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 
details on completing these tasks.
Let’s set up an example call flow. We’ll set up a hunt group so 
that the work load is evenly distributed and up to 2 calls wait in a 
queue.
1. Type 
add hunt-group next and press RETU RN.
The Hunt Group screen appears. In our example, the next 
available hunt group is number 2.
2. In the Group Type field, type 
ucd-mia.
This directs the call to the most idle agent — the agent 
who has waited the longest since handling a call to the 
hunt group.
3. In the Queue field, type 
y.
4. In the Queue Length field, type 
2.
5. In the Vector field, type 
y.
6. Complete the rest of the Hunt Group screen.
7. Press 
EN TER to save your changes.
Now that we’ve created a hunt group, let’s write a simple vector 
that plays announcement 2340. This announcement asks callers to 
stay on the line. If a call isn’t answered in 1 minute, the vector 
sends the call to voice mail (extension 2000). 
						

							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            Name: sales hunt group
   Multimedia? n                                         Lock? n
        Basic? y   EAS? n    G3V4 Enhanced? n   ANI/II-Digits? n   ASAI Routing? n
    Prompting? y   LAI? n   G3V4 Adv Route? n           CINFO? n            BSR? n
01 queue-to split 2 pri m
02 announcement 2340 (“You have reached...”)
03 wait-time 60 sec hearing music
06 messaging split 99 for extension 2000 
						

							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 hunt group. Now that several 
calls are in queue, call again and listen to the treatment 
your call receives in queue. If you’ve administered an 
announcement, do you hear it? Does it play when it’s 
supposed to? If there’s a music source, does it play when 
it’s supposed to? Do queue warning lamps flash when 
they’re supposed do?
nWith all agents in Aux Work, call the hunt group. Does the 
call follow the intended path? 
						

							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 system. If you underestimated 
call volume and trunk capacity, or overestimated agent 
productivity, you need to change your system immediately.
In addition, perform a traffic analysis when your call center 
begins operation. Work with your Lucent representative and your 
local network provider. A traffic analysis gives you a 
comprehensive picture of the demands on your system and how 
well the system is performing. 
For example, trunk reports tell you how often your trunks reach 
100% occupancy. Your network provider may be able to tell you 
how many callers are getting a busy signal from the CO when all 
of your incoming trunks are in use. You need both pieces of 
information to determine the total demand that your system needs 
to meet.
If your business is growing, regular traffic analysis is crucial. Use 
traffic analysis to project future demands on your system and plan 
expansions accordingly. 
						

							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 may 
be lower than the maximums shown on the switch.
For example, to find out how many hunt groups your DEFINITY 
ECS can support:
1. Type 
display capacity and press RETURN.
The System Capacity screen appears.
2. Go to the page that shows capacities for Hunt Groups, 
Splits, or Skills.
This screen shows the system limits for hunt groups and 
how much of this capacity is currently used.
Understanding Automatic Call Distribution
Automatic Call Distribution (ACD) is a DEFINITY feature used 
in many call centers. ACD gives you greater flexibility to control 
call flow and to measure the performance of agents. 
ACD systems operate differently from non-ACD systems, and 
they can be much more complex. ACD systems can also be more 
powerful because they allow you to use features and products that 
are not available in non-ACD systems. 
						

							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 possible with standard DEFINITY reports. For a comparison of 
these systems, see ‘‘Selecting a call management system’’ on 
page 79.
Call vectoring greatly enhances the flexibility of a call center, and 
most vectoring functions require ACD. Vectoring is a simple 
programming language that allows you to custom design every 
aspect of call processing. For more information on call vectoring, 
see ‘‘What are vectors?’’ on page 38.
Together, ACD and vectoring allow you to use Expert Agent 
Selection (EAS). For a variety of reasons, you may want certain 
agents to handle specific types of calls. For example, you may 
want only your most experienced agents to handle your most 
important customers. You may have multilingual agents who can 
serve callers in a variety of languages.
EAS allows you to classify agents according to their specific 
skills and then to rank them by ability or experience within each 
skill. DEFINITY ECS uses these classifications to match each 
call with the best available agent. For more information on call 
vectoring and EAS, see DEFINITY ECS Administrator’s Guide 
and DEFINITY ECS Call Vectoring/Expert Agent Selection (EAS) 
Guide. 
						

							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 printer connected to your terminal, or schedule 
reports to print on the system printer. 
BCMS Vu BCMS Vu software runs on a PC with Windows 95 or 
Windows NT. BCMS Vu takes BCMS data and stores it on 
a PC. Users can run real-time and historical reports and 
export data to other applications such as spreadsheets.
VuStats VuStats runs on the switch. An administrator, split 
supervisor, or agent uses VuStats to view BCMS data on a 
display telephone.
CentreVu CMS CentreVu CMS is a large, multi-faceted reporting system 
that runs on a Sun SPARC server or Sun Enterprise 
workstation. CentreVu CMS can measure more aspects of 
switch performance and produce a greater variety of 
reports than any of the other 3 products. CMS also allows 
streamlined ACD administration. 
						

							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 BCMS (summary 
report)
1 day use standard switch reports 
(up to 24 hours), VuStats, 
or BCMS (24-hour detail)
What ACD elements 
do you need to 
monitor?work code or stroke count 
data, individual trunks, 
vectorsuse CentreVu CMS
agents, trunk groups, 
splits/skills, VDNsuse CentreVu CMS, 
BCMS Vu, BCMS, or 
VuStats
trunk group or hunt group 
data only use standard switch reports 
						

							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 information, see:
nDEFINITY ECS Basic Call Management System 
Operations
nBCMS Vu Software User Guide
nCentreVu Call Management System Administration
Do small inefficiencies or 
lapses in service cause big 
loss of profits?Use CentreVu CMS or BCMS Vu. Both systems have 
exception alerting to notify you of problems 
immediately.
Do you frequently 
generate special reports for 
clients or senior 
management?Use CentreVu CMS or BCMS Vu. Both systems allow 
custom report development, though CentreVu CMS 
allows maximum flexibility in those reports. In 
addition, CentreVu CMS allows you to create forecasts 
of call volume and needed staffing.
Do you need an electronic 
wallboard to display status 
for your center?Use CentreVu CMS or BCMS Vu. Both systems allow 
wallboard display of report data. 
						

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