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 
3-127 Redirection on No Answer 
3
When a call is redirected via ASAI Redirect Call, the RONA timer is canceled.
nAttendant return call
If an attendant extends a call to an ACD split or VDN for which the return call 
timer is not activated, the call does not interact with RONA. The Attendant Return 
Call Timer is not set if an attendant extends the call to another attendant. 
nAUDIX...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-128 Redirection on No Answer 
3
nAutomatic answering
If an agent with automatic answering receives a call with zip tone instead of 
ringing, RONA timing is canceled. 
nCall Coverage 
Direct Agent calls are redirected to the agent’s coverage path if a path is 
administered. A temporary bridged call appearance is not maintained for a call 
directed to an ACD hunt group or VDN, or...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-129 Redirection on No Answer 
3
nCall Forwarding All
If an adjunct Direct Agent call is made to an agent’s extension that has Call 
Forwarding All assigned and it is redirected by RONA, the call follows the agent’s 
coverage path.
A call forwarded via Call Forwarding to a split or logical agent ID with RONA is 
sent to the principal’s coverage path instead of going to the split’s...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-130 Redirection on No Answer 
3
nDirect Agent Calling
RONA applies to Direct Agent calls from splits with RONA assigned. RONA 
timing applies when a Direct Agent call (from an adjunct or phone) is delivered to 
and rings an agent with manual answering. Agents are placed in AUX work mode 
or logged out even if they are the last agent in the split and ACD split calls are 
queued....

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-131 Redirection on No Answer 
3
nNight Service
When Night Service is activated, calls (including RONA calls) for the hunt group 
redirect to the night station extension. If the night service split has RONA 
assigned, RONA timing is reapplied to the redirected call.
nQueue status indications
Calls that RONA requeues are counted in the queued calls total. When a RONA 
call is...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-132 Redirection on No Answer 
3
If you want RONA notification and redirection, set the number of rings (or equivalent 
time) for a RONA timeout to shorter than other timeout periods. DA timers start when a 
call is placed in queue and continue when the call rings the station. Since RONA starts 
only when the call is ringing, the RONA interval is usually set to two or three rings,...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-133 Service Observing 
3
Service Observing
Service Observing allows a specified user, such as a supervisor, to observe or monitor 
another user’s calls. In this section, “observer” refers to the supervisor who is observing 
calls. “Agent” refers to the terminal, attendant, or logical agent being observed. A vector 
directory number (VDN) call can also be observed. Observers can...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-134 Service Observing 
3
nClass of Restriction form 
— On the agent’s COR form, set the Can Be Service Observed
 field 
to yes
 to allow the extension to be observed.
— On the observer’s COR form, set the Can Be Service Observer
 
field to yes
 to allow the extension owner to observe others’ extensions.
— On the observer’s COR form, grant permission to observe specific CORs. 
On...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-135 Service Observing 
3
Observing Logical-Agent IDs
With EAS, an observer can observe agents based on their logical-agent ID rather than their 
physical phone. The observer enters the logical-agent ID extension number of an agent, 
who must be logged in to a phone. The observer can monitor every ACD, personal, and 
Direct Agent call delivered to or placed by the agent, including...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-136 Service Observing 
3
Observing Remotely or by FAC
Observers can observe calls from a remote location or local terminal using Service 
Observing FACs. When observing remotely, observers must use FACs. Different FACs are 
required for listen-only and listen/talk modes. When observing locally or remotely by 
FAC, the observer cannot toggle between modes. Physical extensions,...