Sample Avaya Business Advocate Configuration Issue 1.0

Avaya Solution & Interoperability Test Lab Sample Avaya Business Advocate Configuration Issue 1.0 Abstract These Application Notes describe how to configure a sample contact center with Business Advocate. Business Advocate is optional software on Avaya Communication Manager, which provides flexibility in the way a call is selected for an agent. The selection is based on service objective established for the customer. Based on the skill needs, Business Advocate will activate reserve agents automatically when the service thresholds are reached. The intent of these Application Notes is not to build a complete Automatic Call Distribution application, but to create the necessary foundation. The Credit Card and Banking Configuration is used to verify the configuration document in this Application Note. These Application Notes were written at the request of a customer. 1 of 27

1. Introduction These Application Notes describe how to configure a sample contact center with Business Advocate. Business Advocate is optional software on Avaya Communication Manager, which provides flexibility in the way a call is selected for an agent. The selection is based on service objective established for the customer. Based on the skill needs, Business Advocate will activate reserve agents automatically when the service thresholds are reached. The intent of these Application Notes is not to build a complete Automatic Call Distribution (ACD) application, but to create the necessary foundation. 1.1. Test Configuration Figure 1 illustrates the Credit Card and Banking Configuration used to verify these Application Notes. The reference configuration represents a typical financial customer. It is a hub and spoke architecture where the Main Office consists of Avaya S8710 Media Servers with two Avaya G650 Media Gateways in an IP Connect High Reliability configuration. The Branch Offices register to C-LANs in the G650 Media Gateways at the Main Office. The Branch Offices also have local survivability options. This includes an S8300 Media Server licensed as a Local Survivable Processor (LSP) in a G700 Media Gateway at Branch 3, an S8500 Media Server also licensed as an LSP at Branch 4, and Standard Local Survivability Mode configured for the G250 Media Gateway at Branch 5. Each office has trunks to the Public Switched Telephone Network (PSTN). The Main Office also has the Avaya Call Management System, which is used for contact center administration and reporting for all offices. All IP Telephones at all offices register to Avaya Communication Manager running on the Avaya S8710 Media Servers at the Main Office. 2 of 27

Figure 1 Network Configuration Diagram 3 of 27

Note: These Application Notes assume that the Avaya Solution Assurance R3.1 reference configuration depicted in Figure 1 is already in place, including Avaya Communication Manager, Avaya Call Management System, Avaya Media Gateways, routers, and switches. Please consult the appropriate documentation listed in the reference section of this document for more information on how to set up these components. 2. Solution Application These Application Notes document a typical contact center solution for a financial company. A fictitious financial company called ABC Corporation will be used throughout these Application Notes to illustrate the components required in building this scenario. The ABC Corporation has one customer service number with Vector Directory Numbers (VDN 20461) which routes customer calls into one of the three Skills via Vector (61). Platinum Skill (20561) is for customers with large accounts that need proficient agents. Gold Skill (20562) is for good mid-size accounts. New/Unknown Skill (20563) is for new or unknown customers. The ABC Corporation has four agents Agent1, Agent2, Agent3, and Agent4. Agent1 and Agent2, who have the most experience, handle Platinum customer calls. In addition, Agent1 and Agent2 serve as reserve agents for the Gold customers. Agent2, located at Branch Office 3, also serves as a reserve agent for the New/Unknown customers. Agent3 is a primary agent for the Gold customers and serves as a reserve agent for Platinum customers. Agent4, who has the least experience, is a primary agent for the New/Unknown customers. The following table summarizes the customer/agent assignments and service goal for each customer type. Customer Type Platinum Customers Gold Customers New/Unknown Customers Agent1 Ext. 20651 (Main Office) Primary Agent Reserve Agent Agent2 Ext. 23651 (Branch 3) Primary Agent Reserve Agent Reserve Agent Agent3 Ext. 20653 (Main Office) Reserve Agent Primary Agent Agent4 Ext. 20654 (Main Office) Primary Agent Service Objective 10 20 30 40 50 60 Overload Threshold Table 1 3. Business Advocate Parameters and Feature Interaction In this sample configuration, Location Preference Distribution and Direct Agent Call features are enabled. Uniform Call Distribution with Least Occupied Agent (UCD-LOA) is used for agent selection. Greatest Need is administered for call selection method. A service goal is defined such that the longest ratio of the Predicted Wait Time and the Service Objective call will be selected. Service Level Supervisor and Overload Threshold are administered to automatically activate reserve agents. When more than one primary agent is available to answer a customer call, Business Advocate routes the customer call to an agent with the following precedence: 4 of 27

Direct agent calls have a higher priority than skill calls. Agents receive direct agent calls before any Skill call. The Location Preference Distribution feature allows the incoming Automatic Call Distribution (ACD) call to terminate within the same location/network region. When there is more than one agent available for call delivery, the incoming call and agent with the same office (Main or Branch office) will be selected. The available primary agent who is least occupied agent. When there is no primary agent available to answer a customer call, Business Advocate places the call in the wait queue and delivers the call to an agent based on the following scenario: If a reserve agent is available to answer the call and the Service Level Supervisor timer of the call is expired, the call is delivered to the reserve agent. There is only one call in the wait-queue and a primary agent becomes available. The call is delivered to the primary agent. A primary agent becomes available and there are multiple calls in the wait-queue. The highest ratio of the Predict-Wait-Time to Service Objective (PWT/SO) call will be routed to the available agent. This is the case when an agent can handle multiple Skills and calls are waiting in the different Skill queues. 3.1. Logical Flow Diagram The ABC Corp logical flow diagram is shown in Figure 2. 5 of 27

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4. Equipment and Software Validated The following equipment and software were used for the sample configuration provided: Equipment Software Avaya Communication Manager Avaya S8710 Media Server Avaya S8300 Media Server LSP Releas 3.1 R013x.01.0.628.3 R013x.01.0.628.3 Avaya G650 Media Gateway IPSI (TN2312BP) C-LAN (TN799DP) MEDPRO (TN2602AP) FW 030 FW 017 FW 214 Avaya G700 Media Gateway 25.22.0 Avaya G350 Media Gateway 25.22.0 Avaya G250 Media Gateway 25.22.0 Avaya C363T-PWR 4.5.14 Avaya Call Center Software 3.0 Avaya Business Advocate 3.0 Avaya Call Management System Supervisor (CMS) R13.1 Avaya IP Agent 6.0.3.357 Avaya 4625 IP Telephones 2.5 Avaya 6211 Analog Telephone -- Cisco 3845 Router 12.4(5) Cisco 3725 Router 12.4(5) Cisco 1841 Router 12.4(1a) Cisco 6506 Switch Router 12.2(17d)SxB8 Cisco VPN 3000 Concentrator 4.7.Rel-K9 Table 2: Equipment and Software Validated 5. Configure Avaya Communication Manager Business Advocate requires Expert Agent Selection (EAS) feature enabled on the Avaya Communication Manager. It is assumed that the Avaya Media Server is enabled with feature licenses for Business Advocate and Expert Agent Selection. Business Advocate administration can be performed through Avaya Communication Manager System Access Terminal or through Call Management System (CMS) Supervisor. There are some tasks that can only be performed through the SAT interface. These include creating hunt groups, creating agent login ID, and administering call selection parameters. The CMS Supervisor can only perform administration on existing agents. In the following section, SAT is used to configure the contact center. 7 of 27

1. Verify that Business Advocate and Expert Agent Selection (EAS) are set to y on the display system-parameters customer-options form. If they are not set to y, contact your Avaya sales team or business partner. A system license file controls the settings on the customer-options form. display system-parameters customer-options Page 6 of 11 CALL CENTER OPTIONAL FEATURES Call Center Release: 3.0 ACD? y Reason Codes? y BCMS (Basic)? y Service Level Maximizer? n BCMS/VuStats Service Level? y Service Observing (Basic)? y BSR Local Treatment for IP & ISDN? y Service Observing (Remote/By FAC)? y Business Advocate? y Service Observing (VDNs)? y Call Work Codes? y Timed ACW? y DTMF Feedback Signals For VRU? y Vectoring (Basic)? y Dynamic Advocate? y Vectoring (Prompting)? y Expert Agent Selection (EAS)? y Vectoring (G3V4 Enhanced)? y EAS-PHD? y Vectoring (3.0 Enhanced)? y Forced ACD Calls? n Vectoring (ANI/II-Digits Routing)? y Vectoring (G3V4 Advanced Routing)? y Lookahead Interflow (LAI)? y Vectoring (CINFO)? y Multiple Call Handling (On Request)? y Vectoring (Best Service Routing)? y Multiple Call Handling (Forced)? y Vectoring (Holidays)? y PASTE (Display PBX Data on Phone)? y Vectoring (Variables)? y (NOTE: You must logoff & login to effect the permission changes.) 8 of 27

2. Enter the change system-parameters features command. On Page 12, enter the following values: ACW Agents Considered Idle: y Call selection Measurement: predicted-wait-time. change system-parameters features Page 12 of 17 FEATURE-RELATED SYSTEM PARAMETERS AGENT AND CALL SELECTION MIA Across Splits or Skills? n ACW Agents Considered Idle? y Call Selection Measurement: predicted-wait-time Service Level Supervisor Call Selection Override? n Auto Reserve Agents: all ASAI Copy ASAI UUI During Conference/Transfer? y Call Classification After Answer Supervision? y Send UCID to ASAI? y CALL MANAGEMENT SYSTEM Reporting Adjunct Release: R13.1 BCMS/VuStats LoginIDs? y BCMS/VuStats Measurement Interval: hour BCMS/VuStats Abandon Call Timer (seconds): Validate BCMS/VuStats Login IDs? n Clear VuStats Shift Data: on-login Remove Inactive BCMS/VuStats Agents? n 9 of 27

3. In this sample configuration, the Direct Agent Call is included in the agent s work time. Each individual agent is assigned a Class of Restriction (COR). Enter the change cor 1 command. On Page 1, set the Direct Agent Calling field to y. Note: The default value is n for Direct Agent Calling. When this is set to n, the call is treated as a normal non-acd (personal) call. change cor 1 Page 1 of 22 CLASS OF RESTRICTION COR Number: 1 COR Description: FRL: 7 Can Be Service Observed? y Can Be A Service Observer? y Time of Day Chart: 1 Priority Queuing? y Restriction Override: none Restricted Call List? n APLT? y Calling Party Restriction: none Called Party Restriction: none Forced Entry of Account Codes? n Direct Agent Calling? y Facility Access Trunk Test? n Can Change Coverage? n Access to MCT? y Fully Restricted Service? n Group II Category For MFC: 7 Hear VDN of Origin Annc.? y Send ANI for MFE? n Add/Remove Agent Skills? y MF ANI Prefix: Automatic Charge Display? n Hear System Music on Hold? y PASTE (Display PBX Data on Phone)? y Can Be Picked Up By Directed Call Pickup? y Can Use Directed Call Pickup? y Group Controlled Restriction: inactive 10 of 27

4. Use the Add hunt-group 61 command to create the hunt-group 61. On Page 1, enter the following values: Group Name: A descriptive name. Group Extension: A valid group extension (like 20561). Group Type: UCD-LOA (Selects the least occupied agent in the skill to take the call.) ACD: y Queue: y Vector: y Local Agent Preference: y (For location Preference feature not need for Business Advocate.) Accept the default values for other fields. add hunt-group 61 Page 1 of 3 HUNT GROUP Group Number: 61 ACD? y Group Name: Platinum Queue? y Group Extension: 20561 Vector? y Group Type: ucd-loa TN: 1 COR: 1 MM Early Answer? n Security Code: Local Agent Preference? y ISDN/SIP Caller Display: Queue Limit: unlimited Calls Warning Threshold: Port: Time Warning Threshold: Port: 11 of 27

5. Navigate to Page 2 of the hunt-group form. Enter the following values: Skill: y Service Objective (sec): 10 Service Level Supervisor: y Activate Oldest Call Waiting: y Level 1 Threshold (sec): 20 Other field values can be set based on customer requirements. Submit changes. add hunt-group 61 Page 2 of 3 HUNT GROUP Skill? y Expected Call Handling Time (sec): 30 AAS? n Service Level Target (% in sec): 80 in 20 Measured: both Service Objective (sec): 10 Supervisor Extension: Service Level Supervisor? y Activate on Oldest Call Waiting? y Call Selection Override? n Controlling Adjunct: none Level 1 Threshold (sec): 20 Level 2 Threshold (sec): Dynamic Threshold Adjustment? n VuStats Objective: Dynamic Percentage Adjustment? n Timed ACW Interval (sec): Multiple Call Handling: none Dynamic Queue Position? n Redirect on No Answer (rings): Redirect to VDN: Forced Entry of Stroke Counts or Call Work Codes? n 6. Repeat Steps 4 and 5 to add Hunt-Group 62 and 63. Set Service Objective field and Level 1 Threshold field as shown below: Hunt Group Number Service Objective Level 1 Threshold 62 30 40 63 50 60 Table 3 12 of 27

7. Use the add agent-loginid 20651 command to create an agent ID. Enter a descriptive name in the Name field and enter an appropriate password in the Password and Password (enter again) fields. change agent-loginid 20651 Page 1 of 2 AGENT LOGINID Login ID: 20651 AAS? n Name: Agent1 AUDIX? n TN: 1 LWC Reception: spe COR: 1 LWC Log External Calls? n Coverage Path: AUDIX Name for Messaging: Security Code: LoginID for ISDN Display? n Password: * Password (enter again): * Auto Answer: station MIA Across Skills: system ACW Agent Considered Idle: system Aux Work Reason Code Type: system Logout Reason Code Type: system Maximum time agent in ACW before logout (sec): system WARNING: Agent must log in again before changes take effect 13 of 27

8. Navigate to Page 2 of the agent-loginid form. Enter the following values: Service Objective: y Local Call Preference: y Call Handling Preference: greatest-need Skill Number (SN): 61 with Skill Level (SL): 1 (Or other values based on customer requirements.) Skill Number (SN): 62 with Reserve Level (RL): 1 Submit changes. change agent-loginid 20651 Page 2 of 2 AGENT LOGINID Direct Agent Skill: Service Objective? y Call Handling Preference: greatest-need Local Call Preference? y SN RL SL SN RL SL SN RL SL SN RL SL 1: 61 1 16: 31: 46: 2: 62 1 17: 32: 47: 3: 18: 33: 48: 4: 19: 34: 49: 5: 20: 35: 50: 6: 21: 36: 51: 7: 22: 37: 52: 8: 23: 38: 53: 9: 24: 39: 54: 10: 25: 40: 55: 11: 26: 41: 56: 12: 27: 42: 57: 13: 28: 43: 58: 14: 29: 44: 59: 15: 30: 45: 60: 14 of 27

9. Repeat Step 7 to add a Agent2 with agent ID 23651 in Branch Office 3. 10. Repeat Step 8 to add Skill Number, Skill level, and Reserve Level. Enter the values as shown below: change agent-loginid 23651 Page 2 of 2 AGENT LOGINID Direct Agent Skill: Service Objective? y Call Handling Preference: greatest-need Local Call Preference? y SN RL SL SN RL SL SN RL SL SN RL SL 1: 61 1 16: 31: 46: 2: 62 1 17: 32: 47: 3: 63 1 18: 33: 48: 4: 19: 34: 49: 5: 20: 35: 50: 6: 21: 36: 51: 7: 22: 37: 52: 8: 23: 38: 53: 9: 24: 39: 54: 10: 25: 40: 55: 11: 26: 41: 56: 12: 27: 42: 57: 13: 28: 43: 58: 14: 29: 44: 59: 15: 30: 45: 60: Note that the above step can be performed using Avaya Call Management System (CMS) Supervisor as shown in Section 6. 15 of 27

11. Repeat Steps 7 and 8 to add Agent3 with agent ID 20653. Navigate to Page 2 of the agent-loginid form. Enter the values as shown below: Submit changes. change agent-loginid 20653 Page 2 of 2 AGENT LOGINID Direct Agent Skill: Service Objective? y Call Handling Preference: greatest-need Local Call Preference? y SN RL SL SN RL SL SN RL SL SN RL SL 1: 61 1 16: 31: 46: 2: 62 1 17: 32: 47: 3: 18: 33: 48: 4: 19: 34: 49: 5: 20: 35: 50: 6: 21: 36: 51: 7: 22: 37: 52: 8: 23: 38: 53: 9: 24: 39: 54: 10: 25: 40: 55: 11: 26: 41: 56: 12: 27: 42: 57: 13: 28: 43: 58: 14: 29: 44: 59: 15: 30: 45: 60: 16 of 27

12. Repeat Steps 7 and 8 to add Agent4 with agent ID 20654. Navigate to Page 2 of the agent-loginid form. Enter the values as shown below: Submit changes. change agent-loginid 20654 Page 2 of 2 AGENT LOGINID Direct Agent Skill: Service Objective? y Call Handling Preference: greatest-need Local Call Preference? y SN RL SL SN RL SL SN RL SL SN RL SL 1: 63 1 16: 31: 46: 2: 17: 32: 47: 3: 18: 33: 48: 4: 19: 34: 49: 5: 20: 35: 50: 6: 21: 36: 51: 7: 22: 37: 52: 8: 23: 38: 53: 9: 24: 39: 54: 10: 25: 40: 55: 11: 26: 41: 56: 12: 27: 42: 57: 13: 28: 43: 58: 14: 29: 44: 59: 15: 30: 45: 60: 17 of 27

13. Use the add vdn 20461 command to add a Vector Directory Number (VDN) 20461. Enter 61 in the Vector Number field. Submit changes. add vdn 20451 Page 1 of 3 VECTOR DIRECTORY NUMBER Extension: 20461 Name*: Credit Card Vector Number: 61 Attendant Vectoring? n Meet-me Conferencing? n Allow VDN Override? n COR: 1 TN*: 1 Measured: both Acceptable Service Level (sec): 20 Service Objective (sec): 20 VDN of Origin Annc. Extension*: 1st Skill*: 2nd Skill*: 3rd Skill*: * Follows VDN Override Rules 18 of 27

14. Use the change vector 61 to edit the numbered vector fields as shown below. Submit changes. change vector 61 Page 1 of 3 CALL VECTOR Number: 61 Name: BA Skill 61 Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y Variables? y 3.0 Enhanced? y 01 wait-time 1 secs hearing silence 02 collect 1 digits after announcement 20721 for none 03 goto step 7 if digits = 0 04 goto step 9 if digits = 1 05 goto step 10 if digits = 2 06 goto step 11 if unconditionally 07 collect 5 digits after announcement 20722 for none 08 route-to digits with coverage n 09 queue-to skill 61 pri m 10 queue-to skill 62 pri m 11 queue-to skill 63 pri m Press 'Esc f 6' for Vector Editing Note: 1: The digit collected in Vector step 2 is shown in Table 4: Digit entered: Represents 0 Direct Agent Call 1 Platinum Customers call 2 Gold Customers call Others New/Unknown Customers call Table 4 2: The digits collected in Vector step 7 represents an agent ID. 19 of 27

6. Using Avaya Call Management System to Configure Business Advocate Agent Skill Using Avaya Call Management System Supervisor for agent administration is optional. These Application Notes demonstrate the configuration steps for adding skills to existing agent. This section documents the steps required to add skills to an existing agent via the CMS Supervisor. Note that agent skill can also be added from Avaya Communication Manager. Please see Section 5 Step 10. For all provisioning information, please refer to the Avaya Call Management System product documentation. Step Description 1. To start the Avaya CMS Supervisor application, click Start Programs Avaya CMS Supervisor V13 CMS Supervisor 13.1 - English. Log in using a User ID with administrative credentials. 2. From the Avaya CMS Supervisor, click Commands Agent Administration. The Agent Administration window is displayed. 20 of 27

3. From the Agent Administration, select Change Agent Skills in the Operations field and click OK. 4. The Select Agent/Template is displayed. Enter the agent ID and click OK. 21 of 27

5. The Change Agent Skills window is displayed. Click Add Skills button and select the agent skill and level from the Assigned Skills and Level drop down lists. Check the Greatest Need and Service Objective check boxes. Click OK. Assigned Skills: 61, 62 and 63. Level: 1 for Skill 61. R1 for Skills 62 and 63. Greatest Need: Check. Service Objective: Check. 22 of 27

7. Verification Steps The following scenarios were tested using the test configuration diagram shown in Figure 1. Step Description 1. Verify that agents can log in. Login three Call Center Agents, Agent1 (regular agent), Agent2 (remote agent), and Agent3 (reserve agent). Change Agent1 and Agent2 to the Auto-In state. Verify that Agent1 and Agent2 login state is in the Auto-In (Avail) state. Verify that Agent3 login status is in the Other state. 2. Verify that incoming calls are routed to the least occupied agent. Agent1, Agent2 and Agent3 are available for receiving calls. Agent1 has least occupied time. Place a voice call to VDN 20461. Enter digit 1 as Platinum customer. Verify that the call is routed to Agent1. 23 of 27

Step Description 3. Verify that Agent2 receives the call if Agent1 is not available. While Agent1 is not available. Place a second voice call to VDN 20461. Enter digit 1 as Platinum customer. Verify that the call is routed to Agent2. 4. Verify that call is routed to Agent3 (reserve agent) when the call in the wait queue is over the administered threshold. While Agent1 and Agent2 are on the call. Place a voice call to VDN 20461. Enter digit 1 as Platinum customer. Verify that the call is routed to Agent3 after the call is in the wait queue and over the administered threshold. 24 of 27

5. Verify that a direct agent calling is routed to the corresponding agent. Place a voice call to VDN 20461 Enter digit 0 for direct agent call. Enter Agent1 ID. Verify that the call is routed to Agent1. 6. Verify that Location Preference Distribution routes incoming call to Agent1 when the call reaches VDN 20461 via the CO Branch Office 3 trunk. Agent1, Agent2 and Agent3 are available for receiving calls. Place a voice call via CO Branch Office 3 trunk to VDN 20461. Enter digit 1 which represents a Platinum customer. Verify that the call is routed to Agent2. 8. Conclusion As illustrated in these Application Notes, Avaya Business Advocate can be configured to have local agents answer calls before remote backup agents. Reserve agents can be automatically activated when the service threshold is reached. 25 of 27

9. Additional References The following documents can be found at http://support.avaya.com: [1] Administrator s Guide for Avaya Communication Manager, Issue 2, February 2006; Doc ID: 03-300509. [2] Avaya Communications Manager- Automatic Call Distribution (ACD) Guide, Issue 1.0 June 2005; Doc ID: 07-300301. [3] Avaya Business Advocate User Guide, Issue 1, February 2006; Doc ID: 07-300653. [4] Avaya CMS Supervisor Release 13 Administration, Issue 1.1 June 2005; Doc ID: 07-300331. [5] Avaya CMS Supervisor Release 13.1 Report Designer, February 2006; Doc ID: 07-300743. [6] Configuring Avaya Media Servers as Local Survivable Processors for Avaya Media Gateways and Standard Local Survivability on Avaya G250 Media Gateway. [7] How to Configure an IP Connect High Reliability Configuration using Avaya S8700-Series Media Servers, IPSI and Media Processor Duplication. [8] How to Configure Enterprise Survivable Server (ESS) using Avaya S8700-Series Media Servers. 26 of 27

Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by and are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. The information provided in these Application Notes is subject to change without notice. The configurations, technical data, and recommendations provided in these Application Notes are believed to be accurate and dependable, but are presented without express or implied warranty. Users are responsible for their application of any products specified in these Application Notes. Please e-mail any questions or comments pertaining to these Application Notes along with the full title name and filename, located in the lower right corner, directly to the Avaya Solution & Interoperability Test Lab at interoplabnotes@list.avaya.com 27 of 27