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 
3-177 Voice Response Integration 
3
Interactions
Converse splits interact like other vector-controlled splits unless noted here.
nAdjunct Switch Applications Interface (ASAI)
When a converse-on vector step places a call to an ASAI-monitored domain, ASAI 
event messages are sent over the ASAI link. When a converse-on step places an 
ASAI-monitored call, the ALERT message sent to the...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-178 Voice Response Integration 
3
nBCMS/CMS
BCMS tracks calls that a converse-on step places to a BCMS-measured hunt 
group. CMS tracks calls that a converse-on step places to a CMS-measured hunt 
group, split, or skill. 
The VDN tracks such calls as waiting in the vector. A call is considered answered 
when answered by a nonconverse split agent, not when answered by a converse...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-179 Voice Response Integration 
3
nHunt Groups
A converse-on step can deliver a call to a vector-controlled or AUDIX hunt group, 
ACD split, agent skill, or message center.
nISDN
You can administer a converse-on step to send a caller’s calling party/ billing 
number (CPN/BN) to Conversant using the caller keyword.
nIntraswitch CDR
If a converse-on call is answered and either the...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-180 Voice Response Integration 
3
nQueuing
Converse-on calls queue when they are delivered to busy hunt groups. Call 
Vectoring audible feedback is not disconnected while a converse-on call is queued.
If a converse-on step is run while a call is queued to a non-converse split, the call 
remains in queue, even after being answered by the VRU.
Converse-on steps can queue calls at...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-181 Voice Response Integration 
3
nSystem measurements
System measurements track converse-on calls to hunt groups.
nTouch-tone dialing
A caller can use touch-tone dialing while digits are passed in a converse-on 
session. The data is not corrupted. The system does not collect the dialed numbers 
as dial-ahead digits.
After the system sends digits to Conversant, a caller can enter...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-182 VuStats 
3
VuStats
VuStats presents Basic Call Management System (BCMS) statistics on phone displays. 
Agents, supervisors, call center managers, and other users can press a button and view 
statistics for agents, splits or skills, VDNs, and trunk groups.
These statistics reflect information collected during the current BCMS interval, 
information collected since the agent...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-183 VuStats 
3
How to Administer VuStats
Display the System-Parameter Customer-Options form and ensure that ACD, 
BCMS/VuStats Login IDs, BCMS/VuStats Service Level, and VuStats or VuStats (G3V4 
Enhanced) are set to yes.
Table 3-52. System-Parameter Customer-Options form
Form Field
System Parameter 
Customer-OptionsnACD
nBCMS/VuStats Login ID
nBCMS/VuStats Service Level
nVuStats...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-184 VuStats 
3
nFeature-Related System-Parameters form
—ACD Login Identification Length — 
If you are not using EAS, enter a 
number (1–9) that identifies the length of Agent Login IDs used by 
BCMS/VuStats. If you are not using BCMS/VuStats Login IDs, accept the 
default 0. This field defines the ACD login ID length and the BCMS login 
ID length, so you must coordinate with the...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-185 VuStats 
3
nAttendant Console form — Administer a VuStats feature button (vu-display)
 to 
allow an attendant to display VuStats statistics. There is no limit to the number of 
VuStats buttons that can be administered.
—Fmt 
— When you assign VuStats feature buttons, an Fmt field appears. 
You can associate a VuStats feature button with a particular display format. 
The Fmt...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-186 VuStats 
3
nVector Directory Number form
For each VDN that has statistics displayed by VuStats, administer the following 
fields:
—Acceptable Service Level
 — Specify the number of seconds within 
which calls to this VDN are answered. Calls answered within this time are 
considered acceptable. BCMS and VuStats use this value to determine the 
percentage of calls that meet the...