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 in the following tables.  The following is an example of a 
receiving switch inflow vector: 
1. goto step 6 if expected-wait in split 1 pri h > 30
2. queue-to split 1 pri h
3. announcement 4000
4. wait-time 2 secs hearing music
5. stop
6. busy
In this example, if the expected wait time in split 1 is greater than 30 
seconds, a busy signal is executed and the call is denied.  The sending switch 
then drops the Look-Ahead Interflow attempt and continues vector 
processing at the next vector step.  If, however, the wait time in split 1 is 30 
seconds or less, the receiving switch returns a call acceptance message to the 
sending switch, call control is passed to the receiving switch, and the call is 
queued to split 1 in the receiving switch (as indicated in step 2).  While in 
queue, the caller hears announcement 4000 as specified in step 3, followed 
by music in step 4.  The caller continues to hear music until the call is 
answered by an agent or the caller abandons the call.  
NOTE:
If the sending switch does not receive a call acceptance or call denial 
message within 120 seconds after the Look-Ahead Interflow call 
request, the Look-Ahead Interflow attempt is dropped and the sending 
switch continues vector processing at the next step.   
						

							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.     
                                                      
Table 3: Call Acceptance Vector Commands
Command Conditions 
announcementAnnouncement available
Queued for announcement
Retrying announcement
check splitCall terminates to agent
Call queued to split
collect digitsAlways (except for Call Prompting ced 
and cdpd digits, which are neutral) 
converse-on splitVRU answers the call
Call queued to converse split
disconnectWith announcement and 
announcement available
With announcement and queued for 
announcement
With announcement and retrying 
announcement
messaging splitCommand successful
Call queued 
						

							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 
attempt, and the call is accepted by
the far end switch
wait-timeAlways (except wait-time hearing i-
silent
, which is neutral) 
Table 4:  Call Denial Vector Commands
Command Conditions
busyAlways
disconnectWith no announcement
With announcement but 
announcement unavailable
reply-bestAlways - used with Best Service 
Routing
Table 3: Call Acceptance Vector Commands — Continued  
Command Conditions  
						

							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 with Best Service 
Routing
converse-on splitCall neither terminates nor queues
goto stepAlways
goto vectorAlways
messaging splitCommand failure
queue-to splitCall neither terminates nor queues
route-toUnsuccessful termination
Trunk not seized
Look-Ahead Interflow call denied by far 
end switch 
stopAlways 
wait-time hearing i-silentAlways (used following an adjunct 
command in applications where the 
adjunct decides whether to accept or 
reject the Look-Ahead calls)  
						

							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 to be answered locally during the interflow process, and does 
not include direct agent calls.   You can program this conditional command 
so that lookahead attempts are placed only on behalf of the call at the head 
of the queue or on behalf of more than one call if you have a large number of 
agents at a remote switch.  
This conditional uses a comparator in the form of the symbols  =, < >,=  and a position (1 to 9) in the eligible queue to define the conditions 
under which you want to perform the command.  In the following example, 
the call would be interflowed if the call was at the head of the queue. 
route-to number 9581234 with cov n if interflow-qpos = 1 
If you wanted to interflow more than one call, to keep more agents busy, you 
could change the command as follows:
route-to number 9581234 with cov n if interflow-qpos 
						

							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. route-to number 99089876543 with cov n if interflow-qpos = 1
9. wait-time 5 secs hearing music
10. goto step 7 if unconditionally
In this example, the rapid lookahead loop is only entered when the call 
reaches one of the top eight positions in queue, as indicated in step 4.  
(Vectors should be written so that calls at the head of the queue have 
advanced to the rapid lookahead loop by the time their turn to interflow is 
reached.)  
						

							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 you want to interflow some of these calls to remote sites.   
The minimum EWT threshold is administered on a field on the Feature-
Related System Parameters form.  To perform this administration:
1. In the command line, enter change system-parameters 
feature
 and press Return.  
2. Go to page 7 of the Feature-Related Parameters form.  If 
Lookahead Interflow is active, you can administer the 
Interflow-Qpos EWT Threshold field. (Lookahead Interflow 
is a feature that must be purchased.  If this feature is not 
active on your system, please contact Lucent Technologies to 
have the feature activated on the Customer-Options form.)
3. In the Interflow-Qpos EWT Threshold field, enter the 
number of seconds, from 0 to 9, to which you want to set the 
EWT threshold.  (The default of 2 seconds is recommended.)
NOTE:
When the lookahead EWT threshold field is set too low, remote agents 
may experience phantom calls. 
						

							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 active.
nUse route-to number with coverage y
 (or route-to digits 
with coverage y
) on a switch only when you do not want Look-
Ahead Interflow call attempts to be made.  This command forces the 
sending switch to assume that the call will always be accepted.  This 
command should only be used when an unconditional interflow is 
desired, for example, when you have exhausted all local resources.    
nUse route-to number with coverage n
 (or route-to digits 
with coverage n) on a switch when you want to ensure  that Look-
Ahead Interflow attempts are made.  
nNever interflow to a remote vector that in turn might interflow back 
to the same local vector.  This can cause a single call to use up all 
available trunks.
nDo not use oldest-call wait with ELAI vectors.  This test condition 
does not give information about the current state of call overload.  
Use the EWT conditional command instead.  
nBe sure the feedback provided by the receiving switch after a 
successful LAI attempt is consistent with what the caller has already 
received.  (For example, you do not want the caller to hear a repeated 
greeting announcement, or hear ringing after listening to music.)
nThe LAI time-out in the sending switch occurs after 2 minutes. If the 
sending switch does not receive a call acceptance or denial message 
within 120 seconds after the LAI request, the LAI attempt is dropped 
and the sending switch continues vector processing with the next 
step.    
						

							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 source of common malfunctions and 
administration errors.
nA Trunk Group Summary report can provide traffic measurements 
for all trunk groups except for Personal Central Office Line Groups.  
You can use it to review such information as trunk usage, calls 
queued, queue overflows, queue abandons, and percentage all trunks 
busy (% ATB).  To display a Trunk Group Summary report, type list 
measurements trunk-group summary  and press Return.  
nA Trunk Group Performance Report can provide a graphical and 
numerical display of the peak hour blocking for each trunk group.  
This allows you to see the percentage of calls that arrive when all 
trunks are busy. You can display this report for the previous or 
current day.  To display a Trunk Group Performance Report, type 
list measurements trunk-group  and 
press Return.  
Interpreting performance
You will want to review the following types of reports regularly to monitor 
the performance of your call center sites and the effectiveness of your ELAI 
implementation.