GTE Omni Si Database Technical Practices Manual
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--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. I I LI I. . I I II IAGENT GROUP CALL WAITING LEVELS69IIIAGENTI IGROUP ILEVEL 1LEVEL 2LEVEL 3I I I 0 1 .2 3 4 5 6 7 I001002003II 001002003I I 001002003II001002003IIUNEIIUNEI I UNE II UNEI IENTER END (E), REPEAT (R), OR TRANSACTION NUMBER (O-224) >jI L----------------------------------------------------------------------~where UNE = Agent group not implemented Change Delay Routing of an Agent Group8.10.5 Change Delay Routing of an Agent Group (transaction 61) allows the user to change the routing data of an agent group. Displayed information includes recorder announcement options, and delay or repetition timing. I I I ICHANGE DELAY ROUTING OF AN AGENT GROUP 61 ;II IIII I62) FIRST RECORDED ANNOUNCEMENT,II I63) SECOND RECORDED ANNOUNCEMENTII I64)DELAY OR REPETITION TIMINGI I60)GO TO CALL WAITING DATA MENUI II i ENTER TRANSACTION NUMBER --> 62.I IIIIL--------_-----_----------------------------------------------------, 52108187M-31 5
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. I I 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 ANNOUNCEMENT #lII IBEFORE ROUTING TO AN AGENT GROUP (Y/N) . >Y. ; DO YOU WANT TO EXECUTE THIS CHANGE (Y.N) >Y.I I I ICURRENTLY ALTERNATE RECORDED ANNOUNCEMENT #l IS NOT PLAYED I IDO YOU WANT ALTERNATE RECORDED ANNOUNCEMENT #l TO PLAY (Y.N I I IDO YOU WANT TO CHANGE REC-ANN #2 FOR THIS AGENT GROUP (Y/N) >.IIII Change Second&IO.‘% Change Second Recorded Announcement (transaction Recorded63) allows the user to change the second recorded Announcementannouncement for a specific agent group. Enter a period to retain old value. r----------------------------------------------------------------------------------~III ICHANGESECONDRECORDEDANNOUNCEMENT63IIIII IAGENTGROUP = 1II I I ICURRENTLY RECORDED ANNOUNCEMENT #2 IS PLAYEDIIII DO YOU WANT RECORDED ANNOUNCEMENT #2 TO PLAY (Y/N)>Y.IIIIII I I CURRENTLY ALTERNATE RECORDED ANNOUNCEMENT #2 IS PLAYEDI IIIDO YOU WANT ALTERNATE RECORDED ANNOUNCEMENT #2 TO PLAY (Y.N) > N;I I I . I II ICURRENTLY RECORDED ANNOUNCEMENT #2 IS REPEATED I IIIDO YOU WANT RECORDED ANNOUNCEMENT #2 REPEATED (Y/N) >Y.III I DO YOU WANT TO EXECUTE THIS CHANGE (YIN) >Y.I I I I II IDO YOU WANT TO CHANGE DELAY TIMING FOR THIS AGENT GROUP (Y/N) >Y.1 I I I I I L-__-_---__----_________________________-------------------------------------------~ M-31 68l875210
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 I II II I I -IAGENT~GROUP = 1I I I, .-.. I I - DELAY TIMINGI I I II _OLD VALUE: 030NEW VALUE (l--->255) >15.IIIII IREPETI-TION TIMINGI I IOLD VALUE: 045 INEW VALUE (l--- > 255)> 30.II I II II II IDO YOU WANT TO EXECUTE THIS CHANGE (Y.N) >Y.I IIIENTER END (E), REPEAT (R) OR TRANSACTION NUMBER (O-224)I II I-----_-----__------____________________----------------------------------------~ Change Alternate8.10.9 Change Alternate Destination of an Agent Group Destination of an(transaction 65) allows the user to change the alternate routing Agent Groupdestination for a specific agent group. r-------------------------------------------------------------------,II ICHANGE ALTERNATE DESTINATION OF AN AGENT GROUP651I iAGENT GROUP NUMBER (0---> 7) > 1.I I II I ICURRENT ALTERNATE DESTINATION: AGENT GROUP 0 IICURRENT ALTERNATE ROUTE TIMING: 120 SECONDSI II I II INEW DESTINATION TYPE: I II IIIA) DIRECTORY NUMBERI III8) ATTENDANTIIIC) AGENT GROUPI I II ID) TRUNK GROUP I I E) SYSTEM RECORDED ANNOUNCEMENTI II II IF) NONE IIIIENTER LETTER OF NEW DESTINATION > A.III IIII IDIRECTORY NUMBER (000---> 9999) > 4567. I II I INEW ALTERNATE ROUTE TIMING (O-225) SECONDS > 90.I IIIIIIDO YOU WANT TO EXECUTE THIS CHANGE (Y/N) > Y.I I I IENTER END (E), REPEAT (R) OR TRANSACTION NUMBER (O-224)jIL________-__----_____________________---------------------------------------~ 52108187M-31 7
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 I II fPiRST CALL WAITING LEVELIIII1OLD VALUE: 001NEW VALUE (0---> 255) > 5.1 iISECOND CALL WAITING LEVELI_ I I I IOLD VALUE: 002NEW VALUE (0---> 255) > 8.I II III ITHIRD CALL WAITING LEVELI I I II IOLD VALUE: 003I INEW VALUE (0---> 255) > 11.II I I I IDO YOU WANT TO EXECUTE THIS CHANGE (Y.N) >Y.II I I I IENTER END (E), REPEAT (R), OR TRANSACTION NUMBER (O-224) i L-------------------------------------------------------------------, CAS Main/ACD8.11 The CAS Main/ACD Instrument Control Data Menu is Data Menu Instrument Controlaccessed through CAS Main/ACD Supervisory Recent Change. The following steps are used to access the menu: 1. Select transaction 80 from CAS Main/ACD Supervisory Recent Change. The system responds: r--------------------------------------------------------~----------,IIICAS MAIN/ACD INSTRUMENT CONTROL DATA 80 :I I I I I 81)DISPLAY A REPERTORY DIAL KEY SETI I I I82)CHANGE A REPERTORY DIAL KEY SETII38)GO TO CAS MAIN/ACD SUPERVISORY RECENT CHANGE MENU iII II IENTER TRANSACTION NUMBER ---- >I II L-------------------------------------------------------------------~2. Select the correct transaction. M-31 88187 5210
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 DIAL KEY SET81III II IENTER REP DIAL KEY SET (0--- > 3) > 1.II.IKEY SET 1 IS SHARED BY AGENT GP: l/A 2/A 3/C 4/C KEYREP DIAL NUMBERKEYREP DIAL NUMBER 00 0204 06 10 08 12 14 16fp200 AUTO fp208 TOYS fp212 MENSWEAR fp240 SHOES fp245 CATALOG fp242 MANAGER bfp9p8972222POLI I 01fp205 HARDWAREI I 03fp209 FURNITUREII 05fp213 LADIESI I 07fp241 HOUSEHOLDII 11I I 09fp244 WILL CALLII 13I I 15bf9p8972288FIREII I IENTER END (E), REPEAT (R), OR TRANSACTION NUMBER (O-224) >I I I L------------------------------------------------------------------------,where A=ACD group B= CAS group f= Flash P= Pause for dial tonea= Key will auto-correct on line 1 b= Key will auto-correct on line 2 r=Release c. =Key will function on line 1 only d. = Key will function on line 2 only Change a Repertory8.11.2 Change Repertory Dial Key Set (transaction 82) allows the Dial Key Setuser to change a repertory dial number in a specific key set. Changes are applied to all instruments and agent groups using that key set. In the display, enter new repertory dial numbers between double quotation marks (“ “). 5210 8187M-31 9
TL-130200-1001 Ir----------------------I--------------------------------------------------~IIICHANGE A REPERTORY DIAL KEY SET82I I II IENTER REP DlAL KEY SET (0---> 3) > 1.I .II I IKEY SET 1 IS SHARED BY AGENT GP: l/A 2/A 3/C 4/C I I II IENTER REP DIAL KEY # (0---> 46) > 5.I IICURRENT REP DIAL NUMBER: XXXXXXXXXX.II I I 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 I II.II _ ENTER END-(E), REPEAT (R), OR TRANSACTlON NUMBER (O-224) >I I - -__--___-_____----___-----------------------------------------------lwhere A= ACD group B=CAS group f= Flash P= Pause for dial tone a= Key will auto-correct on line 1 b= Key will auto-correct on line 2 r= Release c.= Key will function on line 1 only d.=Key will function on line 2 only 2. Select the correct transaction, NOTE: a, b, c, and d are mutually exclusive, and, if used, must appear in the first position: VALID A 4566INVALID 4566 or 4567 Day/Night Mode8.12 Day/Night Mode Data Menu is accessed through CAS Data MenuMain/ACD Supervisory Recent Change. The following steps are used to access the menu: 1 .Select transaction 39 from CAS Main/ACD Supervisory Recent Change. The system responds: r-------------------------------------------------------------------,I I IDAY/NIGHT MODE DATA39 i II III86) DISPLAY DAY/NIGHT MODE I I I 87)CHANGE DAY/NIGHT MODE OF AGENT GROUPI I I38)GO TO CAS MAINIACD SUPERVISORY RECENT CHANGE MENU iII:-- ENTER TRANSACTION NUMBER-->- ----------------__--------------------------------------------:M-320 81875210
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: . . r-------------------------‘-----------------------------------------,IIIDISPLAY DAY/NIGHT MODE86 \II II IAGENT GROUP #DAY/NIGHT MODEI II I 0DAYI I 1NIGHTILI_. II I2NIGHTI III 3DAYII ~I I 4NIGHTII5DAYI iI . .I I6NIGHTII I 7DAYI I I f ENTER END (E), REPEAT (R), OR TRANSACTION NUMBER (O-224) >:L------~~~~-~~~~~--~~---~~~-~~~~-~~~~---~~~~~~~~~~~--~-~~~~~~~~~~~-~J Change Day/Night8.12.2 This display allows the supervisor to change the agent Mode (87)groups’ day/night mode. r-------------------------------------------------------------------,IIICHANGE DAY/NIGHT MODE87 i I I IAGENT GROUP # (0---> 7) > 0.IIIIIICURRENT MODE: DAYI II I I INEW MODE (DAY/NIGHT) > NIGHT.I I IDO YOU WANT TO EXECUTE THIS CHANGE (Y/N) > Y.II ~_E_N_~ER-_E_N_D-[E~ REPEAT (~1 0~ TRANSACTION NUMBER (0-224) >iL----w----- L---__--------------------------- -------I Supervisor Message Handler8.13 This display allows the supervisor to see all agent groups. The Supervisor Message Handler allows the supervisor to send three different types of communication-directed messages to the agents’ instruments: * Broadcast Message. A broadcast message is sent to all equipped agent positions. e Agent Group Message. This message is sent to all equipped agent positions in the agent group(s). o Agent Message. This message is sent to the agent position(s) specified. The supervisor may store messages that are frequently sent in the SPECIAL MESSAGE TABLE. A total of eight stored messages is allowed. Additional Unique messages are sent by choosing the appropriate menu. 52108187M-321
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 MESSAGE49II II IISPECIAL MESSAGE NUMBER (0---> 7) > 2.IIII IMESSAGE: CHANGE GROUPIII ITYPE OF MESSAGEI I I IA) BROADCASTI II B) AGENT GROUP(S)IIIIIC) AGENT POSITION(S)I I ID) NONEI IIII IENTER THE LETTER OF THE DESIRED MESSAGE TYPE > B.II II IIENTER AGENT GROUP NUMBER(S) (0---> 7) > 0 6 7. II I IENTER END (E), REPEAT (R), OR TRANSACTION NUMBER (O-224) >; IIIIL----------_--------____________________-------------------------------,Another possible prompt is as follows: C) AGENT POSITION(S) - ENTER AGENT POSITIONS (up to 16) (O--.+63) >M-322 81875210
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 II II I IENTER MESSAGE (UP TO 16 CHARACTERS) IN DOUBLE QUOTES > “message”. I II ITYPES OF MESSAGE I1A) BROADCASTI ;I. I -IB) AGENT GROUP(S) I1 I -C) AGENT POSITION(S) II I ID) NONE I IIENTER THE LETTER OF THE DESIRED MESSAGE TYPE > C. iI IENTER AGENT POSITIONS (UP TO 16) (0--- >63) > 5 7 20 63.I II II IENTER END (E), REPEAT (R), OR TRANSACTION NUMBER (O-224) >IIIIL---^___-_---_---_--____________________----------------------------------------~ 5210 Special Message Display (84)8.13.4 The display allows the supervisor to display all special messages stored in the agent instruments. r---------------------------------------------------------------------IIISPECIAL MESSAGE DISPLAY84I I IMSG #MESSAGE MSG #IMESSAGEI I I I 0COFFEE BREAK 1 LUNCHII2END OF SHIFT3CHANGE GROUPI I4NEW NUMBER5HARDWARE 316II6- BLANK -7- BLANK -I I I :ENTER END (E), REPEAT (R), OR TRANSACTION NUMBER (O-224) > L----_------_--------------------------------------------------------- 8187M-323
-.: _...._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 II I ISPECIAL MESSAGE NUMBER (0---> 7) > 6.I I II ICURRENT MESSAGE: COFFEE BREAK III.._IIIII INEW MESSAGE (16 CHARACTERS MAXIMUM)I- IENTER MESSAGE IN DOUBLE QUOTES > “LUNCH BREAK”I II II IIS THIS THE SPECIAL MESSAGE FOR LINE TO AGENT GROUP CALLS;I I> Y.IIIII IDO YOU WANT TO EXECUTE THIS CHANGE (Y/N) > Y. I I I ICHG SETTING AGT GRP LINE TO SPECIAL MSG NOWI II I I IDO YOU WANT TO EXECUTE THIS CHANGE (Y/N) > Y.II I I IENTER END (E), REPEAT (R), OR TRANSACTION NUMBER (O-224) >iIIII II L---_------________----------------------------------------------------~ Manual Changes and8.14All data base changes should be made using the TTY and Recent Changethe English language recent change feature. Only if the recent Summarychange feature is not available should manual data base (Voice Configuration)changes be performed. Following are a list of functions and the Recent Change transactions required for each function. For cases where Recent Change cannot provide the entire function, data base tables which must be manually updated and a brief description of their contents are listed. If a feature or service is to be added, changed, or deleted, each associated function must be reviewed for updating requirements. The data base table layout and list of possible entries are given in the header of each table in the hard copy printout of the office-dependent data base. The manual data base changes are made by using the General Write (GW) or Bulk Input (BI) commands. M-324 81875210