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
Managing hunt groups 
33 Setting up hunt groups 
Adding hunt group announcements
You can add recorded announcements to your hunt group queue. 
Use announcements to encourage callers to stay on the line or to 
provide callers with information. You can define how long a call 
remains in the queue before the caller hears an announcement.
See ‘‘Recording announcements’’ on page 23 for information on 
how to...

Managing hunt groups 
34 Setting up hunt groups 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Hunt Group screen
3. In the First Announcement Extension field, type the 
extension of the announcement you want callers to hear.
In our example, type 
1234.
4. In the First Announcement Delay (sec) field, type the 
number of seconds you want the caller to wait before 
hearing the first announcement.
In our example, type 
20.
Tip:
If you set the delay...

DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Managing hunt groups 
35 Call distribution methods 
Call distribution methods
You have more call distribution choices if your company acquires 
ACD (Automatic Call Distribution) or EAS (Expert Agent 
Selection).
ACD and EAS allow you to distribute calls according to the work 
loads and skill levels of your agents in each hunt group. You can 
track call handling and monitor the efficiency of your agents....

Managing hunt groups 
36 Call distribution methods 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000 

DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Managing vectors and VDNs 
37  
Managing vectors and VDNs
This section provides an introduction to vectors and Vector 
Directory Numbers (VDN). It gives you basic instructions for 
writing simple vectors.
!SECURITY ALERT:
Vector fraud is one of the most common types of toll fraud 
because vectors route calls based on the class of restriction 
(COR) assigned to the VDN. Refer to 
BCS Products 
Security...

Managing vectors and VDNs 
38 What are vectors? 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
What are vectors?
A vector is a series of commands that you design to tell the 
system how to handle incoming calls. A vector can contain up to 
32 steps and allows customized and personalized call routing and 
treatment. Use call vectoring to:
nplay multiple announcements
nroute calls to internal and external destinations
ncollect and respond to dialed...

DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Managing vectors and VDNs 
39 What are vectors? 
To write a vector:
1. Type 
change vector 1 and press RETURN.
The Call Vector screen appears.
The vector number field on the left side of the screen is 
filled in automatically.
Call Vector screen
2. Type a description for the vector in the Name field.
In our example, type 
main number calls.
Tip:
The information in the heading of the Call Vector screen...

Managing vectors and VDNs 
40 What are vectors? 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
3. Type your vector steps in the numbered column on the left 
of the screen. 
Tip:
When you type in your vector steps, the switch 
automatically completes some of the vector step 
information for you. For example, if you type “q” in a 
vector step field, the switch fills in “queue-to.” Also, 
additional fields appear when you complete a field and 
press...

DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Managing vectors and VDNs 
41 What are vectors? 
Tip:
Remember, the switch automatically fills in some of the 
information when you type your vector step and press 
TA B.
Playing an announcement
Write a vector to play an announcement for callers in a queue. 
Use the announcement to ask callers to wait. You need to record 
the announcement before the vector can use it. For more 
information see ‘‘Adding...

Managing vectors and VDNs 
42 What are vectors? 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
To play and repeat an announcement, write this vector 
(steps 3-5):
Call Vector screen
Routing based on time of day
Write a vector for calls that come in after your office closes. 
Assume that your business is open 7 days a week, from 8:00 a.m. 
to 5:00 p.m. When calls come in after business hours, you want to 
play your announcement 4002, which states...