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:
•
Automatic Call Distribution (ACD)
•
Auto Available Split
•
MIA Across Splits/Skills Option
•
MIA Treatment for ACW
•
Multiple Call Handling on Request
•
Forced Multiple Call Handling
•
Move Agent/Change Skills while Staffed
•
Multiple Announcement Boards
•
Redirect on no Answer (RONA)
•
Service Observing by Class of Restriction
•
Service Observing Remote
•
Timed After Call Work/Agent Pause Between Calls
•
VuStats (including the Service Level and Login IDs enhancements) 
						

							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:
•
Call Work Codes (CWC)
•
Call Vectoring
•
Call Prompting (Administrable Inter-digit Timeout and Administrable Converse 
Data Passing Rate)
•
Redirect on no Answer to Vector Directory Number
•
Support Network Provided Digits (Caller Information Forwarding)
•
Service Observing on Vector Directory Numbers
•
Vector Directory Number of Origin Announcement
•
Vector Directory Number Return Destination
•
Vector Administration (Route to with/without Coverage and Multiple 
Audio/Music Sources)
•
Vector Initiated Service Observing
•
Vectoring Advanced Routing 
						

							5 Call Center EliteDEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-19
•
ANI/II Digits Routing
•
ASA Routing
•
Best Service Routing Single Site
•
EWT Routing
•
Vector Directory Number Calls Routing
•
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:
•
Expert Agent Selection
•
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 center network to find the best place to deliver each call, every 
time.
CentreVu Virtual Routing can help you:
•
save on network costs
•
optimize existing resources
•
balance agent workloads
•
ensure consistent, reliable customer call handling and service
•
equalize enterprise-wide call volume across sites or across multiple splits/skills at 
a single site
CentreVu Virtual Routing provides Best Service Routing - the ability to automatically deliver each call to 
the best place based on a combination of criteria. You can use Best Service Routing with CentreVu Advocate 
to make your multisite routing even more precise and effective. Once Best Service Routing delivers a call to 
the “right” call center or split/skill, CentreVu Advocate determines the best agent to handle the call based on 
your caller’s needs and the caller’s value to your business.
In addition to Best Service Routing, CentreVu Virtual Routing offers Enhanced Look-Ahead Interflow 
(LAI) multisite routing. Look-Ahead Interflow can help improve customer service and satisfaction by  
						

							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:
•
Vector Directory Number (VDN)
•
Caller-supplied collected digits
•
Dialed Number Identification Service (DNIS)
•
Accumulated time waiting
CentreVu Virtual Routing also passes along a Universal Call ID (UCID), a unique identification “tag” that is 
attached to each call and remains with the call as it is routed throughout your network. By passing Universal 
Call ID, CentreVu Virtual Routing enables lifetime tracking of calls routed among call centers, DEFINITY 
systems, or adjuncts such as INTUITY CONVERSANT for interactive voice response. 
						

							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 and 
management performance and customer needs. With CentreVu Advocate, you can drive call center 
performance according to your business plan. This software application features expert routing algorithm 
software from Bell Labs that lets you implement complex customer service, agent resource, and enterprise 
planning strategies as a critical formula in call center operations. With CentreVu Advocate, you can 
transform your call center into a powerful strategic advantage for your enterprise. CentreVu Advocate works 
in conjunction with and requires Expert Agent Selection (EAS). 
Advocate will provide your call center with the most innovative methods and enhanced flexibility in 
selecting the optimum agent for a call or the best call for an agent. With CentreVu Advocate, you determine 
which call to select the moment an agent becomes available. 
CentreVu Advocate provides the following features:
•
Service Objective
This capability enables you to establish a unique service objective for each skill 
in your call center. Service Objective can be used to establish different levels of 
service for multiple types of calls with various media and priority handling 
needs. You can match the service levels your customers expect by combining the 
power of your service level plan with the power of Service Objective. 
						

							5 CentreVu AdvocateDEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-23
•
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 are given the 
best possible service. Predicted Wait Time will help your call center build 
stronger customer relationships and will improve your overall call center 
efficiency.
•
Least Occupied Agent
This capability distributes calls evenly across all available agents in order to 
balance the workload among those with few skills and those with several skills. 
When one or more agents are available, Least Occupied Agent uses agent 
occupancy rather than position in an idle agent queue to determine which agent to 
select when a call arrives. Least Occupied Agent can help you maintain your staff 
by promoting agent fairness and eliminating hot seats.  
						

							5 CentreVu AdvocateDEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-24
•
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 center to rapidly adjust to high traffic 
conditions with the flexibility of automatically activating predefined Reserve 
Agents when a skill is in an over-threshold condition.   This feature will improve 
your overall efficiency by eliminating the need for your Supervisors to manually 
intervene when traffic conditions change and by effectively scheduling 
workloads for agents with multiple skills.
•
Percent Allocation
Percent Allocation allows you to designate the percentage of time your agents 
spend in each skill. Incoming calls are matched to those agents with the “best fit” 
based on their allocated skill percentage. By scheduling an agent’s time among 
multiple skills, you can better utilize and schedule your agents.   Percent 
Allocation can also improve agent performance and satisfaction by 
“guaranteeing” them a certain amount of time in each skill.  
						

							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:
•
Basic Package
The Basic Package offers the following features:~
support for 6, 12, or 25 agents
~
DEFINITY Release 6.3 Deluxe Call Center software RTU license
~
Basic Call Management System RTU license
~
Basic Call Management System Vu Release 2 single-user license
~
8400B+ data module
~
CD-ROM-based ACD/Vectoring training
~
CD-ROM based Basic Call Management System administrative training
•
Deluxe Package
The Deluxe Package offers the following features:~
support for 6, 12, or 25 agents
~
DEFINITY Release 6.3 Deluxe Call Center software RTU license
~
Basic Call Management System RTU license
~
Basic Call Management System Vu Release 2 single-user license
~
8400B+ data module 
						

							5  CentreVu Compact Call Center Drop-In SolutionsDEFINITY ProLogix Solutions Release 2 Overview 
555-235-100 Issue 2 June 1999 5-26
~
CD-ROM-based ACD/Vectoring training
~
CD-ROM based Basic Call Management System administrative training
~
DEFINITY Integrated Announcement circuit pack, which is the hardware that 
connects into the DEFINITY ProLogix Solutions system to enable delayed 
announcements.
~
DEFINITY Call Classifier circuit pack, which enables calls centers to offer 
callers simplified call prompting capabilities for basic menu selections and 
routing options without needing an INTUITY CONVERSANT system.