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 
3-117 Reason Codes 
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Detailed Description
Forced Reason Codes
If you have administered forced reason codes, agents cannot enter AUX work mode or log 
out until they enter a code. Agents can enter codes 1 — 9, but not default code 0.
If an agent enters an invalid code or fails to enter a code within the administered timeout 
interval, the change is denied and the agent remains in the current work mode. If the agent 
dialed a FAC, the agent hears an intercept tone. If the agent pressed the AUX button, the 
AUX lamp flutters and then goes dark (or lights steadily if the agent was already in AUX 
with a different reason code).
Requested Reason Codes
If you have administered requested reason codes, agents need not enter a code to enter 
AUX work mode or log out. Agents can enter the codes 0 — 9. If an agent enters an 
invalid code or fails to enter a code within the timeout interval, the agent enters AUX 
work mode or logs out with default code 0.
Entering AUX Work Mode
An agent can enter an AUX reason code in one of three ways:
nPressing an AUX work button with an assigned code
nPressing an AUX work button with no assigned code and responding to the prompt 
for a reason code
nDialing an AUX work FAC and responding to the dialtone prompt for a reason 
code
If there are no calls ringing, active, or held at the phone, agents enter AUX work mode 
immediately and the AUX lamp lights steadily. Otherwise, the AUX lamp blinks until the 
agent completes all calls at the terminal.
If a button for AUX work is associated with the reason code that the agent entered, the 
button lamp lights. If no such AUX button exists, the system lights the first AUX button 
lamp with no administered reason code.
You can assign an AUX button without a reason code to an agent’s phone. This allows 
agents with a limited number of buttons to use all 10 reason codes.
Logging Out
To log out with a reason code, the agent dials the logout FAC, hears a second dial tone and 
enters a reason code. The agent hears confirmation tone and is logged out. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-118 Reason Codes 
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Default Code
Default code 0 is used when the system puts an agent into AUX work mode or logs the 
agent out without the involvement of the agent. For example:
nWhen an agent logs in and is put into AUX mode
nWhen an agent makes or receives a non-ACD call from the available state
nWhen a call is redirected as a result of Redirection on No Answer (RONA) and the 
agent is logged out or put into AUX mode
nWhen agent skill assignments are changed while an agent is staffed (the system 
automatically logs the agent out and back in)
nWhen an agent forces a logout without entering a code (for example, by pulling the 
headset)
nWhen an agent who is requested to enter a reason code fails to enter a valid code 
within the 10-second timeout period
nWhen an agent with requested reason codes enters # or *
Considerations
nIf an agent in Auto-In or Manual-In work mode dials the logout FAC but fails to 
enter a reason code and logout reason codes are forced, the agent is returned to the 
available state. ACD calls are delivered even if the agent has left the phone. To 
prevent this, be certain that agents enter AUX or ACW work mode before logging 
out.
nWhen an agent changes to AUX work mode and the AUX Work Reason Code 
Type is set to none, the agent is put into AUX work mode with the default reason 
code even if you have administered a different reason code for the AUX button. 
Setting AUX Work Reason Code in this way allows you to complete button 
administration before activating the feature.
nDo not administer AUX buttons without a reason code for hybrid station sets.
nWhen an agent in AUX work mode is active on a non-ACD call, the agent cannot 
immediately change the reason code. A change is pending until the call drops.
nThere is a limit to the number of agents who can simultaneously be entering either 
a reason code or a Call Work Code. See the DEFINITY Enterprise 
Communications Server System Description Pocket Reference for this limit. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
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Interactions
nAbbreviated Dialing
You can program FACs for AUX work mode or logout with or without an 
associated Reason Code on automatic-dial buttons or in abbreviated-dial lists. At 
the reason code prompt, when an agent selects an abbreviated-dial or 
automatic-dial button, the first digit of the button is taken as the reason code.
nAgents in Multiple Skills
When an agent who is assigned to multiple skills enters AUX work mode with a 
reason code, the agent enters AUX work for all of his or her skills with the same 
reason code.
nASAI
ASAI allows a host to log an agent out and place an agent in AUX work mode with 
a reason code. The host can query the agent’s current work mode and receive the 
reason code associated with the AUX work mode.
nAuto-Available Split 
The system logs AAS agents out for Redirection on No Answer with the default 
reason code.
nBasic Call Management System
Statistics about AUX work mode by reason code are not available in BCMS 
reports.
nCMS
CMS tracks time in AUX work mode by reason code and displays reason codes for 
agents currently in that mode. When an agent is moved from CMS while the agent 
is staffed, the system logs the agent out using the default code, and then logs the 
agent back in again. If an agent is in AUX work mode when moved, the agent is 
returned to AUX work mode with the same reason code when the move is 
completed.
nDirect Agent Calling
When a Direct Agent call is queued for an agent in AUX work mode with a reason 
code, the appropriate AUX button lamp flutters to alert the agent to the queued 
call. If there is no AUX button lamp, agents receive an audible alert (ring-ping or 
call-waiting tone). If there is an AUX button with no assigned reason code 
administered, then that lamp flutters.
nRedirection on No Answer
When a call is redirected via RONA, an agent is placed into AUX work mode with 
the default code or is logged out with the default code if the agent is in an 
auto-available skill. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-120 Redirection on No Answer 
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Redirection on No Answer
Redirection on No Answer (RONA) redirects a ringing ACD split or skill call or Direct 
Agent Call after an administered number of rings. RONA prevents an unanswered call 
from ringing indefinitely. The call can redirect either to the split or skill to be answered by 
another agent or to a VDN for alternative call handling. Direct Agent Calls route to the 
agent’s coverage path, or to a VDN if no coverage path is administered.
You must have ACD enabled to use RONA. Administer RONA for each ACD split hunt 
group as required. RONA can be used in Auto-Available Splits (AAS), or in splits and 
skills with agents operating in Manual-In work mode. You can administer RONA for 
vector-controlled or nonvector-controlled splits or skills.
Do not administer RONA for splits controlled by adjuncts or AUDIX or for auto-answer 
agents assigned splits or skills because calls must ring at a terminal to be redirected.
How to Administer RONA
You must set Controlling Adjunct to none
.
Table 3-33. Required Forms
Form Field
Hunt GroupnACD
nAAS
nVector
nControlling Adjunct
nMessage Center
nRedirect On No Answer (Rings)
nRedirect to VDN
Station (multifunction)nButton Assignments
— noans-alrt 
						

							DEFINITY ECS Release 8
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December 1999
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Detailed Description
When RONA is invoked for a call, the system:
nPlaces an agent in AUX work mode, and thus unavailable to receive calls from 
other splits or skills. In an AAS, the agent is logged out.
nRedirects split or skill calls back to the split or skill or administered VDN.
Redirected calls are requeued at the highest priority so that they are distributed 
before any other split or skill calls. See ‘‘
RONA Routing Sequences’’ on page 
3-123 for more information about call redirection.
nSends a message to CMS. 
When a RONA timeout occurs, the Noans-alrt lamp for the split/skill lights 
steadily. The supervisor presses the Noans-alrt button to display the login ID or the 
extension and name of the last agent timed out with RONA. 
nRecords the redirection in BCMS or CMS. See ‘‘
Using BCMS/CMS Reports with 
RONA’’ on page 3-124 for additional information.
RONA Application Examples
VRU Applications
Typically, RONA is used with VRU applications in AAS configurations. RONA detects 
VRU failures and provides alternate operation. For example, an adjunct port failure is not 
detected by ACD call processing. RONA detects the failure, takes the port out of service, 
and provides notification of the failure.
Use Call Vectoring for flexible call handling in case of a VRU failure. Assign RONA a 
converse 
split connected to the Conversant or to equivalent VRU ports. Whenever RONA 
times out on a ringing call delivered via the converse-on command to a VRU port, the 
agent is logged out and the call is redirected back to the converse 
split.
1 With a complete 
VRU failure, all VRU ports are eventually logged out and vector processing for the 
converse-on command bypasses that step for new calls.
1.RONA can’t redirect a call to an administered VDN from a converse step. 
						

							DEFINITY ECS Release 8
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The Screen 3-1 vector shows how to provide automatic backup for a complete VRU 
failure.
Screen 3-1. Call Vector
In Screen 3-1
, the application works as expected as long as the VRU returns the digit 
string, which includes a return code of 1. In this case, the condition in Step 4 is satisfied 
and the program branches to Step 6, which provides normal application processing.
On the other hand, if all VRU ports in an AAS split are logged out by a RONA timeout, 
the converse-on command step (Step 2) is skipped, and no digits are collected by Step 3 
(after the 10-second timeout). The condition in Step 4 is not satisfied and vector 
processing proceeds to Step 5, which branches to vector xxx to connect the call to an 
agent.
Other Applications
You can use RONA for applications that involve human agents with manual answering 
and other adjunct applications, such as Home Agent. For example, a call may not be 
answered because an agent left without entering AUX work mode or logging out. You can 
use RONA to make the nonanswering agent unavailable and redirect calls to another agent 
or to the RONA VDN.
CALL VECTOR
01 wait-time 0 secs hearing ringback
02 converse-on split...  (VRU returns the digit “1” as a return code
followed by additional digits for the application)
03 collect 1 digits after announcement none
04 goto step 6 if digits = 1
05 goto vector xxx  (for backup when the VRU fails)
06 collect 2 digits after announcement none
07 ... 
						

							DEFINITY ECS Release 8
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December 1999
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RONA Routing Sequences
Table 3-34 and Table 3-35 describe how RONA redirects split or skill calls and Direct 
Agent calls.
Table 3-34. RONA Routing Sequence for Direct Agent Calls
Redirection Destination Explanation
Coverage path Direct Agent calls redirect to a coverage path, if one exists. 
Priority calls do not route to coverage.
RONA VDN If no coverage path exists but a VDN is administered for 
RONA, Direct Agent calls redirect to the VDN.
VDN return destination For external calls, if neither a coverage path nor a RONA 
VDN are administered, then Direct Agent calls redirect to the 
VDN Return Destination extension.
None Calls continue ringing.
Table 3-35. RONA Routing Sequence for Split/Skill Calls
Redirection Destination Explanation
RONA VDN If a RONA VDN is administered, calls redirect to the VDN.
Requeue to split/skill If a RONA VDN is not administered, calls redirect to the split 
or skill.
Coverage path In nonvector-controlled splits, if calls cannot requeue to the 
split, they redirect to the split’s coverage path if one is 
administered.
VDN return destination For external calls, if a split coverage path or a RONA VDN is 
not administered and calls can not requeue, they redirect to 
the VDN Return Destination extension. 
						

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Using BCMS/CMS Reports with RONA
You can use BCMS and CMS reports to determine which agents had RONA timeouts and 
how calls were redirected.
With R3V2 and later releases of CMS, the exception report lists agents who were timed 
out and made unavailable. With BCMS and earlier releases of CMS, you can determine 
which agents were in AUX work mode or logged-out with AAS.
With R3 CMS, you can use the real-time “Split Status” report to see which agents are in 
AUX work mode, but you need a custom report to see logged-out agents.
With BCMS, use SAT to create a list of unstaffed agents for the split to see which agents 
are logged out (for AAS applications). With EAS, list agent-loginid specifying unstaffed 
and AAS = yes.
With BCMS, agents’ changes to AUX work mode appears in the BCMS Split (AGENT) 
Status report. In an AAS split, agents log out, so they do not appear in the Split Status 
report. When the call is requeued, the System Status report shows only the AVG ANSW 
SPEED time and AVG ABAND TIME time for the requeued call. The Historical Split and 
System reports show both a FLOWOUT (primary split) and FLOWIN (redirected split) 
for requeued calls, while the VDN report shows only a FLOWOUT.
Direct Agent calls are recorded as ACD split calls but the flowout is recorded only if an 
agent’s coverage path requeues the call to a split.
Since BCMS does not report exceptions, RONA events are not reported. If you have 
BCMS, use the RONA split lamp indicator for RONA event indication.
Returning AAS Agents to Service
When RONA redirects a call that was directed to an AAS, the agent is logged out. To 
return an AAS agent to service, readminister the agent as a member of the AAS split to be 
logged in again in one of the following ways:
nFor ACD splits, remove the agent from the split and then resubmit the split Hunt 
Group form with the agent added to it. Alternatively, administer the agent in a 
different location in the split members list on the Hunt Group form. Use the list 
unstaffed-agents command to get a list of all AAS agents that have been logged 
out, not just AAS agents that were logged out because of a RONA timeout.
nFor EAS skills, readminister the Agent LoginID form so that the AAS agent is 
automatically logged in. To determine which EAS agents are logged out, use the 
list agent-loginid command.
nFor ACD splits and for EAS skills, you can busy-out the AAS agent station with 
the G3-MT busyout station command and release it with the release station 
command. Releasing the AAS agent station automatically logs the agent in. If all 
AAS agent ports on the circuit pack had a RONA timeout, busy-out and release the 
entire circuit pack. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
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nUse CMS Move Agents to move up to 32 agents at a time into a dedicated unused 
split/skill and then move the agents back into the AAS split/skill. You can set this 
up using the timetable on a manual-scheduled basis to activate when the VRU has 
been restored to service after a failure.
nUse ASAI to log the logged-out agents back in via ASAI login request messages.
Considerations
nRONA can timeout while an agent is actually at the terminal if the agent does not 
answer soon enough or has selected another work mode while a call is ringing. 
RONA handles the call as usual, making the agent unavailable. With ACD splits, 
agents at multifunction terminals know that they have been made unavailable 
when they see the AUX-Work lamp lit. They press the Auto-In or Manual-In 
button to become available.
nSpecify a coverage path or VDN for redirection for nonvector-controlled splits or 
for Logical Agent IDs with EAS Direct Agent Calls to ensure that calls are always 
redirected.
Interactions
nAAS
Use AAS with RONA for VRU ACD non-ASAI adjunct-controlled split 
applications. Assign AAS only to ACD hunt groups. When all lines in a 
vector-controlled AAS split are logged out, the split is considered unavailable, and 
vector processing skips the step in the vector for new calls. 
If RONA occurs on the last VRU port in an AAS split, the call is not requeued to 
the converse split, but is processed by the next vector step.
Any calls queued to a split that has been taken out of service may be left at this 
split. When the system reinitializes, all busied-out ports are automatically logged 
back into the AAS splits. New calls cause a RONA timeout if the adjunct or agent 
still does not answer after the system reinitializes.
nAbandoned Call Search
Abandoned Call Search, if defined for a trunk, is reapplied to call on that trunk that 
RONA requeued whenever the calls are routed to another agent.
nAgents in multiple splits
When a RONA timeout occurs, an ACD split agent is placed in AUX work mode 
with notification to CMS for all splits that the agent is logged into. The agent is 
responsible for becoming available in each split. In an AAS, agents are logged out 
of all splits that they are logged into. You must log agents back into the AAS splits.
nAgent logout
An agent can log out from a multifunction set while an ACD call subject to RONA 
is ringing the set. However, if the agent logs out before RONA times out, RONA 
timing is canceled, and RONA redirection and notification occur immediately. 
						

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nAgent work modes
If an agent presses the ACW button with an ACD call ringing, the change request 
is pending. If the agent has a pending change to ACW before a RONA timeout 
occurs on a ringing ACD call, RONA timing continues. At timeout, the call is 
redirected, CMS is notified, and the agent is placed in AUX work (overriding the 
pending ACW request).
If an agent presses the AUX-Work button with an ACD call ringing, the change 
request is pending. With ACD splits, since the RONA time-out changes the state to 
AUX-Work, there is no conflict with the pending AUX-Work change request. With 
AAS splits, an agent-initiated AUX-Work change is denied per existing operation.
nASAI 
RONA applies to vector-processed calls that are routed by an adjunct to an ACD 
split or agent as a Direct Agent Call.
You can assign RONA to ASAI adjunct-monitored splits and adjunct-monitored 
calls. An event report is not sent to the ASAI adjunct when a RONA timeout puts 
an agent into AUX work mode. 
The adjunct makes an agent query (as part of the value query capability group) to 
determine the agent’s state. Once the call is requeued to the split, the adjunct 
receives a call-queued event report if event reporting is active for the domain 
(VDN or nonvector-controlled split).
An adjunct-monitored split can be assigned as an auto-available split. The logout 
event for an AAS split is sent to the adjunct when RONA timeout logs an agent 
out.
You cannot assign RONA to an adjunct-controlled split. An adjunct-controlled 
split cannot be an AAS.
ASAI Conversant VRU applications are configured with nonvector-controlled 
splits using manual-answer operation on analog lines to Conversant ports. The 
ASAI link provides event notification for the ACD split for enhanced services. In 
addition, you can log in and log out the ports as required. (AAS splits are not used 
for this application because the ASAI link controls the login or logout). 
You can assign RONA to these splits to detect failure conditions in the same 
manner as non-ASAI VRU applications. RONA does not notify Conversant of 
AUX work mode changes. ASAI Conversant cannot query to determine the states 
of its ports. You must restore ports manually after a failure via Conversant 
management screens. Complete failure is automatically restored when Conversant 
reinitializes. Table 3-36
 describes ASAI events that the switch sends the adjunct 
for various stages of the RONA call. Also included are the ASAI associations 
(assuming that they are active) for which the events are provided. For the split to 
have Notification association active, the split must not be vector-controlled or 
adjunct-controlled.