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 
3-97 Information Forwarding 
3
Considerations
— Enhanced information forwarding has been tested with several major carriers. To 
find out if these capabilities work with your carrier, check with your account team 
for the most current information. If testing has not been done to verify operation 
over the public networks involved with the preferred specific configuration, use of...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-98 Information Forwarding 
3
— Applications may fail on networks supporting limited UUI transport. 
Administration determines which application’s UUI will be transported in these 
cases. If a given application is failing, first check the administration to determine if 
the application in question has the highest priority. This applies to tandem nodes as 
well as originating nodes....

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-99 Intraflow and Interflow 
3
Intraflow and Interflow
Intraflow and Interflow allow you to redirect ACD calls from one split to another split 
when the splits are not vector-controlled. Intraflow redirects calls to other splits within the 
system using Call Coverage or Call Forwarding All Calls. Interflow redirects calls to an 
external split or location using Call Forwarding All...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-100 Intraflow and Interflow 
3
How to Administer Intraflow and Interflow
Detailed Description 
Assign an inflow threshold for each split receiving Intraflow and Interflow calls. This 
threshold prevents a split from receiving new ACD calls if the oldest call in the queue has 
been there longer than the threshold. If an ACD call is forwarded or redirected through 
Call Coverage,...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-101 Intraflow and Interflow 
3
nSplit 2 has been assigned a second delay announcement and has a second delay 
announcement interval of 45 seconds.
nMusic-on-Hold is provided.
When the call is intraflowed from split 1 to split 2, the call is placed in the split 2 queue as 
the fourth priority call, ahead of the four nonpriority calls. The call stays in the queue for 
45 seconds and...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-102 Look-Ahead Interflow 
3
Look-Ahead Interflow
Use Look-Ahead Interflow to balance the load of ACD calls across multiple locations. 
With Look-Ahead Interflow, you can optionally route a call to a backup location based on 
your system’s ability to handle the call within parameters defined in a vector. In turn, the 
backup system can accept or deny the call also based on...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-103 Look-Ahead Interflow 
3
nSystem-Parameters Customer-Options — For full functionality, options must be 
enabled at both the sending and receiving switches. If Look-Ahead Interflow is not 
optioned on the receiving switch, interflow still results on a look-ahead basis. 
However, the forwarded Dialed Number Identification Service (DNIS) (sending 
switch VDN name) information is...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-104 Look-Ahead Interflow 
3
signal or would be disconnected. Use this command with coverage y only when 
you want unconditional interflow (with Look-Ahead Interflow active) and the 
terminating switch is set up accordingly.
nAudible feedback may be provided to the caller before interflow is attempted. 
Therefore, another audible feedback from the receiving switch may confuse the...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-105 Look-Ahead Interflow 
3
nCall Detail Recording — Sending Switch
No Ineffective Call Attempt or Outgoing Call CDR records are generated for 
vector rout e-to commands that are unsuccessful including denied Look-Ahead 
Interflow attempts.
If a local (on-switch) call to a VDN generates a Look-Ahead Interflow call attempt 
that is accepted, and answer supervision is returned from...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-106 Look-Ahead Interflow 
3
nCentralized Attendant Service 
A centralized attendant can be a Look-Ahead Interflow destination.
nDisplay - 27 Character
The VDN name (part of the LAI information forwarded with calls) can be up to 15 
characters long. Any characters over this limit will be dropped.
nFacilities Restriction Level and Traveling Class Marks
The FRL for interflow over...