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
DEFINITY Call Center Capacities for ACD Software and Related Features 
2-5 DEFINITY ECS R8 Capacities 
2
9. Total of the administered Login ID skill-pair members (total of the agent skills and AAS ports). 
This limit can be reached only if 4 skills or less are assigned per Login ID due to the ACD 
Members Administered (Login ID-skill pair) limits. The following shows this (for 
DEFINITY 
R6.3.3 or newer).
Max. Login IDs With:  csi/si  r
· 1 to 4 Skills Each 1,500 10,000
· 10 Skills Each  600 6,500
· 20 Skills Each  300 3,250
10. 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.
11. Total of the administered Login ID-skill pair members (for agents and AAS ports).
12. The number of agents that can log into the same 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.
13. The Monitor Split command will only display status for the first 100 agents logged into the split 
regardless of how many additional agents log into the split. 
14. 12.2 BCMS monitoring, being a maintenance command, is limited by the active maintenance 
commands limit, reduced by 2 in the “r” system configuration (since 2 active command slots are 
reserved for the INADS and SAT logins respectively).
* Software capacity limit cannot be achieved due to hardware capacity limits for this platform. 
						

							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 
2-6 DEFINITY ECS R7 and DEFINITY ECS R6.3 Capacities 
2
DEFINITY ECS R7 and DEFINITY ECS 
R6.3 Capacities
This table shows the capacities that are related to Call Center on the DEFINITY ECS R7 
and the DEFINITY ECS R6.3.
Ta b l e  2 - 2 .DEFINITY ECS R7 and DEFINITY ECS R6.3 Call Center Capacities
ItemR6.3/R7
csiR6.3/R7
siR6.3/R7
r
Automatic Call Distribution (ACD)
Announcements per Split 2 2 2
Announcements per System 128 128 256
Splits 99 99 600
ACD Members per Split 200 200 999
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 15000
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 8000
Vectors per System 256 256 512 
						

							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 
2-7 DEFINITY ECS R7 and DEFINITY ECS R6.3 Capacities 
2
Number of Collected Digits for Call 
Prompting or CINFO16 16 16
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 99 600
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
Ta b l e  2 - 2 .DEFINITY ECS R7 and DEFINITY ECS R6.3 Call Center Capacities
ItemR6.3/R7
csiR6.3/R7
siR6.3/R7
r 
						

							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 
2-8 DEFINITY ECS R7 and DEFINITY ECS R6.3 Capacities 
2
Trunk Members in Trunk Groups 99 99 256
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 - 2 .DEFINITY ECS R7 and DEFINITY ECS R6.3 Call Center Capacities
ItemR6.3/R7
csiR6.3/R7
siR6.3/R7
r 
						

							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 
2-9 DEFINITY ECS R7 and DEFINITY ECS R6.3 Capacities 
2
9. Total of the administered Login ID skill-pair members (total of the agent skills and AAS ports). This 
limit can be reached only if 4 skills or less are assigned per Login ID due to the ACD Members 
Administered (Login ID-skill pair) limits. The following shows this (for 
DEFINITY R6.3.3 or newer).
Max. Login IDs With:  csi/si  r
· 1 to 4 Skills Each 1,500 10,000
· 10 Skills Each  600 6,500
· 20 Skills Each  300 3,250
10. 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.
11. Total of the administered Login ID-skill pair members (for agents and AAS ports).
12. The number of agents that can log into the same 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.
13. The Monitor Split command will only display status for the first 100 agents logged into the split 
regardless of how many additional agents log into the split. 
14. 12.2 BCMS monitoring, being a maintenance command, is limited by the active maintenance 
commands limit, reduced by 2 in the “r” system configuration (since 2 active command slots are 
reserved for the INADS and SAT logins respectively).
* Software capacity limit cannot be achieved due to hardware capacity limits for this platform. 
						

							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 
2-10 DEFINITY ECS R5 and DEFINITY ECS R6.1 and DEFINITY ECS R6.2 Capacities 
2
DEFINITY ECS R5 and DEFINITY ECS 
R6.1 and 
DEFINITY ECS R6.2 
Capacities
This table shows the capacities that are related to Call Center on the DEFINITY ECS R5 
and on the DEFINITY ECS R6.1/6.2.
Ta b l e  2 - 3 .DEFINITY ECS R5 and DEFINITY ECS R6.1/6.2 Call Center 
Capacities
Item R5vs/si R5si+M R5r R6r
Agents per System 150 500 5200 5200
Agents per Split 150 200 999 999
Agent Login IDs 450 500 10000 10000
Skill Groups 24 99 600 600
Splits 2499600600
Trunk Groups 32 99 665 665
Trunks 100 400 4000 4000
Vectors 48 256 512 512
Vector Routing — Tables 5 0 100 100
Vector Routing — Entries per Table 100 100 100 100
Vectoring Audio/Music Sources
1128 128 256 256
VDNs — Total 100 512 20000 20000
VDNs — Measured 100 512 2000 8000
Priority Levels — without Vectoring2222
Priority Levels — with Vectoring 4444
Queue Slots per Split 200 200 999 999
Queue Slots (Split) per System 200 1500 15000 15000
Recorded Announcements 128 128 256 256
Integrated Announcement Boards 1 5 10 10
Recorded Announcement Queue Slots 
— Integrated Announcement Board25 200 4000 4000
Recorded Announcement Queue Slots 
— Analog and Auxiliary Trunk50 150 1000 1000 
						

							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 
2-11 DEFINITY ECS R5 and DEFINITY ECS R6.1 and DEFINITY ECS R6.2 Capacities 
2
Recorded Announcement Queue Slots 
— Integrated Announcement Board25 50 1000 1000
Recorded Announcement Queue Slots 
—  Analog Port50 150 1000 1000
Recorded Announcement Queue Slots 
—  Auxiliary Trunk50 150 1000 1000
1. 128 is the system maximum for recorded announcements and music sources. Each 
announcement subtracts one from the maximum number of music sources and vice versa.
Ta b l e  2 - 3 .DEFINITY ECS R5 and DEFINITY ECS R6.1/6.2 Call Center 
Capacities
Item R5vs/si R5si+M R5r R6r 
						

							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 
2-12 DEFINITY G3V2, DEFINITY G3V3, and DEFINITY G3V4 Switch Capacities 
2
DEFINITY G3V2, DEFINITY G3V3, and 
DEFINITY G3V4 Switch Capacities
This table shows the capacities of Generic 3 Version 2 to Version 4 switches. “ABP” is the 
Advantage Business Package; “PBP” is the Premier Business Package.
Ta b l e  2 - 4 .DEFINITY G3V2, DEFINITY G3V3, and DEFINITY G3V4 Call Center 
Capacities
Item G3V/s G3i G3r
V2 & V3
ABP/PBPV4
ABP/PBP V2&V3 V4 V2&V3 V4
Agents per System 150 150 500 500 5200 5200
Agents per Split 150 150 200 200 999 999
Agent Login IDs NA/450 NA/450 1500 1500 10000 10000
Skill Groups NA/24 NA/24 99 99 255 255
Splits 12/24 12/24 99 99 255 255
Trunk Groups 16/32 16/32 99 99 665 665
Trunks 50/100 50/100 400 400 4000 4000
Vectors NA/48 NA/48 256 256 512 512
Vector Routing — Tables NA 5 NA 10 NA 100
Vector Routing — Entries per Table NA 100 NA 100 NA 100
Vectoring Audio/Music Sources
11 128 1 128 1 256
VDNs — Total NA/100 NA/100 512 512 20000 20000
VDNs — Measured NA/100 NA/100 512 512 2000 2000
Priority Levels — without Vectoring 2 2 2 2 2 2
Priority Levels — with Vectoring 4 4 4 4 4 4
Queue Slots per Split 200 200 200 200 999 999
Queue Slots (Split) per System 200 200 200 1000 10500 10500
Recorded Announcements 128 128 128 128 256 256
Integrated Announcement Boards 1 1 1 5 10
Recorded Announcement Queue 
Slots — Integrated Announcement 
Board50 25 50 50 1000 4000
Recorded Announcement Queue 
Slots — Analog and Auxiliary Trunk50 50 150 150 128 1000 
						

							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 
2-13 DEFINITY G3V2, DEFINITY G3V3, and DEFINITY G3V4 Switch Capacities 
2
Recorded Announcement Calls 
Connected per Announcement — 
Integrated Announcement Board5 25 25 50 255 1000
Recorded Announcement Calls 
Connected per Announcement — 
Analog Port5 50 25 150 128 1000
Recorded Announcement Calls 
Connected per Announcement — 
Auxiliary Trunk5 50 25 150 255 1000
1. 128 is the system maximum for recorded announcements and music sources. Each 
announcement subtracts one from the maximum number of music sources and vice versa.
Ta b l e  2 - 4 .DEFINITY G3V2, DEFINITY G3V3, and DEFINITY G3V4 Call Center 
Capacities
Item G3V/s G3i G3r 
						

							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 
2-14 DEFINITY G3V1 Switch Capacities 
2
DEFINITY G3V1 Switch Capacities
This table shows the capacities that are related to Call Center on the DEFINITY G3V1.
Ta b l e  2 - 5 .DEFINITY G3V1 Call Center Capacities
ItemG3Vs/s
ABP/PBP G3i G3r
Agents per System 150 500 3000
Agents per Split 150 200 999
Skill NA/24 NA NA
Splits 12/24 99 99
Trunk Groups 16/32 99 666
Trunks 50/100 400 4000
Vectors NA/48 256 512
VDNs NA/100 500 3000
Priority Levels — without Vectoring 2 2 2
Priority Levels — with Vectoring 4 4 4
Queue Slots per Split 200 200 999
Queue Slots (Split) per System 200 1000 6000/10500
Recorded Announcements — without 
Vectoring128 128 256
Recorded Announcements — with 
VectoringNA/128 128 256
Integrated Announcement Boards 1 1 1
Recorded Announcement Queue Slots 
— Integrated Announcement Board50 50 300
Recorded Announcement Queue Slots 
— Analog and Auxiliary Trunk50 150 300
Recorded Announcement Calls 
Connected per Announcement — 
Integrated Announcement Board55255
Recorded Announcement Calls 
Connected per Announcement —  
Analog Port55128
Recorded Announcement Calls 
Connected per Announcement —  
Auxiliary Trunk55255