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
Index 
IN-3  
ag ent selec tion method s
Least Occ upied Ag ent (LOA)
,3-29, 3-81ag entssee also most id le ag ents (MIA)
ACD work mod es
,3-11, 3-126answering  op tions,3-11automatic message waiting  lig hts,3-36
capacities, see sizing
c onsid erations
Automatic Answer
,3-19
Automatic Call Distrib ution (ACD),3-19
data screen delivery applications,3-88g reatest need  routing,3-81home ag ents
Redirection on No Answer...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503    Issue 2
December 1999
Index 
IN-4  
Attendant Control of Trunk Group  Ac cess
interactions
Call Vec toring
,3-64
Look Ahead  Interflow (LAI),3-104
Attendant Disp lay
interactions
Queue Status Ind ications
,3-115
Attendant Intrusion (Call Offer)
interactions
Automatic Call Distrib ution (ACD)
,3-38
Attendant Rec all
interactions
Call Vec toring
,3-64
Attendants
interactions
CentreVu Ad voc ate
,3-76
Audio Difficulty buttons,3-14aud io...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503    Issue 2
December 1999
Index 
IN-5  
automatic  answering , (c ontinued )
sp eakerp hones
,3-19Voic e Response Integration (VRI),3-177Automatic  Call Distrib ution (ACD),3-25to3-40
ACD sp lits, see under sp lits
ag ents
answering  op tions
,3-11
c onsid erations,3-37log ins/log outs,3-10, 3-82sizing,3-35
announc ements,3-30, 3-33, 3-36c all handling  p referenc es,3-35c hang ing  hunt g roup s,3-37
c onsid erations,3-35d ialed numb er id...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503    Issue 2
December 1999
Index 
IN-6  
Automatic  Callb ac k (ACB)
interactions
Automatic Call Distrib ution (ACD)
,3-38
Call Vec toring,3-64
Automatic  Wakeup
interactions
VDN of Orig in Announc ement (VOA)
,3-172
AUX Reason Cod es,3-116auxiliary (AUX) work modes
Ag ent Call Hand ling,3-10
lights,3-12Reason Cod es,3-116to3-117Red irec tion on No Answer (RONA),3-121
skills,3-121sp lits,3-12, 3-121auxiliary queue warning lights,3-115
auxiliary...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503    Issue 2
December 1999
Index 
IN-7  
Best Servic e Routing  (BSR), interac tions, (continued )
Facility Restriction Levels
,3-54
Information Forward ing,3-93
ISDN,3-54
Manufac turer Sp ecific  Information (MSI),3-54
Multi-Sp lit/Skill Queuing,3-54
Network Acc ess,3-54
Op e r at i ng  Sup p o r t Sys t em  In t er f a c e ( OSSI ),3-54
QSIG,3-55
Redirection on No Answer (RONA),3-55
Service Ob serving,3-55
Tr an sf e r,3-55
Trunk Cod e Ac cess...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503    Issue 2
December 1999
Index 
IN-8  
Call Center, (c ontinued )
Multiple Call Handling  (MCH)
,3-108Queue Status Indic ations,3-114Red irec tion on No Answer (RONA),3-120
Universal Call ID (UCID),3-148VDN in a Coverag e Path (VICP),3-148VDN of Orig in Announc ement (VOA),3-168
Vu Sta t s,3-182Call Center features
Voic e Response Integration (VRI),3-174
Call Center System Parameters form,4-12Call Coverag e
interactions
Ag ent Call Hand ling...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503    Issue 2
December 1999
Index 
IN-9  
Call Park
interactions
Call Vec toring
,3-65
Exp e r t A g e nt  Sel e c t i on  ( EAS),3-84
Service Ob serving,3-145
VDN in a Coverag e Path,3-165
Voic e Resp onse Integ ration (VRI),3-178
Call Pic kup
directed call pickup
,3-84interactions
Ag ent Call Hand ling,3-20
Exp e r t A g e nt  Sel e c t i on  ( EAS),3-84
Redirection on No Answer (RONA),3-129
Service Ob serving,3-145
VDN of Orig in Announc ement...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503    Issue 2
December 1999
Index 
IN-10  
Call Vec toring , interac tions, (c ontinued)
Conferenc e—Terminal
,3-66
Data Restriction,3-66
Demand  Print,3-63
Fac ility Busy Ind ic ation,3-66
Fac ility Restric tion Levels (FRL) and  Traveling  Class Marks (TCM),3-66, 3-68
Fac i li t y Tes t  Ca l ls,3-66
forced  entry of acc ount c od es (FEAC),3-66
Individ ual Attend ant Ac cess,3-66
Integ rated  Directory,3-66
Interc ep t Treatment,3-66
Inter-PBX...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503    Issue 2
December 1999
Index 
IN-11  
CenterVu CMS,3-18, 3-20
central offic es (COs)
Ab and oned  Call Searc h,3-4timnely d isc onnect sup ervision,3-4
Centralized  Attend ant Servic e (CAS)
interactions
Look Ahead  Interflow (LAI)
,3-106
CentreVu Advocate,3-69to3-77c onsid erations,3-72
forms,3-71interactions
Ad d /Remove Skill via FAC,3-76
Ag ent Hold,3-76
Ag ent Log in/Log out,3-76
Attend ants,3-76
AUDIX,3-76
Auto Availab le...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503    Issue 2
December 1999
Index 
IN-12  
Consult
interactions
VDN in a Coverag e Path
,3-166
conventions used,xiiiCONVERSANT voic e information system (CVIS)
host/ad junc t c all routing,3-91
Inb ound Call Manag ement (ICM),3-86, 3-88Voic e Response Integration (VRI),3-174converse command s,3-145
converse-on vec tor command,3-174converse sp lits, see und er sp lits
converse-on vec tor command,3-18
Corp orate Sec urity,xixCoverag e Incoming...