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Lucent Technologies DEFINITY Enterprise Communication Server Release 8.2 Administrators Guide

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    							DEFINITY ECS Release 8.2
    Administrator’s Guide  555-233-506  Issue 1
    April 2000
    Handling incoming calls 
    157 Managing vectors and VDNs 
    7
    3. In the First Announcement Extension field, type the extension of the 
    announcement you want callers to hear.
    In our example, type 
    1234.
    4. In the First Announcement Delay (sec) field, type the number of seconds 
    you want the caller to wait before hearing the first announcement.
    In our example, type 
    20.
    Tip:
    If you set the delay announcement interval to 0, callers automatically 
    hear the announcement before anything else. This is called a “forced 
    first announcement.”
    5. Press 
    ENTER to save your changes.
    You can use the same announcement for more than one hunt group.
    Managing vectors and VDNs
    This section provides an introduction to vectors and Vector Directory Numbers 
    (VDN). It gives you basic instructions for writing simple vectors.
    !SECURITY ALERT:
    Vector fraud is one of the most common types of toll fraud because vectors 
    route calls based on the Class of Restriction (COR) assigned to the VDN. 
    Refer to BCS Products Security Handbook for more information.
    This section references announcements, hunt groups, queues, splits, and skills, 
    which are covered in detail in other sections of this book. You can also find 
    information about these topics in the DEFINITY ECS Call Vectoring/EAS Guide 
    or DEFINITY BCS and Guestworks Call Vectoring Guide.
    change hunt-group 1                                             Page   3 of  39
                                      HUNT GROUP
    Message Center: ________
    AUDIX Extension: ____
    Message Center AUDIX Name: ______
    Primary? _
    Calling Party Number to INTUITY AUDIX? _
    LWC Reception: _______
    AUDIX Name: _______
    Messaging Server Name: _______
    First Announcement Extension: _____ Delay (sec): __
    Second Announcement Extension: _____ Delay (sec): __ Recurring? _ 
                                      HUNT GROUP
    Message Center: ________
    AUDIX Extension: ____
    Message Center AUDIX Name: ______
    Primary? _
    Calling Party Number to INTUITY AUDIX? _
    LWC Reception: _______
    AUDIX Name: _______
    Messaging Server Name: _______
    First Announcement Extension: 1234 Delay (sec): 20
    Second Announcement Extension: _____ Delay (sec): __ Recurring? _ 
    						
    							DEFINITY ECS Release 8.2
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    Handling incoming calls 
    158 Managing vectors and VDNs 
    7
    What are vectors?
    A vector is a series of commands that you design to tell the system how to handle 
    incoming calls. A vector can contain up to 32 steps and allows customized and 
    personalized call routing and treatment. Use call vectoring to:
    nplay multiple announcements
    nroute calls to internal and external destinations
    ncollect and respond to dialed information
    Tip:
    The vector follows the commands in each step in order. The vector “reads” 
    the step and follows the command if the conditions are correct. If the 
    command cannot be followed, the vector skips the step and reads the next 
    step.
    Your system can handle calls based on a number of conditions, including the 
    number of calls in a queue, how long a call has been waiting, the time of day, day 
    of the week, and changes in call traffic or staffing conditions.
    Writing vectors
    Writing vectors is easy, but we recommend that you set up and test your vectors 
    before you use them across the system.
    We’ll write a vector to handle calls to our main number. It is the first vector so 
    we’ll use number 1.
    Tip:
    Use list vector to see a list of existing vectors.
    Before you start
    nOn the System Parameters Customer-Options screen, verify the Basic Call 
    Vectoring field is y. If not, contact your Lucent representative.
    nTo provide announcements, you need an Announcement circuit pack. Refer 
    to DEFINITY ECS System Description for more information on the circuit 
    pack.
    nUse one of the following:
    nTone Clock with Call Classifier - Tone Detector circuit pack.
    nCall Classifier - Detector circuit pack. 
    						
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    159 Managing vectors and VDNs 
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    Instructions
    To write a vector:
    1. Type 
    change vector 1 and press RETURN.
    The Call Vector
     screen appears.
    The vector Number field on the left side of the screen is filled in 
    automatically.
    2. In the Name field, type a description for the vector.
    In our example, type 
    main number calls.
    Tip:
    The information in the heading of the Call Vector screen is display 
    only. Use 
    display system-parameters customer-options to see the 
    features that are turned on in your switch.
    3. Type your vector steps in the numbered column on the left of the screen.
    Tip:
    When you type in your vector steps, the switch automatically 
    completes some of the vector step information for you. For example, if 
    you type “q” in a vector step field, the switch fills in “queue-to.” 
    Also, additional fields appear when you complete a field and press 
    TA B. This makes it very easy to type in your vector steps.
    Now that vector 1 is set up, let’s add a vector step to it to tell the switch how to 
    handle the calls to our main number.
     
                                    CALL VECTOR
    Number: 1 Name: main number  calls ______ Multimedia? n Lock? n
    Basic? y  EAS? n  G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
    Prompting? y  LAI? n  G3V4 Adv Route? n CINFO? n  BSR? n
      01 ____________
      02 ____________
      03 ____________
    04 ____________
    05 ____________
    06 ____________
    07 ____________
    08 ____________
    09 ____________
    10 ____________
    11 ____________ 
    						
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    Putting a call in a queue
    Write a vector so that calls that come into the main business number redirect to a 
    queue.
    We’ll use a vector-controlled hunt group for the main number queue. This hunt 
    group was set up as main split 47. When calls first arrive, all calls to our main 
    number should be queued as “pri 1” for low priority.
    To queue calls, write the following vector (step 2). (Please note, we started our 
    example on step 2 because step 1 is used later in this chapter.)
    Tip:
    Remember, the switch automatically fills in some of the information when 
    you type your vector step and press 
    TA B.
    Playing an announcement
    Write a vector to play an announcement for callers in a queue. Use the 
    announcement to ask callers to wait. You need to record the announcement before 
    the vector can use it.
    Let’s play our announcement 4001, asking the caller to wait, then play music for 
    60 seconds, then repeat the announcement and music until the call is answered. 
    The 
    goto command creates the loop to repeat the announcement and the music. 
    Unconditionally means under all conditions.
     
                                    CALL VECTOR
    Number: 1 Name: main number  calls ______ Multimedia? n Lock? n
    Basic? y  EAS? n  G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
    Prompting? y  LAI? n  G3V4 Adv Route? n CINFO? n  BSR? n
      01 ____________
      02
    queue-to main split 47 pri 1  03 ____________
    04 ____________
    05 ____________
    06 ____________
    07 ____________
    08 ____________
    09 ____________
    10 ____________
    11 ____________ 
    						
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    Tip:
    Rather than loop your vectors directly back to the announcement step, go to 
    the previous queue-to step. This way, if for some reason the call does not 
    queue the first time, the switch can attempt to queue the call again. If the call 
    successfully queued the first time though, it merely skips the queue-to step 
    and plays the announcement. The system cannot queue a call more than 
    once in the exact same priority level.
    To play and repeat an announcement, write this vector (steps 3-5):
    Routing based on time of day
    Write a vector for calls that come in after your office closes.
    Assume that your business is open 7 days a week, from 8:00 a.m. to 5:00 p.m. 
    When calls come in after business hours, you want to play your announcement 
    4002, which states that the office is closed and asks callers to call back during 
    normal hours. Write the vector so the call disconnects after the announcement is 
    played.
     
                                    CALL VECTOR
    Number: 1 Name: main number  calls ______ Multimedia? n Lock? n
    Basic? y  EAS? n  G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
    Prompting? y  LAI? n  G3V4 Adv Route? n CINFO? n  BSR? n
      01 ____________
      02 queue-to main split 47 pri 1
    03
    announcement 4001 (All agents are busy, please wait...)04wait-time 60 secs hearing music05goto step 2 if unconditionally06 ____________
    07 ____________
    08 ____________
    09 ____________
    10 ____________
    11 ____________ 
    						
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    For after hours treatment, write this vector (steps 1, 6, and 7):
    If the 
    goto command in step 5 fails, the switch goes to the next step. The stop in 
    step 6 prevents callers from incorrectly hearing the “office is closed” 
    announcement in step 7. 
    Stop keeps the call in the state it was in before the 
    command failed. In this case, if step 5 fails, the call remains in step 4 and the 
    caller continues to hear music.
    !CAUTION:
    Add a stop vector step only after calls are routed to a queue. If a stop 
    vector is executed for a call not in queue, the call drops.
    Allowing callers to leave a message
    Write a vector that allows callers to leave messages. This type of vector uses a 
    hunt group called a messaging split. For our example, we send after-hours calls to 
    the voice mailbox at extension 2000 and use messaging split 99.
    Once the vector routes a call to the mailbox, the caller hears a greeting (that was 
    recorded with the voice mail for mailbox 2000) that tells them they can leave a 
    message.
     
                                    CALL VECTOR
    Number: 1 Name: main number  calls ______ Multimedia? n Lock? n
    Basic? y  EAS? n  G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
    Prompting? y  LAI? n  G3V4 Adv Route? n CINFO? n  BSR? n
      01
    goto step 7 if time-of-day is all 17:00 to all 8:00  02 queue-to main split 47 pri 1
      03 announcement 4001 (All agents are busy, please wait...)
    04 wait-time 60 secs hearing music
    05 goto step 2 if unconditionally
    06
    stop07disconnect after announcement 4002 (“We’re sorry, our office is closed...“)08 ____________
    09 ____________
    10 ____________
    11 ____________ 
    						
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    To let callers leave messages, write this vector (step 7):
    Redirecting calls during an emergency or holiday
    You can provide a quick way for a supervisor or agent to redirect calls during an 
    emergency or holiday. Use a special mailbox where you can easily change 
    announcements. This vector is also an alternative to making sure all agents log out 
    before leaving their phones.
    In our example, no agents are normally logged in to split 10. We’ll use split 10 for 
    an emergency. We preset buttons on our agents’ phones so people with these 
    phones can log in at the touch of a button.
    To quickly redirect calls:
    1. Create a special mailbox with the appropriate announcement such as “We 
    are unable to answer your call at this time” or “Today is a holiday, please 
    call back tomorrow.”
    In our example, we recorded the mailbox greeting for extension 2001.
    2. Insert the following bold steps (steps 1, 10, and 11). 
    Refer to ‘‘
    Inserting a step’’ on page 165 for more information.
     
                                    CALL VECTOR
    Number: 1 Name: main number  calls ______ Multimedia? n Lock? n
    Basic? y  EAS? n  G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
    Prompting? y  LAI? n  G3V4 Adv Route? n CINFO? n  BSR? n
      01 goto step 7 if time-of-day is all 17:00 to all 8:00
      02 queue-to main split 47 pri 1
      03 announcement 4001 (All agents are busy, please wait...)
    04 wait-time 60 secs hearing music
    05 goto step 2 if unconditionally
    06 stop
    07
    messaging split 99 for extension 200008 ____________
    09 ____________
    10 ____________
    11 ____________ 
    						
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    When there is an emergency, fire drill, or holiday, the supervisor or agent logs into 
    this split.
    When an agent logs into split 10, the system looks at vector step 1, sees that more 
    than 0 people are logged into split 10, and sends calls to step 10 (which sends to 
    messaging split 99).
    When your business returns to normal and the agent logs out of split 10, call 
    handling returns to normal.
    Giving callers additional choices
    You can give your callers a list of options when they call. Your vector tells the 
    switch to play an announcement that contains the choices. The switch collects the 
    digits the caller dials in response to the announcement and routes the call 
    accordingly.
    We’ll create a vector that plays an announcement, then lets callers dial an 
    extension or wait in the queue for an attendant.
    Please note, the following example of this “auto attendant” vector is a new vector 
    and is not built on the vector we used in the previous example.
     
                                    CALL VECTOR
    Number: 1 Name: main number  calls ______ Multimedia? n Lock? n
    Basic? y  EAS? n  G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
    Prompting? y  LAI? n  G3V4 Adv Route? n CINFO? n  BSR? n
      01
    goto step 10 if staff agents split 10 > 002 goto step 8 if time-of-day is all 17:00 to all 8:00
      03 queue-to main split 47 pri 1
      04 announcement 4001 (All agents are busy, please wait...)
    05 wait-time 60 secs hearing music
    06 goto step 2 if unconditionally
    07 stop
    08 messaging split 99 for extension 2000
    09 stop
    10
    messaging split 99 for extension 200111stop 
    						
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    To let callers connect to an extension, write this kind of vector:
    Inserting a step
    It is easy to change a vector step and not have to retype the entire vector. Let’s add 
    announcement 4005 between step 3 and step 4 in vector 20.
    To insert a new vector step in vector 20:
    1. Type 
    change vector 20 and press RETURN.
    The Call Vector
     screen appears.
    2. Press 
    EDIT.
    3. Type 
    i followed by a space and the number of the step you want to add.
    In our example, type 
    i 4.
    4. Type the new vector step.
    We’ll type 
    announcement 4005 (Please wait...).
    5. Press 
    ENTER to save your changes.
    Tip:
    When you insert a new vector step, the system automatically renumbers the 
    rest of the vector steps and all references to the vector steps. The switch 
    inserts a “*” when the numbering needs more attention.
     
                                    CALL VECTOR
    Number: 1 Name: main number  calls ______ Multimedia? n Lock? n
    Basic? y  EAS? n  G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
    Prompting? y  LAI? n  G3V4 Adv Route? n CINFO? n  BSR? n
    01
    wait-time 0 seconds hearing music
    02collect 4 digits after announcement 4004 (You have reached our company.
    Please dial a 4-digit extension or wait for the attendant.)
    03route-to digits with coverage y
    04route-to number 0 with cov n if unconditionally
    05stop06 ____________
    07 ____________
    08 ____________
    09 ____________
    10 ____________ 
    						
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    Deleting a step
    To delete vector step 5 from vector 20:
    1. Type 
    change vector 20 and press RETURN.
    The Call Vector
     screen appears.
    2. Press 
    EDIT.
    3. Type 
    d followed by a space and the number of the step you want to delete.
    In our example, type 
    d 5.
    Tip:
    You can delete a range of vector steps. For example, to delete steps 2 
    through 5, type 
    d 2-5 and press ENTER.
    4. Press 
    ENTER to save your changes.
    Tip:
    When you delete a vector step, the system automatically renumbers 
    the rest of the vector steps and all references to the vector steps. The 
    switch inserts a “*” when the numbering needs more attention.
    More information
    Refer to DEFINITY ECS Call Vectoring/EAS Guide or DEFINITY BCS and 
    Guestworks Call Vectoring Guide or DEFINITY BCS and Guestworks Call 
    Vectoring/EAS Guide for more information.
    Automated Attendant competes with several features for ports on the Call 
    Classifier — Detector circuit pack or equivalent. Refer to DEFINITY ECS System 
    Description for more information on the circuit pack.
    Fixing problems
    If there is a problem with a vector, the switch records the error as a vector event. 
    Vector events occur for a number of reasons including problems with a trunk, full 
    queue slots, or the vector reaching the maximum 1000 steps allowed.
    Use 
    display events to access the Event Report screen and see the event record. 
    Use the event record to see why the vector failed.
    To view the Event Report:
    1. Type 
    display events and press RETURN.
    The Event Report screen appears. 
    						
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