Lucent Technologies Definity Systems Little Instruction Book For Advanced Administration

DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Understanding call centers 
73 Planning a call center 
Setting up the call flow
Decide how you want your system to handle calls and what you 
want callers to experience. You may find it helpful to list the 
possible situations a call may encounter. Set up the call flow by 
adding hunt groups, setting up queues, adding announcements, 
and writing vectors. Refer to earlier sections of this book for...

Understanding call centers 
74 Planning a call center 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Write this vector:
Tip:
Vectors are an optional feature. To see if your company has 
vectoring, use display system-parameters 
customer-options
.
To make this vector work correctly, you need to create the 
announcement at extension 2340 and assign a voice mailbox to 
extension 2000.
                                 CALL VECTOR
       Number: 1...

DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Understanding call centers 
75 Planning a call center 
Testing the system
Before your new call center goes live, test the system to make 
sure it works the way you expect it to work.
nWith agents available, call each outside number you’ve 
created for the call center. Does an agent in the appropriate 
hunt group answer?
nWith only one agent available in a hunt group, make 
several calls at once to that...

Understanding call centers 
76 Planning a call center 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Monitoring your call center
This step never ends. Monitor your call center’s performance 
regularly so you can solve problems quickly and adjust to 
changing conditions.
It’s critical that you monitor a new call center closely for the first 
month. Use the hunt group and trunk reports described in ‘‘ U s i n g  
reports’’ on page 53 to track your...

DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Understanding call centers 
77 Understanding Automatic Call Distribution 
Viewing system capacity
The capacities of your system depend on the type of switch you 
have, the software you’re using, and your contract with Lucent. 
Use the System Capacity screen to view the maximum capacities 
of your system and your current level of usage. Remember, 
however, that the capacities you’ve purchased from Lucent...

Understanding call centers 
78 Understanding Automatic Call Distribution 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Enhancing an ACD system
First, all call center management systems (such as Lucent’s Basic 
Call Management System (BCMS), BCMSVu, and the 
sophisticated CentreVu
® Call Management System) require 
ACD. These management systems give you the ability to measure 
more aspects of your center’s operation, and in more detail, than 
is...

DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Understanding call centers 
79 Understanding Automatic Call Distribution 
Selecting a call management system
Lucent provides management systems for the call centers that 
need more detailed and flexible reporting. These applications are 
optional. Contact your Lucent representative for more 
information.
Basic Call 
Management System 
(BCMS)BCMS runs on the switch. With BCMS, you can print 
reports to a...

Understanding call centers 
80 Understanding Automatic Call Distribution 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Use the following criteria to help you choose a call management 
system. 
How many people 
need to monitor splits 
simultaneously?more than 3 use CentreVu CMS, 
VuStats, or BCMS Vu
3 or fewer use standard switch reports 
or BCMS
How long do you 
need to store report 
data?more than 7 days use CentreVu CMS or 
BCMS Vu
7 days use...

DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Understanding call centers 
81 Understanding Automatic Call Distribution 
Use the following criteria to help you choose a reporting system. 
If the following scenarios do not describe your needs, standard 
switch reports or BCMS are probably adequate.
Where to get more information
DEFINITY ECS Administrator’s Guide has more details about 
BCMS, BCMS Vu, VuStats, and CentreVu CMS. For more 
complete...

Understanding call centers 
82 Understanding Automatic Call Distribution 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000