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 
3-207 VuStats 
3
nEAS-PHD
When you have EAS-PHD enabled, VuStats can provide statistical data for all 
twenty skills. However, agent statistics by skill (agent or agent-extension object 
types) are available only for the current interval or for the “shift-acd-calls” and 
“shift-average-acd-talk-time” data types.
nIntegrated Directory 
If an agent activates Integrated Directory,...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-208 VuStats 
3 

DEFINITY ECS ACD Call Center Forms 
4-1 Introduction 
4
DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
4
DEFINITY ECS ACD Call Center 
Forms
Introduction
This chapter defines the DEFINITY ECS forms that are used to administer the ACD Call 
Center features.
List Call Center Forms
Forms Page
Agent LoginID
4-2
Best Service Routing (BSR) Application Plan4-7
BCMS/VuStats Login ID4-10
Call Center System Parameters4-12
Call Vector4-17
Reason Code Names4-21
SIT Treatment for...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-2 Agent LoginID 
4
Agent LoginID
This form is used to administer Agent LoginIDs for the Expert Agent Selection feature.
Administration Commands
Use the following administration commands to administer the Agent LoginID form.
Form Instructions
Make assignments as required for the following fields on the form:
nLogin ID
 
— Display-only field. Contains the identifier for the Logical...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-3 Agent LoginID 
4
the skill that will otherwise deviate most from its administered allocation. 
Percent-allocation
 is available only with the CentreVu Advocate software. For 
more information, see the
 CentreVu® Advocate User Guide (585-210-927).
nService Objective
 —This field is displayed only when the call handling 
preference is greatest-need
 or skill-level
. You may enter y...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-4 Agent LoginID 
4
nAUDIX Name for Messaging
 — Only applicable to the DEFINITY ECS R5r 
and newer configurations. Enter the name of the AUDIX used for LWC Reception 
and/or the name of the AUDIX that provides coverage for this Agent LoginID or 
leave blank (default).
nMessaging Server Name for Messaging
 
— Only applicable to the 
DEFINITY ECS R5r and newer configurations. Enter the...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-5 Agent LoginID 
4
the skill’s EWT drops below the threshold. Service Level Supervisor is available 
as part of the CentreVu Advocate software. For more information, see the
 
CentreVu® Advocate User Guide (585-210-927).
nSL (Skill Level) — Enter the priority level that each skill has for this particular 
agent. If EAS-PHD is not optioned, 2 priority levels are available. If EAS-PHD...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-6 Agent LoginID 
4
Screen 4-2. List Agent LoginID Form
The following fields appear only on the List Agent LoginID form. All of these fields are 
display-only:
nExtn
 — The physical extension at which this agent is currently logged in. This 
field is blank if the agent is not logged in.
nDir Agt
 — Shows the entry in the Direct Agent Skill field.
nAAS/AUD
 — This field is y
 if the...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-7 Best Service Routing (BSR) Application Plan 
4
Best Service Routing (BSR) 
Application Plan
Use this form to identify the remote locations used in each BSR application.
NOTE:
For an explanation of BSR application plans see ‘‘Best Service Routing’’ on 
page 3-44.
For more information about Best Service Routing, refer to the DEFINITY
® Enterprise 
Communications Server Call...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-8 Best Service Routing (BSR) Application Plan 
4
nMaximum Suppression Time
 — Enter the maximum poll suppression time in 
seconds from 0
-60
. This value applies when a subsequent Call Vector consider 
command replaces a location as the best. For example, if the poll suppression time 
is set to 30 seconds, the remote location polling is suppressed for up to 30 seconds 
if the...