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 
3-107 Look-Ahead Interflow 
3
nTrunk-to-Trunk Transfer
Interflowed calls may be transferred by a receiving switch to another trunk 
connection.
nVDN Override
The name of the active VDN for a call is displayed at the remote answering agent. 

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-108 Multiple Call Handling 
3
Multiple Call Handling  
Multiple Call Handling (MCH) allows agents to receive an ACD call while other types of 
calls are alerting, active, or on hold.
How to Administer MCH 
The MCH column on the List Hunt Group form contains the value that you enter in 
Multiple Call Handling.
Detailed Description
Applications
Use Multiple Call Handling in...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-109 Multiple Call Handling 
3
MCH Settings 
On Request
In on-request splits or skills, the following is true.
nIf an agent goes into Auto-In or Manual-In work mode, but there are no calls in the 
queue, the agent is placed at the bottom of the MIA queue or at the bottom of their 
skill level in the EAD queue, or is made available in the DDC queue.
nAgents must select Auto-In or...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-110 Multiple Call Handling 
3
If a one-per-skill call is active or held, the agent does not automatically receive additional 
calls from that skill. However, the agent can request another ACD call from a one-per-skill 
in the usual way.
If an agent with multiple skills is active on an ACD call for a one-per-skill group, the 
agent could be forced an ACD call for one of his or her...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-111 Multiple Call Handling 
3
Agents and supervisors in on-request MCH splits/skills can use Queue Status, VuStats, 
and BCMS/CMS reports to determine if a waiting call must be answered immediately.
Considerations
nAgents can receive multiple calls only when in Auto-In or Manual-In work mode. 
All forced MCH calls are delivered with ringing at the agent’s station, not with zip...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-112 Multiple Call Handling 
3
Interactions
nAutomatic Hold
To answer a ringing ACD call, an agent in a many-forced, one-forced, or 
one-per-skill split/skill pushes the line-appearance button. If automatic hold is 
administered, the active call is automatically placed on hold. Otherwise, the agent 
must first push hold.
nCall Work Codes and Stroke Counts
Agents handle multiple ACD...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-113 Multiple Call Handling 
3
If the last agent on a forced MCH split is pending for AUX work mode in a 
nonvector-controlled split, the agent must empty the queue before going to AUX 
work mode. The agent continues receiving ACD calls until the queue is emptied.
nRedirection on No Answer
If an agent has a call active or on hold and the RONA timer expires for another 
ringing ACD...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-114 Queue Status Indications 
3
Queue Status Indications
Queue Status Indications allows you to assign queue-status indicators for Automatic Call 
Distribution (ACD) calls based on the number of calls queued and time in queue. You can 
assign these indications to lamps on agent, supervisor, or attendant terminals or consoles 
to help users monitor queue activity. 
In addition, you...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-115 Queue Status Indications 
3
Detailed Description 
There are two types of Queue Status Indications:
nNumber of queued calls (NQC)
The system report the total number of calls, excluding direct agent calls (DACs), 
in queue at a hunt group. 
nOldest queued time (OQT)
The system reports the time in queue of the oldest call in a split queue. 
You can also use auxiliary queue...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-116 Reason Codes 
3
Reason Codes
Reason Codes allows agents to enter a numeric code that describes their reason for 
entering Auxiliary (AUX) work mode or for logging out of the system. Reason codes give 
call center managers detailed information about how agents spend their time. Use this data 
to develop more precise staffing forecasting models or use it with schedule-adherence...