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-13  
Distrib uted  Communic ations System (DCS)
interactions
Automatic Call Distrib ution (ACD)
,3-39
CentreVu Ad voc ate,3-77
Service Ob serving,3-145
Voic e Resp onse Integ ration (VRI),3-178
E
Exp ert Ag ent Selec tion (EAS),3-78to3-85ag ent ad ministration,3-80ag ent log in IDs,3-82to3-83
call distribution,3-81c all handling  p referenc e,3-81c onsid erations,3-83
d irec t ag ent announc ement (DAA)...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503    Issue 2
December 1999
Index 
IN-14  
F
Fac ility Busy Ind ication
interactions
Call Vec toring
,3-66
Fac ility Restric tion Levels (FRL) and  Traveling Class Marks (TCM)
interactions
Call Vec toring
,3-66, 3-68
Look Ahead  Interflow (LAI),3-106
Fa c i l i t y  Te s t  C a l l s
interactions
Call Vec toring
,3-66
failures
voic e resp onse units (VRU),3-121
feature access codes (FAC)
ag ent log in,3-10skill c hanges,3-6
Feature-Related...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503    Issue 2
December 1999
Index 
IN-15  
I
Inb ound  Call Management (ICM),3-86to3-92ad juncts,3-86, 3-91
ap p lications
ad junc t ap p lic ations,3-88
ag ent d ata screen d elivery,3-88
Call Prompting,3-88
Calling  Party Numb er/Billing  Numb er (CPN/BN),3-88
d irec t ag ent calling (DAC),3-88
voic e resp onse units (VRU),3-88
c onfig urations,3-89to3-90c onsid erations,3-92
CONVERSANT voic e information system...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503    Issue 2
December 1999
Index 
IN-16  
Inter-PBX Attend ant Servic e (IAS)
interactions
Call Vec toring
,3-66
Intraflow and  Interflow,3-99to3-101ACD c all red irec tion op tions,3-99interactions
Automatic Call Distrib ution (ACD)
,3-39
Call Coverag e,3-101
Call Vec toring,3-67
Temp orary Bridg ed Ap p earanc e,3-101
ISDN
interactions
Voic e Resp onse Integ ration (VRI)
,3-179
L
Least Oc cup ied  Agent
CentreVu Ad voc ate,3-69
Least Oc cup...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503    Issue 2
December 1999
Index 
IN-17  
Look-Ahead  Interflow
interactions
VDN in a Coverag e Path
,3-166
Luc ent Tec hnolog ies
Centers of Exc ellence,xixCorp orate Security,xix
National Customer Care Center Supp ort Line,xixTechnic al Desig n Center,3-92Technic al Servic e Center,xix
M
manual answer, see und er ag ents
manual-in work mod es,3-12
MEGACOM 800 service,3-37messag e c enters
Red irec tion on No Answer (RONA),3-130
Voic e Response...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503    Issue 2
December 1999
Index 
IN-18  
Multip le Call Hand ling  (MCH), (c ontinued )
setting s
many forc ed
,3-110
on req uest sp lits/skills,3-109
one forc ed,3-109
one p er skill MCH,3-109
work modes,3-111Multip le Skill Queuing
interactions
CentreVu Ad voc ate
,3-77
multip le sp lits, see und er splits
music  on d elay
,3-146Music on Hold Access
interactions
Redirection on No Answer (RONA)
,3-130
Service Ob serving,3-146
Voic e Resp onse...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503    Issue 2
December 1999
Index 
IN-19  
p hones
b utton assig nments
,3-18Pred ic ted Wait Time
CentreVu Ad voc ate,3-69
Priority Calling
interactions
Call Vec toring
,3-67
Inbound  Call Manag ement (ICM),3-92
priority queuing,3-34processor data modules (PDM),3-57Prop erty Manag ement System (PMS) Interfac e
interactions
Call Vec toring
,3-67
Q
Queue Status Ind ic ations,3-114to3-115interactions
Attend ant Disp lay
,3-115
Call Manag ement...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503    Issue 2
December 1999
Index 
IN-20  
Reason Cod es, interac tions, (continued )
d irec t ag ent calling (DAC)
,3-119
multip le skills,3-119
Redirection on No Answer (RONA),3-119
Vu St a t s,3-207
req uested  reason c odes,3-117
Rec orded  Announcement
interactions
Call Vec toring
,3-67
Service Ob serving,3-146
Red irec tion on No Answer (RONA),3-120to3-132ap p lications,3-121auxiliary (AUX) work mod es,3-121
c onsid...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503    Issue 2
December 1999
Index 
IN-21  
Red irec tion on No Answer (RONA), (c ontinued )
returning  AAS ag ents to service
,3-124ringing c all timers,3-131routing sequences,3-123
sp lit lamp  ind ic ators,3-124timer descriptions,3-132timer interac tions,3-132
vector d irec tory numb ers (VDN),3-120voic e resp onse unit (VRU) ap plications,3-121wait answer supervision timers (WAST),3-132
reg ulations (for Service Ob serving),3-133Release b...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503    Issue 2
December 1999
Index 
IN-22  
Servic e Observing, interac tions, (continued )
Call Pic kup
,3-145
call work codes (CWC),3-145
CallVisor ASAI,3-144
c onverse c ommand s,3-145
d ialed  number id entific ation servic e (DNIS),3-145
d irec t ag ent calling (DAC),3-145
Distributed Communications System (DCS),3-145
Exp e r t A g e nt  Sel e c t i on  ( EAS),3-85
groups,3-146
Hold,3-145
Integ rated  Directory,3-145
Leave Word  Calling...