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
Multi-site applications 
79 Administering multi-site ELAI 
Inflow vector
When the receiving switch receives the interflow request, the call first routes 
to a VDN.  The VDN maps the call to the receiving switch’s inflow vector.  
Inflow checking is enabled using conditional goto
 commands in the inflow 
vector.  Call acceptance or denial is then executed using one of the vector 
commands listed...

Multi-site applications 
80 Administering multi-site ELAI 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Vector commands
ELAI vector commands can be categorized in one of three ways: call 
acceptance, call denial, or neutral.  Each is addressed in one of the following 
tables.   
To accept an interflow call, the receiving switch generates a call acceptance 
message if at least one of the vector conditions are true, shown in Table 3....

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Multi-site applications 
81 Administering multi-site ELAI 
If the receiving switch decides it is unable to accept the interflow call, it 
executes one of the commands shown in Table 4 to deny the call.       
       
queue-to splitCall terminates to agent
Call queued to split
route-toTerminates to valid local destination
Successfully seizes a non-PRI trunk
Results in a Look-Ahead Interflow call...

Multi-site applications 
82 Administering multi-site ELAI 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
The vector commands shown in Table 5 are considered neutral because they 
generate neither call acceptance nor denial messages. 
Table 5: Neutral Vector Commands
Command Conditions
adjunct routingAlways
announcementAnnouncement unavailable
check splitCall neither terminates nor queues
collect ced/cdpd digitsAlways
considerAlways - used...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Multi-site applications 
83 Administering multi-site ELAI 
Using the conditional interflow-qpos 
command
To achieve FIFO results, Enhanced Look-Ahead Interflow adds a 
conditional vector command  to LAI functionality.  The interflow-qpos
 
conditional command is used in a route-to or goto command.   This 
conditional command applies interflow processes only to those calls that are 
not expected...

Multi-site applications 
84 Administering multi-site ELAI 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
FIFO example
The following are sample steps from a FIFO processing vector:
1. announcement 3501
2. wait-time 0 secs hearing music
3. queue-to skill 1 pri m
4. goto step 7 if interflow-qpos < 9
5. wait-time 30 secs hearing music
6. goto step 5 if interflow-qpos >= 9
7. route-to number 93031234567 with cov n if interflow-qpos = 1
8....

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Multi-site applications 
85 Administering multi-site ELAI 
Setting the minimum expected wait 
time 
The minimum expected wait time (EWT) threshold is used to help 
determine which calls you want to be answered locally.  Minimum EWT is 
used when the local agents (in the first split/skill to which the call is queued) 
are handling a significantly higher number of calls than you would prefer, 
and...

Multi-site applications 
86 Administering multi-site ELAI 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Tips on administering multi-site ELAI 
Keep the following in mind as you administer ELAI:
nThe Look-Ahead Interflow and Basic Call Vectoring features must 
be enabled on the System Parameters Customer-Options form.  
nBoth the sending switch and receiving switch must have the Basic 
Call Vectoring and the Look-Ahead Interflow features...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Multi-site applications 
87 Administering multi-site ELAI 
For detailed information on administering ELAI call vectors for multi-site 
applications, please refer to the “Look-Ahead Interflow” chapter of the 
DEFINITY Enterprise Communications Server Call Vectoring/Expert 
Agent Selection (EAS) Guide.  

Multi-site applications 
88 Performing daily maintenance 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Performing daily 
maintenance
From the DEFINITY ECS, you can view or print the following reports to 
help monitor trunk traffic and performance and determine the cause of  
problems.
nRegularly use the Display Events form and execute a display 
events command for the appropriate vectors.  Vector events will 
identify and indicate the...