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 
101 Automatic Call Distribution (ACD) 
This feature offers call management control and reporting at a low cost for Call Centers of 
up to 2000 agents. The BCMS collects and processes DEFINITY ECS’s ACD call data 
(up to seven days) within the system; an adjunct processor is not required to produce Call 
Management reports.
The following are the types of reports that can be generated:...

Call Center Features 
102 Automatic Call Distribution (ACD) 
DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
Dual Links to CMS
Provides an additional TCP/IP link to a separate CMS for full, duplicated CMS data 
collection functionality and High availability CMS configuration.  The same data is sent to 
both servers and the administration can be done from either server.  The ACD   data will 
be delivered over different network routes to prevent any data loss...

DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
Call Center Features 
103 Call Charge Information 
Reserve Agent Time in Queue Activation
This feature activates a reserve agent if a skill’s expected wait time (EWT) exceeds a 
pre-determined threshold or if the call’s time in the queue exceeds the administered 
Service Level Supervisor threshold. Reserve agents are then dropped off a skill only 
when both of the following conditions are met:
nThe EWT for the...

Call Center Features 
104 ASAI (Adjunct Switch Application Interface) 
DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
nPeriodic Pulse Metering — For non-ISDN trunks
Periodic Pulse Metering accumulates pulses transmitted from the public network at 
periodic intervals during an outgoing call. At the end of the call, the number of 
pulses collected is the basis for determining charges.
Call-charge information helps you to account for the cost of outgoing...

DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
Call Center Features 
105 CTI (Computer Telephony Integration) 
Flexible Billing is available in the U.S. for use with AT&T MultiQuest® 900 Vari-A-BillTM 
Service. Flexible billing requires a CallVisor Adjunct-Switch Application Interface and 
other application software. 
ASAI Pending Work Mode Change
Allows ASAI applications to change the current work mode of an agent while that agent is 
busy on a call. The...

Call Center Features 
106 ATM 
DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
AT M
ATM Trunking
Provides Call centers with an alternative to T1/E1 facilities for various private networking 
configurations
ATM WAN PNC
Enables you to merge together separate, geographically-dispersed DEFINITY ACDs into 
a single DEFINITY ACD. This can be done by interconnecting port networks over an ATM 
WA N.
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DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
Private Networking Features 
107 Private Network Access 
8 —Private Networking Features
Private Network Access
Allows calls to other systems in a private network. These calls do not use the public 
network. They are routed over your dedicated facilities.
Node Number Routing
Allows you to specify the route pattern associated with each node in a private network. It 
is a required capability for Extension Number...

Private Networking Features 
108 ATM-Circuit Emulation Service (ATM-CES) 
DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
ATM-Circuit Emulation Service 
(ATM-CES)
ATM-CES (Circuit-Emulation Service) lets the DEFINITY ECS emulate an ISDN-PRI 
trunk on an ATM facility. These virtual trunks can serve as integrated access, tandem, or 
tie trunks. ATM-CES trunk emulation maximizes port network capacities by consolidating 
trunking. For example, the CES interface...

DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
Private Networking Features 
109 Uniform Dial Plan (UDP) 
 
Figure 14. DEFINITY ECS as Part of a DCS
Uniform Dial Plan (UDP)
A unique four- or five-digit number assigned to each station on the network. Uniform 
numbering gives each station a unique number (location code plus extension) that can be 
used at any location in the Electronic Tandem Network to access that station. DEFINITY 
ECS enhances the standard...

Private Networking Features 
110 Uniform Dial Plan (UDP) 
DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
Attendant Features That Work Over the 
Network
nAttendant Control of Trunk Group Access
nAttendant Direct Trunk Group Selection
nPhone Displays
nDCS Busy Verification of Terminals and Trunks
nDCS Trunk Group Busy/Warning Indication
nAttendant Vectoring
Phone Features That Work Over the Network
nDCS Alphanumeric Display for Terminals
nDCS Attendant...