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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 Index IN-3 ag ent selec tion method s Least Occ upied Ag ent (LOA) ,3-29, 3-81ag entssee also most id le ag ents (MIA) ACD work mod es ,3-11, 3-126answering op tions,3-11automatic message waiting lig hts,3-36 capacities, see sizing c onsid erations Automatic Answer ,3-19 Automatic Call Distrib ution (ACD),3-19 data screen delivery applications,3-88g reatest need routing,3-81home ag ents Redirection on No Answer (RONA) ,3-122, 3-130 timed after call work (ACW),3-13 VDN of Orig in Announc ement (VOA),3-172 hunt group calls,3-19logins, see under log ins logouts, see under log outs move ag ent req uests ,3-24, 3-112multiple skills,3-119origination and termination restric tions,3-36 pacing,3-13, 3-18p ersonal calls,3-83sizing,3-16, 3-35 skill level routing,3-81supervisory assistanc e,3-13Voic e Response Integration (VRI),3-177 Vu Sta t s d a ta,3-192alg orithms Least Occ upied Ag ent (LOA),3-81 Most Id le Ag ent (MIA),3-81announcementssee also Record ed Announc ement and VDN of Origin Announcement (VOA) d elay announc ements ,3-129first,3-31forced first,3-31 rules,3-33second,3-32sp lits,3-30 Voic e Response Integration (VRI),3-180answer sup ervision Voic e Response Integration (VRI) ,3-177ASAI interactions VDN in a Coverag e Path ,3-164 AT&T Intelligent Call Proc essing (ICP) servic e,3-59 Attendant interactions VDN in a Coverag e Path ,3-164 attend ant interactions Redirection on No Answer (RONA) ,3-127 Attendant Call Waiting c all waiting tones ,3-34interactions Automatic Call Distrib ution (ACD),3-37 Service Ob serving,3-145
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Index IN-4 Attendant Control of Trunk Group Ac cess interactions Call Vec toring ,3-64 Look Ahead Interflow (LAI),3-104 Attendant Disp lay interactions Queue Status Ind ications ,3-115 Attendant Intrusion (Call Offer) interactions Automatic Call Distrib ution (ACD) ,3-38 Attendant Rec all interactions Call Vec toring ,3-64 Attendants interactions CentreVu Ad voc ate ,3-76 Audio Difficulty buttons,3-14aud io transmission q uality,3-14aud iotex ap p lic ations,3-174 AUDIX interactions Auto Availab le Split (AAS) ,3-23 CentreVu Ad voc ate,3-76 Exp e r t A g e nt Sel e c t i on ( EAS),3-83 VDN in a Coverag e Path,3-164 Voic e Resp onse Integ ration (VRI),3-181 Authorization Cod es interactions Call Prompting ,3-59 Call Vec toring,3-64 Look Ahead Interflow (LAI),3-104 auto answer terminals, see und er voice terminals Auto Available Sp lit (AAS) ,3-22to3-24interactions Ad d /Remove Skills,3-7 Ag ent Call Hand ling,3-20 AUDIX,3-23 auto answer terminals,3-23 Call Manag ement System (CMS),3-24 Exp e r t A g e nt Sel e c t i on ( EAS),3-84 Reason Cod es,3-119 Redirection on No Answer (RONA),3-125 VDN of Orig in Announc ement (VOA),3-171 Voic e Resp onse Integ ration (VRI),3-177 Auto Available Sp lits/Skills interactions CentreVu Ad voc ate ,3-76 auto-in work mod es,3-12, 3-22Automated Attend ant interactions Call Prompting ,3-58 automatic answering ag ent answering op tions ,3-11Ex p e r t A g e n t Se le c ti o n ( EA S),3-84hand sets,3-19 head sets,3-19Red irec tion on No Answer (RONA),3-128
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Index IN-5 automatic answering , (c ontinued ) sp eakerp hones ,3-19Voic e Response Integration (VRI),3-177Automatic Call Distrib ution (ACD),3-25to3-40 ACD sp lits, see under sp lits ag ents answering op tions ,3-11 c onsid erations,3-37log ins/log outs,3-10, 3-82sizing,3-35 announc ements,3-30, 3-33, 3-36c all handling p referenc es,3-35c hang ing hunt g roup s,3-37 c onsid erations,3-35d ialed numb er id entification service (DNIS),3-37direct agent calling (DAC),3-34 d irec t dep artment calling (DDC),3-28expert ag ent d istrib ution (EAD),3-29first announcements,3-31 forced disconnects,3-33forced first announc ements,3-31forms,3-27 interactions Attend ant Call Waiting,3-37 Attend ant Intrusion (Call Offer),3-38 Automatic Callb ac k (ACB),3-38 Call Coverag e,3-38 Call Forward ing,3-38 Class of Restric tion (COR),3-36 Data Call Setup,3-39 Data Restriction,3-39 Distributed Communications System (DCS),3-39 Hold,3-39 hunt group night service,3-39 Individ ual Attend ant Ac cess,3-39 Interc om—Dial,3-39 Internal Automatic Answer (IAA),3-39 Intraflow and Interflow,3-39 Multiap pearanc e Preselection and Preference,3-39 Phone Disp lay,3-40 Service Ob serving,3-36 Terminating Extension Group (TEG),3-40 Tr an sf e r,3-40 VDN in a Coverag e Path,3-164 leave word c alling messag es,3-36 MIA ac ross sp lits/skills,3-35preference handling distribution (EAS—PHD),3-29q ueue status indic ations,3-34 q ueues,3-30, 3-34second announc ements,3-32skills, see Exp ert Ag ent Selec tion (EAS) sp lit queues ,3-33sp lit supervisor,3-25trunk g roups,3-36 typic al arrangements,3-26uniform c all d istribution (UCD),3-28vector c ontrolled splits,3-37 work modes,3-11
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Index IN-6 Automatic Callb ac k (ACB) interactions Automatic Call Distrib ution (ACD) ,3-38 Call Vec toring,3-64 Automatic Wakeup interactions VDN of Orig in Announc ement (VOA) ,3-172 AUX Reason Cod es,3-116auxiliary (AUX) work modes Ag ent Call Hand ling,3-10 lights,3-12Reason Cod es,3-116to3-117Red irec tion on No Answer (RONA),3-121 skills,3-121sp lits,3-12, 3-121auxiliary queue warning lights,3-115 auxiliary trunks (aux-trunks),3-170Auxiliary Work b uttons,3-37 B Basic Call Manag ement System (BCMS),3-41to3-43interactions Ad d /Remove Skills,3-6to3-7 Best Servic e Routing (BSR),3-53 Call Manag ement System (CMS),3-43 CentreVu Ad voc ate,3-77 Look Ahead Interflow (LAI),3-104 Nig ht Servic e,3-43 Reason Cod es,3-119 Redirection on No Answer (RONA),3-124 Service Ob serving,3-144 system measurements,3-43 Voic e Resp onse Integ ration (VRI),3-178 Vu St a t s,3-206 rep orts,3-41 statistics,3-182BCMS Split (AGENT) Status rep ort,3-124BCMS/VuStats Log in IDs form,4-10to4-11 Best Servic e Routing (BSR),3-44to3-55ad ministering multi-site BSR,3-48 ad ministering single-site BSR,3-48b enefits of,3-44call vectoring,3-49 ag ent surp lus situations,3-50 c all surp lus situations,3-49 c ommand s for multi-site BSR,3-52 c ommand s for sing le-site BSR,3-51 interactions Ag ent Terminal Disp lay ,3-53 Basic Call Manag ement System (BCMS),3-53 BSR/LAI,3-53 Call Vec toring,3-53 Direc t Dep artment Calling,3-54 Exp e r t A g e nt Sel e c t i on ( EAS),3-54
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Index IN-7 Best Servic e Routing (BSR), interac tions, (continued ) Facility Restriction Levels ,3-54 Information Forward ing,3-93 ISDN,3-54 Manufac turer Sp ecific Information (MSI),3-54 Multi-Sp lit/Skill Queuing,3-54 Network Acc ess,3-54 Op e r at i ng Sup p o r t Sys t em In t er f a c e ( OSSI ),3-54 QSIG,3-55 Redirection on No Answer (RONA),3-55 Service Ob serving,3-55 Tr an sf e r,3-55 Trunk Cod e Ac cess (TAC),3-55 VDN Override,3-55 VDN Return Destination,3-55 Vu St a t s,3-55 network req uirements,3-47switc h req uirements,3-46types of,3-44 Bridged Call Appearance interactions Ag ent Call Hand ling ,3-20 Call Vec toring,3-64 Service Ob serving,3-144 Busy Verific ation of Terminals and Trunks (Verify) interactions Call Vec toring ,3-64 Service Ob serving,3-144 button assignments Ag ent Call Hand ling ,3-18VDN extensions,3-63 C Call Abandon interactions CentreVu Ad voc ate ,3-77 Call Center Ab and oned Call Searc h,3-4 Add/Remove Skills,3-6Ag ent Call Hand ling,3-8 Auto Availab le Sp lit (AAS),3-22Automatic Call Distrib ution (ACD),3-25AUX Reason Cod es,3-116 Basic Call Management System (BCMS),3-41Best Service Routing (BSR),3-44Call Management System (CMS),3-56 Call Prompting,3-58Call Vectoring,3-61CentreVu Ad voc ate,3-69 Ex p e r t A g e n t Se le c ti o n ( EA S),3-78Inb ound Call Manag ement (ICM),3-86Information Forward ing,3-93 Intraflow and Interflow,3-93Look Ahead Interflow (LAI),3-102
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Index IN-8 Call Center, (c ontinued ) Multiple Call Handling (MCH) ,3-108Queue Status Indic ations,3-114Red irec tion on No Answer (RONA),3-120 Universal Call ID (UCID),3-148VDN in a Coverag e Path (VICP),3-148VDN of Orig in Announc ement (VOA),3-168 Vu Sta t s,3-182Call Center features Voic e Response Integration (VRI),3-174 Call Center System Parameters form,4-12Call Coverag e interactions Ag ent Call Hand ling ,3-20 Automatic Call Distrib ution (ACD),3-38 Call Vec toring,3-64 Intraflow and Interflow,3-101 Redirection on No Answer (RONA),3-128 Service Ob serving,3-145 VDN in a Coverag e Path,3-164 VDN of Orig in Announc ement (VOA),3-171 Call Detail Rec ording (CDR) forced entry of ac count cod es (FEAC) Call Vec toring ,3-66 interactions Call Vec toring ,3-65 Look Ahead Interflow (LAI),3-105 Redirection on No Answer (RONA),3-128 Voic e Resp onse Integ ration (VRI),3-178 intraswitc h CDR,3-179 Call Forward ing c all forward ing —all c alls Automatic Call Distrib ution (ACD) ,3-38 Redirection on No Answer (RONA),3-129 interactions Ag ent Call Hand ling,3-20 Call Vec toring,3-64 Exp e r t A g e nt Sel e c t i on ( EAS),3-84 VDN in a Coverag e Path,3-165 VDN of Orig in Announc ement (VOA),3-171 call hand ling p referenc es,3-35, 3-81 Call Manag ement System (CMS),3-56to3-57CMS stroke c ounts,3-14 interactions Ab and oned Call Searc h,3-5 Ad d /Remove Skills,3-6 Auto Availab le Split (AAS),3-24 Basic Call Manag ement System (BCMS),3-43 Queue Status Ind ications,3-115 Reason Cod es,3-119 Redirection on No Answer (RONA),3-124 Service Ob serving,3-145 Voic e Resp onse Integ ration (VRI),3-178 Vu St a t s,3-206
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Index IN-9 Call Park interactions Call Vec toring ,3-65 Exp e r t A g e nt Sel e c t i on ( EAS),3-84 Service Ob serving,3-145 VDN in a Coverag e Path,3-165 Voic e Resp onse Integ ration (VRI),3-178 Call Pic kup directed call pickup ,3-84interactions Ag ent Call Hand ling,3-20 Exp e r t A g e nt Sel e c t i on ( EAS),3-84 Redirection on No Answer (RONA),3-129 Service Ob serving,3-145 VDN of Orig in Announc ement (VOA),3-171 Voic e Resp onse Integ ration (VRI),3-178 Call Promp ting,3-58to3-60 ap p lications Automated Attend ant,3-58 c aller information forward ing (CINFO) routing,3-58 d ata c ollec tion,3-58 d ata in/voice answer (DIVA) c apab ility,3-58 Inbound Call Manag ement (ICM),3-88 message c ollec tion op tion,3-58 interactions Authorization Cod es,3-59 CallVisor ASAI,3-59 Hold,3-60 Inbound Call Manag ement (ICM),3-60, 3-92 Look Ahead Interflow (LAI),3-105 Tr an sf e r,3-60 Voic e Resp onse Integ ration (VRI),3-175 Vu St a t s,3-206 Call Selec tion Overrid e d efault setting,3-70System Parameters DEFINITY form,3-70 Call Vec tor form,4-17to4-18Call Vec toring,3-61to3-68see also Look Ahead Interflow (LAI) interactions AAR and ARS ,3-64 Attend ant Control of Trunk Group Ac c ess,3-64 Attend ant Rec all,3-64 Authorization Cod es,3-64 Automatic Callb ac k (ACB),3-64 Best Servic e Routing (BSR),3-53 Bridged Call Appearance,3-64 Busy Verification of Terminals and Trunks (Verify),3-64 Call Coverag e,3-64 Call Detail Record ing (CDR),3-65 Call Forward ing,3-64 Call Park,3-65 Call Waiting Termination,3-65 Class of Restric tion (COR),3-65 Cod e Calling Acc ess,3-66 Conferenc e—Attend ant,3-66
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Index IN-10 Call Vec toring , interac tions, (c ontinued) Conferenc e—Terminal ,3-66 Data Restriction,3-66 Demand Print,3-63 Fac ility Busy Ind ic ation,3-66 Fac ility Restric tion Levels (FRL) and Traveling Class Marks (TCM),3-66, 3-68 Fac i li t y Tes t Ca l ls,3-66 forced entry of acc ount c od es (FEAC),3-66 Individ ual Attend ant Ac cess,3-66 Integ rated Directory,3-66 Interc ep t Treatment,3-66 Inter-PBX Attend ant Servic e (IAS),3-66 Intraflow and Interflow,3-67 Leave Word Calling (LWC),3-67 Nig ht Servic e,3-67 Priority Calling,3-67 Prop erty Manag ement System (PMS) Interfac e,3-67 Rec ord ed Announc ement,3-67 Redirection on No Answer (RONA),3-67, 3-129 Ring b ac k Queuing,3-67 Send All Calls (SAC),3-67 Time of Day (TOD) Routing,3-67 timed after call work (ACW),3-68 Timed Remind er and Attend ant Timers,3-68 Tr an sf e r,3-68 VDN in a Coverag e Path,3-68, 3-165 Call Waiting Termination interactions Call Vec toring ,3-65 call work c od es (CWC) Ag ent Call Hand ling,3-15, 3-20forced entries,3-15 lights,3-15Multiple Call Handling (MCH),3-112Service Ob serving,3-145 Vu Sta t s,3-206caller information forward ing (CINFO) routing Call Prompting,3-58 Calling Party Numb er/Billing Numb er (CPN/BN),3-88C A LL MA STER p h on e s Ag ent Call Hand ling ,3-11, 3-15C A LL MA STER v oi c e t e r mi na l s Ag ent Call Hand ling,3-19 Vu Sta t s d i sp la y,3-182CALLR-INFO buttons,3-59CallVisor ASAI interactions Ag ent Call Hand ling ,3-8, 3-20 Call Prompting,3-59 Reason Cod es,3-119 Redirection on No Answer (RONA),3-126 Service Ob serving,3-144 VDN of Orig in Announc ement (VOA),3-171 Voic e Resp onse Integ ration (VRI),3-177 CallVisor/PC,3-86Centers of Exc ellenc e,xix
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Index IN-11 CenterVu CMS,3-18, 3-20 central offic es (COs) Ab and oned Call Searc h,3-4timnely d isc onnect sup ervision,3-4 Centralized Attend ant Servic e (CAS) interactions Look Ahead Interflow (LAI) ,3-106 CentreVu Advocate,3-69to3-77c onsid erations,3-72 forms,3-71interactions Ad d /Remove Skill via FAC,3-76 Ag ent Hold,3-76 Ag ent Log in/Log out,3-76 Attend ants,3-76 AUDIX,3-76 Auto Availab le Splits/Skills,3-76 Basic Call Manag ement System (BCMS),3-77 Call Ab and on,3-77 Distributed Communications System (DCS),3-77 Move Ag ent While Staffed,3-77 Multip le Skill Queuing,3-77 Least Occ upied Ag ent,3-69Percent Alloc ation,3-69Pr e d ic t ed Wa i t Ti me,3-69 Service Level Sup ervisor,3-69Service Ob jec tive,3-70Class of Restric tion (COR) ACD sp lits ,3-36interactions Call Vec toring,3-65 Exp e r t A g e nt Sel e c t i on ( EAS),3-84 VDN in a Coverag e Path,3-166 Voic e Resp onse Integ ration (VRI),3-178 Class of Service (COS) interactions Exp e r t A g e nt Sel e c t i on ( EAS) ,3-84 Cod e Calling Ac c ess interactions Call Vec toring ,3-66 Conference interactions VDN in a Coverag e Path ,3-166 Conference—Attend ant interactions Ag ent Call Hand ling ,3-21 Call Vec toring,3-66 Conference—Terminal interactions Ag ent Call Hand ling ,3-21 Call Vec toring,3-66 VDN of Orig in Announc ement (VOA),3-171 Voic e Resp onse Integ ration (VRI),3-178 consid erations VDN in a Coverag e Path,3-163
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Index IN-12 Consult interactions VDN in a Coverag e Path ,3-166 conventions used,xiiiCONVERSANT voic e information system (CVIS) host/ad junc t c all routing,3-91 Inb ound Call Manag ement (ICM),3-86, 3-88Voic e Response Integration (VRI),3-174converse command s,3-145 converse-on vec tor command,3-174converse sp lits, see und er sp lits converse-on vec tor command,3-18 Corp orate Sec urity,xixCoverag e Incoming Call Id entific ation (ICI) incoming c all ID tones,3-19 D Data Call Setup interactions Automatic Call Distrib ution (ACD) ,3-39 d ata in/voic e answer (DIVA) c ap ability,3-58 Data Restric tion interactions Automatic Call Distrib ution (ACD) ,3-39 Call Vec toring,3-66 VDN of Orig in Announc ement (VOA),3-172 data screen delivery,3-89 d efault cod es,3-118Demand Print interactions Call Vec toring ,3-63 d ial ahead d ig its,3-175 d ialed numb er id entific ation servic e (DNIS),3-37, 3-145digital display voice terminals, see under voice terminals d irect agent c alling (DAC) Automatic Call Distrib ution (ACD) ,3-34c all handling p referenc es,3-35Ex p e r t A g e n t Se le c ti o n ( EA S),3-82 Inb ound Call Manag ement (ICM),3-88, 3-92Multiple Call Handling (MCH),3-112 Reason Cod es,3-119Red irec tion on No Answer (RONA),3-130RONA routing sequenc es,3-123 Service Ob serving,3-145VDN of Orig in Announc ement (VOA),3-172d irect d ep artment c alling (DDC) Automatic Call Distrib ution (ACD) ,3-28Red irec tion on No Answer (RONA),3-130Voic e Response Integration (VRI),3-178 d isconnect sup ervision,3-4d isconnects, forced,3-33displays RONA calling /c alled numb er disp lays ,3-129