Lucent Technologies DEFINITY Enterprise Communications Server Release 8.2 Overview Manual

DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
Call Center Features 
91  
7 —Call Center Features
DEFINITY Call Center applications are designed to efficiently connect each caller with 
the representative best suited to serve that caller. The DEFINITY ECS begins the process 
by capturing information about the caller even before the call is routed. That information 
is integrated with existing databases and the combined data is used to match caller to...

Call Center Features 
92  
DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
Figure 12. A DEFINITY Call Center
1Your Office Building8CentreVu Supervisor
2DEFINITY ECS9CallVisor Adjunct Switch 
Applications Interface
3Remote Agents Using DEFINITY 
Extender10INTUITY Conversant Voice 
Response System
4Remote Agents (Home Agent) 11Local Area Network
5Remote Call Center Using Look Ahead 
Interflow or Best Service Routing12Host Computer
6Local Agents Organized By...

DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
Call Center Features 
93 Automatic Call Distribution (ACD) 
Automatic Call Distribution (ACD)
ACD is the basic building block for Call Center applications. ACD offers you a method for 
distributing incoming calls efficiently and equitably among available agents. With ACD, 
incoming calls can be directed to the first idle or most idle agent within a group of agents. 
Agents in an ACD environment are assigned to...

Call Center Features 
94 Automatic Call Distribution (ACD) 
DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
Figure 13. A Basic Example of Automatic Call Distribution
1DEFINITY ECS5Group C: General Information
2Incoming Lines6Queues
3Group A: Business Travel7Call Coverage to Group C
4Group B: Personal Travel8Voice Mail
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DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
Call Center Features 
95 Automatic Call Distribution (ACD) 
Agent Call Handling
Allows you to administer functions that ACD agents use when handling incoming calls. 
You define specific agent capabilities and can plan capacities based on those capabilities. 
The same list of agent capabilities are also supported through the CallVisor 
Adjunct/Switch Applications Interface (ASAI). 
Multiple Call Handling...

Call Center Features 
96 Automatic Call Distribution (ACD) 
DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
to develop more precise staffing forecasting models or use it with schedule-adherence 
packages to ensure that agents are performing scheduled activities at the scheduled 
time. You must have Expert Agent Selection (EAS) enabled to use reason codes.
Call Center Release Control
Determines which features are active on your switch. Call Center Release...

DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
Call Center Features 
97 Automatic Call Distribution (ACD) 
Enhanced information forwarding allows Call Center related information to be passed 
transparently over some public networks and non-QSIG or QSIG private networks using 
codeset 0 shared user-to-user information (UUI) (for non-QSIG) or QSIG 
Manufacturer-Specific Information (MSI). For more information about UUI, see 
‘‘User-to-User Information Over...

Call Center Features 
98 Automatic Call Distribution (ACD) 
DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
When answering a call, the answering agent will see the information (such as the name) 
associated with the VDN on their display and can respond to the call with knowledge of 
the dialed number. This operation provides Dialed-Number Identification Service (DNIS), 
allowing the agent to identify the purpose of the incoming call.
COR for VDN
Class of...

DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
Call Center Features 
99 Automatic Call Distribution (ACD) 
Call Prompting
Allows the system to collect information from the calling party and direct the calls via Call 
Vectoring. The caller is verbally prompted by the system and enters information in 
response to the prompts. This information is then used to redirect the call or handle the 
call in some other way (taking a message, for example). This feature...

Call Center Features 
100 Automatic Call Distribution (ACD) 
DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
This refined skill definition capability allows you to organize call handling based on 
customer, product, and language, for example.
Add/Remove Skills
Allows an agent using Expert Agent Selection to add or remove skills. A skill is a numeric 
identifier that refers to an agent’s specific ability. For example, an agent who speaks 
English and Spanish...