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 
3-167 VDN in a Coverage Path 
3
nTerminating Extension Groups
A VDN may be assigned as the last point in the coverage path for a Terminating 
Extension Group.
nTransfer
Calls may be transferred to extensions that cover to a VDN. Users who receive a 
covered call may transfer it to a VDN. If a transfer attempt goes to coverage and 
covers to a VDN, the user at the answering station...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-168 VDN of Origin Announcement 
3
VDN of Origin Announcement
VDN of Origin Announcement (VOA) provides agents with a short message about a 
caller’s city of origin or requested service based on the VDN used to process the call.
Use VOA messages to help agents to respond appropriately to callers. For example, if you 
have two 800 numbers, one for placing orders and one for...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-169 VDN of Origin Announcement 
3
To repeat the VOA, an agent presses the VOA Repeat button. The VOA Repeat button 
lamp lights during the VOA. The VOA Repeat button lamp remains lit if the repeat 
request is queued. If an agent presses the VOA Repeat button while the lamp is lit, the 
VOA is stopped. If an agent presses the VOA Repeat button but there is no VOA or the 
system...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-170 VDN of Origin Announcement 
3
nIf you have multiple announcement boards, you should place shorter VOAs on one 
board and longer recorded announcements on the other to avoid delaying delivery 
of VOAs. If you have only one announcement board, place VOAs on the 
integrated board and consider installing an auxiliary announcement device for 
longer announcements.
nAgents must be...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-171 VDN of Origin Announcement 
3
Interactions
nAgent Call Handling (Answering Options)
— Automatic Answer
ACD agents at phones in Auto Answer mode hear a zip tone, then the 
VOA. You can also administer a zip tone after the VOA completes, to alert 
agents that an announcement is complete and a caller is connected. 
Non-ACD agents can receive a VOA if a call is routed to them via...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-172 VDN of Origin Announcement 
3
nData Restriction
Data Restriction prevents tones from being applied to line or trunk circuits during 
a data call. VOAs are not played for data-restricted calls.
nDirect Agent Calling
Direct Agent Calling allows a vector to route a call to particular ACD agent and 
have the call treated as an ACD call. The VOA only applies to direct agent calls...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-173 VDN of Origin Announcement 
3
nSupervisor Assist
If an agent requests supervisor assistance and conferences the supervisor into a 
call, either the agent or the supervisor can use their VOA Repeat button to replay 
the VOA, but only the person who presses the button hears the VOA.
nTransfers
If an agent receives a VDN call and transfers the call, the answering party can use...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-174 Voice Response Integration 
3
Voice Response Integration
Voice Response Integration (VRI) integrates Call Vectoring with the capabilities of voice 
response units (VRUs) such as the Lucent Technologies Conversant Voice Information 
System (CVIS). With VRI, you can:
nRun a VRU script while retaining control of a call in vector processing
nRun a VRU script while a call is...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-175 Voice Response Integration 
3
Detailed Description
A call queued to an ACD split retains position in the queue while a VRU script is being 
run. When an agent becomes available, the line to the VRU is dropped and the caller 
connects to the agent.
The converse-on command delivers a call to a predetermined converse split (skill). A 
converse split is administered and operates...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-176 Voice Response Integration 
3
You can use digits returned from the VRU in the following ways:
nTo display for the answering agent’s (automatically for 2-line displays or with the 
CALLR-INFO button for other displays)
nAs an extension in a route-to digits vector step. For example:
converse-on split. . . . (VRU returns 4 digits)
collect 4 digits after announcement none
route-to...