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 
3-67 Call Vectoring 
3
nIntraflow and Interflow
The functionality of intraflow and interflow may be obtained using the check and 
goto Call Vectoring commands.
Calls may intraflow from an ACD split which is not vector-controlled into one that 
is vector-controlled.
nLeave Word Calling
LWC messages cannot be stored, canceled, or retrieved for a VDN.
nNight Service
A VDN can be...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-68 Call Vectoring 
3
nTimed After Call Work (ACW)
A Timed ACW interval can be assigned to a VDN.
nTimed Reminder
The attendant Timed Reminder is not available for calls placed, transferred, or 
extended to a VDN. Vectoring causes all other timers to be ignored.
nTransfer
Calls can be transferred to a VDN.
nTraveling Class Mark
A TCM is sent when a route-to command dials a...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-69 CentreVu Advocate 
3
CentreVu Advocate
CentreVu Advocate is a collection of features (only available in the Expert Agent 
Selection (EAS) environment) for selecting an agent for a call or selecting a call for an 
agent. These CentreVu Advocate features are:
1.Service Level Supervisor—allows you to select calls from a skill or skills in a 
pre-defined over threshold state.
When...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-70 CentreVu Advocate 
3
This feature can be used to provide an improved level of service for a split or skill 
with a smaller number of staffed agents or a longer call handling time relative to 
other splits or skills.
5.Service Objective—The Service Objective feature uses the ratio of either Current 
Wait Time or Predicted Wait Time and the administered acceptable service level....

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-71 CentreVu Advocate 
3
With Call Selection Override off (set to N), agents keep their assigned call 
handling priorities in skill over threshold situations, and reserve agents are added 
to handle the skill after other skills. When the overload threshold is exceeded for a 
skill, standard agents continue with their primary tasks, but will serve a skill to 
which they are assigned...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-72 CentreVu Advocate 
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Considerations
nAgent Call Handling Preference
A new option, Service Objective, will be added for the existing Greatest Need and 
Skill Level call handling preferences. A new call handling preference, Percent 
Allocation, will be added that selects a call based on minimizing the deviation 
between an agent’s work time for all assigned skills and the...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-73 CentreVu Advocate 
3
over thresh-old state. When a reserve agent becomes available to receive ACD 
calls for a skill and the skill is not in an over threshold state, the agent’s state will 
be changed to OTHER.
nAlerting Options
All time with one or more ACD calls ringing will be included in the calculation of 
an agent’s work time and occupancy.
nAuto Answer
If station is...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-74 CentreVu Advocate 
3
nCall Pickup
All time with one or more ACD calls ringing is included in the calculation of an 
agent’s work time and occupancy. This includes calls that are later redirected as a 
result of the Call Pickup feature.
nConference/Transfer
All time with one or more ACD calls on hold as a result of initiating a conference 
or transfer will be included in the...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-75 CentreVu Advocate 
3
nExpert Agent Distribution (EAD)
The Least Occupied Agent selection method will be available with Expert Agent 
Distribution (EAD).
nMultiple Call Handling
When a reserve agent in an MCH skill becomes available and the skill is in an over 
threshold state, the agent is eligible to receive calls for that skill and all existing 
MCH rules apply. When a...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-76 CentreVu Advocate 
3
nTimed ACW
The administered Time ACW Interval value for a skill will not be changed, if that 
skill is in a level 1 or level 2 over threshold state. Timed ACW time will be 
included in the calculation of an agent’s work time and occupancy if the “Time in 
ACW Counted as Work Time” option is set.
nUniform Call Distribution (UCD)
The Least Occupied Agent...