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
Recorded Announcements 
A-3 Recorded Announcement Types 
A
Recorded Announcement Types
The DEFINITY supports several recorded announcement types. Each support 
announcement type is described below.
Analog Line
If you are using an analog line, then it is required that you use an external announcement 
machine for recorded announcements. The external announcement machine must be 
connected by an analog line port.
Analog...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Recorded Announcements 
A-4 Recorded Announcement Types 
A
The ds1-id and ds1-sa types provide a forward disconnect via transitions of the “A” 
signaling bit to the device, which indicates when playback should be stopped. Callers 
listening to announcements do not hear clicks when the device disconnects (goes 
on-hook).
ds1-id
The ds1-id announcement type provides an EIA/TIA foreign-exchange (FX) type DS1 
interface. The...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Recorded Announcements 
A-5 When to Use Recorded Announcements 
A
When to Use Recorded 
Announcements
The following list summarizes the most common instances of recorded announcement 
use:
nDID calls cannot be completed as dialed.
nIncoming private-network access calls cannot be completed as dialed.
nCalls enter a split or skill (first announcement).
nDDC, UCD, or direct-agent calls have been in queue for an assigned...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Recorded Announcements 
A-6 About Barge-in 
A
About Barge-in
Normally, the system connects multiple callers to the beginning of an announcement, 
regardless of announcement type. However, you can also administer auxiliary trunk 
announcements, DS1 announcements, and integrated announcement to allow callers to 
begin listening to an announcement after the system has begun playing its message. This 
capability is called...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Recorded Announcements 
A-7 Integrated Announcements and Announcements Recorded on External Devices 
A
Integrated Announcements and 
Announcements Recorded on 
External Devices
Recorded Announcement allows you to administer either integrated announcements or 
announcements recorded on external devices. The external devices connect to the switch 
via analog line circuit packs or auxiliary trunk interfaces, such as a...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Recorded Announcements 
A-8 Integrated Announcements and Announcements Recorded on External Devices 
A
!CAUTION:
The announcements from MSS that are automatically restored are the last 
announcement saved to MSS. If multiple circuit packs are used, MSS might not 
contain the announcement for the B or A circuit pack.
TN750C
The TN750C circuit pack has on-board FLASH memory backup, which substantially 
reduces the time...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Recorded Announcements 
A-9 Procedures for Recorded Announcements 
A
Procedures for Recorded 
Announcements
You can record, play back, or delete integrated announcements by initiating an 
announcement session. To do this, you must have console permissions assigned to your 
Class of Service (COS) for the internal station or Remote Access barrier code in order to 
initiate an announcement session.
Announcement sessions...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Recorded Announcements 
A-10 Recorded Announcements, the ACD, and Other Call Center Features 
A
Play Back the Announcement
After you have completed a recording and hung up, do not immediately dial the extension. 
The announcement just recorded remains busy for approximately 15 seconds. The 
announcement just recorded can be played back by dialing the FAC plus the 
announcement extension, the 2
 before the 15 second timer...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
GL-1
Glossary and Abbreviations 
 
GL
Glossary and Abbreviations
Numerics
3B2 Message Server
A software application that combines voice and data messaging services for voice-terminal users whose 
extensions are connected to a system.
800 service
A service in the United States that allows incoming calls from certain areas to an assigned number for a 
flat-rate charge based on usage.
A
AA
Archangel. See angel
.
AAC
ATM...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-2  
access code
A 1-, 2-, or 3-digit dial code used to activate or cancel a feature, or access an outgoing trunk.
access endpoint
Either a nonsignaling channel on a DS1 interface or a nonsignaling port on an analog tie-trunk circuit pack 
that is assigned a unique extension.
access tie trunk
A trunk that connects a main communications system with a tandem communications system in an...