Lucent Technologies Definity Prologix Solutions Release 2.0 Instructions Manual

4  INTUITY CONVERSANTDEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 4-21
INTUITY CONVERSANT Voice Information System also supports a text-to-speech option, a leading-edge 
technology developed by AT&T and Lucent Technologies. Text-to-speech uses computer-generated 
synthesized speech to help you automate applications that were previously impractical to implement with 
prerecorded digitized speech. It is particularly useful for applications that require access to...

4 Octel 100DEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 4-22
Octel 100Octel 100 is a highly integrated multimedia voice and fax messaging system designed specifically for small 
and mid-size businesses. By improving voice and fax communication, Octel 100 reduces wasted employee 
time and thereby cuts customer costs. 
Octel 100 helps you:
•
improve customer service by being more accessible and responsive to customer 
calls and messages
•
enhance productivity by enabling...

4 Octel 100DEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 4-23
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Information-on-Demand V-Trees provide multilevel menus of information in a 
mailbox. These menus can give callers 24-hour-a-day access to spoken 
(audiotext) and written (fax retrieval) information. 
•
Interview V-Trees enable you to conduct simple surveys by requesting and 
collecting information from callers. All responses to an interview V-Tree are 
grouped in a single voice message for playback by the...

4 Octel 100DEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 4-24
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Global Group Lists allow users to send messages to all members of that user’s 
division or company. These lists are created automatically when users are added 
or modified through system administration.
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Cascaded Outcalling (Message Notification) enables Octel 100 Messaging to 
dial up to eight different telephone or beeper numbers when messages arrive in a 
user’s mailbox. Users can select the days and time...

DEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-1
5 
Call Center Solutions
DEFINITY ProLogix Solutions Call Center applications are designed to connect each caller efficiently to 
the representative best suited to serve that caller. DEFINITY ProLogix Solutions begins the process by 
capturing information about the caller even before the call is routed. That information is integrated with 
existing databases (see Chapter 7, “Computer Telephony Integration Solutions”), and...

5 DEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-2
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BCMS Vu, which enhances the capabilities of the Basic Call Management 
System
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Call Center Basic, Call Center Deluxe, and Call Center Elite, which enable you 
to set up a call center 
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CentreVu Virtual Routing
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CentreVu Advocate
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CentreVu Compact Call Center Drop In packages
DEFINITY ProLogix Solutions provides an applications platform that consists of several elements. When 
these elements are integrated to meet...

5  CentreVu Call Management System (CMS)DEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-3
CentreVu Call Management System (CMS)The performance of the CentreVu Call Center is critical to your business success. The CentreVu Call 
Management System (CMS) supplies the tools needed to use the knowledge of the present as well as the past 
to improve performance in the future. Call center supervisors and managers can answer questions about call 
handling, agent workload, and...

5 CentreVu SupervisorDEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-4
Optional features include Multiple ACD reports and “what if” forecasting. CentreVu CMS provides the 
information needed to manage the people, traffic load, and equipment in an ACD environment.
CentreVu CMS operates on a Sun SPARCserver or Ultra enterprise 3500 platform with a high performance 
RISC processor in conjunction with the ACD features of CentreVu Call Center. Status information is sent to...

5 CentreVu SupervisorDEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-5
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connect to a LAN. This also allows a CentreVu Supervisor users to print reports 
on any network printer for which the user has permissions.
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view reports on the Web, which saves time and distribution costs
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schedule reports, printing and other administrative operations at a later time
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access multi-site, real-time reporting for optimal call center management
CentreVu Supervisor gives call centers...

5 CentreVu Explorer IIDEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-6
CentreVu Explorer IITransform valuable call center information into timely and useful knowledge. It’s possible with Lucent 
Technologies CentreVu™ Explorer II - a powerful management tool to help you take your call center 
reporting capabilities a step further, providing a level of detail that’s more specific than ever before.
CentreVu Explorer II will give your call center with the following...