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Lucent Technologies DEFINITY Enterprise Communications Server Release 8 Guide To ACD Call Centers

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    Page 1 555-233-503 Comcode 108596354 Issue 2 December 1999 DEFINITY® Enterprise Communications Server Release 8 Guide to ACD Call Centers
    Page 2 Copyright Ó 1999, Lucent Technologies All Rights Reserved Printed in U.S.A. Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Your Responsibility for Your System’s Security Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your com- pany’s employees, agents, subcontractors, or persons working on your...
    Page 3 DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Contents iii Contents Contents iii Preface — About This Document xi nOverviewxi nContents and Organization of the Guidexi nAudiencexii nReason for Reissuexii nHow to Use this Documentxiii nConventions Used in this Documentxiii nTrademarksxiv nRelated Documentsxiv Administration Documentsxiv Installation, Upgrades, and Maintenance Documentsxvi Call Center Documentsxviii End Usersxviii nHow to Get Helpxix nHow to Make...
    Page 4 DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Contents iv Night Service for the DEFNITY ECS and DEFINITY Generic 31-15 nDistributing and Handling Calls1-16 How Calls are Distributed to Agents1-16 How Agents Handle Calls1-18 nACD and Call Management Systems — BCMS, CMS R2 and CentreVu CMS1-28 Basic Call Management System (BCMS)1-29 CentreVu Call Management System (CMS)1-29 nACD Measurement1-30 Assigning CentreVu CMS Measurement of the ACD1-30 Switch Features...
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