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
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nFeature-Related System Parameters form — In ACD Log-in Identification 
Length, enter the number of digits the agent must dial to log into the ACD split. 
Enter the appropriate Adjunct CMS Release number. 
nProcessor Interface Data Module form — Assign a physical channel and 
maintenance extension. For the PDM data module, assign a digital line port. For 
the X.25 data module, assign DTE/DCE as dte
 and Baud Rate as 9600
.
nProcessor Channel Assignment form — Enter the CMS link number from the 
Interface Links Form. Enter the appropriate Interface Channel and Remote Proc 
Chan. Leave the Machine ID field blank.
nCommunication Interface Link form — Enter in Destination Digits the 
extension assigned to the PDM data module. Set the Prot field bx25.
 Set the 
DTE/DCE field to dte
.
nComplete the form that applies (Hunt Group, Trunk Group, and VDN Forms) 
when the Measured field is set to either external or both. See the DEFINITY 
Enterprise Communications Server System Description Pocket Reference for the 
maximum number of hunt groups, trunk groups, agents, and VDNs that can be 
measured.
nPacket Gateway (PGATE) form — Enter the board location.
Considerations
CMS measurements may be inaccurate on calls to splits that intraflow to the attendant 
group. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
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Call Prompting  
See the DEFINITY® Enterprise Communications Server Call Vectoring/EAS Guide 
(555-230-521) for a detailed description of Call Prompting and its uses. The guide 
contains information that is critical to the effective and efficient use of this feature.
Call Prompting uses specialized vector commands to process incoming calls based on 
information collected from the caller or from an ISDN-PRI message. It can be used in 
various applications to better handle incoming calls. The following list gives a brief 
description of some Call Prompting applications.  
nAutomated Attendant 
— Allows the caller to enter the extension of the party that 
he or she would like to reach. The call is routed to that extension.
nData In/Voice Answer (DIVA) Capability 
— Allows the caller to hear an 
announcement based on the digits that he or she enters, or to be directed to a hunt 
group or another system extension.
nData Collection 
— Allows the caller to enter data that can be used by a 
host/adjunct to assist in call handling. This data, for example, may be the caller’s 
account number.
nCINFO (Caller Information Forwarding) Routing — Allows a call to be routed 
based on digits supplied by the network in an ISDN-PRI message.
nMessage Collection 
— Gives the caller the option of leaving a message or waiting 
in queue for an agent.
How to Administer Call Prompting
Required Forms
Form Field
System Parameters 
Customer-Options
nVectoring (Prompting)
nVectoring (CINFO)
nISDN-PRI — for CINFO only
nThis form describes other vectoring options that 
may be required depending upon the application.
Feature-Related System 
Parameters
nPrompting Timeout
Vector Directory NumbernAll
Announcements/Audio SourcesnComplete all fields for each extension that 
provides a Call Prompting announcement
Hunt GroupnVector 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
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If Vectoring (Basic) is not enabled on the System-Parameters Customer-Options form, the 
Call Prompting feature cannot queue calls or make conditional checks based on queue or 
agent status, time of day, or day of week.
CINFO requires the AT&T Intelligent Call Processing (ICP) service, ISDN-PRI, and 
Vectoring (Prompting).
You can administer any display-equipped phone or attendant console with a Caller 
Information CALLR-INFO button. The button displays digits collected for the last collect 
digits command.
You must have Call Vectoring software for CMS to use Call Prompting (with or without 
Call Vectoring) with CMS.
Considerations
Call prompting, with the exception of CINFO, competes with several features for ports on 
the call classifier - detector circuit pack or equivalent.
Interactions
The following interactions apply specifically to Call Prompting. For general Call 
Vectoring interactions that may affect Call Prompting applications see ‘‘
Call Vectoring’’ 
on page 3-61.
nAuthorization Codes
If authorization codes are enabled, and a 
route-to command in a prompting vector 
accesses AAR or ARS, if the VDN’s FRL does not have the permission to use the 
chosen routing preference, then the system does not prompt for an authorization 
code and the route-to command fails.
nCallVisor ASAI
ASAI-provided digits can be collected by the Call Vectoring feature via the collect 
vector command as dial-ahead digits. CINFO is passed to CallVisor ASAI.
Call VectornComplete a form for each Call Prompting vector
Station (multi-appearance)nButton/Feature Button Assignments - callr-info
Attendant ConsolenFeature Button Assignments -callr-info Required Forms
Form Field 
						

							DEFINITY ECS Release 8
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December 1999
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nHold
With the exception of CINFO, if a call is put on hold during the processing of a 
collect command, the command restarts, beginning with the announcement 
prompt, when the call is taken off hold. All dialed-ahead digits are lost. Similarly, 
if a call to a vector is put on hold, vector processing is suspended when a collect 
command is encountered. When the call becomes active, the collect command 
resumes.
nInbound Call Management (ICM) 
You can use Call Prompting to collect information that may later be used by an 
adjunct to handle a call.
nTransfer
If a call to a VDN is transferred during a collect 
command, the collect command 
restarts when the transfer is complete, and all dialed-ahead digits are lost. 
Similarly, if a call to a vector is transferred, vector processing is suspended when a 
collect command is encountered. When the transfer is complete, the collect 
command resumes. This is not true when a collect command collects CINFO 
digits. In this case vector processing is not suspended. Attendant extended calls do 
suspend vector processing in the same way as transferred calls. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-61 Call Vectoring 
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Call Vectoring
Call Vectoring processes incoming and internal calls according to a programmed set of 
commands. These commands, called vector commands, determine the type of processing 
that calls receive. For example, vector commands can direct calls to on-premise or 
off-premise destinations, to any hunt group, split, or skill, or to a specific call treatment 
such as an announcement, forced disconnect, forced busy, or delay. Vectors can queue or 
route calls based on a variety of different conditions.
There are many different applications for Call Vectoring. However, it primarily is used to 
handle the call activity of ACD splits/skills.
For more information about administering call vectoring, see ‘‘
Best Service Routing’’ on 
page 3-44 and ‘‘Look-Ahead Interflow’’ on page 3-102.
See the DEFINITY
® Enterprise Communications Server Call Vectoring/EAS Guide 
(555-230-521) for a detailed description of Call Vectoring and its uses. The guide contains 
information that is critical to the effective and efficient use of this feature.
How to Administer Call Vectoring
Table 3-18. Required Forms
Form Field
System Parameters 
Customer-Options
nVectoring (Basic)
nVectoring (G3V4 Enhanced)
nVectoring (G3V4 Advanced Routing)
nVectoring (ANI/II-Digits Routing)
nVectoring (Attendant Vectoring)
Vector Directory NumbernAll
Announcements/Audio 
Sources
nComplete all fields for each extension that 
provides a vectoring announcement
Hunt GroupnVector
nACD
Call VectornComplete a form for each vector
Feature-Related System 
Parameters
nVector Disconnect Timer
nMusic/Tone on Hold
nPort
nMusic (or Silence) on Transferred Trunk Calls
Vector Routing TablenAll 
						

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Do not change a vector while it is processing calls since calls already in the vector could 
experience problems. Instead, add a new vector and change the VDN to point to the new 
vector.
You cannot enter a VDN extension in the fields listed in Table 3-19
.
Table 3-19. VDN Extension Cannot be Entered in these Fields.
Form Field
Announcements/Audio SourcesnExtension Number
Call Coverage Answer GroupnGroup Member Assignments
Call Coverage PathsnCoverage Point Assignments, other than the last 
coverage point
Console ParametersnCAS Back-up Extension
Feature-Related System 
Parameters
nACA Long Holding Time Originating Extension
nACA Short Holding Time Originating Extension
nExtensions With System wide Retrieval 
Permission
nControlled Outward Restriction Intercept 
Treatment
nControlled Termination Restriction (Do Not 
Disturb)
nControlled Station-to-Station Restriction
HospitalitynExtension of PMS Log Printer
nExtension of Journal/Schedule Printer
nExtension of PMS
nExtension to Receive Failed Wakeup LWC 
Messages
Hunt Group and Agent LoginID 
with EAS
nSupervisor Extension
nMember Extensions
Intercom GroupnMember Extensions
Listed Directory NumbersnLDN Extensions
Loudspeaker Paging and Code 
Calling Access
nExtension Numbers Assigned to Codes
Pickup GroupsnMember Extensions 
						

							DEFINITY ECS Release 8
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December 1999
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You can enter a VDN extension in the following fields.
You cannot enter a VDN extension as auxiliary data for the following buttons:
nBridged Appearance (brdg-app)
nData Call Setup (data-ext)
You can enter a VDN extension as auxiliary data for the following buttons:
nRemote Message Waiting Indicator (aut-msg-wt)
nFacility Busy Indication (busy-ind)
nManual Message Waiting (man-msg-wt)
nManual Signaling (signal)
Interactions
nAP Demand Print
A VDN cannot be used as an argument to the feature access code for AP Demand 
Print.
Remote AccessnRemote Access Extension
Station FormsnHunt to Station
Terminating Extension GroupnMember Extensions
Table 3-20. VDN Extension Can be Entered in these Fields.
Form Field
Abbreviated Dialing Lists
Call Coverage Pathsnallow it as the last coverage point only
Hunt GroupnNight Destination
Listed Directory NumbersnNight Destination
Trunk GroupsnNight Destination
nIncoming Destination Table 3-19. VDN Extension Cannot be Entered in these Fields. — 
Continued
Form Field 
						

							DEFINITY ECS Release 8
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nAttendant Control of Trunk Group Access
If a rout e-t o step in a vector dials a controlled trunk group, vector processing 
continues at the next step.
nAttendant Recall
Attendant Recall to a VDN is blocked.
nAUDIX Interface v
A rout e-to step in a vector may call the AUDIX extension. If a voice port can be 
seized to that adjunct, vector processing is terminated. The system sends a 
message to AUDIX requesting retrieval of messages for the originating extension 
(not the VDN).
AUDIX may also be accessed by the queue-to split and check split commands. 
Also, the messaging step may use an AUDIX hunt group in its operation.
nAuthorization Codes
If authorization codes are enabled, and if a route-to command in a prompting 
vector accesses AAR or ARS and the VDN’s FRL does not have the permission to 
utilize the chosen routing preference, then no authorization code is prompted for 
and the route-to command fails.
nAutomatic Alternate Routing (AAR)/Automatic Route Selection (ARS)
Any route-to command in a vector can dial an AAR/ARS FAC followed by other 
digits. It cannot dial only the FAC.
nAutomatic Callback
Automatic Callback cannot be used for calls placed to a VDN.
nBridged Call Appearance
VDN extensions cannot be assigned to bridged appearance buttons. A route-to 
command to an extension with bridged appearances updates bridged appearance 
button lamps.
nBusy Verification of Terminals and Trunks
Busy verification of VDNs is denied and intercept tone is returned.
nCall Coverage
A VDN may be administered as the last point in a coverage path.
nCall Forwarding
Calls can be forwarded to a VDN. Calls placed by a route-to command to an 
extension that has call forwarding activated are forwarded.
An attendant or phone with console permission cannot activation/deactivation call 
forwarding for a VDN.
An attendant or phone with console permission cannot activation/deactivation call 
forwarding for a vector-controlled hunt group. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
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nCall Detail Recording
You can administer the Feature Related System Parameters form so that the VDN 
extension is used in place of the Hunt Group or Agent extension. This overrides 
the “Call to Hunt Group - Record” option of CDR for Call Vectoring calls.
If a vector interacts with an extension or group that has Call Forwarding All Calls 
active, normal Call Forwarding/CDR interactions apply.
For incoming calls to a VDN, the duration of the call is recorded from the time 
answer supervision is returned.
— If answer supervision is returned by the vector, and the call never goes to 
another extension, then the VDN extension is recorded as the called 
number in the CDR record.
— If the call terminates to a hunt group, then the VDN, hunt group, or agent 
extension is recorded as the called number as per the administration 
described above.
— If the call terminates to a trunk, then the following two CDR records are 
generated:
nAn incoming record with the VDN as the called number and the 
duration from the time answer supervision was provided to the 
incoming trunk.
nAn outgoing record containing the incoming trunk information as 
the calling number and the dialed digits and the outgoing trunk 
information as the called number.
Outgoing vector calls generate ordinary outgoing CDR records with the 
originating extension as the calling number.
No Ineffective Call Attempt records are generated for Call Vectoring route-to 
commands that are unsuccessful.
nCall Detail Recording — Account Code Dialing
If a route-to number command in a vector specifies an CDR account code, vector 
processing continues at the next step.
nCall Park
Calls cannot be parked on a VDN. 
nCall Waiting Termination
If an extension is busy and has call waiting termination administered, the route-to 
with cov n operation is considered unsuccessful and vector processing continues at 
the next step. Route-to with cov y is successful (call will wait) and vector 
processing terminates.
nClass of Restriction
Each VDN in the system has a COR associated with it. This VDN COR is used to 
determine the calling permissions/restrictions, the AAR/ARS PGN, and the 
priority queuing associated with a vector. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
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nCode Calling Access
A VDN cannot be used as the argument to the code calling access feature access 
code.
If a route-to number command in a vector specifies the code calling feature access 
code, vector processing continues at the next step.
nConference
A call to a VDN can be included as a party in a conference call only after vector 
processing terminates for that call.
nData Restriction
Music will play on calls from data restricted extensions when the call receives 
music as the result of a wait-time vector step.
nFacilities Restriction Level
If a rout e-t o command dials an external number via AAR/ARS, the FRL 
associated with the VDN COR is used to determine the accessibility of a routing 
preference in an AAR/ARS pattern.
nFacility Busy Indication
The facility busy lamp indication for a VDN is always off. A facility busy button 
may be used to call a VDN.
nFacility Test Calls
If a route-to number command in a vector specifies a Facility Test Call, vector 
processing continues at the next step.
nForced Entry of Account Codes
If a COR requiring entry of account codes is assigned to a VDN, the rout e-to 
number commands executed by the associated vector are unsuccessful and vector 
processing continues at the next step.
nIndividual Attendant Access
A call sent to an attendant by a route-to number command can wait in the attendant 
priority queue. The call is removed from vector processing.
nIntegrated Directory
VDN names and extensions are not available in the Integrated Directory feature.
nIntercept Treatment
A VDN cannot be used for Intercept Treatment.
nInter-PBX Attendant Calls
A route-to number command in a vector can dial the Inter-PBX Attendant. If the 
call attempts to access a controlled trunk group, vector processing continues at the 
next step.