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 
1-21 Distributing and Handling Calls 
1
Ringing versus Zip Tone for Incoming Calls
When a call arrives at a voice terminal, the agent may hear ringing or zip tone (beeping), 
depending on how the voice terminal is administered. Ringing is recommended when an 
agent answers calls using the handset. When a call connects to the agent’s voice terminal, 
the voice terminal rings, and the agent picks up the handset to answer the call.
Zip tone is recommended when the agent uses a headset to answer calls. (Zip tone can also 
be used with a handset, but the agent must hold the handset and listen for the zip tone.) 
When a call connects to an agent’s voice terminal, the agent hears one burst of zip tone for 
calls dialed directly to the split (or agent extension on the DEFINITY ECS and the Generic 
3 switch) and, without pushing any buttons, the agent greets the caller.
Ringing (called “manual answer” in switch administration) or zip tone (called “automatic 
answer” in switch administration) is established on a per-voice terminal basis through 
switch administration. 
Auxiliary Work (AUXWORK) and After-Call- Work (ACW)
To temporarily stop ACD calls from arriving at an agent’s voice terminal, an agent can 
press the Auxiliary Work (AUXWORK) or After-Call-Work (ACW) button. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-22 Distributing and Handling Calls 
1
AUXWORKThe agent is involved in non-ACD work, is on break, in a meeting 
or at lunch. CMS recognizes the extension as staffed but does not 
want ACD to route calls there for an extended time. AUX-IN 
implies that the extension received an extension-in call while in 
AUX. AUX-OUT implies that the agent placed an outgoing call 
while in AUX.
The
 AUXWORK button temporarily stops ACD calls from arriving 
at the agent’s voice terminal. The agent normally presses this 
button before doing non-ACD-related work such as taking a break 
or doing personal business. Instead of unstaffing the extension or 
logging off, an agent can press this button which places the agent 
in the auxiliary-work state. To receive ACD calls again, the agent 
presses the MANUAL-IN or AUTO-IN button.
The AUXWORK button (or the dial access code, if no button is 
available) is assigned through switch administration. On the 
DEFINITY ECS and the Generic 3 switch, if an agent is normally 
logged into more than one split, an AUXWORK button for each 
split may be assigned. Then, when the agent presses the 
AUXWORK button for a particular split, the agent will not receive 
calls from that split. However, the agent will still be available for 
calls from the other splits the agent is logged into.
Also, if an agent is logged into more than one split/skill and 
receives an ACD call for one split/skill, the agent is unavailable for 
calls for other splits/skills.
ACWThe agent is engaged in work associated with a call, but not on a 
call. ACW-IN implies that the station received a call while in ACW. 
ACW-OUT implies that the agent made an outgoing call while in 
ACW. 
The ACW (After Call Work) button is only available with the 
DEFINITY ECS and Generic 3 switches. This button temporarily 
stops ACD calls from arriving at the agent’s voice terminal. An 
agent who is in Auto-In mode presses this button during a call so 
that when the call is finished, the agent will not receive another 
ACD call and can, instead, do ACD call-related work such as filling 
out a form, completing data entry, or making an outgoing call. The 
lamp indicator next to the ACW button lights when the agent is in 
after- call-work. When in the manual-in mode, an agent 
automatically enters ACW when the call ends. However, if the 
agent needs to get out of Auto-In mode or the auxiliary work state 
to do additional call-related work, the agent can press the ACW 
button (or dial the appropriate access code). On the 
DEFINITY 
ECS and, Generic 3 switch, an agent can press the MANUAL-IN 
button (or dial the appropriate access code) while on an ACD call 
to automatically enter ACW when the call ends. If an agent is 
logged into more than one split, pressing the ACW button makes 
the agent unavailable for calls in all splits. 
CentreVu CMS 
considers the agent to be in the OTHER state for all splits other 
than the split in which the agent is currently in ACW. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-23 Distributing and Handling Calls 
1
Additional Agent State/Work Modes
Trunk States
Trunk State indicates the current status of a specific trunk, or the ability to change that 
state. Trunk states are:
UNSTAF Unstaffed (Agent State).
The agent is not logged in and being tracked by CMS.
DACDThe agent is on a direct agent ACD call.
DACWThe agent is in the after call work state for a direct agent ACD call.
OTHERThe agent is doing other work. If an agent is working in three 
splits/skills and receives a call from one, the ACD puts the agent in 
OTHER for the other two.
UNKNOWNCMS does not recognize the current state. Unknown remains until 
the condition is cleared, and/or the agent completes the current 
ACD call and any current ACW, or a current agent state message 
is sent to CMS from the switch.
RINGThe time a call rings at an agents voice terminal after leaving the 
queue and before the agent answers.
IdleThe trunk is waiting for a call.
SeizedThe trunk is seized by an incoming or outgoing call.
QueuedAn ACD caller has the trunk and is waiting for the agent to answer.
ConnThe agent and caller are connected in an ACD call.
AbandonedThe queued caller has just abandoned the call.
FwrdA queued call has been intraflowed outside the ACD or has been 
interflowed to another PBX/Switch.
MbusyMaintenance Busy, or out of service for maintenance purposes.
HoldThe agent has put the 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 
1-24 Distributing and Handling Calls 
1
Other Voice Terminal Buttons
This section describes other buttons that can be assigned to an agent’s voice terminal.
CALL 
APPEARANCEThese buttons are used to place (originate) and answer calls. Two 
status lamps (red and green) are next to each call appearance 
button. The red lamp lights when an agent presses an appearance 
button to make or answer a call. The green lamp flashes to 
indicate an incoming call. 
Except with Multiple Call Handling, incoming ACD calls always 
arrive at the first call appearance. However, voice terminals may 
be assigned more appearances to provide additional call-handling 
capabilities. For example, an agent can use a second call 
appearance to transfer or place calls since the line will be free of 
ACD calls. On a two-appearance voice terminal on the 
DEFINITY 
ECS and the Generic 3 switch, the second appearance can only 
be used to originate calls.
ADD SKILLFor the 
DEFINITY ECS and the Generic 3 Version 2 and later 
switches with EAS, logged-in agents or voice terminal users with 
console permissions can press this button to add a skill.
ALERT CHANGEFor the 
DEFINITY ECS and Generic 3 Version 4 and later 
switches, the lamp associated with this voice terminal button 
flashes when another user changes an agent’s assigned skills or 
moves an agent from his or her current split to a different split. The 
lamp does not flash when an agent changes his or her own skills 
from the voice terminal.
ASSISTPress this button to request help from the split supervisor. The 
ASSIST button automatically dials the split supervisor’s extension 
and connects the agent to the supervisor. On the 
DEFINITY ECS 
and Generic 3 switches, pressing the ASSIST button automatically 
puts the current call on hold.
AUDIO TROUBLE
For the DEFINITY ECS and Generic 3 switches, agents press this 
button to report a call with poor transmission quality to 
CentreVu 
CMS. The message the switch sends 
CentreVu CMS includes the 
agent’s extension, the trunk being used, and the time of day the 
trouble occurred. This information is reported in 
CentreVu CMS 
exception reports and is useful for trouble-shooting trunk and 
extension problems. For more information, see 
CentreVu Call 
Management System Release 3 Version 8 Administration 
(585-210-910). 
Stroke count button 0 is used for reporting audio difficulty. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-25 Distributing and Handling Calls 
1
CONFERENCEPress this button to add another person to a two-person call. For 
the 
DEFINITY ECS and Generic 3 switches, an agent with a multi- 
appearance voice terminal can add up to four additional people to 
a 2-person call. For the 
DEFINITY ECS, and single-appearance 
voice terminals on Generic 3 switches, only one person can be 
added. Single appearance voice terminals do not have a 
CONFERENCE button. Agents must use the RECALL button to 
conference a call. If an agent adds another agent into a 
conference call, the resulting conference is not considered an 
ACD call for the added agent. The ACD considers the added 
agent to be on an extension-in call.
CALL WORK 
CODEFor 
DEFINITY ECS and Generic 3 switches, agents press this 
button and enter up to 16 digits to record the occurrence of a 
customer-defined event. Call Work Codes are stored on 
CentreVu 
CMS, not on the switch. 
CALLER-INFOFor Generic 3 with the Call Prompting feature, agents press this 
button to display the digits collected by the last 
collect digits 
vector command.
EMERGENCYPress this button to report a malicious call to the controller. The 
controller can then trace the call.
HOLDPress this button to put a call on hold. The ACD will not send any 
more calls to an agent who has a call on hold. For switches with 
Multiple Call Handling, an agent can put an ACD or non-ACD call 
on hold and receive an ACD call by pressing the AUTO-IN or 
MANUAL-IN button. For the 
DEFINITY ECS, and Generic 3 
Version 4 and later switches, with Multiple Call Handling, multiple 
ACD calls can be delivered automatically to an agent in Auto-In or 
Manual-In work mode, provided that an unrestricted line 
appearance is available on the voice terminal.
Single appearance voice terminals do not have a HOLD button. 
Agents must use the RECALL button or the terminal’s switch-hook 
to put a call on hold. A single appearance voice terminal cannot be 
used to handle multiple ACD calls.
LOGOUTPress this button to unstaff the extension and end 
CentreVu CMS 
collection of agent data. If an agent pressed STAFFED to staff a 
voice terminal, pressing STAFFED again unstaffs the voice 
terminal. 
RECALLAgents using single-appearance voice terminals press the 
RECALL button to put calls on hold, transfer calls, and create 
conference calls.
RELEASEPress this button to disconnect a call.
REMOVE SKILLFor the 
DEFINITY ECS and Generic 3 Version 2 and later 
switches with EAS, logged-in agents or voice terminal users with 
console permissions can press this button to remove a skill. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-26 Distributing and Handling Calls 
1
STROKE COUNTAs many as nine STROKE COUNT buttons can be assigned. 
Agents press these buttons to record call events of interest. 
CentreVu CMS records and reports stroke-count information. 
Stroke count button 0 is reserved for audio difficulty.
TRANSFERAgents normally press the TRANSFER button to transfer calls to 
other agents or the split supervisor. This button is only available 
on multi-appearance voice terminals. 
Single-appearance terminal users must use the button or the 
terminal’s switch-hook. 
Agents can also use the TRANSFER button to transfer calls to 
external destinations. External transfer must be assigned to a 
voice terminal as a feature over and above the normal transfer 
feature. If an agent transfers a call to another agent, the call is not 
considered an ACD call for the agent receiving the call unless the 
transferring agent dialed a split extension, VDN, or agent login ID 
(an EAS capability known as Direct Agent calling). The ACD 
considers the agent receiving the transfer to be on an extension-in 
call. For the agent transferring a call, the call is counted as an 
EXT-OUT call.
VUSTATS (ECS, 
Generic 3)For the 
DEFINITY ECS and Generic 3 Version 3 and later 
switches, agents with display voice terminals press this button to 
display agent, split/skill, VDN, or trunk group data similar to that 
reported by 
CentreVu CMS. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-27 Distributing and Handling Calls 
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Queue Status Lamps
The lamps associated with the queue status buttons provide the following information:
Display Buttons
The following voice terminal buttons control the information that appears on the display:
Split Supervisor Voice Terminal Buttons
A split supervisor is normally assigned to each split. For the DEFINITY ECS and Generic 
3 switches, the capabilities to monitor agent performance, add and remove agents, and 
perform other split-related activities must be assigned with separate switch administration 
procedures.
NQCThe lamp associated with the NQC (Number of Queued Calls) 
button tells the agent that calls are in queue and when the number 
of calls in queue has met or exceeded the assigned queue 
threshold for the split. If no calls are in the split’s queue, the status 
lamp associated with the button is dark. When one or more calls 
are in queue, the lamp lights steadily. When the number of calls in 
queue reaches the assigned queue threshold, the lamp flashes on 
and off.
OQTThe lamp associated with the OQT (Oldest Queued Time) button 
tells the agent that calls are in queue and when the oldest call in 
queue has been waiting longer than the assigned wait time 
threshold (0 to 999 seconds) for the split. If no calls are in the 
split’s queue, the status lamp is dark. When calls are in queue, the 
lamp lights steadily. When the assigned wait time threshold has 
been met or exceeded by the oldest call in queue, the lamp 
flashes on and off. A flashing queue status lamp tells agents they 
need to handle calls more quickly. The thresholds that cause the 
lamps to flash and the voice terminal buttons are assigned through 
switch administration.
Auxiliary queue 
status lampsAn auxiliary queue status lamp indicates that either the Number of 
Queued Calls threshold or the Oldest Queued Time threshold has 
been reached. The lamp lights when the assigned threshold is met 
or exceeded. Unlike the lamps on a voice terminal, the auxiliary 
queue status lamp does not indicate when calls queue to the split.
NORMALPress this button to display information about the active call 
appearance. Press this button to display incoming call information 
(either an extension-in call or an intraflowed/interflowed call) for a 
different call appearance. Voice terminal 
display buttons are 
assigned through switch administration.
on tells the agent that  
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-28 ACD and Call Management Systems — BCMS, CMS R2 and CentreVu CMS 
1
Voice Terminal Button Definitions
The following voice terminal buttons are available only to the split supervisor’s extension:
ACD and Call Management Systems 
— BCMS, CMS R2 and CentreVu CMS
This section does the following:
nDescribes BCMS (Basic Call Management System)
nDescribes R2 CMS (Release 2 - Call Management System)
nDescribes R3 CMS (Release 3 - Call Management System)
nLists what CMS records and reports
nDescribes the four main ACD reporting databases. 
NIGHT SERVICE 
(ECS, Generic 3) The split supervisor presses this button to send all calls to night 
service. The Night Service may be Trunk Group Night Service or 
Split Night Service. Also, a separate button for each type of night 
service may be available.
RECORD ANNCT 
(ECS, Generic 3)The supervisor presses this button to either listen to or to record 
an announcement for the split.
SERVICE 
OBSERVEThe supervisor presses this button and dials an agent extension 
number to listen to conversations on the voice terminal. The 
Service Observe feature permits the supervisor to check an 
agent’s call- handling technique. An agent’s voice terminal may 
also be assigned the SERVICE OBSERVE button so that the 
agent can listen to another agent’s conversations. This capability 
is especially useful for agent training. Service observing can be set 
up for listening only or for both listening and talking.
The 
DEFINITY ECS and Generic 3 Version 3 and later switches 
offer the following enhancements to Service Observing:
· For switches with EAS, a logical agent ID, which is associated 
with an agent, not the voice terminal the agent is currently using, 
can be service observed.
· For switches with Call Vectoring, VDNs can be service observed.
· Feature Access Codes which allow service observing from an 
external location or from a voice terminal that does not have 
feature buttons can be assigned through switch administration.
VU STATS (ECS, 
Generic 3)For the 
DEFINITY ECS and Generic 3 Version 3 and later 
switches, split supervisors and agents with display voice terminals 
press this button to display agent, split/skill, VDN, or trunk group 
data similar to that reported by 
CentreVu CMS. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-29 ACD and Call Management Systems — BCMS, CMS R2 and CentreVu CMS 
1
Basic Call Management System (BCMS)
BCMS is an optional software package (residing on the PBX/switch) used to provide 
real-time and historical reports to assist in managing ACD splits/skills, agents 
(extensions), trunk groups and VDNs (G3 only). These reports, provided by the system, 
are a subset of those reports available with the CMS adjunct.
CentreVu Call Management System (CMS)
The CentreVu CMS is an adjunct that collects specific ACD data on measured splits/skills, 
measured agents, measured extensions, measured trunks and measured trunk groups for 
reporting purposes. If Call Vectoring is purchased, ACD will report on measured VDNs 
and Vectors. CMS provides call management performance recording and reporting. It can 
also be used to perform some ACD administration. CMS is used by customers to 
determine how well their customers are being served (i.e., speed of call answers, number 
of calls) and how efficient their call management operation is (i.e., agents versus traffic 
requirements).
How CMS Works with ACD
To collect information on ACD, CMS must be able to communicate with the ACD 
resident in the switch. The Switch to CMS Platform communication consists of electronic 
messages sent back and forth between the ACD switch and the CMS Platform via a data 
link. There are two types of messages:
nTranslations
Translations tell CMS the configuration of the ACD. This includes what data is 
measured (to be collected) and the ACD assignments.
nStatus Changes
Status Changes tell CMS when the states of agents or trunks change due to call 
activity. Occurrences are counted and durations are tracked.
NOTE:
CMS can also be used to change configurations within the ACD. Therefore, CMS 
can at times send translations back to the PBX. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-30 ACD Measurement 
1
What CMS Measures
CMS measures data on ACD splits, agents, extensions, trunks and trunk groups. If Call 
Vectoring is purchased, ACD will report on VDNs and Vectors.
nMain ACD reporting databases
—Agents
Agent states
— Splits/Skills
Events
Wo r k l o a d
Distribution
Split/Skill call totals
—Trunks
Trunk states
— Trunk Groups
Events
Wo r k l o a d
Distribution
Trunk call totals
ACD Measurement
This section describes how CentreVu CMS collects measured data on splits/skills, 
extensions, and so forth. The section contains the following topics:
nAssigning CentreVu CMS measurement of the ACD
nSwitch features that affect CentreVu CMS data.
Assigning CentreVu CMS Measurement of the 
ACD
CentreVu CMS collects data on splits/skills, agents, extensions, trunks, trunk groups, 
VDNs, and vectors. However, for CentreVu CMS to collect data, the appropriate items 
(splits/skills, extensions, and so on) must be identified as measured on the DEFINITY ECS 
or switch.