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 
3-157 Universal Call ID 
3
Interactions
nDistributed Communications System (DCS)
If DCS is used in a network of DEFINITY ECS/switches where UCIDs are tracked, 
the DCS feature must be configured with ISDN trunks having the Shared UUI 
service protocol. Otherwise, calls that are handled through one of the many DCS 
features (such as DCS Coverage) will not retain the UCID initially...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-158 Universal Call ID 
3
NOTE:
You can check your software version numbers by typing list config software 
at 
the SAT terminal. Because “R6” (Release 6) includes 6.1 through 6.3, you may have 
to check that your network has the separate 6.3 upgrade (this is the earliest version 
of the DEFINITY ECS software to support UCID).
To maximize the benefits of UCID, it is recommended...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-159 Universal Call ID 
3
How to Administer Universal Call ID
These instructions assume you’re using the SAT (Subscriber Access Terminal) screen or a 
terminal emulator to access the DEFINITY software. 
There are three tasks involved in administering UCID on DEFINITY ECS. Complete 
these tasks in the following order:
Task A. Check ASAI Interface before enabling UCID
Task B. Set...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-160 Universal Call ID 
3
For the DEFINITY ECS/switch to create and send UCIDs:
1. If your network includes CMS and you want CMS to track UCIDs, then enter 
busyout mis 
in the command line. If not, go to step 2.
2. In the command line, enter change system-parameters feature
 and press 
RETURN. 
The Feature-Related System Parameters form comes up.
3. Go to page 4 of the form.
4. In...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-161 Universal Call ID 
3
11. Press   
to save your work.
12. In the command line, enter release mis
.
Task C:  Enable UCID Transmission on Trunk 
Groups
When you send UCIDs over ISDN trunks, it is administered on a trunk group basis. Ta b l e  
3-48 provides the form and field information that you need to perform this task.
To enable UCID transmission on a trunk group:
1. In the...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-162 Universal Call ID 
3
Considerations
— UCID has been tested with several major carriers. To find out if these capabilities 
work with your carrier, check with your account team for the most current 
information. If testing has not been done to verify operation over the public 
networks involved with the preferred specific configuration, use of private ISDN 
trunking between the...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-163 VDN in a Coverage Path 
3
VDN in a Coverage Path 
VDN in a Coverage Path (VICP) enhances Call Coverage and Call Vectoring. If Basic 
Call Vectoring or Call Prompting is enabled on your switch, you can assign a Vector 
Directory Number (VDN) as the last point in a coverage path. Calls that reach this 
coverage point can be processed by a vector or by Call Prompting.
How to...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-164 VDN in a Coverage Path 
3
Interactions
nAAR/ARS Partitioning
The class of restriction assigned to the VDN determines the partition group 
number (PGN). The PGN in turn determines the AAR or ARS routing tables used 
by route-to commands.
nASAI
For direct calls to a VDN, the adjunct routing command operates like the 
command route to digits with coverage=y. For calls that cover...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-165 VDN in a Coverage Path 
3
nCall Forwarding
Calls that have covered to a VDN cannot be redirected by Call Forwarding.
nCall Park
A parked call will not cover to a VDN. When a call is parked at an extension with 
a VDN in its coverage path, the call will continue ringing the extension. If the call 
is parked to a hunt group extension and the call is in queue, the call will...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-166 VDN in a Coverage Path 
3
locally, information identifying the principal and the reason for redirection are 
retained with the call. This information can be displayed on display phones or 
passed to an AUDIX or Message Center system.
nClass of Restriction (COR)
The COR assigned to the covering VDN governs the vector routing of the call.
nConference
Calls in an established...