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 
3-57 Call Management System 
3
nFeature-Related System Parameters form — In ACD Log-in Identification 
Length, enter the number of digits the agent must dial to log into the ACD split. 
Enter the appropriate Adjunct CMS Release number. 
nProcessor Interface Data Module form — Assign a physical channel and 
maintenance extension. For the PDM data module, assign a digital line port....

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-58 Call Prompting 
3
Call Prompting  
See the DEFINITY® Enterprise Communications Server Call Vectoring/EAS Guide 
(555-230-521) for a detailed description of Call Prompting and its uses. The guide 
contains information that is critical to the effective and efficient use of this feature.
Call Prompting uses specialized vector commands to process incoming calls based on...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-59 Call Prompting 
3
If Vectoring (Basic) is not enabled on the System-Parameters Customer-Options form, the 
Call Prompting feature cannot queue calls or make conditional checks based on queue or 
agent status, time of day, or day of week.
CINFO requires the AT&T Intelligent Call Processing (ICP) service, ISDN-PRI, and 
Vectoring (Prompting).
You can administer any...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-60 Call Prompting 
3
nHold
With the exception of CINFO, if a call is put on hold during the processing of a 
collect command, the command restarts, beginning with the announcement 
prompt, when the call is taken off hold. All dialed-ahead digits are lost. Similarly, 
if a call to a vector is put on hold, vector processing is suspended when a collect 
command is encountered. When...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-61 Call Vectoring 
3
Call Vectoring
Call Vectoring processes incoming and internal calls according to a programmed set of 
commands. These commands, called vector commands, determine the type of processing 
that calls receive. For example, vector commands can direct calls to on-premise or 
off-premise destinations, to any hunt group, split, or skill, or to a specific call...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-62 Call Vectoring 
3
Do not change a vector while it is processing calls since calls already in the vector could 
experience problems. Instead, add a new vector and change the VDN to point to the new 
vector.
You cannot enter a VDN extension in the fields listed in Table 3-19
.
Table 3-19. VDN Extension Cannot be Entered in these Fields.
Form Field
Announcements/Audio...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-63 Call Vectoring 
3
You can enter a VDN extension in the following fields.
You cannot enter a VDN extension as auxiliary data for the following buttons:
nBridged Appearance (brdg-app)
nData Call Setup (data-ext)
You can enter a VDN extension as auxiliary data for the following buttons:
nRemote Message Waiting Indicator (aut-msg-wt)
nFacility Busy Indication (busy-ind)
nManual...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-64 Call Vectoring 
3
nAttendant Control of Trunk Group Access
If a rout e-t o step in a vector dials a controlled trunk group, vector processing 
continues at the next step.
nAttendant Recall
Attendant Recall to a VDN is blocked.
nAUDIX Interface v
A rout e-to step in a vector may call the AUDIX extension. If a voice port can be 
seized to that adjunct, vector processing is...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-65 Call Vectoring 
3
nCall Detail Recording
You can administer the Feature Related System Parameters form so that the VDN 
extension is used in place of the Hunt Group or Agent extension. This overrides 
the “Call to Hunt Group - Record” option of CDR for Call Vectoring calls.
If a vector interacts with an extension or group that has Call Forwarding All Calls 
active, normal Call...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-66 Call Vectoring 
3
nCode Calling Access
A VDN cannot be used as the argument to the code calling access feature access 
code.
If a route-to number command in a vector specifies the code calling feature access 
code, vector processing continues at the next step.
nConference
A call to a VDN can be included as a party in a conference call only after vector 
processing terminates...