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 
4-29 Vector Directory Number 
4
nThe 1st/2nd/3rd Skill fields are only displayed when Expert Agent Selection is 
enabled on the System-Parameters Customer-Options form.
nThe BCMS Acceptable Service Level (sec) field is only displayed if the BCMS 
Acceptable Service Level option is enabled on the System-Parameters 
Customer-Options form and the Measured field is internal
 or both
.
nData for the Orig Annc column appears only when VDN of Origin Announcement 
is enabled on the System-Parameters Customer-Options form.
nTo list all VDNs using the same BSR Application Plan, type the administration 
command list VDN BSR 
xxx (xxx is the number of the BSR Application Plan 
used by one or more VDNs).
nTo 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.  
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-30 Vector Routing Table 
4
Vector Routing Table
This form is used to store ANI or Digits that you refer to in goto vector steps. It is 
available to you only if the Vectoring (G3V4 Enhanced) field on the System-Parameters 
Customer-Options form is set to y
.
For more information, refer to ‘‘
Call Vectoring’’ on page 3-61 or to DEFINITY® 
Enterprise Communications Server Call Vectoring/EAS Guide (555-230-521).
Administration Commands
You can use the commands listed in the table below to administer Vector Routing Tables. 
In addition, you can use the List Usage
 command to see the vectors and digit fields used 
by a Vector Routing Table.
Form Instructions
Make assignment as required for the following fields on the form:
nNumber
 
— This is the table number that you entered on the command line. It is a 
display only field.
nName
 
— Enter a 1 to 15-character alphanumeric table name. You may leave this 
field blank. Default is blank.
nSort?
 
— Enter y
 if you want the digit fields to be sorted. Default is n
. If you elect 
not to sort the numbers, they will remain in the order that you entered them. If you 
elect to sort the number fields, they will be sorted as described below. Remember 
that leading zeros are significant. That means that 02 will sort ahead of a 2 
followed by a space.
— Any Plus signs (+) will sort first.
— Any question marks (?) will sort second.
— All numbers (0–9) will sort last. Action Object Qualifier
add vrt 1 through x, or next
change vrt 1 through x, or next
display vrt 1 through x, or next
remove vrt 1 through x, or next
list vrt none - all Routing Tables will display 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-31 Vector Routing Table 
4
nNumber (1-32)
 — Enter a number. Default is blank. Entries in this field also can 
include the +
 and/or ?
 wildcard. The +
 represents a group of digits. The ?
 
represents a single digit. The field is limited to 16 characters and these characters 
are restricted as follows:
— You may enter only a plus sign (+), a question mark (?), or the numbers 0 
through 9. No other entries are valid.
— You may enter one plus sign (+) as either the first or last character in the 
number field. However, you cannot use this character as the sixteenth 
character of the number field.
— You may use as many question marks (?) as you wish, anywhere in the 
number field.
— You may not embed blanks in the number field.
— You may leave the field entirely blank. If you leave the field blank, the 
DEFINITY ECS will store the entry as a null value.
Screen 4-16. Vector Routing Table Form (1 of 3)
 Page 1 of 3
VECTOR ROUTING TABLE
Number: ___ Name: _______________ Sort? n
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 
4-32 VuStats Display Format 
4
VuStats Display Format
Use the VuStats Display Format form to define the content and layout of information on 
VuStats voice terminal displays. The system has 50 different display formats; the first 
display is a predefined example format, which can be changed; displays 2 through 50 are 
blank. Each display format can contain up to ten data items. However, the amount of data 
to be displayed is limited to 40 characters, due to the physical limitations on display voice 
terminals.
Administration Commands
Use the following administration commands to access the VuStats Display Format form.
Form Instructions
Enter the data as required for the following fields on the form:
nFormat Number
 
— This is the display format number you entered on the 
command line. It is a display only field and cannot be modified.
nNext Format Number
 
— To link this display to another display, enter the 
number of the display format (between 1
-50
) that should appear when a VuStats 
user presses the next button, or enter none
 (default).
nData Field Character
 
— The character that will be used in the Format 
Description field to identify the position and length of each data field (see the 
Format Description field description below). The default is $
. Enter another 
character if the $
 is needed for fixed text in the Format Description field. Any 
character is valid except a space.
nNumber of Intervals 
— If you intend to display interval-based historical data, 
specify the number of measurement intervals in this field. You can enter a number 
between 1
 and 25
, or blank for current interval. The default is blank. If you enter 
24, and the BCMS measurement interval on the Feature-Related System 
Parameters form is set to 1 hour, you will receive information on the previous 24 
hours. If the BCMS measurement interval is set to half-hour, you will receive 
information on the previous 12 hours. You can also leave this field blank. If you 
do, you will receive information on the current interval. Action Object Qualifier
1
1. Specify a number from 1 to 50 to indicate the number of the display format to 
be to changed or displayed. Count ##
 is the number of display formats to list.
change vustats-display-format 1-50
display vustats-display-format 1-50
list vustats-display-format 1-50 count ## 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-33 VuStats Display Format 
4
nObject Type
 — The type of object for which data will be displayed. Enter one of 
the following values: agent
” (for staffed agents to view their own statistics), 
agent-extension
 (for other users to view agent statistics), split
 (default), 
trunk-group
, or vdn
.
nUpdate Interval
 
— The interval, in seconds, between display updates. Enter one 
of the following values:
nOn Change
 — Enter 
y to update the display whenever the agent’s state changes. 
The update on agent state change is in addition to the update as a result of the value 
entered in the Update Interval field. If n
 is entered, an update will only occur based 
on the Update Interval and not on the agent state change.
nDisplay Interval
 
— The interval, in seconds, for which data is displayed if no 
update
 is entered in the Update Interval field. Enter one of the following values:
nFormat Description
 
— The definition of the layout for the 40-character 
display. Specify the starting position and the length of the data items by entering, 
for each data field, an optional label for the field followed the appropriate number 
of data field characters (such as $s). Each $
 represents one character in the display. 
For example, if the data will be a maximum of five characters long (for example, 
to display 5-digit agent extensions), enter $$$$$
. Valid Input  Description 
no-update The display is not updated, and appears only for the 
interval specified in the Display Interval field
polled Updates the display hourly or half-hourly, based on 
the value in BCMS Measurement Interval 
(System-Parameters Features form)
10 Updates every 10 seconds
20 Updates every 20 seconds
30 Updates every 30 seconds, default value
60 Updates every 1 minute
120 Updates every 2 minutes
Valid Input  Description
Body
5 Display clears after 5 seconds
10 Display clears after 10 seconds, default value
15 Display clears after 15 seconds
30 Display clears after 30 seconds
not-cleared The display does not clear, and the data appears until the 
display is used for another operation or until you press 
the Normal button. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-34 VuStats Display Format 
4
NOTE:
Some data types have preset maximum field length limits based on the 
DEFINITY ECS/switch administration. For example, the data type 
acceptable-service-level
 is taken from the BCMS Acceptable Service 
Level field on the Hunt Group and Vector Directory Number forms; on this 
form, the field allows a maximum number of four characters. Therefore, for 
the acceptable-service-level, you should not create a VuStats display field 
that consists of more than four characters (that is, $$$$
). Other data types 
have similar limits.
Field lengths for data items that appear as time must match the value in the Format 
field, which is discussed below. Remember to account for possible colons when 
the display will be in a time format.
Format descriptions can be all text (such as a message of the day) or they can be all 
data fields, in which case users will have to memorize the labels or use 
customer-provided overlays above or below the display.
NOTE:
If the numeric data for a field is too large for the number of data field 
characters entered, the VuStats display will show asterisks instead of data. If 
name database items are too large for the number of data field characters, the 
VuStats display will truncate the data to fit the data field size. The split 
objective, as entered on the Hunt Group form, will display as asterisks if the 
information exceeds the data field size.
Data Item Fields
On lines 1 through 10, beneath the Data Type field label enter data items for the display 
format. These data items are associated with the sets of data field characters in the Format 
Description field. Each data item is defined by one or more of the following fields: Data 
Type, Format, Period, Threshold, and Split Reference. Input for these fields is described in 
more detail below. 
Enter each data item in the same order as data fields are defined in the Format Description 
field. For example, Line 1 of the Data Type field must contain the data item for the first 
data field (that is, the first set of $s).
nData Type
 
— The data item to be included in the current display format. For a 
complete list of data types available for each object type, see the Tables of Data 
Type. 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 
4-35 VuStats Display Format 
4
nFormat
 — The format for displaying the data type. The format is required only 
for a data type with a time value. Enter one of the following Format values. 
Default is blank.
nPeriod 
— Enter the measurement period for the data type. If the data type is 
historical data, you cannot leave this field blank. Valid entries are day
 (midnight 
to the current time), interval
 (the time specified in the Number of Intervals
 
field), or blank. Refer to ‘‘
Tables of Required and Allowed Fields’’ on page 4-39 
to determine if a measurement period is required for a particular Data Type. 
Default is blank.
nThreshold 
— The threshold field is always an optional field. It contains two 
subfields, the threshold comparator and the threshold value. The threshold value is 
used with the threshold comparator to determine if a threshold warning should be 
generated. A threshold warning is generated if the specified condition is met for 
one or more of the data items. If the specified condition is not met for any of the 
data items, then no threshold warning is generated. The threshold value can be any 
numeric value from 0
 to 9999
. Default is blank. Valid threshold comparators are:
—= (equal to)
—   (not equal to)
— < (less than)
—  (greater than)
— >=  (greater than or equal to)
nRef
 
— A reference to a split/skill; this field does not appear unless the Object 
Type is either agent
 or agent-extension
. This field is required only if the data 
type is an agent-related data type collected on a per-split basis or a split-related 
data type for one of the agent’s logged-in splits. Enter one of the following values:Valid 
Input Description Minimum 
Input 
Length 
ccs Hundred call seconds (CCS) rounded to the nearest 
CCS1
h Hours rounded to the nearest hour  1
h:mm Hours and minutes rounded to the nearest minute  4
h:mm:ss Hours, minutes, and seconds  7
m Minutes rounded to the nearest minute  1
m:ss Minutes and seconds 4
s Seconds 1 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-36 VuStats Display Format 
4
—To p
 references the first-administered, highest-level skill for EAS agents, 
or the first split logged into for non-EAS agents. 
NOTE:
With EAS, the top skill for VuStats is the first administered, highest 
level skill measured internally
 or both
. For CMS it is the 
first-administered, highest-level skill measured externally
 or both
. 
Therefore, it is possible for the top skill to be a different number skill 
for CMS than it is for VuStats. To avoid this, measure all skills as 
both
.
—All
 displays the combined data for all splits the agent is logged into.
— Any number from 1-20
. The number represents a split to which the agent 
has logged in. For example, if the Ref field contains 1
, VuStats displays the 
data for the first split the agent logged into, if the Ref field contains 2
, 
VuStats displays the data for the second split the agent logged into, and so 
on.
Screen 4-17. VuStats Display Format — Blank Change/Display Form
                               VUSTATS DISPLAY FORMAT
        Format Number: ___  Object Type: _______________
   Next Format Number: _____  Update Interval: ___________ On Change? _
 Data Field Character: _  Display Interval: ______________
Number of Intervals:__
   Format Description: ________________________________________
Data Type                    Format  Period Threshold Ref
1: ________________________________________ _______ ________ __ ___ ___
2: ________________________________________ _______ ________ __ ___ ___
3: ________________________________________ _______ ________ __ ___ ___
4: ________________________________________ _______ ________ __ ___ ___
5: ________________________________________ _______ ________ __ ___ ___
6: ________________________________________ _______ ________ __ ___ ___
7: ________________________________________ _______ ________ __ ___ ___
8: ________________________________________ _______ ________ __ ___ ___
9: ________________________________________ _______ ________ __ ___ ___
10: ________________________________________ _______ ________ __ ___ ___ 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-37 VuStats Display Format 
4
Screen 4-18 shows an example of a completed VuStats Display Format screen.
Screen 4-18. VuStats Display Format — Example Change/Display Form
change display-format 11                                        Page   1 of   1
                               VUSTATS DISPLAY FORMAT
        Format Number: 11  Object Type: agent
   Next Format Number: 12  Update Interval: 30 On Change? n
 Data Field Character: $
Number of Intervals: 16
   Format Description: SPLIT=$$ ASL=$$ ASA=$$ PSL=$$$
Data Type  Format Period Threshold  Ref
1: split-number 1
2: split-acceptable-service-level  s  1
3: split-average-speed-of-answer  s  interval 1
4: split-percent-in-service-level  interval 1
5:
6:
7:
8:
9:
10: 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-38 VuStats Display Format 
4
List VuStats Display Format Screen
A second VuStats Display Format screen is available with the list
 command. The purpose 
of this screen is to present the format of all, or a selected number, of VuStats displays. The 
List VuStats Display Format screen displays the Format Number, Next Format Number, 
Number of Intervals, Object Type, Update Interval, and Format Description fields, and all 
designated data items, including the Data Type, Format, Threshold, and Ref (split 
reference).
Use this screen to compare VuStats displays to each other. This list presentation is most 
helpful when trying to see how displays are linked to each other. The screen includes the 
Next field, which contains the number of the next display (if any) to which a display is 
linked.
Screen 4-19
 shows an example of the List VuStats Display Format screen. The fields for 
this screen are described below. Refer to the previous field descriptions in this section for 
more information.
No
 
— Number. The unique identifying number of each display format.
Next
 
— The number of the next display if the current display is linked to (followed by) 
another display format, or none
 if the current display format is not linked to another 
display format.
Int 
— Number of Intervals. The number of measurement intervals.
Object Type
 
— The type of object for which data will be displayed.
Update
 
— Update Interval. The time between display updates.
Format Description
 
— The definition of the display’s layout. The first line of the 
Format Description contains the text that precedes the data on a display plus the length of 
each data field (indicated by $s). The succeeding lines of the Format Description identify 
the data items, in the order they are to appear. The data items are the actual measurements 
and other information that tell how agents, splits, vector directory numbers (VDNs), trunk 
groups, and the call center are performing. The data items are followed by the format (if 
any), which identifies how the data is to appear in the display, the period and threshold (if 
any), and the split reference (if any).