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 
1-31 ACD Measurement 
1
Things to Know Before You Start
The CentreVu CMS ACD Status window (see CentreVu Call Management System Release 
3 Version 8 Administration (585-210-910) document) lists the total number of measured 
splits/skills, extensions (Agent Positions), trunks, and trunk groups established in an 
ACD.
For the DEFINITY ECS and Generic 3...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-32 ACD Measurement 
1
For the DEFINITY ECS and Generic 3 Version 3 and later switches with Multiple Call 
Handling, an agent can put a call on hold and press the MANUAL-IN or AUTO-IN button 
to receive another ACD call. When multiple calls are on hold at the same time, hold time 
accumulates for each call on hold, and the total hold time can exceed...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-33 ACD Measurement 
1
On the DEFINITY ECS and Generic 3 switches, a dummy split/skill may be established 
which intraflows calls to another split/skill. For CentreVu CMS to count outflow calls for 
dummy splits/skills, intraflow should be established using the Call Forwarding feature. If 
Call Coverage is used to intraflow calls, at least one agent must...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-34 ACD Measurement 
1
Move Agent While Staffed
G3V4 and later switch releases support moving a staffed agent between splits or changing 
the skill assignments for staffed agents. If the agent has any call on the voice terminal or is 
in ACW, then the move cannot take place immediately, but is pending the agent voice 
terminal going idle (all calls have...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-35 ACD Measurement 
1
Best Service Routing (BSR)
DEFINITY ECS R6 and later versions support Best Service Routing (BSR). BSR allows 
calls to be balanced at a single site or between multiple sites. BSR is enhanced multi-site 
routing that provides new call vectoring functions that build upon the Look-Ahead 
Interflow feature to route a call to the “best”...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-36 ACD Measurement 
1
nAgent Counts — The number of agents in various states are stored in the split/skill 
tables by agent type. Reserve agents are stored in R1xxx and R2xxx database 
items. Top agents are stored in Txxx and flex agents are stored in Fxxx database 
items.
nAgent Time in Skill — Agents’ ACD/ACW time can be tracked by skill. 
Non-ACD...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-37 Exercise 1 — Automatic Call Distribution (ACD) 
1
Exercise 1 — Automatic Call 
Distribution (ACD)
Read the items below and complete as directed. If needed, refer back to the previous 
Guided Reading. When you finish, compare your answers to those presented on the back 
of this page.
Fill in the blank. In the space provided, write the term being...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-38 Exercise 1 Evaluation — Automatic Call Distribution (ACD) 
1
Exercise 1 Evaluation — Automatic 
Call Distribution (ACD)
Compare your answers to those presented below.
Fill in the blank. In the space provided, write the term being described.
1. A call distribution method that allows the ACD software to check the splits/skills 
agent numbers in 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 
1-39 Exercise 2 — Automatic Call Distribution (ACD) 
1
Exercise 2 — Automatic Call 
Distribution (ACD)
Read the items below and complete as directed. If needed, refer back to the previous 
Guided Reading. When you finish, compare your answers to those presented on the back 
of this page.
Fill in the blank. In the space provided, write the term being...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-40 Exercise 2 Evaluation — Automatic Call Distribution (ACD) 
1
Exercise 2 Evaluation — Automatic 
Call Distribution (ACD)
Compare your answers to those presented below.
Fill in the blank. In the space provided, write the term being described (continued).
1. A call management method that uses specialized call vector commands to provide 
flexible...