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 
4-19 Call Vector 
4
nAttendant Vectoring
 — Appears only when Attendant Vectoring is optioned. 
Valid entries are y
 and n
 (default). The Attendant Vectoring field defaults to n
 and 
changes are allowed to the field. If Basic Vectoring and Vector Prompting are both 
set to n
, then the Attendant Vectoring field defaults to y
 and no changes are 
allowed to the field.
To associate...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-20 Call Vector 
4
nLAI — Display-only field. Indicates whether Look-Ahead Interflow is enabled.
nG3V4 Adv Route 
— Display-only field. Indicates whether you can use the 
G3V4 Advanced Vector Routing commands.
nCINFO 
— Display-only field. Indicates whether the Vectoring (CINFO)
 
option is enabled on the System-Parameters Customer-Options form. Valid values 
are y
 or n
.
nBSR
—A y...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-21 Reason Code Names 
4
Reason Code Names
Use the Reason Code Names form to assign names to Reason Codes. You can assign a 
different name to each Reason Code for Aux Work and for Logout.
Administration Commands
Use the following administration commands to access the Reason Code Names form.
Form Instructions
Make assignments as required for the following fields on the form.
nAux...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-22 SIT Treatment for Call Classification 
4
SIT Treatment for Call 
Classification
This form is used to provide the capability of specifying the treatment of Special 
Information Tones (SITs) used for Outbound Call Management type calls with USA tone 
characteristics. The TN744 Call Classifier circuit pack ports are used to detect SITs. The 
TN744 is capable of detecting the...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-23 SIT Treatment for Call Classification 
4
nSIT Intercept
 — Sample announcement following this SIT — “XXX-XXXX 
has been changed to YYY-YYYY, please make a note of it.” Valid entries are 
answered
 and dropped
. Default is answered
.
nSIT No Circuit
 
— Sample announcement following this SIT — “All circuits are 
busy, please try to call again later.” Valid entries are answered
 and...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-24 Vector Directory Number 
4
Vector Directory Number
This form is used to define vector directory numbers (VDNs) for the Call Vectoring 
feature. A VDN is an extension number used to access a call vector. Each VDN is mapped 
to one call vector.
VDNs are software extension numbers (that is, not assigned to physical equipment). A 
VDN is accessed via direct dial CO trunks mapped to...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-25 Vector Directory Number 
4
nName
 — Enter up to a 27-character alphanumeric name that identifies the VDN. 
This is an optional field that need not contain any data. The name may be truncated 
on agents’ displays depending on the application. When information is forwarded 
with an interflowed call, only the first 15 characters are sent. Default is blank.
nAllow VDN Override?
 
—...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-26 Vector Directory Number 
4
nMessaging Server Name
 — Only displayed for the DEFINITY ECS R5r and 
newer configurations. If this VDN is associated with MSA, enter the name of the 
server as it appears in the Adjunct names form.
nMeasured
 
— Used to collect measurement data for this VDN. Valid entries are 
internal
, external
, both
, or none
. Data may be collected for reporting...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-27 Vector Directory Number 
4
This field only appears if Vectoring (Best Service Routing) is enabled on the 
System Parameters Customer-Options form.
When this field is set to n, the VDN form appears like this:
Screen 4-13. Vector Directory Number (Attendant Vectoring set to n
) — Add/Change Form
change vdn xxxxx                                                  page 1 of 2
   VECTOR...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-28 Vector Directory Number 
4
Screen 4-14. Vector Directory Number (Attendant Vectoring set to y
) — Add/Change Form
Screen 4-15. Vector Directory Numbers — List Form
Implementation Notes
nAUDIX Name and Messaging Server Name are only displayed for the DEFINITY 
ECS R5r and newer configurations.
nThe BCMS feature must have been optioned if the Measured field is set to 
internal
 or...