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
DEFINITY Call Center Capacities for ACD Software and Related Features 
2-15 CentreVu CMS Maximum Capacities 
2
CentreVu CMS Maximum Capacities
This table shows maximum CentreVu CMS capacities for Lucent switches and ECS. 
“BHCC” is Busy Hour Call Capacity.
ItemCMS 
R3V6CMS 
R3V8
Automatic Call Distribution (ACD)
Maximum Number of ACDs (multi-ACD 
configuration)88
Maximum Staffed ACD members 10000 10000
Maximum...

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 
2-16 CentreVu CMS Maximum Capacities 
2
   1 Skill 10000 10000
   2 Skills 5000 5000
   4 Skills 2500 2500
   10 Skills 1000 1000
   20 Skills 500 500
Trunks and Trunk Groups
Measured and Unmeasured Trunks in 
System4000 4000
Trunk Groups in the System 666 666
Trunk Members in Trunk Groups
Other Capacities
Agent Traces Active 250 250
Agent Trace...

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 
2-17 Measured Extensions and Multiple Splits on a Non-EAS Switch 
2
Measured Extensions and Multiple 
Splits on a Non-EAS Switch
On DEFINITY G1 and DEFINITY G3 Switches
On G1 and G3, you can assign an agent extension to as many splits as desired. Multiple 
split assignments are commonly used in one or both of the following scenarios: 
nThe customer...

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 
2-18 Measured and Unmeasured Trunks 
2
Measured and Unmeasured Trunks
System Requirements
The trunk capacities shown in CentreVu CMS maximum capacities [1-50] are for 
measured and unmeasured trunks. A minimum of 100 unmeasured trunks is provided by 
default. The 100 unmeasured trunks are required for:
nInternal calls (intraswitch) to a measured split...

DEFINITY ECS ACD Call Center Features 
3-1 Introduction 
3
DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
3
DEFINITY ECS ACD Call Center 
Features
Introduction
This chapter contains the definitions of the ACD Call Center features that are 
administered on the DEFINITY ECS/switch. 
The DEFINITY ECS/switch Call Center forms from which these features are administered 
are defined in the next chapter.
Feature-Related Information
The information for each feature is...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-2 List of Call Center Features 
3
nInteractions
Lists and briefly discusses other features that may significantly affect a feature. 
Interacting features are those that:
— Depend on each other — if one of the features is provided, the other also 
must be provided.
— Cannot coexist — if one of the features is provided, the other cannot be 
provided.
— Affect each other — the normal...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-3 List of Call Center Features 
3
Related Feature or Form
Refer to the DEFINITY ECS Administrator’s Guide (555-233-502) for more information 
about the following related features or forms:
nAnnouncements/Audio Sources
nCalling Party/Billing Number.
nCallVisor Adjunct-Switch Application Interface.
nClass of Restriction.
nHunt Groups.
nMalicious Call Trace.
nRecorded Announcements...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-4 Abandoned Call Search 
3
Abandoned Call Search
Abandoned Call Search allows the switch to identify abandoned calls if the central office 
(CO) does not provide timely disconnect supervision. An abandoned call is one in which 
the calling party hangs up before the call is answered. Note that Abandoned Call Search is 
suitable only for older COs that do not provide timely...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-5 Abandoned Call Search 
3
Considerations
NOTE:
Abandoned Call Search works with ground-start analog trunks that do not provide 
disconnect supervision and that do react to a 500-ms break.
Some older COs can take as long as two minutes to notify the switch of a disconnect. 
Thus, the switch must determine within one second whether the call has been abandoned, 
before extending the...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-6 Add/Remove Skills 
3
Add/Remove Skills
Add/Remove Skills allows an agent using Expert Agent Selection (EAS) to add or remove 
skills. A skill is a numeric identifier in the switch that refers to an agent’s specific ability. 
For example, an agent who is able to speak English and Spanish could be assigned a 
Spanish-speaking skill with an identifier of 20. The agent then adds...