Lucent Technologies Lucent Call Centers Little Instruction Book For Advanced Administration

585-210-936
Comcode 108502261
Issue Issue 1
December 1999 

Copyright Ó 1999, Lucent Technologies
All Rights Reserved
Printed in U.S.A.
Notice
Every effort was made to ensure that the information 
in this book was complete and accurate at the time 
of printing. However, information is subject to 
change.
Your Responsibility for Your System’s Security
Toll fraud is the unauthorized use of your 
telecommunications system by an unauthorized 
party, for example, persons other than your 
company’s employees, agents, subcontractors, or 
persons working on your...

 
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Related resources
If you’re looking for additional ways to maximize your investment, we have 
a variety of self-paced and technology-equipped classroom training courses 
that can help you expand your learning on the topics covered in this book.
Visit our training website at http://www.lucenttraining.com/ for more detailed 
information on each of these courses.
To register for...

Lucent Call Center’s Little Instruction Book for advanced 
administration  
585-210-936  Issue 1
December 1999
 
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Credits
Writers Liz Stone and Gaye James
Graphics Laurie King
Production Meg Harrington
ContributorsMike Bergum— CMS Helpline
Jim Bitner— DEFINITY Helpline
Mike Cozzette— CMS Provisioning
Richard Cohen— Call Center Advocacy
Bob Feeser— CMS Tier 3
Robin Foster— Manager of Research
Grace Gibson— Technical Instructor
Gaye James— Senior Consultant
Sally Laughlin— Instructional Developer
Mila...

 
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Lucent Call Center’s Little Instruction Book for advanced 
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Welcome xi
nWhy an advanced book?xi
nWe wrote this book for you!xi
nWhat this book containsxii
nConventions and terms used in this bookxiii
nTrademarks and service marksxiv
nRelated booksxv
CentreVu CMS and CentreVu Supervisor booksxv
CentreVu Visual Vectors booksxvi
CentreVu Explorer booksxvii
DEFINITY ECS call center booksxvii
nTell us what you think!xviii
nHow to get this book on the...

 
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Lucent Call Center’s Little Instruction Book for advanced 
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December 1999
nMoving multiple agents’ extensions between splits (non-EAS)15
Helpful tips15
nTracing an agent’s call activity17
Helpful tips17
nListing agent trace data19
Helpful tips19
Call center administration 21
nAssigning call work codes22
Helpful tips22
nChanging VDN skill preferences (EAS only)24
nDefining acceptable service levels26
nViewing trunk group members28
nChanging VDN-to-vector...

 
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Lucent Call Center’s Little Instruction Book for advanced 
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nVerifying free space44
nViewing storage intervals45
nViewing switch information47
nNotes48
Managing vectors 49
nWhat is Call Vectoring?50
What can call vectoring do for my call center?50
nWhere do I start?52
nHow does Call Vectoring work?54
Vector54
Vector Directory Number (VDN)54
nHow do vectors and VDNs work together?55
Sequential flow55
Unconditional branching55
Conditional...

 
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Multi-site applications 73
nWhat is Lookahead Interflow?74
nWhat is Enhanced Lookahead Interflow?75
nHow ELAI works76
nAdministering multi-site ELAI78
Vector commands80
Using the conditional interflow-qpos command83
FIFO example84
Setting the minimum expected wait time85
Tips on administering multi-site ELAI86
nPerforming daily maintenance88
Interpreting performance88
nTroubleshooting...

 
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Sample vectors104
Primary vector104
Status poll vector105
Tips on writing BSR vectors106
Setting user adjustments107
nPerforming daily maintenance109
nInterpreting performance110
nUsing BSR and CentreVu Advocate111
Call and agent selection methods 113
nWhat is CentreVu Advocate?114
nHow call selection works115
Call selection measurements115
Call handling preferences115
Service...

 
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Lucent Call Center’s Little Instruction Book for advanced 
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585-210-936  Issue 1
December 1999
nAgent selection examples127
Expert Agent Distribution - Least Occupied Agent127
Uniform Call Distribution - Least Occupied Agent 128
Expert Agent Distribution - Most Idle Agent 129
Uniform Call Distribution - Most Idle Agent 130
nDeveloping your strategy131
Determining your agent selection strategy131
Determining your call and agent selection combinations131
Feature compatibility133...