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 
4-29 Vector Directory Number 
4
nThe 1st/2nd/3rd Skill fields are only displayed when Expert Agent Selection is 
enabled on the System-Parameters Customer-Options form.
nThe BCMS Acceptable Service Level (sec) field is only displayed if the BCMS 
Acceptable Service Level option is enabled on the System-Parameters 
Customer-Options form and the Measured field is internal
 or both
....

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-30 Vector Routing Table 
4
Vector Routing Table
This form is used to store ANI or Digits that you refer to in goto vector steps. It is 
available to you only if the Vectoring (G3V4 Enhanced) field on the System-Parameters 
Customer-Options form is set to y
.
For more information, refer to ‘‘
Call Vectoring’’ on page 3-61 or to 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 
4-31 Vector Routing Table 
4
nNumber (1-32)
 — Enter a number. Default is blank. Entries in this field also can 
include the +
 and/or ?
 wildcard. The +
 represents a group of digits. The ?
 
represents a single digit. The field is limited to 16 characters and these characters 
are restricted as follows:
— You may enter only a plus sign (+), a question mark (?), or the numbers 0...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-32 VuStats Display Format 
4
VuStats Display Format
Use the VuStats Display Format form to define the content and layout of information on 
VuStats voice terminal displays. The system has 50 different display formats; the first 
display is a predefined example format, which can be changed; displays 2 through 50 are 
blank. Each display format can contain up to ten data items....

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-33 VuStats Display Format 
4
nObject Type
 — The type of object for which data will be displayed. Enter one of 
the following values: agent
” (for staffed agents to view their own statistics), 
agent-extension
 (for other users to view agent statistics), split
 (default), 
trunk-group
, or vdn
.
nUpdate Interval
 
— The interval, in seconds, between display updates. Enter one 
of the...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-34 VuStats Display Format 
4
NOTE:
Some data types have preset maximum field length limits based on the 
DEFINITY ECS/switch administration. For example, the data type 
acceptable-service-level
 is taken from the BCMS Acceptable Service 
Level field on the Hunt Group and Vector Directory Number forms; on this 
form, the field allows a maximum number of four characters. Therefore, for...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-35 VuStats Display Format 
4
nFormat
 — The format for displaying the data type. The format is required only 
for a data type with a time value. Enter one of the following Format values. 
Default is blank.
nPeriod 
— Enter the measurement period for the data type. If the data type is 
historical data, you cannot leave this field blank. Valid entries are day
 (midnight 
to the current...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-36 VuStats Display Format 
4
—To p
 references the first-administered, highest-level skill for EAS agents, 
or the first split logged into for non-EAS agents. 
NOTE:
With EAS, the top skill for VuStats is the first administered, highest 
level skill measured internally
 or both
. For CMS it is the 
first-administered, highest-level skill measured externally
 or both
. 
Therefore, it...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-37 VuStats Display Format 
4
Screen 4-18 shows an example of a completed VuStats Display Format screen.
Screen 4-18. VuStats Display Format — Example Change/Display Form
change display-format 11                                        Page   1 of   1
                               VUSTATS DISPLAY FORMAT
        Format Number: 11  Object Type: agent
   Next Format Number: 12  Update...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-38 VuStats Display Format 
4
List VuStats Display Format Screen
A second VuStats Display Format screen is available with the list
 command. The purpose 
of this screen is to present the format of all, or a selected number, of VuStats displays. The 
List VuStats Display Format screen displays the Format Number, Next Format Number, 
Number of Intervals, Object Type, Update Interval,...