Lucent Technologies Definity Release 7 Basic Call Management System Operations Manual

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
References 
B-7 Basic DEFINITY ECS documents 
B
Application-specific documents
These documents support specific DEFINITY documents.
ASAI
DEFINITY Communications System G3 — CallVisor ASAI Planning Guide, 
555-230-222, Issue 4
Provides procedures and directions for the account team and customer personnel 
for effectively planning and implementing the CallVisor Adjunct/Switch...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
References 
B-8 Basic DEFINITY ECS documents 
B
DEFINITY ECS — CallVisor ASAI PC LAN over MAP-D Installation, 
Administration, and Maintenance of, 555-230-114, Issue 1
Provides procedures for installation, administration, and maintenance of the 
CallVisor Adjunct/Switch Application Interface (ASAI) Ethernet application over 
the PC LAN and is intended for system...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
References 
B-9 Basic DEFINITY ECS documents 
B
DEFINITY ECS Release 7 — Console Operations Quick Reference, 
555-230-890, Issue 3
Provides operating instructions for the attendant console.Included are 
descriptions of the console control keys and functions, call-handling procedures, 
basic system troubleshooting information, and routine maintenance procedures. 
This book is...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
References 
B-10 Basic DEFINITY ECS documents 
B 

Glossary and Abbreviations 
GL-1  
DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
GL
Glossary and Abbreviations
A
abandoned call
An incoming call in which the caller hangs up before the call is answered.
ACD
See Automatic Call Distribution (ACD)
.
ACD agent
See agent
.
ACW
See after-call work (ACW) mode
.
access code
A 1-, 2-, or 3-digit dial code used to activate or cancel a feature, or access an outgoing trunk.
ACD
See...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Glossary and Abbreviations 
GL-2  
agent
A person who receives calls directed to a split. A member of an ACD hunt group or ACD split. Also 
called an ACD agent.
agent report
A report that provides historical traffic information for internally measured agents.
Auto-In Work mode
One of four agent work modes: the mode in which an agent is ready to process another call as soon...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Glossary and Abbreviations 
GL-3  
CMS
Call Management System
CWC
See call work code
.
D
DIVA
Data In/Voice Answer
DNIS
Dialed-Number Identification Service
direct agent calling
An Expert Agent Selection (EAS) capability that makes it possible for a caller to reach the same 
agent every time and still include the call in the managment tracking of the call center. This is...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Glossary and Abbreviations 
GL-4  
internal measurements
BCMS measurements that are made by the system. ACD measurements that are made external to 
the system (via External CMS) are referred to as external measurements.
INADS
Initialization and Administraiton System
L
LDN
Listed directory number
M
Manual-In work mode
One of four agent work modes: the mode in which an agent...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Glossary and Abbreviations 
GL-5  
Q
queue
An ordered sequence of calls waiting to be processed.
queuing
The process of holding calls in order of their arrival to await connection to an attendant, to an 
answering group, or to an idle trunk. Calls are automatically connected in first-in, first-out sequence.
R
Redirection on No Answer
An optional feature that redirects an...

DEFINITY Enterprise Communications Server Release 7 Basic Call 
Management System (BCMS) Operations  555-230-706  Issue 2
June 1999
Glossary and Abbreviations 
GL-6  
system administrator
The person who maintains overall customer responsibility for system administration. Generally, all 
administration functions are performed from the Management Terminal. The switch requires a 
special login, referred to as the system administrator login, to gain access to system-administration 
capabilities.
system...