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Lucent Technologies DEFINITY Enterprise Communications Server Release 8.2 Instructions Manual
Lucent Technologies DEFINITY Enterprise Communications Server Release 8.2 Instructions Manual
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DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Handling incoming calls 167 Managing hunt groups 7 Setting up a queue You can tell your switch how to handle a hunt-group call when it cannot be answered right away. The call waits in a “queue.” Let’s tell the switch that up to 10 calls can wait in the queue, but that you want to be notified if a call waits for more than 30 seconds. You also want the switch to send a warning when 5 or more calls are waiting in the queue. This warning flashes queue-status buttons on phones that have a status button for this hunt group. When the buttons flash, everyone answering these calls can see that the help-line calls need more attention. Instructions To set up our helpline queue: 1. Type change hunt-group n and press RETURN, where n is the number of the hunt group to change. In our example, type change hunt-group 5. The Hunt Group screen appears. 2. In the Queue field, type y. 3. In the Queue Length field, type the maximum number of calls that you want to wait in the queue. In our example, type 10. Page 1 of X HUNT GROUP Group Name: internal helpline Group Number: 5 Group Extension: 1200 Group Type: ucd-loa MM Early Answer? _ Skill? _ ACD? Queue? y Vector? _ AAS? _ Security Code: ____ COR: ISDN Caller Disp: ________ TN: _ Measured: ________ Supervisor: Extension: ____ Controlling Adjunct: ____ Multiple Call Handling: __________ Objective: ____ Queue Length: 10 Calls Warning Threshold: 5 Calls Warning Port: __ Time Warning Threshold: 30 Time Warning Port: __ Redirect on No Answer (rings): _ Redirect to VDN: _ Forced Entry of Stroke Counts or Call Work Codes? _
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Handling incoming calls 168 Managing hunt groups 7 4. In the Calls Waiting Threshold field, type the maximum number of calls that can be in the queue before the system flashes the queue status buttons. In our example, type 5. 5. In the Time Warning Threshold field, type the maximum number of seconds you want a call to wait in the queue before the system flashes the queue status buttons. In our example, type 30. 6. Press ENTER to save your changes. Adding hunt group announcements You can add recorded announcements to a hunt group queue. Use announcements to encourage callers to stay on the line or to provide callers with information. You can define how long a call remains in the queue before the caller hears an announcement. Refer to ‘‘ Recording announcements’’ on page 382 for information on how to record an announcement. Let’s add an announcement to our internal helpline. We want the caller to hear an announcement after 20 seconds in the queue, or after approximately 4 or 5 rings. Our announcement is already recorded and assigned to extension 1234. Tip: You can use display announcements to find the extensions of your recorded announcements.
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Instructions
To add an announcement to our helpline queue:
1. Type
change hunt-group n and press RETURN, where n is the number of
the hunt group to change.
In our example, type
change hunt-group 5.
The Hunt Group
screen appears.
2. Press
NEXT PAGE to find the First Announcement Extension field.
3. In the First Announcement Extension field, type the extension of the
announcement you want callers to hear.
In our example, type
1234.
4. In the First Announcement Delay (sec) field, type the number of seconds
you want the caller to wait before hearing the first announcement.
In our example, type
20.
Tip:
If you set the delay announcement interval to 0, callers automatically
hear the announcement before anything else. This is called a “forced
first announcement.”
5. Press
ENTER to save your changes.
You can use the same announcement for more than one hunt group.
change hunt-group 1 Page 3 of 39
HUNT GROUP
Message Center: ________
AUDIX Extension: ____
Message Center AUDIX Name: ______
Primary? _
Calling Party Number to INTUITY AUDIX? _
LWC Reception: _______
AUDIX Name: _______
Messaging Server Name: _______
First Announcement Extension: _____ Delay (sec): __
Second Announcement Extension: _____ Delay (sec): __ Recurring? _
HUNT GROUP
Message Center: ________
AUDIX Extension: ____
Message Center AUDIX Name: ______
Primary? _
Calling Party Number to INTUITY AUDIX? _
LWC Reception: _______
AUDIX Name: _______
Messaging Server Name: _______
First Announcement Extension: 1234 Delay (sec): 20
Second Announcement Extension: _____ Delay (sec): __ Recurring? _
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Handling incoming calls 170 Managing vectors and VDNs 7 Managing vectors and VDNs This section provides an introduction to vectors and Vector Directory Numbers (VDN). It gives you basic instructions for writing simple vectors. !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. This section references announcements, hunt groups, queues, splits, and skills, which are covered in detail in other sections of this book. You can also find information about these topics in the DEFINITY ECS Call Vectoring/EAS Guide. What are vectors? A vector is a series of commands that you design to tell the system how to handle incoming calls. A vector can contain up to 32 steps and allows customized and personalized call routing and treatment. Use call vectoring to: nplay multiple announcements nroute calls to internal and external destinations ncollect and respond to dialed information Tip: The vector follows the commands in each step in order. The vector “reads” the step and follows the command if the conditions are correct. If the command cannot be followed, the vector skips the step and reads the next step. Your system can handle calls based on a number of conditions, including the number of calls in a queue, how long a call has been waiting, the time of day, day of the week, and changes in call traffic or staffing conditions. Writing vectors Writing vectors is easy, but we recommend that you set up and test your vectors before you use them across the system. We’ll write a vector to handle calls to our main number. It is the first vector so we’ll use number 1. Tip: Use list vector to see a list of existing vectors.
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Before you start
nOn the System Parameters Customer-Options screen, verify the Basic Call
Vectoring field is y. If not, contact your Lucent representative.
nTo provide announcements, you need an Announcement circuit pack. Refer
to DEFINITY ECS System Description for more information on the circuit
pack.
nUse one of the following:
nTone Clock with Call Classifier - Tone Detector circuit pack.
nCall Classifier - Detector circuit pack.
Instructions
To write a vector:
1. Type
change vector 1 and press RETURN.
The Call Vector
screen appears.
The vector Number field on the left side of the screen is filled in
automatically.
2. In the Name field, type a description for the vector.
In our example, type
main number calls.
Tip:
The information in the heading of the Call Vector screen is display
only. Use
display system-parameters customer-options to see the
features that are turned on in your switch.
CALL VECTOR
Number: 1 Name: main number calls ______ Multimedia? n Lock? n
Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n
01 ____________
02 ____________
03 ____________
04 ____________
05 ____________
06 ____________
07 ____________
08 ____________
09 ____________
10 ____________
11 ____________
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3. Type your vector steps in the numbered column on the left of the screen.
Tip:
When you type in your vector steps, the switch automatically
completes some of the vector step information for you. For example,
if you type “q” in a vector step field, the switch fills in “queue-to.”
Also, additional fields appear when you complete a field and press
TA B. This makes it very easy to type in your vector steps.
Now that vector 1 is set up, let’s add a vector step to it to tell the switch how to
handle the calls to our main number.
Putting a call in a queue
Write a vector so that calls that come into the main business number redirect to a
queue.
We’ll use a vector-controlled hunt group for the main number queue. This hunt
group was set up as main split 47. When calls first arrive, all calls to our main
number should be queued as “pri 1” for low priority.
To queue calls, write the following vector (step 2). (Please note, we started our
example on step 2 because step 1 is used later in this chapter.)
Tip:
Remember, the switch automatically fills in some of the information when
you type your vector step and press
TA B.
CALL VECTOR
Number: 1 Name: main number calls ______ Multimedia? n Lock? n
Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n
01 ____________
02
queue-to main split 47 pri 1 03 ____________
04 ____________
05 ____________
06 ____________
07 ____________
08 ____________
09 ____________
10 ____________
11 ____________
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Playing an announcement
Write a vector to play an announcement for callers in a queue. Use the
announcement to ask callers to wait. You need to record the announcement before
the vector can use it.
Let’s play our announcement 4001, asking the caller to wait, then play music for
60 seconds, then repeat the announcement and music until the call is answered.
The
goto command creates the loop to repeat the announcement and the music.
Unconditionally means under all conditions.
Tip:
Rather than loop your vectors directly back to the announcement step, go to
the previous queue-to step. This way, if for some reason the call does not
queue the first time, the switch can attempt to queue the call again. If the
call successfully queued the first time though, it merely skips the queue-to
step and plays the announcement. The system cannot queue a call more than
once in the exact same priority level.
To play and repeat an announcement, write this vector (steps 3-5):
Routing based on time of day
Write a vector for calls that come in after your office closes.
Assume that your business is open 7 days a week, from 8:00 a.m. to 5:00 p.m.
When calls come in after business hours, you want to play your announcement
4002, which states that the office is closed and asks callers to call back during
normal hours. Write the vector so the call disconnects after the announcement is
played.
CALL VECTOR
Number: 1 Name: main number calls ______ Multimedia? n Lock? n
Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n
01 ____________
02 queue-to main split 47 pri 1
03
announcement 4001 (All agents are busy, please wait...)04wait-time 60 secs hearing music05goto step 2 if unconditionally06 ____________
07 ____________
08 ____________
09 ____________
10 ____________
11 ____________
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For after hours treatment, write this vector (steps 1, 6, and 7):
If the
goto command in step 5 fails, the switch goes to the next step. The stop in
step 6 prevents callers from incorrectly hearing the “office is closed”
announcement in step 7.
Stop keeps the call in the state it was in before the
command failed. In this case, if step 5 fails, the call remains in step 4 and the
caller continues to hear music.
!CAUTION:
Add a stop vector step only after calls are routed to a queue. If a stop
vector is executed for a call not in queue, the call drops.
CALL VECTOR
Number: 1 Name: main number calls ______ Multimedia? n Lock? n
Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n
01
goto step 7 if time-of-day is all 17:00 to all 8:00 02 queue-to main split 47 pri 1
03 announcement 4001 (All agents are busy, please wait...)
04 wait-time 60 secs hearing music
05 goto step 2 if unconditionally
06
stop07disconnect after announcement 4002 (“We’re sorry, our office is closed...“)08 ____________
09 ____________
10 ____________
11 ____________
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Allowing callers to leave a message
Write a vector that allows callers to leave messages. This type of vector uses a
hunt group called a messaging split. For our example, we send after-hours calls to
the voice mailbox at extension 2000 and use messaging split 99.
Once the vector routes a call to the mailbox, the caller hears a greeting (that was
recorded with the voice mail for mailbox 2000) that tells them they can leave a
message.
To let callers leave messages, write this vector (step 7):
Redirecting calls during an emergency or holiday
You can provide a quick way for a supervisor or agent to redirect calls during an
emergency or holiday. Use a special mailbox where you can easily change
announcements. This vector is also an alternative to making sure all agents log out
before leaving their phones.
In our example, no agents are normally logged in to split 10. We’ll use split 10 for
an emergency. We preset buttons on our agents’ phones so people with these
phones can log in at the touch of a button.
CALL VECTOR
Number: 1 Name: main number calls ______ Multimedia? n Lock? n
Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n
01 goto step 7 if time-of-day is all 17:00 to all 8:00
02 queue-to main split 47 pri 1
03 announcement 4001 (All agents are busy, please wait...)
04 wait-time 60 secs hearing music
05 goto step 2 if unconditionally
06 stop
07
messaging split 99 for extension 200008 ____________
09 ____________
10 ____________
11 ____________
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To quickly redirect calls:
1.Create a special mailbox with the appropriate announcement such as “We
are unable to answer your call at this time” or “Today is a holiday, please
call back tomorrow.”
In our example, we recorded the mailbox greeting for extension 2001.
2. Insert the following bold steps (steps 1, 10, and 11).
Refer to ‘‘
Inserting a step’’ on page 177 for more information.
When there is an emergency, fire drill, or holiday, the supervisor or agent logs into
this split.
When an agent logs into split 10, the system looks at vector step 1, sees that more
than 0 people are logged into split 10, and sends calls to step 10 (which sends to
messaging split 99).
When your business returns to normal and the agent logs out of split 10, call
handling returns to normal.
Giving callers additional choices
You can give your callers a list of options when they call. Your vector tells the
switch to play an announcement that contains the choices. The switch collects the
digits the caller dials in response to the announcement and routes the call
accordingly.
We’ll create a vector that plays an announcement, then lets callers dial an
extension or wait in the queue for an attendant.
CALL VECTOR
Number: 1 Name: main number calls ______ Multimedia? n Lock? n
Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n
01
goto step 10 if staff agents split 10 > 002 goto step 8 if time-of-day is all 17:00 to all 8:00
03 queue-to main split 47 pri 1
04 announcement 4001 (All agents are busy, please wait...)
05 wait-time 60 secs hearing music
06 goto step 2 if unconditionally
07 stop
08 messaging split 99 for extension 2000
09 stop
10
messaging split 99 for extension 200111stop