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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Interactions
nDistributed Communications System (DCS)
If DCS is used in a network of DEFINITY ECS/switches where UCIDs are tracked, 
the DCS feature must be configured with ISDN trunks having the Shared UUI 
service protocol. Otherwise, calls that are handled through one of the many DCS 
features (such as DCS Coverage) will not retain the UCID initially assigned to the 
call.
nRemote AUDIX
For remote AUDIX over DCS, the DCS trunk(s) used to accomplish the remote 
AUDIX operation must be configured (as described previously in “Distributed 
Communications System”) to retain the UCID associated with a call.
nTa n d e m  C a l l s
When a call is tandemed through the DEFINITY ECS, the UCID information may 
be blocked or passed through the tandem switch. To pass a UCID through a 
tandem switch, both the incoming and outgoing trunks at the tandem switch must 
be configured to handle UCIDs. See ‘‘
Information Forwarding’’ on page 3-93 for 
proper private and public network information forwarding administration.
Before You Start
Before you start to administer the UCID feature, be aware that UCIDs are successfully 
transmitted only when all of the DEFINITY ECS/switch network components meet the 
requirements (software and connections) specified below.
Some requirements vary, depending on how you want to use UCID. Table 3-45
 shows the 
requirements for different applications of UCID. 
Table 3-45. Requirements for UCID Applications
What do you want to 
do?Your system must 
meet the following 
software 
requirements…Your system must 
have the following 
connections…
Have DEFINITY create UCIDsDEFINITY R6.3 or newer
Have DEFINITY send UCID to 
another DEFINITYDEFINITY R6.3 or nweer ISDN (BRI/PRI) trunks with 
Shared UUI or QSIG service 
protocol
Have DEFINITY send UCID to 
CONVERSANTDEFINITY R6.3 or newer
CONVERSANT 7.0 or newerASAI link to 
CONVERSANT 
						

							DEFINITY ECS Release 8
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December 1999
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NOTE:
You can check your software version numbers by typing list config software 
at 
the SAT terminal. Because “R6” (Release 6) includes 6.1 through 6.3, you may have 
to check that your network has the separate 6.3 upgrade (this is the earliest version 
of the DEFINITY ECS software to support UCID).
To maximize the benefits of UCID, it is recommended that all switches be configured with 
the DEFINITY ECS R6.3 (or newer) software. However, because upgrading a network is 
often a gradual process, there may be a switch that cannot yet support UCIDs. In this 
environment, disallow the UCID transmission for any trunk group connected to a 
pre-DEFINITY ECS R6.3 switch. For information about enabling or disabling UCID 
transmission on a trunk group, see “How to Administer Universal Call ID” later in this 
chapter.
In the case of a DEFINITY network component that cannot support UCIDs, it is 
recommended that the component (ISDN trunk group, ASAI connection, or CMS 
software) be administered to disallow the sending or receiving of UCID. For example, if a 
DEFINITY ECS is connected to a non-Lucent Technologies PBX, then the connecting 
ISDN trunk must be administered to not send UCID over that trunk for outgoing calls.
Have DEFINITY receive UCID 
from CONVERSANT DEFINITY R6.3 or newer
CONVERSANT 7.0 or newerISDN-PRI connection (with 
shared UUI) between switch 
and CONVERSANT
Have DEFINITY send UCIDs 
to CMSDEFINITY R6.3 or newer
CMS R3V6 or newerBX.25 connection from 
switch to CMS
Have DEFINITY send UCIDs 
to a CTI ApplicationDEFINITY R6.3 or newer
T-Server R3.1.0 or newer
DEFINITY PBX Driver 
(G3PD)- R3.1.0 or newer
CallVisor PC V6 or newerASAI link to adjunct
Table 3-45. Requirements for UCID Applications
What do you want to 
do?Your system must 
meet the following 
software 
requirements…Your system must 
have the following 
connections… 
						

							DEFINITY ECS Release 8
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December 1999
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How to Administer Universal Call ID
These instructions assume you’re using the SAT (Subscriber Access Terminal) screen or a 
terminal emulator to access the DEFINITY software. 
There are three tasks involved in administering UCID on DEFINITY ECS. Complete 
these tasks in the following order:
Task A. Check ASAI Interface before enabling UCID
Task B. Set DEFINITY ECS to create and send UCIDs
Task C. Enable UCID Transmission on Trunk Groups 
Task A: Check ASAI Interface before Enabling 
UCID
If this procedure is not performed, you may encounter the “ASAI Interface feature not 
assigned” error message in later steps. 
To check the ASAI interface:
1. In the command line, enter change system-parameters customer-options
 
and press 
RETURN. 
2. On page 1, enter y
 in the ASAI Interface
 field.
3. Log out and log back in if this and any other fields in this form have changed.
Task B:  Set DEFINITY ECS to Create and Send 
UCIDs
You must administer each DEFINITY ECS/switch that you want to create UCIDs. If you 
do not administer a switch, it will pass along an already-created UCID, but it won’t create 
one if a call comes to it first.
Table 3-46. Form Needed to Check ASAI Interface
Form 
neededField 
needed?Why is this field 
needed?Is field 
optional
?
Optional 
FeaturesASAI Interface Global setting to send 
UCIDs to ASAIY 
						

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For the DEFINITY ECS/switch to create and send UCIDs:
1. If your network includes CMS and you want CMS to track UCIDs, then enter 
busyout mis 
in the command line. If not, go to step 2.
2. In the command line, enter change system-parameters feature
 and press 
RETURN. 
The Feature-Related System Parameters form comes up.
3. Go to page 4 of the form.
4. In the Create Universal Call ID (UCID)?
 field, enter y
.
5. In the UCID Network Node ID
 field, enter the node ID number.
Valid numbers are from 1 to 32,767.
!CAUTION:
The UCID Network Node ID must be unique for every DEFINITY 
ECS/switch and Conversant in the system. If it is not unique, the integrity of 
the UCID is compromised.
6. If your network includes ASAI, go to page 7 of the form. If not, go to step 8.
7. In the Send UCID to ASAI?
 field, enter y
.
8. If you have performed the busyout mis
 command, go to step 9. If not, you are 
done with this task (Task b), so press  
to save your work and go to Task c.
9. Go to page 8 of the form.
10. In the Adjunct CMS Release
 field, enter R3V6
. Table 3-47. Forms Needed for the 
DEFINITY ECS/switch to Create and 
Send UCID
Form 
needed Fields neededWhy is this field 
needed?Is field 
optional
?
Feature-
Related 
System 
ParametersCreate Universal 
Call ID (UCID)?To generate a UCID for 
each call when 
necessary.N
UCID Network Node 
IDImportant component of 
the UCID tag.N
Send UCID to 
ASAI?So that ASAI receives 
UCIDs.Y
Adjunct CMS 
ReleaseSo that CMS receives 
UCIDs.Y
ENTER 
						

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11. Press   
to save your work.
12. In the command line, enter release mis
.
Task C:  Enable UCID Transmission on Trunk 
Groups
When you send UCIDs over ISDN trunks, it is administered on a trunk group basis. Ta b l e  
3-48 provides the form and field information that you need to perform this task.
To enable UCID transmission on a trunk group:
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. On page 1, enter ISDN
 in the Group Type field.
3. In the Supplementary Service Protocol
 field, enter the letter of the 
service protocol you want for this trunk group.
b
 is for QSIG, other protocols are for UUI.
4. Go to page 2 of the form.
5. In the Send UCID?
 field, enter y
.
6. Press   to save your changes.
You also need to administer your trunk groups to send user data over your private and 
public networks. To administer the trunk groups, see ‘‘
Information Forwarding’’ on page 
3-93.
Table 3-48. Enabling UCID transmission on trunk groups
Form 
needed Fields needed Why is this field needed?Is field 
optional
?
Trunk 
GroupGroup Type To specify correct trunk type: 
ISDN is the only type that 
supports UCID.N
Supplementary 
Service ProtocolSpecify correct service type. b is 
for QSIG, others are for UUI.N
Send UCID? Allows or blocks UCID 
transmission.N
ENTER
ENTER 
						

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Considerations
— UCID has been tested with several major carriers. To find out if these capabilities 
work with your carrier, check with your account team for the most current 
information. If testing has not been done to verify operation over the public 
networks involved with the preferred specific configuration, use of private ISDN 
trunking between the nodes should be assumed until successful testing has been 
completed.
Troubleshooting
The following troubleshooting hints should be reviewed when UCIDs are not transmitted, 
even though you received no error messages while administering the UCID feature, and 
all software and connections meet the minimum requirements:
— A tandem switch has the Send UCID?
 option set to y
 for all trunk groups that 
AAR/ARS or station users may use to tandem an incoming call.
— If DCS is used, make sure all ISDN trunks between the DEFINITY ECS/switches 
used for DCS or remote AUDIX are configured in the D-channel mode.
— For CMS tracking purposes, make sure all trunks, VDN, and split/skills that handle 
calls for which UCIDs are tracked are administered as “measured” (either “both” 
or “external”). 
						

							DEFINITY ECS Release 8
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VDN in a Coverage Path 
VDN in a Coverage Path (VICP) enhances Call Coverage and Call Vectoring. If Basic 
Call Vectoring or Call Prompting is enabled on your switch, you can assign a Vector 
Directory Number (VDN) as the last point in a coverage path. Calls that reach this 
coverage point can be processed by a vector or by Call Prompting.
How to Administer VICP
nCall Coverage Path form — Set one of the following to the extension of the VDN 
you want to use as a coverage point: Point 1, Point 2, Point 3, Point 4, Point 5, 
Point 6.
Considerations
Once a call has covered to a VDN, it cannot be further redirected by features such as Call 
Coverage, Call Forwarding, or Night Service.
A VDN is not allowed to be a member of a coverage answer group. A vector cannot route 
a covered call to a coverage answer group — a coverage answer group can only be a point 
in a coverage path.
Removing a VDN from the system with the remove vdn  command 
automatically removes the VDN from any coverage paths.
Table 3-49. Required Forms
Form Field
Coverage PathsnAll
Call VectornAll
Vector Directory NumbernAll 
						

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Interactions
nAAR/ARS Partitioning
The class of restriction assigned to the VDN determines the partition group 
number (PGN). The PGN in turn determines the AAR or ARS routing tables used 
by route-to commands.
nASAI
For direct calls to a VDN, the adjunct routing command operates like the 
command route to digits with coverage=y. For calls that cover to a VDN, however, 
the adjunct routing command operates the same as a route to digits with 
coverage=n command. Since calls redirected once to coverage should not be 
redirected again, the coverage option is disabled for the adjunct routing command 
in this situation.
nAttendant
A call covering to a VDN can be connected to an attendant queue or hunt group by 
a vector. Internal calls that route to an attendant display the class of restriction of 
the originating station if the attendant presses the display COR button. 
An attendant cannot establish a conference with a call covering to a VDN if the 
call is in vector processing. If a call placed to a local destination has covered to a 
VDN and the attendant attempts to add this call to a conference, the conference 
will be denied until the call has completed vector processing.
An attendant-extended call that covers to a VDN will not return. If the attendant 
extends a call to a local destination that covers the call to a VDN, the attendant’s 
return call timer is canceled when vector processing begins and the Return Call 
button will not affect the call.
If a call covers to a VDN and is then routed to an attendant, the attendant can 
transfer the call to another VDN.
nAUDIX
Calls that cover to a VDN can be routed to an AUDIX by the route-to or messaging 
vector commands. Calls that cover to a VDN may be subsequently transferred to 
AUDIX. Calls may also be transferred out of AUDIX to a VDN.
nAutomatic Call Distribution (ACD)
A VDN can be the last point in an agent’s coverage path for direct agent calls.
nCall Coverage
A VDN cannot be a member of a coverage answer group. A vector cannot route a 
covered call to a coverage answer group.
Calls that have covered to a VDN cannot be redirected again by Call Coverage.
Coverage Callback and Leave Word Calling work normally when a vector delivers 
a call to a covering user. 
						

							DEFINITY ECS Release 8
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nCall Forwarding
Calls that have covered to a VDN cannot be redirected by Call Forwarding.
nCall Park
A parked call will not cover to a VDN. When a call is parked at an extension with 
a VDN in its coverage path, the call will continue ringing the extension. If the call 
is parked to a hunt group extension and the call is in queue, the call will remain in 
the queue until it is retrieved, or answered by an agent, or abandoned by the caller. 
A vector event is generated for these calls when the administered coverage criteria 
are met.
Once a call covers to a VDN, Call Park cannot be established until the call is 
delivered to an extension and vector processing ends.
nCall Vectoring
The class of restriction assigned to a VDN determines the partition group number 
(PGN). The PGN in turn determines the AAR or ARS routing tables used by 
rout e-to commands.
When a call covers to a VDN, VDN override has no effect on the display shown on 
an answering display terminal. This station will show the normal display for a 
covered call.
adjunct routing:
 For direct calls to a VDN, the adjunct routing command 
operates like the route to digits with coverage=y command. For calls that cover to 
a VDN, however, the adjunct routing command operates the same as a route to 
digits with coverage=n command. Calls redirected once to coverage should not be 
redirected again, however, so in this situation the coverage option is disabled for 
the adjunct routing command.
converse:
 Covered calls to a VDN work with the converse command. If a call in 
vector processing is connected to an agent in a “converse split,” the agent cannot 
activate Consult, Coverage Callback, or Coverage Leave Word Calling.
messaging:
 The messaging command handles covered calls differently 
depending on whether an extension is specified in the command. If the command 
messaging split xxxx extension none is used, the mailbox of the principal extension 
is used for the call. The number of the principal extension and the reason for 
redirection are passed to the messaging adjunct in the CONNECT message.
When an extension is specified in the messaging command, no information about 
the principal extension is passed to the adjunct. Instead, the number of the 
extension specified in the command is passed to the adjunct in the CONNECT 
message along with the reason for redirection. The mailbox for the specified 
extension is used.
route-to:
 A call covering to a VDN can be routed to any valid destination by the 
call vectoring command route-to. The coverage option for the route-to digits 
command is disabled for covered calls. In other words, the route-to digits with 
coverage=y functions like the route-to digits with coverage=n command when 
processing covered calls. When the route-to command terminates a covered call  
						

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locally, information identifying the principal and the reason for redirection are 
retained with the call. This information can be displayed on display phones or 
passed to an AUDIX or Message Center system.
nClass of Restriction (COR)
The COR assigned to the covering VDN governs the vector routing of the call.
nConference
Calls in an established conference will not cover to a VDN.
Once a call covers to a VDN, a conference cannot be established until the call is 
delivered to an extension and vector processing ends.
nConsult
The Consult feature normally uses a Temporary Bridged Appearance on the 
principal’s set. Call coverage to a VDN removes the Temporary Bridged 
Appearance from the principal’s set, but the Consult feature still works.
nHunt Groups
A VDN can be the last point in a hunt group’s coverage path. If the coverage 
vector for a split or hunt group routes calls to another via a route-to or messaging 
command, calls will queue at the second resource with the queue priority assigned 
for the first split or hunt group. If a queue-to, check, or converse command is used, 
calls will queue at the second split or hunt group with the priority specified in the 
command.
If an inflow threshold has been assigned to a hunt group, the group will not allow 
new calls to queue when the oldest call in queue has exceeded the threshold. 
Therefore, covered calls are not connected to a hunt group when the group’s inflow 
threshold has been exceeded. Note that this interaction can also occur when a 
messaging split or rout e-to command routes a covered call to a split that isn’t 
vector-controlled.
nLook-Ahead Interflow
For calls that have covered to a VDN, LAI works like a route-to digits/number 
with cov=n vector command. Any Dialed Number Identification Service (DNIS) 
digits sent with the interflowed call will indicate the VDN to which the call 
covered, not any VDN the call encountered before it went to coverage.
nNight Service
Calls that have covered to a VDN cannot be redirected by Night Service.
nPersonal CO lines (PCOL)
A VDN may be assigned as the last point in a PCOL coverage path.
nRedirection on No Answer (RONA)
RONA applies to calls that cover to a VDN. If the vector associated with the VDN 
queues the call to a resource (for example, a split or agent) that uses RONA, the 
call can be requeued for the same resource. The call cannot be redirected, however, 
since it has already covered to the VDN.