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Lucent Technologies DEFINITY Enterprise Communications Server Release 8 Guide To ACD Call Centers
Lucent Technologies DEFINITY Enterprise Communications Server Release 8 Guide To ACD Call Centers
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555-233-503 Comcode 108596354 Issue 2 December 1999 DEFINITY® Enterprise Communications Server Release 8 Guide to ACD Call Centers
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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...
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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...
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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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DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Contents v nMeasured Extensions and Multiple Splits on a Non-EAS Switch2-17 On DEFINITY G1 and DEFINITY G3 Switches2-17 When Assignments Exceed Capacity2-17 Assignments are Not Logins2-17 nMeasured and Unmeasured Trunks2-18 System Requirements2-18 Measured vs. Unmeasured Trunks2-18 Determining Available Measured Trunks2-18 3 G3V4 ECS ACD Call Center Features 3-1 nIntroduction3-1 nFeature-Related Information3-1 nList...
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DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Contents vi Interactions3-37 nBasic Call Management System 3-41 How to Administer BCMS3-42 Interactions3-43 nBest Service Routing3-44 Benefits of Best Service Routing3-44 Before You Start Using BSR3-46 How to Administer BSR3-47 Detailed Description3-49 Interactions3-53 nCall Management System 3-56 How to Administer the G3V4/CMS Interface3-56 Considerations3-57 nCall Prompting 3-58 How to Administer Call...
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DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Contents vii Interactions3-93 User-to-User Information Transport3-93 Administering User-to-User Information Transport3-94 Determining User Information Needs3-96 Considerations3-97 Troubleshooting3-97 nIntraflow and Interflow3-99 Intraflow3-99 Interflow3-99 How to Administer Intraflow and Interflow3-100 Detailed Description3-100 Considerations3-101 Interactions3-101 nLook-Ahead Interflow3-102 How to Administer...
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DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Contents viii Interactions3-125 nService Observing3-133 How to Administer Service Observing3-133 Detailed Description3-134 Service Observing Indicators3-137 Considerations3-142 Interactions3-144 nUniversal Call ID3-148 What is UCID’s Purpose?3-148 What Does UCID Look Like?3-148 How Does UCID Work?3-148 How are UCIDs Tracked?3-150 Interactions3-157 Before You Start3-157 How to Administer Universal Call ID3-159...
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DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Contents ix 4 G3V4 ECS ACD Call Center Forms 4-1 nIntroduction4-1 nList Call Center Forms4-1 nAgent LoginID4-2 Administration Commands4-2 Form Instructions4-2 Implementation Notes4-6 nBest Service Routing (BSR) Application Plan4-7 Administration Commands4-7 Form Instructions4-7 nBCMS/VuStats Login ID4-10 Administration Commands4-10 Form Instructions4-10 Implementation Notes4-11 nCall Center System Parameters4-12 nCall...
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DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Contents x A Recorded Announcements A-1 nIntroductionA-1 nHow to Administer Recorded AnnouncementA-2 nRecorded Announcement TypesA-3 Analog LineA-3 DS1A-3 Auxiliary TrunkA-4 IntegratedA-4 nWhen to Use Recorded AnnouncementsA-5 nAbout Barge-inA-6 What Happens When You Use Barge-inA-6 nIntegrated Announcements and Announcements Recorded on External DevicesA-7 Single Integrated Announcement BoardsA-7 Multiple Integrated...