Lucent Technologies Definity Prologix Solutions Release 2.0 Instructions Manual

							4  INTUITY CONVERSANTDEFINITY ProLogix Solutions Release 2 Overview 
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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 large-volume 
databases or for applications that access information that frequently changes. The feature has built-in 
intelligence that enables it to
•
read abbreviations accurately. For example, “Dr.” is spoken as “doctor” or 
“drive,” depending on the context in which it occurs, and
•
read numbers accurately. For example, the ZIP code, “11423,” would be read, 
“One-one-four-two-three,” and not as, “Eleven thousand four hundred twenty 
three.”
You can also create new applications for the system by using the optional, easy-to-use CONVERSANT 
Script Builder, a menu-driven application development software package that gives you the tools to create a 
custom voice-response application.
INTUITY CONVERSANT Voice Information System is installed on the MAP/100 platform, which 
provides support for many advanced features, such as speech recognition, text-to-speech, and ISDN 
capability. 
						

							4 Octel 100DEFINITY ProLogix Solutions Release 2 Overview 
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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 employees to handle voice and fax messaging 
in a single mailbox
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lower operations costs through networked messaging
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simplify messaging system management
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keep messages secure
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protect the messaging system investment through scalability to 16 ports
Octel 100 FeaturesHere are some of the features of the Octel 100 system:
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Call Routing V-Trees enable callers to route their own calls via touch-tone 
keypad.  
						

							4 Octel 100DEFINITY ProLogix Solutions Release 2 Overview 
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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 mailbox owner.
•
Call Screening asks for and announces the caller’s name to the called party who 
can accept or reject the call or redirect it to another extension. If the called party 
rejects the call, the system informs the caller there was no answer at the extension 
and offers the caller the option of leaving a message, transferring to another 
extension, speaking with an operator, or disconnecting. This feature requires 
supervised transfers.
•
Extension Directory allows callers who don’t know the extension number of the 
person or department they need to reach access the system’s employee or 
departmental directory via touch-tone keypad. Once the caller locates the correct 
party, the system automatically routes the call.
•
Fax Mail allows users to retrieve faxes in their mailboxes at their 
convenience—just like voice mail. When they’re in the office, users need just a 
single key press to direct the fax messages to the default fax machine. Faxes 
retrieved through Visual Mailbox can also be directed to print on a printer 
attached to the user’s PC. When they’re out of the office, users can enter the 
telephone number of the nearest fax machine and receive fax messages 
immediately.  
						

							4 Octel 100DEFINITY ProLogix Solutions Release 2 Overview 
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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.
•
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 frames when they want to be 
notified (for example, Monday through Friday, 10:00 am to 8:00 pm), the number 
where they want to be called, and whether they want to be notified for all 
messages or for urgent messages only. 
•
Visual Mailbox gives users a Microsoft Windows-based graphical view of their 
mailboxes so they can use PCs to perform many of the same tasks they now 
perform on their telephones. 
•
Visual Architect™ gives system managers a graphical interface for creating V-
Trees in system and user mailboxes using tools such as pull-down menus, 
toolbars, and point-and-click mouse operations. System managers record 
prompts to accompany the V-Trees using V-Edit™, Octel 100 Messaging’s 
powerful integrated voice editor.  
						

							DEFINITY ProLogix Solutions Release 2 Overview 
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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 the combined data is 
used to match the caller to the agent. Additional DEFINITY features politely keep callers waiting in queue 
(a holding place for incoming calls) informed about how long it will probably take to process the call. 
Detailed call statistics are constantly available to the agents and their supervisors.
Calls coming into your DEFINITY ProLogix Solutions call center are queued up and routed based on 
information that the system continually acquires. Each of your customers can be presented with a variety of 
options for leaving a voice message, leaving a fax, or monitoring the status of his or her call. Using 
CONVERSANT voice response software, the system can even respond appropriately to spoken information.
This section describes DEFINITY ProLogix Solutions call-center capabilities:
•
CentreVu Call Management System (CMS)
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CentreVu Supervisor
•
CentreVu Explorer II
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Automatic Call Distribution, which manages call traffic and work flow
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Basic Call Management System, which provides call management reporting for 
smaller call center operations 
						

							5 DEFINITY ProLogix Solutions Release 2 Overview 
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•
BCMS Vu, which enhances the capabilities of the Basic Call Management 
System
•
Call Center Basic, Call Center Deluxe, and Call Center Elite, which enable you 
to set up a call center 
•
CentreVu Virtual Routing
•
CentreVu Advocate
•
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 your business requirements, you will have the advanced call 
distribution and management capabilities that will deliver the performance and growth necessary for your 
business success.
Note:Some applications and products are unavailable in some countries. 
Please check with your local distributor for further information about 
which features and applications are available to you. 
						

							5  CentreVu Call Management System (CMS)DEFINITY ProLogix Solutions Release 2 Overview 
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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 traffic capacities to create a call center that delivers maximum productivity 
while controlling expenses.
CentreVu CMS offers you one of the most comprehensive and advanced call center management systems in 
the industry. CentreVu CMS has sophisticated control mechanisms and reporting capabilities for effective 
management of call centers of all sizes, including multi-location operations. CentreVu CMS provides a 
comprehensive array of real-time and historical reports on virtually every aspect of call center operations. 
Managers can get real-time reports, updated as often as every three seconds, and historical reports that 
summarize call data into daily, weekly, or monthly totals. Enhanced features built into the standard software 
include customization of real-time and historical reports, exception notification, and the ability to design, 
test, change, and store call vectors in real-time. These features allow your call center managers to fine tune 
the call center on the fly to maintain peak performance levels. You will be able to quickly:
•
Analyze trends
•
Establish performance benchmarks
•
Plan new marketing or customer service campaigns
•
Match personnel resources to caller volumes and skill needs
•
Identify areas for productivity gains and cost savings
•
Identify training needs by agent and application  
						

							5 CentreVu SupervisorDEFINITY ProLogix Solutions Release 2 Overview 
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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 
CentreVu CMS from the DEFINITY ECS while ACD activities are in progress. This information includes 
specific event data on calls by agent, agent group, station, queued calls, trunks, trunk groups, and agent 
actions. With optional Call Vectoring, vector and Vector Directory Number (VDN) data is also tracked and 
stored. CentreVu CMS provides the information needed to manage the people, traffic load, and equipment in 
an ACD environment.CentreVu SupervisorNow you can view your call center through a user friendly, Graphical User Interface (GUI). With CentreVu 
Supervisor, the powerful capabilities of CentreVu Call Management System (CMS) are expanded to provide 
a variety of administrative tools and reports to maximize your call center performance. CentreVu Supervisor 
enables you to:
•
generate status reports in full customizable color graphical formats that are easy 
to interpret at a glance
•
perform administration tasks easily with the use of a mouse versus a series of 
commands
•
run other PC applications while actively monitoring call center conditions
•
create thresholds for each individual supervisor or manager 
						

							5 CentreVu SupervisorDEFINITY ProLogix Solutions Release 2 Overview 
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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.
•
view reports on the Web, which saves time and distribution costs
•
schedule reports, printing and other administrative operations at a later time
•
access multi-site, real-time reporting for optimal call center management
CentreVu Supervisor gives call centers access to these capabilities from the convenience of desktop PC 
supported by Windows 95, Windows 98, or Windows NT 4.0. 
The recommended PC configuration to support Call Center client applications in a Windows environment 
is:
•
Processor: Pentium 133 MHz or faster
•
RAM: 48 megabytes 
•
Resolution: SVGA with a graphics adapter supporting 16-bit color (64K colors) 
or higher, with 800x600 resolution or higher
•
Available free disk space: 30 megabytes or more before installation of CentreVu 
Supervisor (English) 
•
Communications: TCP/IP protocol stack 
						

							5 CentreVu Explorer IIDEFINITY ProLogix Solutions Release 2 Overview 
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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 advantages:
•
Cradle-to-Grave Reporting 
All queries result in the return of accurate information produced by your call 
center. With CentreVu Explorer II, you have a complete view of all touch points 
for the caller, including the number of times a caller was transferred or placed on 
hold plus total hold and call handling time for the caller for months and even 
years after the actual call was received!
•
Continuous Query Engine 
CentreVu Explorer II delivers a tool that enables thousands of query 
combinations to transform your current call center information into strategic 
knowledge. 
•
Reporting Engine
Common queries can be created and shared with all system users for efficient and 
consistent reporting.