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 
89 Performing daily maintenance 
 
Table 6: CentreVu Supervisor Reports
Report  What it measures What it tells you
CMS Split/Skill or VDN 
reportsAverage speed of 
answerIf ASA has improved
CMS Split/Skill or VDN 
reportsCalls handled If throughput has 
increased
CMS Split/Skill or VDN 
reportsAbandonment rate  If the percentage of 
abandoned calls has 
decreased
CMS...

Multi-site applications 
90 Troubleshooting for ELAI 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Troubleshooting for ELAI
nIf remote agents experience a high volume of phantom calls, the 
Interflow-Qpos EWT Threshold may be set too low or too high.  
nIf remote agents are experiencing a delay between becoming 
available and receiving the call:
— Interflow-Qpos EWT Threshold might be set too low.
— There may be insufficient LAI attempts...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Multi-site applications 
91 What is Best Service Routing? 
What is Best Service 
Routing?  
Best Service Routing (BSR) is a feature that routes ACD calls to the 
resource best able to service each call.  It allows the DEFINITY ECS to 
compare local and remote splits/skills, identify the split/skill that will 
provide the best service, and deliver the call to that resource.  Using your 
company’s...

Multi-site applications 
92 How BSR works 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
 How BSR works 
BSR determines the best resource to service a call by examining one or all of 
the following variables:
nThe Expected Wait Time (EWT) of the variable
nThe availability of agents
nThe selection strategy for the active VDN
nAny user adjustments.
BSR is designed to handle two conditions in a call center.  The first is a call 
surplus.  A...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Multi-site applications 
93 How BSR works 
Agent surplus
In an agent surplus situation, BSR delivers calls according to the available 
agent strategy you specified on the VDN form for the active VDN.  Strategy 
options include:  
n1
st found:  Delivers the call to the first available agent.  BSR does 
not consider any other resources once it finds an available agent.   
nUniform call distribution...

Multi-site applications 
94 Administering multi-site BSR applications 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Administering multi-site BSR 
applications
Multi-site applications require two or more switches for interflowing calls.  
In this book, “local” or “origin” is used to refer to a switch that is 
considering or might consider interflowing a call.  “Remote” is used to refer 
to any switch that is polled or might be polled by this...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Multi-site applications 
95 Administering multi-site BSR applications 
nStatus Poll VDN/Vector:  The VDN/vector that compares splits at 
its location and replies to the origin switch with information on the 
best of these splits.  Each remote switch in a given application must 
have a dedicated status poll VDN/vector.  
nInterflow VDN/Vector:  The origin switch interflows the call to this...

Multi-site applications 
96 Administering multi-site BSR applications 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Defining the purpose of the 
application
Before you can perform BSR administration tasks on your DEFINITY ECS, 
you need to do some planning and decision making about how your BSR 
application will work.  Then make note of your decisions for each of the 
following so that you can easily set up your BSR application on the...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Multi-site applications 
97 Administering multi-site BSR applications 
3. Record the node number of the switch at each location.  (The 
node identity is the number entered in the UCID Network 
Node ID field on page 4 of the Feature-Related System 
Parameters form.)
4. Create Status Poll VDNs on each of the switches in the 
application plan.  Record the full numbers you’ll need to 
route these...

Multi-site applications 
98 Administering multi-site BSR applications 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
The Best Service Routing Application Form appears, with the number you 
typed in the command appearing in the Number field. 
2. Assign a short, descriptive name to the plan (15 characters or 
less).   
3. Enter the information required for each remote location. Each 
row contains the information the BSR application needs to...