Lucent Technologies Centrevu Advocate Release 8 User Guide

							  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Worksheet for Service Level Supervisor11-19
lWhen administering Percent Allocation, each entry in a PA field 
must be a number between 1 and 100. Each skill (except for reserve 
skills) must have an entry in this field, and together all the entries 
must add up to 100.
lPercentages cannot be assigned to reserve skills.
lWhen you use Service Level Supervisor, the Call Handling 
Preference administered for dedicated reserve agents (agents 
assigned to skills only as reserve agents) has no effect on call 
selection. A dedicated reserve agent will always receive the call that 
is the highest percentage over threshold for any of their assigned 
skills.
lFor easier management, consider giving all agents in a skill (and an 
organization) the same Call Handling Preference.
lIf you use the Service Objective feature, set the Acceptable Service 
Level for your most important skills lower than for less important 
skills. If the Acceptable Service Level for all skills is the same, 
Service Objective will yield no improvement.
Only the Acceptable Service Level setting on 
DEFINITY ECS will 
affect agent call selection in a skill. Changing the Acceptable 
Service Level setting in 
CentreVu CMS will have no affect on call 
selection. It is important that the Acceptable Service Level assigned 
to a skill in CMS match the setting on the switch.
lTo use Service Objective, the Call Handling Preference field on the 
Agent LoginID Form must be set to greatest-need or skill-level.
To Administer Greatest 
Need or Skill Level
11
1. At the command line prompt, type change agent-loginID 
xxxxx and press . (“xxxxx” is the loginID for the agent you 
want to change.)
NOTE:
Return 
						

							  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Worksheet for Service Level Supervisor11-20
The Agent LoginID form appears
2. In the Call Handling Preference field, enter one of the following 
options:
lgreatest-need 
lskill-level
3. In the Service Objective field, enter one of the following options:
lY, if you want to use Service Objective
lN, if you do not want to use Service Objective
4. Press   to save your changes.
To Administer Service 
Objective
11
If you are using Service Objective, Lucent recommends you set the 
Acceptable Service Level for more important skills lower than for less 
important skills. 
Acceptable Service Level defaults to 30 seconds on the SAT unless you 
choose a different setting. Set Acceptable Service Level on CMS and 
DEFINITY ECS the same.
1. At the command line prompt of your SAT or terminal emulator, type 
change hunt-group xxx and press . (“xxx” is the number 
of a skill on which you want to activate Service Objective.)
change agent-loginID xxxxx Page 1 of 1
                             AGENT LOGINID
Login ID: _____ AAS? _
Name: _________________________ AUDIX? _
TN: ___ LWC Reception: _______
 COR: _ AUDIX Name for Messaging: _______ 
Coverage Path: ____  Messaging Server Name for Messaging: _______
Security Code: ____ LoginID for ISDN Display? _
Direct Agent Skill: ___  Password: _________
Call Handling Preference: ___________ Password (enter again): _________
Service Objective? _ Auto Answer: ______
SN RL SL PA SN RL SL PA SN RL SL PA SN RL SL PA
1: __ _ __ ___ 6: __ _ __ ___ 11: __ _ __ ___ 16: __ _ __ ___
2: __ _ __ ___ 7: __ _ __ ___ 12: __ _ __ ___ 17: __ _ __ ___
3: __ _ __ ___ 8: __ _ __ ___ 13: __ _ __ ___ 18: __ _ __ ___
4: __ _ __ ___ 9: __ _ __ ___ 14: __ _ __ ___ 19: __ _ __ ___
5. __ _ __ ___ 10: __ _ __ ___ 15: __ _ __ ___ 20: __ _ __ ___
      WARNING:  Agent must log in again before skill changes take effect
Enter
NOTE:
Return 
						

							  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Worksheet for Service Level Supervisor11-21
The Hunt Group form for the specified skill appears.
2. In the Acceptable Service Level field, type your target speed of 
answer in seconds.
3. Press 
 to save your changes.
To Administer Percent 
Allocation
11
1. At the command line prompt, type change agent-loginID 
xxxxx and press . (“xxxxx” is the loginID for the agent you 
want to change.)
The Agent LoginID form appears
 change hunt group xxx Page 2 of X
                                  HUNT GROUP
Skill? _ Acceptable Service Level (sec): ___
AAS? _ Expected Call Handling Time (sec): ___
Measured: ______ VuStats Objective: ____
Supervisor Extension: ____ Timed ACW Interval (sec): ___
Priority on Intraflow? _ Service Level Supervisor? _
Inflow Threshold (sec): ____ Level 1 Threshold (sec): ___
Controlling Adjunct: ____ Level 2 Threshold (sec): ___
Adjunct Link Extension: ____
Multiple Call Handling: ___________ Redirect on No Answer (rings): ___
Redirect to VDN: _____
Forced Entry of Stroke Counts or Call Work Codes? _
Enter
Return
change agent-loginID xxxxx Page 1 of 1
                             AGENT LOGINID
Login ID: _____ AAS? _
Name: _________________________ AUDIX? _
TN: ___ LWC Reception: _______
 COR: _ AUDIX Name for Messaging: _______ 
Coverage Path: ____  Messaging Server Name for Messaging: _______
Security Code: ____ LoginID for ISDN Display? _
Direct Agent Skill: ___  Password: _________
Call Handling Preference: ___________ Password (enter again): _________
Direct Agent Calls First? _ Auto Answer: ______
SN RL SL PA SN RL SL PA SN RL SL PA SN RL SL PA
1: __ _ __ ___ 6: __ _ __ ___ 11: __ _ __ ___ 16: __ _ __ ___
2: __ _ __ ___ 7: __ _ __ ___ 12: __ _ __ ___ 17: __ _ __ ___
3: __ _ __ ___ 8: __ _ __ ___ 13: __ _ __ ___ 18: __ _ __ ___
4: __ _ __ ___ 9: __ _ __ ___ 14: __ _ __ ___ 19: __ _ __ ___
5. __ _ __ ___ 10: __ _ __ ___ 15: __ _ __ ___ 20: __ _ __ ___
      WARNING:  Agent must log in again before skill changes take effect 
						

							  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Worksheet for Service Level Supervisor11-22
2. In the Call Handling Preference field, type percent-allocation 
and press  .
When you enter percent-allocation as the agent’s call handling 
preference, the Direct Agent Calls First? field replaces the Service 
Objective field.
3. Choose one of the following options for the Direct Agent Call First? 
field:
lIf you want the agent to receive direct agent calls before all 
other ACD calls, enter Y. Direct Agent calls will now override 
the Percent Allocation call selection method.
lIf you want to treat direct agent calls just like skill calls and 
answer them only when there is a best percentage match, 
enter N. Now Percent Allocation will control the selection of 
Direct Agent calls just as it controls the selection of other ACD 
calls.
If Direct Agent calls represent a significant portion (roughly 
33% or higher) of an agent’s work time, Lucent recommends 
entering N in this field. Otherwise, we recommend that you 
enter Y.
4. Move the cursor to the PA field for the agent’s first standard skill.
5. Enter a percentage from 1 to 100.
6. Repeat step 5 for each of the agent’s remaining standard skills.
7. Once you’ve checked that the assigned percentages total 100%, 
press   to save your changes.
To Administer Direct 
Agent Skills
11
Before you begin this procedure, use the Hunt Group form to create a 
skill dedicated to receive Direct Agent calls. If you already have a skill 
dedicated to receiving Direct Agent calls, begin at step 1.
1. At the command line prompt, type change agent-loginID 
xxxxx and press  . (“xxxxx” is the loginID for the agent you 
want to change.)
Enter
NOTE:
Enter
Return 
						

							  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Worksheet for Service Level Supervisor11-23
The Agent LoginID form appears.
2. In the Direct Agent Skill field, enter the number of the skill used for 
direct agent calls.
If you are not using a dedicated skill for direct agent calls, leave this 
field blank.
3. Decide whether you want to give preference to direct agent calls, 
then follow the instructions in the table below.
change agent-loginID xxxxx Page 1 of 1
                             AGENT LOGINID
Login ID: _____ AAS? _
Name: _________________________ AUDIX? _
TN: ___ LWC Reception: _______
 COR: _ AUDIX Name for Messaging: _______ 
Coverage Path: ____  Messaging Server Name for Messaging: _______
Security Code: ____ LoginID for ISDN Display? _
Direct Agent Skill: ___  Password: _________
Call Handling Preference: ___________ Password (enter again): _________
Direct Agent Calls First? _ Auto Answer: ______
SN RL SL PA SN RL SL PA SN RL SL PA SN RL SL PA
1: __ _ __ ___ 6: __ _ __ ___ 11: __ _ __ ___ 16: __ _ __ ___
2: __ _ __ ___ 7: __ _ __ ___ 12: __ _ __ ___ 17: __ _ __ ___
3: __ _ __ ___ 8: __ _ __ ___ 13: __ _ __ ___ 18: __ _ __ ___
4: __ _ __ ___ 9: __ _ __ ___ 14: __ _ __ ___ 19: __ _ __ ___
5. __ _ __ ___ 10: __ _ __ ___ 15: __ _ __ ___ 20: __ _ __ ___
      WARNING:  Agent must log in again before skill changes take effect
If the call handling 
preference is…And you want to 
give DA calls 
preference…And you do not 
want to give DA 
calls preference…
Greatest Need Do nothing: DA calls always get top 
preference when the call handling preference 
is Greatest Need.
NOTE: 
						

							  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Worksheet for Service Level Supervisor11-24
If DA calls are administered to be selected first, they will be given 
preference over any other skill call in normal, overload 1, and 
overload 2 states. If DA calls are not administered to be selected 
first, they will not be given preference in any of the skill states.
4. Press   to save your changes. Skill Level For each agent, set 
their skill level for the 
DA skill to a level 
equal to the highest 
skill level in the rest of 
their assigned skills. 
(For example: If an 
agent’s highest 
assigned skill level is 
2, set their skill level 
for the DA skill to 2 as 
well.)For each agent, set 
their skill level for the 
DA skill below their 
highest assigned skill 
level for other skills.
Percent Allocation Enter Y in the Direct 
Agent Calls First? 
field on the Agent 
Login ID form.Enter N in the Direct 
Agent Calls First? 
field on the Agent 
Login ID form. If the call handling 
preference is…And you want to 
give DA calls 
preference…And you do not 
want to give DA 
calls preference…
NOTE:
Enter 
						

							  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Feature Interactions11-25
Feature Interactions11
Abandoned 
Calls
11
An abandoned call may change the state of a skill that is over threshold. 
That is, an abandoned call might cause a skill to drop from level 2 to level 
1 or from level 1 to normal.
Add/Remove 
Skill Via FAC
11
If percent-allocation is entered in the Call Handling Preference 
field on the Agent Loginid form, the Add Skill and Remove Skill features 
cannot be used. If you attempt to use the Add Skill or Remove Skill 
features when Percent Allocation is enabled, the attempt will be denied 
and you’ll hear intercept tone.
Agent Hold – 
With and Without 
Multiple Call 
Handling
11
In calculating agents’ work time for occupancy and percentage 
allocations, all time with one or more ACD calls on hold is included in the 
calculation of an agent’s work time and occupancy regardless of whether 
Multiple Call Handling is activated. With Multiple Call Handling, agents 
can accrue work time in multiple skills simultaneously.
Agent 
Login/Logout
11
The agent work time measurement used by Least Occupied Agent and 
Percent Allocation is initialized to 0 when an agent logs in. If an agent 
logs out during a shift and then logs back in, their measurements for work 
time and occupancy will reset to 0.
Therefore, if an agent’s skill set is changed from CMS, using either the 
Change Agent Skills or Multi-Agent Skill Change command, the agent will 
be logged in with the new skill set and their work time and occupancy 
measurements will be initialized to zero.
Agent Work 
Modes
11
CentreVu Advocate features do not change the operation of agent work 
modes.
A pending work mode change will not affect an agent’s work time or 
occupancy. 
						

							  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Feature Interactions11-26
Agent Work 
States
11
The table below shows how Service Level Supervisor affects agents’ 
work states.
Attendants11Attendant consoles administered as members of splits and Expert Agent 
Selection (EAS) agents logged in on attendant consoles will have the 
same interactions with 
CentreVu Advocate features as do other voice 
terminals.
AUDIX11An EAS AUDIX agent cannot be administered with a reserve skill.
Auto Available 
Splits/Skills 
(AAS)
11
An EAS Auto Available agent cannot be administered with a reserve skill.
Basic Call 
Management 
System (BCMS)
11
No existing BCMS reports or measurements are modified by these 
features. No new BCMS reports or measurements have been added. 
Interaction with 
Service Level 
Supervisor
11
Reserve agents for skills that are not in an over threshold state are 
counted as “Other” on the MONITOR BCMS SKILL report; reserve 
agents for skills that are over threshold are counted as “ACD,” “ACW,” 
“AUX,” or “Other” depending on the work mode and state of the agent.When this 
event 
occurs…The agent’s 
state in 
standard 
skills is…And the agent’s state in…
Reserve skills 
under 
threshold is…Reserve skills 
over threshold 
is…
Agent logs in AUX AUX AUX
Agent becomes 
availableAVAILABLE OTHER AVAILABLE 
						

							  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Feature Interactions11-27
Call Coverage11All time with one or more ACD calls ringing is included in the calculation 
of an agent’s work time and occupancy. This includes calls that are later 
redirected as a result of the Call Coverage feature.
Call Forwarding11All time with one or more ACD calls ringing is included in the calculation 
of an agent’s work time and occupancy. This includes calls that are later 
redirected as a result of the Call Forwarding feature.
Call Park11After a call is parked by an agent, the call does not affect that agent’s 
work time or occupancy.
Call Pickup11All time with one or more ACD calls ringing is included in the calculation 
of an agent’s work time and occupancy. This includes calls that are later 
redirected as a result of the Call Pickup feature.
Conference/
Transfer
11
All time with one or more ACD calls on hold as a result of initiating a 
conference or transfer will be included in the calculation of an agent’s 
work time and occupancy.
Direct Agent 
Calls
11
Agents receive Direct Agent calls before other ACD calls in most 
situations. However, Direct Agent calls are not received first if:
lAn agent’s call handling preference is skill-level, a skill is 
administered for Direct Agent calls, and this skill is assigned a low 
skill level (high number) relative to the agent’s other assigned skills
lAn agent’s call handling preference is percent-allocation, and the 
Direct Agent Calls First option is not set.
Interaction with 
Percent Allocation
11
The Percent Allocation call selection method affects the handling of direct 
agent calls. If the Direct Agent Calls First option is set, an agent will 
receive direct agent calls before any other ACD calls. If the Direct Agent 
Calls First option is not set, an agent will receive direct agent calls only 
when the direct agent skill is the best percentage match. Time on direct 
agent calls counts as work time for the direct agent skill. 
						

							  Administer CentreVu® Advocate on DEFINITY® ECS CentreVu® Advocate Release 8 User Guide
Feature Interactions11-28
Interaction with 
Service Level 
Supervisor
11
Agents who only have reserve skills cannot receive Direct Agent calls. 
Callers will hear intercept tone when the call is received. If you have 
agents who are only assigned reserve skills and you want them to be 
able to receive direct agent calls, assign them to a direct agent skill as 
standard agents.
Agents will receive direct agent calls in their standard skills in the same 
way regardless of whether the skill is above or below its thresholds. That 
is, if the agent is administered to receive direct agent calls before other 
ACD calls, this will happen regardless of whether a standard skill is over 
its thresholds. If the agent does not normally receive direct agent calls 
first, this preference will be maintained when the agent’s standard skills 
are over threshold.
Lucent recommends that you do not use the Service Level Supervisor 
feature with a direct agent skill.
Interaction with 
Least Occupied 
Agent
11
All an agent’s time on a direct agent call is included in the agent’s work 
time and occupancy.
Distributed 
Communications
System (DCS)
11
The CentreVu Advocate features are not transparent over the Distributed 
Communications System (DCS) link.
Expected Wait 
Time
11
When reserve agents are used (Service Level Supervisor), Expected 
Wait Time (EWT) calculations are less accurate. Specifically, when 
reserve agents are eligible to receive calls, EWT may be overestimated. 
When reserve agents are not eligible to receive calls, EWT may be 
underestimated.
Expert Agent 
Distribution 
(EAD)
11
In Expert Agent Distribution (EAD) skills using the LOA agent selection 
method, 
DEFINITY ECS searches the idle agent queue by skill level for 
the least occupied agent. In other words, the switch first searches for the 
least occupied skill level 1 agent. If no skill level 1 agent is available, the 
switch searches for the least occupied skill level 2 agent, and so on.