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:
nReal-time reports
— Agent Status
— System Status
— Vector Directory Number Status
nHistorical reports
— Agent
— Agent Summary
—Split
— Split Summary
— Trunk Group
— Vector Directory Number report
CentreVu Call Management System 
(CentreVu CMS)
The CentreVu Call Management System collects call traffic data, formats management 
reports, and provides an administration interface for Automatic Call Distribution (ACD)  on 
your DEFINITY ECS. It helps you manage the people, traffic load, and equipment in an 
ACD environment by answering such questions as:
nHow many calls are we handling?
nHow many callers abandon their calls before talking with an agent?
nAre all agents handling a fair share of the calling load?
nAre our lines busy often enough to warrant adding additional ones?
nHow has traffic changed in a given ACD hunt group over the past year?
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							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 from such conditions 
as ACD link failures, CMS hardware or software failures, CMS maintenance or CMS 
upgrades.
CMS Measurement of ATM
Provides the capability to externally measure ATM trunks on CMS. The CMS messages 
and reports are modified to support the expanded equipment location. 
VuStats
VuStats presents Basic Call Management System (BCMS) statistics on telephone 
displays. Agents, supervisors, Call Center managers, and other users can press a button 
and view statistics for agents, splits or skills, VDNs, and trunk groups. These statistics 
can help agents monitor their own performance or respond appropriately to the caller’s 
request.
Site Statistics for Remote Port Networks
Forwards location IDs to CMS to provide Call Center site-specific reports.
CentreVu Advocate
CentreVu Advocate is the collection of ECS features that provide new flexibility in the way 
a call is selected for an agent in a call surplus situation and in the way an agent is 
selected for a call. Instead of the traditional First-In, First-Out approach, The caller’s 
needs, potential business value and their desire to wait are looked at and then the system 
will decide which agents should be matched to the callers.
Call Selection Override per Skill
Call Selection override is determined by skill. Call Center Supervisors can override the 
normal call handling activity on particular skills only, or for the entire Call Center.
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							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 skill drops below both administered thresholds.
nThe head call’s time in queue no longer exceeds the Service Level Supervisor 
threshold.
Least Occupied Agent (LOA)
Distributes the calls evenly across all available agents to balance the workload among the 
agents with fewer skills and Agents with several skills. LOA solves the problem of agents 
who were bombarded with calls after logging into a skill at the start of a shift, while the 
agents who are already logged-in have maintained their current incoming call level.
Logged-In Advocate Agent Counting
Counts agents toward the Advocate agent limit if Service Objective, Percent Allocation, or 
a Reserved Skill is assigned to the agent’s login ID, or if one of the agent’s skills is 
assigned Least Occupied Agent or Service Level Supervisor.
Voice Response Integration (VRI)
Integrates Call Vectoring with the capabilities of voice response units such as the Lucent 
Technologies CONVERSANT Voice Information System. You can also integrate a voice 
response unit with ACD. All this provides a variety of advantages. For example, while a 
call is queued, a caller can listen to product information via an audiotext application or 
can complete an interactive voice-response transaction. It may be possible to resolve the 
caller’s questions while the call is queued, which helps reduce queuing time for other 
callers during peak times.
Call Charge Information
DEFINITY ECS provides two ways to know the approximate charge for outgoing calls:
nAdvice of Charge — For ISDN trunks
Advice of Charge collects charge information from the public network for each 
outgoing call. Charge advice is a number representing the cost of a call; it is 
recorded as either a charging or currency unit.
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							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 calls without waiting 
for the next bill from your network provider. This is especially important in countries where 
telephone bills are not itemized. You can also use this information to let employees know 
the cost of their phone calls, encouraging them to save money on toll calls.
ASAI (Adjunct Switch Application 
Interface)
CallVisor Adjunct Switch Application 
Interface (ASAI)
Links DEFINITY ECS and adjunct applications. The interface allows adjunct applications 
to access DEFINITY ECS features and supply routing information to the system. 
CallVisor ASAI improves ACD agents’ call handling efficiency by allowing an adjunct to 
monitor, initiate, control, and terminate calls on the switch. The CallVisor ASAI interface 
may be used for Inbound Call Management (ICM), Outbound Call Management (OCM), 
and office automation/messaging applications. It uses two transport types: ISDN-BRI 
transport (CallVisor ASAI-BRI) and LAN Gateway Transmission Control Protocol/Internet 
Protocol transport (DEFINITY LAN Gateway TCP/IP). CallVisor ASAI messages and 
procedures are based on the ITU-T Q.932 international standard for supplementary 
services.
Direct Agent Announcement
Direct Agent Announcement (DAA) enhances Direct Agent Calling capabilities for 
CallVisor Adjunct-Switch Application Interface (ASAI) and Expert Agent Selection (EAS). 
It plays an announcement to Direct Agent callers waiting in a queue.
Flexible Billing
Allows DEFINITY ECS or an adjunct to communicate with the public network using ISDN 
PRI messages to change the billing rate for an incoming 900-type call. Rate-change 
requests to specify a new billing rate can be made anytime after a call is answered and 
before it disconnects. 
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							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 change is a pending change that will take effect as soon as all the 
current calls are cleared. 
ASAI Trunk Group Identification
Provides ASAI applications with the capability to obtain Trunk Group information even 
when the Calling Party Number (CPN) is known.  ASAI will provide the Trunk Group 
information in the Event Reports for both inbound and outbound calls.  If the ANI is 
known, the Event Reports will contain the Trunk Group information and the CPN.
CTI (Computer Telephony Integration)
CentreVu Computer Telephony on MAPD-NT
Lucent developed a telephony server that provides a platform against which the 
Computer Telephony applications may run against to control a DEFINITY ECS switch. 
The Telephony applications supported include CallVisor PC, TSAPI and JTAPI. Provides 
one co-resident product for industry standard hardware and Operating System to be able 
to run in the ProLogix or DEFINITY ECS cabinet. Runs on Windows NT.
CentreVu IP Agent
This is a PC-based IP application that allows agents to use their PCs as phones. In 
addition to the traditional functionality of a standard DEFINITY phone (transfer, hold, 
conference, and so forth), IP Agent offers directory services, screen pops, call history, 
and agent mode history. 
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							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 Portability and is used in conjunction with 
Automatic Route Selection, AAR and ARS Partitioning, Private Networking, and Uniform 
Dial Plan. Uniform Dial Plan extensions can be routed to a specified node using its 
associated pattern. Node Number Routing allows a Uniform Dial Plan route pattern 
based on node numbers or on location codes. On the AAR and ARS Digit Analysis 
Tables, you also can specify a Node Number instead of a Route Pattern.
ATM-Port Network Connectivity 
(ATM-PNC)
ATM Port Network Connectivity (ATM-PNC) provides an alternative to either the direct 
connect or Center Stage Switch configurations for connecting the Processor Port 
Network (PPN) to one or more Expansion Port Networks (EPNs). ATM PNC replaces the 
Center Stage Switch in a DEFINITY R8r network with an Asynchronous Transfer Mode 
(ATM) switch. ATM PNC is available with all three DEFINITY ECS reliability options — 
standard, high, and critical.
ATM PNC integrates delivery of voice, video, and data via ATM over a common large 
bandwidth LAN, providing reduced infrastructure cost and improved network 
manageability. ATM PNC uses standards-based open interfaces that can be provisioned 
with either new or existing DEFINITY ECS systems and is ATM-ready for future 
expansion.
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							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 can define up to ten virtual circuits for tie-line 
connectivity, consolidating onto one circuit card network connectivity that usually requires 
multiple circuit packs.
ATM Wide Area Network PNC (ATM 
WAN-PNC)
ATM Wide Area Network (ATM WAN) extends the Port Network Connectivity (PNC) 
beyond a single ATM switch. This allows you to utilize either a private ATM network, public 
WAN, or a combination of both. Several networked ATM devices can be used as 
effectively as a single ATM switch for inter-port network connectivity. ATM WAN is 
supported by the Multiple Location feature, where port network cabinets can be 
administered as separate locations; however, it is not required. You can use multiple ATM 
switches without multiple locations administered.
Distributed Communications System 
(DCS)
Distributed Communications System (DCS) allows you to configure 2 or more  DEFINITY 
switches as if they were a single, large DEFINITY ECS. DCS provides attendant and 
voice-terminal features between these switch locations. DCS simplifies dialing 
procedures and allows transparent use of some of the DEFINITY ECS features. (Feature 
transparency means that features are available to all users on DCS regardless of the 
switch location.)
See also, ‘‘Centralized Attendant Service’’ on page 47.
See also, ‘‘Inter-PBX Attendant Calls’’ on page 48.
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							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 UDP with the unrestricted 5-digit Uniform Dial Plan, which 
allows up to five digits to be parsed for call routing.
1DEFINITY ECS: DCS node4Packet Gateway
2Processor Interface5Tie Trunk: DS1
3Data links (TCP/IP protocol)6Tie Trunk: ISDN-Primary Rate Interface 
switched network or private line 
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							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 Display
nDCS Automatic Callback
nDCS Coverage Callback
nDCS Call Coverage
nDCS Distinctive Ringing
nDCS Leave Word Calling
nDCS Multiappearance Conference/Transfer
nAttendant Crisis Alert
nEmergency Access to the Attendant
nDCS Call Waiting
System Management Features That Work 
Over the Network
nCalling/Connected Party Number (CPN) Restriction
nAutomatic Circuit Assurance
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