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
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-11 Split Queues 
1
Announcements for Calls in a Split Queue
When a call enters a split queue, the caller hears ringing until the call is connected to an 
agent or an announcement. Depending on the treatment assigned to a split, the caller may 
hear one or two announcements, music, or silence. An announcement is a recorded 
message that provides...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-12 Split Queues 
1
nCalls that reach a split by way of Call Forwarding from another split (Interflow) or 
station do receive delay first and second announcements if administered and the 
delay intervals are met. 
Announcement Queuing
External and internal announcement units are available. The number of calls that can be 
queued to an announcement...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-13 Split Queues 
1
With Abandoned Call Search, the switch checks the incoming trunk before delivering an 
ACD call to an agent. If the trunk is on-hook at the CO (the call has been abandoned), the 
switch releases the trunk and does not deliver the call. If a call is still in progress on the 
trunk, the switch delivers the call to an agent.
Intraflow...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-14 Split Queues 
1
Splits can also be set up to intraflow calls when one or all of the following criteria are met:
nDon’t Answer
Calls redirect if not answered within the assigned Don’t Answer Interval (1 to 99 
ringing cycles).
nBusy
Calls redirect when the split’s queue is full; that is, when the number of calls in 
queue equals the administered queue...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-15 Split Queues 
1
redirect the call to the next destination. Thus, when unconditional and conditional 
intraflow are used together, the conditional intraflow criteria are applied to the 
forwarded-to destination, not to the original split.
This combination of unconditional and conditional intraflow allows Dialed Number 
Identification Service (DNIS)...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-16 Distributing and Handling Calls 
1
Trunk Group Night Service
Trunk Group Night Service redirects all calls arriving over a split’s assigned trunk groups 
to an internal destination. The Night Service destination for the trunk group and the voice 
terminal button used to activate the feature are assigned through switch administration.
Trunk Group...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-17 Distributing and Handling Calls 
1
The following descriptions of ACD call distribution assume that the Multiple Call 
Handling (MCH) feature is not assigned. Agent availability is different for splits assigned 
the MCH feature. 
Some types of call distribution are not available with some versions of switch software.
Direct
ACD software searches for...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-18 Distributing and Handling Calls 
1
on AUXIN or AUXOUT extension calls from the available state, or on an ACD call for 
another split or skill (unless the “MIA across splits/skills” option is turned on). Agents in 
ACW are in eligible agent queues on G3 switches. You can choose whether these agents 
are or are not in the eligible-agent queues for the...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-19 Distributing and Handling Calls 
1
Things to Know Before You Start
The capability of a voice terminal to receive EXT-IN calls or to make EXT-OUT calls can 
be restricted through switch administration. The following descriptions of agent call 
handling assume that the Multiple Call Handling (MCH) feature is not assigned. Agent 
availability and call...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-20 Distributing and Handling Calls 
1
Agent States and Call Answering Modes
Agent State is the current status of an agent. Work modes are the work function(s) the 
agent is performing at a given time.
When the agent is engaged in an ACD call, the agent is in the ACD agent state.
After staffing an extension, the agent is in the auxiliary work (AUX-WORK)...