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 the name you assigned 
to this location. 
Switch Node Optional This field is for user reference 
only  (see the node numbers 
entered in the UCID Network 
Node ID field on page 4 of the 
Feature-Related System 
Parameters form).
Status Poll VDN Required This string (up to 16 digits 
long), is the complete digit 
string your switch will dial for 
the status poll call.
Interflow VDN Required This string (up to 16 digits 
long) is the complete digit 
string your switch will dial to 
interflow a call to this location.   
						

							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 on the subsequent VDN, 
including its BSR Available Agent Strategy, to 
replace the settings on this VDN.
nn:  Does not allow the settings on the subsequent 
VDN, including its BSR Available Agent Strategy, to 
replace the settings on this VDN.
3. In the BSR Application field, type the application number 
you assigned to the plan. 
						

							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
nead-mia:  Highest skill level agent who has been idle the longest
nucd-loa:  Least occupied agent (requires CentreVu Advocate)
nead-loa:  Highest skill level agent who is the least occupied (requires 
CentreVu Advocate).
Tip:
In multi-site BSR applications, the 1st-found available agent strategy 
results in fewer interflows and minimizes the load on interswitch 
trunking.  Additionally, 
DEFINITY ECS has less processing to 
perform for each call in BSR vectors, since it may not need to 
compare as many resources to identify the best.  If processing power 
and tie trunk capacity are issues in your call center, you may want to 
use this strategy.  
The following VDN form shows a VDN that is linked to BSR Application 
Plan 1.  The BSR Available Agent Strategy in this example is EAD-MIA.    
						

							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 activated, implement the strategy you enter in your 
application plan. 
  add vdn 6015 Page  1 of   1 
VECTOR DIRECTORY NUMBER 
 
 Extension: 6015 
  Name: All-in-One Software Company 
  Allow VDN Override? y 
 COR: 23 
 TN: 1 
  Vector Number: 15 
 
 
 Measured: internal 
  Acceptable Service Level (sec): 30 
  VDN of Origin Annc. Extension:  
 1
st Skill:  
 2nd Skill:  
 3rd Skill:  
  Return Destination:  
  VDN Timed ACW Interval:  
  BSR Application: 1 
Ì 
  BSR Available Agent Strategy: ead-mia  Ì 
 
 
  
						

							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 locationUsed to obtain the EWT and agent 
data from a remote location needed to 
identify its best resource.  One 
consider step must be written for each 
location you want to check.
reply-bestUsed to return data to another switch 
in response to a status poll.
queue-toUsed with the best keyword to queue 
or route calls to the best resource 
identified by the consider sequence.
checkUsed with the best keyword to queue 
or route calls to the best resource 
identified by the consider sequence if 
the resource meets certain conditions.
best (keyword) Used to write queue-to, check, and 
goto commands that refer the 
resource identified as best by a series 
of consider steps.  (Goto best is for 
special applications and not used in all 
BSR vectors.) 
						

							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 Vectoring/Expert Agent Selection (EAS) 
Guide. 
Primary vector
When a call arrives at the origin switch, it is processed by the primary 
vector.  This vector begins the BSR process by considering resources you’ve 
specified in your application plan.
1. wait time 0 secs hearing ringback
2. consider split 1 pri m adjust-by 0
3. consider location 2 adjust-by 30
4. queue-to-best
In this example, the consider commands in steps 2 and 3 collect 
information to compare local split 1 with one or more splits at location 2.  
Step 4 queues the call to the best split found.  (Details about the adjust-by 
commands are found later in this section.) 
						

							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 
switch.
1. consider split 2 pri m adjust-by 0
2. consider split 11 pri m adjust-by 0
3. reply-best
In this example, the vector considers splits 2 and 11 and sends this 
information back to the origin switch.
Interflow vector
The interflow vector on a remote switch accepts the interflowed call from 
the origin switch.  It uses the same consider series as the status poll vector 
to identify the best resource, in the event conditions have changed since the 
status poll.
The following is an example of an interflow vector that contains the same 
consider steps as the status poll example above.  The only difference in the 
vector is the last step, which in this case  queues the call to the best split.
1. consider split 2 pri m adjust-by 0
2. consider split 11 pri m adjust-by 0
3. queue-to best
!CAUTION:
BSR will not operate correctly unless the consider series in the 
status poll vector and the interflow vector use the same splits/skills 
with the same queue priorities.   
						

							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 must be enabled on the System-Parameters 
Customer-Options form before programming BSR commands in a 
vector step:  Basic Call Vectoring; “Vectoring (G3V4 Advanced 
Routing),”  “Vectoring (Best Service Routing),” and “Look-Ahead 
Interflow (LAI).”  
nArrange consider steps in order of preference, for example, the 
consider step that tests the main, or preferred, resource, should be 
first in the series.
nDo not enter any commands that would cause a delay (other than 
goto commands) between steps of a consider series.   
nDo not program a consider series in vector loops.
nConfirm that calls queue successfully.  This check is recommended 
for all vectors.  Since EWT is infinite for a call that hasn’t queued, a 
step that checks EWT after a queue attempt is a good confirmation 
method.  After a queue-to best step, for example, use a command 
such as 
goto step x if expected-wait 
						

							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 distributed applications, the smaller the adjustment, the closer the 
load balance across the network, but the greater the percentage of calls 
redirected between switches (and the greater the demands on inter-
switch trunking).  Higher adjustments reduce interflows, but allow 
greater imbalance in the load between switches.  For more details 
about adjustments, refer to the 
DEFINITY Enterprise 
Communications Server Call Vectoring/Expert Agent Selection (EAS) 
Guide. 
The adjustment is considered by the status poll vector in selecting the best 
resource on its switch.  The adjustment is then returned to the origin switch 
along with the other data for that resource.  When DEFINITY ECS receives 
this adjustment from the remote switch, it adds it to any adjustment that was 
assigned to that location in the consider location step.  
You can assign a value of 0 to 100 in user adjustments.  The units of this 
value are supplied by the switch depending on the conditions whenever that 
consider step executes.  For example, in the command consider split 1 
pri h adjust-by 20, DEFINITY ECS interprets adjust-by 20 to mean add 
20% to the EWT, but add at least 20 seconds.  For actual EWTs of 1 to 100 
seconds, an adjustment of 20 adds 20 seconds.  For EWTs greater than 100 
seconds, the same adjustment adds 20% to the actual EWT for the split/skill 
specified in the consider step.  For example, if the actual EWT is 120 
seconds and an adjust-by value of 20 is assigned, the adjusted EWT would 
be 144 seconds.  
						

							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 adjust-by 30
4. queue-to best
Tip:
User adjustments are applied to a single split or skill, not to an entire 
location.