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 
3-147 Service Observing 
3
When return destination is triggered, the call is monitored through each return 
destination operation until the caller disconnects.
nVoice-terminal displays
Non-remote observers’ voice-terminal displays mirror exactly what is displayed 
on the observed physical or logical agent’s display. For example:
a=”3035001234 to Sales SO”
While observing a VDN, an...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-148 Universal Call ID 
3
Universal Call ID
Universal Call ID (UCID) is a unique tag assigned to a call. 
In simple call scenarios, the tag stays with that call within a network that is based on the 
DEFINITY ECS/switch connected by ISDN lines. In complex call scenarios, the tag often 
merges with other tags.
NOTE:
The UCID data element is “universal” because it does not just...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-149 Universal Call ID 
3
What Creates UCIDs?
Both DEFINITY ECS and Conversant can create UCIDs once the capability has been 
enabled. In other words, neither product automatically creates UCIDs until the feature is 
enabled.
When are UCIDs Created?
Once DEFINITY ECS or Conversant is administered to create UCIDs, these products 
assign a UCID to each call. For incoming calls over...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-150 Universal Call ID 
3
How are UCIDs Tracked?
The way a network maintains and tracks a UCID depends on the call path. To illustrate 
UCID transport throughout a call’s life cycle, this section describes several call scenarios: 
nStation-to-station Calls
nIncoming Trunk Calls
nOutgoing Trunk Calls
nSimple Transfer or Conference
nComplex Transfer and Conference
Station-to-Station...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-151 Universal Call ID 
3
The DEFINITY ECS either
nreceives UCID x
 information from an incoming call over an ISDN trunk.
ncreates UCID y
 for incoming calls that do not already have a UCID.
There is one CMS call history record for each incoming call. 
Outgoing Trunk Calls
UCID is associated with the outgoing trunk call from Phone I. 
The DEFINITY ECS creates a UCID (such as UCID...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-152 Universal Call ID 
3
2. The DEFINITY ECS creates a new UCID for the temporary conference or transfer 
portion of the call.
3. The DEFINITY ECS merges the temporary portion of the call with the original call 
when the conference or transfer is completed within the DEFINITY ECS. This is 
when the overriding UCID (such as UCID “a”), becomes the UCID for all parties 
within the...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-153 Universal Call ID 
3
3. The person at Phone III puts the conference call on hold and answers the incoming 
call from Phone IV.
4. The person at Phone III decides to add Phone IV into the conference call.
5. The person at Phone III 
a. presses the Conference button 
b. presses the call appearance button to return to the conference call
c. presses the Conference button again....

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-154 Universal Call ID 
3
NOTE:
This configuration is more common than a call coming in to INTUITY 
CONVERSANT before reaching the DEFINITY ECS/switch. 
This section describes two scenarios:
nSimple call tracking
nConversant transfers a call
Simple Call Tracking
The following call scenario describes when a call comes in to the DEFINITY ECS/switch 
before I
NTUITY CONVERSANT.
 
When...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-155 Universal Call ID 
3
2. INTUITY CONVERSANT determines the call’s destination and transfers the call 
(via an ASAI “third-party transfer” operation). 
3. The DEFINITY ECS temporarily creates a new UCID (such as UCID “a” or UCID 
“b”) for the transfer portion of the call (the original UCID is quickly merged into 
the call). 
4. The UCIDs of the transfer segment and merged call...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-156 Universal Call ID 
3
INTUITY CONVERSANT before the DEFINITY 
ECS/switch
This scenario illustrates a system configuration where a call comes in to INTUITY 
CONVERSANT before reaching the DEFINITY ECS/switch. In this configuration, 
I
NTUITY CONVERSANT provides voice response services and/or call screening so that 
the number of incoming calls to the DEFINITY ECS/switch is...