GTE Omni Si Database Technical Practices Manual

--TL-130200-1001
Agent Group Call8.10.4
Waiting LevelsAgent Group Call Waiting Levels (transaction 69) allows
the user to examine call waiting levels for every agent group.
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IAGENT GROUP CALL WAITING LEVELS69IIIAGENTI
IGROUP
ILEVEL 1LEVEL 2LEVEL 3I
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0
1
.2
3
4
5
6
7
I001002003II
001002003I
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001002003II001002003IIUNEIIUNEI
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UNE
II
UNEI
IENTER END (E), REPEAT (R), OR TRANSACTION NUMBER (O-224) 
>jI
L----------------------------------------------------------------------~where
UNE =...

TL-130200-I 001Change First Recorded610.6 Change First Recorded Announcement (transaction 62)
Announcementallows the user to change the first recorded announcement for a
specific agent group.
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ICHANGE FIRST RECORDED ANNOUNCEMENT62I
IIAGENT GROUP (0--- > 7) >O.IIICURRENTLY RECORDED ANNOUNCEMENT # 1 IS PLAYEDIIDO YOU WANT RECORDED ANNOUNCEMENT #1 TO PLAY (Y/N) >Y.I
IIICURRENTLY RECORDED ANNOUNCEMENT #I IS ALWAYS PLAYEDI
IBEFORE ROUTING TO AN AGENT GROUP IS TRUE
I
IDO YOU WANT TO ALWAYS PLAY RECORDED...

TL-130200-1001:Change Recorded
Announcement Delay8.10.8 Change Recorded Announcement Delay or Repetition
or Repetition TimingTiming (transaction 64) allows the user to change the recorded
announcement delay, or repetition timing for a specific agent
group.
r-------------------------------------------------------------------------------~
j CHANGE RECORDED ANNOUNCEMENT DELAY OR REPETITION TIMINGI
64I
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-IAGENT~GROUP = 1I
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.-..
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I - DELAY TIMINGI
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_OLD VALUE: 030NEW VALUE (l--->255)...

TL-130200-I 001Change Call Waiting8.10.10 Change Call Waiting indicator Levels (transaction 66)
indicator Levelsallows the user to change the calf waiting indicator level for a
specific agent group.
r-------------------------------------------------------------------,IIICHANGE CALL WAITING INDICATOR LEVELS164 ;
fAGENT GROUP (0--- > 7) > 2.II
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fPiRST CALL WAITING LEVELIIII1OLD VALUE: 001NEW VALUE (0---> 255) > 5.1
iISECOND CALL WAITING LEVELI_ I
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IOLD VALUE: 002NEW VALUE 
(0---> 255) > 8.I
II
III...

TL-130200-1001Display a Repertory8.11.1 Display a Repertory Dial Key Set (transaction 81) allows
Dial Key Setthe user to examine the repertory dial numbers in a specific key
set along with agent groups using the key set. A CAS group has
seventeen repertory dial keys (0 --- 
> 16). An ACD group
has sixteen repertory dial keys (0 --- 
> 15). Each repertory
dial number may have a maximum of 16 characters.
. .r------------------------------------------------------------------------,IIIIIDISPLAY A REPERTCRY...

TL-130200-1001
Ir----------------------I--------------------------------------------------~IIICHANGE A REPERTORY DIAL KEY SET82I
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IENTER REP DlAL KEY SET (0---> 3) > 1.I
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IKEY SET 1 IS SHARED BY AGENT GP: l/A 2/A 3/C 4/C
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IENTER REP DIAL KEY # (0---> 46) > 5.I
IICURRENT REP DIAL NUMBER: XXXXXXXXXX.II
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INEW REP DIAL NUMBER(16 CHARACTERS MAX) IN DOUBLE QUOTES
:II“95551212”.I
II
- iDO YOU WANT TO EXECUTE THIS CHANGE (Y/N) > Y.I
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II.II _ ENTER END-(E), REPEAT (R), OR TRANSACTlON NUMBER...

 r- -TL-130200-I 001
Display Day/Night812.1
Mode (86)This display allows the supervisor to see all agent groups’
day/night mode.An example of this display is as follows:
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r-------------------------‘-----------------------------------------,IIIDISPLAY DAY/NIGHT MODE86 \II
II
IAGENT GROUP 
#DAY/NIGHT MODEI
II
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0DAYI
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1NIGHTILI_.
II
I2NIGHTI
III
3DAYII ~I
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4NIGHTII5DAYI
iI
. .I
I6NIGHTII
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7DAYI
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f ENTER END (E), REPEAT (R), OR TRANSACTION NUMBER (O-224)...

TL-130200-1001Supervisor Message
Options Menu (85)8.13.1 This menu lists the types of message options the
supervisor can send or update.
..^
IIISUPERVISOR MESSAGE OPTIONS85 i
II
I49) SEND SPECIAL MESSAGEIII
f97) SEND UNIQUE MESSAGEI_I
I84) DISPLAY SPECIAL MESSAGESI
II88)CHANGE A SPECIAL MESSAGEIII
I83)GO TO CAS MAIN/ACD SUPERVISOR OPTIONS MENUIIII
fENTER TRANSACTION NUMBER-->IIII
Send a Special8.13.2 This menu describes the actions required to send a
Message (49)special message.
IIIISEND SPECIAL...

TL-130200-1001Send a Unique
Message (97)8.13.3 This menu describes the actions required to send a
unique message.
r-------------------------------------------------------------------------------~IISEND UNIQUE MESSAGEII97I
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II
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IENTER MESSAGE (UP TO 16 CHARACTERS) IN DOUBLE QUOTES 
> “message”. I
II
ITYPES OF MESSAGE
I1A) BROADCASTI
;I.
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-IB) AGENT GROUP(S)
I1
I -C) AGENT POSITION(S)
II
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ID) NONE
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IIENTER THE LETTER OF THE DESIRED MESSAGE TYPE 
> C.
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IENTER AGENT POSITIONS (UP TO 16) (0--- >63) >...

-.: _...._TL-130200-1001
Change Special8.13.5 This transaction allows the supervisor to change the
Message (88)special message of a specific agent group.
r----------------------------------------------------------------------~IIIIICHANGE A SPECIAL MESSAGE88I
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ISPECIAL MESSAGE NUMBER 
(0---> 7) > 6.I
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ICURRENT MESSAGE: COFFEE BREAK
III.._IIIII
INEW MESSAGE (16 CHARACTERS MAXIMUM)I- IENTER MESSAGE IN DOUBLE QUOTES > “LUNCH BREAK”I
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IIS THIS THE SPECIAL MESSAGE FOR LINE TO AGENT GROUP CALLS;I...