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 
3-117 Reason Codes 
3
Detailed Description
Forced Reason Codes
If you have administered forced reason codes, agents cannot enter AUX work mode or log 
out until they enter a code. Agents can enter codes 1 — 9, but not default code 0.
If an agent enters an invalid code or fails to enter a code within the administered timeout 
interval, the change is denied and the agent remains in...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-118 Reason Codes 
3
Default Code
Default code 0 is used when the system puts an agent into AUX work mode or logs the 
agent out without the involvement of the agent. For example:
nWhen an agent logs in and is put into AUX mode
nWhen an agent makes or receives a non-ACD call from the available state
nWhen a call is redirected as a result of Redirection on No Answer (RONA) and the...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-119 Reason Codes 
3
Interactions
nAbbreviated Dialing
You can program FACs for AUX work mode or logout with or without an 
associated Reason Code on automatic-dial buttons or in abbreviated-dial lists. At 
the reason code prompt, when an agent selects an abbreviated-dial or 
automatic-dial button, the first digit of the button is taken as the reason code.
nAgents in Multiple...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-120 Redirection on No Answer 
3
Redirection on No Answer
Redirection on No Answer (RONA) redirects a ringing ACD split or skill call or Direct 
Agent Call after an administered number of rings. RONA prevents an unanswered call 
from ringing indefinitely. The call can redirect either to the split or skill to be answered by 
another agent or to a VDN for alternative call handling....

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-121 Redirection on No Answer 
3
Detailed Description
When RONA is invoked for a call, the system:
nPlaces an agent in AUX work mode, and thus unavailable to receive calls from 
other splits or skills. In an AAS, the agent is logged out.
nRedirects split or skill calls back to the split or skill or administered VDN.
Redirected calls are requeued at the highest priority so that they...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-122 Redirection on No Answer 
3
The Screen 3-1 vector shows how to provide automatic backup for a complete VRU 
failure.
Screen 3-1. Call Vector
In Screen 3-1
, the application works as expected as long as the VRU returns the digit 
string, which includes a return code of 1. In this case, the condition in Step 4 is satisfied 
and the program branches to Step 6, which provides...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-123 Redirection on No Answer 
3
RONA Routing Sequences
Table 3-34 and Table 3-35 describe how RONA redirects split or skill calls and Direct 
Agent calls.
Table 3-34. RONA Routing Sequence for Direct Agent Calls
Redirection Destination Explanation
Coverage path Direct Agent calls redirect to a coverage path, if one exists. 
Priority calls do not route to coverage.
RONA VDN If no...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-124 Redirection on No Answer 
3
Using BCMS/CMS Reports with RONA
You can use BCMS and CMS reports to determine which agents had RONA timeouts and 
how calls were redirected.
With R3V2 and later releases of CMS, the exception report lists agents who were timed 
out and made unavailable. With BCMS and earlier releases of CMS, you can determine 
which agents were in AUX work mode or...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-125 Redirection on No Answer 
3
nUse CMS Move Agents to move up to 32 agents at a time into a dedicated unused 
split/skill and then move the agents back into the AAS split/skill. You can set this 
up using the timetable on a manual-scheduled basis to activate when the VRU has 
been restored to service after a failure.
nUse ASAI to log the logged-out agents back in via ASAI login...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-126 Redirection on No Answer 
3
nAgent work modes
If an agent presses the ACW button with an ACD call ringing, the change request 
is pending. If the agent has a pending change to ACW before a RONA timeout 
occurs on a ringing ACD call, RONA timing continues. At timeout, the call is 
redirected, CMS is notified, and the agent is placed in AUX work (overriding the 
pending ACW...