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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
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 vector 20.
To insert a new vector step in vector 20:
1. Type
change vector 20 and press RETURN.
The Call Vector
screen appears.
2. Press
EDIT.
3. Type
i followed by a space and the number of the step you want to add.
In our example, type
i 4.
4. Type the new vector step.
We’ll type
announcement 4005 (Please wait...).
5. Press
ENTER to save your changes.
Tip:
When you insert a new vector step, the system automatically renumbers the
rest of the vector steps and all references to the vector steps. The switch
inserts a “*” when the numbering needs more attention.
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
wait-time 0 seconds hearing music
02collect 4 digits after announcement 4004 (You have reached our company.
Please dial a 4-digit extension or wait for the attendant.)
03route-to digits with coverage y
04route-to number 0 with cov n if unconditionally
05stop06 ____________
07 ____________
08 ____________
09 ____________
10 ____________
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 ENTER. 4. Press ENTER to save your changes. Tip: When you delete a vector step, the system automatically renumbers the rest of the vector steps and all references to the vector steps. The switch inserts a “*” when the numbering needs more attention. More information Refer to DEFINITY ECS Call Vectoring/EAS Guide or DEFINITY BCS and Guestworks Call Vectoring/EAS Guide for more information. Automated Attendant competes with several features for ports on the Call Classifier — Detector circuit pack or equivalent. Refer to DEFINITY ECS System Description for more information on the circuit pack. Fixing problems If there is a problem with a vector, the switch records the error as a vector event. Vector events occur for a number of reasons including problems with a trunk, full queue slots, or the vector reaching the maximum 1000 steps allowed. Use display events to access the Event Report screen and see the event record. Use the event record to see why the vector failed.
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 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
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 1.1
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 queues calls to the sales department.
!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.
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 1.1
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 number.
In our example, type
11.
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.
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 1.1 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 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. 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 170 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 the DEFINITY BCS and Guestworks Call Vectoring/EAS Guide for more information on call vectoring and EAS.
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 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.
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.
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 1.1
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 for extension 6725 appears.
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 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 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 1.1 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 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.