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 
3-37 Automatic Call Distribution 
3
nFor MEGACOM 800 Service with DNIS over a wink/wink-tie trunk, if all agents 
are logged out or in AUX work mode, incoming MEGACOM calls receive a busy 
signal if no coverage path is provided (unlike other automatic-in trunk groups, 
which receive ringback from the central office).
nCO switches usually drop calls that remain unanswered after two...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-38 Automatic Call Distribution 
3
nAttendant Intrusion
Attendant Intrusion does not work with ACD split extensions because an ACD 
extension has many agent extensions. It is not possible to determine which agent 
extension to intrude upon.
nAutomatic Callback
Automatic Callback calls cannot be activated toward an ACD split.
nCall Coverage
Calls can redirect to or from an ACD...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-39 Automatic Call Distribution 
3
nData Call Setup
Voice-terminal or data-terminal dialing can be used on calls to or from a member 
of an ACD split. 
nData Restriction
If the trunk group used for an ACD call has data restriction activated, agents with 
Automatic Answer activated do not hear the usual zip tone.
nDCS
CMS cannot measure ACD splits on a DCS network as if they were...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-40 Automatic Call Distribution 
3
nTerminating Extension Group 
A TEG cannot be a member of an ACD split.
nTransfer
Calls cannot be transferred to a busy split. The transfer fails and the agent 
transferring the call is re-connected to the call. If an agent presses the Transfer 
button, 
dials the hunt-group extension number, and then disconnects while the split 
is busy, the call...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-41 Basic Call Management System 
3
Basic Call Management System  
Basic Call Management System (BCMS) provides real-time and historical reports to assist 
you in managing agents, ACD splits (hunt groups), VDNs, and trunk groups. You can 
display BCMS reports on the Management Terminal or print them on the printer 
associated with the Management Terminal. In addition, you can...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-42 Basic Call Management System 
3
How to Administer BCMS
All agents should log off before any changes are made to the BCMS/VuStats Login ID 
form.
Measurements can be turned off for a split while agents are logged in, but agents must be 
logged off to start measurements for a split.
Table 3-8. Required Forms
Form Field
System Parameters 
Customer-Options
nBCMS
nBCMS Service...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-43 Basic Call Management System 
3
Interactions
For information about how BCMS records redirected and conferenced calls, see 
DEFINITY Enterprise Communications Server Basic Call Management System (BCMS) 
Operations.
nMove Agents From CMS
If agents are moved from one split to another split by the CMS adjunct, 
measurements are stopped for the agent’s “from” split and started for...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-44 Best Service Routing 
3
Best Service Routing
To help you maximize productivity across a network of call centers, DEFINITY ECS gives 
you 3 ways to route calls between centers:
nInterflow
–DEFINITY ECS gives you simple ways to unconditionally route—or 
interflow—calls from one switch to another. For information on unconditionally 
interflowing calls from splits that are not...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-45 Best Service Routing 
3
Table 3-10. Best Service Routing Benefits
You can benefit by… As a result of…
Improved customer satisfactionnLower average speed of answer (ASA), thus more calls 
handled1
nGreater probability that expert agents will be available for a 
specific call type (for centers with EAS)
nLower abandonment rate
By balancing the load between locations in a network,...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-46 Best Service Routing 
3
Before You Start Using BSR
For single-site BSR applications, your switch must meet the requirements shown below 
(except for LAI). To use multi-site BSR applications, both the switches involved and the 
network connecting them must meet all the requirements described in this section.
!CAUTION:
To ensure your network meets the requirements for BSR support...