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 
4-39 VuStats Display Format 
4
Screen 4-19. VuStats Display Formats — List Form
Tables of Required and Allowed Fields
Table 4-1. Required and Allowed Fields — Agent and 
Agent-Extension Data Types
VuStats Data Type  Format Period Threshold Reference
acd-calls required allowed required
agent-extension
agent-name
agent-staterequired
average-acd-call-time required required allowed
average-acd-talk-time required required allowed required
average-extension-time required required allowed
call-rate required allowed
current-reason-code allowed
current-reason-code-name allowed
elapsed-time-in-state
extension-calls required allowed
extension-incoming-calls allowed
extension-outgoing-calls allowed
Continued on next page
                                                                       Page   1
                               VUSTATS DISPLAY FORMATS
No Next Int Object Type     Update    Format Description
1  none  split           30        SPLIT=$$ WAITING=$$$ OLDEST=$$$$$
split-number
calls-waiting
oldest-call-waiting             m:ss
2  none  agent-extension on-change AGENT=$$$$ STATE=$$$$$$$$$ TIME=$$$$$$$$
agent extension
agent state 1
time-agent-entered-state  1
                
press CANCEL to quit --  press NEXT PAGE to continue 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-40 VuStats Display Format 
4
shift-acd-calls allowed required
shift-aux-time-1 required allowed
shift-aux-time-2 required allowed
shift-aux-time-3 required allowed
shift-aux-time-4 required allowed
shift-aux-time-5 required allowed
shift-aux-time-6 required allowed
shift-aux-time-7 required allowed
shift-aux-time-8 required allowed
shift-aux-time-9 required allowed
shift-aux-time-all required allowed
shift-aux-time-default required allowed
shift-aux-time-non-default required allowed
shift-aux-time-reason-code required allowed
shift-average-acd-talk-time required allowed required
skill-levelrequired
split-acceptable-service-level required required
split-acd-calls required allowed required
split-after-call-sessions allowed required
split-agents-available allowed required
split-agents-in-after-call allowed required
split-agents-in-aux-1 allowed required
split-agents-in-aux-2 allowed required
split-agents-in-aux-3 allowed required
split-agents-in-aux-4 allowed required
split-agents-in-aux-5 allowed required
split-agents-in-aux-6 allowed required
split-agents-in-aux-7 allowed required
split-agents-in-aux-8 allowed required
Table 4-1. Required and Allowed Fields — Agent and 
Agent-Extension Data Types — Continued
VuStats Data Type  Format Period Threshold Reference
Continued on next page 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-41 VuStats Display Format 
4
split-agents-in-aux-9 allowed required
split-agents-in-aux-all allowed required
split-agents-in-aux-default allowed required
split-agents-in-aux-non-default allowed required
split-agents-in-other allowed required
split-agents-on-acd-calls allowed required
split-agents-on-extension-calls allowed required
split-agents-staffed allowed required
split-average-acd-talk-time required required allowed required
split-average-after-call-time required allowed required
split-average-speed-of-answer required required allowed required
split-average-time-to-abandon required required allowed required
split-call-rate allowed required
split-calls-abandoned required allowed required
split-calls-flowed-in required allowed required
split-calls-flowed-out required allowed required
split-calls-waiting allowed required
split-extensionrequired
split-namerequired
split-numberrequired
split-objectiverequired
split-oldest-calling-waiting required allowed required
split-percent-in-service-level required allowed required
split-total-acd-talk-time required required allowed required
split-total-after-call-time required required allowed required
split-total-aux-time required required allowed required
time-agent-entered-state required
total-acd-call-time required required allowed
total-acd-talk-time required required allowed
Table 4-1. Required and Allowed Fields — Agent and 
Agent-Extension Data Types — Continued
VuStats Data Type  Format Period Threshold Reference
Continued on next page 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
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total-after-call-time required required allowed
total-aux-time required required allowed
total-available-time required required allowed
total-hold-time required required allowed
total-staffed-time required required allowed
Table 4-2. Required and Allowed Fields — 
Split Data Types 
VuStats Data Type Format Period Threshold
acceptable-service-level required
acd-calls required allowed
after-call sessions allowed
agents-available allowed
agents-in-after-call allowed
agents-in-aux-1 allowed
agents-in-aux-2 allowed
agents-in-aux-3 allowed
agents-in-aux-4 allowed
agents-in-aux-5 allowed
agents-in-aux-6 allowed
agents-in-aux-7 allowed
agents-in-aux-8 allowed
agents-in-aux-9 allowed
agents-in-aux-all allowed
agents-in-aux-default allowed
agents-in-aux-non-default allowed
agents-in-other allowed
agents-on-acd-calls allowed
Continued on next page Table 4-1. Required and Allowed Fields — Agent and 
Agent-Extension Data Types — Continued
VuStats Data Type  Format Period Threshold Reference
Continued on next page 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
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agents-on-extension-calls allowed
agents-staffed allowed
average-acd-talk-time required required allowed
average-after-call-time required allowed
average-speed-of-answer required required allowed
average-time-to-abandon required required allowed
call-rate allowed
calls-abandoned required allowed
calls-flowed-in required allowed
calls-flowed-out required allowed
calls-waiting allowed
oldest-calling-waiting required allowed
percent-in-service-level required allowed
split-extension
split-name
split-number
split-objective
total-acd-talk-time required required allowed
total-after-call-time required required allowed
total-aux-time required required allowed
Table 4-3. Required and Allowed Fields — VDN Data Types
VuStats Data Type Format Period Threshold
acceptable-service-level required
acd-calls required allowed
average-acd-talk-time required required allowed
average-speed-of-answer required required allowed
average-time-to-abandon required required allowed
Table 4-2. Required and Allowed Fields — 
Split Data Types  — Continued
VuStats Data Type Format Period Threshold
Continued on next page 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-44 VuStats Display Format 
4
calls-abandoned required allowed
calls-flowed-out required allowed
calls-forced-busy-or-disc required allowed
calls-offered required allowed
calls-waiting allowed
non-acd-connected-calls required allowed
oldest-calling-waiting required allowed
percent-in-service-level required allowed
total-acd-talk-time required required allowed
vdn-extension
vdn-name
Table 4-4. Required and Allowed Fields — Trunk Group 
Data Types  
VuStats Data Type Format Period Threshold
average-incoming-call-time required required allowed
average-outgoing-call-time required required allowed
incoming-abandoned-calls required allowed
incoming-calls required allowed
incoming-usage required required allowed
number-of-trunks
outgoing-calls required allowed
outgoing-completed-calls required allowed
outgoing-usage required required allowed
percent-all-trunks-busy required allowed
percent-trunks-maint-busy required allowed
trunk-group-name
Table 4-3. Required and Allowed Fields — VDN Data Types
VuStats Data Type Format Period Threshold 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-45 VuStats Display Format 
4
trunk-group-number
trunks-in-use allowed
trunks-maint-busy required allowed
Table 4-4. Required and Allowed Fields — Trunk Group 
Data Types  
VuStats Data Type Format Period Threshold 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Forms 
4-46 VuStats Display Format 
4 
						

							Recorded Announcements 
A-1 Introduction 
A
DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
A
Recorded Announcements
Introduction
The Recorded Announcement feature provides an announcement to callers under a variety 
of circumstances. For example, announcements let callers know that their call is in queue 
or that the lines are busy.
This appendix gives you extended information about using the recorded announcement 
feature of the DEFINITY ECS. The sections included in this appendix are:
nHow to Administer Recorded Announcements
nRecorded Announcement Types
nWhen to Use Recorded Announcements
nAbout Barge-in
nIntegrated Announcements and Announcements Recorded on External Devices
nProcedures for Recorded Announcements
nRecorded Announcements, the ACD, and other Call Center Features
nRecorded Announcements and Automatic Wakeup
Refer to the “Managing announcements” and “Recorded announcements” chapters in the 
DEFINITY ECS Release 8 Administrator’s Guide (555-233-502) for procedural 
instructions on adding, recording, saving, copying, restoring, and deleting 
announcements.
NOTE:
You must specify an announcement number on the command line with the change 
or display commands to access admin for more than 256 announcement extensions. 
When this is done, a block of 256 announcements (16 pages) will be accessable 
starting with the number specified. [also the CC Release field must be set to R8.1 or 
later] For example: change announcement 250 will provide access to 
announcements 250 through 505 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Recorded Announcements 
A-2 How to Administer Recorded Announcement 
A
How to Administer Recorded 
Announcement
The following table lists the forms that you will use to administer announcements.
Table A-1. Required Forms for Administering Announcements
Form Field
Announcements/Audio Sources 
(includes Integrated Announcement 
Translations)nAll
Feature Access Code (FAC)nAnnouncement Access Code
StationnCOS
Data Modules (for Save/Restore/Copy)
nNetcon Data Module
nSystem Port Data Module (SAP)
nAnnouncement Data ModulenAll
Circuit Packs
1
1. You only need to complete the Circuit Pack form if you administer the Board Location 
on the Announcements/Audio sources form or Data Module form and do not have the 
circuit pack plugged in.nAll
Feature-Related System Parameters
2
2. You only need to complete this form if you plan to use Recorded Announcements 
with the form’s associated feature. For example, if you want to use announcements 
with the Hospitality features, you need to complete the Hospitality form.
nDID/Tie/ISDN Intercept Treatment
nControlled Outward Restriction 
Intercept Treatment
nControlled Termination restriction 
(DoNot Disturb)
nControlled Station-to-Station 
Restriction
Hospitality
2nAnnouncement Type
nLength of Time to Remain Connected 
to Announcement
Trunk Groups (All)
2nIncoming Destination
Coverage Path
2nCoverage Points
Hunt Group
2nFirst Announcement Extension
nSecond Announcement Extension
Call Vector
2nAll fields that require announcements