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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-23 skills, (continued ) setting s many forc ed MCH ,3-110 one forc ed MCH,3-109 one p er skill MCH,3-109 vector c ontrolled skills,3-181voic e resp onse units (VRU),3-175 Vu Sta t s,3-206sp eakerp hones,3-19sp ecial information tones (SIT),4-22 sp eec h p rocessing ad junc ts,3-90sp lits ACD sp lit q ueues,3-30 ACD sp lits,3-19, 3-25, 3-36, 3-120ad junct c ontrolled,3-126auxiliary (AUX) work mod es,3-121 bridging,3-20c onverse sp lits,3-171, 3-175login sp lit numb ers,3-10 multiple sp lits Automatic Call Distrib ution (ACD),3-19 Redirection on No Answer (RONA),3-125 nonvec tor c ontrolled splits Ag ent Call Hand ling ,3-18 Automatic Call Distrib ution (ACD),3-30 Voic e Resp onse Integ ration (VRI),3-179 on req uest MCH settings,3-109q ueues,3-33Red irec tion on No Answer (RONA),3-120, 3-123 Service Ob serving,3-142setting s many forc ed MCH,3-110 one forc ed MCH,3-109 supervisors,3-13, 3-25vector c ontrolled splits,3-12, 3-37, 3-181voic e resp onse units (VRU),3-175 Vu Sta t s,3-182, 3-199stations Red irec tion on No Answer (RONA),3-131 statistic s, see Vu St a t s stroke c ounts Call Management System (CMS) ,3-14 forced entry,3-15Multiple Call Handling (MCH),3-112 sup ervisor assist buttons ,3-14 Exp e r t A g e nt Sel e c t i on ( EAS),3-83 Service Ob serving,3-144 VDN of Orig in Announc ement (VOA),3-173 sp lit assignments,3-25system measurements Basic Call Management System (BCMS) ,3-43Voic e Response Integration (VRI),3-181System report,3-124 System Status report,3-124
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Index IN-24 T T1 c onnec tivity,3-179 Tec hnical Service Center,xixtelep hony services servers,3-86Temporary Bridged Appearance interactions Intraflow and Interflow ,3-101 Terminating Extension Group (TEG) interactions Automatic Call Distrib ution (ACD) ,3-40 Terminating Extension Group s interactions VDN in a Coverag e Path ,3-167 Time of Day (TOD) Routing interactions Call Vec toring ,3-67 timed after call work (ACW) Ag ent Call Hand ling,3-13, 3-18Call Vectoring,3-68 c anc elling,3-13vector d irec tory numb ers (VDN),3-13Timed Remind er and Attend ant Timers interactions Call Vec toring ,3-68 TN744 c all classifier c irc uit pac ks,4-22TN750C announc ement b oard c ircuit p acks,3-170tones c all waiting ,3-34incoming c all ID,3-19ring p ing,3-34 sp ec ial information tones (SIT),4-22warning,3-134zip,3-19, 3-34, 3-82 touc h tone dialing Voic e Response Integration (VRI),3-181trad emarks,xiv Transfer interactions Ag ent Call Hand ling ,3-21 Automatic Call Distrib ution (ACD),3-40 Call Prompting,3-60 Call Vec toring,3-68 VDN in a Coverag e Path,3-167 VDN of Orig in Announc ement (VOA),3-173 Voic e Resp onse Integ ration (VRI),3-181 trunk g roup s Service Ob serving trunk ,3-146Vu Sta t s,3-205Trunk to Trunk Transfer interactions Look Ahead Interflow (LAI) ,3-107
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Index IN-25 U uniform c all distrib ution (UCD) Automatic Call Distrib ution (ACD) ,3-28Voic e Response Integration (VRI),3-181Universal Call ID (UCID),3-148to3-162 Ad ministering UCID,3-159Before you ad minister UCID,3-157creating,3-149 interactions Distributed Communications System (DCS),3-157 Remote AUDIX,3-157 purpose,3-148 Ta nd e m Ca ll s,3-157testing,3-162tracking c omp lex c onference ,3-152 CONVERSANT b efore DEFINITY,3-156 DEFINITY before CONVERSANT,3-152to3-153 inc oming trunk c alls,3-150 outg oing trunk calls,3-151 simple transfer or conferenc e,3-151 station-to-station calls,3-150 transmitting,3-149 Troub leshooting,3-162 V VDN in a Coverag e Path,3-163to3-167 c onsid erations,3-163forms,3-163interactions AAR/ARS Partitioning ,3-164 ASAI,3-164 Attend ant,3-164 AUDIX,3-164 Automatic Call Distrib ution (ACD),3-164 Call Coverag e,3-164 Call Foward ing,3-165 Call Park,3-165 Call Vec toring,3-68, 3-165 Class of Restric tion (COR),3-166 Conferenc e,3-166 Consult,3-166 Hunt Groups,3-166 Look-Ahead Interflow,3-166 Nig ht Servic e,3-166 Personal CO lines (PCOL),3-166 Redirection on No Answer (RONA),3-166 Terminating Extension Group s,3-167 Tr an sf e r,3-167 Voic e Terminal Disp lay,3-167
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Index IN-26 VDN in a Coverag e Path (VICP),3-163 interactions Service Ob serving,3-146 VDN of Origin Announcement (VOA),3-168to3-173auxiliary trunks (aux-trunks),3-170c onsid erations,3-169 detailed description,3-168distribution,3-173forms,3-168 interactions Ag ent Call Hand ling,3-171 Auto Availab le Split (AAS),3-171 Automatic Wakeup,3-172 Call Coverag e,3-171 Call Forward ing,3-171 Call Pic kup,3-171 CallVisor ASAI ad junc t routing,3-171 Conferenc e—Terminal,3-171 c onverse sp lits,3-171 Data Restriction,3-172 d irec t ag ent calling (DAC),3-172 Exp e r t A g e nt Sel e c t i on ( EAS),3-172 Hold,3-172 home ag ents,3-172 Hunt Groups,3-172 Look Ahead Interflow (LAI),3-172 Redirection on No Answer (RONA),3-172 Service Ob serving,3-146, 3-172 sup ervisor assists,3-173 Tr an sf e r,3-173 multiple announc ement b oard s,3-170 setting up VOAs,3-169vector d irec tory numb er (VDN) overrid e,3-169VOA Rep eat buttons,3-169 VDN Overrid e interactions Look Ahead Interflow (LAI) ,3-107 vector commands Call Prompting,3-58 Call Vectoring,3-61Inb ound Call Manag ement (ICM),3-91 vector controlled sp lits, see und er sp lits Vec tor Direc tory Numb er form,4-24to4-29ad ministration command s,4-24 imp lementation notes–list,4-28instructions,4-24sc reen–ad d /chang e,4-27to4-28 sc reen–list,4-28vector directory numbers (VDN) Ag ent Call Hand ling override,3-21 Red irec tion on No Answer (RONA),3-120Service Ob serving,3-133, 3-135to3-136timed after c all work (ACW),3-13 VDN rep orts,3-124VOA overrid e,3-169Voic e Response Integration (VRI),3-181 Vu Sta t s d a ta t yp e s,3-203
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Index IN-27 Vec tor Routing Tab le form,4-30to4-31 vector routing tab les,4-30Voice Messag ing Systems interactions Redirection on No Answer (RONA) ,3-127 Voic e Resp onse Integ ration (VRI),3-177 Voice Resp onse Integ ration (VRI),3-174to3-181audiotex ap p lic ations,3-174 CONVERSANT voic e information system (CVIS),3-174c onverse-on vec tor c ommand,3-174detailed description,3-175 dial ahead digits,3-175forms,3-175interactions Ag ent Call Hand ling ,3-21 ag ents,3-177 answer sup ervision,3-177 AUDIX,3-181 Auto Availab le Split (AAS),3-177 automatic answering,3-177 Basic Call Manag ement System (BCMS),3-178 Call Detail Record ing (CDR),3-178 Call Manag ement System (CMS),3-178 Call Park,3-178 Call Pic kup,3-178 Call Prompting,3-175 CallVisor ASAI,3-177 Class of Restric tion (COR),3-178 Conferenc e—Terminal,3-178 d irec t d ep artment c alling (DDC),3-178 Distributed Communications System (DCS),3-178 Exp e r t A g e nt Sel e c t i on ( EAS),3-178 Hold,3-178 Hold —Automatic,3-178 Hunt Groups,3-179 intraswitch CDR,3-179 ISDN,3-179 Look Ahead Interflow (LAI),3-179 message c enters,3-179 Music on Hold Access,3-179 nonvec tor c ontrolled sp lits,3-179 queuing,3-180 R2 multifreq uency comp elled (MFC) sig naling,3-180 record ed announcements,3-180 Redirection on No Answer (RONA),3-131, 3-180 Service Ob serving,3-180 system measurements,3-181 T1 connectivity,3-179 touc h tone d ialing,3-181 Tr an sf e r,3-181 uniform call d istrib ution (UCD),3-181 VDN display override,3-181 vec tor c ontrolled sp lits,3-181 Voic e Messag ing Systems,3-177 q ueues,3-174
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Index IN-28 Voice Resp onse Integ ration (VRI), (continued ) security alerts ,3-176voic e resp onse units (VRU),3-174voic e response units (VRU) failures ,3-121Inb ound Call Manag ement (ICM),3-88Red irec tion on No Answer (RONA),3-121 Voic e Response Integration (VRI),3-174Voic e Terminal Disp lay interactions Exp e r t A g e nt Sel e c t i on ( EAS) ,3-85 Queue Status Ind ications,3-115 Service Ob serving,3-147 VDN in a Coverag e Path,3-167 voic e terminals auto answer terminals ,3-23digital display,3-182VuSt at s,3-182to3-207 b utton lig ht flashes,3-190CALLMASTER d isp lay,3-182c onsid erations,3-206 d ata typ es,3-190ag ents and ag ent extensions,3-192 split d ata,3-199 tables,3-192 trunk g roup s,3-205 vec tor d irec tory numb ers (VDN),3-203 detailed description,3-189 display formats,3-190display intervals,3-189d isp lay linking,3-191 forms,3-183how information app ears,3-191information displayed,3-189 interactions Ad d /Remove Skills,3-6to3-7 Basic Call Manag ement System (BCMS),3-206 Call Manag ement System (CMS),3-206 Call Prompting,3-206 call work codes (CWC),3-206 c hanging skills,3-206 Exp e r t A g e nt Sel e c t i on ( EAS),3-85 Exp ert Ag ent Selection–p referenc e handling d istrib ution (EAS–PHD),3-207 Integ rated Directory,3-207 Queue Status Ind ications,3-207 Reason Cod es,3-207 Service Ob serving,3-147, 3-207 Next b uttons,3-191 statistical p eriod s,3-190text lab els,3-190threshold s,3-190 VuStats feature b uttons,3-185when information up d ates,3-191
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Index IN-29 VuSt at s D is p l a y For m at f or m,4-32to4-45 ad ministration command s,4-32instructions,4-32req uired and allowed field tables,4-39 sc reens,4-36VuStats feature display formats split d ata typ es ,4-42 trunk group data types,4-44 VDN data types,4-43 W wait answer sup ervision timers (WAST),3-132warning tones Service Ob serving ,3-134work modes b uttons,3-79 Ex p e r t A g e n t Se le c ti o n ( EA S),3-83Multiple Call Handling (MCH),3-111 X X.25 data modules,3-57 Z zip tones automatic answer mod e ,3-34CALLMASTER voice terminals,3-19d ata restricted ag ent extension,3-19 Ex p e r t A g e n t Se le c ti o n ( EA S),3-82Service Ob serving,3-147VDN of Orig in Announc ement,3-173
DEFINITY ECS Release 8 Guide to ACD Call Centers 555-233-503 Issue 2 December 1999 Index IN-30
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