Lucent Technologies Definity Prologix Solutions Release 2.0 Instructions Manual

5 Call Center BasicDEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-17
Call Center BasicThe Call Center Basic package enhances your Call Center by providing the following features:
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Automatic Call Distribution (ACD)
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Auto Available Split
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MIA Across Splits/Skills Option
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MIA Treatment for ACW
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Multiple Call Handling on Request
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Forced Multiple Call Handling
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Move Agent/Change Skills while Staffed
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Multiple Announcement Boards
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Redirect on no Answer (RONA)
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Service...

5 Call Center DeluxeDEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-18
Call Center DeluxeThe Call Center Deluxe package enhances your Call Center by including sophisticated Call Center 
capabilities such as advanced routing and vectoring and expected wait-time announcements. The Call Center 
Deluxe package includes all the capabilities of the Call Center Basic package in addition to the following 
features:
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Call Work Codes (CWC)
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Call Vectoring
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Call Prompting...

5 Call Center EliteDEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-19
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ANI/II Digits Routing
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ASA Routing
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Best Service Routing Single Site
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EWT Routing
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Vector Directory Number Calls Routing
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Wildcard Matching
Call Center EliteThe Call Center Elite package enhances your Call Center by including all the capabilities of the Call Center 
Deluxe package in addition to the following features:
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Expert Agent Selection
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Reason Codes for Login, Logout, and ACW 

5  CentreVu Virtual RoutingDEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-20
CentreVu Virtual RoutingCentreVu Virtual Routing is designed to help you provide the best possible service to your customers and 
use all your call center resources wisely and cost-effectively. CentreVu Virtual Routing allows multiple 
locations to work together as a single virtual call center. Its smart routing capabilities monitor and anticipate 
changing conditions across your virtual call...

5  CentreVu Virtual RoutingDEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-21
speeding the distribution of calls among locations or skills/splits with low call volumes and long hold times.
CentreVu Virtual Routing also supports enhanced information forwarding to provide valuable details along 
with each routed call. The information “attached” to each call may include:
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Vector Directory Number (VDN)
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Caller-supplied collected digits
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Dialed Number Identification Service...

5 CentreVu AdvocateDEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-22
CentreVu AdvocateYou can leverage your call center as a strategic business asset with Lucent Technologies’ innovative 
CentreVu® Advocate software solution. CentreVu Advocate eliminates the chaos and randomness 
associated with call handling and provides directed routing with customer-pleasing results. This 
breakthrough software offers new methodology for aligning your enterprise objectives with agent...

5 CentreVu AdvocateDEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-23
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Predicted Wait Time
Predicted Wait Time will enable your call center to predict service-affecting 
events while minimizing the impact on your key call center metrics. By 
balancing the average speed of call answering across skills, this feature provides 
more uniform customer service levels. By matching the needs of your caller to 
the skills of your agent, Predicted Wait Time ensures that all calls...

5 CentreVu AdvocateDEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-24
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Service Level Supervisor with Reserve Agents
Service Level Supervisor gives you the ability to set Estimated Wait Time (EWT) 
thresholds for skills and to assign agents as reserve, in the event a skill overruns 
its threshold. Service Level Supervisor will override your agents normal call 
handling preference to assist calls from a skill whose threshold has been 
exceeded. This feature allows your call...

5  CentreVu Compact Call Center Drop-In SolutionsDEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-25
CentreVu Compact Call Center Drop-In SolutionsThe CentreVu Compact Call Center Drop-In Solutions are an easy and cost-effective way for businesses to 
implement small call centers. Two packages are available:
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Basic Package
The Basic Package offers the following features:~
support for 6, 12, or 25 agents
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DEFINITY Release 6.3 Deluxe Call Center software RTU license
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Basic...

5  CentreVu Compact Call Center Drop-In SolutionsDEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-26
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CD-ROM-based ACD/Vectoring training
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CD-ROM based Basic Call Management System administrative training
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DEFINITY Integrated Announcement circuit pack, which is the hardware that 
connects into the DEFINITY ProLogix Solutions system to enable delayed 
announcements.
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DEFINITY Call Classifier circuit pack, which enables calls centers to offer 
callers simplified call...