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-23  
skills, (continued )
setting s
many forc ed MCH
,3-110
one forc ed MCH,3-109
one p er skill MCH,3-109
vector c ontrolled skills,3-181voic e resp onse units (VRU),3-175
Vu Sta t s,3-206sp eakerp hones,3-19sp ecial information tones (SIT),4-22
sp eec h p rocessing  ad junc ts,3-90sp lits
ACD sp lit q ueues,3-30
ACD sp lits,3-19, 3-25, 3-36, 3-120ad junct c ontrolled,3-126auxiliary (AUX) work mod es,3-121...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503    Issue 2
December 1999
Index 
IN-24  
T
T1 c onnec tivity,3-179
Tec hnical Service Center,xixtelep hony services servers,3-86Temporary Bridged Appearance
interactions
Intraflow and  Interflow
,3-101
Terminating  Extension Group  (TEG)
interactions
Automatic Call Distrib ution (ACD)
,3-40
Terminating  Extension Group s
interactions
VDN in a Coverag e Path
,3-167
Time of Day (TOD) Routing
interactions
Call Vec toring
,3-67
timed  after call...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503    Issue 2
December 1999
Index 
IN-25  
U
uniform c all distrib ution (UCD)
Automatic  Call Distrib ution (ACD)
,3-28Voic e Response Integration (VRI),3-181Universal Call ID (UCID),3-148to3-162
Ad ministering UCID,3-159Before you ad minister UCID,3-157creating,3-149
interactions
Distributed Communications System (DCS),3-157
Remote AUDIX,3-157
purpose,3-148
Ta nd e m Ca ll s,3-157testing,3-162tracking
c omp lex c onference
,3-152
CONVERSANT b...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503    Issue 2
December 1999
Index 
IN-26  
VDN in a Coverag e Path (VICP),3-163
interactions
Service Ob serving,3-146
VDN of Origin Announcement (VOA),3-168to3-173auxiliary trunks (aux-trunks),3-170c onsid erations,3-169
detailed description,3-168distribution,3-173forms,3-168
interactions
Ag ent Call Hand ling,3-171
Auto Availab le Split (AAS),3-171
Automatic Wakeup,3-172
Call Coverag e,3-171
Call Forward ing,3-171
Call Pic kup,3-171
CallVisor...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503    Issue 2
December 1999
Index 
IN-27  
Vec tor Routing  Tab le form,4-30to4-31
vector routing  tab les,4-30Voice Messag ing Systems
interactions
Redirection on No Answer (RONA)
,3-127
Voic e Resp onse Integ ration (VRI),3-177
Voice Resp onse Integ ration (VRI),3-174to3-181audiotex ap p lic ations,3-174
CONVERSANT voic e information system (CVIS),3-174c onverse-on vec tor c ommand,3-174detailed description,3-175
dial ahead...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503    Issue 2
December 1999
Index 
IN-28  
Voice Resp onse Integ ration (VRI), (continued )
security alerts
,3-176voic e resp onse units (VRU),3-174voic e response units (VRU)
failures
,3-121Inb ound Call Manag ement (ICM),3-88Red irec tion on No Answer (RONA),3-121
Voic e Response Integration (VRI),3-174Voic e Terminal Disp lay
interactions
Exp e r t A g e nt  Sel e c t i on  ( EAS)
,3-85
Queue Status Ind ications,3-115
Service Ob serving,3-147...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503    Issue 2
December 1999
Index 
IN-29  
VuSt at s  D is p l a y For m at  f or m,4-32to4-45
ad ministration command s,4-32instructions,4-32req uired and  allowed  field tables,4-39
sc reens,4-36VuStats feature
display formats
split d ata typ es
,4-42
trunk group data types,4-44
VDN data types,4-43
W
wait answer sup ervision timers (WAST),3-132warning  tones
Service Ob serving
,3-134work modes
b uttons,3-79
Ex p e r t  A g e n t Se le c ti o n...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503    Issue 2
December 1999
Index 
IN-30   

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DEFINITY Enterprise Communications Server Release 8 Guide to ACD Call Centers
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