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 
99 Administering multi-site BSR applications 
4. Repeat step 11, completing the application plan fields for 
each of the locations you want to include in the application 
plan.
5. Press Enter to save your changes.
Table 7: Application Plan Fields
Field Required/Optional Description
Num Required Type the number you 
assigned to this location. 
Location Name Optional Type...

Multi-site applications 
100 Administering multi-site BSR applications 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Linking the application plan to a 
primary VDN 
1. Go to the Vector Directory Number form for the first VDN 
you identified earlier.  If this is a new application, create the 
VDN.  
2. In the Allow VDN Override? field, type y or n.  If the call is 
directed to another VDN during vector processing: 
ny:  Allows the settings...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Multi-site applications 
101 Administering multi-site BSR applications 
Entering an agent selection strategy
In the BSR Available Agent Strategy field, type the identifier for the agent 
selection method you want this application to use.
The application selects resources as follows:
n1st-found:  Resource with the lowest Expected Wait Time (EWT)
nucd-mia: Agent who has been idle the longest...

Multi-site applications 
102 Administering multi-site BSR applications 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
1. Press Enter to save your changes.
2. Repeat steps 9 through18 on each switch that needs an 
application plan and a Primary VDN/vector pair.
BSR vector commands
BSR vector commands must be used when programming the vector steps for 
BSR, whether you are creating new vectors or editing existing ones.  These 
commands, when...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Multi-site applications 
103 Administering multi-site BSR applications 
The following table provides vector commands used with BSR.
Table 8: BSR Vector Commands
Command Description
consider split/skillUsed to obtain the EWT or agent data 
needed to identify the best resource on 
the local switch.  One consider
 step 
must be written for each split or skill 
you want to check.
consider...

Multi-site applications 
104 Administering multi-site BSR applications 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Sample vectors 
This section contains a brief description and sample vector for each of the 
VDN/vector pairs required for a BSR application.  
For more detailed information about setting up vectors for BSR, please refer 
to the “Best Service Routing” chapter of the 
DEFINITY Enterprise 
Communications Server Call...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Multi-site applications 
105 Administering multi-site BSR applications 
Status poll vector
To collect information from a remote switch, the primary vector places an 
ISDN call, or status poll, to the remote switch.  The status poll obtains 
information and returns it to the origin switch.  The call is not connected to 
the status poll VDN.  Below is an example of a status poll vector at a remote...

Multi-site applications 
106 Administering multi-site BSR applications 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Tips on writing BSR vectors
BSR vectors are programmed in the same way as other vectors, using your 
Basic Screen Administration, CentreVu Call Management System, or Visual 
Vectors.  Use the BSR vector commands discussed earlier and the following 
tips when creating or editing vector steps.   
NOTE:
The following options...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Multi-site applications 
107 Administering multi-site BSR applications 
Setting user adjustments
You can use adjust-by commands to set preferences for splits/skills at the 
origin switch and/or remote switches.  While these adjustments are not 
required, they can minimize unnecessary interflows for distributed 
applications, and thus help to control costs and preserve trunk capacity.   
NOTE:
In...

Multi-site applications 
108 Administering multi-site BSR applications 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
In your first multi-site application, we recommend beginning with a remote 
adjustment of 30, as shown in the primary vector example below.  This can 
easily be reduced later if inter-switch trunking is under utilized. 
1. wait time 0 secs hearing ringback 
2. consider split 1 pri m adjust-by 0
3. consider location 2...