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 
3-47 Best Service Routing 
3
Network Requirements for BSR
To support BSR, networks must meet both the criteria for LAI call control operation over 
switched networks (see ‘
‘‘Look-Ahead Interflow’’ on page 3-102) and the following 
criteria:
nThe network must support end-to-end transport of codeset 0 user data, either as a 
User-to-User Information Element (UUI IE) or by QSIG...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-48 Best Service Routing 
3
Single-Site BSR
Multi-Site BSR
Table 3-12. Required Forms for administering single-site BSR
Form Field
System Parameters 
Customer-Options
nG3 Version
nVectoring (G3V4 Advanced Routing)
nVectoring (Best Service Routing)
Feature-Related System 
Parameters 
nAdjunct CMS Release
VDNnBSR Available Agent Strategy
Call VectornComplete a form for each vector...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-49 Best Service Routing 
3
Multi-site BSR requires that Look-Ahead Interflow (LAI) be enabled. See ‘‘How to 
Administer Look-Ahead Interflow’’ on page 3-102 for a list of required forms and fields. 
Since BSR can forward information such as VDN name, in-VDN time, and collected 
digits with interflowed calls, also see ‘
‘‘Administering User-to-User Information 
Transport’’ on page...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-50 Best Service Routing 
3
BSR feature is changed. You don’t have to enter adjustments, but the ability to adjust the 
EWT for splits or skills allows you to program preferences in vectors. Because of agent 
expertise, for example, or the availability or cost of tie trunks, you might prefer that some 
resources not service a call unless doing so significantly decreases the call’s...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-51 Best Service Routing 
3
Vector Commands for Single-Site BSR
The following table shows the vector commands and command elements used in 
single-site BSR applications.
Table 3-15. Vector Commands and Command elements for Single-Site BSR 
Commands and command 
elementsUse this …
Commands
consider split/skillto obtain the Expected Wait Time or agent data needed to 
identify the...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-52 Best Service Routing 
3
Vector Commands for Multi-Site BSR
The following table summarizes the vector commands and command elements that 
support multi-site BSR applications.
Table 3-16. Vector Commands and Command Elements for Multi-Site BSR
Commands and command 
elementsUse this…
Commands
consider split/skillto obtain the Expected Wait Time or agent data needed to 
identify...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-53 Best Service Routing 
3
Interactions
nAgent Terminal Display
If collected digits are forwarded with an interflowed call, the forwarded digits are 
displayed to the answering agent (unless they’re overridden with newly collected 
digits).
nBest Service Routing (BSR)/LAI
Restrictions and interactions that apply to LAI also apply to BSR status poll and 
interflow calls. See the...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-54 Best Service Routing 
3
nDirect Department Calling
BSR will function when the considered splits use DDC call distribution. Once the 
best resource is determined, the actual call distribution will follow the split’s DDC 
setting regardless of the BSR Available Agent Strategy. DDC may not be used as a 
BSR Available Agent Strategy.
nExpert Agent Selection
EAS is required to use...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-55 Best Service Routing 
3
nQSIG
LAI, BSR, and information forwarding function over QSIG trunk facilities if the 
remote locations are the DEFINITY systems. BSR and information forwarding 
require R3V6.3 or later switch software.
nRedirection on No Answer (RONA)
Calls redirected to a VDN by RONA can be subsequently processed and BSR or 
LAI applications. When the RONA feature...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-56 Call Management System 
3
Call Management System    
Call Management System (CMS) allows you to collect and monitor ACD facilities and 
personnel. You can create reports on the status of agents, splits, trunks, vectors, and vector 
directory numbers. You can store historical CMS reports or display real-time reports at a 
terminal.
Unlike Basic Call Management System (BCMS), the...