The tables below show the final outcome once all of the labs have been completed. Note that COSs and Timers are not included in the summary, as well as what is added in the optional labs. Check with your instructor for which optional labs to skip and which numbering plan to use if this one is not appropriate for your classroom.
Note
In the labs and illustrations, substitute your lab number for N. The labs and illustrations assume Lab 1, an MCD controller with 20 voice mail ports and a VM Hunt Group number of 1600. The VM ports are numbered from N601 to N620. The last four ports will be used as RAD Greeting Ports.
RAD Greeting Ports Name
N617 RAD Port 1
N618 RAD Port 2
N619 RAD Port 3
N620 RAD Port 4
RAD Greeting Number Greeting
001 “Thank you for calling! Please hold for the first available agent.”
002 “Remember to ask our team members about this week’s special offers!
003 “Your call is important to us. Please stay on the line.”
004 “Please hold to retain your place in the queue.”
005 “Sorry to keep you waiting!”
006 “I’m sorry; our offices are closed at the moment. Our business hours are Monday to Friday, from 9 to 5.”
RAD Greeting Set RAD Greetings Times to Play
10 001 – 002 – 004 1
MCD Advanced Installation and Maintenance Course
RAD Hunt Group Members
N900 N617 – N618
Feature Name Code
ACD Silent Monitor *04
ACD Agent Login *05
ACD Agent Logout #11
Do Not Disturb *06
Do Not Disturb Cancel #20
Do Not Disturb Cancel Remote #21
Do Not Disturb Remote *07
Make Busy - Setup *02
Make Busy - Cancel *03
* converted from Traditional ACD Agents to Hot Desk ACD Agents Traditional ACD Agents
Agent ID Name
N101 Carol Smith - Supervisor N201 Sherry Jones
N202 Jeff Lewis N203 Brian Moore N204 John Baker N205* Carl Long N206* Liz Green
Hot Desk ACD Agents
Agent ID Name
N102 Debbie Jacobs - Supervisor N205* Carl Long
N206* Liz Green N207 Jim Taylor N208 Sue Blake N209
7-2 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc
Automatic Call Distribution (ACD)
ACD Agent Skill Group Report Number Name Members
N501 N51 English Group N101 – N201 – N202 – N203 – N209
Priority Overflow Agent
•
Telephone Directory form.•
Class of Service Options form.•
Station Attributes form.•
VM RAD Greetings form.•
VM Greetings form.•
Feature Access Codes form.•
ACD Agent IDs form.•
ICP/PBX Networking form.•
Cluster Elements form.•
User and Device Configuration form.•
ACD Agent Skill Group form.•
ACD Paths form.•
System Options form.7-3
MCD Advanced Installation and Maintenance Course
Lab 1 – Making Voice Mail Ports Available for RAD Greetings
Voice Mail ports must be freed up so they can be used as RAD Greeting ports. Do this by removing them from the Voice Mail hunt group.
Step Task Expected Result 9
1 In the Hunt Groups form, delete the last four
members from the Voice Mail Hunt Group. Four ports are now available to reassign as RAD Greeting ports.
2 In the Telephone Directory form, add and
assign names to the four RAD Greeting ports. The four RAD Greeting ports are named.
Lab 2 – Programming a Class of Service for RAD Greetings
In this lab, you will set up a Class of Service to assign to the RAD Greeting ports later in the module. Program the following COS settings.
Class of Service Option Setting Notes
Comment RAD Greetings
COV/ONS/E&M Voice Mail No
Hot Desk Login Accept No Cannot have this set to Yes when
RAD is set to Yes.
Recorded Announcement Device Yes Recorded Announcement Device -
Advanced Yes For Analog, DNIC, and IQ RADs,
set to No.
Answer Plus Delay to Message Timer Not used This timer is no longer used. It is now set in the ACD Path form as Recording x: Delay to Start Time.
Answer Plus Expected Off-hook Timer 20 Set to 5 seconds longer than the Answer Plus – Message Length Timer.
Answer Plus Message Length Timer 15 Set slightly longer than the longest RAD Greeting Set.
For Analog and DNIC RADs, set to the length of the RAD greeting.
Step Task Expected Result 9
1 In the Class of Service Options form, create a COS for the RAD Greeting ports with the options in the table.
2 In the Station Attributes form, assign the Class of Service to the RAD Greeting ports for Day, Night 1 and Night 2.
7-4 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc
Automatic Call Distribution (ACD)
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Lab 3 – Recording the RAD Greetings
RAD Greetings are recorded by accessing the Administrator’s mailbox and selecting option 8 from the main menu, then option 1.
Step Task Expected Result 9
1 Dial in to the Voicemail system and access the Administrator’s mailbox.
2 Choose option 8 and record the following RAD greetings. Speaking quickly will reduce lab times.
•
RAD Greeting 001 - “Thank you for calling!Please hold for the first available agent.”
•
RAD Greeting 002 - “Remember to ask our team members about this week’s special offers!”•
RAD Greeting 003 - “Your call is important to us.Please stay on the line.”
•
RAD Greeting 004 - “Please hold to retain your place in the queue.”•
RAD Greeting 005 - “Sorry to keep you waiting!”•
RAD Greeting 006 - “I’m sorry, our offices are closed at the moment. Our business hours are Monday to Friday, from 9 to 5.”Note
You can also upload professional greetings using System Audio File Update.
MCD Advanced Installation and Maintenance Course
Lab 4 – Assigning RAD Greetings to RAD Greeting Sets
In this lab, you will configure RAD Greeting Sets to use the messages you recorded earlier.
Step Task Expected Result 9
1 In the VM RAD Greetings form, assign the RAD Greetings to RAD Sets 10, 11 and 12 as follows.
•
Enter 1 in the Times to Play field.•
RAD Set 10 – RAD Greetings 1, 2, and 4•
RAD Set 11 – RAD Greetings 5, 4, 3, and 5•
RAD Set 12 – RAD Greeting 6The RAD Sets, or RAD Greeting Sets, are programmed.
Lab 5 – Assigning the RAD Greeting Sets to RAD Greeting Ports
You must now assign a RAD Greeting Set to a RAD Greeting Port using the VM Greetings form.
Step Task Expected Result 9
1 In the VM Greetings form, assign the following RAD Greeting Sets to the relevant Port ID.
•
Port 17 – RAD Set 10•
Port 18 – RAD Set 10•
Port 19 – RAD Set 11•
Port 20 – RAD Set 127-6 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc
Automatic Call Distribution (ACD)
Lab 6 – Testing the RAD Greetings
Test the RAD Greetings by dialing the RAD Port directly.
Step Task Expected Result 9
1 Dial each RAD Port and verify the correct message
is heard and that it is not cut off. If the RAD message is cut off, change the Answer Plus Message Length Timer in the RAD’s Class of Service to a value slightly longer than the longest RAD Greeting Set.
It may be necessary to change the Call Rerouting 1st Alternative for the RAD Ports.
2 If any RAD Port fails the test, go back and rectify the problem before continuing.
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MCD Advanced Installation and Maintenance Course
Lab 7 – Programming a RAD Hunt Group
In this lab, you will create a RAD Hunt Group with a Phase Timer for later use.
Step Task Expected Result 9
1 Add a new Hunt Group N900 and program as follows.
•
Hunt Group Mode – Terminal•
Class of Service – same as the RAD Greeting•
COS Hunt Group Type – RAD•
Phase Timer Ring – Phase Timer should be set to the total length of the RAD Greetings in Greeting Set 10 divided by 2.2 Add RAD Ports 1 and 2 to this Hunt Group. These ports should have the same Greeting Set applied to them. Test by dialing the Hunt group pilot number.
7-8 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc
Automatic Call Distribution (ACD)
Lab 8 – Verifying Feature Access Codes (Optional)
Step Task Expected Result 9
1 In the Feature Access Codes form, if not already done, program these commonly used feature access codes:
•
ACD Silent Monitor – *04•
ACD Agent Login – *05•
ACD Agent Logout – #11•
Do Not Disturb – *06•
Do Not Disturb Cancel – #20•
Do Not Disturb Cancel Remote – #21•
Do Not Disturb Remote – *07•
Make Busy - Setup – *02•
Make Busy - Cancel – *03Lab 9 – Creating Classes of Service
Step Task Expected Result 9
1 Create a Class of Service for the Agents and set options as in the table above.
2 Create a Class of Service for the Supervisors and set options as in the table above.
3 Modify the Class of Service for the Phones and set options as in the table above.
7-9
MCD Advanced Installation and Maintenance Course
Lab 10 – Programming Phones for ACD (Optional)
Note
A minimum of four phones are required.
Step Task Expected Result 9
1 Enable all of the multiline phones on your system for ACD.
What changes on the phone when this option is enabled?
2 Assign the COS to the phones.
3 Program the following keys on all ACD Sets:
•
Make Busy•
Do Not Disturb4 Program a key as a Superkey on all 5330 and 5340 phones. The Blue key on these sets is not a Superkey, it’s a setting key. So you must program one of the line keys as a Superkey.
7-10 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc
Automatic Call Distribution (ACD)
Lab 11 – Creating Traditional Agents (Optional)
Step Task Expected Result 9
1 In the ACD Agent IDs form:
For the supervisor:
•
Create an ACD Agent ID N101 for the Supervisor.•
Assign the Class of Service for Supervisors.•
Assign Class of Restriction 1.For the agents:
•
Create six ACD Agent IDs, N201 to N206, for the Agents.•
Assign the Class of Service for Agents.•
Assign Class of Restriction 1.2 In the Telephone Directory form, assign names to each ACD Agent ID as follows:
Carol Smith – N101 Sherry Jones – N201 Jeff Lewis – N202 Brian Moore – N203 John Baker – N204 Carl Long – N205 Liz Green – N206
7-11
MCD Advanced Installation and Maintenance Course
Lab 12 – Preparing the System for Hot Desk ACD Agents
These steps must be completed prior to adding Hot Desk ACD Agents.
Note
These steps may already have been completed. Verify settings, and then continue to the next lab.
Step Task Expected Result 9
1 IN the ICP/PBX Networking form:
•
Add a local PBX using the number assigned by the instructor.•
Select Change Member and enter the local controller’s IP address.The local PBX number is programmed and the controller is added as a member.
2 In the Cluster Elements form, select the Create Cluster button. Enter Lab L in the name field, where L is your lab number.
A Cluster is created.
3 In the Cluster Elements form, select Change Member and:
•
Enter your PBX number in the PBX Number/Cluster Element ID field.•
Enter 777L in the Cluster Element ID Digits field, where L is your lab number.•
Select the Yes radio button in the Local field.The member is programmed.
If a message is received about ARS digits not matching an ARS Digits Dialed record, select OK to continue.
7-12 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc
Automatic Call Distribution (ACD)
Lab 13 – Creating Hot Desk ACD Agents
Hot Desk Agents are not configured in the ACD Agent ID form. They are configured in the User and Device Configuration form.
Note
If you are configuring a resilient ACD system, configure the agents as resilient Hot Desk ACD Agents. Refer to ACD Resiliency in the Resiliency Guide for details.
Step Task Expected Result 9
1 In the User and Device Configuration form, add a Hot Desk User for a Supervisor with the
following:
In the Profile tab, enter:
•
Last Name – Jacobs•
First Name – Debbie•
Number – N102•
Department – as required•
Location – as required•
Select ACD AgentIn the Service Details tab, assign:
•
Class of Service for Supervisors•
Class of Restriction 1In the Access and Authentication tab, enter a PIN for the Hot Desk user.
2 Create two more Hot Desk ACD Agents:
•
Jim Taylor – N207•
Sue Blake – N208Assign them the Class of Service for Agents Caution
Although it is possible to configure both Traditional ACD Agents and Hot Desk ACD Agents on one system, if CIS for Real-time and Reporting is being used, the CIS Server only supports one type per system.
7-13
MCD Advanced Installation and Maintenance Course
Lab 14 – Converting Traditional ACD Agents to Hot Desk ACD Agents (Optional)
Converting Traditional ACD Agents to Hot Desk ACD Agents is quick and simple.
Open the User and Device Configuration form, select the ACD Agent ID number of the existing Traditional Agent, and select the Hot Desking User check box.
Step Task Expected Result 9
1 In the User and Device Configuration form, add a Hot Desk User.
2 Select the Profiles tab and under Service Profile:
•
Enter N205, the ACD Agent ID number of the existing Traditional Agent.•
Select ACD Agent3 Select the Service Details tab and assign:
•
Class of Service for Agents•
Class of Restriction 14 In the Access and Authentication tab, enter a PIN for the Hot Desk user.
5 Select Save.
6 When the information window regarding converting agent appears, select OK to continue.
7 Repeat for Agent ID N206.
8 Programming Line Appearance keys for Hotdesk ACD Agents in the User and Device
Configuration form. Select a 5330 or 5340 extension and copy the Superkey, Do Not Disturb, and Make Busy keys to N102, and N205 through N208.
7-14 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc
Automatic Call Distribution (ACD)
Lab 15 – Creating ACD Agent Skill Groups
Step Task Expected Results 9
1 In the ACD Agent Skill Group form, add a new ACD Agent Skill Group as follows:
•
Agent Skill Group ID Number – N501•
Agent Skill Group Reporting Number – N51•
Set Group Real Time Events to Yes. This is required by Contact Center Manager.Leave all other settings at default.
2 Add the following members, or Agent IDs, to the Agent Skill Group. Do not set a skill level yet.
Agent IDs – N101, N201, N202, and N203 3 Add two more new ACD Agent Skill Groups as
follows:
Agent Skill Group ID Number – N502 Agent Skill Group Reporting Number – N52 Agent IDs – N102, N204, N205, and N206
Agent Skill Group ID Number – N503 Agent Skill Group Reporting Number – N53 Agent IDs – N207 and N208
4 In the Telephone Directory form, assign names to each ACD Agent Skill Group as follows:
N501 – English Group N502 – Spanish Group N503 – Bilingual Group
7-15
MCD Advanced Installation and Maintenance Course
Lab 16 – Creating ACD Paths
Step Task Expected Result 9
1 In the ACD Paths form, add a new Path as follows:
•
Path Directory Number – N011•
Path Reporting Number – N512 Select Change Member and set the following parameters:
•
Primary Agent Skill Group ID – N501•
Recording 1 Delay to Start – 5 seconds•
Recording 1 Directory Number – N900This is the RAD Hunt Group that contains ports 17 and 18.
•
Recording 2 Delay to Start – 10 seconds•
Recording 2 Directory Number – N619•
Repeat Last Recording Enabled – Yes•
Last Recording Repeat Interval – 20 seconds•
Path Real Time Events – YesThis is required by Contact Center Manager.
Leave all other settings at default 3 Add another Path as follows:
•
Path Directory Number – N022•
Path Reporting Number – N524 Select Change Member and set the following parameters:
•
Primary Agent Skill Group ID – N502•
Recording 1 Delay to Start – 5 seconds•
Recording 1 Directory Number – N900•
Recording 2 Delay to Start – 10 seconds•
Recording 2 Directory Number – N619•
Repeat Last Recording – Yes•
Last Recording Repeat Interval – 20 seconds•
Path Real Time Events – Yes Leave all other settings at default5 In the Telephone Directory form, assign names to each Path as follows:
N011 – English Path N022 – Spanish Path
7-16 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc
Automatic Call Distribution (ACD)