ATT DEFINITY Communications System Generic 3 Instructions Manual

Voice Terminal Display
Issue  3   March 1996
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Considerations
The Voice Terminal Display feature provides an instant d isplay of information 
associated with certain system features, functions, and services.  Information that 
allows p ersonalized call answering is available on many calls.  Retrieval of stored 
information, such as messages received and directory information, is easy as 
well as convenient.
The system supports as many d isplay modules as are needed, provided the 
voice terminal has...

Feature Descriptions
3-1226Issue  3   March 1996 
Interactions
The following features interact with the Voice Terminal Disp lay feature.
nBrid ged Call Ap pearance
A call from the primary extension number or a brid ged call appearance of 
the primary extension number is displayed as a call from the primary 
extension number.
nLast Numb er Diale d
If the Last Numb er Dialed feature access code is dialed after the stored 
number button has been pressed, the last number dialed is no longer 
displayed....

Voice Terminal Display
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— Delete (must be assigned with either Retrieval button)
— Return Call (optional with either Retrieval button or the Integrated 
Directory button)
Hardware and Software Requirements
DCP services require a display-equipped voice terminal and one p ort on a 
TN754 or TN2181 Digital Line circuit pack (TN413, TN754B, and TN2181 su pport 
A-law). No a d ditional software is required.
ISDN-BRI services require the following hardware:
nTN778 Packet Control...

Feature Descriptions
3-1228Issue  3   March 1996 
Voice Terminal Flash Timing
See the Recall Signaling feature. 

VuS tat s
Issue  3   March 1996
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VuStats
Feature Availability
VuStats is available with G3V3 and later releases.
What Is VuStats?
VuStats presents Basic Call Management System (BCMS) statistics on voice 
terminal displays. By pressing a button, agents, split supervisors, call center 
managers, and other users can access statistics for agents, splits or skills, VDNs, 
and trunk groups. 
With G3V3 these statistic s are limited to information collected either during the 
current BCMS interval, or in...

Feature Descriptions
3-1230Issue  3   March 1996 
Figure 3-31. CallMaster Terminal with VuStats Display
VuStats Applications
Self-Managed Teams
VuStats can provide call center agents with statistics about their performance. 
For exam ple:
nAgents can review their statistics against a predefined objective for a 
given split. This could include an agent comparing their average talk time 
per call to a split objective for average talk time, or comp aring their calls 
handled against a split objective for...

VuS tat s
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information can be used to d etermine if it would be best to log out of one split to 
devote time to a busier s plit, or if it was an a ppropriate time to take a lunch break.
Information Distribution
VuStats can increase the distribution of performance statistics throughout the c all 
center. It replaces the need for additional CMS terminals for supervisors while 
also providing essential statistics to agents without the need for additional 
hardware. It lessens...

Feature Descriptions
3-1232Issue  3   March 1996 
object typ e is entered on the “VuStats Format Display” form and controls the 
types of information that are available for display. The following list describes 
each of these object typ es.
nAgent ¾ The a gent o bject type provides agents with their own statistics, 
or statistics about the splits/skills they log into.
nAgent-extension ¾ The a gent-extension object type provides supervisors 
or other users with statistics about agents or the splits/skills...

VuS tat s
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ACD calls, it is the number of calls received during the current interval. The 
interval is either 1/2 or 1 hour d e pending upon the value a dministered for the 
BCMS measurement interval on the “Feature-Related System Parameters”  form.
With G3V4 and later releases, VuStats  also  can  be  administered to show 
historical d ata. It can show statistics that have accumulated for the day or for an 
administered number of intervals. For example, if VuStats displays...

Feature Descriptions
3-1234Issue  3   March 1996 
supervisor might want one disp lay providing information about the work states of 
all a gents on a split linked to a second display that provided information a bout 
calls waiting, numb er of calls abandoned, or the oldest call waiting for the split.
To allow a gents to view linked displays, a next b utton must be administered on 
the voice terminals. Displays should have the same object type if they are linked.
For detailed information to administer...