Lucent Technologies DEFINITY Enterprise Communications Server Release 8.2 Instructions Manual

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
177 Managing vectors and VDNs 
7
Please note, the following example of this “auto attendant” vector is a new vector 
and is not built on the vector we used in the previous example.
To let callers connect to an extension, write this kind of vector:
Inserting a step
It is easy to change a vector step and not have to retype the entire vector. Let’s add 
announcement 4005 between step 3 and step 4 in...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
178 Managing vectors and VDNs 
7
Deleting a step
To delete vector step 5 from vector 20:
1. Type 
change vector 20 and press RETURN.
The Call Vector
 screen appears.
2. Press 
EDIT.
3. Type 
d followed by a space and the number of the step you want to delete.
In our example, type 
d 5.
Tip:
You can delete a range of vector steps. For example, to delete steps 2 
through 5, type 
d 2-5 and press...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
179 Managing vectors and VDNs 
7
To view the Event Report:
1. Type 
display events and press RETURN.
The Event Report screen appears.
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 for more information.
3. Press 
ENTER to view the report.
The...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
180 Managing vectors and VDNs 
7
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...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
181 Managing vectors and VDNs 
7
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...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
182 Understanding Automatic Call Distribution 
7
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...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
183 Assigning a terminating extension group 
7
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...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
184 Assigning a terminating extension group 
7
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...

Routing outgoing calls 
185 World class routing 
8
DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 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...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Routing outgoing calls 
186 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...