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

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-7 Add/Remove Skills 
3
Interactions
nAuto-Available Splits (AAS)
If an agent adds a skill that is administered as Auto-Available,  on the Agent Login 
ID form, you must set the AAS field to y
 for that agent’s login ID. 
nBCMS
BCMS begins tracking a new skill as soon as it is added. When an agent removes a 
skill, the real-time agent information specific to that skill is removed...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-8 Agent Call Handling 
3
Agent Call Handling
Agent Call Handling allows you to administer functions that Automatic Call Distribution 
(ACD) agents use to answer and process ACD calls.
You define the following agent capabilities:
nAgent login and logout
nAgent answering options: Automatic Answer (zip tone) or Manual Answer
nACD work modes: Auxiliary Work (AUX Work), Auto-In,...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-9 Agent Call Handling 
3
Station (multi-appearance)nButton/Feature Button Assignments
— manual-in
— auto-in
—aux-work
— after-call
—assist
— release
— work-code
— stroke-cnt
nActive Station Ringing (DCP, Hybrid)
nIdle/Active Ringing (Callmaster)
nVuStats
Stations (all)nAuto Answer
Attendant ConsolenFeature Button Assignments
— after-call
—assist
— auto-in
—aux-work
— manual-in
—...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-10 Agent Call Handling 
3
Detailed Description
This section describes how the switch controls agents’ work. For details on procedures 
that agents follow when using the capabilities provided by the switch, see DEFINITY 
Enterprise Communications Server Generic 1, Generic 3, and System 75 Automatic Call 
Distribution (ACD) Agent Instructions. 
NOTE:
This information applies...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-11 Agent Call Handling 
3
nThe agent dials an invalid logout FAC or split number.
nThe agent dials a split number for a split that he or she is not logged into.
If an agent is using a handset in Automatic Answer mode, the agent can log out simply by 
hanging up or turning off the headset. (This does not mean pressing the release button on a 
Callmaster phone.) This does not apply...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-12 Agent Call Handling 
3
To enter any work mode, an agent presses the button or dials the FAC for that mode, 
depending on what you have administered. If the agent has no active or held calls, the 
work-mode button lamp lights steadily and CMS or BCMS is informed of the agent’s 
mode change. If the agent has active or held calls, the lamp flashes until all calls are 
dropped,...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-13 Agent Call Handling 
3
When an agent is in the Manual-In mode and disconnects from an ACD call, he or she 
automatically enters ACW mode. Although no longer available for ACD calls, the agent is 
still available for non-ACD calls. CMS or BCMS is notified whenever an agent in ACW 
mode receives an incoming non-ACD call or makes an outgoing call.
Timed After Call Work
With Timed...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-14 Agent Call Handling 
3
Attendants should press the Start button before pressing the Assist 
button. This allows 
them to later transfer the call. This rings like a priority call at the supervisor’s set.
When the agent presses the Assist button, the following happens:
1. If the agent is active on an ACD call, the ACD call is automatically placed on hold 
and a call is placed to...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-15 Agent Call Handling 
3
Call Work Codes
Call work codes are up to 16-digit sequences that ACD agents enter to record such 
customer-related information as account codes, social security numbers, or phone 
numbers. You define the codes for your site. Codes that agents enter are sent to CMS for 
storage for splits measured by CMS and only when the link to the CMS is up. Agents...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-16 Agent Call Handling 
3
After releasing a call, the agent automatically enters ACW mode and cannot return to 
Manual-In mode until entering a stroke count or call work code. If the agent presses the 
Manual-In button or FAC before entering a stroke count or a call work code, the 
Manual-In lamp flutters or intercept tone is given.
Once the agent enters a stroke count or call...