Lucent Technologies Lucent Call Centers Little Instruction Book For Advanced Administration

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Managing vectors 
69 Performing daily maintenance 
nTo see if vectors have been changed, use the list history command 
to generate a History Report.  
nTo listen to a caller’s responses to vector commands and follow the 
call process to the end of the call, use Service Observe for the VDN. 
More detailed information about Service Observing can be found in 
the Call Center Little Instruction Book...

Managing vectors 
70 Interpreting performance 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Interpreting performance
You can analyze your call center’s use of Call Vectoring by regularly 
reviewing the following types of CentreVu Supervisor reports:  
Table 2: CentreVu Supervisor Reports
Report  What it measures What it tells you
Split Skill by Interval 
reportASA Whether ASAs are 
within target service 
range and balanced 
among sites
1...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Managing vectors 
71 Interpreting performance 
For more tips on performance, please see the “Considerations for Call 
Vectoring Features” and “Troubleshooting Vectors” chapters of the 
DEFINITY Enterprise Communications Server Call Vectoring/Expert Agent 
Selection (EAS) Guide. 
Historical VDN report Busy/Disconnects How many callers 
selected a particular 
prompt and where it 
sent the calls...

Managing vectors 
72 Interpreting performance 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999 

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Multi-site applications 
73  
Multi-site applications
This section includes information about two CentreVu Virtual Routing 
software features: Enhanced Look-Ahead Interflow (ELAI) and Best 
Service Routing (BSR).  It provides an overview of these features and 
includes tips for planning and administering multi-site applications, 
including the use of vector commands.  Before reading this section,...

Multi-site applications 
74 What is Lookahead Interflow? 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
What is Lookahead 
Interflow?
Lookahead interflow (LAI) allows you to improve your center’s call-
handling capability and agent productivity by intelligently routing calls 
among call centers to achieve an improved ACD load balance.  Like Call 
Vectoring, it is enabled through the use of call vectors and their associated 
commands.  With...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Multi-site applications 
75 What is Enhanced Lookahead Interflow? 
What is Enhanced 
Lookahead Interflow? 
Enhanced Lookahead Interflow (ELAI) uses the same basic vectoring 
commands as traditional LAI, but adds a new conditional vectoring 
command that produces first in/first out (FIFO) or near FIFO call processing 
and uses fewer computer resources during the Lookahead Interflow process.  
With...

Multi-site applications 
76 How ELAI works 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
How ELAI works
When an ELAI call attempt is made, Call Vectoring at the sending location 
checks a potential receiving location to determine whether to send or hold 
the call.  The call remains in queue at the sending location while this process 
takes place.  Call Vectoring at the receiving location then decides whether to 
accept or refuse the call....

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Multi-site applications 
77 How ELAI works 
ELAI is especially effective at load-balancing for locations with smaller call 
volumes or in environments with a large discrepancy in agent group sizes.  
Tip:
For call centers with high call volumes and multiple sites, BSR is a 
more effective solution.  BSR allows you to determine the “best” 
network resources to handle the interflowed calls.  BSR is...

Multi-site applications 
78 Administering multi-site ELAI 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Administering multi-site 
ELAI
ELAI is performed through call vectors and vector commands.  These are 
included in the sending switch (outflow vector) and receiving switch (inflow 
vector).  Vectors are created or edited in the same way as described in the 
“Managing Vectors” section of this book.  Vector commands are particularly...