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 
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nBasic Call Management System (BCMS)
No existing BCMS reports will be modified and no new BCMS reports will be 
added for these features. No existing BCMS measurements will be modified and 
no new BCMS measurements will be added for these features. Reserve agents for 
skills that are not in an over threshold state will be counted as “Other” on the 
MONITOR...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
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Expert Agent Selection  
See the DEFINITY® Enterprise Communications Server Call Vectoring/EAS Guide 
(555-230-521) for a detailed description of Expert Agent Selection. The guide contains 
information that is critical to the effective and efficient use of this feature.
Use Expert Agent Selection (EAS) to route incoming Automatic Call Distribution...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-79 Expert Agent Selection 
3
EAS must be both optioned on the System Parameters Customer-Options form, and 
enabled on the Feature-Related System Parameters form. Once EAS is optioned, you can 
complete most of the EAS-related administration prior to enabling the feature.
When EAS is optioned on the System-Parameters Customer-Options form, Skill Hunt 
Groups replace splits. In...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-80 Expert Agent Selection 
3
Detailed Administration for EAS
In general, EAS uses vectors to route calls to agents with the required skills. To administer 
EAS you must:
nAssign skills to VDNs on the Vector Directory Number form.
nCreate vectors that will route a call to the correct skill.
nAssign skills with priority levels to agents on the Agent Login ID form.
VDN...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-81 Expert Agent Selection 
3
Detailed Description
Agent Selection
The administered agent selection method and Call Handling Preference determine which 
agent will receive an incoming call.
Agent Selection Method
EAS can use either Uniform Call Distribution (UCD) or Expert Agent Distribution (EAD) 
to select agents for calls. Both methods can use the Most-Idle Agent (MIA) or the...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-82 Expert Agent Selection 
3
Additional Agent Login ID Capabilities
The following capabilities are also associated with agents’ login IDs.
nAuto-Answer — When EAS is optioned, auto answer settings can be assigned to 
agents on the Agent LoginID form. An agent’s auto answer setting will apply to 
the station where the agent logs in. If the auto answer setting for that station is...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-83 Expert Agent Selection 
3
Considerations
Station User records cannot be shared between TTI ports and EAS LoginID extensions. 
This causes a reduction in the number of possible EAS LoginID extensions allowed by the 
System depending on the number of administered TTI ports. For example, if 2,000 TTI 
ports are administered, the maximum number of allowable EAS LoginIDs is reduced...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-84 Expert Agent Selection 
3
nAuto-Available Splits
If a skill hunt group is administered as an Auto-Available Skill (AAS) the EAS 
Login IDs assigned to this skill must also be administered as Auto-Available. 
When the switch reinitializes, these Login IDs are automatically logged in with the 
Auto-In work-mode. If any switch features attempt to change the work-mode to 
anything...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-85 Expert Agent Selection 
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nDisplays - Phone
When an EAS agent logs in, the display for originators who call the Login ID 
shows the Login ID and agent name (as administered via the Agent Login ID 
form). Calls that the agent originates show the Agent Login ID and agent name at 
the receiving terminal’s display. However, the user can display the name of the 
physical terminal...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
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Inbound Call Management
Inbound Call Management (ICM) allows you to integrate features of the DEFINITY 
ECS/switch with host-application processing and routing, and automate delivery of caller 
information to agents’ displays. You can create a sophisticated system to handle inbound 
calls for applications such as telemarketing and claims processing....