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 
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3
When return destination is triggered, the call is monitored through each return 
destination operation until the caller disconnects.
nVoice-terminal displays
Non-remote observers’ voice-terminal displays mirror exactly what is displayed 
on the observed physical or logical agent’s display. For example:
a=”3035001234 to Sales SO”
While observing a VDN, an observer sees displayed the name of the VDN being 
observed while in vector processing. After the call leaves vector processing, the 
name of the agent or trunk group that the call is connected to is displayed.
nVu St a t s
Nonremote observers using 2-line displays can activate VuStats for an agent. An 
observer must activate VuStats before using Service Observing. The agent’s 
statistics appear on the second line of the observer’s display.
nZip tone
VDN observers do not hear the zip tone that the answering agent hears. 
						

							DEFINITY ECS Release 8
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December 1999
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Universal Call ID
Universal Call ID (UCID) is a unique tag assigned to a call. 
In simple call scenarios, the tag stays with that call within a network that is based on the 
DEFINITY ECS/switch connected by ISDN lines. In complex call scenarios, the tag often 
merges with other tags.
NOTE:
The UCID data element is “universal” because it does not just identify a call on one 
particular DEFINITY switch; a UCID uniquely identifies a call across a network of 
DEFINITY switches. 
What is UCID’s Purpose?
The purpose of UCID is to tag a call with a unique identifier.
UCID provides a way to track calls across multiple DEFINITY switches and Voice 
Response Units (I
NTUITY CONVERSANT for the DEFINITY ECS R6.3 and newer).
Call centers can use UCID to track call history. Because UCID can uniquely identify every 
call in a network of any size, it possible to track call-related data from multiple sources 
(the DEFINITY ECS/switch and I
NTUITY CONVERSANT) and multiple sites. For 
example, you can combine data from many locations and print reports that enable you to 
track a call throughout its lifecycle. For information about such reports, refer to the 
CentreVu
® Call Management System Reports (585-210-929) document. 
NOTE:
Although UCID is intended for call centers, a DEFINITY ECS configured to create 
UCIDs will assign one to every call—not just to Automatic Call Distribution (ACD) 
calls.
What Does UCID Look Like?
The Universal Call ID is an 8-byte data element that displays as a 20-character number. It 
looks something like this:
01035051001071518260
How Does UCID Work?
For every new call that comes into or is originated by the DEFINITY ECS or Conversant 
product, the product creates a UCID. Depending on the call scenario, the UCID will either 
remain unique to that call or merge with other UCIDs.  
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
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What Creates UCIDs?
Both DEFINITY ECS and Conversant can create UCIDs once the capability has been 
enabled. In other words, neither product automatically creates UCIDs until the feature is 
enabled.
When are UCIDs Created?
Once DEFINITY ECS or Conversant is administered to create UCIDs, these products 
assign a UCID to each call. For incoming calls over ISDN trunks, DEFINITY ECS 
determines whether or not the call already has a UCID. If so, the switch preserves the 
existing UCID and does not create a new one. If the call does not have a UCID, the switch 
creates one when call processing begins. For incoming calls over non-ISDN trunks, 
DEFINITY ECS creates a UCID for the call because non-ISDN trunks do not support the 
transmission of UCID.
For outgoing calls, DEFINITY ECS creates a UCID when the caller goes off-hook. 
How are UCIDs Transmitted? 
How DEFINITY ECS transmits UCIDs depends on the sending and receiving equipment. 
See Table 3-44
 for an overview. 
1. Refer to Information Forwarding section.
Table 3-44. UCID Transmission
Sender Receiver Connection UCID contained in
DEFINITY ECS DEFINITY ECS ISDN (BRI or PRI) 
trunks using QSIG 
service protocolcodeset 0 Facility IE as 
manufacturer specific 
information (MSI) IE
1
DEFINITY ECS DEFINITY ECS ISDN (BRI or PRI) 
trunks using Shared UUI 
service protocolcodeset 0 shared user-to-user 
information (UUI) IE1
DEFINITY ECS INTUITY 
CONVERSANTASAI various ASAI messages
I
NTUITY 
CONVERSANTDEFINITY ECS ISDN-PRI  codeset 0 shared UUI IE1
DEFINITY ECSCentreVu CMS BX.25 SETUP5 CMS message
DEFINITY ECS CTI adjunct ASAI various ASAI messages 
						

							DEFINITY ECS Release 8
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How are UCIDs Tracked?
The way a network maintains and tracks a UCID depends on the call path. To illustrate 
UCID transport throughout a call’s life cycle, this section describes several call scenarios: 
nStation-to-station Calls
nIncoming Trunk Calls
nOutgoing Trunk Calls
nSimple Transfer or Conference
nComplex Transfer and Conference
Station-to-Station Calls
This scenario describes what happens when Phone I calls Phone II (both phones are on the 
same switch). 
The DEFINITY ECS creates a new UCID (such as UCID “a”) for any call originated by an 
internal station user.
Incoming Trunk Calls
UCID is assigned to an incoming call.  
						

							DEFINITY ECS Release 8
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December 1999
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The DEFINITY ECS either
nreceives UCID x
 information from an incoming call over an ISDN trunk.
ncreates UCID y
 for incoming calls that do not already have a UCID.
There is one CMS call history record for each incoming call. 
Outgoing Trunk Calls
UCID is associated with the outgoing trunk call from Phone I. 
The DEFINITY ECS creates a UCID (such as UCID x
) for an outgoing trunk call and then 
sends it over an outgoing shared UUI or QSIG ISDN trunk.
The DEFINITY ECS creates a UCID (such as UCID x
) for an outgoing trunk call even if 
the trunk (such as a non-ISDN trunk) does not support the transmission of a UCID. 
Simple Transfer or Conference
This scenario describes a simple transfer or conference call scenario. 
When an incoming trunk or station call is received by the station user at Phone I and 
transferred to or conferenced with another station user or outside party: 
1. The DEFINITY ECS creates a UCID for the incoming call if it needs one. 
						

							DEFINITY ECS Release 8
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December 1999
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2. The DEFINITY ECS creates a new UCID for the temporary conference or transfer 
portion of the call.
3. The DEFINITY ECS merges the temporary portion of the call with the original call 
when the conference or transfer is completed within the DEFINITY ECS. This is 
when the overriding UCID (such as UCID “a”), becomes the UCID for all parties 
within the DEFINITY ECS.
NOTE:
If the outgoing trunk does not support the sending of UCIDs, then the UCID of the 
outgoing call at the receiving switch will be “null”.
If the call is transferred to another switch, only the UCID for the transfer (UCID “b”) gets 
passed on. This is because the DEFINITY ECS cannot merge UCIDs if the call is not 
completed within the switch.
NOTE:
If, during the conference or transfer, the incoming call drops before the operation is 
complete, the two UCIDs will not appear to be associated because no merge of the 
two parts of the call was done.
Complex Conference
The following complex call scenario illustrates when a station user adds an incoming call 
to an existing conference.
In this scenario, 
1. Phones I, II, and III are in the same conference call with UCID “x”.
2. The person at Phone III receives an incoming call from Phone IV (this call has 
UCID “y” associated with it).  
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
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3. The person at Phone III puts the conference call on hold and answers the incoming 
call from Phone IV.
4. The person at Phone III decides to add Phone IV into the conference call.
5. The person at Phone III 
a. presses the Conference button 
b. presses the call appearance button to return to the conference call
c. presses the Conference button again.
This brings the conference call into the call between Phones III and IV.
6.UCID “y” overrides UCID “x” because the DEFINITY ECS views Phone IV as the 
primary party in the conference initiated by step 5.
7. The UCIDs associated with each segment of the complex conference are sent to 
CMS if the parties in the call are measured (for this example, if the parties are 
ACD agents in a measured split/skill).
The DEFINITY ECS/switch Before INTUITY 
Conversant
The following scenarios describe what happens to UCID information when a call comes in 
to the DEFINITY ECS/switch before it goes to I
NTUITY CONVERSANT. In this 
configuration, the I
NTUITY CONVERSANT serves as a Voice-Response Unit (VRU) that 
controls the routing of incoming ACD calls.  
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
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NOTE:
This configuration is more common than a call coming in to INTUITY 
CONVERSANT before reaching the DEFINITY ECS/switch. 
This section describes two scenarios:
nSimple call tracking
nConversant transfers a call
Simple Call Tracking
The following call scenario describes when a call comes in to the DEFINITY ECS/switch 
before I
NTUITY CONVERSANT.
 
When the DEFINITY ECS is before INTUITY CONVERSANT:
1. The DEFINITY ECS receives an incoming call over an ISDN trunk. 
2. The DEFINITY ECS does one of two things:
nIf the incoming call has a UCID (such as UCID “x”), then the DEFINITY 
ECS passes it along.
nIf the incoming call does not have an associated UCID, the DEFINITY ECS 
creates a new one (such as UCID “y”). 
3. The DEFINITY ECS passes the UCID to I
NTUITY CONVERSANT through an 
ASAI connection (via the activation of split/skill or VDN “event notification” by 
the I
NTUITY CONVERSANT).
4. UCID information is sent to CMS if trunk, VDN(s), and/or split/skill(s) involved 
in the call are measured.
INTUITY CONVERSANT Transfers a Call 
The following call scenario involves a Conversant behind the DEFINITY ECS/switch 
configuration when Conversant initiates a call transfer after the call is answered by a port 
on the I
NTUITY CONVERSANT that serves as an ACD agent. 
1. Call is directed to I
NTUITY CONVERSANT VRU port (typically by call vectoring) 
with UCID information (UCID “x” or UCID “y”).  
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
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2. INTUITY CONVERSANT determines the call’s destination and transfers the call 
(via an ASAI “third-party transfer” operation). 
3. The DEFINITY ECS temporarily creates a new UCID (such as UCID “a” or UCID 
“b”) for the transfer portion of the call (the original UCID is quickly merged into 
the call). 
4. The UCIDs of the transfer segment and merged call are returned to I
NTUITY 
CONVERSANT in ASAI acknowledgment messages. 
5. The DEFINITY ECS  sends UCID information to CMS if trunk, VDN(s), and/or 
split/skill(s) involved in the call are measured. 
						

							DEFINITY ECS Release 8
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INTUITY CONVERSANT before the DEFINITY 
ECS/switch
This scenario illustrates a system configuration where a call comes in to INTUITY 
CONVERSANT before reaching the DEFINITY ECS/switch. In this configuration, 
I
NTUITY CONVERSANT provides voice response services and/or call screening so that 
the number of incoming calls to the DEFINITY ECS/switch is reduced.
NOTE:
This configuration is less common than the DEFINITY ECS/switch before INTUITY 
CONVERSANT configuration.
When I
NTUITY CONVERSANT is before the DEFINITY ECS/switch
1. I
NTUITY CONVERSANT receives an incoming call with UCID “x”.
or
I
NTUITY CONVERSANT creates a new UCID “y” and associates it with the 
incoming call (if the call has no UCID already associated with it).
NOTE:
For INTUITY CONVERSANT to recognize an incoming UCID (such as 
UCID “x”) from an ISDN trunk, special I
NTUITY CONVERSANT scripting 
is required. When I
NTUITY CONVERSANT receives a call from the public 
network, it automatically creates a new UCID because it cannot recognize 
whether or not the call already has a UCID. 
2. I
NTUITY CONVERSANT sends UCID to the DEFINITY ECS over an ISDN-PRI 
trunk.
3. The DEFINITY ECS receives UCID and reuses it for the incoming call. 
4. The DEFINITY ECS reports UCID to CMS if the trunks, VDNs, and/or 
splits/skills associated with the call are measured.