The Avaya platform offers call center functionality to help support campus customer service operations. Call center agents can use this service with a traditional handset or remotely through the Avaya one-X Communicator softphone client.
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Table of Contents
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Definitions
VDN (Vector Directory Number)
A vector directory number (VDN) represents the main call center number for a department, which is on an automatic call distribution that directs an incoming call to a "vector” for routing.
Vector
Admin-defined sequence of functions that may be performed when a call is received on the call center’s main number, such as routing the call to a “skill,” outside destination, giving a busy signal, or playing a recorded message.
Skill
A Skill is used to route incoming calls to a group of “Agent IDs” handling similar types of calls. For example, an incoming caller wishing to speak to Admissions can call one number but the call can be answered by any agent in the Admissions Skill.
Agent IDs
Agent IDs are specific to one user. Each agent ID will have skills associated with it to correctly route calls to them. Users are able to log in from any call center telephone set or Avaya one-X.
CMS
Avaya Call Management System (CMS) is an integrated analysis and reporting solution that keeps you in touch with virtually everything that's going on in your call center, from evaluating the performance of a single agent or group of agents to real time monitoring of call distribution
Request a New Call Center
To request a new call center, contact help-tdc@pdx.edu to receive more information and start the process.
Call Flow and Menu Options
Announcements
Announcements are used in many stages of the call handling process, offering customized information for scenarios such as:
When the customer calls
When the customer is on hold
When the customer is is calling after hours
To request changes to your call center’s announcements through a professional service, contact help-tdc@pdx.edu.
Service Hours and Holiday Scheduling
Service hours define when a call center is open and closed. Holiday scheduling is used for campus-wide office closures, but can also be used to schedule temporary or short term closures for each call center.
To request a change to a call center’s service hours or to schedule a holiday closure, contact help-tdc@pdx.edu.
Configure Call Centers
Here are some of the options available for configuring your call center. To make changes, contact help-tdc@pdx.edu.
Agent IDs
Changes to Agent IDs generally occur when a new staff member is hired and a name change needs to occur. Include in the ticket all new users and required skill associations.
Request New Skill
If a new option in the phone tree is required, submit a ticket with a brief explanation of the business need.
Skill Assignments
Users
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with Access to CMS Supervisor
Call center managers can maintain their own skill assignments. For more information, review pages 27-32 of the CMS Supervisor guide.
Users
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without CMS Supervisor Access
Submit a ticket with the agent IDs and the skill(s) that needs to be associated to each ID.
Reporting CMS
Users
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with Access to CMS Supervisor
Call center managers can access real-time and historical reports through the CMS Supervisor application. For more information, review the Avaya CMS Supervisor guide.
Overview: pages 28-31
Real-time reports: pages. 95-237
Historical report: pages 239-384
Users
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without CMS Supervisor Access
To review Cognos reports containing call center data, submit an OAM Access Request (OAR) with the following access:
Select specific access by system: Cognos
Select Other Cognos Access
Enter Call Center folder in the Other Cognos Access text box.
Agent Access and Configurations
Desk Phones
Work with your Telecom Coordinator to submit a Telecom request for new desk phones.
Avaya One-X
Access: Submit a request to help-tdc@pdx.edu including the name of the call center and number of extensions needed.
Set up: The Avaya one-X application is only available on Windows PCs and can be installed on PSU computers through Self-Service Software.