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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
717 Hunt Group
17
Field description for page 2
Page 2 of the Hunt group screen appears only when the ACD field on page 1 is
y.
If the ACD field is
n, page 3 becomes page 2 and all subsequent page numbers are
decreased by one.
The Timed ACW Interval field appears only if, on the System-Parameters
Customer-Option screen, the Timed ACW field on page 3 is
y.
The following screen shows Field descriptions for page 2 with all fields
appearing.
Screen 102. Hunt Group screen
Screen 103. Hunt Group screen when Queue and Vector are n
change hunt-group x Page 2 of X
HUNT GROUP
Skill? _ Acceptable Service Level (sec): ___
AAS? _ Expected Call Handling Time (sec): ___
Measured: ______ VuStats Objective: ____
Supervisor Extension: ____ Timed ACW Interval (sec): ___
Priority on Intraflow? _ Service Level Supervisor? _
Inflow Threshold (sec): ____ Level 1 Threshold (sec): ___
Controlling Adjunct: ____ Level 2 Threshold (sec): ___
Adjunct Link Extension: ____
Multiple Call Handling: ___________ Redirect on No Answer (rings): ___
Redirect to VDN: _____
Forced Entry of Stroke Counts or Call Work Codes? _
change hunt-group x Page 2 of X
HUNT GROUP
Skill? _ Acceptable Service Level (sec): ___
AAS? _
Measured: ____
Supervisor Extension: ____
Priority on Intraflow? _
Inflow Threshold (sec): __
Controlling Adjunct: ____
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
Screen reference
718 Hunt Group
17
Screen 104. Hunt Group screen when Vector is n and Queue is y
Screen 105. Hunt Group screen when Queue and Vector are y
Skill
Only appears if, on the System-Parameters Customer-Options screen, the Expert
Agent Selection field is
y.
If this field is
y, then the Group Type field must be ucd or ead.
Valid entries Usage
y/n
Enter y if this hunt group is to be an EAS skill.
change hunt-group x Page 2 of X
HUNT GROUP
Skill?
Acceptable Service Level (sec): ___
AAS? _
Measured: ______
Supervisor Extension: ____
Controlling Adjunct: ____
Redirect on No Answer (rings): ___
Redirect to VDN: _____
Forced Entry of Stroke Counts or Call Work Codes? _
change hunt-group x Page 2 of X
HUNT GROUP
Skill?
Acceptable Service Level (sec): ___
AAS? _
Measured: internal
Supervisor Extension: ____
Controlling Adjunct: ____
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 Screen reference 719 Hunt Group 17 Acceptable Service Level (sec) Enter the number of seconds within which calls to this hunt group should be answered. This allows BCMS and/or VuStats to report a percentage of calls that were answered within the specified time. This entry is also used by the CentreVu® Advocate Service Objective feature. AAS Appears when the ACD field is y. Expected Call Handling Time (sec) Appears only if, on the System-Parameters Customer-Options screen, either the Vectoring (Advanced Routing) or CentreVu Advocate field is y. Valid entries Usage 0 through 9999 seconds Valid entries Usage y/n Enter y if this hunt group is to serve as an Auto-Available Split. Valid entries Usage 1 to 9999Establishes the number of seconds for expected call handling. This value is used to initialize Expected Wait Time and is also used by the CentreVu® Advocate Percent Allocation feature.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Screen reference 720 Hunt Group 17 Measured Provides measurement data for the ACD split/skill collected (internal to the switch) for VuStats or BCMS. This measurement data is collected for VuStats and BCMS only if, on the System-Parameters Customer-Options screen, they are y. VuStats Objective Enter a numerical user-defined objective. An objective is a split or skill goal for the call. This could be an agent objective such as a specific number of calls handled or an average talk time. The objective could also be a percent within the service level. The objective appears on the VuStats display and allows agents and supervisors to compare the current performance against the value of the objective for the split or skill. You can use this value in a customized VuStats display format if, on the VuStats display format screen, the Object Type field is either agent, agent-extension, or split. This field appears only if, on the System-Parameters Customer-Options screen, the VuStats field is y and the Measured field is either internal or both. Valid entries Usage internal If you enter internal in this field and on the System-Parameters Customer-Options screen neither the VuStats or BCMS field is y, the system displays the following message: cannot be used; assign either BCMS or VuStats first Contact a Lucent representative to assist with any changes you want to make on the System-Parameters Customer-Options screen. externalProvides measurements made by the Call Management System (external to switch). bothProvides measurements collected both internally and externally. noneMeasurement reports for this hunt group are not required. Valid entries Usage 0-99999 Enter a split or skill objective.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Screen reference 721 Hunt Group 17 Supervisor Extension Timed ACW Interval (sec) When a value is entered in this field, an agent in auto-in work mode who receives an ACD call from this hunt group is placed automatically into After Call Work (ACW) when the call drops. Enter the number of seconds the agent should remain in ACW following the call. When the administered time is over, the agent automatically becomes available. Timed ACW cannot be administered if the hunt group is adjunct controlled, is an AUDIX Message Center, or is an auto-available split. The Timed ACW Interval field appears only if, on page 3 of the System Parameters Customer-Option screen, the Timed ACW field is y. Priority On Intraflow Does not appear if the Vector field is y. Service Level Supervisor Appears if, on the System Parameters Customer-Options screen, the CentreVu Advocate field is y and, on the Hunt Group screen, the ACD and Skill fields are y. For information on CentreVu® Advocate, please contact your Lucent Account Executive or refer to the CentreVu® Advocate User Guide. Valid entries Usage Enter the extension number (cannot be a VDN number) of the ACD split/skill supervisor that agents will reach when using the Assist feature Valid entries Usage 1-9999 The number of seconds the agent should remain in ACW following the call. Valid entries Usage y/n Enter y for calls intraflowing from this split to a covering split to be given priority over other calls waiting in the covering split queue. Valid entries Usage y/n Enter y to use Service Level Supervisor for this skill.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Screen reference 722 Hunt Group 17 Inflow Threshold Appears only when the Vector field is n and the Queue field is y. Enter the number of seconds that a call can remain in the queue before no more calls will be accepted by the queue. If 0 is entered, a call is redirected to this split/skill only if there is an available agent. Level 1 Threshold (sec) Enter the number of seconds corresponding to the Expected Wait Time (EWT) you want to set for this threshold. For example, if you enter 45 calls whose EWT exceeds 45 seconds will be classified as over threshold 1. This field is used with Service Level Supervisor and only appears if the Service Level Supervisor field is y. Controlling Adjunct If the controlling adjunct is a CONVERSANT voice system (requires an ASAI link), then enter asai in this field. (On the System-Parameters Customer-Option screen, the ASAI Interface and ASAI Proprietary Adjunct Links fields must be y for CallVisor ASAI capability.) Level 2 Threshold (sec) Enter the number of seconds corresponding to the Expected Wait Time (EWT) you want to set for this threshold. For example, if you enter 60 calls whose EWT exceeds 60 seconds will be classified as over threshold 2. This field is used with Service Level Supervisor and only appears if the Service Level Supervisor field is y. Adjunct Link Extension Appears when the Controlling Adjunct field is asai or adjli. Enter the appropriate ASAI Link extension. This field cannot be blank. Valid entries Usage none Indicates that members of the split/skill or hunt group are not controlled by an adjunct processor. asaiAll agent logins are controlled by an associated adjunct and logged-in agents can only use their data terminal keyboards to perform phone functions (for example, change work state). adjliASAI Proprietary Adjunct links
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Screen reference 723 Hunt Group 17 Multiple Call Handling Appears only if, on the System-Parameters Customer-Options screen, the Multiple Call Handling field is y and the ACD field on this screen is y. This field defines whether the hunt group can have multiple call handling capabilities, and if so, what type. Redirect on No Answer (rings) Enter the maximum number of rings before a call will redirect back to the split/skill, or to the administered VDN. Redirect to VDN To redirect a RONA call to a VDN instead of to the split/skill, enter the extension number of the VDN. The administered VDN must be on-premises and must be administered on the system. The VDN can specify a vector that will in turn route to an off-premises VDN. You cannot enter an extension in this field if the Redirection on No Answer (rings) field is blank. Direct Agent calls go to the agent’s coverage path if it is administered. If not, the calls go to a VDN. Valid entries Usage none Agents who are members of that split/skill can only receive an ACD call from that split/skill when the phone is idle. on-requestAgents in the Multiple Call Handling split/skill can place a non-ACD or an ACD call on hold and select an available work mode. A queued ACD split/skill or direct agent call then is routed to the agent. many-forcedAn ACD call is delivered automatically to an idle line appearance if the agent is in the Auto-In/Manual-In (MI/AI) work mode and an unrestricted line appearance is available. one-forcedAn ACD call is delivered automatically to an idle line appearance if the agent has no other ACD call on the station, is in the Auto-In/Manual-In (MI/AI) work mode, and an unrestricted line appearance is available. one-per-skillAn ACD call is delivered automatically to an idle line appearance if the agent has no other ACD call for that skill on the station, is in the Auto-In/Manual-In (MI/AI) work mode, and un unrestricted line appearance is available. Valid in an EAS environment and only when the Skill field is y. Valid entries Usage 1 to 20 blank Deactivates Redirect on No Answer.
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1.1
June 2000
Screen reference
724 Hunt Group
17
Forced Entry of Stroke Counts or Call Work
Codes
Appears only when the Controlling Adjunct field is
none.
Field description for page 3
Screen 106. Hunt Group screen
Message Center
Enter the type of messaging adjunct for the hunt group. Only one hunt group in
the System can be administered as
msa, one as audix, one as qsig-mwi, one as
fp-mwi, and one as rem-audix.
Valid entries Usage
y/n
Enter y so either a Stroke Count or Call Work Code must be
entered for each call answered by an agent when in the
Manual-In mode.
Valid entries Usage
msa
Messaging Server Adjunct
rem-audixDCS feature allowing AUDIX to be located on another switch
audixFor AUDIX located on this switch
qsig-mwiQSIG network allowing AUDIX to be located on another switch
fp-mwiPublic network allowing AUDIX to be located on another
switch; administrable only when the ISDN Feature Plus field on
the System-Parameters Customer-Options screen is
y
none
Indicates the hunt group does not serve as a message 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? _
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Screen reference 725 Hunt Group 17 AUDIX Extension Enter a valid Uniform Dial Plan (UDP) extension that identifies the AUDIX hunt group on the host switch used as the Message Center for this hunt group (supports the AUDIX In DCS arrangement). Appears when the Message Center field is rem-audix. Message Center MSA Name Enter the name of the Message Center MSA. When it appears, it replaces the Message Center AUDIX Name field. Only appears on G3r for hunt groups when the Message Center field is msa. Message Center AUDIX Name Enter the name of the Message Center AUDIX. Only appears on G3r for hunt groups when the Message Center field is audix or rem-audix Primary Only appears on G3r for hunt groups when the Message Center field is audix, rem-audix, or msa. Calling Party Number to INTUITY AUDIX Only appears when the Message Center field is audix or rem-audix. Valid entries Usage 4-digit Uniform Dial Plan (UDP) extension 5-digit Uniform Dial Plan (UDP) extension Valid entries Usage y/n Enter y to indicate that the specified AUDIX or Messaging Server is the primary adjunct. Valid entries Usage y/n Enter y to send the calling party number to INTUITY AUDIX.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Screen reference 726 Hunt Group 17 LWC Reception Defines the destination for Leave Word Calling (LWC) messages left for the hunt group. AUDIX Name Enter the name of the AUDIX machine as it appears on the Node Names screen. Only appears on G3r. Add the AUDIX name to the Node Names screen before entering it in this field. For more information on the Node Names screen, refer to DEFINITY ECS Administration for Network Connectivity. Messaging Server Name Enter the name of the messaging server machine as it appears on the Node Names screen. Only appears for G3r. Use the change node-names command to add the AUDIX name to the Node Names screen before entering it in this field. For more information on the Node Names screen, refer to DEFINITY ECS Administration for Network Connectivity. First Announcement Extension Appears when the Queue field is y. Does not appear if the Vector field is y. Valid entries Usage audix If LWC is attempted, the messages are stored in AUDIX. The Audix Name field must be filled in too. msa-speIf LWC is attempted, the messages are stored in the system processing element (spe). The Messaging Server Name field must be filled in too. none Valid entries Usage Enter a recorded announcement extension number.This is the announcement the caller receives after being in the queue for the time interval specified in First Announcement Delay. If the call hasn’t been answered after the announcement, the caller hears music (only after the first announcement) if Music-on-Hold is provided, or ringing for as long as it remains in the queue. If this is the forced first announcement, the caller always hears ringback after the announcement; otherwise, the caller hears music (if provided). blank Leaving this field blank indicates there will be no announcement.