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 
3-17 Agent Call Handling 
3
Note that under certain configurations, the limit set in the Logged-In Agents field cannot 
be reached due to some other system limit being reached. In particular, note that the 
DEFINITY ECS R5r and later configurations with EAS only supports up to 500 agents 
logged in if each has the maximum 20 skills assigned due to the 10,000 Hunt Group 
member...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-18 Agent Call Handling 
3
configuration equipped and are passed over the link to the DEFINITY ECS/switch 
to reduce/set the externally measured logged-in ACD member component of the 
Hunt Group member limit to that supported by CMS.
nBCMS internally measured ACD agents system limit. Non-EAS ACD agents 
counted when assigned while EAS agents are counted when logged in.
When the...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-19 Agent Call Handling 
3
nAt the last available phone or console, the Auxiliary Work button lamp flashes 
until the queue is empty. The terminal then enters Auxiliary Work mode and the 
associated lamp lights steadily.
Agents Logged into Multiple Splits
If an agent is logged into multiple splits, the agent may become unavailable for calls to 
one split because of activity at...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-20 Agent Call Handling 
3
Interactions
nAbbreviated Dialing
Assign Abbreviated Dialing buttons to make agent login easier. You can program 
an Abbreviated Dialing button to dial access code, split number, and/or agent login 
ID. With the DEFINITY ECS/switch (R4 or later) you can use Autodial feature 
buttons to assign log and logout feature buttons.
nAuto-Available Split (AAS)
An...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-21 Agent Call Handling 
3
nConference
If an agent receives an ACD call through a VDN and then conferences in other 
agents, the agents added to the call use the Timed ACW interval associated with 
the number dialed to conference them. An ACD agent on conference with more 
than three parties may cause inaccurate CMS measurements.
nExpert Agent Selection
When EAS is active, all ACD...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-22 Auto-Available Split 
3
Auto-Available Split  
Auto-Available Split (AAS) allows members of an ACD split to be in Auto-In work mode 
continuously. An agent in Auto-In work mode becomes available for another ACD call 
immediately after disconnecting from an ACD call.  
Use AAS to bring ACD-split members back into Auto-In work mode after a system 
restart. Although not restricted...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-23 Auto-Available Split 
3
nAgent logout with AAS
For ACD splits with AAS, agents are automatically logged out under the following 
circumstances:
— CMS completes an Agent Move request out of an Auto-Available split.
— The Auto-Available agent’s port is unavailable because maintenance is 
being performed.
— You administer a split as AAS = n.
— You remove an agent from an existing...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-24 Auto-Available Split 
3
nCMS
For each agent, AAS notifies CMS of any login, logout, or change into the Auto-In 
work mode. In a non-EAS environment, an AAS agent is identified to CMS with a 
login ID equivalent to the agent’s administered extension. With EAS, the AAS 
login ID and port are assigned on the Login ID form.
With CMS Move Agent, you can move a member from one AAS...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-25 Automatic Call Distribution 
3
Automatic Call Distribution
Automatic Call Distribution (ACD) allows incoming calls to connect automatically to 
specific splits. An ACD split is simply a hunt group that is designed to receive a high 
volume of similar calls. Calls to a specific split are automatically distributed among the 
agents, or hunt group members, assigned to that split....

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-26 Automatic Call Distribution 
3
Figure 3-1 shows an a typical ACD arrangement.
Figure 3-1. Typical ACD ArrangementFigure Notes
1. Incoming calls
2. ACD switch
3. Trunk group 1
4. Trunk group 2
5. Trunk group 3
6. Trunk group 4
7. Split 1 Business Travel (10 agents)
8. Split 2 Personal Travel (8 agents)
9. Split 3 Group Travel (5 agents)
10. Split 4 General Information (15...