Lucent Technologies DEFINITY Business Communications System And GuestWorks Instructions Manual

DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Video Solutions 
11-3 MultiPoint Conferencing Unit 
11
You control the conference via a desktop keypad that easily turns the system on 
or off, dials the call, adjusts the audio volume, selects the video source, and posi-
tions the camera. The camera in most models has an auto-focus lens, plus zoom, 
pan, and tilt capabilities that let users move the camera to follow conferees as 
they move around...

DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Video Solutions 
11-4 MultiPoint Conferencing Unit 
11
The MultiPoint Conferencing Unit can operate behind the system or can be 
directly connected to the network. The MultiPoint Conferencing Unit can support 
up to 96 ports. Those ports can then be used to connect multiple video end points, 
either Group Video System or Desktop Conferencing Systems (H.320 or H.323), 
in a multipoint conference....

Hunt Group Solutions 
12-1 Overview 
12
DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
12
Hunt Group Solutions
Overview
DEFINITY hunt group applications are designed to efficiently connect each caller 
with an agent best suited to serve that caller. The system begins the process by 
capturing information about the caller even before the call is routed. That 
information is integrated with existing databases (see Chapter 6, 
Computer-Telephone...

DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Hunt Group Solutions 
12-2 Automatic Call Distribution 
12
The system provides an applications platform that consists of several elements. 
When these elements are integrated to meet your business requirements, you will 
have the advanced call distribution and management capabilities that will deliver 
the performance and growth necessary for your business success.
NOTE:
Some applications and...

DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Hunt Group Solutions 
12-3 Automatic Call Distribution 
12
In Figure 12-1, Split A receives calls only when agents are available, since Split A 
has no queue. Calls to Split B can be queued while agents are unavailable, and 
redirected to Split C if not answered within an administered time. Calls to Split C 
are redirected to voice mail if they are not answered within an administered time.
Figure...

DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Hunt Group Solutions 
12-4 Automatic Call Distribution 
12
You can set a maximum queue length in a group to anywhere from 0 to 200 calls 
(csi/si) or 0 to 999 (r), and you can establish a queue warning level. If the preset 
maximum queue length is reached, additional incoming calls are redirected to a 
call-coverage path (ensuring that calls are routed to an extension that will answer 
the call),...

DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Hunt Group Solutions 
12-5 Call Vectoring 
12
Call Vectoring
Call Vectoring is a versatile method of routing incoming calls that can be 
combined with Automatic Call Distribution for maximum benefit and split 
efficiency. A call vector is a series of call-processing steps (such as providing 
ringing tones, busy tones, music, announcements, and queuing the call to an 
Automatic Call Distribution...

DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Hunt Group Solutions 
12-6 Call Vectoring 
12
Applications
There are many different applications for Call Vectoring. However, Call Vectoring 
is used primarily to handle the call activity of Automatic Call Distribution splits. Call 
Vectoring can also manage a queue by keeping calls queued in up to three splits 
(with four different priority levels) while also providing a series of other processing...

DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Hunt Group Solutions 
12-7 Call Prompting 
12
Information Announcements
for the Calling Party
The human intervention needed to distribute common messages can be 
minimized with information announcements. People with a common interest can 
be instructed to call a specific number (a Vector Directory Number) that connects 
to a specific announcement vector, which routes callers to a voice messaging...

DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Hunt Group Solutions 
12-8 DEFINITY Extender 
12
nally-measured by BCMS, no more than 25 agents can log in to those hunt groups 
at any one time. The other 125 agents can log in to other hunt groups as long as 
they are not designated for measurement by BCMS.
BCMS provides various measurements for monitoring the operations of an ACD 
application. The software organizes ACD calls and split...