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 company’s behalf. Note 
that there may be a risk of toll fraud associated with 
your telecommunications system and, if toll fraud 
occurs, it can result in substantial additional charges 
for your telecommunications services.
You and your system manager are responsible for 
the security of your system, such as programming 
and configuring your equipment to prevent 
unauthorized use. The system manager is also 
responsible for reading all installation, instruction, 
and system administration documents provided with 
this product in order to fully understand the features 
that can introduce risk of toll fraud and the steps that 
can be taken to reduce that risk. Lucent 
Technologies does not warrant that this product is 
immune from or will prevent unauthorized use of 
common-carrier telecommunication services or 
facilities accessed through or connected to it. Lucent 
Technologies will not be responsible for any charges 
that result from such unauthorized use.
Lucent Technologies Fraud Intervention
If you suspect that you are being victimized by toll 
fraud and you need technical support or assistance, 
call Technical Service Center Toll Fraud 
Intervention Hotline at +1 800 643 2353.
Federal Communications Commission Statement
Part 15: Class A Statement. This equipment has 
been tested and found to comply with the limits for a 
Class A digital device, pursuant to Part 15 of the 
FCC Rules. These limits are designed to provide 
reasonable protection against harmful interference 
when the equipment is operated in a commercial environment. This equipment generates, uses, and 
can radiate radio frequency energy and, if not 
installed and used in accordance with the instruction 
manual, may cause harmful interference to radio 
communications. Operation of this equipment in a 
residential area is likely to cause harmful 
interference, in which case the user will be required 
to correct the interference at his own expense.
Ordering Information
Call: Lucent Technologies Publications Center
Voice +1 800 457 1235
Fax +1 800 457 1764
International Voice 317 322 6416
International Fax 317 322 6699
Write: 2855 N. Franklin Rd.
Indianapolis, IN 46219 USA
Order: Document No. 585-210-936, Issue Issue 1
Comcode 108502261, December 1999
You can be placed on a Standing Order list for this 
and other documents you may need. Standing Order 
will enable you to automatically receive updated 
versions of individual documents or document sets, 
billed to account information that you provide. For 
more information on Standing Orders, or to be put 
on a list to receive future issues of this document, 
please contact the Lucent Technologies Publications 
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European Union Declaration of Conformity
Lucent Technologies Business Communications 
Systems declares that equipment specified in this 
document conforms to the referenced European 
Union (EU) Directives and Harmonized Standards 
listed below:
EMC Directive89/336/EEC
Low Voltage Directive 73/23/EEC
The “CE” mark affixed to the 
equipment means that it 
conforms to the above Directives.
Acknowledgment
This document was prepared by Global Learning 
Solutions, Lucent Technologies, Denver, CO USA. 
						

							 
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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 instructor-led courses call _____________________ 1-800-255-8988
To order CD-ROM courses call ____________________________ 1-800-225-7585
International inquiries ____________________________________    904-636-3261Course 
NumberDelivery 
Method Title
BTC121H Instructor Led Generic 3 ACD (Automatic Call Distribution) 
DEFINITY Switches 
BTC124H Instructor LedGeneric 3 Expert Agent Selection (EAS) 
DEFINITY ECS Administration 
BTC138H Instructor LedDEFINITY ECS Generic 3 Automatic Call 
Distribution with Call Vectoring 
BTC154H  Instructor LedCenterVu Supervisor Administration 
BTC155H Instructor LedCenterVu Supervisor Administration With EAS 
(Expert Agent Selection)
BTC416M CD-ROMGenerating and Interpreting CentreVu 
Supervisor Reports
BTC429M CD-ROMDEFINITY ACD (Automatic Call Distribution) 
and Vectoring 
BTC447M CD-ROMCentreVu Supervisor Administration
BTC448M CD-ROMDEFINITY BCMS Vu, Release 2 
BTC450M CD-ROMCentreVu Advocate: Breakthrough Solutions
BTC467M CD-ROMCentreVu Visual Vectors User Training  
						

							Lucent Call Center’s Little Instruction Book for advanced 
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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 Maximets— Call Center Specialist
J.P. Pigman— CMS Helpline
Bob Regan— CMS Tier 3
Doug Scherer—CMS Tier 3
Kim Simkins— Technical Instructor
Mike Storesund—CMS Tier 3
Jane Thomas— Technical Instructor
Rose Valentin— Technical Instructor
Web/CD Production Ellen Heffington, Jacki Rosellen 
						

							 
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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 world wide webxviii
nHow to order more copies of this bookxix
nHow to get helpxx
nNotesxxi
Agent administration 1
nViewing an agent’s skill assignment (EAS only)2
nChanging an agent’s skill assignment (EAS only)4
Helpful tips4
nChanging a skill for multiple agents (EAS only)9
Helpful tips9
nChanging an agent’s extension split assignment (non-EAS)12
Helpful tips12 
						

							 
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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 assignments30
Helpful tips30
nView vector configurations32
Managing system setup parameters 33
nChanging from multi-user to single-user mode34
Helpful tips34
nTurning data collection off and on36
nModifying data storage capacities38
Early warning signs38
 Preparing for modifications39
nSummarizing data42
Helpful tips42 
						

							 
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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 branching56
nRedirecting and queuing calls59
Multiple skill queuing60
Call Prompting62
nAdministering Call Vectoring63
Non-EAS63
EAS64
Writing vectors64
nPerforming daily maintenance68
nInterpreting performance70 
						

							 
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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 for ELAI90
nWhat is Best Service Routing?91
n How BSR works92
Call surplus92
Agent surplus93
nAdministering multi-site BSR applications94
Creating a BSR application94
Distributed versus centralized systems95
Defining the purpose of the application96
Selecting or creating the elements of the application96
Creating the application plan97
Linking the application plan to a primary VDN100
Entering an agent selection strategy101
BSR vector commands102 
						

							 
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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 Objective117
Service Level Supervisor118
nCall selection examples121
Greatest Need without Service Objective121
Greatest Need with Service Objective122
Skill Level without Service Objective123
Skill Level with Service Objective123
Percent Allocation124
nHow agent selection works125
Least occupied agent125
Most Idle Agent126 
						

							 
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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
nAdministering call and agent selection features134
Important notes about administration136
nWhere should I start?137
nFine-tuning options to consider138
nInterpreting performance140
Making adjustments141
Cautions143
Index 145
Customer Self-Service web sites 155