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 
1-41 Exercise 3 — Automatic Call Distribution (ACD) 
1
Exercise 3 — 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 
1-42 Exercise 3 Evaluation — Automatic Call Distribution (ACD) 
1
Exercise 3 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 signal sent to the serving CO by the switch telling the CO that an incoming call 
has been answered and...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-43 Exercise 4 — The ACD Agent and ACD Trunk States 
1
Exercise 4 — The ACD Agent and 
ACD Trunk States
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 
1-44 Exercise 4 Evaluation — The ACD Agent and ACD Trunk States 
1
Exercise 4 Evaluation — The ACD 
Agent and ACD Trunk States
Compare your answers to those presented below.
Fill in the blank. In the space provided, write the term being described.
1. The current status or work functions of an agent are known as agent states or 
work modes.
2. When 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 
1-45 Exercise 5 — BCMS and CentreVu CMS 
1
Exercise 5 — BCMS and CentreVu 
CMS
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 described.
1. This adjunct...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-46 Exercise 5 Evaluation — BCMS and CentreVu CMS 
1
Exercise 5 Evaluation — BCMS and 
CentreVu CMS
Compare your answers to those presented below.
Fill in the blank. In the space provided, write the term being described.
1. This adjunct that collects call data for a switch resident ACD, provides call 
management performance recording and reporting, and...

DEFINITY Call Center Capacities for ACD Software and Related Features 
2-1 Introduction 
2
DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
2
DEFINITY Call Center Capacities for 
ACD Software and Related Features
Introduction
This chapter describes the ACD capacities of Lucent Technologies products. The section 
contains the following topics: 
nCapacity tables for DEFINITY ECS and Generic 3 switches, and CentreVu CMS
nMeasured extensions and multiple splits on a...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY Call Center Capacities for ACD Software and Related Features 
2-2 DEFINITY ECS R8 Capacities 
2
DEFINITY ECS R8 Capacities
This table shows the capacities that are related to Call Center on the DEFINITY ECS R8.
Ta b l e  2 - 1 .DEFINITY ECS R8 Call Center Capacities
Item R8csi R8si R8r
Automatic Call Distribution (ACD)
Announcements per Split 2 2 2
Announcements per System 128 128 1000
Splits 99 99 999
ACD...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY Call Center Capacities for ACD Software and Related Features 
2-3 DEFINITY ECS R8 Capacities 
2
Number of Dial-Ahead Digits for Call 
Prompting24 24 24
Vector Routing Tables 10 10 100
BSR Application-Location Pairs
81000 1000 1000
Expert Agent Selection (EAS)
Skill Groups 99 99 999
VDN Skill Preferences 3 3 3
Maximum Skills to which a Call Can 
Simultaneously Queue333
Maximum Administered Agent Login IDs
91500...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY Call Center Capacities for ACD Software and Related Features 
2-4 DEFINITY ECS R8 Capacities 
2
Basic Call Management System (BCMS)
Measured Agents or Login IDs 400 400 2000
Measured Agents per Split 200 200 999
Measured Splits 99 99 600
Measured Trunk Groups 32 32 32
Measured VDNs 99 99 512
Maximum Agents Displayed by Monitor 
BCMS Split Command
13100 100 100
Maximum BCMS Terminals 3 3 4
Maximum Active...