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 
2-15 CentreVu CMS Maximum Capacities 
2
CentreVu CMS Maximum Capacities
This table shows maximum CentreVu CMS capacities for Lucent switches and ECS. 
“BHCC” is Busy Hour Call Capacity.
ItemCMS 
R3V6CMS 
R3V8
Automatic Call Distribution (ACD)
Maximum Number of ACDs (multi-ACD 
configuration)88
Maximum Staffed ACD members 10000 10000
Maximum administered Agent Login IDs 10000 10000
Maximum Splits 1000 1000
Maximum ACD Agents (per system) When 
Each Logs Into:
1
   1 Split 10000 10000
   2 Splits 5000 5000
   3 Splits 3333 3333
   4 Splits 2500 2500
Call Vectoring
Maximum Skills a to which a Call Can 
Simultaneously Queue
Priority Levels
Recorded Announcements/Audio Sources 
for Vector Delay
Steps per Vector 32 32
Vector Directory Numbers (VDNs) 8000 20000
CMS Measured VDNs
2
Vectors per System 4096 7992
Expert Agent Selection (EAS)
Skill Groups 1000 1000
Maximum Skills 1000 1000
Maximum Administered Agent Login IDs
310000 10000
Maximum Staffed Agent Login IDs
410000 10000
Maximum Skills per Agent 20 20
Skill levels (preferences) per Agent Skill 16 16
Maximum logged in EAS Agents (per 
system) When Each Has:
5 
						

							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 
2-16 CentreVu CMS Maximum Capacities 
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   1 Skill 10000 10000
   2 Skills 5000 5000
   4 Skills 2500 2500
   10 Skills 1000 1000
   20 Skills 500 500
Trunks and Trunk Groups
Measured and Unmeasured Trunks in 
System4000 4000
Trunk Groups in the System 666 666
Trunk Members in Trunk Groups
Other Capacities
Agent Traces Active 250 250
Agent Trace Records 500000 50000
BHCC 40000 40000
Call Records (internal) NA 5000
1. 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
2. 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).
3. 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 (skill-pair) limits. The following shows 
this.
Max. Login IDs With:  csi/si  r
· 1 to 4 Skills Each  1,500  10,000
· 10 Skills Each  600  4,000
· 20 Skills Each  300  2,000
4. 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.
5. 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.
ItemCMS 
R3V6CMS 
R3V8 
						

							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 
2-17 Measured Extensions and Multiple Splits on a Non-EAS Switch 
2
Measured Extensions and Multiple 
Splits on a Non-EAS Switch
On DEFINITY G1 and DEFINITY G3 Switches
On G1 and G3, you can assign an agent extension to as many splits as desired. Multiple 
split assignments are commonly used in one or both of the following scenarios: 
nThe customer has agents who log into multiple splits.
nThe customer has more than one shift of agents, where the shifts use the same set 
of phones but the agents do not work in the same splits.
Each extension-split assignment requires additional storage in CentreVu CMS. Therefore, 
assigning extensions to multiple splits can quickly consume the agent storage capacity on 
CentreVu CMS.
Example
On a G3i, you assign 50 agent extensions to six splits. The switch sends 300 
extension-split assignments to CentreVu CMS. In this case, CentreVu CMS creates space 
in real-time data storage for 300 agent splits, even if the number of agents logged in is less 
than 100. 
When Assignments Exceed Capacity
The maximum number of agent-split configurations CentreVu CMS can measure is 
defined at installation or in the Data Storage Allocation window. If that number is less 
than the split-extension assignments CentreVu CMS receives from the switch, then the 
link between the switch and CentreVu CMS fails to come up.
Example
Yo u r  CentreVu CMS allows up to 400 measured agent-split configurations, but the G3i 
switch has 450 split-extension assignments. The link fails to come up.
Assignments are Not Logins
Do not confuse “agent extensions assigned to multiple splits” and “agents logged into 
multiple splits.” Even if an agent’s extension is assigned to six splits, the agent can be 
logged into only three splits simultaneously. (With EAS, the agent can be logged into four 
splits.) CentreVu CMS always creates space in real-time data storage for six agent-split 
pairs (one for each split), even though the agent is not logged into all six splits. 
						

							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 
2-18 Measured and Unmeasured Trunks 
2
Measured and Unmeasured Trunks
System Requirements
The trunk capacities shown in CentreVu CMS maximum capacities [1-50] are for 
measured and unmeasured trunks. A minimum of 100 unmeasured trunks is provided by 
default. The 100 unmeasured trunks are required for:
nInternal calls (intraswitch) to a measured split or agent
nInternal calls to VDNs
nCalls made by agents to internal destinations or on an unmeasured trunk group
nTransfers and conferences until the transfer/conference is complete.
Measured vs. Unmeasured Trunks
If more than 100 unmeasured trunks are needed for an ACD, the maximum number of 
measured trunks decreases accordingly. For example, if you have a G3i switch and choose 
to have 200 unmeasured trunks, 300 trunks are available for measurement.
A switch can support many more unmeasured trunks than shown in CentreVu CMS 
maximum capacities [1-50] without affecting the available number of measured trunks. 
However, these additional trunks only can be used for non-ACD purposes. Using 
additional unmeasured trunks for ACD reduces the available number of measured trunks.
Determining Available Measured Trunks
The measured trunks available can be determined as follows:
t=m-max(u-100,0)
Where 
t is the number of measured trunks, m is the maximum number of measured trunks 
possible, and 
u is the number of unmeasured trunks.
For example, CentreVu CMS is used to monitor a G3i ACD with 150 unmeasured trunks. 
You determine the maximum number of measured trunks that CentreVu CMS is able to 
monitor as follows:
0001 t=400-max(u-100,0)
0002 t=400-max(150-100,0)
0003 t=400-50
0004 t=350
In this example, CentreVu CMS is able to monitor 350 measured trunks. 
						

							DEFINITY ECS ACD Call Center Features 
3-1 Introduction 
3
DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
3
DEFINITY ECS ACD Call Center 
Features
Introduction
This chapter contains the definitions of the ACD Call Center features that are 
administered on the DEFINITY ECS/switch. 
The DEFINITY ECS/switch Call Center forms from which these features are administered 
are defined in the next chapter.
Feature-Related Information
The information for each feature is usually presented under five headings:
nFeature title
Gives the name and a brief overview of the feature. Tells what it does or how it 
serves the system.
nHow to Administer
Provides a list of the forms that are used to administer a feature. Required fields on 
these forms also are identified.
nDetailed Description
Provides more detailed, technical information about a feature. When appropriate, 
additional guidelines and examples are provided. In some cases, expanded 
technical information is provided on one or several aspects of the feature.
nConsiderations
Discusses the applications and benefits of a feature and any other factors to be 
considered when using the feature. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-2 List of Call Center Features 
3
nInteractions
Lists and briefly discusses other features that may significantly affect a feature. 
Interacting features are those that:
— Depend on each other — if one of the features is provided, the other also 
must be provided.
— Cannot coexist — if one of the features is provided, the other cannot be 
provided.
— Affect each other — the normal operation of one feature modifies, or is 
modified by, the normal operation of the other feature.
— Enhance each other — the features, in combination, provide improved 
service to the user.
List of Call Center Features
Table 3-1. Call Center Features 
Feature Page
Abandoned Call Search
3-4
Add/Remove Skills3-6
Agent Call Handling3-8
Auto-Available Split3-22
Automatic Call Distribution3-25
Basic Call Management System3-41
Best Service Routing3-44
Call Management System3-56
Call Prompting3-58
Call Vectoring3-61
CentreVu Advocate3-69
Expert Agent Selection3-78
Inbound Call Management3-86
Information Forwarding3-93
Intraflow and Interflow3-99
Look-Ahead Interflow3-102
Multiple Call Handling3-108 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-3 List of Call Center Features 
3
Related Feature or Form
Refer to the DEFINITY ECS Administrator’s Guide (555-233-502) for more information 
about the following related features or forms:
nAnnouncements/Audio Sources
nCalling Party/Billing Number.
nCallVisor Adjunct-Switch Application Interface.
nClass of Restriction.
nHunt Groups.
nMalicious Call Trace.
nRecorded Announcements (additional information also available in the “Recorded 
Announcements” appendix of this book).
nService Observing.
nCallmaster phones.
n500, 2500, K2500, 7101A, 7102A, 7103A, 7104A, 8110, OPS, DS1FD, DS1SA, 
and VRU phones. Queue Status Indications
3-114
Reason Codes3-116
Redirection on No Answer3-120
Service Observing3-133
Universal Call ID3-148
VDN in a Coverage Path3-163
VDN of Origin Announcement3-168
Voice Response Integration3-174
VuStats3-182
Table 3-1. Call Center Features  — Continued
Feature Page 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-4 Abandoned Call Search 
3
Abandoned Call Search
Abandoned Call Search allows the switch to identify abandoned calls if the central office 
(CO) does not provide timely disconnect supervision. An abandoned call is one in which 
the calling party hangs up before the call is answered. Note that Abandoned Call Search is 
suitable only for older COs that do not provide timely disconnect supervision. Most COs 
provide timely disconnect supervision and do not require Abandoned Call Search.
Before an incoming Automatic Call Distribution (ACD) split rings a hunt group member 
or agent, the system checks to make sure that the calling party has not abandoned the call. 
If the calling party has abandoned the call, the call does not ring the hunt group member or 
agent. 
If a call has been abandoned, the system determines if the calling party is still connected to 
the ground-start trunk at the CO. To do this, the system flashes (that is, opens the tip-ring 
loop for 150 to 200 ms) the CO end of the trunk. If the calling party is still connected, the 
CO does not respond. If the calling party has abandoned the call, the CO sends the system 
a disconnect signal within 800 ms. The system interprets this as an abandoned call, 
releases the trunk, and the call does not ring the hunt group member or agent.
Outside of the U.S., a flash of this duration may be handled differently. Refer to 
DEFINITY ECS Administrator’s Guide for more information about trunk flash.
How to Administer Abandoned Call Search
You administer Abandoned Call Search on a per-trunk-group basis. Administer each 
ground-start CO, FX, and WATS trunk group either having Abandoned Call Search or not 
having it. Abandoned Call Search is not supported for tie trunks.
Table 3-2. Required Forms
Form Field
Trunk Group
—CO
FX
WAT SnAbandoned Call Search 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-5 Abandoned Call Search 
3
Considerations
NOTE:
Abandoned Call Search works with ground-start analog trunks that do not provide 
disconnect supervision and that do react to a 500-ms break.
Some older COs can take as long as two minutes to notify the switch of a disconnect. 
Thus, the switch must determine within one second whether the call has been abandoned, 
before extending the call. Even with Abandoned Call Search or disconnect supervision, 
there is a small probability that a call will be extended to the destination hunt group after 
the caller has hung up. Abandoned Call Search and disconnect supervision significantly 
reduce that probability.
Abandoned Call Search allows agents and hunt group members to answer more calls 
because time is not wasted on abandoned calls. In addition, call-handling statistics that the 
Call Management System (CMS) generates are more accurate because it is clear when a 
call is abandoned.
Abandoned Call Search adds an overhead of up to one second to each call delivered to an 
agent. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-6 Add/Remove Skills 
3
Add/Remove Skills
Add/Remove Skills allows an agent using Expert Agent Selection (EAS) to add or remove 
skills. A skill is a numeric identifier in the switch that refers to an agent’s specific ability. 
For example, an agent who is able to speak English and Spanish could be assigned a 
Spanish-speaking skill with an identifier of 20. The agent then adds skill 20 to his or her 
set of working skills. If a customer needs a Spanish-speaking agent, the system routes the 
call to an agent with that skill.
Each agent can have up to 20 skills active at any one time. Agents can dial feature access 
codes (FACs) to add or remove a skill. Or a supervisor with console permission can enter 
an agent’s login ID and add or remove an agent’s skill. If a supervisor adds or removes a 
skill for an agent, the agent receives a change notification.
To determine if they need to add or remove a skill, agents and supervisors can use 
queue-status indications, VuStats, or Call Management System (CMS) or Basic Call 
Management System (BCMS) information. When adding a skill, the agent must specify 
the skill priority level (1 — 16).
On phones with displays, the system prompts the agent through the process of adding or 
removing a skill and displays the updated set of skills.
How to Administer Add/Remove Skills
Considerations
nA skill cannot be removed from an agent’s skill set if the agent is on a call for that 
skill or in the After-Call-Work (ACW) state for that skill.
nWith EAS, agents cannot remove their Direct Agent Skill.
Table 3-3. Required Forms
Form Field
Class of Restriction (COR)nAdd/Remove Agent Skills
Feature Access Code (FAC)nAdd Agent Skills 
nRemove Agent Skills 
Language Translationsn41-44 on Page 5
Hunt Group nSkill 
Class of ServicenAdminister console permissions for 
supervisors