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 Agent or Agent 
Occupancy reportsAgent occupancy If agent utilization has 
increased as a result of 
interflowing calls  
CMS VDN reports Lookahead interflow 
attemptsHow many attempts 
were made to interflow 
calls
CMS VDN reports Lookahead interflow 
completionsHow many calls were 
successfully interflowed 
						

							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 from the sending 
switch.  Try changing the conditional, for example change 
interflow-qpos = 1 to interflow qpos = 2. 
 
— There may be an insufficient number of tie trunks.  
nIf remote agents are receiving no calls, the maximum number of 
vector steps executed at the sending switch vector may have been 
reached before calls reached the head of the queue.  If this is the 
case, rewrite the sending switch vector.
See the “Troubleshooting Vectors” chapter of the 
DEFINITY Enterprise 
Communications Server Call Vectoring/Expert Agent Selection (EAS) Guide 
for more detailed information, including vector commands and unexpected 
operations.   
						

							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 business rules and call handling preferences, you are able to 
determine the “best” routing for your call center’s calls.  This entire process 
is transparent to your customers, whose calls are routed according to the 
strategy you develop.
NOTE:
BSR can be configured for single-site or multi-site operation.  This 
module focuses on the multi-site version, which operates across a 
network of DEFINITY switches.  
For information about the single-site version, please refer to the “Best 
Service Routing” chapter of the DEFINITY Enterprise Communications 
Server Call Vectoring/Expert Agent Selection (EAS) Guide. 
						

							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 call surplus is experienced when all sites and agents are busy.  
The second is an agent surplus.  An agent surplus is experienced when there 
are no calls queuing and agents are available.  
Call surplus
In a call surplus situation, BSR selects the split/skill with the lowest adjusted 
EWT as the best resource to service the call.  BSR allows you to adjust the 
EWT value for any split/skill in order to program preferences in vectors.  
This allows you to make adjustments for agent expertise, if desired.  When 
agents are available in one or more of the specified resources, BSR does not 
consider EWT adjustments in selecting an agent for a call.   
						

							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 - most idle agent (UCD-MIA):   
Delivers the call to the agent who has been idle the longest.  BSR 
compares all splits/skills specified in the vector before delivering the 
call.  
nExpert agent distribution - most idle agent (EAD-MIA):  
Delivers the call to the agent with the highest skill level who has 
been idle the longest.  BSR compares all the splits/skills specified in 
the vector before delivering the call.    
nUniform call distribution - least occupied agent (UCD-LOA):  
Delivers the call to the agent who is the least occupied.  The 
occupancy calculation is designed to make call distribution more 
equitable among agents.  It considers an agent’s overall work time 
(e.g., calls ringing, calls active, calls on hold, and after call work) 
rather than their position in queue to determine whether they should 
receive the next incoming call.  BSR compares all splits/skills 
specified in the vector before delivering the call.  
nExpert agent distribution - least occupied agent (EAD-LOA):  
Delivers the call to the agent with the highest skill level who is the 
least occupied.  BSR compares all splits/skills specified in the vector 
before delivering the call.  
UCD-LOA and EAD-LOA require the optional CentreVu Advocate 
software.  See the Agent and Call Selection section of this book for more 
information about CentreVu Advocate.   
						

							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 first switch.
The following forms are required for administering a BSR multi-site 
application:
nBest Service Routing Application Plan Form
nVector Directory Number form
nCall Vector form.
Creating a BSR application
You must create a BSR application in the origin switch to define the remote 
locations you will use, tell the DEFINITY ECS how to contact each one, and 
set up VDNs and vectors to handle communications between the origin 
switch and the remote (or receiving) switches.  BSR applications must 
contain the following:
nPrimary VDN:  The active VDN for a call at the origin switch.  
nPrimary Vector:  The vector that handles the incoming call on the 
origin switch.  It contacts the specified remote switches, collects and 
compares information, and delivers or queues the call to the resource 
that is likely to provide the best service.    
nApplication Plan:  The plan that identifies the remote switches you 
may compare and specifies the information that is used to contact 
each switch and route calls to it. 
						

							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 
VDN/vector on a remote switch when this remote switch is 
determined to be the best available.  Each remote switch in a given 
application must have a dedicated interflow VDN/vector. 
Distributed versus centralized 
systems
Multi-site BSR can be implemented as either distributed or centralized 
systems.  You must determine which method you want to implement before 
creating your application plan. 
nDistributed system:  All switches receive incoming calls and query 
other switches to interflow calls when appropriate.
nCentralized system:  One switch serves as a hub, meaning that all 
calls arrive at this switch and are routed from it to the other switches 
in the network.  
Tip:
In a centralized system, only one switch requires application plans and 
primary VDNs/vectors.  In a distributed system, each switch must be 
set up with application plans and primary VDNs/vectors. 
						

							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 switch.   
NOTE:
There are several related steps for the BSR application plan, which are 
covered in the following four sections.  The numbering sequence 
carries through all related sections to ensure that you don’t overlook 
any important tasks when preparing your application plan.  
1. Select the group of callers for which you want to create the 
application.
2. Define the goal of the application, for example, faster 
average speed of answer.
3. Determine which agent selection strategy (on VDNs) will 
best achieve your goal.
4. Decide whether you will implement BSR in a distributed or 
centralized system.
Selecting or creating the elements of 
the application
1. Select the VDNs on each switch that serve the group of 
callers you’ve identified.  On each switch these are the 
primary VDNs for your application.  Record the extensions 
of each VDN that point to a vector with a BSR application.
2. Select the locations you want to include in each application 
plan.  Assign a number from 1 to 255 and a short name (15 
characters or less) to each location to uniquely identify it.   
						

							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 calls to these VDNs.  
Creating the application plan
NOTE:
The following procedures assume that you are using the SAT screen 
or terminal emulator to access the 
DEFINITY software and perform 
BSR administration. 
The plan for each application is identified by a number (the application 
number) and a name.  It specifies the remote switches that might be polled 
by the application and identifies each with a number called the location 
number.   
1. At the command prompt, type add best-service-routing 
### and press Enter.  (In place of ###, type the number 
between 1 and 255 that you want to assign to this BSR 
application.)
NOTE:
A single DEFINITY ECS can have from 1 to 255 application plans, 
and each application plan can have from 1 to 255 locations.  The 
limitation on a single switch is 1,000 application-location pairs, for 
example, 100 applications with 10 locations each, or 50 applications 
with 20 locations each.  (If the switches are connected to a CMS, the 
CMS is limited to eight switches.) 
						

							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 
identify and communicate with one of the resources in the 
plan.
  add best-service-routing 1  Page  1 of   x BEST SERVICE ROUTING APPLICATION PLAN   Number: 1  Name: All-in-One Software Co   Maximum Suppression Time: 60  Lock? y     Ï         Ï                 Ï                       Ï                Ï    Num    Location Name  Switch Node    Status Poll VDN  Interflow VDN     1     Valhalla       14      6795      6777     2     Chicago       15      7555      7597     3     Pasadena       75      916268441234    916268447979     4     Atlanta       80      914047551212    914047553344   ___     ____________  ___________    _______________  ______________   ___     ____________  ___________    _______________  ______________   ___     ____________  ___________    _______________  ______________   ___     ____________  ___________    _______________  ______________   ___     ____________  ___________    _______________  ______________   ___     ____________  ___________    _______________  ______________   ___     ____________  ___________    _______________  ______________   ___     ____________  ___________    _______________  ______________   ___     ____________  ___________    _______________  ______________   ___     ____________  ___________    _______________  ______________   ___     ____________  ___________    _______________  ______________