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Lucent Technologies DEFINITY Enterprise Communications Server Release 8 Guide To ACD Call Centers
Lucent Technologies DEFINITY Enterprise Communications Server Release 8 Guide To ACD Call Centers
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DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 DEFINITY ECS ACD Call Center Features 3-207 VuStats 3 nEAS-PHD When you have EAS-PHD enabled, VuStats can provide statistical data for all twenty skills. However, agent statistics by skill (agent or agent-extension object types) are available only for the current interval or for the “shift-acd-calls” and “shift-average-acd-talk-time” data types. nIntegrated Directory If an agent activates Integrated Directory, VuStats is automatically cancelled. The Integrated Directory display overwrites the VuStats display and the VuStats button extinguishes. When VuStats is reactivated, the VuStats display overwrites the Integrated Directory display. nQueue-Status Indications The queue-status button display automatically cancels VuStats. When VuStats is reactivated, the VuStats display overwrites the queue-status display. nReason Codes Using certain VuStats data types, you can report real-time and historical AUX work mode time by Reason Code or AUX work mode time summed for each Reason Code. The Reason Codes display prompt suspends VuStats; when the Reason Codes prompt is removed, the VuStats display reappears. nService Observing On terminals with a 1-line display, the Service Observing button display automatically cancels VuStats. When VuStats is reactivated, the VuStats display overwrites the Service Observing display.
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 DEFINITY ECS ACD Call Center Features 3-208 VuStats 3
DEFINITY ECS ACD Call Center Forms 4-1 Introduction 4 DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 4 DEFINITY ECS ACD Call Center Forms Introduction This chapter defines the DEFINITY ECS forms that are used to administer the ACD Call Center features. List Call Center Forms Forms Page Agent LoginID 4-2 Best Service Routing (BSR) Application Plan4-7 BCMS/VuStats Login ID4-10 Call Center System Parameters4-12 Call Vector4-17 Reason Code Names4-21 SIT Treatment for Call Classification4-22 Vector Directory Number4-24 Vector Routing Table4-30 VuStats Display Format4-32
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 DEFINITY ECS ACD Call Center Forms 4-2 Agent LoginID 4 Agent LoginID This form is used to administer Agent LoginIDs for the Expert Agent Selection feature. Administration Commands Use the following administration commands to administer the Agent LoginID form. Form Instructions Make assignments as required for the following fields on the form: nLogin ID — Display-only field. Contains the identifier for the Logical Agent as entered on the command line. nName — Enter up to a 27-character string naming the agent. Any alpha-numeric character is valid. Default is blank. nTN — Enter the Tenant Partition number. Valid entries are 1 -20 . Default is 1 . nCOR — Enter the Class of Restriction for the agent. Valid entries are 0 -95 . Default is 1 . nCoverage Path — Enter the number of the Coverage Path used by calls to the LoginID. Valid entries are a path number between 1 -999 , time of day table t1 -t999 or blank (default). This is used when the agent is logged out, busy, or does not answer. nSecurity Code — Enter the 4-digit security code (password) for the Demand Print messages feature. This field may be blank (default). nDirect Agent Skill — Enter the number of the skill that is used to handle Direct Agent calls. Valid entries are 1 -99 , or blank (default). nCall Handling Preference — Choices are skill-level (default), greatest-need , and percent-allocation . When calls are in queue and an agent becomes available, skill-level delivers the oldest, highest priority call waiting for the agent’s highest level skill. Greatest-need delivers the oldest, highest priority call waiting for any of the agent’s skills. Percent allocation delivers a call from Action Object Qualifier 1 1.Brackets [ ] indicate the qualifier is optional. Single quotes (’ ’) indicate the text inside the quote must be entered exactly as shown or an abbreviated form of the word may be entered. add agent-loginid xxxxx (extension) or next change agent-loginid xxxxx (extension) display agent-loginid xxxxx (extension) [print or schedule] remove agent-loginid xxxxx (extension) list agent-loginid [staffed |unstaffed [name x][aas y/n]]
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 DEFINITY ECS ACD Call Center Forms 4-3 Agent LoginID 4 the skill that will otherwise deviate most from its administered allocation. Percent-allocation is available only with the CentreVu Advocate software. For more information, see the CentreVu® Advocate User Guide (585-210-927). nService Objective —This field is displayed only when the call handling preference is greatest-need or skill-level . You may enter y or n in this field. When Service Objective is enabled, each time the agent becomes available the agent receives a call from the assigned skill that is the furthest over its acceptable service level. If none of the agent’s skills exceed their acceptable service level, Service Objective selects the skill that is closest to exceeding its acceptable service level. Service Objective is a new feature that is part of the CentreVu Advocate software. For more information, see the CentreVu® Advocate User Guide (585-210-927) . nDirect Agent Calls First (not shown) — This field replaces the Service Objective field when percent-allocation is entered in the Call Handling Preference field. Enter y if you want direct agent calls to override the percent-allocation call selection method and be delivered before other ACD calls. Enter n if you want direct agent calls to be treated like other ACD calls. For more information, see the CentreVu ® Advocate User Guide (585-210-927). nAAS — Enter y if this extension will be used as a port for an Auto Available Split/Skill. Default is n . !WARNING: Entering y in the AAS field clears the password and requires execution of the remove agent-loginid command. To set AAS to n, this logical agent must be removed then re-added. !WARNING: This option is intended for DEFINITY ECS/switch adjunct equipment ports only, not human agents. nAUDIX — Enter y if this extension will be used as a port for an AUDIX. Default is n . NOTE: The AAS and AUDIX fields cannot both be y . nLWC Reception — Enter where LWC messages will be stored for this Agent LoginID. For the DEFINITY ECS R5r and newer configurations, valid entries are audix , msa spe (default), and none . For the DEFINITY ECS R5si and newer configurations, valid entries are audix , msa-spe (default), and none . nPort Extension (not shown) — Only displayed if either the AAS or AUDIX field is y . Enter the assigned extension for the AAS or AUDIX port. This extension cannot be a VDN or an Agent LoginID. Default is blank.
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 DEFINITY ECS ACD Call Center Forms 4-4 Agent LoginID 4 nAUDIX Name for Messaging — Only applicable to the DEFINITY ECS R5r and newer configurations. Enter the name of the AUDIX used for LWC Reception and/or the name of the AUDIX that provides coverage for this Agent LoginID or leave blank (default). nMessaging Server Name for Messaging — Only applicable to the DEFINITY ECS R5r and newer configurations. Enter the name of the Messaging Server used for LWC Reception and/or the name of the Messaging Server that provides coverage for this Agent LoginID or leave blank (default). nLoginID for ISDN Display — Enter y if the Agent LoginID CPN and Name field is to be included in ISDN messaging over network facilities. In this case, the physical station extension CPN and Name is sent. Default is n . nPassword — Only displayed if both the AAS and AUDIX fields are n . Enter up to nine digits as the password the Agent must enter upon login. Valid entries are the digits 0 through 9. The minimum number of digits that must be entered in this field is specified in the Minimum Agent-LoginID Password Length field on the Feature-Related System Parameters form. Default is blank. NOTE: Values entered into this field will not be echoed to the screen. nPassword (enter again) — Only displayed if both the AAS and AUDIX fields are n . Reenter the same password exactly as it was entered in the Password field. Default is blank. NOTE: Values entered into this field will not be echoed to the screen. nAuto Answer — Valid entries are all , acd , none , and station . When Expert Agent Selection is optioned, the agent’s auto answer setting will apply to the station where the agent logs in. If the auto answer setting for that station is different, the agent’s setting will override the station’s. The entries all , acd , and none have the same effect as the corresponding entries on the Station form. Enter all to allow all calls (ACD and non-ACD) terminated to the agent to be cut through immediately. Enter acd to allow only ACD split /skill calls and direct agent calls to auto answer. If this field is acd , Non-ACD calls terminated to the agent ring audibly. Enter none (default) to cause all calls terminated to this agent to receive an audible ringing treatment. Enter station if you want auto answer for the agent to be controlled by the auto answer field on the Station form. nSN (Skill Number) — Enter the Skill Hunt Group(s) that this agent handles. The same skill may not be entered twice. If EAS-PHD is not optioned, up to 4 skills can be entered. If EAS-PHD is optioned, up to 20 skills can be entered. nRL (Reserve Level) — Enter the reserve level (if any) assigned to this agent with the Service Level Supervisor feature. You may assign a reserve level of 1 or 2 . When this skill reaches the corresponding EWT threshold set on the Hunt Group form, this agent will automatically be logged into the skill and will take calls until
DEFINITY ECS Release 8
Guide to ACD Call Centers 555-233-503 Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms
4-5 Agent LoginID
4
the skill’s EWT drops below the threshold. Service Level Supervisor is available
as part of the CentreVu Advocate software. For more information, see the
CentreVu® Advocate User Guide (585-210-927).
nSL (Skill Level) — Enter the priority level that each skill has for this particular
agent. If EAS-PHD is not optioned, 2 priority levels are available. If EAS-PHD is
optioned, 16 priority levels are available. In releases prior to R3V5, level 1 was the
primary skill and level 2 was the secondary skill.
nPA (Percent Allocation)
— If the call handling preference is
percent-allocation
, you must enter a percentage for each of the agent’s skills.
Enter a number between 1–100
for each skill. Your entries for all of the agent’s
skills together must total 100. Percent Allocation is available as part of the
CentreVu Advocate software. For more information, see the
CentreVu® Advocate
User Guide (585-210-927)
.
Screen 4-1. Agent LoginID Form
add agent-loginID 9011 Page 1 of 1
AGENT LOGINID
Login ID: 9011_ AAS? _
Name: _________________________ AUDIX? _
TN: 1__ LWC Reception: msa-spe
COR: 1 AUDIX Name for Messaging: _______
Coverage Path: ____ Messaging Server Name for Messaging: _______
Security Code: ____ LoginID for ISDN Display? n
Direct Agent Skill: ___ Password: _________
Call Handling Preference: skill-level Password (enter again): _________
Service Objective? _ Auto Answer: ______
SN RL SL PA SN RL SL PA SN RL SL PA SN RL SL PA
1: __ _ __ ___ 6: __ _ __ ___ 11: __ _ __ ___ 16: __ _ __ ___
2: __ _ __ ___ 7: __ _ __ ___ 12: __ _ __ ___ 17: __ _ __ ___
3: __ _ __ ___ 8: __ _ __ ___ 13: __ _ __ ___ 18: __ _ __ ___
4: __ _ __ ___ 9: __ _ __ ___ 14: __ _ __ ___ 19: __ _ __ ___
5. __ _ __ ___ 10: __ _ __ ___ 15: __ _ __ ___ 20: __ _ __ ___
WARNING: Agent must log in again before skill changes take effect
DEFINITY ECS Release 8
Guide to ACD Call Centers 555-233-503 Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms
4-6 Agent LoginID
4
Screen 4-2. List Agent LoginID Form
The following fields appear only on the List Agent LoginID form. All of these fields are
display-only:
nExtn
— The physical extension at which this agent is currently logged in. This
field is blank if the agent is not logged in.
nDir Agt
— Shows the entry in the Direct Agent Skill field.
nAAS/AUD
— This field is y
if the login ID is assigned as an auto-available
split/skill or an AUDIX port.
nAgt Pref
— Shows the call handling preference assigned to this loginID.
nSO
— Shows the entry in the Service Objective field. If you are not using Service
Objective, this field is blank.
nSkl/Lv
— Shows the agent’s assigned skills and the skill level for each one.
Implementation Notes
The Auto Answer field is only displayed if G3 Version on the System Parameters
Customer-Options form is set to V6
or later.
The AUDIX Name for Messaging and Messaging Server Name for Messaging fields are
only displayed for the DEFINITY ECS R5r and newer configurations.
The Password and Password (enter again) fields are only displayed when both the AAS
and AUDIX fields are n
.
The Port Extension field is only displayed if either the AAS or AUDIX field is y
.
list agent-loginID Page 1 of 1
AGENT LOGINID
Login Dir AAS/ Agt
ID Extn Name Agt AUD COR Prf SO Skl/Lv Skl/Lv Skl/Lv Skl/Lv
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 DEFINITY ECS ACD Call Center Forms 4-7 Best Service Routing (BSR) Application Plan 4 Best Service Routing (BSR) Application Plan Use this form to identify the remote locations used in each BSR application. NOTE: For an explanation of BSR application plans see ‘‘Best Service Routing’’ on page 3-44. For more information about Best Service Routing, refer to the DEFINITY ® Enterprise Communications Server Call Vectoring/EAS Guide (555-230-521). Administration Commands Use the following administration commands to administer the Best Service Routing form. Valid application numbers are 1–255. Form Instructions Make assignments as required for the following fields on the form: nNumber —This display-only field shows the identifying number of the plan you’re working with. Numbered from 1 to 255. nName —Give the application plan a name with up to 15 characters. Action Object Qualifier 1 1.Brackets [ ] indicate the qualifier is optional. Single quotes (’ ’) indicate the text inside the quote must be entered exactly as shown or an abbreviated form of the word may be entered. add best-service-routing xxx (application number) or ‘next’ change best-service-routing xxx (application number) display best-service-routing xxx (application number) remove best-service-routing xxx (application number) list 2 2. The command List best-service-routing displays the List Best Services Routing Applications form. This is a display-only form and is shown below. best-service-routing
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 DEFINITY ECS ACD Call Center Forms 4-8 Best Service Routing (BSR) Application Plan 4 nMaximum Suppression Time — Enter the maximum poll suppression time in seconds from 0 -60 . This value applies when a subsequent Call Vector consider command replaces a location as the best. For example, if the poll suppression time is set to 30 seconds, the remote location polling is suppressed for up to 30 seconds if the adjusted Expected Wait Time (EWT) is very far from being the best. nLock — When set to y , this field provides extra security by not sending the information over the CMS. When set to n , the system sends the information. nLocation Number —One plan may have 1–255 locations. Location numbers are identifiers, and therefore need not be in sequential order. For example, you could assign locations with the identifiers 1, 3, 14 and 89 to one application plan. nLocation Name —Give each location a name with up to 15 characters. nSwitch Node —This is an optional field. If you’re using Universal Call ID, enter the UCID Network Node ID for each DEFINITY ECS/switch. Valid Network Node IDs range from 1–32,767. nStatus Poll VDN —In this field, enter the routing number (including the dial access code) your DEFINITY ECS/switch will use to access the Status Poll VDN at the remote location. Valid entries may be up to 16 characters long and contain the digits 0–9, * or #, p (pause), w/W (wait), m (mark), and s (suppress) characters. nInterflow VDN —In this field, enter the routing number (including the dial access code) your DEFINITY ECS/switch will use to access the Interflow VDN at the remote location. Valid entries may be up to 16 characters long and contain the digits 0–9, * or #, p (pause), w/W (wait), m (mark), and s (suppress) characters. Screen 4-3. Best Service Routing Application Plan Form BEST SERVICE ROUTING APPLICATION PLAN Number: 15 Name: International Maximum Suppression Time: 60 Lock? y Num Location Name Switch Node Status Poll VDN Interflow VDN 1 New Jersey 320 919081234015 919081234115 3 Denver 18 913031234015 913031234115 4 New York 12345 912121234015 2121234115 ___ ______________ _____ _______________ _____________ ___ ______________ _____ _______________ _____________ ___ ______________ _____ _______________ _____________ ___ ______________ _____ _______________ _____________ ___ ______________ _____ _______________ _____________ ___ ______________ _____ _______________ _____________ ___ ______________ _____ _______________ _____________ ___ ______________ _____ _______________ _____________ ___ ______________ _____ _______________ _____________ ___ ______________ _____ _______________ _____________ ___ ______________ _____ _______________ _____________ ___ ______________ _____ _______________ _____________ ___ ______________ _____ _______________ _____________ ___ ______________ _____ _______________ _____________ ___ ______________ _____ _______________ _____________ ___ ______________ _____ _______________ _____________ ___ ______________ _____ _______________ _____________