Manage an Avaya Call Center

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 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 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 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 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.