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 
1-41 Exercise 3 — Automatic Call Distribution (ACD) 
1
Exercise 3 — Automatic Call 
Distribution (ACD)
Read the items below and complete as directed. If needed, refer back to the previous 
Guided Reading. When you finish, compare your answers to those presented on the back 
of this page.
Fill in the blank. In the space provided, write the term being described.
1. A signal sent to the serving CO by the switch telling the CO that an incoming call 
has been answered and that the CO should begin tracking charges if appropriate is 
referred to as _______________________________________________________
_________________________________________________________________.
2. When the CO processes all of the call digits of an incoming call, seizes a trunk 
from the appropriate trunk group, and connects the call directly to the destination 
identified in the switch software, it is called ______________________________
_________________________________________________________________.
3. An attendant or group of attendants that handles the calls for all switches in a 
network is called ____________________________________________________
_________________________________________________________________
4. A feature of the 800 number service that sends the dialed digits to the called 
destination and can indicate the type of a call to an agent is called _____________
_________________________________________________________________.
5. A system feature that allows messages to be stored for any ACD split/skill and 
allows for retrieval by a covering user of that split/skill or a system wide message 
retriever is referred to as ______________________________________________
_________________________________________________________.
6. An associated extension number of a split/skill, not normally dialed to reach a 
split/skill, but accessed through direct dialing is called ______________________
_________________________________________________________________. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-42 Exercise 3 Evaluation — Automatic Call Distribution (ACD) 
1
Exercise 3 Evaluation — Automatic 
Call Distribution (ACD)
Compare your answers to those presented below.
Fill in the blank. In the space provided, write the term being described.
1. A signal sent to the serving CO by the switch telling the CO that an incoming call 
has been answered and that the CO should begin tracking charges if appropriate is 
referred to as answer supervision.
2. When the CO processes all of the call digits of an incoming call, seizes a trunk 
from the appropriate trunk group, and connects the call directly to the destination 
identified in the switch software, it is called Automatic-in Processing.
3. An attendant or group of attendants that handles the calls for all switches in a 
network is called CAS (Centralized Attendant Service).
4. A feature of the 800 number service that sends the dialed digits to the called 
destination and can indicate the type of a call to an agent is called DNIS (Dialed 
Number Identification Service).
5. A system feature that allows messages to be stored for any ACD split/skill 
and allows for retrieval by a covering user of that split/skill or a system wide 
message retriever is referred to as Leave Word Calling.
6. An associated extension number of a split/skill, not normally dialed to reach a 
split/skill, but accessed through direct dialing is called QDN (Queue Directory 
Number). 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-43 Exercise 4 — The ACD Agent and ACD Trunk States 
1
Exercise 4 — The ACD Agent and 
ACD Trunk States
Read the items below and complete as directed. If needed, refer back to the previous 
Guided Reading. When you finish, compare your answers to those presented on the back 
of this page.
Fill in the blank. In the space provided, write the term being described.
1. The current status or work functions of an agent are known as ________________
_____________________________.
2. When the extension is engaged in an ACD call, the agent state is referred to as ___
_____________________________________________.
3. When the extension is logged in and able to accept an ACD call it is referred to as 
________________________________________________.
4. The agent enters into the _____________________________________________ 
mode upon disconnecting from an ACD call. The agent is not available for another 
ACD call until the manual-in button is depressed.
5. While in the ______________________________________________ work mode 
the agent becomes available for another call after an ACD call is disconnected.
6. While in ACW the agent placed an outgoing call. This is referred to as _________
_______________________________________.
7. The 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. This is referred to as ___________________________.
8. The agent will hear ringing when the next call comes in and goes off-hook to 
answer with ________________________________________________.
9. When the trunk is occupied by an incoming or outgoing call it is considered to be _
____________________________________________.
10. An ACD caller has the trunk and is waiting for the agent to answer, the trunk is 
considered to be _____________________________________________.
11. The agent and caller are connected in an ACD call, the term for the trunk status is 
_____________________________________________.
12. The queued caller has just disconnected the call. The term for this type of call is __
___________________________________________.
13. A queued call has been intraflowed outside the ACD or has been interflowed to 
another switch. The term for this status is ________________________________
_____________.
14. When an extension is maintenance busy, or out of service for maintenance 
purposes, the status code is ___________________________________________.
15. The agent has just put a call on hold. The status code for this is _______________
______________________________. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-44 Exercise 4 Evaluation — The ACD Agent and ACD Trunk States 
1
Exercise 4 Evaluation — The ACD 
Agent and ACD Trunk States
Compare your answers to those presented below.
Fill in the blank. In the space provided, write the term being described.
1. The current status or work functions of an agent are known as agent states or 
work modes.
2. When the extension is engaged in an ACD call, the agent state is referred to as 
ACD.
3. When the extension is logged in and able to accept an ACD call it is referred to as 
AVA I L  ( A v a i l a b l e ).
4. The agent enters into the After Call Work mode upon disconnecting from an 
ACD call. The agent is not available for another ACD call until the manual-in 
button is depressed.
5. While in the Auto-In work mode the agent becomes available for another call after 
an ACD call is disconnected.
6. While in ACW the agent placed an outgoing call. This is referred to as 
ACW-OUT.
7. The 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. This is referred to as AUX (Auxiliary Work).
8. The agent will hear ringing when the next call comes in and goes off-hook to 
answer with Manual Answer.
9. When the trunk is occupied by an incoming or outgoing call it is considered to be 
seized.
10. An ACD caller has the trunk and is waiting for the agent to answer, the trunk is 
considered to be queued.
11. The agent and caller are connected in an ACD call, the term for the trunk status is 
Conn.
12. The queued caller has just disconnected the call. The term for this type of call is 
abandoned.
13. A queued call has been intraflowed outside the ACD or has been interflowed to 
another switch. The term for this status is Fwrd.
14. When an extension is maintenance busy, or out of service for maintenance 
purposes, the status code is Mbusy.
15. The agent has just put a call on hold. The status code for this is 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 
1-45 Exercise 5 — BCMS and CentreVu CMS 
1
Exercise 5 — BCMS and CentreVu 
CMS
Read the items below and complete as directed. If needed, refer back to the previous 
Guided Reading. When you finish, compare your answers to those presented on the back 
of this page.
Fill in the blank. In the space provided, write the term being described.
1. This adjunct that collects call data for a switch resident ACD, provides call 
management performance recording and reporting, and can be used to perform 
some ACD administration is called _____________________________________
___________________________________________________.
2. The optional software package (residing on the switch) used to provide real-time 
and historical reports to assist in managing ACD splits, agents (extensions), trunk 
groups and VDNs (G3 only) is called ____________________________________
____________________________________________________. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Automatic Call Distribution (ACD) Basics — Overview and Exercises 
1-46 Exercise 5 Evaluation — BCMS and CentreVu CMS 
1
Exercise 5 Evaluation — BCMS and 
CentreVu CMS
Compare your answers to those presented below.
Fill in the blank. In the space provided, write the term being described.
1. This adjunct that collects call data for a switch resident ACD, provides call 
management performance recording and reporting, and can be used to perform 
some ACD administration is called CMS (Call Management System).
2. The optional software package (residing on the switch) used to provide real-time 
and historical reports to assist in managing ACD splits, agents (extensions), trunk 
groups and VDNs (G3 only) is called BCMS (Basic Call Management System). 
						

							DEFINITY Call Center Capacities for ACD Software and Related Features 
2-1 Introduction 
2
DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
2
DEFINITY Call Center Capacities for 
ACD Software and Related Features
Introduction
This chapter describes the ACD capacities of Lucent Technologies products. The section 
contains the following topics: 
nCapacity tables for DEFINITY ECS and Generic 3 switches, and CentreVu CMS
nMeasured extensions and multiple splits on a non-EAS switch
nMeasured and unmeasured trunks.
The tables in this chapter show:
1. Capacities for DEFINITY ECS Release 8
2. Capacities for DEFINITY ECS Release 7 and Release 6.3
3. Capacities for DEFINITY ECS Releases 5 and 6
4. Capacities for DEFINITY Generic 3 Versions 2 to 4 switches
5. Capacities for DEFINITY Generic 3 Version 1 switches
6. Maximum capacities supported on CentreVu CMS.
NOTE:
Your switch and CentreVu CMS are probably configured differently than the 
maximum values shown in ECS 5 and 6 capacities [1-45] and G3V2, G3V3, and 
G3V4 switch capacities [1-47]. Note these differences. You need to know your 
particular CentreVu CMS values before administering CentreVu CMS. Furthermore, 
if you have multiple ACDs, you cannot exceed the maximum capacities supported 
by CentreVu CMS across all ACDs. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY Call Center Capacities for ACD Software and Related Features 
2-2 DEFINITY ECS R8 Capacities 
2
DEFINITY ECS R8 Capacities
This table shows the capacities that are related to Call Center on the DEFINITY ECS R8.
Ta b l e  2 - 1 .DEFINITY ECS R8 Call Center Capacities
Item R8csi R8si R8r
Automatic Call Distribution (ACD)
Announcements per Split 2 2 2
Announcements per System 128 128 1000
Splits 99 99 999
ACD Members per Split 200 200 1500
Maximum Administered ACD members
11000* 1000 10000
Maximum ACD Agents (per system) When 
Each Logs Into:
2
   1 Split 500 500  5200
   2 Splits 500 500 5000
   3 Splits 333 333 3333
   4 Splits 250 250 2500
Logged-in Splits per Agent
3
   No CMS 4 4 4
   R2 or R3V1 CMS 3 3 3
   R3V2 or newer CMS 4 4 4
Queue Slots per Group
4200 200 999
Queue Slots per System
51500 1500 25000
Call Vectoring
Maximum Skills a to which a Call Can 
Simultaneously Queue333
Priority Levels 4 4 4
Recorded Announcements/Audio Sources 
for Vector Delay128 128 256
Steps per Vector 32 32 32
Vector Directory Numbers (VDNs) 512 512 20000
6
CMS Measured VDNs7512 512 20000
Vectors per System 256 256 999
Number of Collected Digits for Call 
Prompting or CINFO16 16 16 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY Call Center Capacities for ACD Software and Related Features 
2-3 DEFINITY ECS R8 Capacities 
2
Number of Dial-Ahead Digits for Call 
Prompting24 24 24
Vector Routing Tables 10 10 100
BSR Application-Location Pairs
81000 1000 1000
Expert Agent Selection (EAS)
Skill Groups 99 99 999
VDN Skill Preferences 3 3 3
Maximum Skills to which a Call Can 
Simultaneously Queue333
Maximum Administered Agent Login IDs
91500 1500 10000
Maximum Staffed Agent Login IDs
10500* 500 5200
Max Administered ACD Members (Login 
ID-skill pairs)
116000 6000 65000
Maximum Staffed ACD Members 1000* 1000 10000
Maximum Skills per Agent
   No CMS 20 20 20
   R3V2 through R3V4 CMS 4 4 4
   R3V5 or newer CMS 20 20 20
Skill levels (preferences) per Agent Skill 16 16 16
Maximum logged in EAS Agents (per 
system) When Each Has:
12
   1 Skill 500* 500 5200
   2 Skills 500* 500 5000
   4 Skills 250 250 2500
   10 Skills 100 100 1000
   20 Skills 50 50 500
Trunks and Trunk Groups
DS1 Circuit Packs 30* 30 166
Queue Slots for Trunks 198 198 1332
Measured Trunks in System 400* 400 4000
Trunk Group Hourly Measurements 25 25 75
Trunk Groups in the System 99 99 666
Trunk Members in Trunk Groups 99 99 256
Ta b l e  2 - 1 .DEFINITY ECS R8 Call Center Capacities
Item R8csi R8si R8r 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY Call Center Capacities for ACD Software and Related Features 
2-4 DEFINITY ECS R8 Capacities 
2
Basic Call Management System (BCMS)
Measured Agents or Login IDs 400 400 2000
Measured Agents per Split 200 200 999
Measured Splits 99 99 600
Measured Trunk Groups 32 32 32
Measured VDNs 99 99 512
Maximum Agents Displayed by Monitor 
BCMS Split Command
13100 100 100
Maximum BCMS Terminals 3 3 4
Maximum Active Maintenance Commands 
for System115
Maximum Simultaneous BCMS Terminals in 
Monitor Mode
14113
Reporting Periods
   Intervals 25 25 25
   Days 7 7 7
1. Also called administered agent-split pairs. Member capacity is used by ACD agents, 
Auto-Available Splits (AAS) ports (e.g., VRUs), non-ACD hunt groups (hunting groups with or 
without queues, Message Center Service, INTUITY/AUDIX, Remote AUDIX, etc.).
2. The number of agents that can log into the same split/skill is limited by the maximum Members 
per Group limits. Maximum agent limits are reduced by the number of non-ACD members and 
AAS ports administered and, with non-EAS, the additional splits assigned
3. An agent can be assigned more splits during administration but only this number can be 
simultaneously logged into.
4. Queue slots are shared across non-ACD, ACD (splits/skills) and AAS hunt groups.
5. See Note 4.
6. VDNs are counted as part of the miscellaneous extensions capacity. The total of VDNs, hunt 
groups, announcements, LDNs, TEGs, PCOL groups, access endpoints, administered TSCs 
and Code Calling IDs extensions and common shared extensions cannot exceed 20,317 for 
DEFINITY G3r. In addition, the total of stations (station extensions including ACD agent 
physical set extensions, Logical Agent IDs, and AWOH) assigned and the VDNs assigned can 
not exceed 25,000 for 
DEFINITY G3r. Also, the total of all extensions assigned for any purpose 
cannot exceed 36,065 for DEFINITY G3r.
7. With CentreVu CMS R3V8 (and earlier) when more than 2,000 VDNs are activated, permission 
checking is made inactive for viewing and modifying individual VDNs. All other permission 
checking continues for other entities, such as vectors. The 2-GB file size limit imposed by 
Informix SE (Standard Database Engine) limits the number of intervals of historical VDN data 
that can be collected for large numbers of VDNs. The limits can be determined using: 
Days=8,158/VI where V=number VDNs (in thousands) and I=number of collection intervals in a 
day (I=60h/i where h=collection hours per day and i=interval period in minutes).
8. BSR application numbers and location numbers are limited to a range of 1 to 255 (i.e., each is 
limited to 255).
Ta b l e  2 - 1 .DEFINITY ECS R8 Call Center Capacities
Item R8csi R8si R8r