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 Forms 
4-9 Best Service Routing (BSR) Application Plan 
4
Screen 4-4. List Best Service Routing Applications Form
list best-service-routing
BEST SERVICE ROUTING APPLICATIONS
Number Name
xxx International
xxx Tech Support
xxx Sales 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-10 BCMS/VuStats Login ID 
4
BCMS/VuStats Login ID
If you want to monitor call activity by agent login IDs, and if the BCMS/VuStats Login ID 
field on the System-Parameters Customer-Options form is set to y
 but the EAS feature is 
not optioned, the administrator uses this form to administer valid logins.
You do not have to enter names. If you do not use names with the login IDs, the data you 
receive from BCMS and/or VuStats defaults to ID xxxxxxxxx
 where xxxxxxxxx
 is the 
login ID.
NOTE:
Only agents using one of the administered login IDs can successfully log in to a 
split measured by BCMS.
Administration Commands
Use the following administration commands to administer the BCMS/VuStats Login ID 
form.
Form Instructions
Make assignments as required for the following fields on the form:
nLogin ID
 
— A number up to nine digits that an agent must enter to be measured 
in a split by BCMS. The login IDS are restricted to up to five digits if you are 
using EAS. The system validates each login ID. If you enter a duplicate login ID, 
the system displays an error message and places the cursor at the duplicate field. 
Also, the login ID must be the same length as the number in the ACD Login 
Identification Length
 field on the Feature-Related System-Parameters form. If 
the login ID you enter does not match the length specified in the ACD Login 
Identification Length
 field, the system displays an error message and places the 
cursor at the field that is incorrect.
NOTE:
The administered login length may change to another value, but doing so 
changes the allowed length for all IDs entered on this form. Before agents 
with logins that do not match the administered login length can log on, you  Action Object Qualifier
1
1. Brackets [ ] indicate the qualifier is optional.
add bcms/vustats login IDs
change bcms/vustats login IDs [login ID]
display bcms/vustats login IDs [login ID]
list bcms/vustats login IDs [login ID] count X 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-11 BCMS/VuStats Login ID 
4
must readminister either the ACD login identification length to fit the 
existing logins or change the logins to match the ACD login identification 
length.
nName
 
— A name associated with the login ID (optional).
Screen 4-5. BCMS/VuStats Login IDs Form
Implementation Notes
The form appears only two pages (64 IDs) at a time. If you are adding login IDs, you can 
fill two pages and then reissue the command to fill an additional two pages, and so on. If 
you are changing or displaying login IDs, the system displays two pages of login IDs 
beginning with the ID you specified; if you did not specify a login ID when you issued the 
command, the display begins with the first login ID. The list
 command lists all login IDs 
and may run to 63 pages.
change bcms/vu-stats login IDs
                                                              Page 1 of x
                           BCMS/VU-STATS LOGIN IDS 
       Assigned Numbers: 300 of 400
          Login Id   Name                  Login Id   Name
       1: _________ _______________    17: _________ _______________
       2: _________ _______________    18: _________ _______________
       3: _________ _______________    19: _________ _______________
       4: _________ _______________    20: _________ _______________
       5: _________ _______________    21: _________ _______________
       6: _________ _______________    22: _________ _______________
       7: _________ _______________    23: _________ _______________
       8: _________ _______________    24: _________ _______________
       9: _________ _______________    25: _________ _______________
      10: _________ _______________    26: _________ _______________
      11: _________ _______________    27: _________ _______________
      12: _________ _______________    28: _________ _______________
      13: _________ _______________    29: _________ _______________
      14: _________ _______________    30: _________ _______________
      15: _________ _______________    31: _________ _______________
      16: _________ _______________    32: _________ _______________ 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-12 Call Center System Parameters 
4
Call Center System Parameters
Call Center System Parameters are listed on pages 7 and 8 of the Feature-Related System 
Parameters form. They are duplicated here for your convenience.
Page 7 of the form
Screen 4-6. Feature-Related System Parameters form (page 7 of 8)
EAS parameters:
nExpert Agent Selection (EAS) Enabled
 
— Only displays if Expert 
Agent Selection (EAS)
 on the System-Parameters Customer-Options form 
is y
. Enter y
 to enable Expert Agent Selection. To enable this field, either no ACD 
or vectoring hunt groups may exist or, existing ACD or vectoring hunt groups 
must be skilled. Default is n
.
nMinimum Agent-LoginID Password Length
 
— Only displays if Expert 
Agent Selection (EAS)
 on the System-Parameters Customer-Options form 
is y
. Enter the minimum number of digits that must be administered as an EAS 
Agent’s LoginID password. Valid entries are 0
 through 9
 or blank. Entering a 0
 or 
blank indicates no password is required. Default is blank.
nDirect Agent Announcement Extension
 
— Only displays if Expert 
Agent Selection (EAS
) or ASAI
 on the System-Parameters 
Customer-Options form is y
. Enter a valid announcement extension (consistent 
with the dial plan).
nDirect Agent Announcement Delay
 
— Only displays if Expert Agent 
Selection (EAS)
 or ASAI
 on the System-Parameters Customer-Options form 
is y
. Enter the number of seconds (0
 to 99
) the caller will hear ringback before the 
Direct Agent Announcement is heard by the calling party.
                                                                   Page 7 of 8
CALL CENTER SYSTEM PARAMETERS
EAS
Expert Agent Selection (EAS) Enabled? n
Minimum Agent-LoginID Password Length: 
Direct Agent Announcement Extension: _____ Delay: ___
Message Waiting Lamp Indicates Status For: station
VECTORING
Converse First Data Delay: 0 Second Data Delay: 2
Converse Signaling Tone (msec): 100 Pause (msec): 70_
Prompting Timeout (secs): 10
Interflow-qpos EWT Threshold: 2
SERVICE OBSERVING
Service Observing Warning Tone? n
ASAI
Call Classification After Answer Supervision? n Send UCID to ASAI? n 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-13 Call Center System Parameters 
4
nMessage Waiting Lamp Indicates Status For — Only displays if Expert 
Agent Selection (EAS)
 on the System-Parameters Customer-Options form 
is y
. If Expert Agent Selection (EAS) Enabled
 is y
, you can enter 
either station
 or loginID
, otherwise you can only enter station
.
Vectoring parameters:
nConverse First Data Delay/Second Data Delay 
— Only displays if 
Vectoring (Basic)
 on the System-Parameters Customer-Options form is y
. 
The First Data Delay
 prevents data from being outpulsed (as a result of a 
converse vector step) from the system to a voice response unit (VRU) before the 
unit is ready. The delay commences when the VRU port answers the call. Enter the 
number of seconds (0
 to 9
) for the delay. Default is 0
. The Second Data 
Delay
 is used when two groups of digits are being outpulsed (as a result of a 
converse vector step) from the system to the VRU. The Second Data Delay
 
prevents the second set from being outpulsed before the VRU is ready. The delay 
commences when the first group of digits has been outpulsed. Enter the number of 
seconds (0
 to 9
) for the delay. Default is 2
.
nConverse Signaling Tone/Pause 
— Only displays if Vectoring 
(Basic)
 and DTMF
 on the System-Parameters Customer-Options form are y
. In 
the Signaling Tone
 field, enter the length in milliseconds of the digit tone for 
digits being passed to a voice response unit (VRU). In the Pause
 field, enter the 
length in milliseconds of the delay between digits being passed. The optimum 
timers for the VRU are a 100 msec tone and 70 msec pause.
Values entered in the Tone/Pause
 fields are rounded up or down depending 
upon the type of circuit pack used to outpulse the digits.
nTN742B or later suffix analog board 
— 
Tone and pause round up or 
down to the nearest 25 msecs. For example a 130 msec tone rounds down 
to 125 msecs, a 70 msec pause rounds up to 75 msec for a total of 200 
msecs per tone.
nTN464F, TN767E or later suffix DS1 boards
 — Tone and pause 
round up to the nearest 20 msecs. For example a 130 msec tone rounds up 
to 140 msecs, a 70 msec pause rounds up to 80 msecs for a total of 220 
msecs per tone.
If a circuit pack has been used for end-to-end signalling to the VRU, and has then 
been used to send digits to a different destination, the VRU timers may stay in 
effect. To reset your timers to the system default, pull and reseat the circuit pack.
nPrompting Timeout (secs) 
— Only displays if Vectoring 
(Prompting)
 on the System-Parameters Customer-Options form is y
. Enter the 
number of seconds, from 4
 to 10 
(default), 
before the Collect Digits command 
times out for callers using rotary dialing.
nInterflow-qpos EWT Threshold
 — Part of enhanced Look-Ahead Interflow. 
Any calls predicted to be answered before this threshold will not be interflowed 
(therefore saving CPU resources). Enter the number of seconds for this threshold. 
The default is 2 seconds. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-14 Call Center System Parameters 
4
Service Observing parameters:
nService Observing Warning Tone
 
— Service Observing (Basic)
 
on the System-Parameters Customer-Options form must be y
 before this field may 
be administered. Enter y
 to assign a warning tone to be given to voice terminal 
users and calling parties whenever their calls are being monitored using the 
Service Observing feature. Default is n
.
NOTE:
The use of Service Observing features may be subject to federal, state, or 
local laws, rules or regulations or require the consent of one or both of the 
parties to the conversation. Customers should familiarize themselves and 
comply with all applicable laws, rules, and regulations before using these 
features.
ASAI parameters
nCall Classification After Answer Supervision? 
— For use with ASAI 
Outbound Call Management (OCM). Enter y
 to force the DEFINITY ECS/switch 
to rely on the network to provide answer/busy/drop classification to the DEFINITY 
ECS/switch. After the call has been answered, a call classifier can be added to 
perform answering machine, modem and voice answering detection. Enter n
 for 
standard operation.
nSend UCID to ASAI?
 
— Enter y
 to enables transmission of Universal Call ID 
(UCID) information to ASAI. Enter n
 (default) to prevent transmission of UCID 
information to ASAI.
Page 8 of the form
Screen 4-7. Feature-Related System Parameters form (page 8 of 8)  
                                                                   Page 8 of 8
CALL CENTER SYSTEM PARAMETERS
AGENT AND CALL SELECTION
  MIA Across Splits or Skills? n
  ACW Agents Considered Idle? y
Call Selection Measurement: current-wait-time
Service Level Supervisor Call Selection Override? y
REASON CODES
Aux Work Reason Code Type: none
Logout Reason Code Type: none
CALL MANAGEMENT SYSTEM
Adjunct CMS Release: 
ACD Login Identification Length: 0
BCMS/VuStats Measurement Interval: hour
BCMS /VuStats Abandon Call Timer (seconds):
Validate BCMS/VuStats Login IDs? n
Clear VuStats Shift Data: on-login 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-15 Call Center System Parameters 
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Agent and Call Selection Parameters:
nMIA Across Splits or Skills? 
— Enter y
 to remove an agent from the MIA 
queue for all the splits/skills/hunt groups that he or she is available in when the 
agent answers a call from any of his or her splits/skills/hunt groups. The default is 
n
.
nACW Agents Considered Idle?
 — Enter y
 (default) to have agents who are in 
After Call Work included in the Most-Idle Agent queue. Enter n
 to exclude ACW 
agents from the queue.
nCall Selection Measurement
 — Valid entries are current-wait-time
 
(default) and predicted-wait-time
. This field determines how the DEFINITY 
ECS selects a call for an agent when the agent becomes available and there are 
calls in queue. Current Wait Time selects the oldest call waiting for any of the 
agent’s skills. Predicted Wait Time is a feature of the CentreVu Advocate software. 
For more information, see the
 CentreVu® Advocate User Guide (585-210-927).
nService Level Supervisor Call Selection Override
? — Enter y
 (default) to 
enable an agent to receive a lower priority call from a skill in an over threshold 
state before receiving an higher priority call from a skill not in an over threshold 
state.
Reason Codes Parameters:
nAux Work Reason Code Type 
— Enter none
 if you do not want an agent to 
enter a Reason Code when entering AUX work. Enter requested
 if you want an 
agent to enter a Reason Code when entering AUX mode but do not want to force 
the agent to do so. Enter forced
 to force an agent to enter a Reason Code when 
entering AUX mode. To enter requested
 or forced
, the Reason Codes
 and 
EAS
 on the System-Parameters Customer-Option form must be y
.
nLogout Reason Code Type 
— Enter none
 if you do not want an agent to enter 
a Reason Code when logging out. Enter requested
 if you want an agent to enter a 
Reason Code when logging out but do not want to force the agent to do so. Enter 
forced
 to force an agent to enter a Reason Code when logging out. Enter forced
 
to force an agent to enter a Reason Code when entering AUX mode. To enter 
requested
 or forced
, the Reason Codes
 and EAS
 on the System-Parameters 
Customer-Option form must bey
.
Call Management System Parameters:
nAdjunct CMS Release
 
— Specifies the release of the CMS adjunct used with 
the system. For CMS, this field cannot be blank. Default is blank. 
nACD Login Identification Length
 
— Enter the number of digits (0
 through 9
) 
for an ACD Agent Login ID if Expert Agent Selection (EAS)
 on the 
System-Parameters Customer-Options form is n
. Default is 0
. If BCMS/VuStats 
Login IDs
 is y
, the ACD Login ID length must be greater than 0. This field 
identifies an ACD agent to CMS. The number you enter in this field must equal the 
number of characters in the agent’s login ID. For CMS, this field cannot be 0.
nBCMS/VuStats Measurement Interval
 
— You can enter half-hour
 or hour
 
(default) for polling and reporting measurement data if the BCMS (Basic)
 
and/or the VuStats
 on the System-Parameters Customer-Options form is y
. If  
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-16 Call Center System Parameters 
4
neither of these features is optioned, and if you enter a value in the BCMS 
Measurement Interval
 field, the system displays the following error 
message:
  cannot be used; assign either BCMS or VuStats first
If you receive this message, see your Lucent Technologies representative to turn 
on BCMS (Basic)
 and/or VuStats
 on the System-Parameters 
Customer-Options form.
There are a maximum of 25 time slots available for measurement intervals. If 
hour
 is specified, an entire day of traffic information will be available for history 
reports; otherwise, only half a day will be available. This does not affect daily 
summaries as they always reflect traffic information for the entire day. The interval 
may be changed at any time, but will not go into effect until the current interval 
completes.
nBCMS/VuStats Abandon Call Timer (seconds)
 
— Enter none
 or 1
–10
 to 
specify the number of seconds for calls to be considered abandoned. Calls with 
talk time that is less than this number (and that are not held) are tracked by BCMS 
and displayed by VuStats as ABAND calls.
nValidate BCMS/VuStats Login IDs
 — Enter n
 to allow entry of any ACD 
login of the proper length. Enter y
 to allow entry only of login-IDs that have been 
entered on the BCMS Login-ID form.
nClear VuStats Shift Data
 — Enter on-login
 to clear shift data for an agent 
when the agent logs in. Enter at-midnight
 to clear shift data for all agents at 
midnight. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-17 Call Vector 
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Call Vector
This form programs a series of commands that specify how to handle calls directed to a 
Vector Directory Number (VDN). Refer to the DEFINITY® Enterprise Communications 
Server Call Vectoring/EAS Guide (555-230-521) for additional information.
Administration Commands
Use the following commands to administer the Call Vector form. 
Form Instructions
Screen 4-8. Call Vector Form (Page 1 of X)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. MAX is the maximum number available in your system configuration.
change2
2. Do not change a call vector while it is processing a call. It is recommended to add a 
new vector with the Call Vector form, and then use the Vector Directory Number form 
to point an existing VDN to the new vector.
vector 1-MAX
display vector1-MAX [’print’ or ’schedule’]
list vector 1-MAX [‘count’ 1-MAX] [’print’ or ’schedule’]
change vector xxx                                                 page 1 of 3
         CALL VECTOR
    Number: xxx      Name: ___________________________
Multimedia? n     Attendant Vectoring? n           Lock?
     Basic? n   EAS? n  G3V4 Enhanced? n  ANI/II-Digits? n  ASAI Routing? n
 Prompting? n   LAI? n G3V4 Adv Route? n          CINFO? n           BSR? n
01 ____________
02 ____________
03 ____________
04 ____________
05 ____________
06 ____________
07 ____________
08 ____________
09 ____________
10 ____________
11 ____________ 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-18 Call Vector 
4
Screen 4-9. Call Vector Form (Page 2 of X)
Screen 4-10. Call Vector Form (Page 3 of X)
Make assignments as required for the following fields on the form:
nNumber
 
— Display-only field when the form is accessed using a change
 or 
display
 administration command. Enter a vector number when completing a 
paper form.
nName
 
— Enter up to 27 alphanumeric characters to represent the vector name. 
This is an optional field. Default is blank.
nMultimedia
 — Indicates whether the vector should receive early answer 
treatment for multimedia calls. This only applies if Multimedia Call Handling is 
enabled. If you expect this vector to receive multimedia calls, set this field to y
. 
Valid values are y
 or n
 (default). If this value is y
, the call is considered to be 
answered at the start of vector processing, and billing for the call starts at that time. 
Refer to 46 for more information about Multimedia Call Handling. 
 Page 2 of 3
                                CALL VECTOR
12 ____________
13 ____________
14 ____________
15 ____________
16 ____________
17 ____________
18 ____________
19 ____________
20 ____________
21 ____________
22 ____________
 Page 3 of 3
CALL VECTOR
23 ____________
24 ____________
25 ____________
26 ____________
27 ____________
28 ____________
29 ____________
30 ____________
31 ____________
32 ____________