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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-13 Distrib uted Communic ations System (DCS) interactions Automatic Call Distrib ution (ACD) ,3-39 CentreVu Ad voc ate,3-77 Service Ob serving,3-145 Voic e Resp onse Integ ration (VRI),3-178 E Exp ert Ag ent Selec tion (EAS),3-78to3-85ag ent ad ministration,3-80ag ent log in IDs,3-82to3-83 call distribution,3-81c all handling p referenc e,3-81c onsid erations,3-83 d irec t ag ent announc ement (DAA) capabilities,3-79 forms,3-80 direct agent calling (DAC),3-82 expert ag ent d istrib ution (EAD),3-81forms,3-78, 3-124interactions Abbreviated Dialing (AD) ,3-83 Ad d /Remove Skills,3-6, 3-83 Ad ministration without Hard ware (AWOH),3-83 Ag ent Call Hand ling,3-21 AUDIX,3-83 Auto Availab le Split (AAS),3-84 automatic answering,3-84 Best Servic e Routing (BSR),3-54 Call Forward ing,3-84 Call Park,3-84 Call Pic kup,3-84 Class of Restric tion (COR),3-84 Class of Servic e (COS),3-84 directed call pickup,3-84 Leave Word Calling (LWC),3-85 Look Ahead Interflow (LAI),3-85 message waiting lig hts,3-85 Queue Status Ind ications,3-85 Service Ob serving,3-85 sup ervisor assist,3-83 VDN of Orig in Announc ement (VOA),3-172 Voic e Resp onse Integ ration (VRI),3-178 Voic e Terminal Disp lay,3-85 Vu St a t s,3-85 work mod es,3-83 Multiple Call Handling (MCH),3-108p ersonal calls,3-83uniform c all d istribution (UCD),3-81 vector ad ministration,3-80Vector Direc tory Numb er (VDN) ad ministration,3-80Exp ert Ag ent Selec tion–p referenc e hand ling d istribution (EAS–PHD) Add/Remove Skills ,3-7Vu Sta t s,3-207
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Index IN-14 F Fac ility Busy Ind ication interactions Call Vec toring ,3-66 Fac ility Restric tion Levels (FRL) and Traveling Class Marks (TCM) interactions Call Vec toring ,3-66, 3-68 Look Ahead Interflow (LAI),3-106 Fa c i l i t y Te s t C a l l s interactions Call Vec toring ,3-66 failures voic e resp onse units (VRU),3-121 feature access codes (FAC) ag ent log in,3-10skill c hanges,3-6 Feature-Related System Parameters form,4-16first announc ements,3-31forc ed d isc onnec ts,3-33 forc ed first announc ements,3-31formsVDN in a Coverage Path,3-163 H headsets Ag ent Call Hand ling,3-19automatic answering,3-19 Historic al Sp lit rep ort,3-124Hold interactions Automatic Call Distrib ution (ACD) ,3-39 Call Prompting,3-60 Service Ob serving,3-145 VDN of Orig in Announc ement (VOA),3-172 Voic e Resp onse Integ ration (VRI),3-178 Hold —Automatic interactions Multip le Call Hand ling (MCH) ,3-112 Voic e Resp onse Integ ration (VRI),3-178 host routing,3-91 Hunt Group s ACD sp lits,3-25interactions VDN in a Coverag e Path ,3-166 VDN of Orig in Announc ement (VOA),3-172 Voic e Resp onse Integ ration (VRI),3-179
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Index IN-15 I Inb ound Call Management (ICM),3-86to3-92ad juncts,3-86, 3-91 ap p lications ad junc t ap p lic ations,3-88 ag ent d ata screen d elivery,3-88 Call Prompting,3-88 Calling Party Numb er/Billing Numb er (CPN/BN),3-88 d irec t ag ent calling (DAC),3-88 voic e resp onse units (VRU),3-88 c onfig urations,3-89to3-90c onsid erations,3-92 CONVERSANT voic e information system (CVIS),3-86displays,3-86forms,3-87 host ap p lic ations,3-86host routing,3-91integ ration with speech delivery,3-90 interactions Call Prompting,3-60, 3-92 d irec t ag ent calling (DAC),3-92 Look Ahead Interflow (LAI),3-106 Priority Calling,3-92 Redirection on No Answer (RONA),3-130 Ind ividual Attend ant Acc ess interactions Automatic Call Distrib ution (ACD) ,3-39 Call Vec toring,3-66 Information Forward ing,3-93to3-98 Ad ministering UUI Transp ort,3-94Determining User Information Need s,3-96interactions Best Servic e Routing ,3-93 Shared UUI Ad ministration,3-95 Sup p ort of New Features,3-94Te st i ng,3-97Troub leshooting,3-97 UUI Transport,3-93Integrated Direc tory interactions Call Vec toring ,3-66 Service Ob serving,3-145 Vu St a t s,3-207 Inter-PBX Attend ant Servic e (IAS) interactions Call Vec toring ,3-66 Intercep t Treatment interactions Call Vec toring ,3-66 Intercom—Dial interactions Automatic Call Distrib ution (ACD) ,3-39 Internal Automatic Answer (IAA) interactions Automatic Call Distrib ution (ACD) ,3-39
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Index IN-16 Inter-PBX Attend ant Servic e (IAS) interactions Call Vec toring ,3-66 Intraflow and Interflow,3-99to3-101ACD c all red irec tion op tions,3-99interactions Automatic Call Distrib ution (ACD) ,3-39 Call Coverag e,3-101 Call Vec toring,3-67 Temp orary Bridg ed Ap p earanc e,3-101 ISDN interactions Voic e Resp onse Integ ration (VRI) ,3-179 L Least Oc cup ied Agent CentreVu Ad voc ate,3-69 Least Oc cup ied Agent (LOA),3-81Leave Word Calling (LWC) interactions Call Vec toring ,3-67 Exp e r t A g e nt Sel e c t i on ( EAS),3-85 Service Ob serving,3-145 log ic al ag ent IDs,3-135log ins Ag ent Call Hand ling,3-10 Auto Availab le Sp lit (AAS),3-22Automatic Call Distrib ution (ACD),3-10Ex p e r t A g e n t Se le c ti o n ( EA S),3-82 logouts (agent) Ag ent Call Hand ling,3-10Auto Availab le Sp lit (AAS),3-23 Automatic Call Distrib ution (ACD),3-10AUX Reason Cod es,3-117Red irec tion on No Answer (RONA),3-125 Look Ahead Interflow (LAI),3-102to3-107see also Call Vec toring interactions AAR and ARS ,3-104 Ag ent Terminal Disp lay,3-104 Attend ant Control of Trunk Group Ac c ess,3-104 Authorization Cod es,3-104 Basic Call Manag ement System (BCMS),3-104 Call Detail Record ing (CDR),3-105 Call Prompting,3-105 Centralized Attendant Service (CAS),3-106 Exp e r t A g e nt Sel e c t i on ( EAS),3-85 Fac ility Restric tion Levels (FRL) and Traveling Class Marks (TCM),3-106 Inbound Call Manag ement (ICM),3-106 Service Ob serving,3-146 Trunk to Trunk Transfer,3-107 VDN of Orig in Announc ement (VOA),3-172 VDN Override,3-107 Voic e Resp onse Integ ration (VRI),3-179 testing,3-103
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Index IN-17 Look-Ahead Interflow interactions VDN in a Coverag e Path ,3-166 Luc ent Tec hnolog ies Centers of Exc ellence,xixCorp orate Security,xix National Customer Care Center Supp ort Line,xixTechnic al Desig n Center,3-92Technic al Servic e Center,xix M manual answer, see und er ag ents manual-in work mod es,3-12 MEGACOM 800 service,3-37messag e c enters Red irec tion on No Answer (RONA),3-130 Voic e Response Integration (VRI),3-179messag e collection options,3-58messag e waiting lig hts Ex p e r t A g e n t Se le c ti o n ( EA S) ,3-85most idle ag ents (MIA) ac ross sp lits or skills,3-28 ac ross sp lits/skills,3-35MIA algorithm,3-81q ueues,3-12 skills,3-81sp lits,3-81move ag ent requests,3-146 Move Agent While Staffed interactions CentreVu Ad voc ate ,3-77 multiapp earance phones Ag ent Call Hand ling,3-15 Multiapp earance Preselec tion and Preferenc e interactions Automatic Call Distrib ution (ACD) ,3-39 Multip le Call Hand ling (MCH),3-108to3-113ap p lications,3-108 c onsid erations,3-111example,3-110 forms,3-108interactions Ag ent Call Hand ling,3-21 call work codes (CWC),3-112 d irec t ag ent calling (DAC),3-112 Exp e r t A g e nt Sel e c t i on ( EAS),3-108 Hold —Automatic,3-112 move agent while staffed,3-112 nonACD c alls,3-112 q ueues,3-112 Redirection on No Answer (RONA),3-113, 3-130 restricted line ap p earanc e,3-113 Service Ob serving,3-146 stroke c ounts,3-112
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Index IN-18 Multip le Call Hand ling (MCH), (c ontinued ) setting s many forc ed ,3-110 on req uest sp lits/skills,3-109 one forc ed,3-109 one p er skill MCH,3-109 work modes,3-111Multip le Skill Queuing interactions CentreVu Ad voc ate ,3-77 multip le sp lits, see und er splits music on d elay ,3-146Music on Hold Access interactions Redirection on No Answer (RONA) ,3-130 Service Ob serving,3-146 Voic e Resp onse Integ ration (VRI),3-179 N National Customer Care Center Sup port Line,xixNATO timers,3-132 Next buttons,3-191Nig ht Servic e hunt group night service Automatic Call Distrib ution (ACD) ,3-39 interactions Basic Call Manag ement System (BCMS) ,3-43 Call Vec toring,3-67 Service Ob serving,3-146 VDN in a Coverag e Path,3-166 night station servic e Redirection on No Answer (RONA) ,3-131 nonACD calls,3-112 nonvector controlled sp lits, see under sp lits numb er of q ueued calls (NQC) hunt groups ,3-115 O old est queued times (OQT),3-115 P Perc ent Allocation CentreVu Ad voc ate,3-69 Personal CO lines (PCOL) interactions VDN in a Coverag e Path ,3-166 Phone Disp lay interactions Automatic Call Distrib ution (ACD) ,3-40
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Index IN-19 p hones b utton assig nments ,3-18Pred ic ted Wait Time CentreVu Ad voc ate,3-69 Priority Calling interactions Call Vec toring ,3-67 Inbound Call Manag ement (ICM),3-92 priority queuing,3-34processor data modules (PDM),3-57Prop erty Manag ement System (PMS) Interfac e interactions Call Vec toring ,3-67 Q Queue Status Ind ic ations,3-114to3-115interactions Attend ant Disp lay ,3-115 Call Manag ement System (CMS),3-115 Exp e r t A g e nt Sel e c t i on ( EAS),3-85 Redirection on No Answer (RONA),3-131 Voic e Terminal Disp lay,3-115 Vu St a t s,3-207 oldest q ueued times (OQT),3-115q ueues most id le agents (MIA),3-12 Multiple Call Handling (MCH),3-112numb er of queued c alls (NQC),3-115oldest q ueued times (OQT),3-115 p riority levels,3-34Red irec tion on No Answer (RONA),3-131sp lit,3-33 status ind ications,3-34status ind icators,3-6, 3-207Voic e Response Integration (VRI),3-174, 3-180 R R2 multifrequenc y c omp elled (MFC) sig naling Voic e Response Integration (VRI) ,3-180Reason Cod e Names form,4-21Reason Cod es,3-116to3-119 auxiliary (AUX) work mod es,3-117c onsid erations,3-118default codes,3-118 forced reason c od es,3-117forms,3-116interactions Abbreviated Dialing (AD) ,3-119 Auto Availab le Split (AAS),3-119 Basic Call Manag ement System (BCMS),3-119 Call Manag ement System (CMS),3-119 CallVisor ASAI,3-119
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Index IN-20 Reason Cod es, interac tions, (continued ) d irec t ag ent calling (DAC) ,3-119 multip le skills,3-119 Redirection on No Answer (RONA),3-119 Vu St a t s,3-207 req uested reason c odes,3-117 Rec orded Announcement interactions Call Vec toring ,3-67 Service Ob serving,3-146 Red irec tion on No Answer (RONA),3-120to3-132ap p lications,3-121auxiliary (AUX) work mod es,3-121 c onsid erations,3-125forms,3-120home ag ents,3-122 interactions Ab and oned Call Searc h,3-125 ag ent logout,3-125 ag ent work mod es,3-126 ag ents in multip le sp lits,3-125 attendant return call,3-127 Auto Availab le Split (AAS),3-125 automatic answering,3-128 Basic Call Manag ement System (BCMS),3-124 Best Servic e Routing (BSR),3-55 Call Coverag e,3-128 Call Detail Record ing (CDR),3-128 Call Forward ing,3-129 Call Manag ement System (CMS),3-124 Call Pic kup,3-129 Call Vec toring,3-67, 3-129 c alled number displays,3-129 c alling numb er d isp lays,3-129 CallVisor ASAI,3-126 d elay announc ements,3-129 d irec t ag ent calling (DAC),3-130 d irec t d ep artment c alling (DDC),3-130 home ag ents,3-130 Inbound Call Manag ement (ICM),3-130 message c enter/server servic e,3-130 Multip le Call Hand ling (MCH),3-113, 3-130 Music on Hold Access,3-130 Nig ht Servic e,3-131 Queue Status Ind ications,3-131 q ueues,3-131 Reason Cod es,3-119 Service Ob serving,3-146 stations,3-131 VDN in a Coverag e Path,3-166 VDN of Orig in Announc ement (VOA),3-172 Voic e Messag ing Systems,3-127 Voic e Resp onse Integ ration (VRI),3-131, 3-180 NATO timers,3-132 rep orts,3-124
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Index IN-21 Red irec tion on No Answer (RONA), (c ontinued ) returning AAS ag ents to service ,3-124ringing c all timers,3-131routing sequences,3-123 sp lit lamp ind ic ators,3-124timer descriptions,3-132timer interac tions,3-132 vector d irec tory numb ers (VDN),3-120voic e resp onse unit (VRU) ap plications,3-121wait answer supervision timers (WAST),3-132 reg ulations (for Service Ob serving),3-133Release b uttons,3-18Remote Acc ess Service Ob serving ,3-136remote service observing,3-136restric ted line ap pearanc es,3-113 ring ping tones,3-34Ring b ac k Queuing interactions Call Vec toring ,3-67 ring ing c all timers,3-131 route-to vector command s,3-82 S second announc ements,3-32 security alerts Service Ob serving,3-141Voic e Response Integration (VRI),3-176 Send All Calls (SAC) interactions Call Vec toring ,3-67 Servic e Level Supervisor CentreVu Ad voc ate,3-69 Servic e Objective CentreVu Ad voc ate,3-70Servic e Observing,3-133to3-147 ac tivation allowed (after ob serve ac tivated ),3-139ac tivation allowed (at time of ac tivation),3-139button light indicators,3-137 b utton restric tions,3-140conferenced calls,3-143 c onsid erations,3-142indic ators (to ob servers),3-137ineligib ility,3-142 interactions Ad d /Remove Skills,3-146 assists,3-144 Attend ant Call Waiting,3-145 Automatic Call Distrib ution (ACD),3-36 Basic Call Manag ement System (BCMS),3-144 Bridged Call Appearance,3-144 Busy Verification of Terminals and Trunks (Verify),3-144 Call Coverag e,3-145 Call Manag ement System (CMS),3-145 Call Park,3-145
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Index IN-22 Servic e Observing, interac tions, (continued ) Call Pic kup ,3-145 call work codes (CWC),3-145 CallVisor ASAI,3-144 c onverse c ommand s,3-145 d ialed number id entific ation servic e (DNIS),3-145 d irec t ag ent calling (DAC),3-145 Distributed Communications System (DCS),3-145 Exp e r t A g e nt Sel e c t i on ( EAS),3-85 groups,3-146 Hold,3-145 Integ rated Directory,3-145 Leave Word Calling (LWC),3-145 Look Ahead Interflow (LAI),3-146 move agents,3-146 Multip le Call Hand ling (MCH),3-146 Music on Hold Access,3-146 Nig ht Servic e,3-146 Rec ord ed Announc ement,3-146 Redirection on No Answer (RONA),3-146 VDN in a Coverag e Path (VICP),3-146 VDN of Orig in Announc ement (VOA),3-146, 3-172 Voic e Resp onse Integ ration (VRI),3-180 Voic e Terminal Disp lay,3-147 Vu St a t s,3-147, 3-207 zip tones,3-147 logic al ag ent IDs,3-135 multiple ob servers,3-143ob servab ility,3-142ob serving remotely,3-136 reg ulations,3-133Remote Access,3-136security alerts g eneral sec urity ,3-141 remote acc ess sec urity,3-142 VDN call sec urity,3-141 vec tor initiated sec urity,3-141 Service Ob serving b uttons,3-134 skills,3-142sp lits,3-142 transferred c alls,3-144trunk calls,3-143vector d irec tory numb ers (VDN),3-133, 3-135to3-136 warning tones,3-134SIT Treatment for Call Classific ation form,4-22to4-23skills ag ent skill level routing ,3-81auxiliary (AUX) work mod es,3-121c all handling p referenc es,3-35 c onverse skills,3-175multiple skills,3-119on req uest MCH settings,3-109 Reason Cod es,3-119Red irec tion on No Answer (RONA),3-120, 3-123Service Ob serving,3-142