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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 Forms 4-19 Call Vector 4 nAttendant Vectoring — Appears only when Attendant Vectoring is optioned. Valid entries are y and n (default). The Attendant Vectoring field defaults to n and changes are allowed to the field. If Basic Vectoring and Vector Prompting are both set to n , then the Attendant Vectoring field defaults to y and no changes are allowed to the field. To associate VDNs and vectors for attendant vectoring, a field has been added to both the VDN and the call vectoring forms to indicate attendant vectoring. When attendant vectoring is indicated for VDNs and vectors, all call center-associated fields (such as Skills and BSR) are removed. nLock —This field controls access to the vector from the CentreVu CMS or CentreVu Visual Vectors. Valid entries are y and n (default). Enter n to give CentreVu CMS and CentreVu Visual Vectors users the ability to administer this vector from these client programs. Enter y if you do not want this vector to be accessible to these client programs. Locked vectors can only be displayed and administered through the SAT or a terminal emulator. NOTE: Always lock vectors that contain secure information (for example, access codes). nBasic — Display-only field. Indicates whether the Vectoring (Basic) option is enabled on the System-Parameters Customer-Options form. Valid values are y or n . nEAS — Display-only field. Indicates whether the Expert Agent Selection (EAS) option is enabled on the System-Parameters Customer-Options form. Valid values are y or n . NOTE: When Expert Agent Selection (EAS) is enabled, the help messages and error messages associated with this form will reflect a terminology change from Split to Skill. In addition, the vector commands entered also will be affected by this terminology change (for example, check backup split becomes check backup skill when EAS is enabled). nG3V4 Enhanced — Display-only field. Indicates whether you can use G3V4 Enhanced Vector Routing commands and features. nANI/II-Digits — Display-only field. Indicates whether you can use ANI and II-Digits Vector Routing Commands. ANI/II-Digits Routing requires that G3V4 Enhanced be set to y . nASAI Routing — Display-only field. Indicates whether or not the CallVisor Adjunct/Switch Applications Interface (ASAI) Routing option is enabled on the System-Parameters Customer-Options form. Valid values are y or n . nPrompting — Display-only field. Indicates whether the Vectoring (Prompting) option is enabled on the System-Parameters Customer-Options form. Valid values are y or n .
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 DEFINITY ECS ACD Call Center Forms 4-20 Call Vector 4 nLAI — Display-only field. Indicates whether Look-Ahead Interflow is enabled. nG3V4 Adv Route — Display-only field. Indicates whether you can use the G3V4 Advanced Vector Routing commands. nCINFO — Display-only field. Indicates whether the Vectoring (CINFO) option is enabled on the System-Parameters Customer-Options form. Valid values are y or n . nBSR —A y in this display-only field indicates that the Vectoring (Best Service Routing) option is enabled on the System-Parameters Customer-Options form. Thus, you can use BSR commands and command elements in your vectors. An n indicates that the BSR option is not enabled. n01 through XX — Enter vector commands as required (up to the maximum allowed in your configuration). Valid entries are adjunct , announcement , busy , check , collect , consider , converse-on , disconnect , goto , messaging , que-to , reply-best , route-to , stop , wait-time . 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 4-21 Reason Code Names 4 Reason Code Names Use the Reason Code Names form to assign names to Reason Codes. You can assign a different name to each Reason Code for Aux Work and for Logout. Administration Commands Use the following administration commands to access the Reason Code Names form. Form Instructions Make assignments as required for the following fields on the form. nAux Work — For each Reason Code enter the name to be associated with this Reason Code when the agent uses this Reason Code to enter Aux Work mode. Names can be up to ten characters long. Default is blank. nLogout — For each Reason Code enter the name to be associated with this Reason Code when the agent uses this Reason Code to log out. Names can be up to ten characters long. Default is blank. nAffect Agent Occupancy — For each Reason Code enter y (yes) or n (no). Enter y to include the total AUX time in the agent work time and total samples while in AUX work mode in the staffed any skill measurement. The default is n . Screen 4-11. Reason Code Names form (Page 1 of 1)Action Object display reason-code-names change reason-code-names REASON CODE NAMES Aux Work Logout Affect Agent Occupancy Reason Code 1: __________ __________ _ Reason Code 2: __________ __________ _ Reason Code 3: __________ __________ _ Reason Code 4: __________ __________ _ Reason Code 5: __________ __________ _ Reason Code 6: __________ __________ _ Reason Code 7: __________ __________ _ Reason Code 8: __________ __________ _ Reason Code 9: __________ __________ _ Default Reason Code: __________ __________ _
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 DEFINITY ECS ACD Call Center Forms 4-22 SIT Treatment for Call Classification 4 SIT Treatment for Call Classification This form is used to provide the capability of specifying the treatment of Special Information Tones (SITs) used for Outbound Call Management type calls with USA tone characteristics. The TN744 Call Classifier circuit pack ports are used to detect SITs. The TN744 is capable of detecting the following six SITs: nSIT Ineffective Other nSIT Intercept nSIT No Circuit nSIT Reorder nSIT Vacant Code nSIT Unknown nAMD Treatment Administration Commands Use the following administration commands to administer the SIT Treatment For Call Classification form. In some cases, just the most commonly used commands are shown. Refer to DEFINITY ECS Administrator’s Guide, for a complete listing of all administration commands, the command structure, and the use of abbreviated command words when entering a command. . Form Instructions Make assignments as required for the following fields on the form: In the field following each type of SIT, enter answered to specify that the call is classified as answered, and is therefore sent to an agent; or enter dropped to specify that the call is classified as not answered, and is therefore not sent to an agent. nSIT Ineffective Other — Sample announcement following this SIT — “You are not required to dial a “1” when calling this number.” Valid entries are answered and dropped . Default is dropped . 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 can be entered. change sit-treatment — display sit-treatment[’print’ or ’schedule’]
DEFINITY ECS Release 8
Guide to ACD Call Centers 555-233-503 Issue 2
December 1999
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4-23 SIT Treatment for Call Classification
4
nSIT Intercept
— Sample announcement following this SIT — “XXX-XXXX
has been changed to YYY-YYYY, please make a note of it.” Valid entries are
answered
and dropped
. Default is answered
.
nSIT No Circuit
— Sample announcement following this SIT — “All circuits are
busy, please try to call again later.” Valid entries are answered
and dropped
.
Default is dropped
.
nSIT Reorder
— Sample announcement following this SIT — “Your call did not
go through, please hang up and dial again.” Valid entries are answered
and
dropped
. Default is dropped
.
nSIT Vacant Code
— Sample announcement following this SIT — “Your call
cannot be completed as dialed, please check the number and dial again.” Valid
entries are answered
and dropped
. Default is dropped
.
nSIT Unknown
— A situation or condition that is unknown to the network is
encountered. Valid entries are answered
and dropped
. Default is dropped
.
nAMD (Answering Machine Detected)
— An ASAI adjunct can request AMD
for a DEFINITY ECS/switch-classified call. If Answering Machine is detected,
one of two treatments is specified. Valid entries are dropped
and answered
.
Default is dropped
.
AMD Treatment has two separately administrable subfields. Talk Duration is for
full seconds and Pause Duration is for fractions of a second, separated by a
display-only decimal point. Talk Duration defaults to 2.0 seconds and allows a
range from 0.1 seconds to 5.0 seconds in increments of 0.1 seconds. Pause
duration defaults to 0.5 seconds and allows a range from 0.1 seconds to 2.0
seconds in increments of 0.1 seconds.
Screen 4-12. SIT Treatment For Call Classification Form
SIT TREATMENT FOR CALL CLASSIFICATION
SIT Ineffective Other: dropped
SIT Intercept: answered
SIT No Circuit: dropped
SIT Reorder: dropped
SIT Vacant Code: dropped
SIT Unknown: dropped
AMD Treatment: dropped
Pause Duration (seconds): 0.5
Talk Duration (seconds): 2.0
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 DEFINITY ECS ACD Call Center Forms 4-24 Vector Directory Number 4 Vector Directory Number This form is used to define vector directory numbers (VDNs) for the Call Vectoring feature. A VDN is an extension number used to access a call vector. Each VDN is mapped to one call vector. VDNs are software extension numbers (that is, not assigned to physical equipment). A VDN is accessed via direct dial CO trunks mapped to the VDN (incoming destination or night service extension), DID trunks, and LDN calls. The VDN may be Night Destination for LDN. For more information, refer to the DEFINITY ® Enterprise Communications Server Call Vectoring/EAS Guide (555-230-521). Administration Commands Use the following administration commands to administer the Vector Directory Number form. Form Instructions Make assignment as required for the following fields on the form: nExtension — Enter the extension associated with the VDN when completing a paper form. The extension is a 1- to 5-digit number that starts with a valid first digit and length as defined by the System’s dial plan. This is a display-only field when using an administration command such as add or change to access the form. 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 can be entered. MAX is the maximum number available in your system configuration. Refer to the DEFINITY ECS System Description Pocket Reference. add vdn xxxxx (extension number of VDN to be added) or ’next’ change vdn xxxxx (extension number of VDN to be changed) display vdn xxxxx (extension number of VDN to be displayed) [’print’ or ’schedule’] list vdn xxxxx (extension number of VDN to be listed) (‘count’ 1-MAX) [’print’ or ’schedule’] vdn bsr xxx (number of a BSR application plan) remove vdn xxxxx (extension number of VDN to be removed)
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 DEFINITY ECS ACD Call Center Forms 4-25 Vector Directory Number 4 nName — Enter up to a 27-character alphanumeric name that identifies the VDN. This is an optional field that need not contain any data. The name may be truncated on agents’ displays depending on the application. When information is forwarded with an interflowed call, only the first 15 characters are sent. Default is blank. nAllow VDN Override? — Valid entries are y and n (default). This entry affects the operation of an agent’s display and certain options/data assigned to the VDN when a call is routed through several VDNs. If it is set to n , the name of this VDN appears on the agent’s display and the VDN’s AUDIX mail is accessed. If any subsequent VDNs are used to process this call, their names will not appear on the terminating display and the AUDIX mail for the original VDN is accessed. If the field is set to y , the name of the VDN appearing on the terminating display will depend on the administration and chaining of the subsequent VDNs and the AUDIX mail for the last VDN is accessed. Default is n . For Expert Agent Selection (EAS), if this field is y on the original VDN, the Skills of the new VDN will be used. If this field is n on the original VDN, the Skills of the original VDN will be used. For Best Service Routing (BSR), if this field is y on the original VDN, the BSR Application and Available Agent Strategy of the new VDN will be used. If this field is n on the original VDN, the BSR Application and Available Agent Strategy of the original VDN will be used. nCOR — Enter a 1- to 2-digit number that specifies the class of restriction (COR) to be assigned the VDN. The default value is 1 . The field cannot be blank and must have an entry in the range from 0 -95 . nTN — Enter the Tenant Partition number. Valid entries are 1 -20 . The default value is 1 . nVector Number — Enter a 1- to 3-digit vector number that specifies a particular call vector that is accessed through the VDN. Valid entries for the DEFINITY ECS R8csi/si are 1 -512 and for the DEFINITY ECS R8r are 1 -999 . Valid entries for the DEFINITY ECS R7vs/csi/si are 1 -256 and for the DEFINITY ECS R7r are 1 -512 . See the capacities tables for valid entries prior to the DEFINITY ECS R7. Default is 1 . The field cannot be blank. nAttendant Vectoring — When Attendant Vectoring is optioned, a field on the VDN form identifies if this is an Attendant Vectoring VDN. If this field is n , there are no changes on the VDN form. If this field is y , the form appearance changes (see below). When removing a VDN, validation verifies that this VDN is not being used on either the Console Parameters form or the Tenant Partitioning forms. NOTE: Attendant Vectoring is used in non-call center environments. See the DEFINITY® Enterprise Communications Server Call Vectoring/EAS Guide (555-230-521) for more information. nAUDIX Name — Only displayed for the DEFINITY ECS R5r and newer configurations. If this VDN is associated with the AUDIX vector, enter the name of the AUDIX machine as it appears in the Adjunct Names form.
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 DEFINITY ECS ACD Call Center Forms 4-26 Vector Directory Number 4 nMessaging Server Name — Only displayed for the DEFINITY ECS R5r and newer configurations. If this VDN is associated with MSA, enter the name of the server as it appears in the Adjunct names form. nMeasured — Used to collect measurement data for this VDN. Valid entries are internal , external , both , or none . Data may be collected for reporting by BCMS or CMS. Default is none . NOTE: The BCMS feature must be enabled on the System-Parameters Customer-Options form for the Measured field to be set to internal or both . In addition, the appropriate CMS release must be administered on the Feature-Related System Parameters form if the field is being changed to external or both . nAcceptable Service Level (sec) — Only displayed when the BCMS/VuStats Service Level option is enabled on the System-Parameters Customer-Options form and the Measured field is internal or both . Enter the number of seconds within which calls to this VDN should be answered. This will allow BCMS to print out a percentage of calls that were answered within the specified time. Valid entries are 0 through 9999 seconds. Default is blank. The following field appears only if VDN of Origin Announcements is enabled on the System-Parameters Customer-Options form. nVDN of Origin Annc. Extension — Enter the extension number of the VDN of Origin announcement. Default is blank. n1st/2nd/3rd Skill — Only displayed when Expert Agent Selection is enabled on the System-Parameters Customer-Options form. Enter the desired Skill numbers (or leave blank) in each field. Valid entries are 1 -99 , or blank (default). nReturn Destination — The VDN extension number to which an incoming trunk call will be routed if it returns to vector processing after the agent drops the call. Valid entries are the VDN extension, or blank (default). nVDN Timed ACW Interval — When a value is entered in this field, an agent in auto-in work mode who receives a call from this VDN is automatically placed into After Call Work (ACW) when the call drops. Enter the number of seconds the agent should remain in ACW following the call. When the administered time is over, the agent automatically becomes available. This field has priority over the Timed ACW Interval field on the Hunt Group form. nBSR Application — To use multi-site Best Service Routing with this VDN, enter a 1- to 3-digit number to specify an application plan for the VDN. This field only appears if Lookahead Interflow (LAI) and Vectoring (Best Service Routing) are enabled on the System Parameters Customer-Options form. nBSR Available Agent Strategy — The available agent strategy determines how Best Service Routing identifies the best split or skill to service a call in an agent surplus situation. To use Best Service Routing with this VDN, enter an agent selection strategy in this field. Acceptable entries are 1st-found, UCD-LOA, UCD-MIA, EAD-LOA, and EAD-MIA.
DEFINITY ECS Release 8
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December 1999
DEFINITY ECS ACD Call Center Forms
4-27 Vector Directory Number
4
This field only appears if Vectoring (Best Service Routing) is enabled on the
System Parameters Customer-Options form.
When this field is set to n, the VDN form appears like this:
Screen 4-13. Vector Directory Number (Attendant Vectoring set to n
) — Add/Change Form
change vdn xxxxx page 1 of 2
VECTOR DIRECTORY NUMBER
Extension: 2001
Name: vdn 2001
Vector Number: 1
Attendant Vectoring? n
Allow VDN Override? n
COR: 1
TN: 1
Measured: internal
Acceptable Service Level (sec): 20
VDN of Origin Annc. Extension:
1st Skill:
2nd Skill:
3rd Skill:
change vdn xxxxx page 2 of 2
VECTOR DIRECTORY NUMBER
Audix Name:
Messaging Server Name:
Return Destination:
VDN Timed ACW Interval:
BSR Application:
BSR Available Agent Strategy: 1st-found
Delay ISDN CONNECT message? n
DEFINITY ECS Release 8
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DEFINITY ECS ACD Call Center Forms
4-28 Vector Directory Number
4
Screen 4-14. Vector Directory Number (Attendant Vectoring set to y
) — Add/Change Form
Screen 4-15. Vector Directory Numbers — List Form
Implementation Notes
nAUDIX Name and Messaging Server Name are only displayed for the DEFINITY
ECS R5r and newer configurations.
nThe BCMS feature must have been optioned if the Measured field is set to
internal
or both
. In addition, the appropriate CMS release must be administered
on the Feature-Related System Parameters form if the field is being changed to
external
or both
.
change vdn xxxxx page 1 of 1
VECTOR DIRECTORY NUMBER
Extension: 2001
Name: vdn 2001
Vector Number: 1
Attendant Vectoring? y
COR: 1
TN: 1
Measured:
VECTOR DIRECTORY NUMBERS
Event
VDN Vec Orig Notif Skills
Name Ext Ovrd COR TN Num Meas Annc Adj 1st 2nd 3rd
Tech Support 50000 y 59 1 234 none 301
Customer Serv. 50001 n 1 1 1 none 302
New Orders 50002 y 23 1 5 none 303
Denver 50003 y 23 1 123 int 304
San Francisco 50004 y 39 1 123 ext 305
Chicago 50005 y 12 1 123 both 306