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 record an announcement.
Let’s add an announcement to our internal helpline. We want the 
caller to hear an announcement after 20 seconds in the queue, 
after approximately 4 or 5 rings. Our announcement is already 
recorded and assigned to extension 1234.
Tip:
You can use display announcements to find the extensions of 
your recorded announcements.
To add an announcement to our helpline queue:
1. Type
 change hunt-group n and press RETURN, where n is 
the number of the hunt group to change.
In our example, type 
change hunt-group 5. 
The Hunt Group form appears.
2. Press 
NEXT PAGE to find the First Announcement Extension 
field. 
						

							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 announcement interval to 0, calls 
automatically connect to the announcement before they 
are queued, follow coverage, or connect to an available 
agent. This is called a “forced first announcement.”
5. Press EN TER to save your work.
You can use the same announcement for more than one hunt 
group. See DEFINITY ECS Administrator’s Guide for more 
information on announcements and hunt groups. 
HUNT GROUP
Message Center: ________
AUDIX Extension: ____
Message Center AUDIX Name: ______
   Primary? _
Calling Party Number to INTUITY AUDIX? _
LWC Reception: _______
AUDIX Name: _______
Messaging Server Name: _______
First Announcement Extension: 1234  Delay (sec): 20
Second Announcement Extension: _____ Delay (sec): __
Recurring? _ 
						

							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. 
When you assign ACD to a hunt group, the group is called a 
“split.” When you assign EAS, the group is called a “skill.”
The following table shows 6 types of call distribution methods 
and the software required for each method.
Method The system hunts for...  I need...
Direct Department Calling- 
(DDC)the first agent administered in the hunt 
group. If the first agent is busy, it goes 
to the second agent, and so forth. This 
“hot seat” method puts a heavy call 
load on the first few agents.no extra software 
(you cannot use 
this method if you 
have EAS enabled)
Circular (circ) the next available agent in a chain. no extra software
Uniform Call Distribution- 
Most Idle Agent (UCD-MIA)the available agent who has been idle 
the longest since their last call. no extra software
Uniform Call Distribution- 
Least Occupied Agent 
(UCD-LOA)the available agent with the lowest 
percentage of work time since login.ACD, EAS, and 
CentreVu 
Advocate
Expert Agent Distribution- 
Most Idle Agent (EAD-MIA)the available agent with the highest 
skill level who has been idle the 
longest since their last call.EAS
Expert Agent Distribution- 
Least Occupied Agent 
(EAD-LOA)the available agent with the highest 
skill level and the lowest percentage of 
work time since login.EAS and CentreVu 
Advocate 
						

							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 Handbook
 or your Lucent representative for more 
information.
This section references announcements, hunt groups, queues, 
splits, and skills, which are covered in detail in other sections of 
this book. You can also find information about these topics in the 
DEFINITY ECS Administrator’s Guide and DEFINITY ECS Call 
Vectoring/Expert Agent Selection (EAS) Guide. 
						

							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 information
Tip:
The vector follows the commands in each step in order. The vector 
“reads” the step and follows the command if the conditions are 
correct. If the command cannot be followed, the vector skips the 
step and reads the next step.
Your system can handle calls based on a number of conditions, 
including the number of calls in a queue, how long a call has been 
waiting, the time of day, day of the week, and changes in call 
traffic or staffing conditions.
Writing vectors
Writing vectors is easy, but we recommend that you set up and 
test your vectors before you use them across the system.
We’ll write a vector to handle calls to our main number. It is the 
first vector so we’ll use number 1.
Tip:
Ty p e  list vector
 to see a list of existing vectors. Type list usage 
vector
 to see where each vector is used throughout the switch. 
Ty p e  list usage digit string
 to see all the vectors, vector tables, 
and Best Service Routing (BSR) plans that use a specific dial 
string). 
						

							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 is 
display only. Use display system-parameters 
customer-options
 to see the features that are turned on 
in your switch.
                                 CALL VECTOR
       Number: 1            Name: main number calls
   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 
02 
03 
04 
05  
						

							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 
TA B. This makes it very easy to type in your vector 
steps.
Now that vector 1 is set up, let’s add a vector step to it to tell the 
switch how to handle the calls to our main number. 
Putting a call in a queue
Write a vector so that calls that come into the main business 
number redirect to a queue. 
We’ll use a vector-controlled hunt group for the main number 
queue. This hunt group was set up as main split 47. When calls 
first arrive, all calls to our main number should be queued as 
“pri l” for low priority.
To queue calls, write the following vector (step 2). (Please note, 
we started our example on step 2 because step 1 is used later in 
this chapter.)
Call Vector screen
                                 CALL VECTOR
       Number: 1            Name: main number calls
   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 _______________
02 
queue-to main split 47 pri l03 _______________
04 _______________
05 _______________ 
						

							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 announcements’’ on page 21.
Let’s play our announcement 4001, asking the caller to wait, then 
play music for 60 seconds, then repeat the announcement and 
music until the call is answered. The 
goto command creates the 
loop to repeat the announcement and the music. 
Unconditionally 
means under all conditions. 
Tip:
Rather than loop your vectors directly back to the announcement 
step, go to the previous queue-to step. This way, if for some 
reason the call does not queue the first time, the switch can 
attempt to queue the call again. If the call successfully queued the 
first time through, it merely skips the queue-to step and plays the 
announcement. The system cannot queue a call more than once in 
the exact same priority level. 
						

							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 that the office is 
closed and asks callers to call back during normal hours. The call 
is disconnected after the announcement is played.
For after-hours treatment, write this vector (steps 1, 6, 7):
                                 CALL VECTOR
       Number: 1            Name: main number calls
   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
1. 
2. queue-to main split 47 pri l
3. announcement 4001 (‘‘All agents are busy, please wait...’’)
4. wait-time 60 secs hearing music
5. goto step 2 if unconditionally
6.