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 ECS ACD Call Center Features 
3-7 Add/Remove Skills 
3
Interactions
nAuto-Available Splits (AAS)
If an agent adds a skill that is administered as Auto-Available,  on the Agent Login 
ID form, you must set the AAS field to y
 for that agent’s login ID. 
nBCMS
BCMS begins tracking a new skill as soon as it is added. When an agent removes a 
skill, the real-time agent information specific to that skill is removed from the 
real-time reports, but it still appears on the historical reports.
nEAS-PHD
When EAS-PHD is set as an option, agents cannot remove their Direct Agent 
Skill. In an EAS environment, agents must have at least one skill assigned to them 
during a login session. With EAS-PHD, agents can specify up to 20 skills.
If EAS-PHD is not enabled, agents can specify only 4 skills.
nVu St a t s
Because VuStats displays information gathered by BCMS whether BCMS is 
enabled or not, the BCMS interaction above applies to VuStats. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-8 Agent Call Handling 
3
Agent Call Handling
Agent Call Handling allows you to administer functions that Automatic Call Distribution 
(ACD) agents use to answer and process ACD calls.
You define the following agent capabilities:
nAgent login and logout
nAgent answering options: Automatic Answer (zip tone) or Manual Answer
nACD work modes: Auxiliary Work (AUX Work), Auto-In, Manual-In, or After 
Call Work (ACW)
nTimed ACW
nAgent request for supervisor assistance
nACD call disconnect (Release button)
nStroke counts
nCall work codes
nForced entry of stroke counts and call work codes
‘‘
Agent Capacity and Related Limits’’ on page 3-16 describes agent-capacity planning.
NOTE:
All of these agent capabilities are also supported through the CallVisor 
Adjunct/Switch Applications Interface (ASAI). Refer to DEFINITY ECS 
Administrator’s Guide for more information about the CallVisor Adjunct-Switch 
Application Interface.
How to Administer Agent Call Handling
Table 3-4. Required Forms
Form Field
Feature Access Code (FAC)nFeature Access Codes for ACD features
Hunt GroupnForced Stroke Count or Call Work Code
nTimed ACW Interval
Vector Directory NumbernVDN Timed ACW Interval
Continued on next page 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-9 Agent Call Handling 
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Station (multi-appearance)nButton/Feature Button Assignments
— manual-in
— auto-in
—aux-work
— after-call
—assist
— release
— work-code
— stroke-cnt
nActive Station Ringing (DCP, Hybrid)
nIdle/Active Ringing (Callmaster)
nVuStats
Stations (all)nAuto Answer
Attendant ConsolenFeature Button Assignments
— after-call
—assist
— auto-in
—aux-work
— manual-in
— release
— work-code
— stroke-cnt
nAuto Answer
Agent LoginID
(EAS only)
nAll
Table 3-4. Required Forms — Continued
Form Field
Continued on next page 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-10 Agent Call Handling 
3
Detailed Description
This section describes how the switch controls agents’ work. For details on procedures 
that agents follow when using the capabilities provided by the switch, see DEFINITY 
Enterprise Communications Server Generic 1, Generic 3, and System 75 Automatic Call 
Distribution (ACD) Agent Instructions. 
NOTE:
This information applies generally to ACD; see ‘‘‘Expert Agent Selection’’ on page 
3-78 for more information on EAS.
Agent Login and Logout
To receive ACD calls, an agent must log into the system. An agent can be logged into 
multiple splits. If a hunt group is measured by Call Management System (CMS) or Basic 
Call Management System (BCMS) or is a skill, an agent must enter a login ID; otherwise, 
the login ID is optional.
Login
To log in, an agent goes off-hook and dials the login feature access code (FAC), followed 
by the split number and the log-in ID, if required. If login is successful, the agent 
automatically enters Auxiliary Work mode for that split. The Auxiliary Work button lamp 
for that split, lights steadily and the agent hears the confirmation tone.
If the split is measured, the system sends messages to CMS or BCMS that the agent 
(identified by login ID) has logged in and has entered Auxiliary Work mode.
Login is canceled and the agent receives intercept tone if any of the following occur 
during login:
nThe agent dials an invalid login FAC or split number (that is, the number of a split 
that does not exist or to which the agent is not assigned).
nThe agent is already logged into the maximum number of splits. 
nThe agent dials a split number for a split that he or she is already logged into.
Logout
The agent should log out when he or she leaves for an extended period of time and is 
unavailable for ACD calls. If the split is measured by CMS or BCMS and an agent logs 
out, a message is sent to the CMS or BCMS so that the agent’s status is no longer 
measured. If an agent is logged into multiple splits, he or she should log out of each split.
When temporarily unavailable for calls, an agent should use Auxiliary work mode, rather 
than logging out. CMS or BCMS can continue tracking the agent’s auxiliary work time.
To log out of a split, an agent goes off-hook and dials the logout FAC followed by the split 
number. If logout is successful, the agent hears confirmation tone and work-mode button 
lamps darken. The logout is canceled and the agent receives an intercept if any of the 
following occur during logout: 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-11 Agent Call Handling 
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nThe agent dials an invalid logout FAC or split number.
nThe agent dials a split number for a split that he or she is not logged into.
If an agent is using a handset in Automatic Answer mode, the agent can log out simply by 
hanging up or turning off the headset. (This does not mean pressing the release button on a 
Callmaster phone.) This does not apply to quick-disconnect. If the agent pulls the handset 
to log out, the agent is automatically logged out of all splits that he or she has logged 
into.
Agent Answering Options
An agent can answer ACD calls by using either a headset, handset, or speakerphone. You 
can assign an agent as either Automatic Answer or Manual Answer.
NOTE:
Use Automatic Answer with a headset. See ‘‘‘Agents with Automatic Answer’’ on 
page 3-19 for more information.
Automatic Answer
The information in this section applies to ACD and EAS environments.
An agent assigned to Automatic Answer hears zip tone and connects directly to incoming 
calls without ringing.
NOTE:
You can administer Automatic Answer to apply only to ACD calls or to apply to all 
calls terminating to the agent’s set. If all calls are Automatic Answer and the agent 
receives direct-extension calls, he or she should always activate Call Forwarding, or 
Send All Calls when leaving temporarily or for an extended period, so that calls do 
not terminate to an unstaffed station.
Manual Answer
An agent assigned to Manual Answer hears ringing, and then goes off-hook to answer the 
incoming call.
ACD Work Modes
At any given time, an agent can be in one of four work modes:
nAuxiliary Work (AUX)
nAuto-In
nManual-In
nAfter Call Work (ACW)
An agent can change work modes at any time.  
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-12 Agent Call Handling 
3
To enter any work mode, an agent presses the button or dials the FAC for that mode, 
depending on what you have administered. If the agent has no active or held calls, the 
work-mode button lamp lights steadily and CMS or BCMS is informed of the agent’s 
mode change. If the agent has active or held calls, the lamp flashes until all calls are 
dropped, then the new work mode’s lamp lights steadily and CMS or BCMS is informed 
of the agent’s mode change.  
The attempt is canceled and the agent receives an intercept if the agent:
nTries to enter a work mode for an invalid split
nTries to enter the work mode for a split of which he or she is not a member
nDials an invalid FAC
Auxiliary Work Mode
An agent should enter Auxiliary Work mode for a split whenever taking a temporary 
break. This makes the agent unavailable for ACD calls to that split and removes them 
from the most-idle-agent queue. CMS and BCMS can continue to track the agent.
The agent is no longer available to answer other ACD calls to that split. However, the 
agent may be available for ACD calls to other splits that the agent is logged into, 
depending on the agent’s state in those splits. The agent is still available for non-ACD 
calls. CMS or BCMS are notified whenever an agent in Auxiliary Work mode receives an 
incoming non-ACD call or makes an outgoing call. When an agent logs into a split, he or 
she automatically enters Auxiliary Work mode for that split.
NOTE:
Agents in vector-controlled splits can go into Auxiliary Work mode even if they are 
the last agent and calls are queued to that split.
Auto-In Mode
In Auto-In mode, the agent automatically becomes available for answering new ACD calls 
upon disconnecting from an ACD call.
Manual-In Mode
In Manual-In mode, the agent automatically enters ACW mode for that split upon 
disconnecting from an ACD call and is not available for any ACD calls. To become 
available for ACD calls, the agent must manually reenter either Auto-In mode or 
Manual-In mode.
After Call Work Mode
An agent should enter ACW mode when he or she needs to perform ACD-related 
activities, such as filling out a form as a result of an ACD call. The agent is unavailable for 
ACD calls to all splits while in ACW mode. Switch administration determines whether the 
agent remains in the Most Idle Agent queue while in ACW. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-13 Agent Call Handling 
3
When an agent is in the Manual-In mode and disconnects from an ACD call, he or she 
automatically enters ACW mode. Although no longer available for ACD calls, the agent is 
still available for non-ACD calls. CMS or BCMS is notified whenever an agent in ACW 
mode receives an incoming non-ACD call or makes an outgoing call.
Timed After Call Work
With Timed ACW administered, an Auto-In agent is immediately placed in ACW mode 
for a specific length of time after completing the currently-active ACD call. When the 
Timed ACW interval expires, the agent automatically returns to the Auto-In work mode. If 
the agent activates ACW while not on a call, the agent is placed in ACW (not timed) mode 
regardless of whether the agent is in Auto-In or Manual-In mode.
Use Timed ACW to allow agents to rest between incoming ACD calls, or to pace agents 
when they have to complete work from the previous call within an allotted time. In 
addition, if you have Home Agent, use Timed ACW to allow agents additional time to dial 
a FAC to place themselves in a different work mode after the current ACD call is 
completed.
Timed ACW and VDN
You can administer Timed ACW for all calls to a split/skill and/or to a VDN. Any 
completed calls to the split/skill or to the VDN, including direct agent calls, are followed 
by a timed ACW when the answering agent is in Auto-In work mode. If a VDN call routes 
to a split/skill, the Timed ACW interval for the VDN overrides the Timed ACW interval 
for the hunt group. VDN override applies to VDN-Timed ACW.
Cancelling Timed ACW
When an agent activates Auto-In or Manual-In mode during Timed ACW, the agent 
becomes available and timed ACW is cancelled. An agent can change to Manual-In mode 
before or during a call. The system cancels Timed ACW and applies ACW (not timed) 
mode when the call is released. The agent remains in ACW until he or she requests 
another mode. When the agent releases an ACD call, the ACW lamp (if provided) lights. 
At the end of the administered Timed ACW interval, the ACW lamp goes dark and the 
Auto-In lamp lights.
Timed ACW also is canceled when an agent presses the ACW button or dials the ACW 
FA C .  
If an agent activates Auxiliary Work mode during Timed ACW, the agent is placed in that 
mode and Timed ACW is cancelled.
Agent Request for Supervisor Assistance
To request assistance from the split supervisor, an agent, with or without an active ACD 
call, presses the Assist button or puts the call on hold and dials the Assist FAC plus the 
split number. The agent must be logged into the split. Assist generates 3-burst ringing at 
the supervisor’s station. If a split supervisor is not assigned, the agent receives intercept 
tone. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-14 Agent Call Handling 
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Attendants should press the Start button before pressing the Assist 
button. This allows 
them to later transfer the call. This rings like a priority call at the supervisor’s set.
When the agent presses the Assist button, the following happens:
1. If the agent is active on an ACD call, the ACD call is automatically placed on hold 
and a call is placed to the split supervisor. If the agent is not active on an ACD call, 
a call is automatically placed to the supervisor. 
2. CMS or BCMS is notified of the request and the supervisor’s display shows that 
the call is a request for assistance. This rings like a priority call at the supervisor’s 
set.
3. The caller hears silence or music on hold.
4. After the agent has talked to the supervisor, the agent can drop the assist call and 
return to the ACD call, set up a conference call with the supervisor and the calling 
party, or transfer the call to the supervisor.
When the agent puts the call on hold and dials the Assist FAC plus the split number, the 
system handles the request as if the agent pressed the Assist button, except that the Assist 
call does not follow the supervisor’s coverage path. 
Stroke Counts
Stroke counts allow you to record in CMS the number of times that a particular 
customer-related event occurs. For example, agents could press a button each time a 
customer requests information on a certain item.
Stroke counts are reported to CMS in real time. The system does not store stroke counts. 
Use stroke counts only when CMS is connected and you have defined ACD splits to be 
measured by CMS.
Stroke counts allow agents to record up to nine administrator-defined events on a per-call 
basis. You can assign 10 Stroke Count button types. Stroke Count 0 is reserved for 
tracking Audio Difficulty or poor transmission quality. 
For troubleshooting purposes, CMS records the equipment location of the trunk that the 
agent was using when he or she pressed the Audio Difficulty button. Make sure that agents 
are aware that pressing this does not improve audio transmission quality.
To enter a stroke count, an ACD agent presses a Stroke Count button while off-hook. The 
system validates that the agent is either active on an ACD call or in the ACW mode for an 
ACD split. If yes, the feature lamp lights steadily for two seconds to indicate activation 
and the stroke count is sent to CMS. If not, the feature lamp flutters and no message is 
sent. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-15 Agent Call Handling 
3
Call Work Codes
Call work codes are up to 16-digit sequences that ACD agents enter to record such 
customer-related information as account codes, social security numbers, or phone 
numbers. You define the codes for your site. Codes that agents enter are sent to CMS for 
storage for splits measured by CMS and only when the link to the CMS is up. Agents must 
have multiappearance phones (for example, Callmaster) to enter call work codes.
To enter call work codes, the agent must be off-hook and either: 
nOn an ACD call
nIn ACW mode after disconnecting from a call while in Manual-In mode
nIn Timed ACW after disconnecting from a call while in Auto-In mode 
nIn Auto-In mode and pending for ACW mode 
The sequence of event is as follows:
1. The agent select Call Work Code (CWC) button.
2.The CWC lamp lights steadily and a C: prompt appears on the agent’s display. The 
agent must wait for the ready indication before entering the call work code or the 
caller hears the touch-tone digits being dialed.
3. Agent enters up to 16 digits on the dial pad. The agent can press * to erase digits.
4. The agent presses # to send the code entry to CMS. 
5. The Call Work Code lamp goes dark and the display returns to normal. 
6. If the agent presses any feature button or hangs up during digit collection, the code 
entry is cancelled and data is sent to CMS. The CWC lamp goes dark and the 
display is cleared.
Call work codes may be used by as many as 100 agents simultaneously. If 100 agents are 
simultaneously using this function, and another agent attempts to enter a call work code, 
the agent receives a display message to try again later. 
Forced Entry of Stroke Counts and Call Work 
Codes
You can administer a split so that agents must enter a stroke count and/or a call work code 
before becoming available for another call using Manual-In mode.
NOTE:
Multiappearance phones or an attendant console are required for agents to enter 
stroke counts or call work codes.
To enter a stroke count and/or call work code, the agent must be on a call, or in ACW 
mode after releasing a call in Manual-In mode. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-16 Agent Call Handling 
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After releasing a call, the agent automatically enters ACW mode and cannot return to 
Manual-In mode until entering a stroke count or call work code. If the agent presses the 
Manual-In button or FAC before entering a stroke count or a call work code, the 
Manual-In lamp flutters or intercept tone is given.
Once the agent enters a stroke count or call work code and presses the Manual-In button or 
FAC, he or she returns to Manual-In mode and the Manual-In lamp lights.
Any of the agent’s splits can have Forced Entry assigned. If the agent goes into Auxiliary 
Work mode in any split, the Forced Entry requirement for all other splits is removed.
Expanded Technical Information
Agent Capacity and Related Limits
Agent Sizing adds an overriding capacity limit to the number of logged-in ACD agents. It 
can be used to limit the number of logged-in ACD agents to a number less than (or equal 
to) the maximum supported by the system configuration.
The logged-in ACD agents limit applies to ACD agents in traditional (or non-EAS) ACD 
splits or in Expert Agent Selection (EAS) skills. Auto-Available Split/Skill (AAS) agent 
ports are logged in and counted when they are first assigned, while the non-AAS agents 
are counted when they actually log in. Each logged-in agent is counted as a single agent 
independent of the number of splits or skills logged in to for the Logged-in ACD agents 
limit. AAS and non-AAS agents are counted towards this limit whether they are 
BCMS/CMS measured or not.
Effective with the DEFINITY ECS R8 and CentreVu Advocate, the Logged-in Advocate 
Agent Count feature counts the number of CentreVu Advocate agents who are logged in at 
the call center. The feature bases the count on whether or not a logged-in agent has any 
CentreVu Advocate feature(s), except Predicted Wait Time, assigned or associated with 
the agent. With this feature, CentreVu Advocate counted agents are still counted as ACD 
agents.
The agent sizing limit is administered by authorized Lucent Technologies personnel via 
the Logged-in ACD Agents option (and Logged-in Advocate Agent Count) on the 
System-Parameters Customer-Options form. The maximum number of allowed logged-in 
ACD agents is set to correspond to the configuration you purchase.
For agent sizing, if you have agents working in shifts, you should purchase enough agent 
capacity to allow for a smooth shift change. If agents on a subsequent shift are logging in 
before agents in the previous shift have logged out, agents could be denied login because 
too many agents are currently logged in. Additionally, the non-ACD and/or non-agent 
(AAS/VRU) use of Hunt Group resources must be considered. Call Center managers need 
to be aware of their logged-in ACD agent and other related limits when adding agents to 
handle a traffic peak or when planning a special campaign. Some of the resource 
utilization is displayed dynamically on the Display Capacities form.