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 
3-27 Automatic Call Distribution 
3
How to Administer ACD
Table 3-6. Required Forms
Form Field
Trunk Groups
 CO
 FX
 Tie
 WAT SnIncoming Destination
Class of RestrictionnCan Be Service Observer? (optional)
nCan Be Service Observed? (optional)
Attendant ConsolenHeadset, Auto Answer
StationnHeadset, Auto Answer 
nButton Assignments - Work-Mode, Queue Status, Call 
Info
Hunt GroupnAll...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-28 Automatic Call Distribution 
3
nTrunk Group forms — In the Group Number field, assign consecutive Group 
Numbers to trunk groups when you are using two or more trunk groups to support 
ACD applications.
nHunt Group form — When the ACD field is set to y, complete the fields that 
apply. In the AAS field, enter y
 to enable Auto-Available Split. See 
‘‘
Auto-Available Split’’ on...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-29 Automatic Call Distribution 
3
nIf the ACW Agents Considered Idle? on the Feature-Related System Parameters 
form is y
, the agent is queued when the call completes.
nIf ACW Agents Considered Idle? is n
, the agent is queued when ACW completes.
UCD distributes calls evenly among agents logged in to a particular split/skill. UCD with 
MIA Across Splits/Skills distributes calls...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-30 Automatic Call Distribution 
3
Queuing and Announcements
You create a queue for an ACD split by setting Queue to y
 on the Hunt Group form. When 
all agents are active on calls or in After-Call Work mode, the queue allows incoming calls 
to wait for an idle agent. The next available agent is automatically connected to the call in 
the split queue.  
For non-vector-controlled...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-31 Automatic Call Distribution 
3
First Announcement  
After a call enters a split queue, the caller hears ringing and the first announcement delay 
interval begins. If an agent becomes available during the first announcement delay 
interval, the call is connected to the agent. Otherwise, the interval expires and the system 
tries to connect the incoming call to the first...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-32 Automatic Call Distribution 
3
nIf the announcement is not busy but is still unavailable (for example, it may have 
been deleted), then the system tries to connect the call to an agent.
After a forced first announcement, the caller always hears ringback (or music-on-hold, if 
administered) until the call is answered or is connected to a second delay announcement. 
After a first...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-33 Automatic Call Distribution 
3
Forced Disconnect
You can connect an incoming call directly to an announcement and then disconnect the 
call after the announcement has completed in one of two ways:
nAdminister an announcement extension as the incoming destination. The caller is 
directed to the announcement and is disconnected, without being queued for a 
split.
nAdminister an...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-34 Automatic Call Distribution 
3
NOTE:
Central office trunk (non-DID) calls receive ringback from the CO, so the PBX 
cannot give these callers a busy signal. The system tries to put such calls into queue 
until successful or until the call is abandoned. 
Priority Queuing
Priority queuing allows priority calls to be queued ahead of calls with normal priority. You 
can implement...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-35 Automatic Call Distribution 
3
While on a direct-agent call, the agent becomes unavailable for subsequent ACD calls. If 
the agent logs off by unplugging the headset, he or she can still answer a direct-agent call 
in the queue by logging back in and becoming available. Agents who have direct-agent 
calls waiting are not allowed to log off using a FAC. If the agent is in Manual...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-36 Automatic Call Distribution 
3
Announcements
Announcements can be analog, aux trunk, DS1, or integrated. Integrated announcements 
use the 16-channel announcement board and queuing is based on whether one of the 16 
channels is available. When a channel becomes available, any announcements on the 
board can be accessed, including the announcement already being played. A caller...