Lucent Technologies DEFINITY Enterprise Communications Server Release 8 Guide To ACD Call Centers

Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-1 Introduction 
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DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
1
Automatic Call Distribution (ACD) 
Basics — Overview and Exercises
NOTE:
This chapter provides knowledge that is prerequisite to attending an Instructor-led 
Training (ILT) course. 
Introduction
This chapter gives an overview of the Automatic Call Distribution (ACD) feature. It 
describes basic ACD capabilities for the following...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-2 ACD Terminology 
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nACD Measurement describes how CentreVu CMS collects measured data on 
splits/skills, extensions, trunks, trunk groups, VDNs, and vectors. This section also 
includes switch features that affect CMS data, such as Hold, Conference, Transfer, 
Multiple Call Handling, and so forth.
nACD Capacities contains capacity tables for DEFINITY...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-3 ACD Terminology 
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Call Distribution 
MethodsThe ACD can distribute calls to agents in a split/skill in one of four 
ways:
— Circular Hunting (Generic 2 only)
— Direct (linear) Hunting
— EAD (Expert Agent Distribution)
— UCD (Uniform Call Distribution) and EUCD (Enhanced Uniform 
Call Distribution) or MIA
CMS Call Management System.
CMS is an adjunct...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-4 ACD Terminology 
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Call  Prompting Call Prompting is a call management method that uses specialized 
call vector commands to provide flexible handling of incoming calls 
based on information collected from the caller. One example 
would be where the caller receives an announcement and is then 
prompted to select (via dialed number selection) a...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-5 ACD Terminology 
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Split/Skill Supervisor A split/skill supervisor is assigned to monitor/manage each 
split/skill and split/skill queue to accomplish specific split/skill 
objectives. A supervisor can assist agents on ACD calls, be 
involved in agent training, and control call intra/interflow.
Threshold A threshold is a point in time or criteria that...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-6 Switches and Switch Features 
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Switches and Switch Features
This section defines switches and ACDs and explains how they work. The section 
contains the following topics:
nTrunks, trunk groups, and extensions
nAutomatic-in processing definition
nThe attendant
nSwitch with attendant and extensions
nDirect Inward Dialing processing with an example...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-7 Switches and Switch Features 
1
The switches previously listed, in addition to connecting incoming calls to the proper 
destinations, are also like private COs for company employees. That is, employee phones 
are connected to a switch by telephone lines called extensions. Extensions are then 
assigned 3- 4- or 5-digit numbers within the switch...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-8 What the ACD Does 
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DID Processing Example
As an example of DID processing, say that Employee A has the external phone number 
538-1000 and the extension number 1000. Employee B has the phone number 538-9999 
and the extension number 9999. The steps in completing calls to Employees A and B 
might be as follows: 
1.Employee A’s client dials 538-1000....

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-9 Split Queues 
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Things to Know Before You Start
A voice response port or a person who answers ACD calls is called an agent. Companies 
that operate high-volume call-answering centers, for example, a catalogue sales center, a 
reservations center, or a customer service center, use the ACD feature to process incoming 
calls and distribute them to...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-10 Split Queues 
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Split Queue Call Processing
A split queue is a holding area for calls waiting to be answered, usually in the order in 
which they were received. When a call is put into queue, the caller may hear one or more 
delay announcements, music, and/or silence, depending on the treatment assigned for the 
split. (Treatment of calls in queue is...