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 
3-87 Inbound Call Management 
3
nTrunk Group form
 — Administer the Per Call CPN/BN field for the appropriate 
ISDN-PRI trunk group. The corresponding information is sent with a call-offered 
event report to the adjunct. 
nHunt Group form 
— Complete a Hunt Group form for each split that the ICM 
adjunct will monitor. 
nCall Vector
 form — If you are using Call Vectoring, an ASAI link interface 
extension number is required for adjunct routing
 vector commands. This 
extension is the same as the one you enter on the Station form.
Table 3-25. Required Forms
Form Field
System-Parameters 
Customer-OptionsnACD
nVectoring (Basic)
nVectoring (Prompting)
nASAI Capability Groups
Trunk Group (ISDN-PRI)nPer Call CPN/BN
Hunt GroupsnGroup Type
nACD
nQueue
nVector
nMeasured
nSupervisor Extension
nControlling Adjunct
nQueue Length
nCalls Warning Threshold
nCalls Warning Port
nTime Warning Threshold
nTime Warning Port
Class of RestrictionnDirect Agent Calling (optional)
Call VectornAll
Station (agent stations)nAll
Agent LoginID (EAS only)nAll 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-88 Inbound Call Management 
3
See ‘‘Automatic Call Distribution’’ on page 3-25, ‘‘Call Vectoring’’ on page 3-61, ‘‘Call 
Prompting’’ on page 3-58, and CallVisor Adjunct-Switch Application Interface (refer to 
DEFINITY ECS Administrator’s Guide) and any other features you are implementing for 
ICM for additional administration requirements.
Detailed Description
Applications
The following are some typical ICM applications:
nThe system passes calling party/billing number (CPN/BN) information and the call 
is routed to an adjunct application for screen pop and supervisory transfers, with 
screen duplication. 
nThe system sends to the adjunct application both caller and prompter information 
about all incoming calls to a particular number. According to caller information in 
a database, the application directs the switch to route the call. For example, the call 
could be routed to a preferred agent, to best customer treatment, or to accounts 
receivable.
nThe system uses Call Prompting to obtain a customer account number and then 
passes this information to the adjunct for call routing or screen pop.
nThe system connects the caller to a voice response unit (VRU), along with caller 
CPN/BN and DNIS information.The caller then interacts with the VRU to direct 
how the call is handled. The system can verify a caller’s identity and provide 
access to database information such as claims status or account balance.
nWith Direct Agent Calling, an adjunct application can transfer a call to a specific 
ACD agent and have the call treated as an ACD call and tracked on Call 
Management System (CMS).
nAn adjunct application can attach information used by another application to an 
ICM call using User-to-User Information fields. The adjunct transfers the call, 
along with the application-specific information, over primary rate interface (PRI) 
trunk to a CallVisor ASAI application at another switch. For example, an 
application at one switch can determine a caller’s account or claim number and 
pass this information to a special list on another switch, where an application will 
transfer the call.
See the DEFINITY Enterprise Communications Server CallVisor ASAI Technical 
Reference for additional application scenarios.
Agent Data Screen Delivery Applications
You can use the Conversant voice system to deliver appropriate display data about callers 
to agents. You can pass information such as CPN/BN, DNIS, and Lookahead Interflow 
information, digits collected from Call Prompting, and which agent is selected to a 
Conversant voice system. Conversant delivers the appropriate data screen to the agent 
who takes the voice call. Conversant can transfer or duplicate data screens for transferred 
or conferenced calls. A simplified configuration of this type of application is shown in  
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-89 Inbound Call Management 
3
Figure 3-2. Conversant VIS is used as an example — other adjunct processors have 
similar capabilities but should be verified for a particular application. If the host supports 
ASAI, Conversant is not needed.
Figure 3-2. Simplified ICM Configuration for Data Screen Delivery
General processing for this type of application occurs as follows.
1. The Conversant voice system or host requests notification for events such as call 
offered, call ended, call connected, call dropped, call transfer, and alerting.
2. The switch notifies Conversant with event reports when the call arrives, when the 
agent answers, when the call drops, and so on.
3.Conversant sends information to the host application so that it can send a data 
screen to the agent’s data terminal.
Conversant can determine when a call drops before being answered and can track 
abandoned calls or use CPN/BN information for callbacks.Figure Notes
1. Phone
2. ISDN-PRI
3.DEFINITY ECS
4. ASAI5. Conversant
6. Host
7. Agent data terminal
8. Agent phone 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-90 Inbound Call Management 
3
Integration with Speech Processing Adjuncts
ICM can be used to provide integration with VRUs. The advantages of using ICM with 
CallVisor ASAI in addition to tip/ring interfaces are as follows:
nData-screen integration is provided on transferred calls.
nAnswer notification is provided on internal calls (CallVisor ASAI capabilities let 
you know what happens with the call).
nISDN network information such as CPN/BN and DNIS is delivered to agents (call 
prompting for this information is not necessary).
A simplified configuration of this application is shown in Figure 3-3
.
Figure 3-3. Simplified ICM Configuration for Speech Processor IntegrationFigure Notes
1. Phone
2. ISDN-PRI
3.DEFINITY ECS
4. ASAI5. Speech processor
6. Tip/ring lines
7. Agent phone
8. Agent data terminal
9. Host 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-91 Inbound Call Management 
3
General processing for this type of application occurs as follows
1. The switch uses CallVisor ASAI link to pass incoming call information to the 
Conversant voice system. 
2. The ACD split or EAS skill on the switch distributes the call to an available voice 
line. 
3. After digits are collected via a DTMF keypad, Conversant transfers the call back 
to an ACD split or specific agent on the switch via CallVisor ASAI.
4. If the call is transferred to a split agent, the switch uses CallVisor ASAI link to 
pass an event report on which agent receives the call.
5.Conversant forwards the agent ID to the host application, which delivers a data 
screen to the agent.
6. Agents can display collected digits on their data terminals. Except for the dialed 
number, information from a Conversant voice system cannot be carried with the 
call and displayed on a phone. For example, digits collected in a Conversant voice 
system adjunct cannot be passed to the switch for display.
7. If the collected digits are the extension where the call is being routed, these routing 
digits are passed to the switch as the destination in the CallVisor ASAI third-party 
make-call request. Conversant uses the request to set up various types of calls.
Host/Adjunct Call Routing
The host or Conversant adjunct uses incoming call information to route the call to a split, 
vector, particular agent, or location off the switch. Conversant can also direct the system 
to handle the call as a priority call. Routing can be based on the caller’s area code or 
country code, digits collected via Call Prompting, dialed number or service, agent 
availability, or information in a customer database.
To implement this type of call routing, make sure that calls come into a vector that 
contains an adjunct routing vector command. This command causes the switch to initiate 
the route CallVisor ASAI capability. Vector processing occurs while the caller waits. A 
default split or answering position can also be specified in the vector, in case Conversant 
does not respond in the administered amount of time (determined by the 
announcement/wait steps). Announcement and wait steps are needed to give the host time 
to respond.
For adjunct routing, if the call queues to a split or leaves vector processing, a route-end 
request is sent to Conversant. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-92 Inbound Call Management 
3
Considerations
Administrators and planners must consider:
nICM traffic
nRated switch capacity 
nCallVisor ASAI interface traffic 
nRated capacity of the adjunct application processor
Lucent Technologies Technical Design Center can provide planning assistance.
In addition, you must consider the following:
nCallVisor ASAI and BX.25 CPN/BN-ANI are not supported simultaneously.
nDirect Agent Calls (DACs) are allowed only if the caller and the receiving agent 
have a Class of Restriction (COR) that allows Direct Agent Calling. 
nDACs cannot go through vectors.
nDACs cannot be made over a DCS link. If the receiving agent is not an internal 
extension, the call is denied.
Interactions
nCall Prompting
Digits collected by Call Prompting are passed with current call information to a 
Conversant adjunct.
nDirect Agent Calling 
Direct Agent Calling allows an adjunct to direct a call to a particular ACD agent 
and have the call treated as an ACD call. Calls that enter the switch as ACD calls 
and are routed to a particular agent via adjunct routing, or are transferred via a 
third-party make-call request, are treated as ACD calls for the duration of the call. 
See ‘‘
Automatic Call Distribution’’ on page 3-25 for more information on Direct 
Agent Calls.
nPriority Calling
CallVisor ASAI allows both Priority Calling and Direct Agent Calling for the 
same call.  
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-93 Information Forwarding 
3
Information Forwarding
Whenever the DEFINITY ECS interflows a call over ISDN trunk facilities (for example, 
PRI or BRI) by means of a route-to (with Lookahead Interflow active), queue-to best,
 or 
check best command, the following information is sent with the call via user-to-user 
information transport (via UUI IE) and can be used by adjuncts or displayed at the 
receiving switch:
nASAI user information
nthe name of the active VDN (LAI DNIS)
nother LAI information (a time stamp showing when the call entered the current 
queue, the call’s priority level in its current queue, and the type of interflow)
nany collected digits (this does not include dial-ahead digits). These digits are 
available for processing at remote vectors and/or displaying to the agent.
nthe number of seconds that the call has already spent in vector processing (called 
“in-VDN time”)
nUniversal Call ID (UCID)
NOTE:
Sending of information depends on priority settings and activated features. Also the 
switch version must be V6 or later.
Forwarding of the last three items, collected digits, in-VDN time, and UCID applies to the 
DEFINITY ECS R6.3 and newer.
Interactions
nBest Service Routing
Best Service Routing-related data is sent in addition to the associated ASAI user 
data and UCID. For more information, see the DEFINITY
® Enterprise 
Communications Server Call Vectoring/EAS Guide (555-230-521).
User-to-User Information Transport
In the past, lookahead interflow transported the LAI Information Element (IE) in codeset 6 
or 7, which functioned over non-QSIG private networks, but only over certain public 
networks. 
Now, call centers can transport application information (including the LAI information) 
over many more public ISDN networks because of using User to User Signaling (UUS) 
Supplementary Services that incorporate user-to-user information (codeset 0 UUI). 
Information passes over QSIG private networks using manufacturer specific information 
(MSI—codeset 0 Facility IE) in various messages.  
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-94 Information Forwarding 
3
This feature: 
nenables multiple applications on the DEFINITY ECS/switch to share the contents 
of the UUI IE or MSI
nallows for backwards compatibility with software prior to the DEFINITY ECS 6.3.
For more information about how to administer user-to-user information transport, see the 
Information Forwarding chapter in the DEFINITY
® Enterprise Communications Server 
Call Vectoring/EAS Guide (555-230-521).
Support of Call Center Features
Information transport supports these call center features:
nEnhanced Look-Ahead Interflow—routes calls from busy call centers to centers 
that are less busy (see ‘‘
Look-Ahead Interflow’’ on page 3-102). 
NOTE:
Look-Ahead Interflow information can be forwarded using information 
transport or the traditional codeset 6/7 LAI IE. The switch version must be 
DEFINITY ECS R6 or newer.
nBest Service Routing—routes calls to the best available agents wherever they are 
(see ‘‘
Best Service Routing’’ on page 3-44).
nUniversal Call ID—provides a means to collect and trace call data from multiple 
call centers (see ‘‘
Universal Call ID’’ on page 3-148).
Administering User-to-User Information 
Transport
This section outlines the procedure to administer your incoming and outgoing trunk 
groups to send user data over your network. Before administering the trunk group, review 
these guidelines:
nIf you are using shared UUI (any Supplementary Service other than b
), then you 
must administer the UUI Treatment
 for the trunk groups (both outgoing and 
incoming at the remote end) as shared
. Use this option when you want to forward 
information to the DEFINITY ECS R6.3 (or newer) in non-QSIG networks.
nWith QSIG (Supplementary Service b
), you need to administer Shared UUI to 
include ASAI user information with MSI transport. If UUI Treatment
 is the 
default service-provider
, DEFINITY forwards the ASAI user data (if provided) 
in a non-shared codeset 0 UUI IE while forwarding the other data as MSI. 
NOTE:
You do not need to complete this procedure if you do not intend to send user data 
over the network. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-95 Information Forwarding 
3
Table 3-26 lists the form and fields needed to administer information transport on trunk 
groups.
To administer Shared UUI information transport:
1. In the command line, enter change trunk-group n
 and press 
RETURN. 
The Trunk Group administration form comes up. n is the number of the trunk 
group you want to administer.
2. Go to page 2 of the form.
3. In the UUI Treatment
 field, enter shared 
and press RETURN.
!CAUTION:
If the trunk group is connected to a pre-DEFINITY ECS 6.3 switch or if you 
want service provider functionality, do not enter 
shared. Instead, leave the 
default 
service-provider in this field. You cannot use Shared UUI unless 
the trunk group is connected to a the DEFINITY ECS R6.3 (or newer).
The Maximum Size of UUI IE Contents 
field appears.
If you enter shared
 and the Send Codeset 6/7 LAI
 trunk group option is 
on, you send the LAI information twice (unless the LAI Name and Other LAI data 
items’ priorities are blank with non-QSIG—with QSIG, both are always sent), and 
you may exceed the maximum ISDN message size. 
Table 3-26. Forms Needed to Administer Information Transport
Form  Fields  Why is this field needed?Is field 
optional?
ISDN
Trunk 
Group
(BRI or 
PRI)UUI IE 
TreatmentSet field to either 
nshared
 (for trunk groups 
connected to the DEFINITY 
ECS R6.3 or newer if you 
want shared data).
nservice-provider
 (for 
trunk groups connected to 
the DEFINITY ECS prior to 
R6.3 or if you want service 
provider functionality).
Y
However, this field 
cannot be blank.
Maximum Size 
of UUI IE 
ContentsSet according to what the network 
supports. 128 (default) is 
recommended for private 
networking.Y
Shared UUI 
Feature Priority 
fieldsSet the priority for each type of user 
data (such as UCID, ASAI, and 
other application information). Only 
needed for non-QSIG trunk groups.Y
If blank, info not 
sent. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-96 Information Forwarding 
3
4. If you want to change the default size of 128 in the Maximum Size of UUI 
IE Contents 
field, then enter the number for the maximum UUI size. If you 
want to keep the default size, go to Step 5.
You must administer the trunk groups to send the appropriate amount of user 
information over the connected network. For example, if the public network only 
supports 32 bytes of user information, and you enter a number larger than 32, the 
network may reject the entire UUI IE.
The DEFINITY ECS/switch accepts a range from 32 to 128.
5. Go to page 4 (the Shared UUI Feature Priorities page which comes up only when 
the UUI Treatment
 field is set to shared
).
Notice that all feature names (whether enabled or not) appear on this page. The 
default values were assigned when Shared UUI was enabled.
6. Either leave the default settings, or reassign numbers from 1 to 6 (1 is the highest 
priority) to each feature. For more information about user needs, see Determining 
User Information Needs in the next section.
NOTE:
If you leave a feature field blank, that feature will not transport in the UUI 
IE. If the public network supports less than 128 bytes, you need to choose 
what feature information you want to send, and give that feature field a 
higher priority.
7. Press   to save your changes.
Determining User Information Needs
The network byte limit on user information contents (the user data part of the UUI IE) 
must be large enough to carry the data needed for the customer application.
If you want to forward information over a network that does not support at least 82 bytes 
of user data, you must determine the space required for the application and adjust 
priorities accordingly. For more information, see “Determining User Information Needs” 
in the Information Forwarding chapter of the DEFINITY
® Enterprise Communications 
Server Call Vectoring/EAS Guide (555-230-521)
ENTER