Difference between revisions of ":Internal Only/Avaya"

(→‎Activity Codes)
(→‎Activity Codes)
Line 37: Line 37:
 
==Activity Codes==
 
==Activity Codes==
 
{| class="wikitable"
 
{| class="wikitable"
 +
!|AUX Reason Code Name
 +
!|Code 
 
|-
 
|-
−
!|Activity Code
+
|Break
−
!|Description
+
|3
−
!|Department Codes
 
 
|-
 
|-
−
||01-001
+
|Clerical
−
||INBOUND Phone Time
+
|9
−
||10000,10008,10030,10016,10035'
 
 
|-
 
|-
−
||02-001
+
|Coaching
−
||INBOUND Phone Time BILINGUAL
+
|6
−
||10000,10008'
 
 
|-
 
|-
−
||05-001
+
|Miscellaneous
−
||ONLINE PRODUCTION SUPPORT
+
|1
−
||10000,10008'
 
 
|-
 
|-
−
||06-001
+
|Multimedia
−
||Online Customer Account Work
+
|8
−
||10000,10008'
 
 
|-
 
|-
−
||07-001
+
|Other Productive Time  
−
||INBOUND Phone Time EXTRA HOURS
+
|5
−
||10000,10008'
 
 
|-
 
|-
−
||09-001
+
|Preshift Meeting
−
||INBOUND Phone Time Transition Online
+
|2
−
||10007'
 
 
|-
 
|-
−
||11-001
+
|System Default
−
||OUTBOUND Phone Time Non Dialer
+
|0
−
||10000,10035,10016,10008'
+
|-    
 +
|Team Lead
 +
|4
 
|-
 
|-
−
||14-001
+
|Training
−
||OUTBOUND Phone Time NonDialer Transition
+
|7
−
||10007'
 
−
|-
 
−
||16-002
 
−
||Team Lead Coaching NB
 
−
||10000,10035,10030,10016,10008,10007'
 
−
|-
 
−
||16-003
 
−
||Quality Coaching NB
 
−
||10000,10035,10016,10008,10030,10007'
 
−
|-
 
−
||16-004
 
−
||Scorecard Review NB
 
−
||10000,10035,10030,10016,10008,10007'
 
−
|-
 
−
||16-005
 
−
||Other Coaching NB
 
−
||10000,10016,10008,10030,10035,10007'
 
−
|-
 
−
||21-002
 
−
||Client Focus Group
 
−
||10000,10008,10007'
 
−
|-
 
−
||21-004
 
−
||Client Surveys
 
−
||10000,10008,10007'
 
−
|-
 
−
||22-002
 
−
||Internal Focus Group NB
 
−
||10000,10016,10008,10007'
 
−
|-
 
−
||22-005
 
−
||Other Focus Group NB
 
−
||10000,10016,10008,10007'
 
−
|-
 
−
||22-006
 
−
||Employee Opinion Survey NB
 
−
||10000,10155,10035,10030,10016,10008,10007,10002'
 
−
|-
 
−
||22-007
 
−
||Other Survey NB
 
−
||10000,10008,10007'
 
−
|-
 
−
||26-001
 
−
||BREAK
 
−
||10000,10008,10035,10030,10016,10007'
 
−
|-
 
−
||30-001
 
−
||AUX  
 
−
||10000,10030,10035,10002,10016,10008,10007'
 
−
|-
 
−
||31-002
 
−
||Pre-Shift Meeting
 
−
||10000,10008,10007'
 
−
|-
 
−
||31-003
 
−
||Team Meeting
 
−
||10000,10008,10007'
 
−
|-
 
−
||31-005
 
−
||Committees
 
−
||10000,10008,10007'
 
−
|-
 
−
||31-006
 
−
||Special Events
 
−
||10000,10008,10007'
 
−
|-
 
−
||32-004
 
−
||HR Meeting NB
 
−
||10000,10035,10016,10008'
 
−
|-
 
−
||33-001
 
−
||OFFLINE FOR LOW VOLUMES
 
−
||10000,10008,10007'
 
−
|-
 
−
||33-010
 
−
||Client System Issues - Billable
 
−
||10000,10008,10035,10016,10007'
 
−
|-
 
−
||35-002
 
−
||No Seats available
 
−
||10000,10007,10016,10008,10030,10035'
 
−
|-
 
−
||36-006
 
−
||New Hire PST_Classroom
 
−
||10002,10007'
 
−
|-
 
−
||36-007
 
−
||New Hire PST_Breaks
 
−
||10002,10007'
 
−
|-
 
−
||36-008
 
−
||New Hire PST_HR Orientation
 
−
||10002,10007'
 
−
|-
 
−
||36-009
 
−
||New Hire PST_Transition Classroom
 
−
||10002,10007'
 
−
|-
 
−
||37-002
 
−
||New Hire PST Classroom NB
 
−
||10002,10007'
 
−
|-
 
−
||37-003
 
−
||New Hire PST Breaks NB
 
−
||10002,10007'
 
−
|-
 
−
||37-004
 
−
||New Hire PST HR Orientation NB
 
−
||10002,10007'
 
−
|-
 
−
||37-005
 
−
||New Hire PST Transition Classroom NB
 
−
||10002,10007'
 
−
|-
 
−
||37-006
 
−
||New Hire PST Study Time NB
 
−
||10002,10007'
 
−
|-
 
−
||38-001
 
−
||CE TRAINING Refresher
 
−
||10000,10035,10030,10016,10008,10007'
 
−
|-
 
−
||39-001
 
−
||CE TRAINING Refresher NB 
 
−
||10000,10035,10016,10008,10030,10007'
 
−
|-
 
−
||40-001
 
−
||CE TRAINING Uptraining
 
−
||10000,10035,10030,10016,10008,10007'
 
−
|-
 
−
||41-001
 
−
||CE TRAINING Uptraining NB
 
−
||10000,10008,10007'
 
−
|-
 
−
||42-001
 
−
||CE TRAINING Cross Training
 
−
||10000,10016,10008,10007'
 
−
|-
 
−
||43-001
 
−
||CE TRAINING Cross Training NB
 
−
||10000,10008,10007'
 
−
|-
 
−
||44-001
 
−
||CE Training Ready Study Time
 
−
||10000,10016,10008,10007'
 
−
|-
 
−
||45-001
 
−
||CE TRAINING Ready/Study Time NB
 
−
||10000,10008,10007'
 
−
|-
 
−
||51-001
 
−
||FULFILLMENT
 
−
||10000,10008'
 
−
|-
 
−
||61-076
 
−
||BO_Data Entry/Indexing for Back Office
 
−
||10000,10008'
 
−
|-
 
−
||62-002
 
−
||BO_Email Processing
 
−
||10000,10008'
 
−
|-
 
−
||62-051
 
−
||BO_Claims Processing
 
−
||10000,10008'
 
−
|-
 
−
||62-076
 
−
||BO_Other Transactions
 
−
||10000,10008'
 
−
|-
 
−
||65-001
 
−
||CHAT
 
−
||10000,10008'
 
−
|-
 
−
||67-001
 
−
||SYSTEM TESTING
 
−
||10000,10008'
 
−
|-
 
−
||86-002
 
−
||Acting Team Lead
 
−
||10000,10016,10008'
 
−
|-
 
−
||86-003
 
−
||Specialists (SME)
 
−
||10000,10008'
 
−
|-
 
−
||86-004
 
−
||Floor Support
 
−
||10000,10030,10035,10016,10008'
 
−
|-
 
−
||86-005
 
−
||Mentor
 
−
||10000,10008'
 
−
|-
 
−
||86-006
 
−
||Training Support
 
−
||10000,10030,10035,10016,10008'
 
−
|-
 
−
||87-001
 
−
||TRAVEL - Hourly Employees
 
−
||10000,10008'
 
−
|-
 
−
||88-001
 
−
||QUALITY
 
−
||10000,10008,10700'
 
−
|-
 
−
||90-002
 
−
||PRT Train the Trainer
 
−
||10008'
 
−
|-
 
−
||90-003
 
−
||PRT Training Delivery
 
−
||10008'
 
−
|-
 
−
||90-004
 
−
||PRT Training Floor Support
 
−
||10008'
 
−
|-
 
−
||91-001
 
−
||CLERICAL INTERNAL NB
 
−
||10000,10008'
 
−
|-
 
−
||92-001
 
−
||CLERICAL CLIENT
 
−
||10000,10008'
 
−
|-
 
−
||93-001
 
−
||CLERICAL CLIENT NB
 
−
||10000,10008'
 
−
|-
 
−
||94-001
 
−
||ADMINISTRATIVE ASSISTANT NB
 
−
||10000,10008'
 
−
|-
 
−
||97-001
 
−
||MISC OTHER NON PRODUCTIVE
 
−
||10000,10008'
 
−
|-
 
−
||98-008
 
−
||Floor Assistant
 
−
||10150,10250,10560'
 
−
|-
 
−
||98-009
 
−
||Team Leader Intern
 
−
||10011,10251'
 
−
|-
 
−
||98-010
 
−
||Staff Breaks
 
−
||10100,10150,10250,10700,10603,10602,10560,10251'
 
−
|-
 
−
||98-012
 
−
||Supervisory Duties
 
−
||10100,10250,10602,51099,15899,10700,10603'
 
−
|-
 
−
||98-013
 
−
||FLA_Training/Development
 
−
||10150,10250'
 
−
|-
 
−
||98-014
 
−
||FLA_Client Escalation
 
−
||10150,10250'
 
−
|-
 
−
||98-015
 
−
||FLA_CVG Escalation
 
−
||10150,10250'
 
−
|-
 
−
||98-016
 
−
||FLA_Coaching/Feedback
 
−
||10150,10250'
 
−
|-
 
−
||98-017
 
−
||FLA _ Client Meetings
 
−
||10150,10250'
 
−
|-
 
−
||98-019
 
−
||Clerical
 
−
||10100,10150,10602,10700,10250'
 
−
|-
 
−
||99-001
 
−
||Lunch  
 
−
||10000,10002,10700,10603,10602,10560,10251,10250,10150,10100,10030,10035,10016,10007,10008'
 
 
|}
 
|}
  

Revision as of 14:29, 22 April 2019

Avaya

Avaya Salesforce Integration Diagram

To-Do

  • VPN Setup for CTI integration
  • Fix inbound calls to Canada
  • Get Realtime Reporting Tool access
  • Fix outbound caller ID, displaying "513.864.0099" currently

Client Prerequisites

Client machine should have one of the browsers listed below.

  • Internet Explorer 10 and up
  • Firefox 4 and up
  • Chrome 26.x and up

Links

Instructions

Example Cases that Used CTI in SF

  • 00561710
  • 00556850
  • 00565775
  • 00565797
  • 00565829
  • 00565844
  • 00565772
  • 00565756
  • 00565888
  • 00565962

Call Task Fields in Salesforce

Avaya SF VoiceCall Task.png

Activity Codes

AUX Reason Code Name Code
Break 3
Clerical 9
Coaching 6
Miscellaneous 1
Multimedia 8
Other Productive Time 5
Preshift Meeting 2
System Default 0
Team Lead 4
Training 7

Not Ready:Reason Codes

Reason Code Description
Code 1 Break
Code 2 Lunch
Code 3 Out of Office
Code 4 Meeting
Code 5 Wrap-Up
Code 6 Extended Wrapup

Log Out:Reason Codes

Reason Code Description
Code 1 Off
Code 2 Vacation
Code 3 Weekend
Code 4 Meeting
Code 5 Emergency

Dialing Rules

Internal Number Length xxxxx
Local Number Length xxx-xxx-xxxx
Outside Prefix 9
Domestic Number Length
Domestic Prefix
International Number Length
International Number Prefix
Local Area Codes 714, 949, 562

Info

  • Phone Model: Avaya 9608
  • Avaya Phone Access Code: 86387
  • New Avaya Phone Access Code: 27238
  • HTTP Server: 206.126.168.98
  • Call Server : 10.164.18.52

Queues

  • Dahua Alpha : 1760
  • Dahua Dealer : 1759
  • Dahua Dealer Ovrflw : 1765
  • Dahua Empower : 1762
  • Dahua Empower Ovrflw : 1766
  • Dahua EN Sales T2 : 1750
  • Dahua EN Tech : 1751
  • Dahua FR Sales T2 : 1756
  • Dahua FR Tech : 1757
  • Dahua LeChange : 1761
  • Dahua SP Sales T2 : 1753
  • Dahua SP Tech : 1754
  • Dahua Tech Sup T2 : 1763
  • Dahua Tech Sup T3 : 1764

Phone Numbers

Name Department Phone Number Extension VDN (to transfer to Q) Email
Dahua North America-Technical Support Technical Support 877.606.1590 1751 Support.USA@DahuaTech.com
Dahua North America-Dealer Line Technical Support 866.302.6735 1759 73320 dealersupport.usa@dahuatech.com
Lorex Technical Support Technical Support 877.755.6739 Support@LorexTechnology.com
Empower Technical Support Technical Support 949.204.3226 1762 73323 empowersupport@unisight.net
LeChange Technical Support Technical Support 800.883.4120 1761 73322 support.usa@lechange.com
ADT (Alpha) Technical Support Technical Support 877.609.1936 1760 73321 alphasupport.usa@dahuatech.com

DNA Agents

Tier 1

First Name Last Name Extension Number Email Start Time Lunch Start Time End Time
Manuel Hernandez l.orexs.alesforce@gmail.com
Armando Agudelo lor.exs.alesforce@gmail.com
Sonia Marroquin lore.x.sa.lesforce@gmail.com
Laura Mendez laurapatricia.mendez@convergys.com
William Soler lo.rexsa.l.e.sforce.2@gmail.com
Camila Rico lor.ex.salesforce.2@gmail.com
DNA French DNA French dnafrenchagent@gmail.com
Harold Carvajal l.o.rex.s.alesforce.2@gmail.com
Manuel Gutierrez lore.xsalesforce.2@gmail.com
Sebastian Lemus lorex.s.alesforce.2@gmail.com
Luis Pineda lo.rexsa.l.esforce.2@gmail.com
Alejandro Giraldo lorexs.al.esforce.2@gmail.com
Miguel Pradilla l.o.re.x.sa.l.esforce.2@gmail.com
Jhon Rubio l.o.re.x.sa.le.sforce.2@gmail.com
Madeleine Pearson lo.rexsa.le.sforce.2@gmail.com
Santiago Vinasco lo.rexsal.e.sforce.2@gmail.com
Daniel Chaparro l.o.rex.sale.sforce.2@gmail.com

Tier 2

First Name Last Name Extension LAN ID Number Email Start Time Lunch Start Time End Time
Arran Williams x49056 63604 626.465.5250 Arran.Williams@DahuaTech.com 7:00AM PST 11:30AM PST 3:30PM PST
Alex Solano x49050 63601 Alex.Solano@DahuaTech.com 9:00AM PST 12:30PM PST 6:00PM PST
William Valencia x49053 63600 951.258.1238 William.Valencia@DahuaTech.com 8:00AM PST 1:30PM PST 5:00PM PST
Gerardo Chavez x49051 63605 626.723.8199 Gerardo.Chavez@DahuaTech.com 8:00AM PST 12:00PM PST 4:30PM PST
Marques Phillips x 63606 951.751.4253 Marques.Phillips@DahuaTech.com 8:00AM PST 1:00PM PST 4:30PM PST
Carlos Espinoza x 63607 Carlos.Espinoza@DahuaTech.com 9:00AM PST 6:00PM PST 2:00PM PST

Tier 3

First Name Last Name Extension LAN ID Number Email Start Time Lunch Start Time End Time
JP Wenger x49069 63602 562.646.6667 JP.Wenger@DahuaTech.com 7:00AM PST N/A 3:00PM PST
Nicky Gunakan x49054 63603 626.695.7795 Nicky.Gunakan@DahuaTech.com 8:00AM PST N/A 5:00PM PST

Salesforce Fields

Name Salesforce Name Salesforce API Name Data Type SF Location Status
Subject Subject Subject Text Activity Custom Field Working
WhoId WhoId WhoId__c Text(15) (External ID) Activity Custom Field Unknown
WhatId WhatId WhatId__c Text(15) (External ID) Activity Custom Field Unknown
Description Summary Summary__c Text Area(255) Unknown Unknown
CallDurationInSeconds CallDurationInSeconds CallDurationInSeconds__c Number(18, 0) (External ID) Activity Custom Field Working
HoldtimeInSeconds HoldtimeInSeconds HoldtimeInSeconds__c Number(18, 0) (External ID) Activity Custom Field Working
CallInitiatedTime CallInitiatedTime CallInitiatedTime__c Time Activity Custom Field Working
CallAnsweredTime CallAnsweredTime CallAnsweredTime__c Time Activity Custom Field Working
CallDisconnectedTime CallDisconnectedTime CallDisconnectedTime__c Time Activity Custom Field Working
CallWrapupTime CallWrapupTime CallWrapupTime__c Time Activity Custom Field Working
WrapupTimeInSeconds WrapupTimeInSeconds WrapupTimeInSeconds__c Number(18, 0) (External ID) Activity Custom Field Working
CallType CallType CallType__c Text(25) (External ID) Activity Custom Field Working
CallDisposition CallDisposition CallDisposition__c Text(50) (External ID) Activity Custom Field Working
Status Status Status__c Activity Custom Field Working
Phone Phone Phone__c Text(20) (External ID) Activity Custom Field Working
RingTimeInSeconds RingTimeInSeconds RingTimeInSeconds__c Number(18, 0) (External ID) Activity Custom Field Working
TalkTimeInSeconds TalkTimeInSeconds TalkTimeInSeconds__c Number(18, 0) (External ID) Activity Custom Field Working
UCID UCID UCID__c Text(15) (External ID) Activity Custom Field Unknown
Last Modified By LastModifiedBy Lookup Activity Custom Field Working
Retrieved from "https://DahuaWiki.com/index.php?title=:Internal_Only/Avaya&oldid=42730"