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 Forms 
4-9 Best Service Routing (BSR) Application Plan 
4
Screen 4-4. List Best Service Routing Applications Form
list best-service-routing
BEST SERVICE ROUTING APPLICATIONS
Number Name
xxx International
xxx Tech Support
xxx Sales 

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-10 BCMS/VuStats Login ID 
4
BCMS/VuStats Login ID
If you want to monitor call activity by agent login IDs, and if the BCMS/VuStats Login ID 
field on the System-Parameters Customer-Options form is set to y
 but the EAS feature is 
not optioned, the administrator uses this form to administer valid logins.
You do not have to enter names. If you do not use names with the login IDs, the...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-11 BCMS/VuStats Login ID 
4
must readminister either the ACD login identification length to fit the 
existing logins or change the logins to match the ACD login identification 
length.
nName
 
— A name associated with the login ID (optional).
Screen 4-5. BCMS/VuStats Login IDs Form
Implementation Notes
The form appears only two pages (64 IDs) at a time. If you are adding login IDs,...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-12 Call Center System Parameters 
4
Call Center System Parameters
Call Center System Parameters are listed on pages 7 and 8 of the Feature-Related System 
Parameters form. They are duplicated here for your convenience.
Page 7 of the form
Screen 4-6. Feature-Related System Parameters form (page 7 of 8)
EAS parameters:
nExpert Agent Selection (EAS) Enabled
 
— Only displays if Expert...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-13 Call Center System Parameters 
4
nMessage Waiting Lamp Indicates Status For — Only displays if Expert 
Agent Selection (EAS)
 on the System-Parameters Customer-Options form 
is y
. If Expert Agent Selection (EAS) Enabled
 is y
, you can enter 
either station
 or loginID
, otherwise you can only enter station
.
Vectoring parameters:
nConverse First Data Delay/Second Data Delay 
—...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-14 Call Center System Parameters 
4
Service Observing parameters:
nService Observing Warning Tone
 
— Service Observing (Basic)
 
on the System-Parameters Customer-Options form must be y
 before this field may 
be administered. Enter y
 to assign a warning tone to be given to voice terminal 
users and calling parties whenever their calls are being monitored using the 
Service...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-15 Call Center System Parameters 
4
Agent and Call Selection Parameters:
nMIA Across Splits or Skills? 
— Enter y
 to remove an agent from the MIA 
queue for all the splits/skills/hunt groups that he or she is available in when the 
agent answers a call from any of his or her splits/skills/hunt groups. The default is 
n
.
nACW Agents Considered Idle?
 — Enter y
 (default) to have...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-16 Call Center System Parameters 
4
neither of these features is optioned, and if you enter a value in the BCMS 
Measurement Interval
 field, the system displays the following error 
message:
  cannot be used; assign either BCMS or VuStats first
If you receive this message, see your Lucent Technologies representative to turn 
on BCMS (Basic)
 and/or VuStats
 on the System-Parameters...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-17 Call Vector 
4
Call Vector
This form programs a series of commands that specify how to handle calls directed to a 
Vector Directory Number (VDN). Refer to the DEFINITY® Enterprise Communications 
Server Call Vectoring/EAS Guide (555-230-521) for additional information.
Administration Commands
Use the following commands to administer the Call Vector form. 
Form Instructions
Screen...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-18 Call Vector 
4
Screen 4-9. Call Vector Form (Page 2 of X)
Screen 4-10. Call Vector Form (Page 3 of X)
Make assignments as required for the following fields on the form:
nNumber
 
— Display-only field when the form is accessed using a change
 or 
display
 administration command. Enter a vector number when completing a 
paper form.
nName
 
— Enter up to 27 alphanumeric characters to...