Lucent Technologies DEFINITY Enterprise Communications Server Release 8 Guide To ACD Call Centers

							Preface — About This Document 
xi Overview 
DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Preface — About This Document
Overview
This document describes the DEFINITY Enterprise Communications Server (ECS) 
Release 8 (R8) ACD feature. For details about what is new in the DEFINITYECS R8, see 
the DEFINITY Enterprise Communications Server (ECS) Release 8 (R8) Change 
Description.
DEFINITYECS is a family of cost-effective digital communication systems. These 
systems:
nRoute voice and data information between various endpoints (telephones, 
terminals, computers)
nProvide highly robust networking capabilities
nInclude an extensive set of standard features: attendant consoles, voice processing 
interface, call coverage, DS1 (T1 and E1) connectivity, hospitality support, 
recorded announcement, and trunk-to-trunk transfer
nProvide flexibility and allow for the addition of optional features and/or upgrades 
to the system as business needs change
This document explains the features that comprise the DEFINITYECS ACD. It provides 
an introduction to each call center feature and presents required forms for administration, 
detailed descriptions, considerations, and interactions between call center features. This 
document provides an overall reference for planning, operating, and administering your 
DEFINITYECS ACD Call Center. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Preface — About This Document 
xii Contents and Organization of the Guide 
Contents and Organization of the 
Guide
This document is organized into chapters by subject. Features are in alphabetical order 
within each chapter. Pertinent forms follow the features. Basic features and forms are 
presented in a chapter with the same title.
The following table gives a brief description of each chapter and appendix in this book.
Audience
This document is intended for the DEFINITYECS system administrators and managers, 
end-users interested in information about specific features, and Lucent Technologies 
support personnel responsible for planning, designing, configuring, selling, and 
supporting the system.
Table 1. Contents of Document
Title Contents
Chapter 1 Automatic Call Distribution (ACD) 
Basics — Overview and ExercisesGives an overview of the ACD feature 
and includes exercises that are 
prerequisite for an Instructor-led 
course.
Chapter 2
DEFINITY Call Center Capacities 
for ACD Software and Related 
FeaturesIncludes tables that show the switch 
capacities for 
DEFINITY ECS R8, 
R7, R6, R5, 
DEFINITY G3V4, G3V3, 
G3V2, G3V1, and 
CentreVu CMS. 
Also includes information on 
measured extensions, splits, and 
trunks. 
Chapter 3
DEFINITY ECS ACD Call Center 
FeaturesContains the call center features 
available on the 
DEFINITY ECS
Chapter 4
DEFINITY ECS ACD Call Center 
FormsContains all of the forms required to 
administer basic call center features 
on the 
DEFINITY ECS, descriptions 
of the fields on each form, and 
special notes about usage.
Appendix A Recorded Announcements Describes the use and requirements 
around using recorded 
announcements in a call center 
environment.
Glossary Provides a glossary and list of 
abbreviations for this and other 
related 
DEFINITY ECS documents
Index Provides an index for the document. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Preface — About This Document 
xiii Reason for Reissue 
Reason for Reissue
This document is updated to include DEFINITYECS Release 8 information.
It also now includes the information that formerly resided in the CentreVu Call 
Management System Administration Guide in the ACD Basics appendix and in the Global 
Learning Solutions ACD Basics precourse material (BTC504S).
How to Use this Document
This document is designed to be used as a reference document. If you are interested in 
information about a particular feature, use the index or table of contents to locate the page 
number where the feature is described. Forms also can be located this way. They are listed 
alphabetically in each chapter in the table of contents. The title that appears on the form is 
the form name.
Conventions Used in this Document
This document uses the following conventions:
NOTE:
Draws attention to information that you must heed.
!CAUTION:
Denotes possible harm to software, possible loss of data, or possible service 
interruptions.
!WARNING:
Denotes possible harm to hardware or equipment.
!SECURITY ALERT:
Indicates when system administration may leave your system open to toll fraud. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Preface — About This Document 
xiv Trademarks 
Trademarks
The following trademarked names may be used in this document.
nAUDIX® is a registered trademark of Lucent Technologies.
nBCMS Vu® is a registered trademark of Lucent Technologies.
nCallmaster® is a registered trademark of Lucent Technologies.
nCentreVu® is a registered trademark of Lucent Technologies.
nConversant® is a registered trademark of Lucent Technologies.
nDEFINITY® is a registered trademark of Lucent Technologies.
nINFORMIX® is a registered trademark of Informix Software, Inc.
nMicrosoft®, MS®, MS-DOS®, and Windows® are registered trademarks of 
Microsoft Corporation.
nNetWare®, Novell®, OPEN LOOK®, and UnixWare® are registered trademarks 
of Novell, Inc.
nSolaris® is a registered trademark and Solstice
TM is a trademark of Sun 
Microsystems, Inc.
nUNIX® is a registered trademark of Novell, Inc. in the United States and other 
countries, licensed exclusively through X/Open Corporation.
nX Window System
TM is a trademark and product of the Massachusetts Institute of 
Technology.
When used in this book, these trademark and registered trademark product names are 
shown in italics. If the name is used in a block of text that already incorporates italics, then 
the appropriate symbol is included in the call-out.
Related Documents
The following documents may include information related to the DEFINITYECS ACD 
feature.
Administration Documents
The primary audience for these documents consists of DEFINITYECS administrators who 
work for external customers and for Lucent’s dealers. The satisfaction and needs of our 
external customers is the primary focus for the documentation.
DEFINITYECS Release 8 —Administrator’s Guide, 555-233-502, Issue 2
Provides complete step-by-step procedures for administering the switch, plus feature 
descriptions and reference information for SAT screens and commands. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Preface — About This Document 
xv Related Documents 
DEFINITYSystem’s Little Instruction Book for basic administration, 
555-230-727, Issue 5
Provides step-by-step procedures for performing basic switch administration tasks. 
Includes managing phones, managing features, and routing outgoing calls.
DEFINITY System’s Little Instruction Book for advanced 
administration,555-233-712, Issue 2
Provides step-by-step procedures for adding trunks, adding hunt groups, writing vectors 
and recording announcements.
DEFINITYSystem’s Little Instruction Book for basic diagnostics, 
555-230-713, Issue 2
Provides step-by-step procedures for baselining your system, solving common problems, 
reading alarms and errors, using features to troubleshoot your system, and contacting 
Lucent.
DEFINITYECS Release 8 — Overview, 555-230-024, Issue 8
Provides a brief description of the features available with DEFINITYECS R8. This book 
does not provide a general overview of the switch nor of basic telephony.
DEFINITYECS Release 8 —Reports, 555-230-511, Issue 6
Provides detailed descriptions of the measurement, status, security, and recent change 
history reports available in the system and is intended for administrators who validate 
traffic reports and evaluate system performance. Includes corrective actions for potential 
problems.
DEFINITYECS Release 8 — System Description, 555-230-211, Issue 5
Provides hardware descriptions, system parameters, lists of hardware required to use 
features, system configurations, and environmental requirements. 
DEFINITYECS What’s New in R8, 555-233-752, Issue 1
Provides a detailed overview and information on basic administration for the new 
functionality in this release. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Preface — About This Document 
xvi Related Documents 
Installation, Upgrades, and Maintenance 
Documents
Lucent technicians, design center employees, and customer self-maintainers are the 
primary audiences for these documents.
DEFINITYECS Release 8 — Administration for Network Connectivity, 
555-233-501, Issue 2
Describes the main types of switch-to-switch connections that use Overlan hardware and 
software, and the procedures required to administer these connections.
DEFINITYECS Release 8 — ATM Installation, Upgrades, and Administration, 
555-233-106, Issue 1 
Step-by-step instructions for how to install, upgrade, and administer ATM switches.
DEFINITYECS Release 8 — Installation and Maintenance for Survivable 
Remote EPN, 555-233-102, Issue 3
Describes how to install, cable, test, and perform maintenance on a Survivable Remote 
Expansion Port Network (SREPN). Provides power, ground, and fiber connections.
DEFINITYECS Release 8 — Installation and Test for Multi-Carrier Cabinets, 
555-230-112, Issue 7
Provides procedures and information for hardware installation and initial testing of 
multi-carrier cabinets.
DEFINITYECS Release 8 — Installation and Test for Single-Carrier Cabinets, 
555-230-894, Issue 5
Provides procedures and information for hardware installation and initial testing of 
single-carrier cabinets.
DEFINITY ECS Release 8 — Installation for Adjuncts and Peripherals, 
555-230-125, Issue 6
Provides procedures and information for hardware installation and initial testing of ECS 
adjunct and peripheral systems and equipment.
DEFINITYECS Release 8 — Installation, Upgrades and Additions for 
Compact Modular Cabinets, 555-230-128, Issue 5
Provides procedures and information for hardware installation and initial testing of 
compact modular cabinets. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Preface — About This Document 
xvii Related Documents 
DEFINITYECS Release 8 — Maintenance for R8r, 555-230-126, Issue 5
Provides detailed descriptions of the procedures for monitoring, testing, troubleshooting, 
and maintaining the R8r ECS. Included are maintenance commands, step-by-step 
trouble-clearing procedures, the procedures for using all tests, and explanations of the 
system’s error codes.
DEFINITYECS Release 8 — Maintenance for R8si, 555-233-105, Issue 2
Provides detailed descriptions of the procedures for monitoring, testing, troubleshooting, 
and maintaining the R8si ECS. Included are maintenance commands, step-by-step 
trouble-clearing procedures, the procedures for using tests, and explanations of the 
system’s error codes.
DEFINITYECS Release 8 — Maintenance for R8csi (Compact Modular 
Cabinets), 555-204-129, Issue 5
Provides detailed descriptions of the procedures for monitoring, testing, troubleshooting, 
and maintaining the R8csi ECS. Included are maintenance commands, step-by-step 
trouble-clearing procedures, the procedures for using all tests, and explanations of the 
system’s error codes. 
DEFINITYECS Release 8 — Upgrades and Additions for R8r, 555-230-121, 
Issue 6
Provides procedures for an installation technician to convert DEFINITY Communications 
System or DEFINITYECS to DEFINITYECS Release 8. Includes upgrade considerations, 
lists of required hardware, and step-by-step upgrade procedures. Also includes procedures 
to add control carriers, switch node carriers, port carriers, circuit packs, auxiliary cabinets, 
and other equipment.
DEFINITYECS Release 8 — Upgrades and Additions for R8si, 555-233-104, 
Issue 2 
Provides procedures for an installation technician to upgrade an existing 
DEFINITYCommunications System or DEFINITY ECS to DEFINITY ECS Release 8. 
Included are upgrade considerations, lists of required hardware, and step-by-step upgrade 
procedures. Also included are procedures to add control carriers, switch node carriers, port 
carriers, circuit packs, auxiliary cabinets, and other equipment. Task-oriented Technician 
Documentation New electronic information for customer service engineers who perform 
G3r upgrades. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Preface — About This Document 
xviii Related Documents 
Call Center Documents
These documents are issued for DEFINITYECS Call Center applications. The intended 
audience is DEFINITYECS administrators. 
DEFINITYECS Release 8 — Call Vectoring/EAS Guide, 585-230-521, Issue 4
Provides information on how to write, use, and troubleshoot vectors, which are command 
sequences that process telephone calls in an Automatic Call Distribution (ACD) 
environment.
DEFINITYECS Release 8 —Guide to ACD Call Centers, 555-233-503, Issue 2
Provides feature descriptions and some implementation guidance for call center features.
DEFINITYECS  — Basic Call Management System (BCMS) Operations, 
555-230-706, Issue 2
Provides information on the use of the BCMS feature for ACD reporting.
End Users
The primary audience for these documents consists of people who use the phones and 
attendant consoles.
DEFINITYECS Console Operations, 555-230-700, Issue 5
Provides operating instructions for the attendant console. Included are descriptions of the 
console control keys and functions, call-handling procedures, basic system 
troubleshooting information, and routine maintenance procedures.
DEFINITYECS Release 8 — Console Operations Quick Reference, 
555-230-890, Issue 4
Provides operating instructions for the attendant console. Included are descriptions of the 
console control keys and functions, call handling, basic system-troubleshooting 
information, and routine maintenance procedures. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Preface — About This Document 
xix How to Get Help 
How to Get Help
For those times when you need additional help, the following help services are available. 
You may need to purchase an extended service agreement to use some of these help 
services. See your Lucent Technologies representative for more information.
nLucent Technologies Centers of Excellence
— Asia/Pacific
65-872-8686
— Western Europe/Middle East/South Africa
441-252-391-889
— Central/Eastern Europe
361-270-5160
— Central/Latin America/Caribbean
1-303-538-4666
— North America
1-800-248-1111
nDEFINITYHelpline
1-800-225-7585
nLucent Technologies Toll Fraud Intervention
1-800-643-2353
nLucent Technologies National Customer Care Center Support Line
1-800-242-2121
nLucent Technologies Corporate Security
1-800-822-9009
How to Make Comments About 
This Document
We provide reader comment cards at the back of this document. While we have tried to 
make this document fit your needs, we are interested in your suggestions for improving it 
and urge you to complete and return a reader comment card. If the reader comment cards 
have been removed from this document, please send your comments to:
Lucent Technologies
Global Learning Solutions
Room 22-2H15
11900 North Pecos Street
Denver, CO 80234-2703 USA 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Preface — About This Document 
xx How to Make Comments About This Document