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 
4-39 VuStats Display Format 
4
Screen 4-19. VuStats Display Formats — List Form
Tables of Required and Allowed Fields
Table 4-1. Required and Allowed Fields — Agent and 
Agent-Extension Data Types
VuStats Data Type  Format Period Threshold Reference
acd-calls required allowed required
agent-extension
agent-name
agent-staterequired
average-acd-call-time required required allowed...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-40 VuStats Display Format 
4
shift-acd-calls allowed required
shift-aux-time-1 required allowed
shift-aux-time-2 required allowed
shift-aux-time-3 required allowed
shift-aux-time-4 required allowed
shift-aux-time-5 required allowed
shift-aux-time-6 required allowed
shift-aux-time-7 required allowed
shift-aux-time-8 required allowed
shift-aux-time-9 required allowed
shift-aux-time-all...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-41 VuStats Display Format 
4
split-agents-in-aux-9 allowed required
split-agents-in-aux-all allowed required
split-agents-in-aux-default allowed required
split-agents-in-aux-non-default allowed required
split-agents-in-other allowed required
split-agents-on-acd-calls allowed required
split-agents-on-extension-calls allowed required
split-agents-staffed allowed required...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-42 VuStats Display Format 
4
total-after-call-time required required allowed
total-aux-time required required allowed
total-available-time required required allowed
total-hold-time required required allowed
total-staffed-time required required allowed
Table 4-2. Required and Allowed Fields — 
Split Data Types 
VuStats Data Type Format Period Threshold
acceptable-service-level...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-43 VuStats Display Format 
4
agents-on-extension-calls allowed
agents-staffed allowed
average-acd-talk-time required required allowed
average-after-call-time required allowed
average-speed-of-answer required required allowed
average-time-to-abandon required required allowed
call-rate allowed
calls-abandoned required allowed
calls-flowed-in required allowed
calls-flowed-out required...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-44 VuStats Display Format 
4
calls-abandoned required allowed
calls-flowed-out required allowed
calls-forced-busy-or-disc required allowed
calls-offered required allowed
calls-waiting allowed
non-acd-connected-calls required allowed
oldest-calling-waiting required allowed
percent-in-service-level required allowed
total-acd-talk-time required required allowed
vdn-extension
vdn-name...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-45 VuStats Display Format 
4
trunk-group-number
trunks-in-use allowed
trunks-maint-busy required allowed
Table 4-4. Required and Allowed Fields — Trunk Group 
Data Types  
VuStats Data Type Format Period Threshold 

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-46 VuStats Display Format 
4 

Recorded Announcements 
A-1 Introduction 
A
DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
A
Recorded Announcements
Introduction
The Recorded Announcement feature provides an announcement to callers under a variety 
of circumstances. For example, announcements let callers know that their call is in queue 
or that the lines are busy.
This appendix gives you extended information about using the recorded announcement 
feature of the DEFINITY ECS. The sections included...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Recorded Announcements 
A-2 How to Administer Recorded Announcement 
A
How to Administer Recorded 
Announcement
The following table lists the forms that you will use to administer announcements.
Table A-1. Required Forms for Administering Announcements
Form Field
Announcements/Audio Sources 
(includes Integrated Announcement 
Translations)nAll
Feature Access Code (FAC)nAnnouncement Access Code
StationnCOS
Data Modules...