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Lucent Technologies DEFINITY Enterprise Communication Server Release 8.2 Administrators Guide
Lucent Technologies DEFINITY Enterprise Communication Server Release 8.2 Administrators Guide
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DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1
April 2000
Handling incoming calls
167 Managing vectors and VDNs
7
2. To see all current vector events, press RETURN.
OR
Indicate the events that you want to see by completing the Report Period
and Search Option fields. Refer to DEFINITY ECS Call Vectoring/EAS
Guide or DEFINITY BCS and Guestworks Call Vectoring Guide for more
information.
3. Press
ENTER to view the report.
The Event Report (detail) screen appears.
Look at the information in Event Data field to diagnose the vector event. In
this example, there was a problem with:
nVector 12, step 5
nSplit 89
Vector directory numbers
A vector directory number (VDN) is an extension that directs an incoming call to
a specific vector. This number is a “soft” extension number not assigned to an
equipment location. VDNs must follow your dial plan.
Let’s create VDN 5011 for our sales department. A call into 5011 routes to vector
11. This vector plays an announcement and queues calls to the sales department.
EVENT REPORT
The following option control which events will be displayed:
EVENT CATEGORY
Category: Vector
REPORT PERIOD
Interval: _a_ From: __/__/__:__ To: __/__/__:__
SEARCH OPTIONS
Vector Number: __
Event Type: ___
EVENT REPORT
Event Event Event Event First Last Event
Type Description Data 1 Data 2 Occur Occur Cnt
20 Call not queued 12/5 B 09/28/13:43 09/28/13:43 21
541 Not a messaging split Split 4C 09/28/13:43 09/28/13:43 136
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1
April 2000
Handling incoming calls
168 Managing vectors and VDNs
7
!SECURITY ALERT:
Vector fraud is one of the most common types of toll fraud because
vectors route calls based on the class of restriction (COR) assigned to
the VDN. Refer to BCS Products Security Handbook for more
information.
Adding a vector directory number
To add a vector directory number:
1. Type
add VDN 5011 and press RETURN.
You enter the VDN extension you want to add. The Vector Directory
Number screen appears.
2. Type a description for this VDN in the Name field.
In our example, type
Sales Department.
The information in the VDN Name field appears on a display phone. This
allows the agent to recognize the nature of the call and respond
accordingly.
Tip:
The VDN Override on the Vector Directory Number screen controls
the operation of the display.
3. Enter the vector number.
In our example, type
11.
VECTOR DIRECTORY NUMBER
Extension: 5011
Name: Sales Department
Allow VDN Override? n
COR: 1
TN: 1
Vector Number: 11
AUDIX Name:
Messaging Server Name:
Measured: both
Acceptable Service Level (sec):
VDN of Origin Annc. Extension: 301
1st Skill:
2nd Skill:
3rd Skill:
Return Destination:
VDN Timed ACW Interval:
BSR Application:
BSR Available Agent Strategy: 1st-found
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1
April 2000
Handling incoming calls
169 Understanding Automatic Call Distribution
7
4. In the Measured field, indicate how you want to measure calls to his VDN.
In our example, type
both (for both CMS and BCMS).
Tip:
BCMS must be enabled to use “both.” Use display
system-parameters customer-options
to see if BCMS is enabled.
5. Press
ENTER to save your changes.
Viewing vector directory numbers
To see the VDNs already associated with your vectors:
1. Type
list VDN and press RETURN.
The Vector Directory Number
screen appears.
Each VDN maps to one vector. Several VDNs can map to the same vector.
Understanding Automatic Call
Distribution
Automatic Call Distribution (ACD) is a DEFINITY ECS feature used in many call
centers. ACD gives you greater flexibility to control call flow and to measure the
performance of agents.
ACD systems operate differently from non-ACD systems, and they can be much
more complex. ACD systems can also be more powerful because they allow you
to use features and products that are not available in non-ACD systems. Refer to
DEFINITY ECS Guide to ACD Call Centers for more information on ACD call
centers.
VECTOR DIRECTORY NUMBER
Event
VDN Vec Orig Notif Skills
Name Ext Ovrd COR TN Num Meas Annc Adj 1st 2nd 3rd
Tech Support 5000 y 59 1 234 none 301
Customer Serv. 5001 n 1 1 1 none 302
New Orders 5002 y 23 1 5 none 303
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Handling incoming calls 170 Assigning a terminating extension group 7 Enhancing an ACD system First, all call center management systems (such as Lucent’s Basic Call Management System (BCMS), BCMSVu, and the sophisticated CentreVu Call Management System) require ACD. These management systems give you the ability to measure more aspects of your center’s operation, and in more detail, than is possible with standard DEFINITY ECS reports. Call vectoring greatly enhances the flexibility of a call center, and most vectoring functions require ACD. Vectoring is a simple programming language that allows you to custom design every aspect of call processing. Refer to ‘‘ What are vectors?’’ on page 158 for more information. Together, ACD and vectoring allow you to use Expert Agent Selection (EAS). For a variety of reasons, you may want certain agents to handle specific types of calls. For example, you may want only your most experienced agents to handle your most important customers. You may have multilingual agents who can serve callers in a variety of languages. EAS allows you to classify agents according to their specific skills and then to rank them by ability or experience within each skill. DEFINITY ECS uses these classifications to match each call with the best available agent. Refer to DEFINITY ECS Call Vectoring/EAS Guide or DEFINITY BCS and Guestworks Call Vectoring Guide or the DEFINITY BCS and Guestworks Call Vectoring/EAS Guide for more information on call vectoring and EAS. Assigning a terminating extension group A Terminating Extension Group (TEG) allows an incoming call to ring as many as 4 phones at one time. Any user in the group can answer the call. Once a member of the TEG has answered a group call, the TEG is considered busy. If a second call is directed to the group, it follows a coverage path if one has been assigned. Instructions Now assign a terminating extension group to the advertising department. For example, let’s assign this TEG to extension 6725. 1. Type add term-ext-group next and press RETURN. The Terminating Extension Group screen appears.
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1
April 2000
Handling incoming calls
171 Assigning a terminating extension group
7
2. In the Group Extension field, type 6725.
This is the extension for the advertising group.
3. In the Group Name, type
advertising.
This is the name of the group.
4. In the Coverage Path field, type
5.
This is the number of the call coverage path for this group.
5. In the COR field, leave the default as
1.
6. In the TN field, leave the default as
1.
7. In the ISDN Call Display field, type
mbr-name.
This specifies that the member name (member of the TEG where the call
terminated) is sent to the originating user.
8. In the Ext field, in the 1st place, type
5101.
9. In the 4th place, type
5102.
10. Press
ENTER to save your changes.
11. Type
change station 6725 and press RETURN.
The Station
screen for extension 6725 appears.
TERMINATING EXTENSION GROUP
Group Number: 1 Group Extension: 6725
Group Name: advertising Coverage Path: 5
Security Code: COR: 1
TN: 1
ISDN Caller Disp: mbr-name LWC Reception: none
AUDIX Name: Messaging Server Name:
GROUP MEMBER ASSIGNMENTS
Ext Name Ext Name
1: 5101 27 character name sta 51001 3:
2: 4: 5102 27 character name sta 51002
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1
April 2000
Handling incoming calls
172 Assigning a terminating extension group
7
12. In the Bridged Call Alerting field, type y.
This provides audible ringing for TEG calls.
13. In the Button Assignments section, type
term-x-gr 1.
This is the TEG button for the advertising group.
14. Press
ENTER to save your changes.
Page 2 of X
STATION
FEATURE OPTIONS
LWC Reception? msa-spe Auto Select Any Idle Appearance? n
LWC Activation? y Coverage Msg Retrieval? y
CDR Privacy? n Auto Answer: none
Redirect Notification? y Data Restriction? n
Per Button Ring Control? n Idle Appearance Preference? n
PCOL/TEG Call Alerting? n
Active Station Ringing: single Restrict Last Appearance? y
Per Station CPN - Send Calling Number? _
H.320 Conversion? n
AUDIX Name: ______
Messaging Server Name: ______ Audible Message Waiting? n
Display Client Redirection? n
Select Last Used Appearance? n
Routing outgoing calls 173 World class routing 8 DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 8 Routing outgoing calls World class routing Your system uses Automatic Alternate Routing (AAR) and Automatic Route Selection (ARS) to direct outgoing calls. nAAR routes calls within your company over your own private network. nARS routes calls that go outside your company over public networks. ARS also routes calls to remote company locations if you do not have a private network. Automatic routing begins when a user dials a Feature Access Code (FAC) followed by the number the user wants to call. The switch analyzes the digits dialed, selects the route for the call, deletes and inserts digits if necessary, and routes the call over the trunks you specify in your routing tables. ARS and AAR can access the same trunk groups and share the same route patterns and other routing information. ARS calls can be converted to AAR calls and vice-versa. The FAC for AAR is usually the digit 8. The FAC for ARS is usually the digit 9 in the US and 0 outside of the US. Your Lucent technician sets up AAR on your switch and usually assigns the AAR FAC at the same time. You can administer your own ARS FAC. This section describes only ARS call routing.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Routing outgoing calls 174 Managing calling privileges 8 Managing calling privileges Each time you set up a phone, you use the station screen to assign a COR. You can create different CORs for different groups of users. For example, you may want executives in your company to have different calling privileges than receptionists. When you set up a COR, you specify a Facility Restriction Level (FRL) on the Class of Restriction screen. The FRL determines the calling privileges of the user. Facility Restriction Levels are ranked from 0–7, where 7 has the highest level of privileges. You also assign an FRL to each route pattern preference in the route pattern screen. When a user makes a call, the system checks the user’s COR. The call is allowed if the caller’s FRL is higher than or equal to the route pattern preference’s FRL. Instructions Let’s say we are setting up a new phone for an executive. The current translations assign COR 1, with outward restrictions and an FRL 0, which is the lowest permission level available. We want to assign a COR with the highest level of permissions, FRL 7, to station 1234. To change station 1234 from COR 1 to COR 7: 1. Type change station 1234 and press RETURN. The Station screen appears. 2. In the COR field, type 7 and press ENTER to save your changes. 3. To change from FRL 0 to FRL 7, type change cor 7 and press RETURN. The Class of Restriction screen appears. 4. In the FRL field, type 7 and press ENTER to save your changes. Now all users with COR 7 will have the highest level of calling permissions. Assigning ARS FAC Be sure the ARS Feature Access Code (FAC) is set up on your system. In the U.S., 9 is usually the ARS FAC. Users dial 9 to make an outgoing call. When a user dials 9 to access ARS and make an outgoing call, the ARS access code 9 is dropped before digit analysis takes place. will not be part of the digit analysis.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Routing outgoing calls 175 Displaying ARS analysis information 8 Instructions To assign the ARS FAC: 1. Type change dialplan and press ENTER. The Dial Plan Record screen appears. 2. Move to the 9 row and type fac in the first column. Press ENTER to save your changes. 3. Type change features and press ENTER. The Feature Access Code screen appears. 4. Type 9 in the ARS - access code field and press ENTER to save your changes. Displaying ARS analysis information Instructions You’ll want to become familiar with how your system currently routes outgoing calls. To display the ARS Digit Analysis Table that controls how the system routes calls that begin with 1: 1. Type display ars analysis 1 and press RETURN. The ARS Digit Analysis Table for dialed strings that begin with 1 appears. Note that the switch displays only as many dialed strings as can fit on one screen at a time. To see all the dialed strings that are defined for your system, run an ARS Digit Analysis report: 1. Type list ars analysis and press RETURN. The ARS Digit Analysis Report appears. You may want to print this report to keep in your paper records. Understanding ARS analysis With ARS, the switch checks the digits in the number called against the ARS Digit Analysis Table to determine how to handle the dialed digits. Your switch also uses Class of Restriction (COR) and Facility Restriction Level (FRL) to determine the calling privileges. Let’s look at a very simple AAR and ARS Digit Analysis Table . Your system likely has more defined dialed strings than our example.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Routing outgoing calls 176 Understanding ARS analysis 8 The far-left column of the ARS Digit Analysis Table lists the first digits in the dialed string. When a user makes an outgoing call, the system analyzes the digits, looks for a match in the table, and uses the information in the matching row to determine how to route the call. Let’s say a caller places a call to 1-303-233-1000. The switch matches the dialed digits with those in the first column of the table. In this example, the dialed string matches the ‘1’. Then the systems matches the length of the entire dialed string (11 digits) to the minimum and maximum length columns. In our example, the 11-digit call that started with 1 follows route pattern 30 as an fnpa call. Tip: The first dialed digit for an external call is often an access code. If ‘9’ is defined as the ARS access code, the switch drops this digit and analyzes the remaining digits with the ARS Analysis Table. The Route Pattern points to the route that handles the calls that match this dial string. Call Type tells what kind of call is made with this dial string. Call type helps the switch decide how to handle the dialed string. Examples of digit conversion Your system uses the AAR or ARS Digit Conversion Table to change a dialed number for more efficient routing. Digits may be inserted or deleted from the dialed number. For instance, you can tell the switch to delete a 1 and an area code on calls to one of your locations, and avoid long-distance charges by routing the call over your private network. ARS DIGIT ANALYSIS TABLE Location: all Percent Full: 6 Dialed Total Route Call Node ANI String Min Max Pattern Type Num Req 1____________________1 1 12 svcl ___ n 1____________________11_ 11 ____30 fnpa ___ n 1____________________12_ 23____ 17 intl ___ n 10xxx________________5 _ 5 ____ deny op ___ n 1800_________________11_ 11____ 30 fnpa ___ n 2____________________7 _ 7 ____ 2 hnpa ___ n 3____________________7 _ 7 ____ 2 hnpa ___ n 4____________________7 _ 7 ____ 2 hnpa ___ n 5____________________7 _ 7 ____ 2 hnpa ___ n 6____________________7 _ 7 ____ 2 hnpa ___ n 7____________________7 _ 7 ____ 2 hnpa ___ n