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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 Screen reference 687 Feature-Related System Parameters 17 Converse First Data Delay/Second Data Delay The First Data Delay prevents data from being outpulsed (as a result of a converse vector step) from the system to CONVERSANT before CONVERSANT is ready. The delay commences when the CONVERSANT port answers the call. The Second Data Delay is used when two groups of digits are being outpulsed (as a result of a converse vector step) from the system to CONVERSANT. The Second Data Delay prevents the second set from being outpulsed before CONVERSANT is ready. The delay commences when the first group of digits has been outpulsed. Only appears if Vectoring (Basic) on the System-Parameters Customer-Options screen is y. Converse Signaling Tone/Pause Only appears if Vectoring (Basic) and DTMF on the System-Parameters Customer-Options screen are y. In the Signaling Tone field, enter the length in milliseconds of the digit tone for digits being passed to the CONVERSANT. In the Pause field, enter the length in milliseconds of the delay between digits being passed. The optimum timers for the CONVERSANT are a 100 msec tone and 70 msec pause. Valid entries Usage 0 to 9Number of seconds for the delay. Valid entries Usage 40 to 2550 (in increments of 10). Values entered in the Tone/Pause fields are rounded up or down depending upon the type of circuit pack used to outpulse the digits. nTN742B or later suffix analog board — Tone and pause round up or down to the nearest 25 msecs. For example a 130 msec tone rounds down to 125 msecs, a 70 msec pause rounds up to 75 msec for a total of 200 msecs per tone. nTN464F, TN767E or later suffix DS1 boards — Tone and pause round up to the nearest 20 msecs. For example a 130 msec tone rounds up to 140 msecs, a 70 msec pause rounds up to 80 msecs for a total of 220 msecs per tone. If a circuit pack has been used for end-to-end signalling to the CONVERSANT, and has then been used to send digits to a different destination, the CONVERSANT timers may stay in effect. To reset your timers to the system default, pull and reseat the circuit pack. 100
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Screen reference 688 Feature-Related System Parameters 17 Prompting Timeout (secs) Enter the number of seconds before the Collect Digits command times out for callers using rotary dialing. Only appears if Vectoring (Prompting) on the System-Parameters Customer-Options screen is y. Interflow-qpos EWT Threshold Part of enhanced Look-Ahead Interflow. Any calls predicted to be answered before this threshold will not be interflowed (therefore saving CPU resources). Service Observing Warning Tone Service Observing (Basic) on the System-Parameters Customer-Options screen must be y before this field may be administered. !CAUTION: The use of Service Observing features may be subject to federal, state, or local laws, rules or regulations or require the consent of one or both of the parties to the conversation. Customers should familiarize themselves and comply with all applicable laws, rules, and regulations before using these features. Call Classification After Answer Supervision? For use with ASAI Outbound Call Management (OCM). Valid entries Usage 4 to 10 Valid entries Usage 0 –9Number of seconds for this threshold Valid entries Usage y/n Enter y to assign a warning tone to be given to telephone users and calling parties whenever their calls are being monitored using the Service Observing feature. Valid entries Usage y/n Enter y to force the switch to rely on the network to provide answer/busy/drop classification to the switch. After the call has been answered, a call classifier can be added to perform answering machine, modem and voice answering detection.
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1.1
June 2000
Screen reference
689 Feature-Related System Parameters
17
Send UCID to ASAI
Field descriptions for page 9
Screen 93. Feature-Related System Parameters screen
Agent and Call Selection Parameters:
MIA Across Splits or Skills?
ACW Agents Considered Idle
Valid entries Usage
y/n
Enter y to enable transmission of Universal Call ID (UCID)
information to ASAI.
Valid entries Usage
y/n
Enter y to remove an agent from the MIA queue for all the
splits/skills/hunt groups that he or she is available in when the
agent answers a call from any of his or her splits/skills/hunt
groups.
Valid entries Usage
y/n
Enter y to have agents who are in After Call Work included in
the Most-Idle Agent queue. This means that ACW is counted
as idle time. Enter
n to exclude ACW agents from the queue.
change system-parameters features Page 9 of 10
FEATURE-RELATED SYSTEM PARAMETERS
CALL CENTER SYSTEM PARAMETERS
AGENT AND CALL SELECTION
MIA Across Splits or Skills? n
ACW Agents Considered Idle? y
Call Selection Measurement: current-wait-time
Service Level Supervisor Call Selection Override? y
REASON CODES
Aux Work Reason Code Type: none
Logout Reason Code Type: none
CALL MANAGEMENT SYSTEM
Adjunct CMS Release:
ACD Login Identification Length: 0
BCMS/VuStats Measurement Interval: hour
BCMS/VuStats Abandon Call Timer (seconds):
Validate BCMS/VuStats Login IDs? n
Clear VuStats Shift Data: on-login
Remove Inactive BCMS/VuStats Agents? n
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Screen reference 690 Feature-Related System Parameters 17 Call Selection Measurement This field determines how DEFINITY ECS selects a call for an agent when the agent becomes available and there are calls in queue. For information on CentreVu ® Advocate, please contact your Lucent Account Executive or see the CentreVu® Advocate User Guide (585-215-855). Service Level Supervisor Call Selection Override This field determines whether DEFINITY ECS changes agents’ call handling preferences when a skill using Service Level Supervisor exceeds its Level 1 threshold. For information on CentreVu ® Advocate, please contact your Lucent Account Executive or see the CentreVu® Advocate User Guide (585-215-855). Valid entries Usage current-wait- time Current Wait Time selects the oldest call waiting for any of the agent’s skills. predicted-wait- time .Predicted Wait Time is a feature of CentreVu ® Advocate. Valid entries Usage y Enter y if you want to override the normal call handling preferences of a skill’s assigned agents in this situation. nEnter n if you do not want to override agents’ normal call handling preferences when the skill exceeds its Level 1 threshold. Service Level Supervisor requires Expert Agent Selection and CentreVu ® Advocate.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Screen reference 691 Feature-Related System Parameters 17 Reason Codes Parameters Aux Work Reason Code Type Logout Reason Code Type Valid entries Usage none Enter none if you do not want an agent to enter a Reason Code when entering AUX work. requestedEnter requested if you want an agent to enter a Reason Code when entering AUX mode but do not want to force the agent to do so. To enter requested the Reason Codes and EAS on the System-Parameters Customer-Option screen must be y. forcedEnter forced to force an agent to enter a Reason Code when entering AUX mode. To enter forced, the Reason Codes and EAS on the System-Parameters Customer-Option screen must be y. Valid entries Usage none Enter none if you do not want an agent to enter a Reason Code when logging out. requestedEnter requested if you want an agent to enter a Reason Code when logging out but do not want to force the agent to do so. To enter requested the Reason Codes and EAS on the System-Parameters Customer-Option screen must be y. forcedEnter forced to force an agent to enter a Reason Code when logging out. Enter forced to force an agent to enter a Reason Code when entering AUX mode. To enter forced, the Reason Codes and EAS on the System-Parameters Customer-Option screen must be y.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Screen reference 692 Feature-Related System Parameters 17 Call Management System Parameters: Adjunct CMS Release Specifies the release of the CMS adjunct used with the system. ACD Login Identification Length Enter the number of digits for an ACD Agent Login ID if Expert Agent Selection (EAS) on the System-Parameters Customer-Options screen is n. If BCMS/VuStats Login IDs is y, the ACD Login ID length must be greater than 0. This field identifies an ACD agent to CMS. The number you enter in this field must equal the number of characters in the agent’s login ID. BCMS/VuStats Measurement Interval You can enter half-hour or hour for polling and reporting measurement data if the BCMS (Basic) and/or the VuStats on the System-Parameters Customer-Options screen is y. Valid entries Usage R2 R3 R3V2 R3V4 R3V5 R3V6 blank For CMS, this field cannot be blank. Valid entries Usage 0 –9For CMS, this field cannot be 0. Valid entries Usage half-hour There are a maximum of 25 time slots available for measurement intervals. If hour is specified, an entire day of traffic information will be available for history reports; otherwise, only half a day will be available. This does not affect daily summaries as they always reflect traffic information for the entire day. The interval may be changed at any time, but will not go into effect until the current interval completes.hour
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1.1
June 2000
Screen reference
693 Feature-Related System Parameters
17
BCMS/VuStats Abandon Call Timer (seconds)
Specifies the number of seconds before calls are considered abandoned. Calls
with talk time that is less than this number (and that are not held) are tracked by
BCMS and displayed by VuStats as ABAND calls.
Validate BCMS/VuStats Login IDs
Clear VuStats Shift Data
Remove Inactive BCMS/VuStats Agents
If option yes is used, agents are removed from reports when they have no staff
time during the previous 7 days. If option no is used, the agents remain on the
report even if they have no staff time for any period of time.
Field descriptions for page 10
Screen 94. Feature-Related System Parameters screenValid entries Usage
1
–10
Valid entries Usage
y
Enter y to allow entry only of login-IDs that have been entered
on the BCMS Login-ID screen.
n Enter n to allow entry of any ACD login of the proper length.
Valid entries Usage
on-login
Enter on-login to clear shift data for an agent when the agent
logs in.
at-midnightEnter at-midnight to clear shift data for all agents at midnight.
change system-parameters features Page 10 of
10
FEATURE-RELATED SYSTEM PARAMETERS
AUTOMATIC EXCLUSION PARAMETERS
Automatic Exclusion by COS? y
Automatic Exclusion Coverage/Hold? y
Automatic Exclusion with Whisper Page? y
Recall Rotary Digit: 2
Password to Change COR by FAC: *
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Screen reference 694 Feature-Related System Parameters 17 Automatic Exclusion by COS Activates automatic exclusion automatically by class of service when a user goes off hook on a station with an assigned EXCLUSION button. This works only for stations on the local switch. Automatic Exclusion Coverage/Hold Appears when Automatic Exclusion by COS field is y. Automatic Exclusion with Whisper Page Appears when Automatic Exclusion by COS field is y. Recall Rotary Digit This establishes the digit to use for rotary phones to receive recall dial tone. Dialing this digit simulates switch hook flash so that users of rotary phones can use features such as conference and transfer. The phone must also be administered to use the recall rotary digit. Valid entries Usage y Enables automatic exclusion by a class of service. nExclusion operates normally. See Exclusion on ‘‘Telephone feature buttons’’ on page 71 for more information. Valid entries Usage y The principal can bridge onto the call by pressing the appropriate bridged appearance button. And, if the coverage point places the exclusion call on hold, the principal can retrieve the call. nIf a coverage point has answered a call and there is active exclusion on the call, the principal cannot bridge onto the call. And, if the coverage point places the exclusion call on hold, the principal cannot retrieve the call. Valid entries Usage y The whisper page goes through to an excluded call. nThe whisper page is denied when a station attempts to whisper page to a station that is on an excluded call. Valid entries Usage 0–9 Enter the digit users can dial to generate recall dial tone. Use a number that is not the first digit in normal dialing patterns.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Screen reference 695 Group Paging Using Speakerphone 17 Password to Change COR by FAC Appears if, on the System-Parameters Customer-Options screen, the Change COR by FAC field is y. Lucent recommends using this password option. Group Paging Using Speakerphone Use this screen to assign digital speakerphones to a paging group. Users can page all the phones in the group simultaneously by dialing the group’s extension. Screen 95. Group Paging Using Speakerphone screen Group Number This field displays the identifying number the switch assigns to the group when it is created. Group Extension Valid entries Usage 4 - 8 digits Requires the password option. blank Disables the password option. Valid entries Usage An extension numberAssign the extension users will dial to page the members of this group. add group-page next Page 1 of 1 GROUP PAGING USING SPEAKERPHONE Group Number: 1 Group Extension: 3210 Group Name: Sales staff COR: 5 GROUP MEMBER ASSIGNMENTS Ext Name Ext Name 1: 2009 B. Smith 17: 2: 2010 R. Munoz 18: 3: 2011 Y. Lu 19: 4: 2012 A. Sullivan 20: 5: 21: 6: 22: 7: 23: 8: 24: 9: 25: 10: 26: 11: 27: 12: 28: 13: 29: 14: 30: 15: 31: 16: 32:
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Screen reference 696 Hospitality 17 Group Name COR Ext Name When you save your changes, the switch fills in this display field with the name assigned to each extension on the Station screen. Related topics Refer to ‘‘ Paging over speakerphones’’ on page 396 for complete instructions. Refer to ‘‘ Group paging’’ on page 1354 for a description of the feature. Hospitality This screen is used to implement the system parameters associated with the hospitality features. To use and administer the Hospitality-related features, Hospitality must be y on the System-Parameters Customer-Options screen. Contact your Lucent representative for assistance. Valid entries Usage 1 to 27 charactersEnter a name that’s informative to users, because it appears on callers’ phone displays when they page the group. Valid entries Usage 0 to 95Enter a class of restriction. In order to page the group, users’ class of restriction must give them calling permission for the group’s class of restriction. Valid entries Usage An extension numberAssign a phone to the group by entering its extension number in this field.