Avaya Call Center 3.

0 and Call Management System Release 13

Change Description

07-300304 Issue 1.0 May 2005

 2005 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites and does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avayas standard warranty language, as well as information regarding support for this product, while under warranty, is available through the following Web site: http://www.avaya.com/support Preventing toll fraud "Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, anyone who is not a corporate employee, agent, subcontractor, or person working on your company's behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Web site: http://www.avaya.com/support Providing telecommunications security Telecommunications security (of voice, data, and video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicious access to or use of) your company's telecommunications equipment by some party. Your company's "telecommunications equipment" includes both this Avaya product and any other voice/data/video equipment that could be accessed via this Avaya product (that is, "networked equipment"). An "outside party" is anyone who is not a corporate employee, agent, subcontractor, or person working on your company's behalf. Whereas, a "malicious party" is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent. Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or asynchronous (character-, message-, or packet-based) equipment or interfaces for reasons of: Use (of capabilities special to the accessed equipment) Theft (such as, of intellectual property, financial assets, or toll-facility access) Eavesdropping (privacy invasions to humans) Mischief (troubling, but apparently innocuous, tampering) Harm (such as harmful tampering, data loss or alteration, regardless of motive or intent) Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your company (including, but not limited to, human and data privacy, intellectual property, material assets, financial resources, labor costs, and legal costs).

Your responsibility for your company's telecommunications security The final responsibility for securing both this system and its networked equipment rests with you, an Avaya customer's system administrator, your telecommunications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources, including, but not limited to: Installation documents System administration documents Security documents Hardware-/software-based security tools Shared information between you and your peers Telecommunications security experts To prevent intrusions to your telecommunications equipment, you and your peers should carefully program and configure: Your Avaya-provided telecommunications systems and their interfaces Your Avaya-provided software applications, as well as their underlying hardware/software platforms and interfaces Any other equipment networked to your Avaya products. Trademarks Avaya is a trademark of Avaya Inc. All non-Avaya trademarks are the property of their respective owners. Document ordering information: Avaya Publications Center Voice: +1-207-866-6701 1-800-457-1764 (Toll-free, U.S. and Canada only) Fax: Write: +1-207-626-7269 1-800-457-1764 (Toll-free, U.S. and Canada only)

Globalware Solutions 200 Ward Hill Avenue Haverhill, MA 01835 USA Attention: Avaya Account Manager Web: http://www.avaya.com/support E-mail: totalware@gwsmail.com Order: Document No. 07-300304, Issue 1.0 May 2005 For the most current versions of documentation, go to the Avaya support Web site: http://www.avaya.com/support COMPAS This document is also available from the COMPAS database. The COMPAS ID for this document is 105904. Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site: http://www.avaya.com/support

Call Center 3.0 and CMS R13 Change Description

Contents
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 7 7 8 8 8 9 9 10 10 10 11 11 12 12 12 12 13 13 14 15 16 16 16 17 18 18 19 20 20 20 20 21 22 22 22
Purpose of this document . . . . . . . . . . . . . . . . . . Intended users of this document. . . . . . . . . . . . . . . Customer Interaction Suite solutions. . . . . . . . . . . . . Product name changes . . . . . . . . . . . . . . . . . . . Safety labels . . . . . . . . . . . . . . . . . . . . . . . . Reasons for reissuing this document . . . . . . . . . . . . Availability . . . . . . . . . . . . . . . . . . . . . . . . . Related documentation . . . . . . . . . . . . . . . . . . . Call Center documents . . . . . . . . . . . . . . . . . . Other change descriptions . . . . . . . . . . . . . . . . . CMS software documents . . . . . . . . . . . . . . . . . CMS administration documents . . . . . . . . . . . . . . CMS hardware documents . . . . . . . . . . . . . . . . Avaya CMS upgrade documents . . . . . . . . . . . . . . Base load upgrades . . . . . . . . . . . . . . . . . . Platform upgrades and data migration . . . . . . . . . . Avaya Call Management System Upgrade Express (CUE) Documentation Web sites . . . . . . . . . . . . . . . . .

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Chapter 1: CMS supported hardware and software . . . . . . . . . . . . . . . . . . .

CMS hardware . . . . . . . . . . Supported hardware platforms . . Nonsupported hardware platforms Serial connectivity . . . . . . . .

. . . . Supported software . . . . . . . . . Supported CMS software . . . . . LAN backup software . . . . . . .

. . . . . . . Supervisor and Network Reporting software . Service packs and patches . . . . . . . . Supported software platforms . . . . . . . Nonsupported software platforms . . . . . Third-party royalty-free license agreements .

. . . . . . . . . . . . Communication server hardware and software . Supported communications servers . . . . . Supported connections to the switch . . . . .

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Chapter 2: Avaya Call Center 3.0 and CMS R13 enhancements . . . . . . . . . . . .

Avaya CMS R13 Expanded AUX . . . . . . . . . . . . . Description . . . . . . . . . . . . . . . . . . . . . . . Reason to use . . . . . . . . . . . . . . . . . . . . . Additional prerequisites . . . . . . . . . . . . . . . . . Converting your CMS to Avaya CMS R13 Expanded AUX . Platform support . . . . . . . . . . . . . . . . . . . . Determining your CMS load . . . . . . . . . . . . . . . How to administer . . . . . . . . . . . . . . . . . . . .

23 24 24 24 25 25 25 25 26 27 27 27 28 28 29 29 29 30 30 30 31 31 31 32 32 32 33 33 34 34 34 35 35 35 36 36 36 37 37 38 39 41 42 42 42

. . . . . ACD options by agent . . . . . Description . . . . . . . . . . Reason to use . . . . . . . .

3000 logged-in agents per skill Description . . . . . . . . . Reason to use . . . . . . . Additional prerequisites . . . How to administer . . . . . .

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GNINAUX10 through GNINAUX99 (real time) I_AUXTIME10 through I_AUXTIME99 . . . . INAUX10 through INAUX99 (real-time) . . . . TI_AUXTIME10 through TI_AUXTIME99 . . . TIN_AUXTIME10 through TIN_AUXTIME99 . Forced Agent Logout from ACW mode Description . . . . . . . . . . . . . Reason to use . . . . . . . . . . . Additional prerequisites . . . . . . . How to administer . . . . . . . . . .

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Locally-sourced music and announcements Definitions . . . . . . . . . . . . . . . Description . . . . . . . . . . . . . . . Reason to use . . . . . . . . . . . . . Additional prerequisites . . . . . . . . . How to administer . . . . . . . . . . . .

. . . . . Russian language support . . . . SSH enhancements . . . . . . .

Location Preference Distribution Description . . . . . . . . . . Reasons to use . . . . . . . . Additional prerequisites . . . . How to administer . . . . . . .

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Chapter 3: Call Center 3.0 and CMS R13 vector enhancements . . . . . . . . . . . .

Ani, stepcnt, and vdntime variable types . . . . . . . . . . . . . . . . . . . . . . . . . ani . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Reason to use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

4 Avaya Call Center 3.0 and CMS R13 Change Description

Contents

. . . . Enhanced ASAI switch-classified call algorithm . Description . . . . . . . . . . . . . . . . . . Reason to use . . . . . . . . . . . . . . . .

stepcnt . . . . . Reason to use vdntime . . . . . Reason to use

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Gateway, port network, and server vector conditionals Reason to use . . . . . . . . . . . . . . . . . . Additional prerequisites . . . . . . . . . . . . . . Increased Holiday Vectoring capacity . . . . . . . . Reason to use . . . . . . . . . . . . . . . . . . Additional prerequisites . . . . . . . . . . . . . . Return vector command . . . . . . . . . . . . . . Reason to use . . . . . . . . . . . . . . . . . . Set vector command . . Types of variables . . . Operations allowed . . Reason to use . . . . Additional prerequisites

. . . . . VDN variables . . . . . . Reason to use . . . . . VDN Time-Zone Offset . . Reason to use . . . . . Additional prerequisites . Vector subroutines . . . . Reason to use . . . . . Additional prerequisites . Support for vector enhancements in R13 .

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What was supported and not supported in CMS R12 What is supported in CMS R13 . . . . . . . . . . What is not supported in CMS R13 . . . . . . . . . Administration for more than 999 vectors . . . . . .

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42 43 43 43 44 44 44 45 45 45 46 46 46 47 47 48 48 48 48 49 50 50 51 51 51 52 52 52 53 53 53 54 54 55 55 56 57

Chapter 4: Avaya CMS R13 CUE changes . . . . . . . . . . . . . . . . . . . . . . . .

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Supported CMS loads for CUE upgrades . . . . . . . . . . . . . . . . . . . . . . . .

Index

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6 Avaya Call Center 3.0 and CMS R13 Change Description

Preface
This section includes the following topics:

Purpose of this document on page 7 Intended users of this document on page 7 Customer Interaction Suite solutions on page 8 Product name changes on page 8 Safety labels on page 8 Reasons for reissuing this document on page 9 Availability on page 9 Related documentation on page 10

Purpose of this document

The purpose of this document is to describe the new or changed features in Avaya Call Management System (CMS) Release 13 and Avaya Call Center 3.0.

Intended users of this document

This document is written for existing call center customers who are upgrading to an Avaya CMS Release 13 or to Avaya Call Center 3.0.

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Customer Interaction Suite solutions

This document provides the new features and enhancements for the following Avaya Customer Interaction Suite solutions. Solution Contact Management solution Operational Effectiveness solution Product Call Center 3.0 CMS R13 and CMS Supervisor R13

Product name changes

There are no product name changes for CMS R13 or Avaya Call Center 3.0.

Safety labels
If you see any of the following safety labels in this document, take careful note of the information presented.

! CAUTION:
CAUTION:

Caution statements call attention to situations that can result in harm to software, loss of data, or an interruption in service.

!
WARNING:

WARNING: Warning statements call attention to situations that can result in harm to hardware or equipment. DANGER: Danger statements call attention to situations that can result in harm to personnel. SECURITY ALERT: Security alert statements call attention to situations that can increase the potential for unauthorized use of a telecommunications system.

!
DANGER:

!
SECURITY ALERT:

8 Avaya Call Center 3.0 and CMS R13 Change Description

Reasons for reissuing this document

Reasons for reissuing this document

This is the first issue of this document.

Availability
Copies of this document are available from one or both of the following sources: Note: Although there is no charge to download documents through the Avaya Web site, documents ordered from the Avaya Publications Center must be purchased. The Avaya online support Web site, http://www.avayadocs.com The Avaya Publications Center, which you can contact by: Voice: +1-207-866-6701 +1-800-457-1764 (Toll-free, U.S. and Canada only) Fax: +1-207-626-7269 +1-800-457-1764 (Toll-free, U.S. and Canada only) Mail: GlobalWare Solutions 200 Ward Hill Avenue Haverhill, MA 01835 USA Attention: Avaya Account Manager E-mail: totalware@gwsmail.com

Note:

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Related documentation
You might find the following Avaya CMS and Call Center documentation useful. This section includes the following topics:

Call Center documents on page 10 Other change descriptions on page 10 CMS software documents on page 11 CMS administration documents on page 11 CMS hardware documents on page 12 Avaya CMS upgrade documents on page 12 Documentation Web sites on page 13

Call Center documents

For more information about Avaya Call Center, see:

Avaya Communication Manager Call Center Software Basic Call Management System (BCMS) Operations, 07-300061 Avaya Call Management System Switch Connections, Administration, and Troubleshooting, 585-215-876 Avaya Communication Manager Call Center Software Call Vectoring and Expert Agent Selection (EAS) Guide, 07-300303 Avaya Communication Manager Call Center Software Automatic Call Distribution (ACD) Guide, 07-300301 Avaya Business Advocate User Guide, 07-300336

Other change descriptions

If you are upgrading from a release that is earlier than CMS Release 12 or Call Center 2.1, you should obtain all of the appropriate change descriptions between your release and this one. You can obtain these documents at http://www.avayadocs.com.

10 Avaya Call Center 3.0 and CMS R13 Change Description

Related documentation

CMS software documents

For more information about Avaya CMS software, see:

Avaya Call Management System Release 13 Software Installation, Maintenance, and Troubleshooting Guide, 07-300340 Avaya CMS Open Database Connectivity Version 4.2, 585-780-701 Avaya Call Management System Release 13 LAN Backup User Guide, 07-300338 Avaya Call Management System Release 13 External Call History Interface, 07-300332 Avaya CMS Custom Reports, 585-215-822 Avaya CMS Forecast User Guide, 585-215-825 Avaya Visual Vectors Installation and Getting Started, 07-300353 Avaya Visual Vectors User Guide, 07-300354 Avaya Call Management System (CMS) Supervisor Release 13 Report Designer, 07-300335

CMS administration documents

For more information about Avaya CMS administration, see:

Avaya Call Management System Release 13 Administration, 07-300331 Avaya Call Management System (CMS) Release 13 Database Items and Calculations, 07-300330 Avaya Call Management System Supervisor Release 13 Reports, 07-300334 Avaya Call Management System (CMS) Supervisor Release 13 Installation and Getting Started, 07-300333 Avaya Call Management System High Availability User Guide, 07-300066 Avaya Call Management System High Availability Connectivity, Upgrade and Administration, 07-300065

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CMS hardware documents

For more information about Avaya CMS hardware, see:

Avaya Call Management System Sun Fire V880/V890 Computer Hardware Installation, Maintenance, and Troubleshooting, 585-215-116 Avaya Call Management System Sun Blade 100/150 Workstation Hardware Installation, Maintenance, and Troubleshooting, 585-310-783 Avaya Call Management System Terminals, Printers, and Modems, 585-215-874

Avaya CMS upgrade documents

There are several upgrade paths supported with Avaya CMS. There is a document designed to support each upgrade. This section includes the following topics:

Base load upgrades on page 12 Platform upgrades and data migration on page 12 Avaya Call Management System Upgrade Express (CUE) on page 13

Base load upgrades

Use a base load upgrade when upgrading CMS to the latest load of the same version (for example, r13ak.g to r13al.k). A specific set of instructions is written for the upgrade. The instructions are shipped to the customer site with the CMS software CD-ROM as part of a Product Correction Notice (PCN). For more information about base load upgrades, see:

Avaya Call Management System Release 13 Base Load Upgrade

Platform upgrades and data migration

Use a platform upgrade when upgrading to a new hardware platform (for example, upgrading from a SPARCserver 5 to a Sun Blade 150). The new hardware platform is shipped from the Avaya factory with the latest CMS load. Therefore, as part of the upgrade you will have the latest CMS load (for example, R3V9 to R13). For more information about platform upgrades and data migration, see:

Avaya Call Management System Release 13 Platform Upgrade and Data Migration, 07-300339

12 Avaya Call Center 3.0 and CMS R13 Change Description

Related documentation

Avaya Call Management System Upgrade Express (CUE)

Use CUE when CMS is being upgraded from an earlier version (for example, R3V9) to the latest version (for example, R13). A specific set of upgrade instructions is written for the upgrade. These instructions are included on the CUE software CD-ROM that is shipped to the customer site with the CUE kit. For information about customer requirements for CUE upgrades, see:

Avaya Call Management System Release 13 CMS Upgrade Express (CUE) Customer Requirements, 700356744 Avaya Call Management System Release 13 Sun Blade 100/150 Workstation Mirrored and Nonmirrored Systems CMS Upgrade Express (CUE), 07-300481 Avaya Call Management System Release 13 Sun Fire V880/V890 Computer CMS Upgrade Express (CUE), 07-300344

For information about CUE upgrade procedures, see:

Documentation Web sites

For Avaya product documentation, go to http://www.avayadocs.com. Additional information about new software or hardware updates will be contained in future issues of this book. New issues of this book will be placed on the Web site when available. Use the following Web sites to view related support documentation:

Information about Avaya products and service http://www.avaya.com Sun hardware documentation http://docs.sun.com Informix documentation http://www.informix.com Tivoli Storage Manager documentation http://www.tivoli.com

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Support
Contacting Avaya technical support
Avaya provides support telephone numbers for you to report problems or ask questions about your product. For United States support: 1- 800- 242-2121 For international support: See the 1-800 Support Directory listings on the Avaya Web site.

Escalating a technical support issue

Avaya Global Services Escalation Management provides the means to escalate urgent service issues. For more information, see the Escalation Management listings on the Avaya Web site.

14 Avaya Call Center 3.0 and CMS R13 Change Description

Chapter 1: CMS supported hardware and software

This section describes the supported hardware and software for Avaya Call Management System (CMS) Release 13. This section includes the following topics:

CMS hardware on page 16 Supported software on page 18 Supervisor and Network Reporting software on page 20 Communication server hardware and software on page 22

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CMS supported hardware and software

CMS hardware
This section includes the following topics:

Supported hardware platforms on page 16 Nonsupported hardware platforms on page 16 Serial connectivity on page 17

Supported hardware platforms

The following hardware platforms are supported for Avaya CMS R13:

Sun Fire V890 - operates on 220 V, uses dual 1.3 GHz UltraSparc IV CPUs Sun Fire V880 Sun Blade 150 Sun Blade 100

Nonsupported hardware platforms

CMS R13 does not support the following platforms:

Sun Enterprise 3500 Sun Enterprise 3000 Sun Ultra 5

If you have one of these platforms, you must upgrade to either a Sun Fire V880, Sun Fire V890, Sun Blade 100, or Sun Blade 150.

See also:
To upgrade to a new platform and migrate your CMS data, see the procedures in Avaya CMS Platform Upgrade and Data Migration.

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CMS hardware

Serial connectivity
For general release, Avaya CMS R13 does not support serial connections using a Network Terminal Server (NTS). Customers that previously used an NTS for serial connections must convert to network connections. Note: In certain permissive-use cases, existing customers can continue to use an NTS for serial connectivity. Contact Avaya support for information about using an NTS with CMS R13.

Note:

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CMS supported hardware and software

Supported software
This section includes the following topics:

Supported CMS software on page 18 LAN backup software on page 19

Supported CMS software

Avaya CMS R13 supports the following software:

Solaris 9 Software Supplement for the Solaris 9 Operating Environment, which contains: - Sun Online Validation Test Suite (VTS) - Sun Remote System Control (RSC) software (optional) - Sun Fire backplane firmware upgrade package (required for Sun Fire platforms) CMS Hardware Drivers CD-ROM (optional) Informix SQL (optional) Informix IDS Informix Client SDK Informix Intl Language Supplement (ILS) Avaya CMS R13 CD-ROM, also contains: - Sun Solaris patches - CMS patches (if necessary) - Avaya security script OPENLINK Open Database Connectivity version 4.2 (optional) Avaya Visual Vectors Server Software CD-ROM (optional)

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Supported software

LAN backup software

Note:

Note: LAN backup software is optional.

Tivoli Storage Manager (TSM) Version 5.2.0 is supported with Avaya CMS R13.

See also:
For more information about the TSM installation, see the Avaya CMS LAN Backup User Guide.

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CMS supported hardware and software

Supervisor and Network Reporting software

This section includes the following topics:

Service packs and patches on page 20 Supported software platforms on page 20 Nonsupported software platforms on page 20 Third-party royalty-free license agreements on page 21

Service packs and patches

To ensure compatibility and security, you must install the latest service packs and security patches for your supported Microsoft operating system prior to installing Avaya CMS R13 Supervisor and Network Reporting.

Supported software platforms

The following platforms are supported for Supervisor and Network Reporting:

Windows 2000 Windows XP Professional Windows 98

Nonsupported software platforms

Windows XP Tablet PC Edition, Windows 95, Windows NT, and Windows ME are not supported.

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Supervisor and Network Reporting software

Third-party royalty-free license agreements

Portions of CMS Supervisor include technology used under license. The technology is a copyright of the respective company and/or its licensors, as listed below. A). PuTTY copyright 1997-2004 Simon Tatham. Portions copyright Robert de Bath, Joris van Rantwijk, Delian Delchev, Andreas Schultz, Jeroen Massar, Wez Furlong, Nicolas Barry, Justin Bradford, Ben Harris, Malcolm Smith, and CORE SDI S.A.

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CMS supported hardware and software

Communication server hardware and software

This section includes the following topics:

Supported communications servers on page 22 Supported connections to the switch on page 22

Supported communications servers

The following communication server releases are supported for Avaya CMS R13:

Definity R8, R9, and R10 Avaya Communication Manager R1 (1.x) (may display as Avaya MultiVantage R1 on some screens) Avaya Communication Manager R2 (2.x) Avaya Communication Manager R3 (3.0)

Supported connections to the switch

Avaya CMS R13 only supports TCP/IP connections to the switch. X.25 connections are not supported.

22 Avaya Call Center 3.0 and CMS R13 Change Description

Chapter 2: Avaya Call Center 3.0 and CMS R13 enhancements

This section includes the following topics:

Avaya CMS R13 Expanded AUX on page 24 3000 logged-in agents per skill on page 27 ACD options by agent on page 29 Database items and table additions on page 30 Forced Agent Logout from ACW mode on page 32 Locally-sourced music and announcements on page 34 Location Preference Distribution on page 36 Russian language support on page 38 SSH enhancements on page 39

Prerequisites
The feature enhancements described in this section are available only when the following conditions are true:

Expert Agent Selection (EAS) is enabled and active on Call Center and CMS. The Call Center release is 3.0.

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Avaya Call Center 3.0 and CMS R13 enhancements

Avaya CMS R13 Expanded AUX

This enhancement affects both Call Center and CMS. This section includes the following topics:

Description on page 24 Reason to use on page 24 Additional prerequisites on page 25 Converting your CMS to Avaya CMS R13 Expanded AUX on page 25 Platform support on page 25 Determining your CMS load on page 25 How to administer on page 26

Description
Avaya has a new product called Avaya CMS R13 Expanded AUX. This product has 100 auxiliary (AUX) work time reason codes (0-99). Previous Avaya products had a limit of 10 codes (0-9). On the communication server, the number of characters allowed for AUX reason codes has increased from a maximum of 10 characters to a maximum of 16 characters. The Avaya CMS R13 Expanded AUX product is compatible with the R13 Supervisor and Network Reporting clients. Note: The Avaya CMS R13 Expanded AUX product is currently not supported in ASAI applications but planned for a future release.

Note:

Related topic
The Avaya CMS R13 Expanded AUX product affects database items. For more information, see Database items and table additions on page 30.

Reason to use
The Avaya CMS R13 Expanded AUX product provides customers with large call centers more flexibility for tracking agent activities. For example, customers may need more AUX reason codes when training new agents.

24 Avaya Call Center 3.0 and CMS R13 Change Description

Avaya CMS R13 Expanded AUX

Additional prerequisites
In addition to the Prerequisites on page 23, the Reason Codes feature must be active on Communication Manager.

Converting your CMS to Avaya CMS R13 Expanded AUX

Avaya Call Management System is available in two separate product lines. You can choose to purchase either Avaya CMS R13 or Avaya CMS R13 Expanded AUX. Conversions from Avaya CMS R13 to Avaya CMS R13 Expanded AUX are not allowed at this time. You can choose to convert CMS R12 or earlier systems to the Avaya CMS R13 Expanded AUX product. The conversion would be performed through either an Avaya Call Management System Upgrade Express (CUE) upgrade or a platform upgrade. You must contact the Avaya Technical Services Organization at 1-800-242-2121, or consult with your product distributor or account team to schedule the conversion.

!
Important:

Important: After a system has been upgraded to Avaya CMS R13 Expanded AUX, you will not be able to return to the standard Avaya CMS R13 product.

Platform support
Avaya CMS R13 Expanded AUX is not supported on the Sun Blade 100 platform.

Determining your CMS load

To determine what load of Avaya CMS is installed on your system: 1. Enter the following command from a command prompt on the CMS system: pkginfo -x cms The system displays the Avaya CMS version. If the CMS system has the Avaya CMS R13 Expanded AUX product installed, the load name contains the letters aux. For example, an Avaya CMS R13 Expanded AUX product load would be r13auxaa.b.

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How to administer
On the communication server, enable Avaya CMS R13 Expanded AUX reason codes by setting the Two-Digit Aux Work Reason Codes? field to y on page 13 of the Feature-Related System Parameters form.

26 Avaya Call Center 3.0 and CMS R13 Change Description

3000 logged-in agents per skill

3000 logged-in agents per skill

This enhancement affects only Call Center 3.0. This section includes the following topics:

Description on page 27 Reason to use on page 27 Additional prerequisites on page 28 How to administer on page 28

Related topics
For more information, see any of the following topics:

For capacity tables, see System Capacities Table for Avaya Communication Manager on Avaya Media Servers For detailed information about this feature, see the Avaya Communication Manager Call Center Software - Automatic Call Distribution (ACD) Guide

Description
For S8700, S8710, and S8500 Avaya Media Server families, the capacity for agents logged into the same skill has increased from a maximum of 1500 agents to a maximum of 3000 agents. Note: Capacities for the other platforms remain at their previous levels.

Note:

Reason to use
This feature is valuable to customers with large call centers who want to assign a large number of agents to one skill. For example, the call center can assign up to 3000 agents for general coverage or backup so that a caller does not have to wait in queue for an agent with a specific skill.

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Additional prerequisites
In addition to the Prerequisites on page 23, this capacity increase is available only when the following conditions are true:

The communications server family platform is: - S8700 - S8710 - S8500 with Enterprise Survivable Server (ESS) mode The customer has ucd-mia or ead-mia hunt group types. The ucd-mia or ead-mia hunt group types have 1501 to 3000 members or agents active. The platform agent-skill pair limit has not been reached. The CMS-defined agent-skill pair limit has not been reached.

How to administer
No additional administration is required.

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ACD options by agent

ACD options by agent

This enhancement affects only Call Center 3.0. This section includes the following topics:

Description on page 29 Reason to use on page 29

Description
You can now set the following ACD options for individual agents:

MIA Across Skills ACW Agent Considered Idle AUX Work Reason Code Type Logout Reason Code Type

In previous releases, you could set these options only system-wide.

Reason to use
Customers accustomed to setting ACD options on a system-wide basis can now optionally set these options for each agent. This provides more granular call handling.

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Database items and table additions

The database items in this section support the Avaya CMS R13 Expanded AUX product. This section includes the following topics:

GNINAUX10 through GNINAUX99 (real time) on page 30 I_AUXTIME10 through I_AUXTIME99 on page 30 INAUX10 through INAUX99 (real-time) on page 31 TI_AUXTIME10 through TI_AUXTIME99 on page 31 TIN_AUXTIME10 through TIN_AUXTIME99 on page 31

Related topic
For more information about database items, see Avaya CMS Database Items and Calculations.

GNINAUX10 through GNINAUX99 (real time)

The GNINAUX10 through GNINAUX99 items:

Appear in the split/skill tables Are the number of greatest-need agents who are currently in AUX with the reason codes 10 through 99 for all splits/skills, including greatest need agents on AUXIN or AUXOUT calls. Are a status item.

I_AUXTIME10 through I_AUXTIME99

The I_AUXTIME10 through I_AUXTIME99 items:

Appear in the split/skill tables. Are the length of time during the collection interval that agents were in AUX for each reason code 10 through 99 in this skill. This includes time on extension calls from each AUX state. Are a status item.

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Database items and table additions

INAUX10 through INAUX99 (real-time)

The INAUX10 through INAUX99 items:

Appear in the split/skill tables. Are the number of agents that are currently in AUX with the reason codes 10 through 99 for all splits/skills including agents on AUXIN or AUXOUT calls. Are a status item.

TI_AUXTIME10 through TI_AUXTIME99

The TI_AUXTIME10 through TI_AUXTIME99 items:

Appear in the agent tables. Are the length of time that the agent spends in AUX with reason codes of 10 through 99. "TI_" time is stored for the split/skill in which the agent has been logged in the longest. "TI_" needs to be summed across the splits/skills that the agent may log into in case the logon order changes during the collection interval. Are a cumulative item.

TIN_AUXTIME10 through TIN_AUXTIME99

The TIN_AUXTIME10 through TIN_AUXTIME99 items:

Appear in the split/skill tables. Are the number of top agents logged into the skill who are in AUX work for each of the reason codes 10-99. This includes agents on AUXIN/AUXOUT calls from AUX with the appropriate reason code. Available on a communication server with the EAS feature for top skills. Are a status item.

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Forced Agent Logout from ACW mode

This feature affects only Call Center 3.0. This section includes the following topics:

Description on page 32 Reason to use on page 32 Additional prerequisites on page 33 How to administer on page 33

Related topics
For more information about this feature, see the Avaya Communication Manager Call Center Software - Automatic Call Distribution (ACD) Guide.

Description
The Forced Agent Logout from After Call Work (ACW) feature automatically logs out an Expert Agent Selection (EAS) agent who spends too much time in ACW mode. The timeout period is specified on a per system basis and on a per agent basis. The timeout is reported with a customer-assignable reason code set on a system basis. The per agent timeout setting takes precedence over the per system setting. For Auto-In agents, the Timed ACW feature takes precedence over the Forced Agent Logout from ACW feature.

Reason to use
This feature is typically used when customers want to:

Require that agents not remain in ACW longer than a set time limit in order to monitor agents who exceed the time limit Logout agents who inadvertently walk away from their position without logging out

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Forced Agent Logout from ACW mode

Additional prerequisites
In addition to the Prerequisites on page 23, if customers want a reason code associated with Forced Agent Logout from ACW, the Reason Codes feature must be active on Communication Manager.

How to administer
The following forms are used to administer Forced Agent Logout from ACW mode. Feature-Related System Parameters form - Use page 13 of this form to set the maximum time the agent can be in ACW on a per system basis and to set the reason code that explains why the system logged out the agent. Agent Login ID form - Use this form to set the maximum time the agent can be in ACW on a per agent basis.

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Locally-sourced music and announcements

This feature affects Communication Manager software and Voice Announcements Manager software.

Related topic
For detailed information about this feature, see any of the following documents:

Avaya Communication Manager Call Center Software - Automatic Call Distribution (ACD) Guide Administrator Guide for Avaya Communication Manager Feature Description and Implementation for Avaya Communication Manager

Definitions
Term VAL announcement source vVAL announcement source announcement file Definition A Voice Announcement with a TN2501AP board. A vVAL source integrated in a Media Gateway (G700, G250, G350, and so on). The vVAL source is referred to as a virtual VAL source or an embedded VAL source. The recorded announcement file that is played for the specific announcement extension assigned to the audio group. The announcement file is file-transferred (FTPed) with the same filename into each of the sources listed for the audio group. An example of an announcement file is vVAL source 025V9.

Description
This feature can route calls to local sources for announcements and music when a local source is available. Call centers can use any or all of their VAL or vVAL sources in the gateways as sources for the same announcement. The VAL or vVAL sources that contain a particular announcement file are assigned to an audio group - for example, G1. The audio group is then assigned to the announcement or audio extension port location as a group-sourced location instead of as a single-sourced location. When the announcement or audio is played to a caller, one of the sources assigned to the group - for example, 025V9 - that is more local to the incoming call trunk facility is selected to play the

34 Avaya Call Center 3.0 and CMS R13 Change Description

Locally-sourced music and announcements

announcement file. Customers can also assign the group-sourced announcement extensions for system music sources. In addition, customers can use this feature to create analog Music-On-Hold (MOH) group sources that consist of analog or AUX trunk port sources. These analog or AUX trunk port sources are used in a similar manner for system music and MOH source locations instead of single-sourced locations.

Reason to use
This feature is typically used when customers want to:

Improve audio quality of the announcement or music Reduce overall network bandwidth usage Reduce usage of VoIP and other resources Provide backup for announcements and music in case of source failure if the primary announcement source is not available

Additional prerequisites
VAL and/or vVAL sources must be equipped and active.

How to administer
In addition to the existing announcement and music-on-hold administration the following additional forms are used: 1. Enter the following command: add audio-group 2. Enter the assigned audio group - for example, G1 - in the port location field of the change announcements form. 3. Enter the following command: add moh-analog-group 4. Enter the MOH group number - for example, group 1 - or the audio-group extension in the Music/Tone On Hold field in the change system-parameters features form or the change music sources form.

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Location Preference Distribution

This feature affects only Call Center 3.0. This section includes the following topics:

Description on page 36 Reasons to use on page 36 Additional prerequisites on page 37 How to administer on page 37

Related topic
For detailed information about this feature, see the Avaya Communication Manager Call Center Software - Automatic Call Distribution (ACD) Guide.

Description
Location Preference Distribution tries to route incoming Automatic Call Distribution (ACD) calls to agents located at the same location as the incoming trunk on which the call originated whenever possible. If an incoming caller cannot be matched with an agent in the same location, calls are routed to agents at different locations. In this case, the routing is determined by administered distribution algorithms without regard to location. When there is more than one choice for call delivery, Local Preference Distribution matches the trunk and the agent location numbers. The Multiple Locations feature defines the location number. Delivery preference is given to the agent whose location number matches the incoming trunk location number. Location Preference Distribution takes precedence over most other caller-agent selection features except for direct agent and reserve agent calls.

Reasons to use
Customers can use this feature to:

Lower customer networking costs by reducing the amount of intra-switch network traffic Improve audio quality

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Location Preference Distribution

Additional prerequisites
In addition to the Prerequisites on page 23, administrators can set Location Preference Distribution only if the multiple locations feature is enabled.

How to administer
The following forms are used to administer Location Preference Distribution: Hunt Group form - This form sets up an algorithm designed for agent-surplus conditions. An agent-surplus condition is when available agents are waiting for incoming ACD calls. Agent Login ID form - This form sets up an algorithm designed for call-surplus conditions. A call-surplus condition is when there are ACD calls waiting in queue for an available agent.

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Russian language support

This enhancement affects only CMS. Russian is now supported in the Supervisor user interface and in the CMS and Supervisor documentation.

38 Avaya Call Center 3.0 and CMS R13 Change Description

SSH enhancements

SSH enhancements
Secure SHell (SSH) is a protocol that encrypts the packets sent between a client workstation and a host server, making the transmission of login information and other sensitive data more secure. This is helpful if you must use Avaya CMS Supervisor to connect to an Avaya CMS server over a public or unsecure network. In order to provide more security for CMS Supervisor, a user can connect to CMS using the SSH protocol instead of using telnet. Note: Avaya Network Reporting does not support SSH connectivity.

Note:

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40 Avaya Call Center 3.0 and CMS R13 Change Description

Chapter 3: Call Center 3.0 and CMS R13 vector enhancements

This section includes the following topics:

Ani, stepcnt, and vdntime variable types on page 42 Enhanced ASAI switch-classified call algorithm on page 44 Gateway, port network, and server vector conditionals on page 45 Increased Holiday Vectoring capacity on page 46 Return vector command on page 47 Set vector command on page 48 VDN Time-Zone Offset on page 51 VDN variables on page 50 VDN Time-Zone Offset on page 51 Vector subroutines on page 52 Support for vector enhancements in R13 on page 53

Prerequisites
All of the following enhancements require the following conditions:

The customer has the Elite Call Center package. The Call Center release is 3.0.

Related topic
For more information about any of these vector enhancements, see the Avaya Communication Manager Call Center Software - Call Vectoring and EAS Guide.

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Ani, stepcnt, and vdntime variable types

The following variable types are new for Release 3.0:

ani on page 42 stepcnt on page 42 vdntime on page 43

ani
This variable provides a way to store an incoming telephone number. Administrators can:

Assign a variable between A-Z. Assign up to 16-digits or a selected portion of the currently-stored caller number for the call. The portion assigned to the variable is specified by a start-digit position and the maximum length of the digits used for assigning the variable. Use this variable type anywhere other vector variables or VDN variables are used. Use this variable type as a threshold, conditional, or destination/data number, where supported.

Reason to use
When customers know who called, they can reroute the call based on the callers area code, prefix, or suffix.

stepcnt
The step count (stepcnt) variable tracks the number of vector steps. Before the number of vector steps reaches its maximum number, the call can be rerouted instead of dropped. The stepcnt variable can also be used as a loop-control variable. Administrators can:

Assign a variable between A-Z. Assign the number of vector steps including the current step. Use this variable type anywhere other vector variables or VDN variables are used.

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Ani, stepcnt, and vdntime variable types

Use this variable type as a threshold, conditional, or destination/data number, where supported.

Reason to use
By monitoring the number of vector steps, customers can:

Reroute calls before the calls have reached the maximum limit for their system and prevent calls from getting dropped. Reroute calls after an action has reached a pre-determined limit. For example, calls can be rerouted after an announcement or music has finished playing a certain number of times.

vdntime
The vdntime variable tests the time a call has been processed by the call center including any prior time spent in a remote Communication Manager system. Administrators can use the vdntime variable to determine when alternate routing, queuing, or call treatment is needed, based on the total time the call has been in the system. When the vdntime variable is tested in a vector, a value is assigned that is equal to the number of seconds the call has been active in vector processing since the call first reached a VDN. If the processing started in a remote system which forwarded the call to this system using Look Ahead Interflow or Best Service Routing, the time spent in the prior system is included.

Reason to use
Administrators can use the vdntime variable to determine when alternate routing, queuing, or call treatment is needed, based on the total time the call has been in the system.

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Enhanced ASAI switch-classified call algorithm

This section describes the Enhanced ASAI switch classified-calls algorithm for trunk classifier selection. This feature affects only Communication Manager software and interactions with gateways.

Related topic
For detailed information about this feature, see the following documents:

Avaya Communication Manager Call Center Software - Automatic Call Distribution (ACD) Guide ASAI Technical Reference

Description
The enhanced trunk-classifier selection algorithm improves support for H.248 Media Gateways (MGs) and IP-connected Port Network Gateways (PNGs) added in 2.2. The switch-classified software is further enhanced in 3.0 with a hunting algorithm. This hunting algorithm attempts to access other H.248 MGs and PNGs if the first attempt does not find an available outgoing trunk member and classifier on the same gateway.

Reason to use
Customers can use this capability to:

Implement more reliable Predictive Dialing applications that are more successful at launching outgoing calls Operate with IP-connected gateways

44 Avaya Call Center 3.0 and CMS R13 Change Description

Gateway, port network, and server vector conditionals

Gateway, port network, and server vector conditionals

You can use any of three registered and unregistered vector conditionals with the goto step or goto vector commands to set up alternate routing of calls. These three conditionals test which type of server is processing the vector. These conditionals also test the registration status of media gateways and port networks connected with that server. The three conditionals are as follows:

media-gateway - monitors the H.248 Media Gateway registration status port-network - monitors the port network gateway registration status server - monitors the type of server currently processing the vector step for the call

These conditionals allow alternate routing of calls based on the current status of the server processing a call, such as:

The H.248 Media or Port Network Gateway is not registered with the Media Server processing the call A backup server is processing the call in survivable mode due to a failure of IP connectivity.

Reason to use
These conditionals allow administrators to monitor the communication server when it is running in a survivable configuration. Based on that knowledge, administrators can use alternative call handling or resources. For example, administrators can use different announcements, Interactive Voice Response systems (IVRs), or different skills to provide the best possible call handling with the available resources.

Additional prerequisites
In addition to the Prerequisites on page 41, the Vectoring (3.0 Enhanced)? field must be set to y on the System Parameters Customer-Options form. Note: This field can be changed only if both Vectoring (Basic) and Vectoring (Prompting) are set to y.

Note:

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Increased Holiday Vectoring capacity

Holiday Vectoring enables a set of commands that administrators can use to write call vectors to route calls on holidays or any days when special processing is required. Administrators can now administer 99 different Holiday Tables instead of only 10 to make vectoring decisions. Each table can still contain up to 15 dates or date ranges.

Reason to use
Some customers may require more than ten Holiday Tables.

Additional prerequisites
In addition to the Prerequisites on page 41:

The Holiday Vectoring customer option must have been activated by the License File. The Vectoring (3.0 Enhanced)? field must be set to y on the System Parameters Customer-Options form. Note: This field can be changed only if both Vectoring (Basic) and Vectoring (Prompting) are set to y.

Note:

46 Avaya Call Center 3.0 and CMS R13 Change Description

Return vector command

Return vector command

The goto vector command can invoke a subroutine call. After the subroutine has processed, the return command returns vector processing to the step following the goto vector command.

Reason to use
When you use a subroutine, you need a command that returns vector processing to the calling vector.

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Set vector command

The new set vector command can do the following tasks:

Perform numeric and digit string operations Assign values to a user-assignable vector variable or to the digits buffer during vector processing

Administrators can control the call flow through the vectors based on specific circumstances for individual calls.

Types of variables
The set vector step allows the following types of variable entries:

A to Z user-assigned collect vector variables A to Z system-assigned vector variables - for example; ani, asaiuui, doy, and so on V1 to V5 VDN variable types A directly-entered numeric value The collected digits buffer where digits from the caller are stored

Operations allowed
Operators included are:

Arithmetic - ADD, SUB, DIV and MUL String - CATL, CATR and SEL MOD10 - account number validation (LUHN-10) and digit string length check

Reason to use
This command adds powerful and flexible programming functionality to vector processing because all other commands allow administrators to use only fixed values. This command allows administrators to manipulate variables using arithmetic and digit operators.

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Set vector command

Additional prerequisites
In addition to the Prerequisites on page 41, the Vectoring (3.0 Enhanced)? field must be set to y on the System Parameters Customer-Options form. Note: This field can be changed only if both Vectoring (Basic) and Vectoring (Prompting) are set to y.

Note:

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VDN variables
VDN variables allow a single vector to support multiple VDNs. Administrators can:

Assign up to five new variable fields, V1 through V5, on the VDN form Use the VDN variables in all vector commands that support vector variables except as a for parameter with the collect-digits command Use the VDN variables as an operand to the set command Use up to 16-digits to assign a number to the VDN variable and use up to 15 characters to describe the VDN variable Use VDN variables as indirect references to announcement extensions and other numerical values in vector commands

Reason to use
You can create general-purpose vectors that support multiple applications with call-wait treatments that are tailored to the application. Call centers have many vectors that use the same basic call flow but are unique because each require unique announcements, route-to destinations, holiday tables, vector routing table indexes, and conditional limits. The VDN variables allow you to create a generic call flow vector. The unique items are now designated on the VDN form using VDN variables. VDN variables can drastically reduce the number of vectors needed, ensure common flows, and ease administration during crisis times when the flows need to change due to an unforeseen event. Unforeseen events can include problems with trunking, staffing, or messaging.

50 Avaya Call Center 3.0 and CMS R13 Change Description

VDN Time-Zone Offset

VDN Time-Zone Offset

This Vector Directory Number (VDN) feature is designed for call centers with locations in different time zones. The administrator can program a single vector that handles each time zone based on the active VDN for the call. There is now a VDN Time-Zone Offset field on the VDN form.

Reason to use
If a company has identical opening and closing times in different locations, the administrator can use a single vector to handle the opening and closing time checks using VDN Time-Zone Offset in a manner similar to skill preferences. This simplifies programming and allows sharing of vectors. For example, you can use 9 to 5 as a time in all vectors without converting to the local time reflected on each switch clock.

Additional prerequisites
In addition to the Prerequisites on page 41, the Vectoring (3.0 Enhanced)? field must be set to y on the System Parameters Customer-Options form. Note: This field can be changed only if both Vectoring (Basic) and Vectoring (Prompting) are set to y.

Note:

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Vector subroutines
Administrators can create vector subroutines beginning with the 3.0 release. Subroutines use common vector programs that can be used by different vectors without duplicating the same sequence in each vector. Subroutines can significantly decrease the number of steps and vectors required. The goto step has been enhanced for vector subroutines. The goto step uses:

The enhanced @step parameter to branch to a specific step in the vector The new return command to branch to a subroutine

Reason to use
Vector subroutines allow administrators to reuse common sets of vector commands. For example, an administrator can use a single subroutine for all vectors to determine if a call has arrived within business hours. Without a subroutine, each vector would have to repeat the step. Subroutines also:

Free up more steps per vector by removing duplication Allow unused steps at the end of vectors to be used for subroutines, thus expanding vector capacity Reduces administration - administrators can make changes to only one vector subroutine that is referenced by many vectors, such as changing office hours or wait treatment

Additional prerequisites
In addition to the Prerequisites on page 41, the Vectoring (3.0 Enhanced)? field must be set to y on the System Parameters Customer-Options form. Note: This field can be changed only if both Vectoring (Basic) and Vectoring (Prompting) are set to y.

Note:

52 Avaya Call Center 3.0 and CMS R13 Change Description

Support for vector enhancements in R13

Support for vector enhancements in R13

This section includes the following topics:

What was supported and not supported in CMS R12 on page 53 What is supported in CMS R13 on page 53 What is not supported in CMS R13 on page 54 Administration for more than 999 vectors on page 54

What was supported and not supported in CMS R12

R12 CMS provided vector administration support for vector variables that allowed the use of A to Z vector variables as conditionals or thresholds in goto step and goto vector commands and in the route-to number and converse-on commands. R12 CMS did not provide administration support for the variables in vectors table in CMS. Customers can administer this table through Communication Manager.

What is supported in CMS R13

For Call Center 3.0, CMS R13 supports:

The A to Z vector variables in the additional vector commands as announcement locations and table entries The VDN variables (V1 - V5) in all the same vector commands as the vector variables The gateway, port network, and server vector conditionals The @step parameter in the goto vector command The increase to 99 Holiday tables The return command The set command The sending of the digits command after the execution of a set command that assigns to digits

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Call Center 3.0 and CMS R13 vector enhancements

What is not supported in CMS R13

Customers cannot administer the following features in CMS R13:

VDN variables on the VDN form The VDN Time Zone Offset feature on the VDN form The Variables in Vectors table

Customers can administer these parameters and the table using Communication Manager administration tools. The new ani, stepcnt, and vdntime variable types do not require support in CMS since the variables are administered by their assigned letters. The administration of variable types by their assigned letters is supported.

Administration for more than 999 vectors

Within the CMS user interface screens, it appears to customers that they can enter up to 2000 vectors instead of only 999. This is only true if the customer has ordered a Special Application (SA) 8749 license on Communication Manager. If the SA 8749 license is turned on and there is information about a vector with a number between 1000 - 2000, customers will see information in the report. If the SA 8749 license is turned off, customers will see no information in their report. Note: The increase from 999 to 2000 vectors for customers with an SA 8749 license is available only for reporting, not for administration.

Note:

Customers cannot enter vector numbers above 999 using the vector editor on CMS, also called the vector contents application. If a customer enters a vector with a number 999 or less that has a goto vector step with a vector number greater than 999, the switch sends an unsupported step type error message.

54 Avaya Call Center 3.0 and CMS R13 Change Description

Chapter 4: Avaya CMS R13 CUE changes

This section provides an overview of the changes for Avaya CMS R13 CMS Upgrade Express (CUE). The specific CUE documents will provide the detail. This section contains the following topics:

Overview on page 55 Supported CMS loads for CUE upgrades on page 56

Overview
CMS Upgrade Express (CUE) has been updated to support the following changes:

Changes to supported switch releases. CUE does not support upgrades from R7 and earlier switch releases. Dropping support for the Enterprise 3500 platform. This means that it is not supported for CUE upgrades. An Enterprise 3500 must upgrade to CMS R13 using the platform upgrade and data migration process. Adding support for the Sun Fire V880 platforms. Dropping support for X.25 switch links. CMS R13 does not support X.25 switch links. Dropping support for SAI/P on Sun Blade 100/150. CMS R13 does not support serial connections using the SAI/P card. Installing the Visual Vectors Server (VVS) on all systems and preserving existing configurations. Note: CUE disks are shipped without 100 AUX reason code software. If customers want 100 AUX reason codes, Avaya will upgrade CMS during the CUE upgrade.

Note:

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Avaya CMS R13 CUE changes

Supported CMS loads for CUE upgrades

Sun Blade 100/150 and Sun Fire V880 platforms can be upgraded to CMS R13 from the following CMS loads using CUE:

R3V9 R3V11 R12 R13 Note: CUE cannot be used to upgrade a Sun SPARCserver computer, Sun Ultra 5 computer, Sun Enterprise 3000, or Sun Enterprise 3500 computer to R13. Also, CUE cannot be used to upgrade a CMS R3V8 or earlier system to R13. You must follow the procedures found in Avaya CMS Release 13 Platform Upgrade and Data Migration.

Note:

56 Avaya Call Center 3.0 and CMS R13 Change Description

Index
Symbols
@step parameter . . . . . . . . . . . . . . . . . 52

F
Feature-Related System Parameters form . . . . 26, 33 for parameter . . . . . . . . . . . . . . . . . . . 50 Forced Agent Logout from ACW mode. . . . . . . . 32

Numerical
100 AUX reason codes . . . . . . . . . . . . . . 24 3000 logged-in agents per skill . . . . . . . . . . . 27

G
Gateway vector conditionals . . . . . . . . . . . . 45 GNINAUX10 through GNINAUX99 (real time) . . . . 30 goto step/vector command . . . . . . . . . . . . . 45

A
ACW mode . . . . . . . . . . Agent Login ID form . . . . . . agents per skill . . . . . . . . agent-skill pair limits . . . . . . ani variable . . . . . . . . . . announcements, locally sourced ASAI switch-classified calls . . . Auto-In agents. . . . . . . . . AUX reason codes . . . . . . .

. . . . . . . . .

. . . . . . . . .

. . . . . . . . .

. . . . . . . . .

. . . . . . . . .

. . . . . . . . .

. . . . . . . . .

. . . . . . . . .

. . 32 33, 37 . . 27 . . 28 . . 42 . . 34 . . 44 . . 32 . . 24

H
H.248 Media or Port Network Gateway helplines . . . . . . . . . . . . . . . Holiday Vectoring capacity . . . . . . Hunt Group form . . . . . . . . . . . hunt group types . . . . . . . . . . .

. . . . .

. . . . .

. . . . .

. . . . .

. . . . .

. . . . .

. . . . .

45 14 46 37 28

C
Call Management System, see CMS CMS CUE changes . . . . . . . . . . . . . . . . . 55 database changes for AUX reason code increases 30 enhancements . . . . . . . . . . . . . . . . . 23 nonsupported hardware platforms . . . . . . . . 16 serial connectivity . . . . . . . . . . . . . . . 17 software . . . . . . . . . . . . . . . . . . . . 18 supported connections to the switch . . . . . . . 22 supported software . . . . . . . . . . . . . . . 18 supported switches . . . . . . . . . . . . . . . 22 CMS-defined agent-skill pair limits . . . . . . . . . 28 collect-digits command . . . . . . . . . . . . . . . 50 communication servers, supported hardware and software conditionals . . . . . . . . . . . . . . . . . . . . 45 CUE R12 changes to . . . . . . . . . . . . . . . . 55 supported CMS loads for upgrades . . . . . . . 56

I
I_AUXTIME10 through I_AUXTIME99 . . . . . . . . 30 INAUX10 through INAUX99 (real-time) . . . . . . . 31 IP connectivity failure . . . . . . . . . . . . . . . . 45

L
LAN backup software . . . . . . . . . . . . . . . language support. . . . . . . . . . . . . locally-sourced music and announcements Location Preference Distribution. . . . . . logged-in agents per skill . . . . . . . . .

. . . . .

. . . . .

. . . . .

. . . . .

. . . . .

19 38 34 36 27

22

M
Media Server . . . . . . . . . media-gateway vector conditional Multiple Locations feature . . . . music, locally sourced . . . . .

. . . .

. . . .

. . . .

. . . .

. . . .

. . . .

. . . .

. . . .

. . . .

. . . .

45 45 36 34

E
ead-mia or ucd-mia hunt group types . . . . . . . . 28 Enhanced ASAI switch-classified calls . . . . . . . 44

N
Network Reporting software . . . . . . . . . . . . . . . . . . . . 20

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networking costs . . . . . . . . . . . . . . . . . . 36

V P
parameter, @step . . . . . . platform agent-skill pair limits . Port Network Gateway . . . . port-network vector conditional

. . . .

. . . .

. . . .

. . . .

. . . .

. . . .

. . . .

. . . .

. . . .

. . . .

. . . .

52 28 45 45

R
reason codes . . . . . . . registered vector conditionals return vector command . . . Russian language support .

. . . .

. . . .

. . . .

. . . .

. . . .

. . . .

. . . .

. . . .

. . . .

. . . .

. . 24 . . 45 47, 52 . . 38

variable types. . . . . . . . . VDN form . . . . . . . . . . VDN Time-Zone Offset . . . . VDN Time-Zone Offset field . . VDN variables . . . . . . . . vdntime variable . . . . . . . vector commands . . . . . . . vector conditionals . . . . . . vector variable support in CMS

. . . . . . . . .

. . . . . . . . .

. . . . . . . . .

. . . . . . . . .

. . . . . . . . .

. . . . . . . . .

. . . . . . . . .

. . . . . . . . .

. . . . . . . . .

. . . . . . . . .

. 42 . 51 . 51 . 51 . 50 . 43 . 52 . 45 . 53

S
S8700, S8710, and S8500 Communication Manager server families . . . . . . . . . . . . . . . . . . . . . 27 Secure SHell, see SSH server vector conditional . . . . . . . . . . . . . . 45 set vector command . . . . . . . . . . . . . . . . 48 software CMS . . . . . . . . . . . . . . . . . . . . . . 18 LAN backup . . . . . . . . . . . . . . . . . . 19 Supervisor and Network Reporting . . . . . . . . 20 Solaris 9 . . . . . . . . . . . . . . . . . . . . . . 18 stepcnt variable . . . . . . . . . . . . . . . . . . 42 Sun . . . . . . . . . . . . . . . . . . . . . . . . 18 Sun Blade 100 . . . . . . . . . . . . . . . 16, 55, 56 Sun Blade 150 . . . . . . . . . . . . . . . . . . . 16 Sun Enterprise 3000 . . . . . . . . . . . . . . . . 16 Sun Enterprise 3500 . . . . . . . . . . . . . . . . 16 Sun Fire V880 . . . . . . . . . . . . . 16, 18, 55, 56 Sun Fire V890 . . . . . . . . . . . . . . . 16, 18, 56 Sun Ultra 5 . . . . . . . . . . . . . . . . . . . . 16 Supervisor software . . . . . . . . . . . . . . . . . . . . 20 switch-classified calls . . . . . . . . . . . . . . . . 44 switches, see communication servers

T
TI_AUXTIME10 through TI_AUXTIME99 . Time-Zone Offset . . . . . . . . . . . . TIN_AUXTIME10 through TIN_AUXTIME99 Tivoli Storage Manager . . . . . . . . . . trunk classifier selection . . . . . . . . .

. . . . .

. . . . .

. . . . .

. . . . .

. . . . .

31 51 31 19 44

U
ucd-mia or ead-mia hunt group types . . . . . . . . 28 unregistered vector conditionals . . . . . . . . . . . 45

58 Avaya Call Center 3.0 and CMS R13 Change Description