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 
3-87 Inbound Call Management 
3
nTrunk Group form
 — Administer the Per Call CPN/BN field for the appropriate 
ISDN-PRI trunk group. The corresponding information is sent with a call-offered 
event report to the adjunct. 
nHunt Group form 
— Complete a Hunt Group form for each split that the ICM 
adjunct will monitor. 
nCall Vector
 form — If you are using Call Vectoring, an ASAI...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-88 Inbound Call Management 
3
See ‘‘Automatic Call Distribution’’ on page 3-25, ‘‘Call Vectoring’’ on page 3-61, ‘‘Call 
Prompting’’ on page 3-58, and CallVisor Adjunct-Switch Application Interface (refer to 
DEFINITY ECS Administrator’s Guide) and any other features you are implementing for 
ICM for additional administration requirements.
Detailed Description
Applications
The...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-89 Inbound Call Management 
3
Figure 3-2. Conversant VIS is used as an example — other adjunct processors have 
similar capabilities but should be verified for a particular application. If the host supports 
ASAI, Conversant is not needed.
Figure 3-2. Simplified ICM Configuration for Data Screen Delivery
General processing for this type of application occurs as follows.
1. The...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-90 Inbound Call Management 
3
Integration with Speech Processing Adjuncts
ICM can be used to provide integration with VRUs. The advantages of using ICM with 
CallVisor ASAI in addition to tip/ring interfaces are as follows:
nData-screen integration is provided on transferred calls.
nAnswer notification is provided on internal calls (CallVisor ASAI capabilities let 
you know what...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-91 Inbound Call Management 
3
General processing for this type of application occurs as follows
1. The switch uses CallVisor ASAI link to pass incoming call information to the 
Conversant voice system. 
2. The ACD split or EAS skill on the switch distributes the call to an available voice 
line. 
3. After digits are collected via a DTMF keypad, Conversant transfers the call back...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-92 Inbound Call Management 
3
Considerations
Administrators and planners must consider:
nICM traffic
nRated switch capacity 
nCallVisor ASAI interface traffic 
nRated capacity of the adjunct application processor
Lucent Technologies Technical Design Center can provide planning assistance.
In addition, you must consider the following:
nCallVisor ASAI and BX.25 CPN/BN-ANI are not...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-93 Information Forwarding 
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Information Forwarding
Whenever the DEFINITY ECS interflows a call over ISDN trunk facilities (for example, 
PRI or BRI) by means of a route-to (with Lookahead Interflow active), queue-to best,
 or 
check best command, the following information is sent with the call via user-to-user 
information transport (via UUI IE) and can be used by adjuncts or...

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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This feature: 
nenables multiple applications on the DEFINITY ECS/switch to share the contents 
of the UUI IE or MSI
nallows for backwards compatibility with software prior to the DEFINITY ECS 6.3.
For more information about how to administer user-to-user information transport, see the 
Information Forwarding chapter in the DEFINITY
® Enterprise...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-95 Information Forwarding 
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Table 3-26 lists the form and fields needed to administer information transport on trunk 
groups.
To administer Shared UUI information transport:
1. In the command line, enter change trunk-group n
 and press 
RETURN. 
The Trunk Group administration form comes up. n is the number of the trunk 
group you want to administer.
2. Go to page 2 of the form....

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-96 Information Forwarding 
3
4. If you want to change the default size of 128 in the Maximum Size of UUI 
IE Contents 
field, then enter the number for the maximum UUI size. If you 
want to keep the default size, go to Step 5.
You must administer the trunk groups to send the appropriate amount of user 
information over the connected network. For example, if the public network only...