Lucent Technologies DEFINITY Enterprise Communications Server Release 8 Guide To ACD Call Centers

Preface — About This Document 
xi Overview 
DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Preface — About This Document
Overview
This document describes the DEFINITY Enterprise Communications Server (ECS) 
Release 8 (R8) ACD feature. For details about what is new in the DEFINITYECS R8, see 
the DEFINITY Enterprise Communications Server (ECS) Release 8 (R8) Change 
Description.
DEFINITYECS is a family of cost-effective digital communication systems. These 
systems:...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Preface — About This Document 
xii Contents and Organization of the Guide 
Contents and Organization of the 
Guide
This document is organized into chapters by subject. Features are in alphabetical order 
within each chapter. Pertinent forms follow the features. Basic features and forms are 
presented in a chapter with the same title.
The following table gives a brief description of each chapter and appendix in this...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Preface — About This Document 
xiii Reason for Reissue 
Reason for Reissue
This document is updated to include DEFINITYECS Release 8 information.
It also now includes the information that formerly resided in the CentreVu Call 
Management System Administration Guide in the ACD Basics appendix and in the Global 
Learning Solutions ACD Basics precourse material (BTC504S).
How to Use this Document
This document is designed...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Preface — About This Document 
xiv Trademarks 
Trademarks
The following trademarked names may be used in this document.
nAUDIX® is a registered trademark of Lucent Technologies.
nBCMS Vu® is a registered trademark of Lucent Technologies.
nCallmaster® is a registered trademark of Lucent Technologies.
nCentreVu® is a registered trademark of Lucent Technologies.
nConversant® is a registered trademark of Lucent...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Preface — About This Document 
xv Related Documents 
DEFINITYSystem’s Little Instruction Book for basic administration, 
555-230-727, Issue 5
Provides step-by-step procedures for performing basic switch administration tasks. 
Includes managing phones, managing features, and routing outgoing calls.
DEFINITY System’s Little Instruction Book for advanced 
administration,555-233-712, Issue 2
Provides step-by-step procedures...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Preface — About This Document 
xvi Related Documents 
Installation, Upgrades, and Maintenance 
Documents
Lucent technicians, design center employees, and customer self-maintainers are the 
primary audiences for these documents.
DEFINITYECS Release 8 — Administration for Network Connectivity, 
555-233-501, Issue 2
Describes the main types of switch-to-switch connections that use Overlan hardware and 
software, and the...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Preface — About This Document 
xvii Related Documents 
DEFINITYECS Release 8 — Maintenance for R8r, 555-230-126, Issue 5
Provides detailed descriptions of the procedures for monitoring, testing, troubleshooting, 
and maintaining the R8r ECS. Included are maintenance commands, step-by-step 
trouble-clearing procedures, the procedures for using all tests, and explanations of the 
system’s error codes.
DEFINITYECS Release 8...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Preface — About This Document 
xviii Related Documents 
Call Center Documents
These documents are issued for DEFINITYECS Call Center applications. The intended 
audience is DEFINITYECS administrators. 
DEFINITYECS Release 8 — Call Vectoring/EAS Guide, 585-230-521, Issue 4
Provides information on how to write, use, and troubleshoot vectors, which are command 
sequences that process telephone calls in an Automatic Call...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Preface — About This Document 
xix How to Get Help 
How to Get Help
For those times when you need additional help, the following help services are available. 
You may need to purchase an extended service agreement to use some of these help 
services. See your Lucent Technologies representative for more information.
nLucent Technologies Centers of Excellence
— Asia/Pacific
65-872-8686
— Western Europe/Middle East/South...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Preface — About This Document 
xx How to Make Comments About This Document