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
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-11 Split Queues 
1
Announcements for Calls in a Split Queue
When a call enters a split queue, the caller hears ringing until the call is connected to an 
agent or an announcement. Depending on the treatment assigned to a split, the caller may 
hear one or two announcements, music, or silence. An announcement is a recorded 
message that provides information such as the destination the call has reached or a 
company’s business hours, or it tries to persuade the caller to stay on the line.
Things to Know Before You Start
Announcements and delay time are assigned to splits through switch administration. 
Delay time is the amount of time a call will wait in queue before receiving an 
announcement. If a call connects to an agent before the delay time expires, the caller does 
not hear the announcement. If a call connects to an agent while an announcement is 
playing, the announcement stops. After the first announcement plays, the caller hears 
music or silence until the second announcement plays or the call connects to an agent. The 
type of caller feedback (music or silence) is also assigned to a split through switch 
administration.
For the DEFINITY ECS and Generic 3 switches with the Call Vectoring feature, 
announcement capabilities are more flexible than those described in this section. See 
Chapter 3, Call Vectoring and 
Related ECS/G3 Features
The DEFINITY ECS and the Generic 3 switch support both internal and external 
announcement devices. 
The announcement delay time can be from 0 to 99 seconds. A 0-second delay time causes 
a forced announcement, which means callers always hear the entire first announcement, 
whether an agent is available or not. A second announcement can be administered to recur 
each time the announcement delay time expires.
Rules for Generic 3 Announcements
If a Generic 3 announcement queue is full, the system will continue to try every 10 
seconds to connect a call to the proper announcement until the call connects to an agent, 
connects to an announcement, or enters the announcement queue.
The following rules apply to Generic 3 announcements:
nCalls directly entering a split queue always receive a forced first announcement if 
assigned. The caller also hears first and second delay announcements if 
administered and delay intervals are met.
nCalls that reach a split by way of Call Coverage from another split (Intraflow) or a 
station do not receive a forced or delay first announcement at the destination split. 
The caller hears a second delay announcement if administered and the delay 
interval is met. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
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nCalls that reach a split by way of Call Forwarding from another split (Interflow) or 
station do receive delay first and second announcements if administered and the 
delay intervals are met. 
Announcement Queuing
External and internal announcement units are available. The number of calls that can be 
queued to an announcement depends on the size of the switch/ECS you have. The capacity 
tables in the DEFINITY Feature Description manual have details for each switch/ECS 
model. Queuing for internal announcements is quite different. Internal announcements are 
delivered by a 16-channel announcement board, and a call receives an announcement only 
when it connects to one of the 16 announcement channels. Therefore, all calls wait in a 
single queue to access a channel on the announcement board regardless of the split 
announcement they are waiting to receive. The same announcement can be delivered over 
multiple channels. Announcements are delivered on demand, so a call that connects to a 
channel receives an announcement immediately and does not have to wait for the 
announcement to finish and start again.
Answer Supervision and Abandoned Calls
Answer supervision is a signal sent by the switch to the serving Central Office (CO). This 
signal tells the CO that an incoming call has been answered and that the CO should begin 
tracking toll charges for the call (if they apply). Answer supervision is sent immediately 
before a call connects to an agent’s voice terminal, to music, or to an announcement.
Abandoned Calls
An abandoned call is a call that reaches a call center, but does not connect to an agent 
because the caller hangs up. A call can abandon while in queue or while ringing at an 
agent position. Abandoned calls represent lost sales or lost good will. Adequate split 
staffing and effective use of announcements can reduce the number of abandoned calls. 
Splits should be staffed so that calls do not have to wait in queue for an unreasonable 
amount of time, and announcements can be used to persuade the caller to wait until 
someone answers the call. 
Abandoned Call Search
If answer supervision is sent before a caller abandons, ghost calls can occur. A ghost call 
is a call that is sent to an agent after the caller hangs up. Ghost calls occur because, after a 
caller hangs up, some COs wait 2 to 25 seconds before sending a disconnect signal to the 
switch. Ghost calls are a problem because they waste agents’ time, and they can delay or 
prevent other calls from connecting to an agent. To minimize this problem, Abandoned 
Call Search can be assigned to specific trunk groups for the DEFINITY ECS and Generic 3 
switch.  
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-13 Split Queues 
1
With Abandoned Call Search, the switch checks the incoming trunk before delivering an 
ACD call to an agent. If the trunk is on-hook at the CO (the call has been abandoned), the 
switch releases the trunk and does not deliver the call. If a call is still in progress on the 
trunk, the switch delivers the call to an agent.
Intraflow and Interflow
Intraflow and interflow allows you to redirect ACD calls to another split or other local or 
remote destinations. Redirecting calls to a local destination is called intraflow. Redirecting 
calls to a destination outside the switch is called interflow.
Things to Know Before You Start
Intraflow and interflow are set up differently for the DEFINITY ECS, Generic 3 switch. If 
Call Vectoring is active on the DEFINITY ECS or Generic 3 switch, redirection of calls 
differs significantly from the following intraflow/interflow descriptions. See Chapter 3, 
Call Vectoring and Related ECS/G3 Features.
DEFINITY ECS and DEFINITY Generic 3
As many as three intraflow destinations OR one interflow destination can be established 
for a split through switch administration. Intraflow uses the Call Coverage feature to 
redirect ACD calls to a coverage path that contains one, two, or three of the following 
internal destinations:
nAn extension
nAn ACD split (including AUDIX 
® ®and Message Center splits) or Hunt Group. 
The term “Hunt Group” refers to groups of extensions that receive distributed 
calls. The term “split” refers to a hunt group that is measured by CentreVu CMS.
nAn attendant group 
nAn announcement followed by a forced disconnect.
Call Forwarding and ACD splits can be set up to intraflow calls unconditionally.
Interflow destinations are the same as those listed above for intraflow (plus the CAS 
attendant), except interflow sends calls to destinations outside the switch.
Setting Up Splits
If a split is assigned more than one intraflow destination, the switch tries each destination 
in the order in which it was assigned. If no destination can accept the call, the switch 
leaves the call in the original split’s queue. If an interflow destination is specified and 
activated, the switch tries only that destination. If the interflow destination cannot accept 
the call, the caller hears a busy signal. ACD splits can be set up to intraflow calls 
unconditionally. Unconditional intraflow redirects all calls to the specified destination. 
Unconditional intraflow is normally used to redirect calls when a split is not staffed. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-14 Split Queues 
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Splits can also be set up to intraflow calls when one or all of the following criteria are met:
nDon’t Answer
Calls redirect if not answered within the assigned Don’t Answer Interval (1 to 99 
ringing cycles).
nBusy
Calls redirect when the split’s queue is full; that is, when the number of calls in 
queue equals the administered queue length.
nNo Agents Staffed or All Agents in AUX Mode
Call redirect if there are no agents staffed or if all agents are in the AUX work 
mode.
Assigning Queue Status
If an intraflow destination has a queue, that queue may be assigned an inflow threshold. 
The inflow threshold, which is established through switch administration, is the length of 
time the oldest call in queue has waited. Once the inflow threshold is reached, that queue 
does not accept intraflowed calls and the switch tries the next administered destination.
Through switch administration, a split can be assigned Priority Queuing on Intraflow 
which allows intraflowed calls to enter the priority queue at the destination split.
Types of Calls for a Split
The following types of intraflow/interflow can be used for a split:
nDon’t Answer Time Interval intraflow (using the Call Coverage feature)
nBusy intraflow (using the Call Coverage feature)
nUnconditional intraflow (using the Call Forwarding-All feature).
When calls are intraflowed using the Call Coverage feature, CentreVu CMS only reports 
inflowed and outflowed calls if the call queues to the original split. For example, a call 
that covers using the busy criterion will not be recorded as in/outflowed since it could not 
queue to the original split. Calls that queue before covering using the Don’t Answer 
criteria are recorded as in/outflowed calls.
Setting Up Intraflow/Interflow
A split can have either intraflow or interflow active, but not both. However, both 
conditional (Call Coverage) and unconditional (Call Forwarding) intraflow can be active 
for a split at the same time. In this case, unconditional intraflow is first invoked for the 
split’s incoming calls. Then, after the switch forwards a call to the unconditional 
destination, the switch uses the conditional intraflow criteria to determine whether to  
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-15 Split Queues 
1
redirect the call to the next destination. Thus, when unconditional and conditional 
intraflow are used together, the conditional intraflow criteria are applied to the 
forwarded-to destination, not to the original split.
This combination of unconditional and conditional intraflow allows Dialed Number 
Identification Service (DNIS) numbers to appear on agent display voice terminals. In this 
case, the DNIS number is actually a dummy split extension (that is, the split extension has 
no assigned agent extensions). The intraflow destinations are the real splits (with staffed 
agents). With such a configuration, CentreVu CMS will count incoming calls for the DNIS 
number (that redirected via unconditional intraflow to real splits) as outflows. CentreVu 
CMS will also count the calls to the destination splits as ACD calls and inflowed calls. 
And regardless of the split where calls actually connect to agents, the agents will see the 
DNIS (dummy split) number on their display terminals.
The intraflow criteria and destinations are assigned through switch administration. 
Console permissions and the Call Forwarding dial access code are also assigned through 
switch administration. Unconditional intraflow or interflow can be activated by entering 
the Call Forwarding dial access code from a station with console permission, the split’s 
extension, and the interflow or intraflow destination number.
For the DEFINITY ECS and Generic 3, the split supervisor cannot establish conditional 
intraflow from a voice terminal. Furthermore, CentreVu CMS cannot be used to set up or 
activate intraflow/interflow.
Night Service for the DEFNITY ECS and 
DEFINITY Generic 3
The DEFINITY ECS and Generic 3 switch offer an alternative form of call routing called 
Night Service. Night Service redirects all calls to one of the following internal 
destinations: 
nAn ACD split
nAn extension
nAn attendant group
nAn announcement with forced disconnect.
Night service is available for a hunt group, a trunk group, or a system. These types of night 
service are explained below.
Hunt Group Night Service
Hunt Group Night Service redirects all calls arriving at a split to an internal destination. 
The Night Service destination for the split and the voice terminal button used to activate 
the feature are assigned through switch administration. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-16 Distributing and Handling Calls 
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Trunk Group Night Service
Trunk Group Night Service redirects all calls arriving over a split’s assigned trunk groups 
to an internal destination. The Night Service destination for the trunk group and the voice 
terminal button used to activate the feature are assigned through switch administration.
Trunk Group Night Service by itself does not guarantee that all calls to a split will be 
redirected. Calls from local extensions and DID calls will still connect to the split.
Trunk Group Night Service and Hunt Group Night Service can both be active at the same 
time. If the Trunk Group Night Service is active, its destination will be used for calls that 
come in over the trunk group even if they go to a split that has a Hunt Group Night Service 
destination assigned.
System Night Service
System Night Service redirects all calls arriving over all trunk groups to the Night Service 
destination. System Night Service overrides any Hunt Group Night Service set up for an 
individual split. If Trunk Group Night Service is active for a particular trunk group, 
System 
Night Service does not affect that trunk group. When any type of Night Service becomes 
effective, calls already in a split’s queue are not redirected. To avoid dissatisfied callers, 
agents should continue to staff the split until the queue is empty.
Distributing and Handling Calls
This section describes how calls are distributed to agents and how agents handle the calls. 
The section contains the following topics:
nHow calls are distributed to agents
nHow agents handle calls 
nSplit supervisor voice terminal buttons.
How Calls are Distributed to Agents 
ACD calls are delivered to agents according to the type of call distribution (also known as 
hunting) that is assigned to the split/skill. This section explains the different types of call 
distribution. 
The following types of call distribution can be assigned to a split/skill through switch 
administration:
nDirect
nCircular
nMost Idle Agent (MIA) [also called Uniform Call Distribution (UCD)]
nExpert Agent Distribution (EAD). 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-17 Distributing and Handling Calls 
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The following descriptions of ACD call distribution assume that the Multiple Call 
Handling (MCH) feature is not assigned. Agent availability is different for splits assigned 
the MCH feature. 
Some types of call distribution are not available with some versions of switch software.
Direct
ACD software searches for an available agent in the order that extensions were assigned to 
the split (through switch administration), starting with the first extension assigned to the 
split. This type of call distribution is most useful when management wants the most 
effective or most experienced agents to handle more calls. Agents are rank-ordered from 
most to least effective and then are assigned to the split in that order. Direct call 
distribution is called Direct Department Calling (DDC) for the DEFINITY ECS and 
Generic 3 switches. For the DEFINITY ECS and Generic 3 switches that have the Expert 
Agent Selection feature, DDC cannot be assigned to skills. However, Expert Agent 
Distribution (EAD) can be used to ensure that the most expert agent available receives the 
call.
Circular
ACD software searches for an available agent in the order that extensions were assigned to 
the split, starting with the agent after the agent who handled the last ACD call. This type 
of call distribution provides a balanced workload. Circular distribution is not available on 
the DEFINITY ECS or on Generic 3 switches.
Most Idle Agent (Uniform Call Distribution)
ACD software searches for the agent extension that has been idle (waiting) the longest and 
distributes the call to that extension if the agent is available to handle an ACD call. This 
type of call distribution, which is sometimes called “true ACD”, ensures a high degree of 
equity in agent workloads even when call-handling times vary. For the DEFINITY ECS 
and Generic 3, MIA distribution is called Uniform Call Distribution (UCD). 
ACD software determines which agent extension has been idle the longest by maintaining 
an ordered list (queue) of agents who are eligible to receive the next ACD call. Eligible 
agents enter the queue at the bottom and move toward the top (also called the head of the 
queue). The agent at the top of the eligible-agent queue (the agent who has been in queue 
the longest) receives the next ACD call unless the agent is not available at the time the call 
is to be distributed. If the agent at the top of the queue is not available, the ACD software 
checks the availability of the next agent in queue until an available agent is found.
DEFINITY ECS and DEFINITY Generic 3
When an agent completes an ACD call, the agent is added to the bottom of the 
eligible-agent queue for the split or skill associated with the call. (Skills apply only to the 
DEFINITY ECS and Generic 3 switches with the Expert Agent Selection feature.) 
DEFINITY ECS also offers the option called “MIA across splits/skills” to put an agent at 
the bottom of all agent queues when the agent completes any ACD call. Agents move 
toward the top of the eligible-agent queue as long as they remain staffed and available or  
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
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on AUXIN or AUXOUT extension calls from the available state, or on an ACD call for 
another split or skill (unless the “MIA across splits/skills” option is turned on). Agents in 
ACW are in eligible agent queues on G3 switches. You can choose whether these agents 
are or are not in the eligible-agent queues for the DEFINITY ECS.
An agent is marked as unavailable to take an ACD call if the agent:
nis in ACW,
nis on an AUXIN or AUXOUT extension call from the available state, or
nis on an ACD call for another split or skill.
The agent remains in queue moving toward the top of the queue. Agents in multiple splits 
or with multiple skills enter multiple eligible-agent queues. The agents’ progress in each 
queue is independent of any activity in other queues. Agents in the AUX state are not in 
the eligible- agent queue. 
Expert Agent Distribution (EAD)
Expert Agent Distribution is only available with the DEFINITY ECS or the Generic 3 
(Version 2 or later) switches that have the Expert Agent Selection feature. This method of 
call distribution adds a layer of processing on top of the Most Idle Agent distribution call 
processing, described in the preceding paragraphs.
Call Distribution for the DEFINITY ECS with EAS
This additional layer of processing sorts the agents in the eligible-agent queue into 
multiple queues based on skill level. Agents with the skill assigned at higher-priority 
levels will appear in the eligible-agent queue ahead of agents with the skill assigned at 
lower-priority levels. The call will be delivered to the most idle most expert agent 
available, rather than to the most idle agent. 
Call Distribution for the DEFINITY G3V2 or later with EAS
For Generic 3 Version 2, Version 3, and Version 4 switches with EAS, the additional layer 
of call processing sorts the agents in the eligible-agent queue into primary and secondary 
skill groups, in effect, creating two eligible-agent queues for each skill. ACD software 
searches for an available agent extension in the primary skill group before searching the 
secondary skill group. An ACD call will only be distributed to an available agent in the 
secondary skill group if no agents are available in the primary skill group. Other aspects of 
MIA call distribution work the same as described above.
How Agents Handle Calls
An agent can receive split calls and, in most cases, personal calls that are not related to a 
split. Calls distributed to an agent’s voice terminal by the ACD feature on the switch are 
considered ACD calls. Calls dialed directly to an individual agent using the agent’s 
extension number (such as internal calls and DID extension calls) are called extension-in 
(EXT- IN) calls. Outgoing calls the agent makes are called extension-out (EXT-OUT) 
calls. EXT-IN and EXT-OUT calls are considered non-ACD calls. 
						

							DEFINITY ECS Release 8
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Things to Know Before You Start
The capability of a voice terminal to receive EXT-IN calls or to make EXT-OUT calls can 
be restricted through switch administration. The following descriptions of agent call 
handling assume that the Multiple Call Handling (MCH) feature is not assigned. Agent 
availability and call handling are different for splits assigned the MCH feature.
ACD calls are distributed only to available agent extensions. To be considered available, 
an agent must first staff an agent extension and then select a call-answering mode 
(automatic in or manual in). 
Staffing Agent Extension on the DEFINITY 
ECS/
DEFINITY G3 Without EAS
To staff an agent extension on the DEFINITY ECS or the Generic 3 switch without the 
EAS feature, an agent must dial a login access code or press the LOGIN button on the 
agent’s voice terminal. The agent must then dial a split number and a login ID. The login 
ID length, the login dial access code, and, if desired, the LOGIN button are assigned 
through switch administration. The split number may also be assigned to the LOGIN 
button or to another voice terminal button. 
Staffing Multiple Splits
An agent can log in from any extension assigned to a split. For the DEFINITY ECS and the 
Generic 3 switch, an agent can log into as many as three splits. To the switch and CentreVu 
CMS, each login counts toward the maximum number of agent members that can be 
measured. That is, if four agents are each logged into three splits, the agent member count 
is 12.
Agent Login
Agent login lets ACD (and CMS) know an extension is active and logged into the system 
(AUX work mode). Pressing the login button and then following the appropriate system 
login procedure makes the extension staffed in AUXWORK. This procedure varies with 
the type system you have.
Agent Logout
Agent logout lets ACD (and CMS) know an extension is no longer active.
Agent Request for Supervisor Assistance
When supervisor assistance is needed, an agent can press the ASSIST button or dial the 
ASSIST feature access code and the split/skill group number brings the designated person 
on line. On G2 the agent must place the current call on hold before pressing ASSIST. On 
G3 pressing ASSIST automatically places the current call on hold. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-20 Distributing and Handling Calls 
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Agent States and Call Answering Modes
Agent State is the current status of an agent. Work modes are the work function(s) the 
agent is performing at a given time.
When the agent is engaged in an ACD call, the agent is in the ACD agent state.
After staffing an extension, the agent is in the auxiliary work (AUX-WORK) mode, which 
is considered non-ACD work. 
MANUAL-IN versus AUTO-IN
In AUX-WORK mode, the agent is not yet available to receive ACD calls. To become 
available for ACD calls, the agent must press the MANUAL-IN or AUTO-IN button to 
select a call answering mode.
Table 1-1. Manual-In vs. Auto-In
MANUAL-IN The MANUAL-IN button tells the ACD that the agent extension is 
available for an ACD call. The ACD then distributes a call to the 
agent according to the established call distribution method. When 
the call ends, the agent automatically enters the After-Call-Work 
(ACW) state. While in ACW, the agent is not available to receive 
ACD calls. When ACW ends, the agent presses MANUAL-IN to 
receive another ACD call. The manual-in mode is most effective if 
an agent must perform call-related tasks after finishing each ACD 
call. MANUAL-IN dial access codes and voice terminal buttons are 
assigned through switch administration.
AUTO-IN  Like the
 MANUAL-IN button, the AUTO-IN button tells the ACD 
that the agent is available for an ACD call. However, when the call 
ends, the agent is immediately available for another ACD call 
according to the established call distribution method. The agent 
does not have to press any buttons to receive another ACD call. 
This type of call answering increases the number of calls that 
agents can answer in a given period of time and is most effective if 
agents have little or no call-related work to do after finishing each 
ACD call. The 
DEFINITY ECS Release 5 has a timed ACW feature 
for AUTO-IN operation. This option automatically puts the agent 
into ACW for a preset length of time at the end of an AUTO-IN call. 
When the time is up, the agent automatically becomes available to 
take an ACD call. MANUAL-IN and AUTO-IN dial access codes 
and voice terminal buttons are assigned through switch 
administration.