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
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Interactions
Converse splits interact like other vector-controlled splits unless noted here.
nAdjunct Switch Applications Interface (ASAI)
When a converse-on vector step places a call to an ASAI-monitored domain, ASAI 
event messages are sent over the ASAI link. When a converse-on step places an 
ASAI-monitored call, the ALERT message sent to the ASAI adjunct includes a 
cause IE, Coding Standard 3 value 23 (CS3/23), which informs the adjunct that the 
call has not been dequeued from any nonconverse splits.
If a converse-on step is run while an adjunct routing request is outstanding, the 
request is canceled. 
ASAI cannot transfer or conference calls, but can direct the system to do this.
nAgents
Although not recommended, you can use a converse-on step to deliver a call to a 
group of human agents. To agents, the call looks like an ACD call, except they 
cannot use certain features, such as Transfer, Conference, and Supervisor Assist.
The agent can return data to vector processing by pushing the transfer button (or 
flash hook on analog) and dialing the converse-on data return code and required 
digits.
nAnswer supervision
Answer supervision is returned only once during a call. If a call is answered 
because of a converse-on step, answer supervision is sent if it hasn’t previously 
been sent. If digits are passed to the VRU, answer supervision is sent after digits 
are sent.
nINTUITY AUDIX 
If a converse-on step calls AUDIX, the call is handled as a direct call to AUDIX. 
The caller hears the AUDIX welcome message and can retrieve messages as usual.
If a call is forwarded to a VDN and then delivered to an AUDIX hunt group by a 
converse-on step, the call to AUDIX is treated as a redirected call, and the caller 
may leave a message.
nAuto-Available Split (AAS)
A converse-on vector step can place a call to an AAS. Use auto-available converse 
splits for VRI except when ASAI controls the converse split.
nAutomatic answering 
When you administer Conversant ports as agents of a converse split, do not 
administer agents as automatic answer. The system-provided zip tone may 
interfere with the interaction between Conversant and the calling party. 
						

							DEFINITY ECS Release 8
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December 1999
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nBCMS/CMS
BCMS tracks calls that a converse-on step places to a BCMS-measured hunt 
group. CMS tracks calls that a converse-on step places to a CMS-measured hunt 
group, split, or skill. 
The VDN tracks such calls as waiting in the vector. A call is considered answered 
when answered by a nonconverse split agent, not when answered by a converse 
split agent. The converse split tracks this as a separate “answered” call when the 
VRU answers. Though trunk and split totals may no longer match, VDN and trunk 
totals match.
nCall Detail Recording 
The duration of a call to a VDN is recorded from when answer supervision is 
returned after a successful converse-on step. Unsuccessful converse-on steps do 
not generate ineffective call-attempt records. Converse-on steps cannot place calls; 
these steps simply direct a call to a hunt group.
nCall Park
Calls that a converse-on step placed cannot be parked.
nCall Pickup
Do not use Call Pickup with converse-on steps.
nClass of Restriction
The system does not check CORs when a converse-on vector step routes a call to a 
split.
nConference
You cannot conference a call routed by a converse-on step.
nDirect Department Calling
You can administer a converse split as a DDC split.
nDistributed Communications System
If an incoming DCS call is placed to a vector with a converse-on split x pri m 
passing ani... step, the caller’s DCS extension is sent to the VRU.
nExpert Agent Selection
Converse-on steps can place calls to a skill hunt group.
nHold
An agent answering a converse call can put the call on hold, but the caller does not 
hear music on hold. If a call is queued to a backup split before it was sent to the 
VRU and a nonconverse split agent answers the call on hold, the agent who placed 
the call on hold is dropped, and the caller connects to the answering agent.
nHold — Automatic
Automatic hold applies to converse-on calls. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
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nHunt Groups
A converse-on step can deliver a call to a vector-controlled or AUDIX hunt group, 
ACD split, agent skill, or message center.
nISDN
You can administer a converse-on step to send a caller’s calling party/ billing 
number (CPN/BN) to Conversant using the caller keyword.
nIntraswitch CDR
If a converse-on call is answered and either the caller or the VDN associated with 
the call is administered for intraswitch recording, timing for the call is started and 
the CDR record shows “calling party to VDN” as the originating and answering 
parties.
nLine-side T1 connectivity
T1 connectivity between the DEFINITY ECS/switch and Conversant is supported 
for VRI. The DS1 board must be a TN767E (or later) or TN464F (or later). 
Administer all converse agents as DS1FD-type stations. Operation of the converse 
step using Line-side T1 is identical to that over a tip/ring line. In particular, 
delay-timing and outpulsing speed is the same as for analog lines. T1 connectivity 
to Conversant is supported only in the United States and Canada.
nLook-Ahead Interflow
If an incoming call or a call routed by a converse-on vector step is answered by a 
VRU, or is queued to the converse split 
while a Look-Ahead Interflow call attempt 
is outstanding, the attempt is accepted.
nMessage Center
Converse-on steps can deliver calls to message hunt groups. Such calls are handled 
as direct calls to the message hunt group.
If a call is forwarded to a VDN and a converse-on step delivers it to a message 
split, it is handled as a redirected call.
A converse-on step can queue a call to three different skills and then to a converse 
skill group or split.
nMusic-on-Hold
During the data return phase of a converse-on step, the caller is placed on hold, but 
does not hear music.
nNonvector-controlled splits
A converse-on step cannot route a call to a nonvector-controlled split. 
						

							DEFINITY ECS Release 8
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December 1999
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nQueuing
Converse-on calls queue when they are delivered to busy hunt groups. Call 
Vectoring audible feedback is not disconnected while a converse-on call is queued.
If a converse-on step is run while a call is queued to a non-converse split, the call 
remains in queue, even after being answered by the VRU.
Converse-on steps can queue calls at one of four priority levels: low, medium, high 
or top. You administer the queue priority of a call on the converse-on step.
nR2-MFC Signaling
R2-MFC signaling trunks can send ANI to VRUs via the ani data item on the 
converse-on step.
nRecorded announcement
Use VRI to increase the system’s recorded announcement capacity by offloading 
some recorded announcements to a VRU, such as Conversant. Using the 
converse-on step, redirect callers to a group of VRU ports by passing the number 
of the announcement to be played. Conversant can play any announcement on any 
port.
Although only one caller can be connected to each port, up to 48 callers can be 
connected simultaneously to Conversant. The maximum number of callers that can 
be connected to a VRU simultaneously varies with each VRU.
nRedirection on No Answer (RONA)
If a converse-on step calls a hunt group with “no answer timeout” administered, 
and the call rings an agent/port for longer than the timeout interval, the call 
redirects and the agent/port is put into AUX work mode (or logged out if the agent 
is an AAS member).
With RONA, the call is requeued to the split. The call cannot requeue to the split if 
it is an AAS with all agents logged out or if the queue is full. If the call cannot be 
requeued, the converse-on step fails, a vector event is logged, and processing 
restarts at the next vector step.
nService Observing
Calls delivered by a converse-on step can be observed. To prevent the observer 
from hearing tones associated with data being sent to the VRU, the observer is not 
connected to the call until after data is passed. If the VRU returns data, the 
observer is put in service-observing-pending mode and the caller is put on hold 
while the data is sent. When the converse-on session ends and the VRU drops the 
line, the observer remains in service-observing-pending mode and waits for the 
next call.
In addition, the observer observing a VDN does not hear data being sent. After 
data is sent, the observer rejoins the call.
Do not administer a service observing warning tone because the warning tone may 
interfere with the interaction between Conversant and the caller. 
						

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nSystem measurements
System measurements track converse-on calls to hunt groups.
nTouch-tone dialing
A caller can use touch-tone dialing while digits are passed in a converse-on 
session. The data is not corrupted. The system does not collect the dialed numbers 
as dial-ahead digits.
After the system sends digits to Conversant, a caller can enter touch-tone digits at 
a Conversant prompt. After Conversant has returned data to the system and an 
additional collect  digits vector step is run, a caller can enter a touch-tone 
response to a system prompt.
nTransfer
A call delivered by a converse-on step cannot be transferred. 
If an attempt to transfer a converse-on call is made, a vector event is logged, the 
line to Conversant is dropped, and processing restarts at the next vector step.
If a human agent tries to transfer a call, the transfer fails and the agent reconnects 
to the call.
nTransfer out of AUDIX
If a converse-on step delivers a call to an AUDIX hunt group and the caller tries to 
transfer out of AUDIX, the transfer fails and processing continues at the next 
vector step.
nUniform Call Distribution (UCD)
You can administer a converse split as a UCD split.
nVDN display override
If a call that accesses multiple VDNs encounters a converse-on step that passes 
vdn, normal display override rules determine which VDN number is sent to the 
VRU.
nVector-controlled splits
Converse-on steps can deliver calls only to skills or vector-controlled splits. 
						

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VuStats
VuStats presents Basic Call Management System (BCMS) statistics on phone displays. 
Agents, supervisors, call center managers, and other users can press a button and view 
statistics for agents, splits or skills, VDNs, and trunk groups.
These statistics reflect information collected during the current BCMS interval, 
information collected since the agent logged in or since the day began, or historical data 
accumulated over an administered number of intervals. The information is limited to 40 
characters displayed at a time. VuStats can display on demand or update periodically.
With VuStats, any digital-display voice-terminal user can view BCMS statistics otherwise 
available only on BCMS reports or management terminals. These statistics can help 
agents monitor their own performance or can be used to manage splits or small call 
centers.
NOTE:
Although VuStats can run with either BCMS or CMS enabled, neither is required.
Figure 3-4
 illustrates a Callmaster terminal with a VuStats display.
Figure 3-4.Callmaster Terminal with VuStats Display
1
4
72
5
8
03
6
9
#
ABC DEF
GHI JKL MNO
PRS
TUV WXY
Oper
VUS STAFF = 4 AV = 0 AUX = 2 WAIT = 4 ASL = 87
callmstr CJL 061896 
						

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How to Administer VuStats
Display the System-Parameter Customer-Options form and ensure that ACD, 
BCMS/VuStats Login IDs, BCMS/VuStats Service Level, and VuStats or VuStats (G3V4 
Enhanced) are set to yes.
Table 3-52. System-Parameter Customer-Options form
Form Field
System Parameter 
Customer-OptionsnACD
nBCMS/VuStats Login ID
nBCMS/VuStats Service Level
nVuStats or VuStats (G3V4 Enhanced)
Table 3-53. Required Forms
Form Field
Feature-Related System 
ParametersnACD Login Identification Length 
nBCMS/VuStats Measurement Interval
nBCMS/VuStats Abandoned Call Timer
nValidate BCMS/VuStats Login IDs 
nClear VuStats Shift Data
Trunk GroupnMeasured
Attendant ConsolenFeature Buttons
BCMS/VuStats Login IDnLogin ID, Name
Hunt GroupnACD
nAcceptable Service Level
nMeasured
nObjective
StationnFeature Buttons
Vector Directory NumbernAcceptable Service Level 
nMeasured
VuStatsnAll 
						

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nFeature-Related System-Parameters form
—ACD Login Identification Length — 
If you are not using EAS, enter a 
number (1–9) that identifies the length of Agent Login IDs used by 
BCMS/VuStats. If you are not using BCMS/VuStats Login IDs, accept the 
default 0. This field defines the ACD login ID length and the BCMS login 
ID length, so you must coordinate with the BCMS administrator before 
changing this field.
—BCMS/VuStats Measurement Interval — 
This interval determines 
how frequently BCMS polls and records data for BCMS reports and 
VuStats displays. Set this field to half-hour
 or hour
. 
If you specify hour
, an entire day of traffic information is available for 
BCMS history reports. Otherwise, only half a day is available.There is a 
maximum of 25 measurement intervals, including the current interval.
—BCMS/VuStats Abandon Call Timer — 
Set this field to 1–10, or leave 
blank. This value is the number of seconds a call can last and still be 
recorded as an abandoned call. For example, if you set this field to 5, a call 
could last up to 5 seconds and be recorded as abandoned. Thus, very short 
calls are not included as ACD calls in BCMS and VuStats statistics. 
Abandoned time is measured from the time the call is answered until the 
agent hangs up. Any time an agent is on a call that is within the abandon 
call timer value is recorded as total AUX time with the default reason code. 
Use this timer if your central office does not provide disconnect 
supervision.
—Validate BCMS/VuStats Login IDs — 
Set to n
 to allow entry of any 
ACD login of the proper length. Set to y
 to allow entry only of login-IDs 
that have been entered on the BCMS/VuStats Login-ID form.
—Clear VuStats Shift Data.
 Set to on-login
 or at-midnight
 to specify 
when shift data for an agent is cleared.
nAgent Login ID form — Administer Agent Login IDs for EAS. With EAS, 
VuStats accesses agent and agent-extension object type information based on agent 
login ID. Agents logging in agent IDs (administered on this form or 
BCMS/VuStats Login ID form) can view their own statistics on any VuStats phone 
they are using. If agent IDs are not administered, VuStats displays only statistics 
collected for the agent’s extension.
nTrunk Group form — For each trunk group that will have VuStat display statistics, 
set Measured to internal
 or both
. Specify internal
 to record statistics for 
BCMS/VuStats. Specify both
 to record statistics for BCMS/VuStats and CMS.  
						

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nAttendant Console form — Administer a VuStats feature button (vu-display)
 to 
allow an attendant to display VuStats statistics. There is no limit to the number of 
VuStats buttons that can be administered.
—Fmt 
— When you assign VuStats feature buttons, an Fmt field appears. 
You can associate a VuStats feature button with a particular display format. 
The Fmt value identifies the VuStats format used to display the 
information. Specify 1 — 50 in the Fmt (1 is the default format). See 
Format Number” in this section for additional information.
—ID number
 — Optionally administer an ID number for each vu-display 
button. Use the ID number to define the agent, split, trunk group, or VDN 
that the VuStats display will describe. The ID can be an agent login ID or 
extension number, a split or trunk group number, or a VDN extension. For 
example, a vu-display button administered with split ID 6 is used to view 
statistics for split number 6. 
Do not administer IDs for VuStats displays with the agent object type. 
Agent object type displays are limited to statistics for the logged-in agent. 
IDs allow supervisors and agents to bypass entering an agent extension, 
split, or VDN number when viewing statistics. IDs can also be used to limit 
access to certain statistics to designated phones.
nBCMS/VuStats Login ID form — Administer Agent Login IDs if you do not have 
EAS. BCMS/VuStats Login IDs can be used to track statistics by specific agent 
rather than extension number. Specify any character, except a space, to be used as a 
placeholder for data in Format Description text. $ is the default. Each character 
holds a place for one character of data. See “Data Field Character” in this section 
for more information.
nHunt Group form
—ACD
 — Set this field to y
.
—Acceptable Service Level
 — Specify the number of seconds within 
which calls to this hunt group are answered. Calls answered within this 
time are considered acceptable. BCMS and VuStats use this value to 
determine the percentage of calls that meet the acceptable service level.
—Measured
 — Set this field to internal
 or both
. Specify internal
 to 
record statistics for BCMS/VuStats. Specify both
 to record statistics for 
BCMS/VuStats and CMS.
—Objective
 — Specify an objective, or goal, for the split. Examples include 
an agent objective of a number of ACD calls to be handled, an average talk 
time, or a percent of calls to be answered within the acceptable service 
level. 
nStation form — Administer a VuStats feature button (vu-display) to allow agents 
to display VuStats statistics. See “Attendant Console form” above for more 
information. 
						

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nVector Directory Number form
For each VDN that has statistics displayed by VuStats, administer the following 
fields:
—Acceptable Service Level
 — Specify the number of seconds within 
which calls to this VDN are answered. Calls answered within this time are 
considered acceptable. BCMS and VuStats use this value to determine the 
percentage of calls that meet the acceptable service level.
—Measured — 
Set this field to internal
 or both
. Specify internal
 to 
record statistics for BCMS/VuStats. Specify both
 to record statistics for 
BCMS/VuStats and CMS.
nVuStats Display Format form
—Format Numbe
r — The system generates a format number automatically 
when it creates a VuStats display. You cannot change this number. You can 
create 50 different display formats. Format Number 1 is a predefined 
sample format that you can modify. See “Attendant Console form” in this 
section for more information. 
—Next Format Number
 — Specify the number of the display to be shown 
after the current display when a user presses the “next” button. To link 
displays, administer a next button Attendant Console or Station form. In 
general, you only link displays with the same object type.
—Number of Intervals
 — Specify the number of BCMS intervals used to 
collect data when you have specified interval
 as the period for a historical 
Data Type. For example, if the BCMS interval is 1 hour and you specify 8 
in this field, historical data with a period of interval is based on the 
previous 8 hours. See “Period” in this section for more information.
nObject Type
 — Set this field to one of five object types: agent
, 
agent-extension
, split
, trunk-group
, and VDN
. Each object type displays 
specific types of data.
—Agent
 — Provides agents with their own statistics, or statistics about the 
splits/skills they log into.
—Agent-extension
 — Provides supervisors with statistics about agents or 
the splits/skills the agents log into. VuStats can automatically display 
statistics for a specific agent (if you administer agent login ID or 
BCMS/Vustats Login ID). Or, supervisors can enter the ID of any agent 
they want to review.
—Split
 — Displays statistics about a specific split/skill. You must administer 
the split as Measured (internal or both) on the Hunt Group form. 
—Trunk-group
 — Displays statistics about a specific trunk group. You 
must administer the trunk group as Measured (internal or both) on the 
Trunk Group form.
—VDN
 — Displays statistics about a specific VDN. You must administer the 
VDN as Measured (internal or both) on the Vector Directory Number form.