acknowledgement to a customer’s reply to an agent emailmessageThe option to send an auto response to a customer’s reply to an agent email messageThe option to route customer replies to the agent who last handled the customer’s emailmessageThe service level intervalThe maximum amount of time you can reserve an email message for an agentThe default call type, assigned to an email message if it does not match a routing entryThe email time-out call type, where the email message is sent when it times outI7If the Email Time-out Call Type box is not selected, email messages arediscarded when they time out.●The option for agents to override the To address in a reply email messageG281-0810-02, October 2003B-10 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGEmail.fmConfiguring Email FunctionalityEmail ProcessingB.4.1.1Launching AttachmentsAgents can be warned before attempting to launch an attachment from an email message.The agents must make sure that they have the proper software installed on their machine toview the attachment. They can attach a file to a reply email message, and delete any filespreviously attached to the email message by another agent.7Since the Email Server does not filter the email messages for viruses, the CorporateEmail Server should provide virus protection.B.4.1.2Selecting TemplatesSelect the default auto acknowledgement, prolog, and signature templates to use when repliesare sent to customer email messages.B.4.1.3Entering Message Labels and Reply PrefixEnter the following message labels:●●●Original message label—Text displayed above the customer’s original message, in a replyemail message. For example, Original Message.Conversation ID label—Text displayed in front of the conversation ID (the conversation IDis an identifier inserted by the HiPath ProCenter Email Server, to identify the messagethread). For example, Ticket Number:Reply prefix—This text is displayed at the beginning of the subject line when an agentresponds to an email. For example, Re:B.4.1.4Handling Incoming RepliesIf customers send a response to an agent’s reply email message, you can configure thefollowing:●●Send an auto acknowledgement to the customer’s replySend an auto response to the customer’s replyIt is recommended that these two settings be disabled, to avoid auto acknowledging orauto responding to a customer after they have already received a response. If the first autoresponse does not answer the customer’s question, sending another response will not helpthe customer. The email message should be enqueued for an agent.●Route customer replies to the last agent who handled the customer’s email messageG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide B-11

MAGEmail.fmConfiguring Email FunctionalityEmail ProcessingNur für den internen Gebrauch>HiPath ProCenter can send a maximum of five auto acknowledgements and fiveauto responses to a specific customer address within a 24 hour period. If this countis exceeded, an email message that would have been sent as an auto response isinstead queued as a partial reply to the customer.B.4.1.5Routing of Email MessagesYou can configure the following routing options for email messages:Service intervalSee Section 9.4, “About the Global Service Level Interval”, on page 9-9.Maximum reserve timeSupervisors who have the proper permission can use the Desktop applications to reserve callseither for themselves or for other agents. When an email message is forwarded, it is reservedfor the target agent.For more information on the Reserve Calls permission, see Section 14.3.7, “Permissions”, onpage 14-7.You can set the maximum amount of time that a supervisor can reserve an email message.When an email message reserved by a supervisor reaches the time limit (and has not yet beenassigned to the agent), the Routing Server routes the email message based on its call type.Reserved email messages appear in the call queue.Maximum reserve time also applies to the route replies to original agent logic. The emailmessage is reserved for the specified agent.The maximum reserve time does not affect the reserve times in Routing entries.Default call typeIf an incoming email message is not assigned to a call type (using categorization and routingentries), this default call type is assigned to the email message.Email Time-out call typeIf the email message times out, it is sent to the time-out call type.7Make sure that the default email call type and the email time-out call type are twoseparate call types. If you select the default email call type as a time-out call type,an infinite email loop will occur.If no time-out call type is specified, email messages are discarded by the systemwhen they time out.G281-0810-02, October 2003B-12 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGEmail.fmConfiguring Email FunctionalityEmail ProcessingB.4.1.6Overriding To AddressSupervisors, or all agents, can override the To address in a reply email message. The reply issent to the specified email address, and not the address from which the email message wasreceived.B.4.2Email Maintenance SettingsEmail maintenance settings consist of the following:●Maximum number of deferred email messages—Enter the maximum number of emailmessages that each agent can defer.Email messages that are automatically deferred by the system are not included in thismaximum number.●Auto defer time for email messages—Enter the amount of time (dd:hh:mm format) afterwhich an email message is deferred, if it is active on an agent desktop. That agent is thenplaced in Unavailable state.A partial reply to the email message is lost if the email message is automatically deferred.●●Maximum defer time for email messages—Enter the maximum amount of time (dd:hh:mmformat) that an email message can be deferred. After this time has expired, the emailmessage is automatically requeued by the HiPath ProCenter Email Server.Maximum amount of time to store email messages—Enter the maximum amount of timethat email messages are stored on the Email Server before deletion.>Email messages use space on the Corporate Email Server. See Section B.2.1 orSection B.2.2 for information on the maximum message store sizes on the Exchangeservers. Ensure you have configured sufficient space for the retention period.B.4.3Configuring Corporate Email Server SettingsCorporate email server settings consist of the following:●●●Corporate Email Server host nameIMAP (Internet Messaging Access Protocol) settings, for incoming email messagesSMTP (Simple Message Transfer Protocol) settings, for outgoing email messagesB.4.3.1Entering the Corporate Email Server Host NameEnter the host name of the machine that you are using as the Corporate Email Server.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide B-13

MAGEmail.fmConfiguring Email FunctionalityEmail ProcessingNur für den internen Gebrauch>If you want to use separate IMAP and SMTP servers, contact your Siemensrepresentative.B.4.3.2Configuring the IMAP SettingsFor incoming email messages, you must configure the following IMAP settings:●●Port number—The number of the IMAP port on your Email Server.Only change the displayed default value if the corresponding value has been changed onthe Corporate Email Server.User name—The name of the user account created on the Corporate Email Server, for theHiPath ProCenter Email Server to use. For example, HPPCMail.>If you are using Microsoft Exchange as the Corporate Email Server, and youneed to enter a domain name to log in to the HPPC mailbox (for exampledomain_name\user_name), then enter the user name in the IMAP settingsusing a forward slash or a double backward slash instead of a backward slash(for example domain_name/user_name). This formatting is required forcompliance with the Exchange Server IMAP4 interface.●●Password—The password used to log on to the Email Server, associated with the username above.Default email address—The email address associated with the user name. For example,HPPCMail@YourCompany.com.The email address you enter here is automatically created as the default alias.B.4.3.3Configuring the SMTP SettingsFor outgoing email messages, you must enter the SMTP port number. Only change the defaultvalue if the corresponding value has been changed on the Corporate Email Server.B.4.4Email Module SettingsEmail module settings consist of the following:●●●Auto Acknowledgement moduleAuto Response moduleCategorizer moduleG281-0810-02, October 2003B-14 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGEmail.fmConfiguring Email FunctionalityEmail ProcessingB.4.4.1Selecting an Auto Acknowledgement ModuleYou can select one of the following auto acknowledgement options:●●Use the Auto Acknowledger (provided with the HiPath ProCenter Suite), an Email Serverinterface that sends auto acknowledgements to customer email messages.Use a custom DLL to send auto acknowledgements to customer email messagesB.4.4.2Selecting an Auto Response ModuleYou can select one of the following auto response options:●●Use the Auto Responder (provided with the HiPath ProCenter Suite), an Email Serverinterface that sends responses to customer email messages.Use a custom DLL to send responses to customer email messages.B.4.4.3Selecting a Categorizer moduleYou can select one of the following categorization options:●●●Use the Categorizer (provided with the HiPath ProCenter Suite), an Email Server interfacethat categorizes incoming email messages.Use a custom DLL to categorize incoming email messagesNo categorization—all incoming email messages are assigned to the default email calltype>Custom DLLs are provided by Services personnel only; you cannot create thesecustom DLLs.B.4.5Designing Email ProcessingIn this section, design the initial email processing of your site and to determine the types ofemail messages your site handles:●●Create the Email Routing entries in the Administration Database, and identify therequirements of email messages.Gather as much specific information about your customers as possible.ProCenter Suite Routing email matching is more effective if your customer requirements arespecific and well defined. Therefore, to identify customer requirements, use as manycategories as needed. Create new categories, if they help to identify customer requirements.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide B-15

MAGEmail.fmConfiguring Email FunctionalityEmail ProcessingNur für den internen GebrauchIdentifying the customer requirements will help you create your email call center schedule.These schedules are used to determine when agents in your call center can handle emailmessages. Auto acknowledgements and auto responses are sent, regardless of the timesconfigured in the email call center schedule, until the Email Server’s internal queue becomesfull. When the call center reopens, agents process the backlog of email messages, and autoacknowledgements and auto responses are resumed. For more information, see Section14.8.1, “Creating a Call Center Schedule”, on page 14-19.For more information on designing and creating categories, see Section B.3, “Setting upCategories”, on page B-5.About the Email Routing TableThe email routing table consists of routing entries, each of which contains call type andcategory information that identify an incoming email message. This section providesintroductory information about how the email routing table identifies incoming email messages,and about the routing options that the email routing table provides.See the following list for information on what happens when an email message arrives in theEmail Server, and the Email Server must find the most specific match in the email routing tablefor the email information.1. The Email Server obtains the category information for the email message.2. The routing entry maps the categories to the call type.If you have multiple routing entries, the routing entry whose categories most closely matchthose found in te email will be used.3. The email message is enqueued for the first available agent that can handle the specifiedcall type.>By default, the Email Server limits the maximum number of emails that are enqueuedto the Routing Server to 200 emails at a time. As each email gets handled, anothergets enqueued. To configure the maximum number of emails that can be enqueuedto the Routing Server at one time, contact your Siemens representative.See Chapter 3, “Configuration Options” for more information on the phases that an emailmessage goes through before the ProCenter Suite routes the email message to an agent.In addition to the call type, the routing entry also determines the following routing parameters:Initial priorityThe starting value of an email message’s priority, which can be increased by assigning adifferent call type, or by an agent using one of the Desktop applications. The priority incrementof the first call step is added to the initial priority when the email message is enqueued with acall type. At the beginning of each call step, the step’s priority increment is added to the emailmessage’s priority. For more information on how priority affects call routing, see Section 4.4.1,“Priority”, on page 4-13.G281-0810-02, October 2003B-16 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGEmail.fmConfiguring Email FunctionalityEmail ProcessingCall captionA label for the email message displayed by the Desktop applications.>If an email message is routed using the routing entry call type, the caption configuredon the General tab is displayed in the agent's Desktop application. If an emailmessage is routed using the default email call type, no email caption is displayed forthe agent.Auto respondThe option to either send an auto response to the customer directly, or have the agent previewthe auto response before sending. You must also select the template to use in the autoresponse.Auto responses are not sent if an imperfect match occurs between the categories in the emailmessage, and the categories in the routing entry.Reserve for agentYou can reserve an agent for any email messages that match this routing entry. You must alsoselect the amount of time that the email message is reserved for the agent before beingrequeued for another agent.Call DataInformation about the email message or customer displayed by the Desktop applications.Every time a call is requeued, the associated call data displayed in an agent’s Email Detailsview is updated with call data retrieved from the Call Data tab in the Routing Entry Propertiesdialog box.Dynamic Data Exchange (DDE)Information that can be easily transferred to an external application. For example, you cancustomize an application that uses DDE information to create a screen pop on an agent'sworkstation. For more details about how to use DDE information, see the HiPath ProCenterProgramming Guide.About the Default Routing SystemDefault routing is a system that routes all email messages that do not match a specific routingentry. The system is automatically created in every new database.The default routing system includes:●●●If you are using RésuméRouting–a default call type whose first call step specifies thedefault skill. If you are using RésuméRouting Advanced, the first call step specifies thedefault call requirements. This call step should have a short step time.If you are using RésuméRouting Advanced–the default call requirements, which requirethe default skill.The default skill, which is named DEFAULT.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide B-17

MAGEmail.fmConfiguring Email FunctionalityEmail ProcessingNur für den internen Gebrauch●A table in the database which stores information about email messages that use defaultrouting (that is, any email message that does not match a specific routing entry). You canuse this data to create specific routing entries, so that email messages with the samecategory do not use default routing in the future.You can update or delete any item in the default routing system to correspond to the routingdesign of your site. For example, you might specify the email time-out call type for the defaultcall type, and change the step time to one second, so that email messages are immediatelytransferred to the email time-out call type. You could also give the default skill to agents whoare best qualified to handle email messages that do not fit any category.B.4.6Creating Your Email Routing TableRecord category information for incoming email messages:1. Record a name for the call type that you want the email message to use.2. Determine the auto response options. See Section B.8.2, “Response Template”, on pageB-24.3. If you want to reserve the email message for a specific agent, record the name of the agent.4. Determine which categories to associate with the call types.If you have entries for calls whose requirements are very similar, you might want to use thesame call type for those entries.>To find out how to define Routing Table entries for email messages, see SectionB.4.6.1, “Routing Entries for Email Messages”, on page B-19.When you have finished the previous procedure for each entry, complete the following steps toassign an initial priority to your email messages.1. Review the decisions for your routing settings.2. Decide how many levels of importance you want to assign to your email messages, andassign each level a value for the initial priority.For example, you might have three levels of importance (where low is 25, average is 50,and important is 75), or 10 levels of importance (0, 10, 20, 30, 40, 50, 60, 70, 80, and 90).3. Assign an initial priority to each entry.For example, in YourCompany’s basic email processing, as shown for email messages in thefollowing example (Figure B-1), email messages with the Stocks category are enqueued withthe Domestic Stocks call type. To help gather specific customer requirements, YourCompanyhas created new categories for Stocks, Bonds, and Mutual Funds.G281-0810-02, October 2003B-18 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGEmail.fmConfiguring Email FunctionalityEmail ProcessingCall TypeDomesticStocksDomesticBondsMutualFundsFigure B-1InitialPriorityAutoRespond(Optional)Senddirectly orpreviewAutoRespondTemplate30 Yes Preview StockResponse 140 Yes Preview BondsResponse 140 No N/A Mutual FundResponse 1YourCompany’s ProCenter Suite Email ProcessingReserveFor Agent(optional)J.B. Smith60 secondsR.B. Patel60 secondsC.S. Jones45 secondsCategoriesto AssociateStocksCategoryBondsCategoryMutual FundsCategoryB.4.6.1Routing Entries for Email MessagesFor each category you create, create a routing entry that uses the following information:●●●●●A call type.The initial priority.The auto response properties.The agent and time limit (if you decide to reserve email messages that use this routingentry).A caption for each routing entry–this is the label that the Agent application and Supervisorapplication display for the email message.>After you finish making these entries, review the entries in the email routing table, toensure you have included all routing possibilities.B.4.7Requeuing StrategyAgents can requeue an email message to another call type, if they have the Requeue Callspermission.Agents can always forward email messages to other agents.See the Desktop Help for more information on requeuing email messages.B.4.8Designing Email Call TypesYou must design the requirements for each email call type. You must define the followingoptions for a call type:G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide B-19

MAGEmail.fmConfiguring Email FunctionalityEmail ProcessingNur für den internen Gebrauch●●The call steps, which describe the changing requirements of email messages, as they waitin queueSettings that can override the following global setting:– The importance of queue time●Settings that can override the following general email settings:– Auto acknowledge template– Prolog template– Signature template– Original message label– Conversation ID label– Reply prefix– Service level interval– Time-out call typeIf you are using the Performance Routing feature, you must enable Performance Routing forthe call type and select the target performance statistic.B.4.8.1Creating a Training Call TypeIf you plan to have certain agents in Training mode for a period of time, you must make surethat these agents requeue their reply email messages to a specific call type. Only supervisors,and agents who can monitor other agents, can monitor this call type.Follow this procedure after you have configured certain agents to be in Training Mode:1. Create a Training skill, and select the supervisors and monitoring agents who can have thisskill.2. Create a specific email call type named Training, and include the Training skill you createdin one of the call steps.3. Make sure that your supervisors and monitoring agents can monitor this call type.>To keep track of agents in training, you could create a department named Training,and include all agents in training in that department.G281-0810-02, October 2003B-20 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGEmail.fmConfiguring Email FunctionalityEmail ProcessingB.4.8.2Creating a Silent Monitor Call TypeSometimes you may need to monitor certain agents ‘silently’, to make sure that they arehandling customer email messages effectively. In this scenario, agents are unaware that theirreply email messages are enqueued to a supervisor (or other monitoring agent) rather thanbeing sent to the customer. The supervisor can then review the message, make any changes,and then send it to the customer.If you plan to have Silent Monitor agents, you must make sure that the reply email messagessent by these agents are requeued to a specific call type. Only supervisors, and agents whocan monitor other agents, can monitor this call type.Follow this procedure after you have configured your Silent Monitor agents:1. Create a Silent Monitor skill, and select the supervisors and monitoring agents who canhave this skill.2. Create a specific email call type named Silent Monitor, and include the Silent Monitor skillyou created in one of the call steps.3. Make sure that your supervisors and monitoring agents can monitor this call type.4. Ensure that agents being silently monitored have this call type selected on thePermissions tab of their User Properties dialog box, so that their reply email messagesare requeued to this call type after being sent.>To keep track of Silent Monitor agents, you could create a department named SilentMonitoring, and include all Silent Monitor agents in that department.B.4.9Procedure: Documenting Email Call TypesFor each call type you created when designing your email processing, record the name of thecall type:1. Create a name for the ideal call requirements or skill in the first step of the call type.2. Decide if you want to override the global settings for the following:●●●●●●Auto acknowledge templateProlog templateSignature templateOriginal message labelConversation ID labelReply prefixG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide B-21

MAGEmail.fmConfiguring Email FunctionalityEmail ProcessingNur für den internen Gebrauch●●Time-out call typeService level interval7If you decide to override a global setting, but do not re-configure the other globalsettings, the other global settings become blank. For example, if you decide tooverride the Auto acknowledge template, but leave the Time-out Call Type boxempty, then there is no longer a time-out call type configured for this email calltype (any email messages matching this call type will be discarded when theytime out).If you want to override the global setting for the time-out call type and service level interval:a) Plan the time-out option for the call type by specifying a time-out email call type. SeeSection 9.5, “About Global Time-Out Options”, on page 9-9, for more information onthe possible time-out options.b) Specify the service level interval for the call type. See Section 9.4, “About the GlobalService Level Interval”, on page 9-9, for more information about service level intervals.3. Decide if you want to override the global setting for the importance of the Queue Timecriterion. If you decide to override it, record the importance of queue time for the call type.See Section 10.4.2, “About Overriding Global Settings”, on page 10-17, for information tohelp you make this decision.4. Leave the call steps empty for now.See the instructions in Section 13.2.2, “Procedure: Defining Call Requirements for YourCall Steps”, on page 13-12, to design the call requirements for each call step inRésuméRouting Advanced.5. Decide on the target performance statistic and its value, if you are using the PerformanceRouting feature. For more information, see Section 10.4.3, “Setting Performance Routingfor Call Types”, on page 10-18.B.4.10Creating Email Call TypesIn Section B.4.9, “Procedure: Documenting Email Call Types”, on page B-21, you entered yourcall type information. Use this information to create the call types in the AdministrationDatabase.For instructions on creating call types, see the Administrator Help.Ensure that you use the relevant task list from Chapter 7, “The Configuration Process”, todetermine when you should perform this task.G281-0810-02, October 2003B-22 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGEmail.fmConfiguring Email FunctionalityEmail Call Center SchedulesB.5 Email Call Center SchedulesYou configure the email call center schedule according to the following:●●How many agents are available to handle email messagesWhen agents available to handle email messages are logged on to the ProCenter SuiteYou can also set restrictions for selected dates in the email call center schedule.The Email Server will continue to send auto acknowledgements and auto responses tocustomer email messages, even when the call center is closed. However, if the internal emailqueue becomes full, auto acknowledgements and auto responses are not sent again until thecall center is open, and agents start handling the backlog of email messages. Also, no newemail messages are queued to the Routing Server by the Email Server when the call center isclosed for Email media.B.6 Email CategoriesUsing the logic found in Section B.3, “Setting up Categories”, on page B-5, you use the EmailCategory Properties dialog box to configure your categories.B.7 Email Discard ReasonsThe Desktop applications provide a list of reasons from which agents can choose whendiscarding email messages. Use these discard reasons to document when and why youragents discard email messages. You can create the list of possible discard reasons in theAdministrator application. You can modify the description of each discard reason, whichexplains why the agent discarded an email message.There are ten default reasons configured, which are also used directly by the HiPath ProCenterEmail Server. They are:●●●●●●●●●Bounced MessageDiscarded by ModuleError in Email ServerError in Routing ServerTime-out in Email ServerUnfamiliar Email Server AddressUnable to Send ReplyUnable to Retrieve Email MessageUnsupported Email FormatG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide B-23

MAGEmail.fmConfiguring Email FunctionalityEmail Message TemplatesNur für den internen Gebrauch●Unsupported LanguageYou can also create new email discard reasons, for which you can modify the name anddescription.B.8 Email Message TemplatesYou can create four types of email message templates:●●●●Auto acknowledgement—Templates sent to acknowledge a customer’s email message.Response—Templates either sent as an automatic response to a customer’s emailmessage, or used by an agent in a reply email message.Prolog—Templates to insert at the beginning of reply email messages.Signature—Templates to insert at the end of reply email messages.B.8.1Auto Acknowledgement TemplateThe Auto Acknowledger module sends auto acknowledgements to customer email messages,to let the customer know that you received their message and are working on their problem.For example, a Sales auto acknowledgement could contain the following text:Thank you for contacting YourCompany.com. Your questions and concernsare important to us. A qualified agent is investigating your Salesenquiry, and will contact you shortly.B.8.2Response TemplateA response template can be used in the following ways:●To send an automatic response to a customer email message, if the customer asks asimple question that can be answered automatically.For example, an auto response could contain the following text:Thank you for contacting YourCompany.com. For detailed informationon how to order our products, visit the following web page:www.yourcompany.com/products/ordering.htm.●For agents to insert a template into a reply email message, to answer frequently askedcustomer questions.You must associate a response template with a call type. This controls how the templates aredisplayed in the desktop application (they are displayed in a tree view, by the associated calltype). Response templates configured as auto responses do not have a call type association.G281-0810-02, October 2003B-24 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGEmail.fmConfiguring Email FunctionalityEmail AliasesB.8.3PrologsPrologs are inserted at the beginning of agent reply email messages.For example, you could create the following prolog for email messages:Please do not remove the ticket number in the subject line above. Thisenables us to track responses that you send us, in the context of youroriginal message.B.8.4SignaturesSignatures are inserted at the end of agent reply email messages.For example, you could create the following signature:Sales - Your Companysales@yourcompany.comVisit our web site at www.yourcompany.comB.9 Email AliasesIf you want to display multiple email addresses to your customers, you must create an emailalias for each email address.You must first configure your email addresses (including alias email addresses) on theCorporate Email Server. See Section B.2, “Configuration of the Corporate Email Server”, onpage B-2, to determine how you enter additional email addresses.Then use the Email Alias Properties dialog box to enter an alias for each email alias addressyou configured on the Corporate Email Server.7If any incoming email messages are not addressed to an email address configuredas an alias, they are considered ‘spam’ and are discarded automatically by theHiPath ProCenter Email Server.The email address you enter as the default email address on the Servers tab in the EmailSettings dialog box is automatically copied to the Aliases folder.B.10 Tracking Email Sources and DestinationsYou can track email sources and destinations for reporting purposes, using the Email SourceProperties and Email Destination Properties dialog boxes.The specific reports where this source and destination information is used are as follows:G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide B-25

MAGEmail.fmConfiguring Email FunctionalityTracking Email Sources and DestinationsNur für den internen Gebrauch●●Source report—displays which email messages were received, answered, andabandoned, based upon the From field values associated with the email media type.Destination report— displays which email messages were received, answered, andabandoned, based upon the To field values associated with the email media type.G281-0810-02, October 2003B-26 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGchat.fmConfiguring Chat FunctionalityChat OverviewCConfiguring Chat FunctionalityThis appendix describes the following:●●●●●●●●●●●Chat overviewSupported chat configurationsChat componentsChat web pagesSilent Monitoring of chat agentsSecure Sockets Layer (SSL) certificatesHTML formatting of text used in chat sessionsLanguage configurationStandard message configurationURL configurationEmoticon configurationC.1 Chat OverviewCustomers can communicate with your agents using the ProCenter Suite chat functionality. Acustomer submits a chat request from a web page on your corporate web site. The chat requestis assigned a call type, and is then enqueued for an agent. An agent responds by opening achat session from their Desktop application.The customer and an agent can then communicate by sending text messages using a webbrowser. Chat sessions allow an agent to direct customers to helpful URLs, and also direct acustomer’s web page to helpful information.C.2 Supported Chat ConfigurationsThis section contains information on the following:●●●Customer operating systemsCustomer web browsersWeb server operating systems>See the HiPath ProCenter Installation Guide for more information on Web Serverrequirements.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide C-1

MAGchat.fmConfiguring Chat FunctionalitySupported Chat ConfigurationsNur für den internen GebrauchC.2.1Customer Operating SystemsThe following customer operating systems are supported:● Windows 2000●●●Windows XPWindows MEWindows 98SE● Windows 98● Windows 95● Windows NT 3.5● Windows NT 4.0● Sun Solaris 8C.2.2Customer Web BrowsersThe following customer web browsers are supported:● Netscape version 6.02● Netscape 4.7● Internet Explorer version 4.x● Internet Explorer version 5.x● Internet Explorer 6.0Versions of some browsers may have problems supporting Java applets. In that case, you canonly use JavaScript-based chat sessions.C.2.3Web Server Operating SystemsThese following Web Server operating systems are supported:●Windows NT Server 4.0, Service Pack 5 running Microsoft Internet Information Server (IIS)4.0● Windows 2000 Server, running Microsoft Internet Information Server (IIS) 5.0●●Sun Solaris 8 running Apache 1.3 and Tomcat 3.2.3 or higherSun Solaris 8 running iPlanet 4.1 SP7G281-0810-02, October 2003C-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGchat.fmConfiguring Chat FunctionalityChat Components●Sun Solaris 8 running iPlanet 6.0 SP1See the HiPath ProCenter Installation Guide for information on how to configure IIS, ApacheTomcat, and iPlanet Web Servers.C.3 Chat ComponentsThe following components are used in the installation and configuration of the Chat feature:●●●●●Web Pages—web pages display content to the user.Web Applet—an applet displays chat content if the customer does not use JavaScript.Web Servlet—the interface between the Web Server and the HiPath ProCenter WebCollaboration Server (for Java-enabled Web Servers, such as Apache Tomcat or iPlanet).ISAPI server extension—ISAPI server extensions act as the interface between IIS andthe Web Collaboration Server.Web Collaboration Server–this ProCenter Suite server co-ordinates and handles chatsessions.C.3.1Configuring HTML PagesSiemens provides default HTML pages upon installation, which you can modify according toyour web site standards. The supplied HTML pages are:●●●●●●●●●●●AgentDisconnect.htm—information displayed to a customer when the agent disconnects.AppletChatPage.htm—web chat applet.AppletChatFramePage.htm—frame where chat text is displayed.Callback.htm—a default page, replaced by a page that holds ‘real’ values once you set upyour callback Web Server.CallmeConfirm.htm—confirms that customer has entered their phone number.Callmepage.htm—prompts customer to enter their phone number.CancelEnqueueResponse.htm—response sent to a customer who cancels their request.CaptureCallData.htm—web form that a customer must complete to begin the chat session.CenterIsClosed.htm—information displayed to a customer when the call center is closed.ChatSummary.htm—chat session summary information, returned to the customer when achat session ends.EnqueueError.htm—information displayed to the customer when an enqueue error occurs.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide C-3

MAGchat.fmConfiguring Chat FunctionalityChat SettingsNur für den internen Gebrauch●●●●●●●●●●●FAQ.htm—frequently asked questions and answers.GeneralError.htm—general error information.HTMLOnHold.htm—information on the customer’s initial position in queue, and theestimated amount of time that the user must wait before receiving an agent response.JSChatContent.htm—the content of a chat session.JSChatControl.htm—fields the customer can use to enter and submit chat session text,and disconnect from a chat session.JSChatOver.html—Displays a page that informs the customer the chat session has ended(for JavaScript based chat only).JSChatPage.htm—JavaScript web chat (if the customer’s web browser supportsJavaScript).NeedHelp.htm—the Help button a user clicks to initiate a chat session.Timeoutone.htm—Informs the customer that the connection to the call center has timedout.UpdateOnHold.htm—a customer’s updated position in queue.URLPushPage.htm—URL that an agent can display to the customer.C.4 Chat SettingsConfigure the chat settings to:●●●●●Enable the Secure Sockets Layer (SSL)Enable silent monitoring of chat requestsEnable the storage of chat transcriptsConfigure the Web Collaboration Server port numberConfigure the service level intervalC.4.1Enabling SSLYou enable SSL after you install and configure an SSL certificate on your Web Server machine,and on your HiPath ProCenter Server machine. If you are not planning on installing andconfiguring the SSL certificates, you must make sure that this option is not selected.>For security purposes, Siemens highly recommends the installation of the SSLcertificates.G281-0810-02, October 2003C-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGchat.fmConfiguring Chat FunctionalityInstalling SSL CertificatesC.4.2Enabling Silent MonitoringYou enable silent monitoring to keep track of how agents perform when participating in a chatsession with a customer. You want to make sure that your customers are receiving accurateinformation. This option applies to all chat sessions.If required, a Supervisor or Enterprise Manager can enter the chat session and provideinformation to a customer.You must make sure that supervisors (and monitoring agents) can monitor agents whoparticipate in chat sessions.C.4.3Enabling the Storage of Chat TranscriptsYou can store chat transcripts in the Media Database on the ProCenter Server machine. Yourun SQL queries against the database to extract the information you require.>To adjust the number of days that chat transcripts are stored, and to find out how todelete archived chat transcripts, contact your Siemens representative.C.4.4Configuring the Web Collaboration Server Port NumberEnter the Web Collaboration Server port number.C.4.5Configuring the Service Level IntervalSee Section 9.4, “About the Global Service Level Interval”, on page 9-9, for more information.C.5 Installing SSL CertificatesYou should install SSL certificates on the following machines, to enable the secure transfer ofdata:●●Web Server machine—for transferring data between the customer machine and the WebServer.HiPath ProCenter Server machine—for transferring data between the Web Server and theHiPath ProCenter machine.7Siemens is not responsible for any security breaches that occur if you do not installSSL certificates.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide C-5

MAGchat.fmConfiguring Chat FunctionalityDocumenting Your Chat ProcessingNur für den internen GebrauchIf you select the Enable SSL option in the Chat Settings dialog box, the Web CollaborationServer retrieves the SSL certificate registered against the current machine on which the HiPathProCenter Web Collaboration Server is running. You must also enable the SSL setting on yourWeb Server machine.For general information on how to install server certificates, see http://www.verisign.com/freeGuides.html.C.6 Documenting Your Chat ProcessingRecord your chat call types and agents. Use this information to identify the customer’srequirements.C.6.1Designing Chat ProcessingDesign chat processing for your site, and determine the types of chat requests your sitehandles.After you have designed your chat processing, you can use this information to create the chatrouting table in the Administration Database, to identify the requirements of chat sessions.C.6.1.1Initial URLsGather as much specific information about your customers as possible. Chat requests arematched more effectively if your customer’s requirements are specific and well defined.Therefore, to identify possible customer requirements:●●C.6.1.2Use as many initial URLs as needed.Create new initial URLs, if they help to identify customer requirements.Identifying Chat Request RequirementsThe ProCenter Suite monitors chat requests and can identify the requirements of chat requestsin queue in either of the following ways:●●Use the chat routing table to identify chat requests based on the initial URL. To use thechat routing table to identify incoming chat requests, follow the instructions in this section.Use a custom routing function (which you must provide) to identify chat requests andcustomer database information. To create your own custom routing function, see theHiPath ProCenter Programming Guide.>If a call type is not specified when a chat request is submitted, the initial URL is usedto search for a compatible call type in the chat routing entries.G281-0810-02, October 2003C-6 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGchat.fmConfiguring Chat FunctionalityDocumenting Your Chat ProcessingC.6.1.3About the Chat Routing TableThe chat routing table consists of routing entries, each of which contains initial URL informationthat identifies an incoming chat request. This section provides introductory information abouthow the chat routing table identifies incoming chat requests, and about the routing options thatthe chat routing table provides.See the following list for information on what happens when a chat request arrives, and theRouting Server must find the most specific match in the chat routing table for the chat requestinformation.The Web Collaboration Server:1. Obtains the initial URL information of the enqueued chat request.2. Finds the entries for the queue in which the chat request is enqueued.3. Narrows down the number of possible entries by finding the most specific match amongthe initial URL information.After the Web Collaboration Server finds the appropriate entry in the chat routing table, it usesthe routing parameters to route the chat request. See Chapter 3, “Configuration Options” formore information on the phases that a chat request goes through before the ProCenter Suiteroutes the chat request to an agent.In addition to the call type, the routing entry also determines the following routing parameters:Initial priorityThe starting value of a chat request’s priority, which can be increased by the call type, or by anagent using one of the Desktop applications. The priority increment of the first call step is addedto the initial priority when the chat request is enqueued with a call type. At the beginning of eachcall step, the step’s priority increment is added to the chat request’s priority. For moreinformation on how priority affects call routing, see Section 4.4.1, “Priority”, on page 4-13.Call captionA label for the chat request, which is displayed in the Desktop applications.Reserve for agentYou can reserve an agent for any chat requests that match this routing entry. You can alsoselect the amount of time that the chat request is reserved for the agent before being requeuedfor another agent.Call DataInformation about the chat request or customer, which is displayed in the Desktop applications.Every time a chat request is requeued, the associated call data displayed in an agents' ChatDetails view is updated with call data retrieved from the Call Data tab in the Chat RoutingEntry Properties dialog box.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide C-7

MAGchat.fmConfiguring Chat FunctionalityDocumenting Your Chat ProcessingNur für den internen GebrauchDynamic Data Exchange (DDE)Information that can be easily transferred to an external application. For example, you cancustomize an application that uses DDE information to create a screen pop on an agent'sworkstation. For more details about how to use DDE information, see the HiPath ProCenterProgramming Guide.C.6.1.4About the Default Routing SystemDefault routing is a system that routes all chat requests that do not match a specific routingentry. The system is automatically created in every new database.The default routing system includes:●●●●●Generic routing entries that are automatically created every time you create an initial URL.The generic routing entry uses the default call type to route the chat request.A default call type whose first call step specifies the default skill, if you are usingRésuméRouting. If you are using RésuméRouting Advanced, the first call step specifiesthe default call requirements. This call step should have a short step time.The default call requirements, which require the default skill, if you are usingRésuméRouting Advanced.The default skill, which is named DEFAULT.A table in the database which stores information about chat requests that use defaultrouting (that is, any chat request that does not match a specific routing entry). You can usethis data to create specific routing entries, so that chat requests with the initial URL do notuse default routing in the future.C.6.2Creating Your Chat Routing TableFor each initial URL, create a routing entry that uses the following information:●●●●●●The call type.The initial URL information.The initial priority.The agent and time limit (if you decided to reserve chat requests that use this routingentry).A caption for each routing entry—this is the label that the Agent application and Supervisorapplication display for the chat request.Any call data or DDE information that you want to store.G281-0810-02, October 2003C-8 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGchat.fmConfiguring Chat FunctionalityDocumenting Your Chat Processing>After you finish making these entries, review the entries in the chat routing table, toensure you have included all routing possibilities. Also ensure you have configuredthe generic routing entry that was automatically created for each initial URL.C.6.2.1Entering Call Type InformationRecord a name for the call type that you want the chat request to use.If you have entries for chat requests whose requirements are very similar, you might want touse the same call type for those entries.C.6.2.2Entering Initial URL InformationFor each initial URL, do the following:●●If you want the chat request to be reserved for a specific agent, record the name of theagent.Record a name for the call type that you want the chat request to use.If you have entries for chat requests whose requirements are very similar, you might wantto use the same call type for those entries.C.6.2.3Entering Initial Priority InformationTo assign an initial priority to your chat requests:●●Review the decisions for your routing settings.Decide how many levels of importance you want to assign to your chat requests, andassign each level a value for the initial priority.For example, you might have three levels of importance (where low is 25, average is 50,and important is 75), or 10 levels of importance (0, 10, 20, 30, 40, 50, 60, 70, 80, and 90).●Assign an initial priority to each entry.C.6.2.4Entering Agent, Time Limit, and Caption Information●●●Select an agent for whom to reserve chat requests of this call type.Enter the maximum amount of time that a chat request can be reserved for an agent.Enter a caption for the routing entry.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide C-9

MAGchat.fmConfiguring Chat FunctionalityDocumenting Your Chat ProcessingNur für den internen GebrauchC.6.2.5Routing Table ExampleIn YourCompany’s basic chat request processing, as shown for chat requests in the followingexample (Figure ), chat requests with any the www.yourcompany.com initial URL are enqueuedwith the Domestic Stocks call type. To help gather specific customer requirements,YourCompany has created new initial URLs for Domestic Bonds and Mutual Funds.Initial URLReserve For Agent Call TypeInitial Priority(optional)www.firstcompany.com - Domestic Stocks 40www.secondcompany.com - Domestic Bonds 60www.thirdcompany.com - Mutual Funds 80Table C-1YourCompany’s ProCenter Suite Chat ProcessingFor instructions on creating a routing entry, see the Administrator Help.C.6.3Chat Requeuing StrategyAgents can requeue chat sessions to another call type, if they have the Requeue Callspermission.See the Desktop Help for more information on requeuing chat sessions.C.6.4Designing Chat Call Types>For general information on call types, see Section 10.4, “About Call Types”, on page10-12.You must design the requirements for each chat call type. You must define the followingoptions for a call type:●●●The call steps, which describe the changing requirements of chat requests, as they wait inqueueThe importance of queue time in the skill-score calculation, which overrides the globalsetting for queue timeThe service level intervalIf you are using the Performance Routing feature, you must enable Performance Routing forthe call type and select the target performance statistic.G281-0810-02, October 2003C-10 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGchat.fmConfiguring Chat FunctionalityDocumenting Your Chat ProcessingC.6.5Procedure: Documenting Chat Call TypesFor each call type you create, record the name of the call type. Do the following for each calltype:1. Create a name for the ideal call requirements or skill in the first step of the call type.2. Decide if you want to override the general setting for the service level interval. If you do,specify the service level interval for the call type. See Section 9.4, “About the GlobalService Level Interval”, on page 9-9, for more information about service level intervals.3. Decide if you want to override the global setting for the importance of the Queue Timecriterion (used in the skill score). If you decide to override it, record the importance ofqueue time for the call type. See Section 10.4.2, “About Overriding Global Settings”, onpage 10-17, for information to help you make this decision.4. Leave the call steps empty for now.See the instructions in Section 12.2, “Procedure: Designing Call Steps in RésuméRouting”,on page 12-2, to design call steps for RésuméRouting.See the instructions in Section 13.2.2, “Procedure: Defining Call Requirements for YourCall Steps”, on page 13-12, to design the call requirements for each call step.5. If you are using the Performance Routing feature, decide on the target performancestatistic and its value. For more information, see Section 10.4.3, “Setting PerformanceRouting for Call Types”, on page 10-18.C.6.6Creating Chat Call TypesUse the chat call type information to create the call types in the Administration Database.For instructions on creating call types, see the Administrator Help.Ensure that you use the relevant task list from Chapter 7, “The Configuration Process”, todetermine when you should perform this task.C.6.7HTML and Formatting ToolbarAny text that you configure for use in chat sessions is converted to HTML format whendisplayed on the web page. You must make sure that text is not truncated when converted toHTML. If you use the Formatting toolbar to either format your text, or insert an HTML tag, youmust keep track of the number of characters added to your text string when it is converted toHTML.If text is truncated, the extra text is not displayed on the web page.For example, if your greeting is Welcome! (eight characters), and you apply the bold format tothe text, the greeting becomes the following when converted to HTML:G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide C-11

MAGchat.fmConfiguring Chat FunctionalityDocumenting Your Chat ProcessingNur für den internen GebrauchWelcome!The greeting now contains 21 characters.The Formatting toolbar is displayed in the following dialog boxes:●●Language Properties dialog box–enter up to 255 characters in each box on the SettingstabStandard Message Properties dialog box–enter up to 255 characters in the StandardMessage boxC.6.8Configuring LanguagesYou can configure properties for each language that you want to use in your chat sessions,using the Language Properties dialog box. You can enter the following information for eachlanguage:●●●●●●Greeting—The default greeting to use when an agent initiates a chat session with thecustomer.Message Prefix—The message prefix to display in front of any text that an agent typeswhile participating in a chat session.Requeue—The text to display in the chat session when a customer’s chat request isrequeued.URL—The text to display in a chat session, that a customer can use to view furtherinformation.Joined conference—The message to display when an agent joins a chat session alreadyin progress.Left conference—The message to display when an agent leaves a chat session that is stillin progress.C.6.8.1Overriding Chat Greeting for Specific AgentsOn the Media tab of the User Properties dialog box, you can override the default chat greetingfor a specific agent. This means that when an agent initiates a chat session, the greetingconfigured for an agent on the Media tab is displayed, instead of the default chat greeting.For more information, see Section 14.3, “Overview of User Properties”, on page 14-3.C.6.9Tracking Chat Sources and DestinationsYou can track chat sources and destinations for reporting purposes, using the Chat SourceProperties and Chat Destination Properties dialog boxes.G281-0810-02, October 2003C-12 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGchat.fmConfiguring Chat FunctionalityDocumenting Your Chat ProcessingThe specific reports where this source and destination information is used:●●Source report—displays which chat requests were received, answered, and abandoned,based upon the URL values associated with the chat media type.Destination report— displays which chat requests were received, answered, andabandoned, based upon the URL values associated with the chat media type.C.6.10Configuring Standard MessagesYou can configure messages that are sent to the customer’s web page, to provide them withmore information. You must enter the name of the language associated with the standardmessage, and also enter the text of the standard message, in the Standard MessageProperties dialog box.For example, if you know that customers often enquire about contact email addresses, you canenter a message which your agents can insert into a chat session. For example:Here are some contact email addresses which may be useful:info@yourcompany.com, sales@yourcompany.com, support@yourcompany.com.Thanks for your enquiry. Please let me know if you have any morequestions. Sincerely, John SmithC.6.11Configuring URLsYou can enter URLs which contain helpful information, in the URL Properties dialog box. Anagent participating in a chat session can direct a customer to a useful web page. The contentof the web page is displayed on the customer’s web page.For example, if you know that customers often enquire about how to order your products, youcan enter the following URL, which your agents can insert into the chat session:http://www.yourcompany.com/products.htm. The content of this URL is displayed onthe customer’s web page.7Do not configure URLs which display web page information in frames. This couldaffect the web page where the chat session is displayed.You must also make sure that you do not configure URLs that contain directoryspecific information, such as an address prefixed with c:/. This URL could attempt tosearch for this address on a customer machine. This could cause a problem in thechat session.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide C-13

MAGchat.fmConfiguring Chat FunctionalityDocumenting Your Chat ProcessingNur für den internen GebrauchC.6.12Configuring Emoticon PropertiesSiemens provides default emoticon graphics, which you must have installed on your WebServer machine. You use the Emoticon Properties dialog box in the Administrator applicationto enter the properties for these emoticon graphics, such as the file name on the Web Serverwhere the graphic is stored, and the text to display for the emoticon if the graphic does notappear on the customer’s web page.For example, if you have a file named smile.jpg stored on your Web Server machine, you usethe Emoticon Properties dialog box to configure the properties of smile.jpg. You enter the filename as //webserver/emoticons/smile.jpg, and type :-) as the text to display if thegraphic does not appear on the web page.G281-0810-02, October 2003C-14 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCRMREADY.FMConfiguring CRM ReadyIntroduction to CRM ReadyDConfiguring CRM ReadyThis appendix contains provides information on the CRM Ready application. It introduces thefeatures and functions that CRM Ready offers and provides details on configuring the CRMapplications, CRM Ready, and HiPath ProCenter.D.1 Introduction to CRM ReadyCustomer Relationship Management (CRM) software for call centers allows agents to trackand record call and customer information. CRM Ready is ProCenter’s Tier 1 CRM solution,providing additional information to agents. It complements the CRM software with theinformation collected and routed by HiPath ProCenter.When Procenter routes a call to an agent using the CRM Ready application, this informationpasses through CRM Ready to the third-party application. The CRM application may simplydisplay the information, or it may perform a time-saving task such as creating and displaying anew ticket for the call. This can increase agent productivity and avoid delays in dealing withcustomers.CRM Ready works by requesting that the CRM application perform one of its native functions,and provides the data required by CRM to perform that function. This can include informationautomatically collected by ProCenter, such as ANI or DNIS information. ProCenter can alsopass custom information to CRM Ready, such as customer provided information collected byan IVR.CRM Ready supports the following third-party CRM applications:● Remedy Action Request Version 4.0● Goldmine FrontOffice 2000● Clarify eFrontOffice 7.0)D.1.1Basic CRM Ready ProcessingAll supported CRM applications are similar in the way that they work with the informationprovided by ProCenter. The CRM applications may automatically open an existing ticket, orinitiate a search with information provided by the customer, for example. However, each CRMapplication uses its own interface. It expects particular function calls from ProCenter, and alsoexpects the data it receives from ProCenter to adhere to a particular format.To accommodate this, CRM Ready accepts a generalized function calling format fromProCenter. It processes the function calls, along with any included data, and then forwardsthese function calls to the CRM application in a format the CRM application expects.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide D-1

MAGCRMREADY.FMConfiguring CRM ReadyIntroduction to CRM ReadyNur für den internen GebrauchWithin ProCenter, function calls and data are specified in a DDE string. DDE strings are storedusing the call data’s DDE field, and ProCenter automatically passes call data when a call isrouted to an agent.The DDE string contains a function call specific to a supported CRM application, as well as anydata required by the CRM application to execute that function. There are a number of ways toadd a DDE string to call data:●●●Routing entries—this is the simplest method, and is useful if adding informationautomatically collected by ProCenter, such as ANI or DNIS informationIVR Processing—this is most useful if information collected from the customer is to bepassed to the CRM applicationCustom Routing Function—this is useful if you already use custom routing functionsProCenter passes the DDE string to CRM Ready using CRM Ready’s Bridge component. Afterprocessing the DDE string, the CRM component associated with the specific CRM applicationroutes the request to the CRM application in a format expected by that application.ClarifyComponentClarifyFrontOfficeHiPathProCenterDDEstringBridgeComponentCRMReadyRemedyComponentGoldmineComponentRemedy ActionRequestGoldmineFrontOfficeFigure D-1Basic CRM ProcessingFor information on DDE string format and the directives supported for each CRM product, seeSection D.2, “Planning your CRM Ready Functions”, on page D-4. For detailed information onconfiguring ProCenter to pass DDE strings to the CRM Ready application, see Section D.3.3,“Configuring ProCenter to Pass the DDE Strings”, on page D-12.D.1.2CRM Functionality Supported by CRM ReadyThe CRM Ready functions provided by specific CRM applications and the way that they useProcenter data, varies across the supported products. The following topics provide details onthe functionality provided by each supported CRM application.D.1.2.1Remedy Action Request System Version 4.0 and CRM ReadyWhen ProCenter routes a call to an agent with CRM Ready and Remedy, CRM Ready canhave Remedy perform one of the following actions:G281-0810-02, October 2003D-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCRMREADY.FMConfiguring CRM ReadyIntroduction to CRM Ready●●●Automatically create and display a new schemaOpen and display an existing schemaDisplay a search schemaFor details on DDE strings supported and the format of DDE strings that can be used withRemedy, see Section D.2.3, “Remedy Functions and DDE String Details”, on page D-9.D.1.2.2Goldmine FrontOffice 2000 and CRM ReadyWhen ProCenter routes a call to an agent with CRM Ready and Goldmine, CRM Ready canhave Goldmine FrontOffice perform one of the following actions:●●●●●Pop an existing contact record based on the ANI dataPop an existing contact record based on customer-provided dataPop a new contact record based on customer-provided dataPop an existing HEAT ticket based on customer-provided dataPop a new HEAT ticket based on customer-provided dataFor details on DDE strings supported and the format of DDE strings that can be used withGoldmine FrontOffice, see Section D.2.2, “Goldmine Functions and DDE String Details”, onpage D-5.D.1.2.3Clarify eFront Office and CRM ReadyWhen ProCenter routes a call to an agent with CRM Ready, CRM Ready can have Clarifyperform one of the following actions:●●Pop a new casePop an existing caseFor details on DDE strings supported and the format of DDE strings that can be used withClarify, see Section D.2.1, “Clarify Functions and DDE String Details”, on page D-4.D.1.3Modes of OperationCRM Ready can be configured to work in one of two ways:●●Connected to the ProCenter servers using an agent Desktop applicationConnected directly to the ProCenter serversG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide D-3

MAGCRMREADY.FMConfiguring CRM ReadyPlanning your CRM Ready FunctionsNur für den internen Gebrauch>The key difference between the two methods is that when connected to ProCenterusing a Desktop application, an explicit logon is required. Once logged on, the agentis restricted to using the same computer until logging off and logging on at anothercomputer.D.1.4Skills RequiredTypically, a ProCenter Administrator and the CRM Administrator can collaborate to completeall planning and configuration tasks. The ProCenter administrator knows how calls will berouted to which agents and knows how to administer ProCenter. The CRM applicationadministrator, with the help of this document, will know what data should be provided to theCRM through CRM Ready.If the data to be passed to CRM Ready is to be collected by an IVR, then an IVR ApplicationDeveloper will be required in order to build the IVR application.For information on ProCenter call data’s DDE field and help with IVR programming againstProCenter, see the HiPath Procenter Programming Guide.D.2 Planning your CRM Ready FunctionsPlanning for CRM Ready consists of choosing the functions that you want to use based on theCRM applications being used. The following sections provide details on the CRM functionsavailable and the DDE strings required to implement those functions:●●●Clarify Functions and DDE String DetailsGoldmine Functions and DDE String DetailsRemedy Functions and DDE String DetailsUse the information in the following sections to decide on the CRM functions you want to useand record the details of the DDE strings required. You should also note any additionalcustomization such as IVR configuration or CRM resources to be created specifically for yourCRM Ready setup. When finished, use the information in Section D.3, “Implementing YourCRM Ready Functions”, on page D-11 to configure the various components.D.2.1Clarify Functions and DDE String DetailsCRM Ready provides a New Case function and an Existing Case function. The following topicsprovide details on the DDE strings for these functions.D.2.1.1New CaseThe DDE string format for the New Case function is as follows:G281-0810-02, October 2003D-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCRMREADY.FMConfiguring CRM ReadyPlanning your CRM Ready Functions\CTI_Popup_NewCase,\ \There must be a comma after the function name. There must be a space between the last twoslashes. Do not insert extra spaces anywhere else.D.2.1.2Existing CaseThe DDE string format for the Existing Case function is as follows:\CTI_Popup_Case,\\where is the case number of case to be displayed.There must be a comma after the function name. The case number to pop is embeddedbetween the last two slashes. Do not insert extra spaces anywhere else.For example:\CTI_Popup_Case,\123456\In this example, 123456 is the case number to pop on the screen.D.2.2Goldmine Functions and DDE String DetailsThe GoldMine FrontOffice 2000 component uses either ANI data or if present, the DDE stringin the DDE Data field. The format of the DDE string is explained below.>CRM Ready interfaces with two applications that are part of the GoldMineFrontOffice 2000 suite. GoldMine is the primary application that CRM Readyinterfaces with. CRM Ready also interfaces with Call Logging, part of the HEAT suiteof applications. In the descriptions below, the specific action taken by Goldmine inprocessing CRM Ready functions depends on how Goldmine is configured. Forexample, Goldmine may process the request or pass the request to HEAT for furtherprocessing. For details refer to the documentation delivered with Goldmine.D.2.2.1General Format of Goldmine DDE StringsThe general formats for Goldmine DDE strings are as follows:\\\\\\\\...\\\ *Table D-1 General format of Goldmine DDE strings* Used only for creating a new Call Log RecordPop Type valuesG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide D-5

MAGCRMREADY.FMConfiguring CRM ReadyPlanning your CRM Ready FunctionsNur für den internen GebrauchThe following table lists the valid values that can be used item in Goldmine DDEstrings. The value you use, selects the type of screen pops displayed on the agent desktop.Pop TypeField to Query and Field to Insert valuesThe following table lists the valid and values that can be used item in Goldmine DDE strings. The value you use, selects the field tosearch in the GoldMine Database. This allows customer records to be found using criteria otherthan ANI data.Field to Insert valuesValue ExamplePop on ANI 1 \1\5\1112223333\Pop Customer 2 \2\2\Your Company\Pop New Customer 3 \3\2\New Company\3\NewContact\4\Contact\5\(905) 737-6388\Pop Existing HEAT Ticket 4 \4\45\Pop New HEAT Ticket 5 \5\2\Your Company\Table D-2Pop Type values for Goldmine DDE stringsFieldNameValue ExampleAccount No 1 \2\1\A0092127988+!3_:&Con\Company 2 \2\2\Your Company\Contact 3 \2\3\John Smith\Last Name 4 \2\4\Smith\Phone 5 \2\5\(905) 737-6388\Key1 6 \2\6\Key1 Value\Key2 7 \2\7\Key2 Value\Table D-3The following table lists the valid and values that can be used item in Goldmine DDE strings. The value you use,selects the specifies the value you are entering in a field in the GoldMine Database.Field to InsertField to Query values for Goldmine DDE stringsValue ExampleACCOUNTNO 1 \3\1\A0092127988+!3_:&Con \COMPANY 2 \3\2\Your Company \Table D-4Field to Insert values for Goldmine DDE stringsG281-0810-02, October 2003D-6 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCRMREADY.FMConfiguring CRM ReadyPlanning your CRM Ready FunctionsField to InsertValue ExampleCONTACT 3 \3\3\John Smith \LASTNAME 4 \3\4\Smith\DEPARTMENT 5 \3\5\Sales\TITLE 6 \3\6\Vice President\SECR 7 \3\7\Jane Smith\PHONE1 8 \3\ 8\(905) 737-6388\PHONE2 9 \3\9\737-5555\PHONE3 10 \3\10\737-6666\FAX 11 \3\11\737-7777\EXT1 12 \3\12\1134\EXT2 13 \3\13\1155\EXT3 14 \3\14\1144\EXT4 15 \3\15\1134\ADDRESS1 16 \32\16\45 Vogell Rd\ADDRESS2 17 \3\17\Suite 201\ADDRESS3 18 \3\18\Apartment 22\CITY 19 \3\19\Richmond Hill\STATE 20 \3\20\Michigan\ZIP 21 \3\21\89021\COUNTRY 22 \3\22\USA\KEY1 23 \2\23\Key1 Value\KEY2 24 \3\24\Key2 Value\Table D-4 Field to Insert values for Goldmine DDE stringsD.2.2.2Pop an Existing GoldMine Contact Record Based on ANI DataTo pop an existing contact, the DDE string must be formatted as follows:\1\>This is the default CRM Ready action for agents using Goldmine. If the DDE Datafield is blank, then CRM Ready will, by default, pop the contact record based on theANI of the incoming call.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide D-7

MAGCRMREADY.FMConfiguring CRM ReadyPlanning your CRM Ready FunctionsNur für den internen GebrauchD.2.2.3Pop an Existing GoldMine Contact Record Based on Customer DataTo pop an existing contact record, the DDE string must be formatted as follows:\2\\\Where is a value found in Table D-3 on page D-6For example:1\2\Your Company\In this example the Field to Query value of 2 which corresponds to a company name, with thevalue of the Company Name as Your Company.D.2.2.4Create a new GoldMine contact record Based on Customer DataTo pop a new contact, the DDE string must be formatted as follows:3\\\...\\\where values are found in Table D-4 on page D-6 and values are the actual values displayed in the popup.For example:\3\2\Your Company\3\Contact Name\4\Name\5\Department\6\Support Engineer\8\(123)555-5555\11\(123) 555-5551\16\110 Any Rd.\17\Suite 12\19\Yourtown\20\NewYork\21\12345\22\USA\In this example, a new contact record is created with the following values:Field-n to Insert value Database Name Data entered into Database2 Company Your Company3 Contact Contact Name4 LastName Name5 Department Department6 Title Support Engineer8 Phone1 (905) 737-638811 Fax (905) 737-638916 Address1 45 Vogell Rd.17 Address2 Suite 20119 City Richmond HillTable D-5 Create a new customer record example values (Sheet 1 of 2)G281-0810-02, October 2003D-8 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCRMREADY.FMConfiguring CRM ReadyPlanning your CRM Ready FunctionsField-n to Insert value Database Name Data entered into Database20 State Ontario21 Zip L4B 3T622 Country CanadaTable D-5 Create a new customer record example values (Sheet 2 of 2)D.2.2.5Pop an Existing Heat Ticket From Data in the DDE StringTo pop an existing HEAT Ticket, the DDE string must be formatted as follows:\4\\where is the number of an existing HEAT Ticket.For example:\4\45\In this example, a HEAT Ticket with an ID of 45 would be popped.D.2.2.6Create New HEAT Ticket Based on Customer Data in DDE Data FieldTo pop an existing HEAT ticket, the DDE string must be formatted as follows:\5\\\Where is a value from Table D-3 on page D-6.For example:\5\2\Your Company\Since the value of 2 corresponds to a company name, this examplewould create a new HEAT ticket for a company called Your Company.D.2.3Remedy Functions and DDE String DetailsThe following sections provide details on the DDE strings you can use with Remedy.D.2.3.1Create a New SchemaThis function creates a new schema or form entry and pops the details in the Remedy Userapplication.The DDE string in the call data’s DDE field must be formatted as follows:1\\\G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide D-9

MAGCRMREADY.FMConfiguring CRM ReadyPlanning your CRM Ready FunctionsNur für den internen GebrauchThis is followed by the data for each field in the format:\\\The following table contains details on the values you can provide for the DDE string items.For example:1\Group\4\105\4\TrangoGroupName\106\2\1001\8\4\TrangoLong Name!\2\4\Demo\This example creates a new entry in the Group schema, with four pieces of new data:●ItemTable D-6Value descriptionThe name of a schema as defined in RemedyThe number of fields of data being created in this schemaA field identifier as defined in RemedyThe Remedy datatype of the new value. Individual values are:● 1 specifies Keyword● 2 specifies Integer● 3 specifies Real● 4 specifies Character● 5 specifies Diary● 6 specifies Enumeration● 7 specifies Time● 8 specifies Bitmask● 9 specifies Unsigned LongThe value for the new fieldItem values in Create New Schema DDE stringsField ID = 105, field data type = 4 (a character), value for field = TrangoGroupName● Field ID = 106, field data type = 2 (an integer), value for field = 1001● Field ID = 8, field data type = 4 (a character), value for field = Trango Long Name!● Field ID = 2, field data type = 4 (a character), value for field = DemoD.2.3.2Query an Existing SchemaTo satisfy this request, ProCenter must supply an identifier of an existing entry. CRM Readypasses the request to Remedy which pops the details in the Remedy User application. Youcould use this schema to pop a Remedy trouble ticket, for example.The DDE string in the call data’s DDE field must be formatted as follows:0\\01\G281-0810-02, October 2003D-10 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCRMREADY.FMConfiguring CRM ReadyImplementing Your CRM Ready FunctionsThe following table contains details on the values you can provide for the DDE string items.ItemValue descriptionThe name of a Schema as defined in RemedyA unique identifier that qualifies an existing customer recordTable D-7 Item values in Query Existing Schema DDE strings>The 01 that precedes the item is mandatory.For example:0\PR Trouble\01000000000000009\This example would open the ticket with an EntryID of 000000000000009 in the PRTroubleschema.D.2.3.3Display a Search Schema Based on Arbitrary InformationThis action displays a search schema information provided by the customer and lets an agentinitiate a search with this information. You use the DDE string described in Section D.2.3.1,“Create a New Schema”, on page D-9 to display a search schema.You must first create a schema or form as a template for the search. This schema shouldinclude fields that contain data the user would want to perform a search with. Those fieldswould be populated with information collected from the customer. The schema should alsohave a search button to execute the search based on the information.>Design your search schema and create it prior to or while performing the tasksoutlined in Section D.3.2, “Performing Any Additional Updates”, on page D-12.D.3 Implementing Your CRM Ready FunctionsOnce you have chosen the functions that CRMs are to perform, setting up those functions is athree-step process.1. Making Server-side CRM Updates2. Performing Any Additional Updates3. Configuring ProCenter to Pass the DDE StringsThe following sections provide instructions on carrying out these tasks.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide D-11

MAGCRMREADY.FMConfiguring CRM ReadyImplementing Your CRM Ready FunctionsNur für den internen GebrauchD.3.1Making Server-side CRM UpdatesThe only CRM application requiring server-side updates is Clarify eFrontOffice. Part of theCRM Ready kit for Clarify includes a ClearBasic global procedure called globals.cbs. Thisprocedure contains custom code for the screen pop functions. The procedure is executed whenthe DDE client sends a request to pop a screen. The procedure resides in the global moduleand must be imported into the Clarify database:To import the global module into the Clarify database1. Log in to the ClearBasic Toolkit2. In the ClearBasic Exchange window, click the Browse button in the Code File section.3. Locate and select the globals.cbs file, and then press OK4. Click Import.D.3.2Performing Any Additional UpdatesBefore configuring Procenter to pass the DDE strings to CRM ready, you should make anyother updates you noted during planning in the previous sections. Some examples are:●●Creating new or custom CRM components, such as new schemas, that were identifiedduring planningSetting up an IVR to collect any custom information that ProCenter is to pass to CRMReady. You should also perform any related or dependent ProCenter configurationD.3.3Configuring ProCenter to Pass the DDE StringsThe last step in setting up your CRM Ready application is to configure ProCenter to pass theDDE strings that you plan to use. In general, there are three methods for placing DDE stringsin the DDE field for the call data of a specific call.D.3.3.1Adding DDE Strings to Routing EntriesWith the HiPath ProCenter Administrator application, you can define individual routing entriesfor specific ANI/DNIS combinations. When creating or modifying the routing entries, you canuse the Routing Entry Properties window’s DDE tab to add DDE strings to the routing entry.For detailed information on routing entries, see Section 10.3, “Planning and Designing YourTelephony Routing Table”, on page 10-6. For information on creating or modifying routingentries, the Administrator application Help.G281-0810-02, October 2003D-12 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCRMREADY.FMConfiguring CRM ReadySetting Up Agent Workstations for CRM ReadyD.3.3.2IVR Front EndIn call centers where callers are handled by an IVR, the IVR application can be updated toenqueue a ProCenter call with a DDE string containing information collected from thecustomer. To do so, you place the DDE string in the dde parameter when calling theTRequestEnqueue() API function call.For details on using the ProCenter IVR APIs, refer to the HiPath ProCenter ProgrammingGuide.D.3.3.3Custom Routing FunctionProCenter supports the use of a custom routing function stored in a custom DLL. If yourProCenter server is using a custom routing function, the function can be updated. To add aDDE string to call data, place the DDE string in the pszDDE parameter when building theRoutingTableOutput structure for a call to be routed.For details on working with custom routing functions, see the HiPath ProCenter ProgrammingGuide.D.4 Setting Up Agent Workstations for CRM ReadyThe steps in setting up an agent workstation to use CRM Ready are a follows:●●●Satisfying PrerequisitesConfiguring CRM ReadyConfiguring the CRM ApplicationsD.4.1Satisfying PrerequisitesThe option to install CRM Ready is part of the process of setting up an agent’s workstation foruse with Procenter. In addition, the following instructions assumes that the proper CRMcomponents are installed.●●●If CRM Ready is to work with Remedy, the agent must have both the Remedy Notifier andRemedy User applications installed on their workstation.If CRM Ready is to work with Goldmine, the agent must have both the Goldmine and HEATapplications installed on their workstation.If CRM Ready is to work with Clarify, the agent must have the Clarify Client applicationinstalled on their workstation.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide D-13

MAGCRMREADY.FMConfiguring CRM ReadySetting Up Agent Workstations for CRM ReadyNur für den internen GebrauchD.4.2Configuring CRM ReadyBefore proceeding, you must set up CRM Ready according to the way that you want it tooperate.To configure CRM Ready:1. From the Start menu, click Programs, and then click CRM Ready and then click CRMReady. An icon appears in the system tray. It indicates that the CRM Ready link betweenProCenter and the third party CRM application is down.2. Right-click on the icon, and then click Configuration. The CRM Ready Configurationwindow appears.3. In the CRM Application list, click the name of the third party CRM application that theagent using this workstation will be using.>If the specific CRM component you want used on this computer was notinstalled, you must exit CRM Ready, perform the ProCenter installation again toinstall the CRM component, and then repeat the steps in this section.4. In the Language list, click the language that the agent using this workstation will be using.5. In the ProCenter Connection Method group box, select the method by which the CRMReady application will be connecting to the ProCenter servers.For background information on the two types of connection to ProCenter servers, seeSection D.1.3, “Modes of Operation”, on page D-3.If CRM Ready will be connecting directly to the servers, you must also provide the followingconnection information:●●●Administration Server Address: The TCP/IP port address for the HiPath ProCenterAdministration server (defaults to “6000@rrserver”)Local Address: The TCP/IP port address to be used by the CRM Ready application.The port number can be any unused TCP/IP port (but should be greater than 1024).The machine name should be the TCP/IP hostname for the machine. An example ofa Local Address on a client machine with the hostname rrclient1 would be2000@rrclient1.Agent ID: This is the ProCenter User ID for the agent that will be running the CRMReady application (this is usually the ID the agent enters to log on to the phone).6. Click OK.G281-0810-02, October 2003D-14 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCRMREADY.FMConfiguring CRM ReadySetting Up Agent Workstations for CRM Ready>CRM Ready configuration changes do not become effective until you shut down andrestart the computer. After you restart the computer, start CRM Ready again anddisplay the CRM Ready Configuration window. If the Details button is enabled,additional configuration is required for the third-party you chose. Click the Detailsbutton and provide any additional required information.D.4.3Configuring the CRM ApplicationsIf you are using either Remedy or Goldmine, you must configure those clients to work with CRMReady. The following sections provide detailed instructions on updating those CRMapplications:●●Configuring Remedy NotifierConfiguring HEAT and Goldmine CRM ApplicationsFollow the instructions in the section corresponding to the CRM application being used for theworkstation.D.4.3.1Configuring Remedy NotifierTo configure Remedy Notifier to work with CRM Ready:1. Start the Remedy Notifier application.2. On the Tools menu, click Options. The Options window opens.3. Click the Alerts tab.4. Ensure that Display Alert Messages is selected.5. Click OK.D.4.3.2Configuring HEAT and Goldmine CRM ApplicationsOn the agent's workstation, you must configure the HEAT Call Logging application and theGMSS Administration Module. The updates allow CRM Ready to create new Call Loggingrecords using the HEAT Call Logging application. If these updates are not made, CRM Readywill only be successful in popping existing records.To configure HEAT Call Logging1. Open the WinHEAT.ini file in a text processing application such as Notepad. It is locatedin the c:\windows or c:\winnt directory depending on the operating system installed onthe workstation.2. Add the following text to the WinHEAT.ini file:G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide D-15

MAGCRMREADY.FMConfiguring CRM ReadyOperating CRM ReadyNur für den internen Gebrauch[Telephony]HEATservice = HeatDDEServiceHEATTopic = HeatDDETopic[Options]Telephony = 1>You may have to add the [Telephony] entry as this is not included by default.The [Options] entry is included in the file by default.3. Save the file and exit the word processing application.To configure the Administration Module’s external profile search1. Start the GMSS Administration Module. It is located in the GoldMine/Service andSupport/ folders and is named Administrator.>Cancel out of the Help Wizard if starts up by default.2. From the Defaults menu choose Telephony. The Telephony Defaults window opens.3. Select the External option.4. Ensure that Contact1 is selected in the drop down box.5. Add ACCOUNTNO to the search fields from the Available Fields.6. Click OK.>If the Telephony option is not listed in the Defaults, shutdown the GMSSAdministration Module and ensure that the entry Telephony = 1 has been addedto the WinHEAT.ini file.D.5 Operating CRM ReadyEnsure that an agent is aware of the following when running the CRM application:●●If CRM Ready is working with Remedy, the Remedy Notifier application must be runningon the agent's workstation in order for CRM Ready to function correctly. The agent mayconsider adding this application to the Startup folder to ensure the program is startedwhenever the agent logs on to the workstation. The Remedy User application need not berunning, and will in fact be started automatically (when required) if it is not running.CRM Ready determines if it is connected to the agent's Remedy software by monitoringthe status of the Remedy Notifier application. CRM Ready requires the Remedy Notifierapplication to be running and logged on to the Remedy Server.G281-0810-02, October 2003D-16 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGCRMREADY.FMConfiguring CRM ReadyTroubleshooting CRM Ready●●If CRM Ready connects to the ProCenter servers using a ProCenter Desktop application,the agent will have to log in using the Desktop application.The CRM Ready application does not have to manually log in to any of the CRMapplications. However, if the CRM application requires a logon, the agent will have to usethat application to log in.● CRM Ready determines if it is connected to the agent's GoldMine FrontOffice 2000application by connecting to the GoldMine DDE server. If this connection is created, thenCRM Ready will be considered up. If this connection is not created then a timer is set tore-try the connection until the connection is created.●The CRM Ready is not actually connected to the HEAT application for screen pops. Itdetermines the location of the HEAT executable from the registry and when a HEAT screenpop is required, runs the application passing the CallID in the command line. The Heatapplication does not need to be running for this action. When CRM Ready creates a newtrouble ticket in HEAT, it connects to it's DDE server and passes the Customer Numberthrough DDE. In this instance, if the HEAT application is not running, this action will fail.D.6 Troubleshooting CRM ReadyThis section lists a set of common symptoms you may find when running CRM Ready. One ormore solutions is provided for each problem.CRM Ready will not start on a Windows95 computerCRM Ready requires Windows95 OSR2 (or later) in order to function properly.The Remedy Notifier popup message box never appears after a callEnsure that the Display Alert Messages feature is enabled in the Remedy Notifier options.The Remedy Notifier popup message box does not automatically disappear, or theRemedy User application sometimes displays the popup data for the previous callThis problem can occur on slow machines, or machines connected to a slow Remedy server,or connected via a slow network.A possible solution is to change one of the registry settings. Edit the following registry key:HKEY_LOCAL_MACHINE\Software\Siemens\CRM Ready\CRM Components\RemedyARS 4.0Change the following value in that key:Popup Delay TimeThis value specifies the interval that CRM Ready waits for the Remedy Notifier popup messagebox to appear before instructing it to get the data for the current call.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide D-17

MAGCRMREADY.FMConfiguring CRM ReadyTroubleshooting CRM ReadyNur für den internen GebrauchThe value is measured in milliseconds. The default value is 500 (for half a second). Tryincreasing this value to solve this problem. For example, try values of 1000 or 1500. A possibleside effect is that the Remedy Notifier popup message box may appear on the screen for alonger time. If the problem is solved but the Remedy Popup message box seems to appear onthe screen for an excessively long time, you can try decreasing the value of this setting toreduce the amount of time that this message box is displayed.On agent workstations on which CRM Ready connects to ProCenter using a ProCenterDesktop application, the first call handled by the agent doesn't pop the CRM applicationscreenThis problem can occur on slow machines.A possible solution is to change one of the registry settings. Edit the following registry key:HKEY_LOCAL_MACHINE\Software\Siemens\CRM Ready\CRM Components\RemedyARS 4.0Change the following value in that key:DDE Delay Time - InitialThis value specifies the amount of time that CRM Ready waits before it connects to the ClientDesktop for the first time.The value is measured in milliseconds. The default value is 2000 (2 seconds). Try increasingthis value to solve the problem. For example, try values of 5000 or 10000. A side effect is thatthe first popup of the CRM application window will not occur for at least this amount of timedefined in this value.G281-0810-02, October 2003D-18 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchPRO4glos.fmGlossaryGlossaryXApplication names or features in parentheses indicate the application or feature with which theglossary term is available or used.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide X-1

GlossaryNur für den internen GebrauchAabandonabandon profile(Simulator)abandon rateabandon timeAbandoned, call stateacceptance settings(Networked Call Center)Access IT Monitorpermissionaccess keyAccess SystemAdministration permissionaccount codeACDACD AdminstratorapplicationACD groupA customer terminates a call by hanging up the telephonebefore an agent can answer the call.Simulation-input data used to define how long a customer’s callwaits in queue, and how likely the customer is to call back afterabandoning a call.The percentage of customers who terminate a call by hangingup before an agent can answer a call.The length of time a customer waits to talk to an agent beforeterminating a call.A call enters this state when the customer terminates a call byhanging up before an agent can answer the call.The settings configured for each site that define the criteria foraccepting calls from other participating sites.A Supervisor or Enterprise Manager who has this permissioncan log on to the IT Monitor application.See also IT Monitor application.An underlined letter in the name of a menu command or buttonin a window or dialog box. To access the command, hold downthe ALT key and press the key corresponding to the underlinedletter.A Supervisor or Enterprise Manager who has this permissioncan log on to the Administrator application. The permissiondetermines whether the Supervisor or Enterprise Manager canview or edit the information in the Administration database.See also View permission and Edit permission.A number defined by the system administrator that assigns acall to an account, wraps up a call, or otherwise classifies a call.The agent enters the code using the telephone dialpad.Entry Agents must use account codes to wrap up calls, sincethey cannot enter wrapup reasons. See also wrapup reason.See automatic call distribution.The application that is used to configure the call routingcomponents in the switch such as the switch resources andACD routing tables.A group of agents assigned to process incoming calls directedto the same number. This group of agents is defined in theswitch for ACD routing.G281-0810-02, October 2003X-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchGlossaryACD numberACD RoutingACD routing table (ART)active link(Networked Call Center)Active, resourceconfiguration stateactive, call stateadministration audit dataAdministration DatabaseAdministration ServerAdministrator applicationagentThe telephone number that calling devices dial, to access theagents in an ACD group. See also destination ACD number andsource ACD number.The ability of an ACD group to monitor parameters within thesystem and call center and use these parameters to intelligentlyroute calls to agents based on the information. The calls arerouted on a conditional basis.The group of steps that a call follows in order to determine theACD group to which the call can be sent.A solid line in the Network Traffic View (Enterprise Manager)or Network Status View (IT Monitor) that indicates a link to asite that is operational.A configuration state in which a resource is properly configuredin HiPath ProCenter.The state an email message is in when it is worked on by anagent.A table in the Reporting Database that stores the changesmade to the Production Database. These changes includedetails about the change, the time the information waschanged, and the name of the agent who changed theinformation.A database that contains configuration information for theProCenter Suite. The Administration Database can be eitherthe Production Database or a Design Database.The ProCenter server that controls all agent access to theProduction Database, whether information is being viewed orupdated. This server controls access to the ProductionDatabase from other ProCenter Suite components.The Administration Server also provides call types to the WebCollaboration Server and Email Server. These call types aredisplayed on the customer web page.A component of the ProCenter Suite used to access theAdministration Database, to view or edit the configuration of theProCenter Suite.The generic term applied to call center personnel of any usertype who handle contacts. Information on each agent, such asID, extension and state, is recorded in the database formonitoring statistics.See also Entry Agent user type, Agent user type, Supervisoruser type, and Enterprise Manager user type.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide X-3

GlossaryNur für den internen GebrauchAgent applicationagent scheduleA component of the ProCenter Suite, which an Agent user typeuses to handle calls, callbacks, chat sessions, or emailmessages, perform online telephone functions, and view asummary of his or her own current call queue activity.Simulation-input data used to define when agents start and stophandling contacts throughout the day. For example, you candefine 15-minute intervals for when an agent’s shift starts andstops, or when the agent goes on lunch or on a break.Agent settingsAn agent of any user type will have no settings, a mandatorywrapup required, or a timer set which limits the amount of timean agent has to complete a contact.agent state-no-reason data A table in the Reporting Database that stores information onany agents that did not enter an unavailable reason, a workreason, a delete reason, or a wrapup reason when working ona contact.agent teamA group of agents that Supervisors or Enterprise Managers cancreate to organize the agents.For example, you can organize agents alphabetically by lastname.agent thresholdsThreshold levels that you can set to help you monitorperformance statistics for agents and departments.Supervisors or Enterprise Managers can set Low, Medium, andHigh threshold levels for agents or departments.agent time-in-state dataAgent user typeagent utilizationagent-to-calls comparisonaggregateInformation in the Reporting Database that includes the amountof time each agent spends in each agent state.The user type assigned to call center personnel defined in thedatabase as agents who handle ProCenter contacts. See alsoEntry Agent user type, Supervisor user type, and EnterpriseManager user type.A performance statistic that indicates the percentage of time anagent spends handling contacts, compared to the total amountof time spent in Available, Talk, and Work states.When an agent’s résumé is compared with the requirements ofeach contact in the queue. An agent can be eligible for no calls,only one call, or more than one call.A group of FlexRouting ACD groups or call types that havesimilar properties. You can monitor this information forgroupings of similarly routed contacts, even if different skills areused.G281-0810-02, October 2003X-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchGlossaryAND operator(RésuméRoutingAdvanced)ANI numberAnnouncement portsAPIapplication IDApplication ProgrammingInterface (API)ARTauditing reportsAuto-available afterwrapup permissionautomatic call distribution(ACD)Automatic NumberIdentification (ANI) number(caller ID)auto responseA logical operator used in call requirements. The AND operatorrequires that agents meet the skills before and after the AND.See Automatic Number Identification number.If using a HiPath 3000 switch, Call Director can operate usingAnnouncement ports and Interactive ports. Announcementports play announcements for the caller, and the caller istransferred to an eligible agent at any time during this process.The caller cannot enter any information. See also Interactiveports.See Application Programming Interface.A unique numeric identifier for the installation of the IT Monitorapplication.Software that a program uses to request and carry out low-levelservices performed by another component in a computer ortelephone system.See ACD routing table.Reports that help you examine ProCenter Suite functions. Theyconsist of Audit Trail Reports, Error Reports, and DefaultedRouting Reports.An agent who has this permission is automatically put inAvailable state after he or she wraps up a contact.A telephony service that routes incoming telephony calls to thenext available agent using one of the following search methods:● First-in-first-out (FIFO)—system selects agent position thathas been idle the longest.● Distribution—system starts searching at the agent positionfollowing the last agent position to receive a call.● Hunt—system starts searching at the first agent position inthe group until an agent is located.The number retrieved by the Automatic Number Identification(ANI) feature provided by the telephone companies in the publicswitched network. The ANI number is the billing numberidentified with the external trunk of the calling number. Thisnumber may not be the actual number from which the customeris calling.An automatic response to a customer’s email message. Theresponse can contain an answer to a frequently asked question.Configure the auto response in an email message template.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide X-5

GlossaryNur für den internen GebrauchAuto Responder moduleauto acknowledgementAuto AcknowledgementmoduleAvailable, agent stateaverage wait timeAn Email Server Interface, used to send auto responses tocustomer email messages.An automatic acknowledgement of a customer’s emailmessage. The acknowledgement should inform the customerthat their question is being investigated.An Email Server Interface used to send autoacknowledgements to customer email messages.An agent who is able to receive new contacts. To be available,an agent must be logged on to the switch, not currentlyassigned to a contact, and not wrapping up or working on anassigned contact.A performance statistic that indicates the average amount oftime (in seconds) that contacts of a specific call type,FlexRouting ACD group, or aggregate, waited in queue beforethe contacts were assigned to agents. Abandoned contacts donot affect the average wait time statistic.G281-0810-02, October 2003X-6 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchGlossaryBbackup FlexRoutingBest Performing Site(Networked Call Center)blockedThe ACD routing configuration, which is used to route calls if theProCenter Suite is temporarily non-operational.A distribution method used in networked call center settings thatdetermines the best site to handle a call, based on selectedperformance criteria.A call that cannot be completed. When a customer receives abusy signal, the call is blocked.blocked profile (Simulator) Simulation-input data used to define your customers'tendencies to call back after being blocked.Blue PumpkinBreak Edit LockspermissionBridge ComponentBrowser Based DesktopapplicationBusiness Rules RoutingBusiness Rules RoutingscheduleBusy, agent stateA third-party workforce management application.A Supervisor or Enterprise Manager who has this permissioncan unlock a database record that another agent is editing in theProduction Database.If a database record is locked when you try to modify it, youhave the option to break the lock. The other agent's unsavedchanges are canceled, and you can edit the record. Breakingedit locks should be done only in emergency situations.The CRM Ready application component that providesconnectivity between CRM Ready and HiPath ProCenter.See also Customer Relationship Management.Use Netscape Navigator or Microsoft Internet Explorer to startthis version of the desktop application that agents use to handlecalls. Agents can handle calls and callbacks, perform onlinetelephone functions, and display a summary of current callqueue activity.A method of routing, selected in the telephony routing table, thatuses flow diagrams, configured in the Administrator application,to direct telephony calls to the correct agents.A schedule that reflects a contact center’s ability to handleBusiness Rules Routing. You can set a restriction so thatBusiness Rules Routing cannot be used on a particular day.An agent who is speaking to another agent or customer.Ccall-by call dataData about individual calls, which includes the contact recordsand wrapup data stored in the Reporting Database.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide X-7

GlossaryNur für den internen GebrauchCall-by-Call Reportingfeature (Call-by-CallReporting)call captionCall Center Schedulecall dataThe feature of the ProCenter Suite which you use to store Callby-Calldata, which includes specific records of each callhandled, and the wrapup information that agents complete foreach call. You can set the retention periods for contact recordsand wrapup data.A text string used to describe a contact. The caption can beused to identify a contact that comes from a particular individualor company, or a contact that deserves special treatment, suchas a first priority call.A schedule that reflects a call center's availability to handlecontacts of the callback, chat, or email media types. Arestriction can be set for certain days so that no contacts arescheduled.A table in the Reporting Database that stores information onany data associated with a contact (for example, a script URL).This data is transferred through the system with the contact inkey-value pairs.Call Destination List (CDL) A list of targets (UCDs, extensions) to which an incoming call isforwarded (HiPath 3000 switch only).Call Director application The ProCenter Suite application that you use to create, modify,maintain, and run ProCenter Call Director scripts. These scriptsobtain caller information required for assigning the correct calltype to the call when the call is enqueued to the HiPathProCenter Suite.The Call Director application supports Announcement ports andInteractive ports when using a HiPath 3000 switch. See alsoAnnouncement ports and Interactive ports.call matchingcall requirements(RésuméRoutingAdvanced)The process of matching a contact with an available agent,using the agent's résumé as one of the main criteria.A logical expression that describes the skills and skill levelsrequired by a contact. Call requirements are used in each callstep to describe the requirements of a contact at a specific timein queue.G281-0810-02, October 2003X-8 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchGlossarycall step The part of a call type that specifies the requirements of acontact of any media type at a specific time in queue, and theamount by which priority increases at the beginning of the step.An enqueued contact moves through the call steps in order,until the end of the last call step, at which time the contact timesout (calls), is sent to a time-out call type (email messages), or isdeleted (callbacks and chat requests).The length of time that a contact can remain in each call stepdepends on the specified step time of the call step.Call thresholdcall-to-agents comparisoncall typecall type listcall type performancestatisticsCallback Databasecallback media typecallback requestThreshold levels that you set to help you monitor performancestatistics for call types, ACD groups, and aggregates.A Supervisor or Enterprise Manager can set Low, Medium, orHigh level thresholds for the call types and ACD groups.Use the Desktop application to notify agents if a call type, ACDgroup, or aggregate is above or below a threshold level.When the requirements of an enqueued contact are comparedto each available agent's résumé.A description of the requirements of a contact of any mediatype. A call type contains a series of call steps, each of whichspecifies the requirements and priority of the contact at acertain time in queue. An enqueued contact moves through thecall steps in sequence, until the end of the last call step, at whichtime the contact times out (calls), is sent to a time-out call type(email messages), or is deleted (callbacks and chat calls).Groups of call types, ACD groups, or aggregates that help youorganize the contacts that you are permitted to monitor.A set of performance statistics that is calculated per call type.If you are using the Networked Call Center feature, the call typeperformance statistics are exchanged among networked sites.The database that stores scheduled callbacks and routingrequests. The Callback Database contains callbacks only whilethe Callback Server is handling them. Once the callback iscompleted, the appropriate information is sent to the StatisticsServer, which in turn writes the information to the Real TimeDatabase.The means of communication associated with callbacks. Anagent makes a call to a customer as a follow up to anabandoned call, an email message, or a scheduled callback.A request submitted to the Callback Server when a customersubmits a request for an agent to call them back, a call isabandoned, or an agent creates a callback.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide X-9

GlossaryNur für den internen GebrauchCallback Servercallback settingsCallBridge ® ServerCalling, call statecalls in queueCategorizer moduleCentral AdministrationServer (Networked CallCenter)central reporting(Networked Call Center)Central ReportingDatabase (CentralReporting Server machine)central siteThe server that interfaces with external applications, such asthe Desktop applications, IVRs, or web browsers, to handlecallback requests. This server receives callback requests,schedules the request for processing, enqueues the callback tothe Routing Server at the appropriate time, and interacts withthe Desktop applications to perform the callback on behalf of anagent.The settings related to callbacks. The two main settings areConfirmation Delay (the number of seconds that the agent hasto either accept or delete an assigned callback), and File Name(the name of the import list).The CallBridge for Workgroups software, which the ProCenterSuite uses for communication between the T Server and theswitch.A state when an outgoing call is ringing, but has not yet beenconnected.A performance statistic that indicates the number of contactscurrently in the RésuméRouting Queue.If you are using the Networked Call Center feature, this statisticmight be used to make acceptance and distribution decisions.An Email Server interface, used to categorize customer emailmessages.The server that stores the data retention period, for whichreplication data for central reporting is stored in the CentralReporting Database. The data retention period is set using theAdministrator application that is installed on the CentralReporting Server machine. The Central Administration Serveris only used with central reporting.A function available with the Networked Call Center featurewhere a networked call center can replicate data stored at eachsite that is using central reporting, and uses the Reporterapplication to generate multi-site reports.The Reporting Database that resides on the Central ReportingServer machine and is used to store data collected from sitesusing central reporting.In the Network Status View (IT Monitor) or the NetworkTraffic View (Enterprise Manager), the central site is the site toand from which all links are shown.G281-0810-02, October 2003X-10 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchGlossaryCentral Statistics Server(Central Reporting Servermachine)Change Calls permissionchat media typechat sessionclosest matchComputer SupportedTelephony Application(CSTA)Conferencing, call stateConfig error, resourceconfiguration stateThe ProCenter server that performs the roll-up of data that isreplicated for central reporting. The replication data is stored inthe Central Reporting Database, and is used to generate multisitereports using the Reporter application.A Supervisor or Enterprise Manager with this permission canchange a call's priority, caption, call type, and call data.A method of communication between agents and customers. Acustomer visits a web page asking for help, and the agent canconverse in real time with the customer using standardmessages, URLs and text in a chat session window.A single conversation between one or more agents with acustomer.One of the methods used in the ProCenter Suite to matchagents with contacts. With this method, the available agent withthe skills that most closely resemble those required by thecustomer inquiry is assigned to the contact, even if an agentwith a higher skill level is available to handle the contact.A European Computer Manufacturers Association (ECMA)standard for linking computers to telephone systems. BasicCSTA is a set of API calls agreed upon by the ECMA. TheProCenter Suite uses the CallBridge Server for communicatingevents and request messages sent between the T Server andthe switch.A call connected to three or more parties.A configuration state in which an agent is configured in HiPathProCenter and the switch, and one of the following conditions istrue:●●●The agent’s associated ACD group as defined on theswitch does not match the associated ACD groupconfigured in HiPath ProCenter.The agent’s associated ACD Group as defined on theswitch is not within a HiPath ProCenter resource domain.The agent’s autowork setting is configured in both theswitch and HiPath ProCenter.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide X-11

GlossaryNur für den internen GebrauchConfig-Sync Server (Hicom300 E and HiPath 4000switches only)configuration reportsConfigurationSynchronizationConfigurationSynchronization DatabaseConfigurationSynchronization error logConfigurationSynchronization stateConnected, agent stateConnected, call stateConsulting, agent stateConsulting, call statecontactThe Config-Sync server is the key component in synchronizingthe switch and HiPath ProCenter resource definitions. Itperforms the following functions:● Monitors resource updates (event notifications) from theswitch and HiPath ProCenter.● Queries the switch and HiPath ProCenter for resourceinformation as needed.● Maintains the resource domain ranges defined using theAdministrator application.● Tracks the configuration state of resources within HiPathProCenter’s resource domain, and maintains aConfiguration Synchronization Error Log.Reports that collect the administration information from:● The Design Database to which you are connected.● The Reporting Database, if you are connected to theProduction Database.The HiPath ProCenter feature you use to synchronize HIPathProCenter configuration information with the resources on theHiPath 300 E or HiPath 4000 switch.A database that stores information used to implement theConfiguration Synchronization feature.A diagnostic log with entries corresponding to outstandingresource synchronization errors.Agents, ACD groups, ACD Extensions, Trunk Groups, andRoute control groups in HiPath ProCenter’s resource domainhave an associated state.States reflect the configuration status of the resource and canindicate:● A resource defined in one environment but not the other● Conflicts in the two sets of configuration information● Improperly defined resources in one of the twoenvironmentsAn agent who is talking to one or more parties.A call that is connected to one or more parties simultaneously.An agent consulting with another agent, while a customer is onhold.A call that is on hold, while another call is made to a secondparty for a consultation.A customer interaction established by a telephone call, an emailmessage, a chat session, or a callback.G281-0810-02, October 2003X-12 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchGlossarycontact recordsCorporate Email ServerCorporate Web ServerCRM (Client) ApplicationCRM ComponentCRM ReadyCSTAcustom routing functionCustomer RelationshipManagement (CRM)A table in the Reporting Database that contains information ona specific contact.The network resource that routes email messages to and fromthe Internet, and hosts the email addresses of agents andgroups of agents. For example, Microsoft Exchange.The network resource that contains and displays web pages topotential customers. For a contact center, the web pages canbe used by a customer to initiate a chat session with an agent.A third-party Customer Relationship Management applicationsuch as Remedy Action Request, GoldMine FrontOffice 2000,or Clarify FrontOffice 98.A CRM Ready application component that provides connectivityto a specific CRM Application. See Bridge Component.A HiPath ProCenter application that allows third-party CRMsoftware to display information collected and routed by HiPathProCenter.See Computer Supported Telephony Application..A function, written specifically for your call center, whichidentifies contacts in the RésuméRouting Queues and specifiesthe routing options for each contact. A custom routing functioncan use contact information, combined with customer databaseinformation, to identify the contacts in queue. The customrouting function then specifies the routing options used to matchthe contacts to the best available agents.Methods and software used to manage customer information ina way that increases a customer’s satisfaction with anorganization.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide X-13

GlossaryNur für den internen GebrauchDdatabase usageDDEDDE stringdefault call requirements(RésuméRoutingAdvanced)default call typedefault routingdefault skilldeferred, call statedelete reasonThe amount of disk space that the HiPath ProCenter databasesuse.See Dynamic Data Exchange.A directive to a third-party CRM application that is stored inHiPath ProCenter call data's DDE field. The CRM Readyapplication uses the directive and any included data to pass arequest to the CRM application.The call requirements used by default routing, if you are usingthe RésuméRouting Advanced feature. The applicationautomatically creates the default call requirements in every newAdministration Database. Calls that do not match a specificrouting entry use default routing to find the best available agent.You can change or delete the default call type to correspond toyour site's routing design.The call type used by default routing to match unidentifiedcontacts to an available agent. The application automaticallycreates the default call type in every new AdministrationDatabase. Contacts that do not match a specific routing entryuse default routing. To ensure that defaulted contacts getanswered, you should specify the time-out target for this calltype.However, you can change or delete the default call type tocorrespond to your site's routing design.A system that routes all contacts that do not match a specificrouting entry. The application tracks contacts that use thedefault routing, and records this information in the ReportingDatabase. Use this tracking information to create specificrouting entries that match the origin and destination of thecontacts.The skill used by default routing when matching unidentifiedcontacts to an available agent. Calls that do not match a specificrouting entry use default routing.The state an email message is in when it has been temporarilyput on hold by an agent. The agent can return to the emailmessage to work on it.A reason for deleting a callback. Agents must select a reasonwhen they delete a callback. Delete reasons are only availableto agents who have Preview Callback permission.G281-0810-02, October 2003X-14 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchGlossarydelivered, call statedepartmentDepartment PerformanceReporting (InternationalMarket Version)Design DatabaseDesktop applicationsdestination ACD numberDialing, agent stateDialed NumberIdentification Service(DNIS) numberdiscard reasonDiscarded, call stateDisconnected, call statedistribution settings(Networked Call Center)DNIS numberA state an chat session is in when it has been routed to anagent, and the customer is waiting for a response.A group of agents defined by the System Administrator in theAdministration Database. Use departments to organize agentsinto business units for reporting purposes. If you are usingDepartment Performance Reporting or Full PerformanceReporting, you can then generate performance reports for eachdepartment.A level of the Restricted Reporting feature that allows agents toview their own performance statistics. See also FullPerformance Reporting and No Performance Reporting.A file on a local or shared drive that contains configurationinformation not used by the application. Since changes made toDesign Databases do not affect day-to-day operations, you canplan your ProCenter Suite configuration using a DesignDatabase, then put the changes into effect by saving the DesignDatabase over the Production Database.Components of the ProCenter Suite that include the Agentapplication, the Supervisor application, and the EnterpriseManager application.Called-party numbers that correspond to a dialable number(which can be used by internal callers). The destination ACDnumber is the same as the DNIS number.An agent who is in the process of dialing a number.The translated internal destination ACD number provided by theDialed Number Identification Service. The DNIS for a call is thesame number as the translated internal destination ACDnumber that routed the call, not the billing number from yourtelephone carrier.The reason why an email message was closed without an agentresponse.The state an email message is in when it is closed by an agentwithout a response.A state in which a caller and an agent has ended a chat session.The settings configured for each site to define the criteria for thedistribution of calls that require networked routing to otherparticipating sites.See Dialed Number Identification Service number.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide X-15

GlossaryNur für den internen GebrauchDomain configurationDynamic Data Exchange(DDE)The act of defining HiPath ProCenter’s resource domain. Theresource domain is monitored by the Config-Sync Server toensure that configuration information for the resources inHiPath ProCenter is synchronized with configurationinformation for the corresponding resources on the switch.A method of exchanging information between applications. Inthe ProCenter Suite, DDE information can be easily transferredfrom a routing entry to an external application.G281-0810-02, October 2003X-16 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchGlossaryEEdit Messages permission An agent who has this permission can use the Desktopapplications to edit a predefined message in the AdministrationDatabase before sending the message.Edit permissionA Supervisor or Enterprise Manager who has this permissioncan use the Administrator application to change information ina Design Database or in the Production Database to create adesign copy of the Production Database; to change, but notview, other agents' passwords; and to modify the properties ofagents who do not have Break Edit Locks permission.editable tableA table that contains information on the current call. The MasterAdministrator and agents can add or change information in aneditable table, which is later stored in the database. An editabletable is identified by the blank row at the bottom of the table, andthe row selector buttons that appear to the left of each row.eligibleemail addressemail aliasemail categoryEmail ServerAn agent who meets the requirements of the current call step ofa contact. Using the RésuméRouting feature, an agent iseligible for a call if the agent has the skill required by the currentcall step.Using the RésuméRouting Advanced feature, an agent iseligible for a call if the agent has the skills required by the callrequirements of the current call step.The electronic mail address of the person who requests aresponse from an agent, or of the center to which the requestwas sent.A single account on the Email Server, where email messagessent by customers to separate addresses are forwarded. Forexample, if one customer sends an email message tosales@acme.com, and another customer sends an emailmessage to support@acme.com, both email messages aresent to the customermail@acme.com account.A method of determining which call type to assign to an emailmessage. The text that appears in the email subject line, bodytext, or To Address is used to route the email message to aspecific call type.A software component that resides on the HiPath ProCenterServer machine and integrates email application with theProCenter Suite, so that email messages are routed toappropriate agents.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide X-17

GlossaryNur für den internen Gebrauchemail media typeemail message bodyemail message templateEmail MonitoringpermissionEmail Server machineemergency messageemoticonenqueueEnqueued, call stateEnterprise Managerapplication (NetworkedCall Center)Enterprise Manageruser type (Networked CallCenter)A method of communication between customers and agentsassociated with electronic mail.The content of an email message, excluding header informationsuch as To, From, Subject, Date. The agent may view the bodyof the email message on the Email Details View.A template used for an email message with a particular calltype. Agents can use templates to respond to customers sothey don’t type long frequently used statements.A Supervisor or Enterprise Manager who has this permissioncan monitor email messages.● In silent monitoring mode, the agent is unaware that theiremail messages are being monitored by a Supervisor orEnterprise Manager. If the Supervisor or EnterpriseManager selects a specific call type for silent monitoring,only email messages with that call type are monitored.● In training mode, the agent is aware of being monitored bythe Supervisor or Enterprise Manager.The computer on which the software components for email andthe Email Interface Server are installed.The predefined message sent to a predefined agent in anemergency situation. The message is sent to either the primaryor secondary recipient, as defined in the Administratorapplication for each agent. An emergency message requiresacknowledgment from the recipient.A typographical cartoon used in text to portray the mood of thesender, or indicate physical appearance. An emoticon is meantto be looked at sideways.A function that the ProCenter Suite performs by placing anidentified contact of any media type in queue, to be matched tothe best available agent.The contact is in queue, waiting to be assigned to an agent.The component of the ProCenter Suite that EnterpriseManagers use to monitor the call traffic and performancestatistics of multiple sites, and to view their site status.The user type assigned to agents in the database who monitorthe call traffic and performance statistics of participating sites,and make decisions regarding the participation of sites in thenetworked call center.G281-0810-02, October 2003X-18 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchGlossaryEntry Agent user typeerror dataerror messagesestablished, call stateestimated service levelestimated wait timeeventsexcluded numberThe user type assigned to agents who only receive calls sent bythe switch, not by the Routing Server.These agents cannot log on to the Desktop application. Seealso Agent user type, Supervisor user type, and EnterpriseManager user type.The table in the Reporting Database that stores all the errormessages sent by the ProCenter Suite servers.Messages that the ProCenter Suite displays to provideinformation on the system, or to indicate problems with systemoperations.A state in which a chat session has been routed, and thecustomer and agent are talking to each other in a chat session.A performance statistic that indicates the percentage of totalcontacts currently in queue that are expected to be successfullyanswered within the service level interval. The estimatedservice level takes into account the current service level, andthe number of contacts currently in the RésuméRoutingQueues. See also service level.A performance statistic that indicates the length of time acontact of any media type is estimated to wait in queue beforeit is assigned to an agent. The estimated wait time is based onthe number of contact currently in the RésuméRouting Queues.Routine activities such as calls arriving or agents logging on tothe switch.A number, entered by an administrator in the Administratorapplication, which is excluded when making callbacks.excluded skillAn option associated with an agent's skill. If selected, the agentis not assigned to contacts that require this skill in the currentcall step. In RésuméRouting, the agent is not consideredeligible for any call step that specifies a skill for which the agentis excluded. In RésuméRouting Advanced, the agent is notconsidered eligible for any call step whose call requirementsinclude a skill for which the agent is excluded.extended historical reports Reports that show Call-by-Call data and wrapup datacompleted by agents for each contact. Call-by-Call recordsinclude detailed information on every contact that comes intoyour site.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide X-19

GlossaryNur für den internen GebrauchExtra Skills criterion(RésuméRoutingAdvanced)A factor in the skill-score calculation that affects the chance ofrouting a call to agents with extra skills. Extra skills are any skillsthat a call's first call step does not require. The impact on theskill score corresponds to the importance of the extra skillscriterion, which can be set in the Administrator application. Thepurpose of the Extra Skills criterion is to minimize the risk ofassigning calls to agents who are skilled in other areas. Thissaves multi-skilled agents for more complicated calls, by givingsimpler calls to agents who have the skills to handle the call, butwho also have fewer skills.G281-0810-02, October 2003X-20 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchGlossaryFfallback numberfallback routingFlexRouting ACD groupFlexRouting performancestatisticsFlexRouting QueueFlexRouting route controlgroupACDAPPflow diagramFMNQ (Forget Me NotQueuing)focusfolder retention periodThe default ACD number to which the switch directs all callsdefined for the RésuméRouting queue if it detects a problemwith the HiPath ProCenter heartbeat.If HiPath ProCenter is unavailable, calls are routed to availableagents using the switch. Calls are distributed by the switch tosubsequent targets until they are answered.A type of ACD group. Every ProCenter agent must be assignedto a FlexRouting ACD group. A FlexRouting ACD group musthave a unique number between 1 and 255.Performance statistics about the queued contacts that can bemonitored in HiPath ProCenter Desktop applications. For acomplete list, refer to the Desktop Guide or online Help.A logical queue which contains telephony calls while they arebeing routed by the switch. See also FlexRouting ACD group.Part of the ACD routing configuration in the switch. TheFlexRouting route control group informs the switch to assigncalls from a particular ACD number to a FlexRouting ACDgroup, via shift sets and ACD routing tables (ARTs). A uniquenumber between 1 and 1020 defines each FlexRouting routecontrol group.The ACDAPP is an automatic call distribution applicationresiding on the switch that works with HiPath ProCenter toprovide skills-based routing.A combination of nodes, laid out in a decision tree, whichdetermine how a contact is routed once it arrives in the callcenter for Business Rules Routing.A call can be simultaneously enqueued in a RésuméRoutingACD group and an IVR. The caller can interact with the IVR, andbe routed to an agent when one becomes available.Describes the area of the window or dialog box where keyboardinput is possible. When an item in a window or dialog boxappears highlighted or has a box around its label, it is said to bein focus. For example, if a text box is in focus, you can enterinformation in the text box.The period of time which email messages remain on theCorporate Email Server. Email messages are deleted from thisserver after the end of the folder retention period is reached.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide X-21

GlossaryNur für den internen Gebrauchforbidden skill(RésuméRoutingAdvanced)Forbidden Skills criterion(RésuméRoutingAdvanced)forecastingforwardFull PerformanceReportingfunctionsAny skill that has a NOT operator in front of it in the logicalexpression that defines call requirements. Using a forbiddenskill in call requirements reduces the chance of routing a call toan agent with the forbidden skill.A factor in the skill-score calculation that affects the chance ofrouting a call to agents with forbidden skills. The skill scoreconsiders only the skills forbidden in the first call step. Theimpact on the skill score corresponds to the importance of theForbidden Skills criterion.Use the results of a simulation to predict the performance ofyour call center under realistic conditions.To pass along an email message to another email capableagent who can answer the question more effectively. Once theemail message has been forwarded, the agent who forwardedthe message no longer handles the message.A level of the Restricted Reporting feature that allows individualagent performance statistics to be displayed. See also NoPerformance Reporting and Department PerformanceReporting.Programs that the software uses to perform a specific task,such as saving a file or retrieving information from a database.G281-0810-02, October 2003X-22 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchGlossaryGgeneric routing entryglobal settings(Networked Call Centeronly)gradientA routing entry that uses the asterisk (*) for the contact values.Each time you create a RésuméRouting Queue or URL, theapplication automatically creates a generic routing entry thatuses default routing to match contacts to an available agent.A call or URL that does not match the values of a specificrouting entry will use the generic routing entry.Settings in the Administrator that affect all call types. The globalsettings include: the Queue Time criterion, the time-outextension, the service level interval, and the minimum eligibleagents criterion.A type of color display in which a selected color graduallychanges, merging with a user-defined secondary color. Theresults of this effect vary, depending on your monitor settings.Hheartbeathigh thresholdhistorical reportsHold, agent stateHold, call stateA feature in the ProCenter Suite that tells the switch, on acontinual basis, that the application is functioning properly.The maximum threshold for contacts or agents when aSupervisor or Enterprise Manager wants to be notified.Reports that use data from the summary performance tables inthe Reporting Database. These tables contain summary datafor 15-minute, daily, weekly, and monthly intervals. You cangenerate reports for agent, department, contact, and call typeperformance data.The state in which a caller has put an agent on hold, or theagent has put a caller on hold for a consultation, a transfer, or aconference.A state in which a caller or an agent has put a call on hold for aconsultation, a transfer, or a conference.IIMAPInactive, resourceconfiguration stateSee Internet Messaging Access Protocol.A configuration state in which an resource is configuredcorrectly in HiPath ProCenter and not configured on the switch.The agent cannot respond to contacts.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide X-23

GlossaryNur für den internen Gebrauchinactive link (NetworkedCall Center)Incomplete, agentconfiguration stateInteractive portsInteractive VoiceResponse (IVR)IVR API ConfigurationInternational Market (I.M.)versionInternet Information Server(IIS)Internet Messaging AccessProtocol (IMAP)intersite trunk profile(Networked Call Center)A dashed line indicates that there is no operational WatchdogServer or Networking Server at the site. If a small red X appearsover the site icon, then one or more of the servers at the site arenot operational, but at least one of the site's Watchdog Serversis operational. If a large red slash covers the entire site icon,then all of the servers at the site are not operational.A configuration state in which the resource is configuredcorrectly in both HiPath ProCenter and the switch, but theresource has no skills defined.In the Call Director application, Interactive ports allowcustomers to interact with the script (for example, choose anextension or enter account information), to route the call. Ifusing a HiPath 3000 switch, Call Director can operate usingAnnouncement ports and Interactive ports. See alsoAnnouncement ports.The hardware and software that acts as the first point of contactfor a caller, where the IVR interacts with the caller throughprerecorded messages. The IVR might prompt the caller forinformation, which is used to match the caller to an appropriateagent. The IVR is also known as Prompt Response unit andvoice response unit (VRU).A telephony configuration that uses an IVR which is availablefor use with the ProCenter Suite.A packaged version of the ProCenter Suite that is available forrelease outside North America. Use the I.M. version to selectthe language for the display of the ProCenter applications andthe Help. See also North American version.This server enqueues chat requests to the Routing Server,which in turn enqueues the calls to agents. The IIS Server alsoobtains chat call types from the Administration Server anddisplays them on the customer web page. The customer selectsone of these call types when requesting a chat call from anagent.An Internet protocol by which an email client receives emailmessages from the internet. It allows users to create andmanage mail folders over a network, and scan messageheaders to download only selected messages.Simulation-input data used to define the number of trunksbetween your sites.G281-0810-02, October 2003X-24 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchGlossaryIT Monitor applicationIVRIVR ACD groupIVR extensionIVR Route Control GroupIVR trunk identificationnumber (North Americanversion)IVR unit (IVR unit)A component of the ProCenter Suite which is used to● Start and stop the ProCenter servers (you cannot use theIT Monitor application to start the Watchdog Server).● Edit startup data for the Administration, Config-Sync, andWatchdog Servers.● View and test notifications.● Monitor the error messages that the ProCenter Suitedisplays.● Monitor the disk space used by the ProCenter databases.See Interactive Voice Response.A type of ACD group that routes calls to IVR extensions.An extension configured in the switch for IVR use.Part of the ACD routing configuration in the switch that assignscalls from a particular ACD number to an IVR ACD group, viashift sets and ACD routing tables (ARTs).A number used to identify the trunk that a port (including aPrompt Response IVR Server port with the APRI feature) isusing to route calls to an IVR. IVR trunks are applicable only ifthe IVR is trunk-connected to the switch.The hardware and software that acts as the first point of contactwith a customer. The unit receives incoming calls and playsprerecorded messages.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide X-25

GlossaryNur für den internen GebrauchKkey-value pairInformation stored in the database about a contact that may beuseful to an agent when making a call. Each key describes thetype of information, such as name, address, or telephonenumber. Each value is the corresponding information, specificto a contact.LLaunchpadlink(Networked Call Center)load profile (Simulator)Logged off, agent statelow thresholdThe Launchpad is the main window of the Desktop applications.If you close the Launchpad, you close the application. Use theLaunchpad to access functions in the application quickly.A line in the Network Status View (IT Monitor) or NetworkTraffic View (Enterprise Manager), representing the status of asite connected to the site to which you logged on. A link can beeither active or inactive.Simulation-input data used to define the volume of calls a sitereceives in a day, and the allocation of the total volume to eachcall type.An agent who is logged off from the switch.The minimum threshold for contacts or agents when aSupervisor or Enterprise Manager wants to be notified.MMandatory WrapuppermissionMaster Administratormedia databasemedia typeAn agent who has this permission must wrap up the currentcontact before starting another. If the Autowork timer also has atime specified, the application will automatically place the agentin Available state once the specified time limit has beenreached.An agent, configured in a newly created AdministrationDatabase who has complete access to all the functions in theAdministrator application.The database stores the information for chat and email media.The database organizes chat transcripts and emailconversations.The method of communication between a customer and a callcenter. The four types are telephony calls, email messages,chat calls and callbacks.G281-0810-02, October 2003X-26 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchGlossarymedium thresholdmessage threadminimum eligible agents(Networked Call Center)mission critical serversMonitor All Itemspermissionmonitored agentmost qualified agentMX EmailThe value of threshold between the high and the low thresholdfor contacts or agents which a Supervisor or EnterpriseManager wants to be notified.The collection of agent and customer messages for an emailcontact.A criterion that defines the minimum number of agents whomust be logged on, and must be eligible for any of the call stepsof the call type, to meet the criteria of the acceptance settings.These servers are responsible for routing contacts or for storingcontact records in the database, and are therefore essential tothe operation of the entire HiPath ProCenter system. Themission critical servers are: Administration Server, StatisticsServer, Routing Server, T Server, and Watchdog Server.An agent who has this permission can view the performancestatistics of all agents, FlexRouting ACD groups, call types, andaggregates at the site.An agent who is monitored by a Supervisor.One of the methods used to match agents with contacts. Withthis method, the agent with the highest skill level of thoseavailable to answer the customer inquiry is assigned to thecontact, even if he or she is overqualified and agents with lesserskills are capable of handling the contact.A Siemens product that provides simple routing of emailmessages.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide X-27

GlossaryNur für den internen GebrauchNnetwork congestionnetworked ACD group(Networked Call Center)networked ACD number(Networked Call Center)networked call (NetworkedCall Center)Networked Call Centerfeaturenetworked call queue(Networked Call Center)networked route controlgroup(Networked Call Center)networked routing(Networked Call Center)Networking Server(Networked Call Center)No Performance Reporting(International MarketVersion)The moment when a server expects a response from anothermachine that is registered, and does not receive a response.The delay in response time is referred to as a time out.A type of ACD group that is used to receive incoming networkedcalls. The networked ACD group operates as the networked callqueue. A networked ACD group must have a unique numberbetween 1 and 255.Sites that have a destination ACD number and can receive callsdistributed from other sites.A call that is successfully transferred from one site to another.Call centers with this feature can have multiple sitesparticipating in the acceptance and distribution of callsthroughout the networked call center.A networked ACD group that receives incoming, networkedcalls. When a call arrives in the networked call queue, theapplication has already received the routing parameters for thecall from the originating site. The application then enqueues thecall, using the call type.Part of the ACD routing configuration in the switch that receivesincoming networked calls. The networked route control groupassigns incoming networked calls to the networked ACD groupvia shift sets and ACD routing tables (ARTs). A unique numberbetween 1 and 1020 defines the networked route control group.Describes the requirements of a call or call type, when thefollowing conditions are met:● The call arrives in a Queue.● The site at which the call arrives is participating in thenetworked call center.● The call type is participating in the networked call center.● There is no agent at the site who is available and eligible forany of the steps within the call type's service level interval.The ProCenter server that makes the acceptance anddistribution decisions in a networked call center. TheNetworking Server also passes all call traffic and networked siteinformation to Enterprise Manager application workstations.A level of the Restricted Reporting feature that does not allowindividual agent performance statistics to be displayed. Seealso Full Performance and Department Performance Reporting.G281-0810-02, October 2003X-28 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchGlossaryNon-CC (Call Center),agent stateNone, call statenon-mission criticalserversnormal messageNorth American versionNOT operator(RésuméRoutingAdvanced)notificationsAn agent state in which an agent is handling a call not routed bythe ProCenter Suite.A call state in which there is no call in progress.These servers do not prevent the routing of contacts or thestoring of contact records in the database. However, they dolimit the functionality of the Desktop application.A predefined message sent or received by an agent using theDesktop applications. Agents with the Edit Messagespermission can edit the text of normal messages, and canchange normal messages to urgent messages, and vice versa.See also emergency message and urgent message.A packaged version of the ProCenter Suite that is only availablein North America. See also International Market (I.M.) version.A logical operator used in call requirements. The NOT operatorrequires that agents do not have the skill that comes after theNOT. A skill with a NOT operator in front of it is called aforbidden skill. There must be either an AND or an OR operatorplaced before the NOT, except when it is the first word in the callrequirement. If a NOT operator is placed before a skill name,there should be no skill level associated with the skill.The properties of notifying a recipient of a specified conditionyou use to assist in monitoring site status. The properties of anotification include the notification type (for example, email,pager, or SNMP trap), details (for example, email address orpager number), condition, and component (if applicable).G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide X-29

GlossaryNur für den internen GebrauchOOffered, call stateOldest callOldest overflow calloperationalOR operator(RésuméRoutingAdvanced)A call state in which a callback has been queued to an agent.An agent who has Preview Callback permission can choosewhether to accept or delete the callback. If an agent does nothave the permission, the callback is automatically assigned tothe agent.The call which has been in the current queue for the longestamount of time. Depending on the parameters configured in theAdministrator application, you can choose to include any or allof: calls currently in the queue, pending calls, or unansweredcalls. A shorter time for the oldest call indicates betterperformance, since the caller has not been waiting long beforethe call was answered.The call that is queued for the longest time in an overflowFlexRouting ACD group. Calls are routed from one FlexRoutingACD group to another when agents in the first FlexRouting ACDgroup are unable to handle the call within a specified period oftime.The status of a site where the ProCenter Suite is functioningproperly. The site can use the ProCenter Suite to route callsinternally.A logical operator used in the logical expressions that define callrequirements. The OR operator requires that agents have eitheror both of the requirements before and after the OR.Other, agent state Describes an agent not in Available, Talk, Work, Unavailable, orOn hold state. The other states are Busy, Queued, Out ofService, Dialing, and Ringing.Out of Service, agent state An agent’s phone line is not functioning properly.Outbound agentsoverflow FlexRouting ACDgroupOverflow in callsA feature that allows the System Administrator to create a list ofcallback requests in any external application. The CallbackServer scans the callback information in the list every sixtyseconds, and imports the records into the Callback Database.Any group to which a call is queued while being simultaneouslyqueued in another FlexRouting ACD group (the primary group)because no agents are available to handle the call. See alsoOverflow in calls and Overflow out calls.The number of calls that have been routed into an overflowFlexRouting ACD group. Calls remain in the primary group andare also queued to another FlexRouting ACD group when thereare no agents available to handle the call.G281-0810-02, October 2003X-30 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchGlossaryOverflow out callsoverqualified score(RésuméRoutingAdvanced)The number of calls that have been routed to a primaryFlexRouting ACD group. Calls are queued to an overflowFlexRouting ACD group when there are no agents available inthe first FlexRouting ACD group.A number used as a base for the skill score to represent howoverqualified an agent is for the ideal skills. Overqualified refersto having skill levels that are higher than the skills required bythe ideal requirements of a contact.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide X-31

GlossaryNur für den internen GebrauchPparticipating site(Networked Call Center)pending, agent statepending, call stateperformance differencePerformance Routingfeatureperformance statisticspermissionplug-inPOP3 (Post OfficeProtocol)preferenceA site that routes calls internally and is also accepts anddistributes calls as part of the networked call center. Aparticipating site provides both traffic statistics and siteperformance statistics.The state in which a contact has been assigned to an agent, butthe agent has not yet responded to the contact.A contact has been assigned to an agent, but the agent has notyet responded.A performance criterion available in the Best Performing Sitedistribution method of the distribution settings. Theperformance difference requires the best site to meet anadditional performance goal, before the application distributesthe call to that Networked Call Center.Administrators use this feature to specify performance targetsfor contacts of all media types. Administrators can specify thefollowing target performance statistics for individual call types:number of calls in queue, average wait time, estimated waittime, service level, or estimated service level.Statistics that are collected and calculated to measure theperformance of agents or sites. Information about call types andFlexRouting ACD groups is used to assess how well the agentsor sites are performing.A setting in the Administrator application that enables an agentto use a feature or perform a task.A component within the Desktop application that contains theviews and characteristics of a single media type. TheAdministrator application is used to configure plug-ins for eachagent.A standard Internet protocol by which an email client receivesemail messages from the internet. Some Email programs usethe POP3 protocol, which must be supported by the CorporateEmail Server.A number (from 1 to 9, where 9 is highest) associated with anagent's skill. Preference refers to the agent's preference forhandling calls that require the skill. Preference can also refer toa Supervisor or Enterprise Manager's preference for an agentto handle calls that require the skill.G281-0810-02, October 2003X-32 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchGlossaryPreference criterion(RésuméRoutingAdvanced)Preferred Site(Networked Call Center)Preview Callbackpermissionprimary recipientprimary sitepriorityProCenter SuiteProduction Databasepulse intervalA factor in the skill score calculation that improves or reducesthe chance of agents handling calls that require their preferredskills. Preference can represent the skills specified in the firstcall step that an agent of any user type prefers. The impact ofpreference on the skill score corresponds to the importance ofthe Preference criterion, which you can set in the Administratorapplication.A distribution method used to arrange the order in which thenetworked sites (including your site) are considered forhandling calls.An agent must have this permission to preview the callback anddecide whether to accept or delete it. Without this permission,the callback is initiated automatically.The agent defined as the first recipient of any emergencymessages that you send. If the primary recipient is not loggedon to the Desktop application, the message is sent to thesecondary recipient.The site that is designated to handle the majority of calls in anetworked call center, if you are using the preferred sitedistribution method to distribute calls.A number representing the importance of a contact. The prioritycan range from 0 (least important) to 100 (most important). If anagent is eligible to handle more than one contact, the priority ofthe contact determines the best match.The suite of applications that provide intelligent, skills-basedcall routing. The ProCenter Suite includes databases, servers,and applications.The Administration Database that is located on the ProCenterServer machine. The ProCenter Suite uses the ProductionDatabase to control call routing and system operations.The interval, in seconds, between heartbeat pulses sent fromHiPath ProCenter to the switch.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide X-33

GlossaryNur für den internen GebrauchQQueue Time criterionqueue typeQueued, agent stateQueued, call stateA factor in the skill score calculation that improves or reducesthe chance of routing an older call to an available agent. Theimpact of time on the skill score is a combination of theimportance of the Queue Time criterion and the time-tomaximumimportance setting, both of which you can set in theAdministrator application.The type of queue in which a call waits for connection. Possiblequeue types include aggregates, ACD Groups, and call types.An agent who is waiting to be connected to a party whosephone is currently busy.A call which is waiting to be connected to a busy extension.RRCGReal Time DatabaseReal Time Serverrefreshreleasereport periodreport scheduleReporter applicationSee route control group.The ProCenter database that collects call center performanceinformation, 24 hours a day, seven days a week. Every 15minutes, the Reporting Database collects the data from theReal Time Database for long-term storage.The server that relays data for the Desktop applicationworkstations on a LAN segment.The Desktop application workstations obtain all call, agent,system and site information from the Real Time Server.The action of updating a window with the most current data.The process of selecting a call that is reserved (either inReserved for Self or Reserved state), and removing it fromReserved state. The ProCenter Suite then uses the call type tomatch the call to the best available agent.The period of time for which data is shown. For example, aweekly report might include call performance data for the periodbetween 09:00 Monday and 21:00 Friday.The information that determines when the report runs. Forexample, you might schedule a report to run every Friday nightat 22:00.The component of the ProCenter Suite that generates reportsfrom information in the Reporting Database and the CentralReporting Database.G281-0810-02, October 2003X-34 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchGlossaryReporting DatabaseThe ProCenter database that collects performance data foryour call center. The database stores summary performancestatistics, and a copy of the data in the production copy of theAdministration Database.The Reporting Database also stores Call-by-Call data, if youhave the Call-by-Call Reporting feature. See also CentralReporting Database.request messages A server sends a request if it needs information from anotherserver or IVR unit, or if it needs another server or IVR unit toperform a task.Requeue Calls permission An agent who has this permission can use the Desktopapplications to transfer an answered contact of any media typeto a requeue target. An agent can requeue a contact to anyrequeue target defined in the Production Database.requeue targetreserveReserve Calls permissionReserved/Reserved forSelf, call stateresource domainresponse templateRestricted Reportingfeature (I.M. version)A target to which an agent who has Requeue Calls permissioncan requeue any contact, if the customer asks to be directed toanother agent at the end of a media type contact‘.The action of selecting a specific call that you want to handle,rather than having the ProCenter Suite route the call for you.A Supervisor or Enterprise Manager who has this permissioncan reserve a call, or release one that was reserved.A call can be reserved for a specific agent for a specifiedamount of time. If the agent does not become available by theend of the specified time, the application enqueues the call witha call type.A call that has been designated, either by you or another agent,for handling by a specific agent (sometimes yourself).The resource domain is a defined set of agents, ACD groups,ACD extensions, Route Control groups, or Trunk groups.Defined ranges of these resources are monitored by the Config-Sync server to ensure that configuration information for theseresources in HiPath ProCenter is synchronized withconfiguration information for the corresponding resources onthe switch (Hicom 300 E and HiPath 4000 switches).A template used for an email message with a particular calltype. Agents can use templates to respond to customers sothey do not have to type messages repeatedly.The feature that determines which level of agent performancestatistics are kept in the Reporting Database. See alsoNo Performance Reporting and Department PerformanceReporting.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide X-35

GlossaryNur für den internen GebrauchrésuméRésuméRouting ACDgroupRésuméRouting AdvancedfeatureRésuméRouting featureRésuméRouting QueueRésuméRouting routecontrol groupretry reasonRinging, agent stateroute control group (RCG)routing entryRouting permissionThe list of the agent’s skills.For each skill, you can set the agent's preference level andoption to exclude the skill. If you are using RésuméRoutingAdvanced, you can also set the agent's skill level for each skill.A type of ACD group that has no members. Calls are storedhere before being placed in a RésuméRouting Queue. See alsoRésuméRouting Queue.The feature that contains the full routing capabilities of theProCenter Suite. RésuméRouting Advanced provides moreflexibility than RésuméRouting because it uses skill levels torefine the skill matching between contacts and agents, it useslogical expressions to define the requirements of contactsduring each call step, and it allows you to define the relativeimportance of the criteria for determining the best skills match.The feature which uses simple skill matching to route contactsof any media type with the ProCenter Suite.A logical queue, where calls are placed after arriving in aRésuméRouting ACD group.Part of the ACD routing configuration in the switch. TheRésuméRouting route control group informs the switch toassign calls from a particular ACD number to a RésuméRoutingQueue, via shift sets and ACD routing tables (ARTs). A uniquenumber between 1 and 1020 defines each RésuméRoutingroute control group.A reason for retrying a callback that has failed. These reasonsare created by an administrator in the Administrator application.Agents must select a reason when the callback result “failure”is selected in the Callback Details View.The state that describes an agent when his or her telephone lineis ringing or the line that he or she has dialed is ringing.Part of the ACD routing configuration in the switch that assignscalls from a particular ACD number to an ACD group, via shiftsets and ACD routing tables (ARTs). Each route control groupis defined by a unique number between 1 and 1020.Part of the routing table that specifies routing options forcontacts that match a specific set of information.A Supervisor or Enterprise Manager who has this permissioncan use the Administrator application to create or updaterouting entries.G281-0810-02, October 2003X-36 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchGlossaryRouting ServerRouting tablerow selector buttonThe ProCenter server that performs all matching calculationsand call routing.A table of information used to identify incoming contacts. Therouting table consists of routing entries, which specify routingoptions for each specific combination of:● Call - ANI, DNIS, and RésuméRouting Queue● Chat - URL● Email - CategoryWhen a contact is matched to a routing entry, the applicationuses the routing options specified by the entry to route thecontact.A column of unlabeled buttons at the left side of an editabletable. Double-click the row selector button at the beginning of arow to select the entire row in the table. Once the row isselected, the user can edit or delete the row from the table.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide X-37

GlossaryNur für den internen GebrauchSScheduled, call statescreen popScreen Pop permissionScriptingsecondary recipientsecondary sitesecondary stateSecure Sockets LayerProtocolserver machineserver response timeA call state in which a callback has been assigned an attempttime, date, and telephone number to try.An event-driven mechanism that opens a window on an agent’sworkstation. The window displays call or customer information.The screen pop is usually activated when the agent receives acall through the ACD.An agent of any user type who has this permission has a“details” view open automatically when a contact is assigned tothat agent.An agent handling a particular contact can use scripting to openthe web page associated with the call. The agent can use thescript on the web page to assist them in handling a contact.The agent defined as the second recipient of any emergencymessages that you send. The secondary recipient is sent themessage if the primary recipient is not logged on to the Desktopapplication.The site that is designated to handle the calls in a networkedcall center when the primary site is busy, if you are using thepreferred site distribution method to distribute calls.An agent's secondary state represents the type of call that anagent is handling. The type of call is based on how the call wasinitiated or routed.Possible secondary state values include:RR IN – incoming call, routed by RésuméRoutingRR OUT – outgoing callback, initiated by RésuméRoutingIVR IN – incoming call, routed by an IVRACD IN – incoming call, routed by an ACDNA IN – incoming call, not routed by an ACDNA OUT – outgoing call, not initiated by an ACDNA INT – internal call, not initiated by an ACDA protocol that protects data passed between a browser and aserver.The machine on which the server software resides. The serversoftware running on the machine is referred to simply as aserver.A condition that is used to monitor the state of resources on aserver machine. The application takes memory, CPUresources, and network activity into account when determiningthe server response time.G281-0810-02, October 2003X-38 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchGlossaryserver statusThe operating status of the ProCenter servers. The IT Monitorapplication monitors whether a server is operational (the serveris up), or not operational (the server is down).service levelA performance statistic that indicates the percentage ofcontacts that are considered successfully answered within theservice level interval.service level interval The service level interval is the length of time in which, in orderto be considered successfully answered, a contact must beanswered.session idA 30 character alphanumeric identification number that islogged for each chat session.Set Thresholds permission A Supervisor or Enterprise Manager who has this permissioncan set thresholds for call types that the agent monitors. TheSupervisor or Enterprise Manager can be notified when theperformance statistics of call types break the specifiedthresholds.shortcut keyA keyboard key, or key combination, that you press to invoke acommand.shortcut menuThe menu that appears when you right-click an item. Theshortcut menu lists the commands available for the item.SIDSimple Mail TransferProtocol (SMTP)Simple NetworkManagement Protocol(SNMP) trapsimulation (Simulator)simulation case(Simulator)See System Installation Diskette.A standard Internet protocol by which an email message isrouted on the network. Some EMail applications use the SMTPprotocol, which must be supported by the Corporate EmailServer.A component of SNMP that contains data that a manageddevice (for example, a Watchdog Server) passes to an SNMPmanager. SNMP is a TCP/IP standard protocol that is used tomonitor network resources.A process used to predict the effect that configuration data froma Design Database, and simulation-input data, will have onactual call center performance. The Simulator runs single-siteor multi-site simulations.The data that defines the simulation-input data, configurationdata, and general information (for example, the start and endtimes for the simulation period) to be used in a simulation.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide X-39

GlossaryNur für den internen Gebrauchsimulation input data(Simulator)Data used in conjunction with configuration data from a DesignDatabase to provide the Simulator with information it needs torun a simulation. Simulation-input data includes agentschedules, load profiles, abandon profiles, blocked profiles, talkprofiles, intersite trunk profiles (Networked Call Center only),and site cases (Networked Call Center only).simulation reports Reports that assist in simulation activities performed elsewherein the ProCenter Suite.Simulator application The component of the ProCenter Suite that enables you to runsimulations against a specified Design Database, and toanalyze the results of the simulation.siteA physical call center in a call center network if you are usingthe Networked Call Center feature.site caseSimulation-input data used to define the Design Database andsimulation case that simulates other sites in your networked callcenter.site performance statistics A set of performance statistics that are calculated for each site.If you are using the Networked Call Center feature, the followingsite performance statistics are exchanged among networkedsites, and are used in the acceptance and distributiondecisions: service level, estimated service level, average waittime, estimated wait time, calls in queue, and agent utilization.site statusskillThis icon indicates the status of the mission critical and nonmissioncritical servers at a site. The status icon appears at theleftmost side of the view. Status types are Fully Operational,Mission Critical, Running in Transition, Initializing, andCongested.An area of expertise that a caller requires, or that an agentpossesses.skill level(RésuméRoutingAdvanced)A number (from 1 to 9, where 9 is highest) associated with askill, to represent the amount of expertise in the skill that a callerrequires or that an agent has.G281-0810-02, October 2003X-40 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchGlossaryskill scoreSMTPSNMP trapsource ACD numberSSLstandard messagesStatistics Serverstatus barsummary performancedataSupervisor applicationSupervisor user typeA value calculated during the matching process, to determinethe best possible match between calls and agents. The skillscore determines whether an agent is a good skills-match for acall, while taking into account the amount of time the call hasbeen in queue. In RésuméRouting Advanced, the skill scoreindicates how overqualified an agent is for the idealrequirements of a contact, and calculates a score for the agentbased on the following items: under qualified, extra skills,preference, forbidden skills, and queue time.See Simple Mail Transfer Protocol.See Simple Network Management Protocol trap.Translated source (calling-party) numbers that can be used toroute a call. The source ACD number is usually, but not always,the same as the ANI number.See Secure Sockets Layer Protocol.Frequently used messages which can be inserted into chatsessions.The ProCenter server that records the performance data in theReal Time and Reporting Databases, and performs databasemaintenance. The maintenance includes rollups, purging olddata, copying Production Database data, and some Informixmaintenance.A portion of a window or dialog box (usually at the bottom) thatdisplays information on an object or choice when the mousepointer is on that object or choice. The status bar also displayssome of the properties of the view.The tables in the Reporting Database that include performanceinformation for each call type during 15-minute, daily, weekly,and monthly periods. If you are using the International Marketversion, the tables also collect the agent performance data for15-minute, daily, weekly, and monthly periods, depending onwhich level of the Restricted Reporting feature you are using.A component of the ProCenter Suite, which a Supervisor usesto handle contacts, monitor historical information about agentsand contacts, and monitor agent performance based onperformance statistics.The user type assigned to call center personnel who performadministrative functions, or who use the Supervisor applicationto monitor call center activity.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide X-41

GlossaryNur für den internen GebrauchswitchSync Error*, resourceconfiguration stateSync Error, resourceconfiguration stateSystem IntegrationDiskette (SID)A computerized telecommunications system that providesconnections between internal telephone extensions andexternal telephone networks.A configuration state in which a resource is configured on theswitch (Hicom 300 E or HiPath 4000), but is not configured inHiPath ProCenter.A configuration state in which a resource is configured in HiPathProCenter, but is not configured on the switch (Hicom 300 E orHiPath 4000).A diskette that contains the licenses to a certain number offeatures of the HiPath ProCenter suite. A basic installation ofthe HiPath ProCenter suite provides a basic set of features.Each SID is customized for the customer to include specificrequirements.G281-0810-02, October 2003X-42 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchGlossaryTT Servertalk profile (Simulator)Talk, agent stateTalk, call statetarget performancestatistictelephony media typethreshold leveltimed outtime-out targetThe ProCenter server that monitors the switch and sends allProCenter call routing commands to the switch. The T Serveralso maintains state information for agents for all media typesand call state information.Simulation-input data used to define the distribution of talktimes for your simulation. When you specify the load allocationinformation for the call types in a load profile, you also need tospecify the talk profile for each call type.The state in which an agent is talking with a customer, or talkingwith another agent while connected to a customer.The state that describes a call that is an active discussionbetween a customer and an agent. A call is not in Talk state ifthe call is on Hold.A set of statistics for a contact when the administrator specifiesa target performance statistic for a call type. Administrators canclick any one of the following target performance statistics:number of calls in queue, average wait time, estimated waittime, service level, estimated service level.The means of communication associated with calls through theswitch.A predefined number for a performances statistic for contacts oragents.A Supervisor or Enterprise Manager can create an audiblewarning that a performance statistic has been met.When a contact cannot be routed to an agent, either becauseno eligible agent is logged on, or because the call reached theend of the last call step in the call type before the applicationcould assign the contact to an eligible agent.The designated target to which the ProCenter Suite routescontacts that time out. You can set a global time-out target,used for all calls, and a time-out target for each call type. Calltypes use the global time-out target if they do not have onespecified.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide X-43

GlossaryNur für den internen Gebrauchtime to maximumimportancetracked destinationtracked sourcetraffic statistics(Networked Call Center)trunk groupThe time after which the Queue Time criterion no longer affectsthe skill score. When any contact is first enqueued, the QueueTime criterion has no effect on the skill score (since the time inqueue is zero seconds). As the contact waits in queue, theimpact of queue time on the skill score increases, until the timeto-maximumimportance is reached. After this time, the queuetime has no further effect, and the skill score remains at thelevel set by the importance of the Queue Time criterion.Tracked destinations are monitored by HiPath ProCenter forreporting purposes. Valid destination types are:● Internal and external DNIS numbers● To field values associated with incoming email messages● Web page URLs from which customers initiate chat callsUse the Administrator application to specify the destinationsyou want to monitor.Tracked sources are monitored by Hipath ProCenter forreporting purposes. Valid source types are:● ANI numbers● From field values in incoming email messages● Customer IP addresses or other customer identitiesassociated with chat callsUse the Administrator application to specify the destinationsyou want to monitor.Statistics that indicate the number of calls accepted anddistributed among sites participating in the networked callcenter. You can display traffic statistics in the EnterpriseManager application and you can use the Reporter applicationto generate traffic statistic reports. The Enterprise Managerapplication displays traffic statistics only for sites that are bothoperational and participating in the networked call center.A grouping of trunks defined in the switch. Each trunk groupconfigured in the switch can be monitored by HiPath ProCenterfor reporting purposes. HiPath ProCenter generates 15-minutestatistical summaries for each specified trunk group.G281-0810-02, October 2003X-44 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchGlossaryUUnanswered, call stateUnavailable, agent stateunavailable reasonunavailable, agent stateUnderqualified criterion(RésuméRoutingAdvanced)Uniform Call Distribution(UCD)urgent messageURLURL Screen Poppermissionuser extensionAn incoming call that the application assigns to an agent, ortransfers to the agent's extension, but which the agent does notanswer. A call becomes orphaned if it continues to ring on theagent's phone past the maximum pending time.An agent who is logged on, but unavailable to handle a contact.When entering the Unavailable state, an agent can select anunavailable reason.A predefined explanation for entering the Unavailable state.When an agent uses one of the Desktop applications to enterthe Unavailable state, the agent can select from a list ofpredefined reasons for becoming unavailable.The state in which an agent is logged on, but unavailable tohandle a contact. When entering the Unavailable state, andagent can select an unavailable reason.A factor in the skill-score calculation that improves or reducesthe chance of routing a contact to an under qualified agent. Theimpact on the skill score corresponds to the importance of theunder qualified criterion.The UCD distributes calls evenly to call center agents (HiPath3000 switch).A predefined message that an agent using the Agentapplication, Supervisor application or Enterprise Managerapplication can send or receive. Urgent messages aredescribed as Urgent in the Read Messages dialog box. Agentswith Edit Messages permission can edit the text of urgentmessages. See also normal messages and emergencymessages.A URL (Uniform Resource Locator) is an Internet address thatlocates a specific resource on the World Wide Web orelsewhere on the Internet.An agent who has this permission automatically has a browserwindow appear that displays a script the agent can use tohandle the current contact.An extension configured in the switch for an agent to use. Youmust create a corresponding switch resource for everyextension, so that the application can monitor the status of thelines. When agents log on, they must select the extensionnumber at their workstations so that the application can monitorthe appropriate extensions.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide X-45

GlossaryNur für den internen GebrauchutilizationThe amount of time you spent working or handling calls, as apercentage of your time logged on to the ACD.G281-0810-02, October 2003X-46 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchGlossaryVviewView Others' PerformancepermissionView permissionvirtual group(RésuméRoutingAdvanced)Virtual Queue LEDVirtual Queue viewVisual EditorA window created in the Supervisor application, the EnterpriseManager application, or the IT Monitor application whichdisplays statistics, information, or the status of agents, calls,sites, or servers in the ProCenter Suite.A Supervisor or Enterprise Manager must have this permissionto view the performance statistics of a monitored agent.The agent performance statistics are:● The amount of time the agents have spent in the currentstate.● The number of contacts the agents have handled sincelogging on.● The agents' utilization rates.● The average amount of time the agents have spent in Talkstate.● The average amount of time the agents have spent in Workstate.A Supervisor or Enterprise Manager must have this permissionto perform the following actions using the Administratorapplication: view information in a Design Database or in theProduction Database, and create a design copy of theProduction Database.A group of agents who meet the associated call requirements.If an agent's résumé includes the skills required by a set of callrequirements, the agent is in the virtual group associated withthe call requirements.An icon that appears in the system tray on Desktop applicationworkstations. You can use the Administrator application to setthe Virtual Queue LED to either turn on, flash, or wink, whenthere is a specified number of contacts in queue that the agentis eligible to handle. The Virtual Queue LED acts as an indicatorby changing behavior when the number of contacts that theagent is eligible to handle reaches different levels.Displays summary information on contacts in the queue in theDesktop applications, for the call types you are eligible tohandle.A component of the Administrator application that you use todisplay the Administration Database in an organized selectionof columns. You can add, remove, copy, and displayrelationships between items in the database.G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide X-47

GlossaryNur für den internen GebrauchWwait timeWatchdog ServerWeb Collaboration ServerWork, agent statework reasonwrapup datawrapup fieldwrapup reasonThe amount of time a customer waits before talking to an agent.The ProCenter server that resides on each machine that has aProCenter server installed. The Watchdog Server isresponsible for starting all other ProCenter servers andmonitoring their status, and issuing notifications whilemonitoring server status, server response time, and databaseusage.The server that interfaces with external applications, such asthe ProCenter Desktop applications, JAVA and Web browsersto handle help requests from the Web. This server receives aWeb request, enqueues the chat to the Routing Server at theappropriate time, and interacts with ProCenter Desktop to opena chat session for an agent.The state that an agent is in while working on a contact.For example, an agent may be typing a reply or researching ananswer for an email message, wrapping up a call, answering achat call, or submitting a result for a callback.An explanation for entering the Work agent state. When anagent uses one of the Desktop applications to enter Work state,the agent can select from a list of predefined reasons forentering Work state.The table in the Reporting Database that contains the wrapupfields and reasons that agents complete when wrapping upcalls. Agents can save wrapup information only if they are usingone of the Desktop applications.An entry field in which an agent can store specific informationon any contact. The agent can save this information with thecontact record, if he or she is using one of the Desktopapplications to wrap up a contact.A predefined explanation for concluding a contact, that explainshow or why the contact was completed. Agents use the Desktopapplications to assign a wrapup reason to each contact.XXML FilesFiles that store agent information and summarized call recordsin an XML format. You can open and view these files in abrowser window. This information is provided to the customer’sBlue Pumpkin machine.G281-0810-02, October 2003X-48 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGbookIX.fmIndexIndexZAabout Chat feature 2-11about Email feature 2-11acceptance settings 5-11, 19-2accepting a call, conditions for 5-10Access IT Monitor permission 14-9Access System Administration permission 6-2, 14-8account codesconfiguring 6-5ACD featuresACD agent logon 17-3ACD group and queue status displays 17-3end-of-shift routing 17-3IVR extension forwarding 17-4user extension forwarding 17-4ACD group and queue status displays 17-3ACD groups 18-3agent 18-3basic 18-4IVR 18-4networked 18-4ACD Prompt Response Integration 17-17ACD routingACD features 17-3Basic configuration 17-2IVR API configurations 17-16RésuméRouting ACD groups 17-12tables 17-14activating featuresfor an existing installation 22-3, 22-4adherence thresholds 14-13average talk time 14-13average work time 14-13maximum talk time 14-13maximum work time 14-13utilization 14-13administration audit data 15-6Administration Databasecreating 22-1Design Database 21-3dynamic updates 6-11initial configuration 21-3locking the Production Database 6-3maintenance cycle 22-11putting design into production 22-8, 22-9sharing data 6-10unlocking the Production Database 6-4validating 22-6validating the Production Database 6-4Administrator applicationaccess permissions 6-2copying call types and routing entries 21-5Help 21-5overview 2-1ProCenter Administrator window 21-1refreshing information 6-12using 6-1Visual Editor 21-4Agent applicationrefresh interval 15-10Virtual Queue LED 15-10agent data, importing 23-2agent schedules, importing 23-6agent state no reason datadata retention periods 15-7Agent user type 14-2agentsadding skills to résumés 14-17adherence thresholds 14-13creating 14-1, 14-16departments 14-14, 14-16documenting media types 14-16email monitoring 14-13enabling to use wrapup features 16-4Entry Agent user type 14-2excluded skills 14-6importing agent data 23-2G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide Z-1

MAGbookIX.fmIndexNur für den internen Gebrauchimporting agent schedules 23-6importing callback data 23-7logon, ACD feature 17-3monitoring 14-12, 14-18performance statistics 15-6permissions 14-7, 14-15personal information 14-5plug-ins 14-14properties 14-3résumés 14-6, 14-15skills 6-6tips for creating many 14-17user type 14-2aggregatesabout 10-25creating 10-25Master Administrator task 6-6AND operator 13-7Announcement configuration for HiPath 3000switch (Call Director application) 3-14APRI See ACD Prompt Response IntegrationARTs 17-14Automatic Number Identification B-17, C-8autowork 14-11Auto-available After Work permission 14-12Autowork Timer permission 14-12Mandatory Wrapup permission 14-12average talk time 14-13average work time 14-13BBasic call processingdefault routing system 10-11, B-17, C-8designing 10-4with the telephony routing table 10-6Basic configurationagent extension forwarding 17-3calls 3-4configuring ACD routing 17-2networked call center 3-19requeuing strategy 18-6single-site call center 3-4with PhoneMail, IVR call processing, orCall Director 3-6Basic configuration with PhoneMail or IVRprocessingsingle-site call center 3-6Basic configuration with PhoneMail, IVR processing,or Call Directornetworked call center 3-23Basic processingwith the chat routing table C-7with the email routing table B-16Best Performing Site 5-4, 19-2Blue Pumpkin 15-9file location 15-9understanding schedules 23-5Break Edit Locks permission 14-8breaking edit locks 6-11Business Rules Routing 2-11creating schedule 11-5Decision node 11-3default routing flow diagram 11-2documenting 11-15flow diagram example 11-12Link Label dialog box 11-11Link node 11-5linking nodes 11-10nodes 11-3ODBC node 11-7SQL statements 11-9overview 11-1Result node 11-6routing sub-flow diagrams 11-3Update node 11-6Ccalculation for service level 15-3callconditions for accepting 5-10conditions for distributing 5-3identifying 3-2requirements 4-10steps 4-10call caption 10-7, B-17, C-7call center schedulesconfiguring 6-10G281-0810-02, October 2003Z-2 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGbookIX.fmIndexcall datadata retention periods 15-7Call Director configurationAnnouncement 3-14Interactive 3-16with ACD Holdnetworked call center 3-25call matchingdefining call requirements 4-10defining skillsin RésuméRouting 4-6in RésuméRouting Advanced 4-8determining the best match 4-12eligibilityin RésuméRouting 4-5in RésuméRouting Advanced 4-11identifying call 3-2RésuméRouting 4-4RésuméRouting Advanced 4-6skill score 4-14skills-based routing overview 2-4skill-score settings 9-4call priority 2-8call processingBasic call processing 10-4IVR API 10-5PhoneMail or IVR processing 10-4call records 15-5call requirements 6-6, 10-13about 13-6AND operator 13-7creating a logical expression 13-14defining 13-7, 13-12forbidding skills 13-9NOT operator 13-10OR operator 13-7skill levels 13-11syntax 13-11call routingselecting a routing option 9-1call steps 10-12call requirements 10-13in RésuméRouting Advanced 13-1priority increment 10-12step time 10-12tips for configuring 10-13call typescall steps 10-12configuring 6-10documenting 10-20, 10-23options for a networked call center 10-24performance statistics 15-6Queue Time criterion 10-17service level interval 10-17time-out options 10-18call types, enqueuing a contact 4-3Callback feature 2-9callback settingsconfiguring 6-8, 15-18confirmation delay 15-13callbackscallback data, importing 23-7callback delete reasons 6-9, 16-5callback excluded numbers 6-9, 16-6callback retry reasons 6-9, 16-6callback settings 15-12configuration 3-30identifying 3-29call-by-call datacall records 15-5wrapup data 15-6Call-by-Call Reportingcall records 15-5wrapup data 15-6caller requirements, gathering 3-1Change Calls permission 14-10changingpassword for Master Administrator 6-5chatabout 2-11requestsconfiguration 3-32identifying 3-31settingsconfiguring 6-9, 15-18chat routing table C-7creating C-8chat settings C-4G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide Z-3

MAGbookIX.fmIndexNur für den internen Gebrauchenabling silent monitoring C-5enabling SSL C-4enabling storage of chat transcripts C-5service level interval C-5Web Collaboration Server port number C-5Clarify (for CRM Ready)function details D-4functions supported D-3operating with ProCenter D-16prerequisites D-13ProCenter support for D-1closest match, skill-score type 4-15, 9-4conditions foraccepting a call 5-10distributing a call 5-3Config-Sync Error Log 20-6Config-Sync Error Log window 20-7Sync Error Details window 20-8configuration options 3-1, 8-2networked call center 3-17ACD Hold configuration 3-25Basic configuration 3-19Basic configuration with PhoneMail,IVR processing, or Call Director 3-23single-site call center 3-4Basic configuration 3-4Basic configuration with PhoneMail,IVR processing, or Call Director 3-6Configuration SynchronizationDesign Database 22-12configuration synchronization 20-1Config-Sync Error Log 20-6, 20-7configuration states 20-9creating and modifying resource domainranges 20-3deleting resource domain ranges 20-5mass synchronization 20-9modifying resource domain ranges 20-5Sync Error Details window 20-8unused values 20-6Configuration Synchronization feature 2-10configuringACD features 17-3call center schedules 6-10call types 6-10callback delete reasons 6-9callback excluded numbers 6-9callback retry reasons 6-9callback settings 6-8, 15-18callbacks 3-30chat requests 3-32chat settings 6-9, 15-18, C-4desktop settings 6-6, 15-18email general settings B-10email maintenance settings B-13email module settings B-14email server settings B-13email settings 6-9, 15-18general settings 6-7, 15-17networking settings 6-10routing settings (Master Administratortask) 6-6servers 6-7statistics settings 6-7, 15-18switch resources 6-8telephony settings 6-7, 15-11, 15-18unavailable reasons 6-7user types 6-5work reasons 6-6wrapup reasons and wrapup fields 6-7configuring the databaseacceptance settings 19-2ACD routing 17-2adding skills to résumés 14-17agent monitoring 14-18Desktop application elements 16-7Desktop application features 16-1distribution settings 19-2general settings 15-1modem settings 15-16, 15-17networking settings 19-1putting design into production 22-9Queue Time criterion 9-7routing settings 15-17service level interval 9-9shift start times 15-9skill-score settings 9-4G281-0810-02, October 2003Z-4 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGbookIX.fmIndexstatistics settings 15-3system settings 15-1, 15-17time-out options 9-9confirmation delay for callbacks 15-13contactconfiguration options 8-2enqueuing with call type 4-3identifying 4-1priority 4-13reserving 4-2contact matchingmaking decisions 9-1priority 4-13skill score 4-14contact routinggathering skill requirements 8-1planning 8-1copyingcall types and routing entries 21-5creatingAdministration Database 22-1agents 14-1, 14-16aggregates 10-25chat routing table C-8departments 14-18email routing table B-18logical expression 13-14networked sites 19-5notifications 15-16ProCenter Suite switch resourceswhat to do first 18-1resource domain ranges 20-3servers 22-6skills 12-3, 13-6switch resources 17-20telephony routing table 10-6, 10-9creating ProCenter Suite switch resourceswhat to do firstdefine and create necessary resourcesin the switch 18-1define and create resource ranges 18-2CRM Ready applicationagent setup D-13basic processing D-1configuring D-14configuring applications D-15desktop/direct operation D-3functions supported D-2implementing functions D-11introduced D-1operating D-16planning D-4supported applications D-1custom routing function 3-3, 9-2Ddataimporting 23-1data retention periodsagent state no reason data 15-7call data 15-7XML 15-7databasemaintenance hour 15-7usage 15-15DDE See Dynamic Data Exchangedefault routing system 10-11, 15-7, B-17, C-8defining skills 13-1in RésuméRouting 4-6, 12-1, 12-2in RésuméRouting Advanced 4-8, 13-4Department Performance Reporting 14-14,15-6departments 14-14creating in the database 14-18documenting 14-16Design Database 21-3Configuration Synchronization feature 22-12copying to production 22-9designingBasic call processing 10-4call steps for RésuméRouting Advanced13-1call types 12-2, 13-12skills for RésuméRouting Advanced 13-1Desktop applicationsaccount codes 16-3G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide Z-5

MAGbookIX.fmIndexNur für den internen Gebrauchcallback delete reasons 16-5callback excluded numbers 16-6callback retry reasons 16-6configuring elements for 16-7configuring features for 16-1email discard reasons 16-6emergency message type 16-2messages 16-1network configuration 3-35normal message type 16-2refresh intervals 15-10unavailable reasons 16-4urgent message type 16-2work reasons 16-5wrapup fields 16-3wrapup permissions 16-4wrapup reasons 16-3desktop settings 15-9Agent refresh interval 15-10configuring 6-6, 15-18Desktop refresh intervals 15-10distribute Desktop patches 15-9Enterprise Manager refresh interval 15-10Supervisor refresh interval 15-10Virtual Queue LED 15-10destination numbers 18-3determining the best match 4-12priority 4-13skill score 4-14dialable numbers 18-4IVR extensions 18-4networked ACD numbers 18-5requeue targets 18-4user extensions 18-4Dialed Number Identification Service B-17,C-8distribute Desktop patches 15-9distributing a call, conditions for 5-3distribution settings 5-3, 19-2Best Performing Site 19-2Preferred Site 19-2documentingcurrent call processing 10-1skillsin RésuméRouting 12-2in RésuméRouting Advanced 13-4domain rangesconfiguring 6-4Dynamic Data Exchange 10-8, B-17, C-8dynamic updates 6-11EEdit Messages permission 14-10eligibilityin RésuméRouting 4-5in RésuméRouting Advanced 4-11emailabout 2-11discard reasons 16-6email messagesidentifying 3-33email monitoring permission 14-11email notification 15-15email routing table B-16email settingsconfiguring 6-9, 15-18general B-10maintenance B-13module B-14server B-13emergency message 14-5, 16-2enabling SSL chat settings C-4end-of-shift routing 17-3enqueuing a contact with a call type 4-3Enterprise Manager applicationrefresh interval 15-10Enterprise Manager user type 14-3enterprise managerscreating 14-3permissions 14-7, 15-2user type 14-3Entry Agent user type 14-2error data, data retention period 15-7excluding skills 4-12, 14-6extensionsagent 18-4forwarding 17-4IVR 18-4G281-0810-02, October 2003Z-6 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGbookIX.fmIndexExtra Skills criterion 4-15, 9-5FFeature Activation window 22-5featuresactivating 22-3feedback, documentation 1-5file locationsBlue Pumpkin 15-9XML 15-9FlexRouting ACD groups 18-3flow options 8-2flowchartsonline configuration 7-12FMNQ ART 17-8forbidden skills 4-11, 13-9Forbidden Skills criterion 4-15, 9-5Full Performance Reporting 14-14, 15-6Ggathering caller requirements 3-1general settings 15-1configuring 6-7, 15-17Master Administrator inactivity timeout15-2routing permission 15-2shared data location 15-2generic routing entries 10-11, B-17, C-8global settingsminimum eligible agents criterion 10-24overriding 10-17service level interval 9-9time-out options 9-9GoldMine (for CRM Ready)configuring for ProCenter D-15function details D-5functions supported D-3operating with ProCenter D-16, D-17prerequisites D-13ProCenter support for D-1Hheartbeat mechanism 17-10setting up 17-6Helpaccessing 21-7index 21-8table of contents 21-7types of help topics 21-5using 21-5Hicom 300 E switchACD routingheartbeat mechanism 17-10networked call queue 17-13HiPath 3000 switchAnnouncement configuration 3-14configuring 17-18Interactive configuration 3-16HiPath 4000 switchFMNQ ART 17-8heartbeat ART steps 17-6setting up heartbeat 17-6Hold Consult Thresholdstatistics settings 15-3Iidentifyingcallbacks 3-29chat requests 3-31email messages 3-33new calls 3-2importingagent data 23-2agent schedules 23-6Blue Pumpkin data 23-5callback data 23-7data 23-1load allocation data 23-5Master Administrator 6-4networked site data 23-6Routing table data 23-3XML agent schedule data 23-6inactivity timeout 15-2initial priority 10-7, B-16, C-7installationplanning contact routing 8-1Interactive configuration for HiPath 3000switch 3-16IT Monitor applicationG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide Z-7

MAGbookIX.fmIndexNur für den internen GebrauchAccess IT Monitor permission 14-9notification 15-15IVRACD groups 18-4ACD routing for 17-16designing call processing 10-5designing IVR processing 10-4extension forwarding 17-4extensions 18-4route control groups 18-5IVR API configurationsACD Hold 3-10, 3-25for ACD routing 17-16requeuing strategy 18-7LLAN segments 3-35language, selecting 21-3load allocation data, importing 23-5location for shared data 15-2locking the Production Database 6-3logical expressionsAND operator 13-7creating 13-14NOT operator 13-10OR operator 13-7syntax 13-11Mmass synchronizationconfiguration synchronization 20-9Master Administratorabout 6-1changing password 6-5configuringaccount codes 6-5aggregates 6-6call center schedules 6-10call requirements 6-6call types 6-10callback delete reasons 6-9callback excluded numbers 6-9callback retry reasons 6-9callback settings 6-8chat settings 6-9desktop settings 6-6domain ranges 6-4email settings 6-9general settings 6-7networking settings 6-10performance routing 6-5routing settings 6-6servers 6-7skills 6-6statistics settings 6-7switch resources 6-8telephony settings 6-7unavailable reasons 6-7user types 6-5work reasons 6-6wrapup reasons and wrapup fields 6-7importing data 6-4inactivity timeout 15-2locking the Production Database 6-3password 21-4unlocking the Production Database 6-4validating the Production Database 6-4matching settings 9-10maximumpending time 9-3reserve time 9-2, B-12talk time 14-13work time 14-13media typesdocumenting for agents 14-16messagesabout 16-1emergency 14-5, 16-2normal 16-2urgent 16-2modem settings 15-16, 15-17, 15-18modifying resource domain ranges 20-3monitoringACD groups 14-12agents 14-12aggregates 14-12call types 14-12email agents 14-13most skilled, skill-score type 4-15, 9-4G281-0810-02, October 2003Z-8 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGbookIX.fmIndexNnetworked ACD group 18-4networked ACD numbers 18-5networked call centeracceptance settings 5-11, 19-2call type options 10-24conditions for accepting calls 5-10conditions for distributing a call 5-3defining shifts 15-9distribution settings 5-3, 19-2feature 2-9, 5-1networked sites 5-2, 19-5networking settings 19-1participating in 19-1telephony configurations available 3-17using performance statistics 19-3networked call queue on Hicom 300 E switch17-13networked route control group 17-21, 18-5networked sites 5-2, 19-5importing networked site data 23-6networking settings 19-1configuring 6-10, 19-1new functionality 2-11No Performance Reporting 14-14, 15-6normal messages 16-2NOT operator 13-10notificationsabout 15-14conditions 15-14creating 15-16database usage 15-15email 15-15IT Monitor 15-15modem settings 15-16pager 15-15ProCenter Suite error messages 15-15server response time 15-14Oonline configurationflowchart 7-12online Help 21-5accessing 21-7index 21-8table of contents 21-7types of help topics 21-5using 21-5OR operator 13-7Ppager notification 15-15pending time, maximum 9-3Performance Routing 2-9Master Administrator 6-5setting for call types 10-18performance statistics 15-6using in a networked call center 19-3permissions 14-7Access IT Monitor 14-9Access System Administration 6-2, 14-8Auto-available After Work 14-12Autowork 14-11Autowork Timer 14-12Break Edit Locks 14-8Change Calls 14-10documenting 14-15Edit Messages 14-10email monitoring 14-11for wrapup 16-4Mandatory Wrapup 14-12Preview Callback 14-11requeue calls 14-9Reserve Calls 14-9Routing 15-2Screen Pop 14-10URL Screen Pop 14-11View Others’ Performance 14-10PhoneMail processing 10-4plug-ins 14-14preferencein RésuméRouting 12-2in RésuméRouting Advanced 13-3Preference criterion 4-15, 9-5Preferred Site 19-2Preview Callback permission 14-11priorityinitial 2-8, 10-7, B-16, C-7G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide Z-9

MAGbookIX.fmIndexNur für den internen Gebrauchof contacts 4-13priority increment 10-12strategies for using 10-16ProCenter Suiteactivating features 22-3configuring the switch 17-1CRM Ready application D-1error messages 15-15heartbeat mechanism 17-10RésuméRouting Advanced 4-6selecting a language 21-3telephony configuration options 3-1ProCenter Suite featuresmulti-language support 21-3RésuméRouting 4-4Production Databaselocking 6-3making changes 22-11sharing data 6-10unlocking 6-4validating 6-4putting design into production 22-8, 22-9QQueue Time criterion 4-14, 4-16, 9-5, 9-7,10-17RReal Time Servers 3-35refresh intervals 15-10refreshing the Administrator application 6-12Remedy (for CRM Ready)configuring for ProCenter D-15function details D-9functions supported D-2operating with ProCenter D-16prerequisites D-13ProCenter support D-1reportingCall-by-Call Reporting 15-5Restricted Reporting 15-6Reporting Databaseadministration audit data 15-6call records 15-5database maintenance hour 15-7defaulted routing data 15-7error data 15-7performance statistics 15-6wrapup data 15-6requeue calls permission 14-9requeue targets 17-21, 18-4, 18-6, B-19requeuing calls 17-21requeue targets 18-4, 18-6, B-19reserving callsmaximum reserve time 9-2, B-12permission for 14-9reserving contacts 4-2resetting real-time statistics 15-9resource domain rangesdeleting 20-5modifying 20-5unused values 20-6Restricted Reportingdatabase statistics 15-6departments 14-14RésuméRouting 2-7call matching process 4-4defining skills 4-6determining the best match 4-12eligibility 4-5overview 4-4priority 4-13Queue Time criterion 9-7skill score 4-14upgrading to RésuméRouting AdvancedA-1basic ACD groupsSee also RésuméRouting QueuesRésuméRouting ACD groups 17-12, 18-4RésuméRouting Advanced 2-7call matching 4-7call requirements 4-10, 6-6defining skills 4-8designing call types, call steps, call requirements,skills 13-1determining the best match 4-12eligibility 4-11excluded skills 14-7overview 4-6G281-0810-02, October 2003Z-10 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGbookIX.fmIndexpriority 4-13Queue Time criterion 9-7skill score 4-14skill-score criteria 9-5skill-score type 9-4upgrading from RésuméRouting A-1RésuméRouting ACD groupsSee also basic ACD groupsRésuméRouting Queues 18-4résumés 14-6adding skills 14-17documenting 14-15excluded skills 14-6Ring No Answer 2-12, 15-12Ring-No-Answer forwarding 17-4route control groups 18-5configuring 17-21IVR 18-5networked 18-5routing a contact 4-3routing optionschat routing table 9-2custom routing function 9-2email routing table 9-2telephony routing table 9-2Routing permission 15-2routing settingsconfiguring 6-6, 15-17for RésuméRouting Advanced 9-4maximum pending time 9-3maximum reserve time 9-2, B-12Queue Time criterion 9-7recording 9-10routing options 9-1skill-score settings 9-4time settings 9-2Routing table 9-2, 10-6, B-16, C-7about telephony routing table 10-7about the chat routing table C-7about the email routing table B-16about the telephony routing table 10-7creating 10-6default routing system 10-11, B-17, C-8importing data 23-3Ssaving Design Database over Production Database22-9Screen Pop permission 14-10searching for help topics 21-7, 21-8selecting a language 21-3server up, server down 15-14serversconfiguring 6-7creating 22-6response time 15-14status 15-14Watchdog Server 15-16service levelcalculation 15-3interval 9-9, 10-17service level intervalchat settings C-5setting up heartbeat for HiPath 4000 switch17-6settingscallback 15-12confirmation delay 15-13chat 6-9, 15-18, C-4enabling SSL C-4enabling storage of chat transcripts C-5service level interval C-5silent monitoring C-5Web Collaboration Server port numberC-5desktop 15-9Agent refresh interval 15-10distribute Desktop patches 15-9Enterprise Manager refresh interval15-10refresh intervals 15-10Supervisor refresh interval 15-10Virtual Queue LED 15-10emailgeneral B-10maintenance B-13module B-14server B-13G281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide Z-11

MAGbookIX.fmIndexNur für den internen Gebrauchgeneralmaster administrator inactivity time-out15-2routing permission 15-2shared data location 15-2statistics 15-3database maintenance hour 15-7Hold Consult Threshold 15-3performance statistics 15-6resetting real-time statistics 15-9service level calculation 15-3XML and Blue Pumpkin 15-9telephony 15-11, 15-18Ring No Answer 15-12shared data location 15-2sharing data in the Production Database 6-10breaking edit locks 6-11dynamic updates 6-11silent monitoringchat settings C-5single-site call center, telephony configurationoptions 3-4site propertiesservice level interval 9-9time-out options 9-9skill levels 13-3, 13-11skill score 2-8in RésuméRouting 4-14in RésuméRouting Advanced 4-14, 9-4Queue Time criterion 9-7skills 6-6agent résumés 14-6call requirements 4-10creating in the database 12-3, 13-6documenting in RésuméRouting Advanced13-4excluding 4-12, 14-6forbidding 4-11, 13-9in RésuméRouting 12-1in RésuméRouting Advanced 13-1levels 13-3, 13-11preference levels 13-3preference levels in RésuméRouting 12-2, 13-1RésuméRouting 4-6RésuméRouting Advanced 4-8skills-based routing 2-4call matchingin RésuméRouting 4-4in RésuméRouting Advanced 4-7call requirements 4-10determining the best match 4-12eligibilityin RésuméRouting 4-5in RésuméRouting Advanced 4-11priority 4-13RésuméRouting 4-4RésuméRouting Advanced 4-6skill score 4-14skillsin RésuméRouting 4-6in RésuméRouting Advanced 4-8skill-score criteria 9-5extra skills 4-15, 9-5forbidden skills 4-15, 9-5overview 4-15preference 4-15, 9-5queue time 4-14, 4-16, 9-5, 10-17sliders 9-5time to maximum importance 9-8types 9-4underqualified 4-15, 9-5skill-score typeclosest match 9-4most skilled 9-4skill-score typesclosest match 4-15most skilled 4-15source numbers 18-3statistics settings 15-3configuring 6-7, 15-18database maintenance hour 15-7Hold Consult Threshold 15-3performance statistics 15-6resetting real-time statistics 15-9service level calculation 15-3XML and Blue Pumpkin 15-9G281-0810-02, October 2003Z-12 HiPath ProCenter Standard and Advanced Suites, Administrator Guide

Nur für den internen GebrauchMAGbookIX.fmIndexstep time 10-12storage of chat transcripts C-5Supervisor applicationmaximum reserve time 9-2, B-12refresh interval 15-10service level calculation 15-3Virtual Queue LED 15-10Supervisor user type 14-3supervisorspermissions 14-7, 15-2user type 14-3switch resourcesACD groups 18-3configuring 6-8, 17-20destination numbers 18-3dialable numbers 18-4FlexRouting ACD groups 18-3IVR ACD groups 18-4IVR extensions 18-4IVR route control groups 18-5networked ACD group 18-4networked ACD numbers 18-5networked route control group 17-21, 18-5requeue targets 17-21, 18-6, B-19RésuméRouting route control groups 18-5route control groups 17-21, 18-5source numbers 18-3trunk groups 18-3user extensions 18-4Sync Error Details window 20-8system settingsconfiguring 15-1, 15-17desktop 15-9general 15-1matching 9-1modem settings 15-16notifications 15-14statistics 15-3Ttelephony configuration options 3-1ACD Hold 3-10HiPath 3000 switchAnnouncement configuration 3-14Interactive configuration 3-16networked call center 3-17ACD Hold configuration 3-25Basic configuration 3-19Basic configuration with PhoneMail orIVR processing 3-23Call Director configuration with ACDHold 3-25Call Director with ACD Hold 3-25single-site call center 3-4Basic configuration 3-4Basic configuration with PhoneMail orIVR processing 3-6Basic configuration with PhoneMail,IVR processing, or Call Director 3-6telephony settingsconfiguring 6-7, 15-11, 15-18Ring No Answer 15-12time settings 9-2time to maximum importance 9-8time-out options 9-9, 10-18transcripts, storing for chat C-5trunk groups 18-3Uunavailable reasons 16-4configuring 6-7Underqualified criterion 4-15, 9-5unlocking the Production Database 6-4upgrading from RésuméRouting to RésuméRoutingAdvanced A-1urgent messages 16-2URL Screen Pop permission 14-11user extensions 18-4forwarding 17-4user types 14-2Agent 14-2Enterprise Manager 14-3Entry Agent 14-2Supervisor 14-3usingperformance statistics in a networked callG281-0810-02, October 2003HiPath ProCenter Standard and Advanced Suites, Administrator Guide Z-13

MAGbookIX.fmIndexNur für den internen Gebrauchcenter 19-3using a Design Database for configuration21-3utilization 14-13VValidate Database window 22-8validating the Administration Database 22-6validating the Production Database 6-4View Others’ Performance permission 14-10Virtual Queue LED 15-10Visual Editor 21-4WWatchdog Server 15-16Web Collaboration Server port number C-5what’s new in 5.1 2-11windowsAdministrator application 21-1Feature Activation 22-5Validate Database 22-8work reasons 16-5wrapupaccount codes 16-3fields 6-7, 16-3permissions 14-12, 16-4reasons 6-7, 16-3Reporting Database 15-6XXMLagent schedule data, importing 23-6data retention periods 15-7file location 15-9G281-0810-02, October 2003Z-14 HiPath ProCenter Standard and Advanced Suites, Administrator Guide