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 
3-137 Service Observing 
3
Service Observing Indicators
Table 3-40 shows general Service Observing indicators that observers receive.
Table 3-41 through Table 3-43 show the indicators that observers receive when they 
activate and use Service Observing. In these tables:
nWait state means that the observer has activated Service Observing but there are no 
calls or a call cannot be...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-138 Service Observing 
3
Table 3-41. Feedback When Activation Denied
Condition State Lamp Tone
No such extension denied broken flutter intercept
Extension not observable denied broken flutter intercept
Not allowed COR
1
1. Extension COR cannot be observed or COR for observer calling permission does not 
allow observing the COR of extension to be observed.
denied broken flutter...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-139 Service Observing 
3
Table 3-42. Feedback When Activation Allowed — At Time of Activation
Condition State Lamp Tone
Active-eligible call observing steady/ 
winkingconfirmation tone followed by 
connection to call
No active call wait state flash confirmation tone followed by 
silence
Call ineligible wait state flash confirmation tone followed by 
silence
Call has “No Observe”...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-140 Service Observing 
3
While observing, the observer should press only the following buttons:
nCall Appearance
nService Observing
nPosition Busy
nAuto-ckt Assure
nRelease (ACD) (This will end Service Observing)
nBridged Appearance
nAuxiliary Work
nQueue Status (NQC, OQT, AQC, and AQT)
nSystem Night Service
nHold (ignored)
Eligible VDN call observing steady/ winking hear call...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-141 Service Observing 
3
!SECURITY ALERT:
General Security
Use the following COR restrictions to prevent unauthorized observing.
nFor the observer, set the Can Be An Observer
 field on the COR form to y
.
nFor the agent to be observed, set the Can Be Observed
 field on the COR form 
to y
.
nFor the observer, grant permissions to all CORs to be observed on the Service 
Observing...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-142 Service Observing 
3
If you have administered the optional warning tone, the caller and the observer hear the 
tone only when the system connects the call to the answering or routed-to destination after 
vector processing is finished. The periodic tone is heard during the call even if the call is 
transferred off-switch. Use a warning announcement at the beginning of vector...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-143 Service Observing 
3
nHas Privacy — Manual Exclusion active, is conferenced with an extension that has 
Privacy — Manual Exclusion active, or is a VDN call that reached an extension 
that has Privacy — Manual Exclusion active
nIs in a conference where adding the observer results in more than 6 parties (see 
‘‘
Conferenced Calls’’ on page 3-143 for more detail on conferences)...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-144 Service Observing 
3
If a VDN call being observed is conferenced to an agent call being observed, the VDN 
observer continues to observe and the agent observer goes into wait state. If two observers 
(of either VDN or agent calls) are conferenced to a call, the first observer conferenced-in 
continues to observe and the second observer goes into the wait state. VDN or agent...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-145 Service Observing 
3
nCall Coverage/Call Pickup
An observer cannot observe a call answered by a covering agent or member of a 
pickup group until the called agent bridges onto the call. The observer continues 
observing a call to an observed VDN call if the call is routed to a destination that 
forwards the call (via Call Coverage, Call Forwarding, or Call Pickup).
nCall Park...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-146 Service Observing 
3
nLook Ahead Interflow
If an observed VDN call routes to another location via Look Ahead Interflow, the 
call continues to be observed. The observer hears a warning tone, if administered 
at the sending switch, when the call arrives at the receiving switch. The observer 
continues to hear the periodic tone while observing the VDN call.
nMove Agent/Change...