210505 1, Avaya
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//-->585-210-505Comcode 700200215Issue 1May 2002© 2002, Avaya Inc.All Rights ReservedNoticeEvery effort was made to ensure that the information inthis document was complete and accurate at the timeof printing. However, information is subject to change.Preventing Toll Fraud“Toll fraud” is the unauthorized use of yourtelecommunications system by an unauthorized party(for example, a person who is not a corporateemployee, agent, subcontractor, or working on yourcompany's behalf). Be aware that there may be a riskof toll fraud associated with your system and that, if tollfraud occurs, it can result in substantial additionalcharges for your telecommunications services.Avaya Fraud InterventionIf yoususpect that you are being victimizedby toll fraudand you need technical assistance or support, callTechnical Service Center Toll Fraud InterventionHotline at +1 800 643 2353 for the United States andCanada. For additional support telephone numbers,see the Avaya web site:Click onSupport,then click onEscalation Lists USand International.This web site includes telephonenumbers for escalation within the United States. Forescalation telephone numbers outside the UnitedStates, click onGlobal Escalation List.Providing Telecommunications SecurityTelecommunications security (of voice, data, and/orvideo communications) is the prevention of any type ofintrusion to (that is, either unauthorized or maliciousaccess to or use of) your company'stelecommunications equipment by some party.Your company's “telecommunications equipment”includes both this Avaya product and any other voice/data/video equipment that could be accessed via thisAvaya product (that is, “networked equipment”).An “outside party” is anyone who is not a corporateemployee, agent, subcontractor, or working on yourcompany's behalf. Whereas, a “malicious party” isanyone (including someone who may be otherwiseauthorized) who accesses your telecommunicationsequipment with either malicious or mischievous intent.Such intrusions may be either to/through synchronous(time-multiplexed and/or circuit-based) orasynchronous (character-, message-, or packet-based)equipment or interfaces for reasons of:•Utilization (of capabilities special to theaccessed equipment)•Theft (such as, of intellectual property,financial assets, or toll-facility access)•Eavesdropping (privacy invasions tohumans)•Mischief (troubling, but apparently innocu-ous, tampering)•Harm (such as harmful tampering, dataloss or alteration, regardless of motive orintent)Be aware that there may be a risk of unauthorizedintrusions associated with your system and/or itsnetworked equipment. Also realize that, if such anintrusion should occur, it could result in a variety oflosses to your company (including but not limited to,human/data privacy, intellectual property, materialassets, financial resources, labor costs, and/or legalcosts).Your Responsibility for Your Company’sTelecommunications SecurityThe final responsibility for securing both this systemand its networked equipment rests with you - an Avayacustomer's system administrator, yourtelecommunications peers, and your managers. Basethe fulfillment of your responsibility on acquiredknowledge and resources from a variety of sourcesincluding but not limited to:•Installation documents•System administration documents•Security documents•Hardware-/software-based security tools•Shared information between you and yourpeers•Telecommunications security expertsTo prevent intrusions to your telecommunicationsequipment, you and your peers should carefullyprogram and configure:•your Avaya-provided telecommunicationssystems and their interfaces•your Avaya-provided software applica-tions, as well as their underlying hardware/software platforms and interfaces•any other equipment networked to yourAvaya products.TrademarksThe following trademarks are mentioned in thisdocument:•MultiVantage and DEFINITYare registeredtrademarks of Avaya Inc.•Enterprise, Solaris, SPARCserver, Net-work Terminal Server, Sun, SunSwift, Sol-stice, DiskSuite,andUltraare trademarksor registered trademarks of Sun Microsys-tems, Inc.•INFORMIXis a registered trademark ofInformix Software, Inc.•Multiportis a registered trademark ofAurora Technologies, Inc.•Windowsis a registered trademark ofMicrosoft, Inc.All other product names mentioned herein are thetrademarks of their respective owners.Ordering InformationCall:Avaya Publications CenterVoice +1 800 457 1235Fax+1 800 457 1764International Voice +1 410 568 3680International Fax+1 410 891 0207Write:Globalware Solutions200 Ward Hill AvenueHaverhill, MA 01835 USAAttention: Avaya Account ManagerE-mail:totalware@gwsmail.comOrder:Document No. 585-210-505, Issue1May 2002Avaya SupportAvaya provides a telephone number for you to use toreport problems or to ask questions about your contactcenter. The support telephone numberis 1-800-242-2121 in the United States and Canada.For additional support telephone numbers, see theAvaya web site:Click onSupport,then click onEscalation Lists USand International.This web site includes telephonenumbers for escalation within the United States. Forescalation telephone numbers outside the UnitedStates, click onGlobal Escalation List.AcknowledgmentThis document was written by the CRM Developmentgroup.Avaya™ Call CenterLittle Instruction Book for Advanced AdministrationIssue 1.0ContentsCredits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9Chapter 1: WelcomeWhy an advanced book?. . . . . . . . . .We wrote this book for you!. . . . . . . . .What this book contains. . . . . . . . . . .Conventions and terms used in this book. .Trademarks and service marks. . . . . . .Related documents. . . . . . . . . . . . .CMS software documents. . . . . .Upgrade documents. . . . . . . . .Hardware documents. . . . . . . .Switch documents. . . . . . . . . .Administration documents. . . . . .Other documents. . . . . . . . . .Documentation Web sites. . . . . .MultiVantage call center books. . .Before you contact Avaya for support..................................................................................................................................................................................................................111112131314151619202020222223Chapter 2: Agent administrationViewing an agent’sskill assignment (EAS only). . . . . . . . . . . . . . . .Changing an agent’s skill assignment (EAS only). . . . . .Helpful tips. . . . . . . . . . . . . . . . . . . . . .Changing a skill for multiple agents (EAS only). . . . . . .Helpful tips. . . . . . . . . . . . . . . . . . . . . .Changing an agent’s extension split assignment (non-EAS)Helpful tips. . . . . . . . . . . . . . . . . . . . . .Moving multiple agents’ extensions between splits(non-EAS). . . . . . . . . . . . . . . . . . . . . . . . .Helpful tips. . . . . . . . . . . . . . . . . . . . . .Tracing an agent’s call activity. . . . . . . . . . . . . . . .Helpful tips. . . . . . . . . . . . . . . . . . . . . ...................................................................2527273030333335353737Issue 1.0 May 20025 [ Pobierz całość w formacie PDF ]
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//-->585-210-505Comcode 700200215Issue 1May 2002© 2002, Avaya Inc.All Rights ReservedNoticeEvery effort was made to ensure that the information inthis document was complete and accurate at the timeof printing. However, information is subject to change.Preventing Toll Fraud“Toll fraud” is the unauthorized use of yourtelecommunications system by an unauthorized party(for example, a person who is not a corporateemployee, agent, subcontractor, or working on yourcompany's behalf). Be aware that there may be a riskof toll fraud associated with your system and that, if tollfraud occurs, it can result in substantial additionalcharges for your telecommunications services.Avaya Fraud InterventionIf yoususpect that you are being victimizedby toll fraudand you need technical assistance or support, callTechnical Service Center Toll Fraud InterventionHotline at +1 800 643 2353 for the United States andCanada. For additional support telephone numbers,see the Avaya web site:Click onSupport,then click onEscalation Lists USand International.This web site includes telephonenumbers for escalation within the United States. Forescalation telephone numbers outside the UnitedStates, click onGlobal Escalation List.Providing Telecommunications SecurityTelecommunications security (of voice, data, and/orvideo communications) is the prevention of any type ofintrusion to (that is, either unauthorized or maliciousaccess to or use of) your company'stelecommunications equipment by some party.Your company's “telecommunications equipment”includes both this Avaya product and any other voice/data/video equipment that could be accessed via thisAvaya product (that is, “networked equipment”).An “outside party” is anyone who is not a corporateemployee, agent, subcontractor, or working on yourcompany's behalf. Whereas, a “malicious party” isanyone (including someone who may be otherwiseauthorized) who accesses your telecommunicationsequipment with either malicious or mischievous intent.Such intrusions may be either to/through synchronous(time-multiplexed and/or circuit-based) orasynchronous (character-, message-, or packet-based)equipment or interfaces for reasons of:•Utilization (of capabilities special to theaccessed equipment)•Theft (such as, of intellectual property,financial assets, or toll-facility access)•Eavesdropping (privacy invasions tohumans)•Mischief (troubling, but apparently innocu-ous, tampering)•Harm (such as harmful tampering, dataloss or alteration, regardless of motive orintent)Be aware that there may be a risk of unauthorizedintrusions associated with your system and/or itsnetworked equipment. Also realize that, if such anintrusion should occur, it could result in a variety oflosses to your company (including but not limited to,human/data privacy, intellectual property, materialassets, financial resources, labor costs, and/or legalcosts).Your Responsibility for Your Company’sTelecommunications SecurityThe final responsibility for securing both this systemand its networked equipment rests with you - an Avayacustomer's system administrator, yourtelecommunications peers, and your managers. Basethe fulfillment of your responsibility on acquiredknowledge and resources from a variety of sourcesincluding but not limited to:•Installation documents•System administration documents•Security documents•Hardware-/software-based security tools•Shared information between you and yourpeers•Telecommunications security expertsTo prevent intrusions to your telecommunicationsequipment, you and your peers should carefullyprogram and configure:•your Avaya-provided telecommunicationssystems and their interfaces•your Avaya-provided software applica-tions, as well as their underlying hardware/software platforms and interfaces•any other equipment networked to yourAvaya products.TrademarksThe following trademarks are mentioned in thisdocument:•MultiVantage and DEFINITYare registeredtrademarks of Avaya Inc.•Enterprise, Solaris, SPARCserver, Net-work Terminal Server, Sun, SunSwift, Sol-stice, DiskSuite,andUltraare trademarksor registered trademarks of Sun Microsys-tems, Inc.•INFORMIXis a registered trademark ofInformix Software, Inc.•Multiportis a registered trademark ofAurora Technologies, Inc.•Windowsis a registered trademark ofMicrosoft, Inc.All other product names mentioned herein are thetrademarks of their respective owners.Ordering InformationCall:Avaya Publications CenterVoice +1 800 457 1235Fax+1 800 457 1764International Voice +1 410 568 3680International Fax+1 410 891 0207Write:Globalware Solutions200 Ward Hill AvenueHaverhill, MA 01835 USAAttention: Avaya Account ManagerE-mail:totalware@gwsmail.comOrder:Document No. 585-210-505, Issue1May 2002Avaya SupportAvaya provides a telephone number for you to use toreport problems or to ask questions about your contactcenter. The support telephone numberis 1-800-242-2121 in the United States and Canada.For additional support telephone numbers, see theAvaya web site:Click onSupport,then click onEscalation Lists USand International.This web site includes telephonenumbers for escalation within the United States. Forescalation telephone numbers outside the UnitedStates, click onGlobal Escalation List.AcknowledgmentThis document was written by the CRM Developmentgroup.Avaya™ Call CenterLittle Instruction Book for Advanced AdministrationIssue 1.0ContentsCredits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9Chapter 1: WelcomeWhy an advanced book?. . . . . . . . . .We wrote this book for you!. . . . . . . . .What this book contains. . . . . . . . . . .Conventions and terms used in this book. .Trademarks and service marks. . . . . . .Related documents. . . . . . . . . . . . .CMS software documents. . . . . .Upgrade documents. . . . . . . . .Hardware documents. . . . . . . .Switch documents. . . . . . . . . .Administration documents. . . . . .Other documents. . . . . . . . . .Documentation Web sites. . . . . .MultiVantage call center books. . .Before you contact Avaya for support..................................................................................................................................................................................................................111112131314151619202020222223Chapter 2: Agent administrationViewing an agent’sskill assignment (EAS only). . . . . . . . . . . . . . . .Changing an agent’s skill assignment (EAS only). . . . . .Helpful tips. . . . . . . . . . . . . . . . . . . . . .Changing a skill for multiple agents (EAS only). . . . . . .Helpful tips. . . . . . . . . . . . . . . . . . . . . .Changing an agent’s extension split assignment (non-EAS)Helpful tips. . . . . . . . . . . . . . . . . . . . . .Moving multiple agents’ extensions between splits(non-EAS). . . . . . . . . . . . . . . . . . . . . . . . .Helpful tips. . . . . . . . . . . . . . . . . . . . . .Tracing an agent’s call activity. . . . . . . . . . . . . . . .Helpful tips. . . . . . . . . . . . . . . . . . . . . ...................................................................2527273030333335353737Issue 1.0 May 20025 [ Pobierz całość w formacie PDF ]