Lucent Technologies Definity Prologix Solutions Release 2.0 Instructions Manual

5 CentreVu Explorer IIDEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-7
•
Efficient ANI Analysis 
CentreVu Explorer II implements powerful analysis and queries of calling party 
number (ANI). 
•
Customer Classification 
With the use of Information Indicator (II) digits, available with ISDN, CentreVu 
Explorer II allows the analysis of a call’s origin, identifying customers who call 
from pay phones, prisons, hotels, coin, and cellular phones (to mention a few).
•
Abandon...

5 CentreVu Explorer IIDEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-8
Detailed call information, along with the CentreVu Explorer II software, is stored on a Microsoft Windows 
NT server with SQL 7.0 connected to the call center’s Local Area Network (LAN). Call center personnel 
simply use their desktop PCs, equipped with standard Web browsers, to access the server and retrieve, sort, 
and analyze call data stored in the CentreVu Explorer II’s local database. CentreVu...

5  Automatic Call Distribution (ACD)DEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-9
Automatic Call Distribution (ACD)If your company has departments (such as sales, billing, or customer service) that handle large volumes of 
incoming calls, you can benefit by using DEFINITY ProLogix Solutions’ powerful ACD capabilities. ACD 
is the basic building block for call center applications.
ACD offers you a method for distributing incoming calls efficiently and equitably among...

5  Automatic Call Distribution (ACD)DEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-10
Figure 2. A Basic Example of Automatic Call Distribution
1) DEFINITY ProLog ix Solutions 5) Group C: General Information
2) Inc oming  Lines 6) Queues
3) Group A: Business Travel 7) Call Coverage to Group  C
4) Group B: Personal Travel 8) Voic e Mail 

5  Automatic Call Distribution (ACD)DEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-11
DEFINITY ProLogix Solutions places all Automatic Call Distribution calls into a queue. Each call stays in 
the queue until an agent becomes available, until an optional timed interval expires, or until the caller hangs 
up. If the call has not been answered after an administrable period of time, an announcement can be played 
for queued callers. The call can then be connected to music to...

5  Automatic Call Distribution (ACD)DEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-12
Additional features give your company even more options when using ACD.
•
Queue-Status uses button lamps and telephone displays to indicate call status for 
calls waiting in an ACD queue on telephones with a digital display. It can also 
display how long the oldest call has been waiting.
•
Dialed-Number Identification Service allows agents to identify (via display 
telephones) the...

5  Basic Call Management SystemDEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-13
Basic Call Management SystemThe Basic Call Management System, an integrated, internal capability, is a cost-effective solution for small 
start-up Call Centers or for existing companies with minimum system-measuring/reporting requirements. 
The Basic Call Management System helps you fine tune your Call-Center’s operation by providing reports 
with the data necessary to measure your Call...

5  Basic Call Management SystemDEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-14
The following are the types of reports that can be generated:
•
Real-time reports~
Agent Status
~
System Status
~
Vector Directory Number Status
•
Historical reports~
Agent
~
Agent Summary
~
Split
~
Split Summary
~
Trunk Group
~
Vector Directory Number report 

5  Basic Call Management System VuDEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-15
Basic Call Management System VuBCMS Vu Release 2 is a 32-bit software application that runs on Windows 95 and Windows NT 4.0 or later 
and works with the Basic Call Management (BCMS) software. (BCMS Vu does not support Windows 3.1 or 
later or Windows for Workgroup 3.11 or later.) Using BCMS Vu, Call Center managers can:
•
capture BCMS historical data and store the data on the PC for 1...

5  Basic Call Management System VuDEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-16
RequirementsThe following system requirements must be met for BCMS Vu to function properly:
•
an IBM-compatible PC with:~
a 486DX/66 or higher processor
~
a minimum of 16 megabytes (MB) of RAM
~
a minimum of 500 MB of hard disk space is recommended. The requirements 
for disk space on the user’s PC depends on the size of the Call Center 
configuration and on the requirements for storing...