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 
1-21 Distributing and Handling Calls 
1
Ringing versus Zip Tone for Incoming Calls
When a call arrives at a voice terminal, the agent may hear ringing or zip tone (beeping), 
depending on how the voice terminal is administered. Ringing is recommended when an 
agent answers calls using the handset. When a call connects to the agent’s voice terminal, 
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 
1-22 Distributing and Handling Calls 
1
AUXWORKThe agent is involved in non-ACD work, is on break, in a meeting 
or at lunch. CMS recognizes the extension as staffed but does not 
want ACD to route calls there for an extended time. AUX-IN 
implies that the extension received an extension-in call while in 
AUX. AUX-OUT implies that the agent placed an...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-23 Distributing and Handling Calls 
1
Additional Agent State/Work Modes
Trunk States
Trunk State indicates the current status of a specific trunk, or the ability to change that 
state. Trunk states are:
UNSTAF Unstaffed (Agent State).
The agent is not logged in and being tracked by CMS.
DACDThe agent is on a direct agent ACD call.
DACWThe agent is in...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-24 Distributing and Handling Calls 
1
Other Voice Terminal Buttons
This section describes other buttons that can be assigned to an agent’s voice terminal.
CALL 
APPEARANCEThese buttons are used to place (originate) and answer calls. Two 
status lamps (red and green) are next to each call appearance 
button. The red lamp lights when an agent presses an...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-25 Distributing and Handling Calls 
1
CONFERENCEPress this button to add another person to a two-person call. For 
the 
DEFINITY ECS and Generic 3 switches, an agent with a multi- 
appearance voice terminal can add up to four additional people to 
a 2-person call. For the 
DEFINITY ECS, and single-appearance 
voice terminals on Generic 3 switches, only...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-26 Distributing and Handling Calls 
1
STROKE COUNTAs many as nine STROKE COUNT buttons can be assigned. 
Agents press these buttons to record call events of interest. 
CentreVu CMS records and reports stroke-count information. 
Stroke count button 0 is reserved for audio difficulty.
TRANSFERAgents normally press the TRANSFER button to transfer calls to...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-27 Distributing and Handling Calls 
1
Queue Status Lamps
The lamps associated with the queue status buttons provide the following information:
Display Buttons
The following voice terminal buttons control the information that appears on the display:
Split Supervisor Voice Terminal Buttons
A split supervisor is normally assigned to each split. 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 
1-28 ACD and Call Management Systems — BCMS, CMS R2 and CentreVu CMS 
1
Voice Terminal Button Definitions
The following voice terminal buttons are available only to the split supervisor’s extension:
ACD and Call Management Systems 
— BCMS, CMS R2 and CentreVu CMS
This section does the following:
nDescribes BCMS (Basic Call Management System)
nDescribes R2...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-29 ACD and Call Management Systems — BCMS, CMS R2 and CentreVu CMS 
1
Basic Call Management System (BCMS)
BCMS is an optional software package (residing on the PBX/switch) used to provide 
real-time and historical reports to assist in managing ACD splits/skills, agents 
(extensions), trunk groups and VDNs (G3 only). These reports, provided by 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 
1-30 ACD Measurement 
1
What CMS Measures
CMS measures data on ACD splits, agents, extensions, trunks and trunk groups. If Call 
Vectoring is purchased, ACD will report on VDNs and Vectors.
nMain ACD reporting databases
—Agents
Agent states
— Splits/Skills
Events
Wo r k l o a d
Distribution
Split/Skill call totals
—Trunks
Trunk states
— Trunk Groups...