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
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Efficient ANI Analysis 
CentreVu Explorer II implements powerful analysis and queries of calling party 
number (ANI). 
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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).
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Abandon Caller Analysis 
CentreVu Explorer II provides details not only for callers who abandon in queue, 
but also those callers who abandon while placed on hold by the agent. Without 
expensive custom software, information is rarely available regarding callers who 
abandon in the call center. 
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Special Call Treatment Analysis 
Unique call events such as calls marked as malicious, having audio problems, or 
those which were service observed, are tracked and stored. 
						

							5 CentreVu Explorer IIDEFINITY ProLogix Solutions Release 2 Overview 
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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 Explorer II enables you 
to track how each and every incoming call was handled. You can use your Windows-based workstations 
with an industry-standard Web browser to connect to the LAN and use the CentreVu Explorer II Graphical 
User Interface (GUI) to access the local data base and access details such as how many times the call has 
been put on hold, or transferred, and by whom. With CentreVu Explorer II, your call center managers can 
select and analyze a comprehensive array of detailed call criteria, produce a variety of reports, and perform 
database administration, all from the convenience of their desktop PCs.
CentreVu Explorer II transforms valuable CentreVu Call Center information into powerful knowledge. With 
CentreVu Explorer II you can feel confident you’re making informed decisions and evaluating your business 
armed with all the knowledge available to you. 
						

							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 available 
employees or agents. ACD offers a number of ways to connect the agent to a call. With most idle agent 
distribution, an incoming call is routed to the agent who has been available for the longest time, resulting in 
balanced workloads for agents.
Agents in an ACD environment are assigned to a hunt group, a group of agents handling the same types of 
calls. DEFINITY ProLogix Solutions supports up to 99 different hunt groups. Each hunt group has 
associated trunks, stations, recordings, and queues. You can assign many ACD features on a per-hunt group 
basis to meet the different needs of diverse agent groups. You can link a telephone number to an ACD hunt 
group by associating a published number (often an 800 number) with the hunt group extension number of 
the hunt group.
In the Figure 2 example of a travel agency, Hunt Group A receives calls only when agents are available since 
it has no queue. Calls to Hunt Group B can be queued while agents are unavailable, and redirected to Hunt 
Group C if not answered within an administrable time. Calls to Hunt Group C are redirected to voice mail if 
not answered within an administrable time. 
						

							5  Automatic Call Distribution (ACD)DEFINITY ProLogix Solutions Release 2 Overview 
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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 let the caller know that the call has not been 
dropped; it can be sent to a coverage path; or it can be connected to another announcement.
You can set a maximum queue length in a group to anywhere from 0 to 999 calls, and you can establish a 
queue warning level. If the preset maximum queue length is reached, additional incoming calls are 
redirected to a call-coverage path (if administered), ensuring that calls are routed to an extension that will 
answer or are given a busy signal. A priority-queuing feature allows you to designate which calls should 
receive priority; these calls override the standard first-in-first-out queuing pattern.
Two features provide for redirection of ACD hunt group calls.
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Intraflow allows an ACD call to be redirected from one hunt group to another 
through coverage paths that are assigned to determine call redirection criteria.
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Interflow allows new calls in a hunt group’s queue to overflow and be sent to 
another ACD hunt group on another system using the Call Forwarding All Calls 
feature. Interflow can be useful during the evening, during peak operation times, 
or at other times when agents are unavailable.
ACD agents can use any DEFINITY ProLogix Solutions telephone. The CALLMASTER digital telephone 
is particularly recommended to meet the needs of ACD agents. A number of special ACD agent features can 
be assigned to these agents’ telephones to enable them to perform their jobs effectively. In addition, special 
features are available to assist supervisors in observing and monitoring the performance of these agents. 
						

							5  Automatic Call Distribution (ACD)DEFINITY ProLogix Solutions Release 2 Overview 
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Additional features give your company even more options when using ACD.
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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.
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Dialed-Number Identification Service allows agents to identify (via display 
telephones) the purpose of each incoming call and greet the caller appropriately.
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Automatic Available hunt group allows the CONVERSANT Voice Information 
System or other “nonhuman” agent positions to be staffed automatically and 
made available.
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Each agent can be logged into as many as four hunt groups at a time.
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Malicious Call Trace allows you to designate stations that can trace emergency or 
threatening calls. When an agent receives a malicious call, the agent presses the 
Malicious Call Trace button. The system gathers trace information and connects 
a voice recorder to the call. All equipment used to complete the call is held up 
(the call cannot be disconnected) until the feature is deactivated.
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Redirection on No Answer allows an unanswered, ringing call to be redirected to 
an ACD queue or to a Vector Directory Number after an administered interval. 
The agent position will also be taken out of service.
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Station Hunting allows calls to be routed first to the called extension, then 
according to a linear, circular, or modified circular sequence of extensions. The 
circular sequences work to distribute calls equitably, ensuring that there are no 
overworked “first” extensions in a hunt group. 
						

							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 Center agents’ performances.
This feature offers call management control and reporting at a low cost for Call Centers of up to 200 agents. 
The Basic Call Management System is ideal for companies that need call management features.
The Basic Call Management System collects and processes DEFINITY ProLogix Solutions ACD call data 
(up to 7 days) within the system; an adjunct processor is not required to produce call management reports.
The Basic Call Management System provides various measurements for monitoring the operations of an 
ACD application. Basic Call Management System software organizes ACD calls and call-center 
measurements into functionally different reports that supply information useful for managing ACD facilities 
and personnel. The reports can be displayed on the system administration terminal in real time, printed 
immediately, or scheduled for printing at a later time via the Report Scheduler feature. 
						

							5  Basic Call Management SystemDEFINITY ProLogix Solutions Release 2 Overview 
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The following are the types of reports that can be generated:
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Real-time reports~
Agent Status
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System Status
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Vector Directory Number Status
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Historical reports~
Agent
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Agent Summary
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Split
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Split Summary
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Trunk Group
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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:
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capture BCMS historical data and store the data on the PC for 1 year (depending 
on the amount of information being stored)
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report on the historical data
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monitor the BCMS real-time data in graphical and tabular form
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display BCMS real-time data on a wallboard
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display text messages on a wallboard
BCMS Vu comes with pcANYWHERE™ software, which enables Lucent Technologies’ maintenance 
engineers to perform remote diagnostics and remote maintenance on BCMS Vu. 
						

							5  Basic Call Management System VuDEFINITY ProLogix Solutions Release 2 Overview 
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RequirementsThe following system requirements must be met for BCMS Vu to function properly:
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an IBM-compatible PC with:~
a 486DX/66 or higher processor
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a minimum of 16 megabytes (MB) of RAM
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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 the historical data.
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a double-speed or higher CD-ROM drive
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an available serial port. A second serial port is required for remote 
maintenance using pcANYWHERE if connecting to an external modem. A 
third serial port is required if you are connected to a wallboard.
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a sound board and speakers are required for CD-ROM training
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Microsoft Windows 95 or Windows NT 4.0 or later
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BCMS software installed on DEFINITY ProLogix Solutions
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an 8400B Plus or 7400B Plus data module to connect the PC to DEFINITY 
ProLogix Solutions