Lucent Technologies DEFINITY Enterprise Communication Server Release 8.2 Administrators Guide

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
167 Managing vectors and VDNs 
7
2. To see all current vector events, press RETURN.
OR
Indicate the events that you want to see by completing the Report Period 
and Search Option fields. Refer to DEFINITY ECS Call Vectoring/EAS 
Guide or DEFINITY BCS and Guestworks Call Vectoring Guide for more 
information.
3. Press 
ENTER to view the report.
The Event Report (detail) screen appears.
Look at the information in Event Data field to diagnose the vector event. In 
this example, there was a problem with:
nVector 12, step 5
nSplit 89
Vector directory numbers
A vector directory number (VDN) is an extension that directs an incoming call to 
a specific vector. This number is a “soft” extension number not assigned to an 
equipment location. VDNs must follow your dial plan.
Let’s create VDN 5011 for our sales department. A call into 5011 routes to vector 
11. This vector plays an announcement and queues calls to the sales department.
 
                                EVENT REPORT
The following option control which events will be displayed:
EVENT CATEGORY
Category: Vector
REPORT PERIOD
Interval: _a_ From: __/__/__:__ To: __/__/__:__
SEARCH OPTIONS
Vector Number: __
Event Type: ___
 
                                EVENT REPORT
Event Event  Event Event First  Last  Event
Type  Description  Data 1  Data 2  Occur  Occur  Cnt
20 Call not queued  12/5  B  09/28/13:43 09/28/13:43 21
541  Not a messaging split Split  4C  09/28/13:43  09/28/13:43  136 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
168 Managing vectors and VDNs 
7
!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.
Adding a vector directory number
To add a vector directory number:
1. Type 
add VDN 5011 and press RETURN.
You enter the VDN extension you want to add. The Vector Directory 
Number screen appears.
2. Type a description for this VDN in the Name field.
In our example, type 
Sales Department.
The information in the VDN Name field appears on a display phone. This 
allows the agent to recognize the nature of the call and respond 
accordingly.
Tip:
The VDN Override on the Vector Directory Number screen controls 
the operation of the display.
3. Enter the vector number.
In our example, type 
11.
 
                            VECTOR DIRECTORY NUMBER
                             Extension: 5011
                                  Name: Sales Department
                    Allow VDN Override? n
                                   COR: 1
                                    TN: 1
                         Vector Number: 11
                            AUDIX Name:
                 Messaging Server Name:
                              Measured: both
Acceptable Service Level (sec):
         VDN of Origin Annc. Extension: 301
                             1st Skill:
                             2nd Skill:
                             3rd Skill:
                    Return Destination:
VDN Timed ACW Interval:
BSR Application:
BSR Available Agent Strategy: 1st-found 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
169 Understanding Automatic Call Distribution 
7
4. In the Measured field, indicate how you want to measure calls to his VDN.
In our example, type 
both (for both CMS and BCMS).
Tip:
BCMS must be enabled to use “both.” Use display 
system-parameters customer-options
 to see if BCMS is enabled.
5. Press 
ENTER to save your changes.
Viewing vector directory numbers
To see the VDNs already associated with your vectors:
1. Type 
list VDN and press RETURN.
The Vector Directory Number
 screen appears.
Each VDN maps to one vector. Several VDNs can map to the same vector.
Understanding Automatic Call 
Distribution
Automatic Call Distribution (ACD) is a DEFINITY ECS feature used in many call 
centers. ACD gives you greater flexibility to control call flow and to measure the 
performance of agents.
ACD systems operate differently from non-ACD systems, and they can be much 
more complex. ACD systems can also be more powerful because they allow you 
to use features and products that are not available in non-ACD systems. Refer to 
DEFINITY ECS Guide to ACD Call Centers for more information on ACD call 
centers.
                         VECTOR DIRECTORY NUMBER
                                                                 Event
VDN Vec Orig Notif Skills
Name  Ext Ovrd  COR TN Num  Meas  Annc   Adj 1st 2nd 3rd
Tech Support                5000  y    59  1 234 none 301
Customer Serv.              5001  n    1  1 1  none  302
New Orders                  5002  y    23  1 5  none  303 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
170 Assigning a terminating extension group 
7
Enhancing an ACD system
First, all call center management systems (such as Lucent’s Basic Call 
Management System (BCMS), BCMSVu, and the sophisticated CentreVu Call 
Management System) require ACD. These management systems give you the 
ability to measure more aspects of your center’s operation, and in more detail, 
than is possible with standard DEFINITY ECS reports.
Call vectoring greatly enhances the flexibility of a call center, and most vectoring 
functions require ACD. Vectoring is a simple programming language that allows 
you to custom design every aspect of call processing. Refer to ‘‘
What are 
vectors?’’ on page 158 for more information.
Together, ACD and vectoring allow you to use Expert Agent Selection (EAS). For 
a variety of reasons, you may want certain agents to handle specific types of calls. 
For example, you may want only your most experienced agents to handle your 
most important customers. You may have multilingual agents who can serve 
callers in a variety of languages.
EAS allows you to classify agents according to their specific skills and then to 
rank them by ability or experience within each skill. DEFINITY ECS uses these 
classifications to match each call with the best available agent. Refer to 
DEFINITY ECS Call Vectoring/EAS Guide or DEFINITY BCS and Guestworks 
Call Vectoring Guide or the DEFINITY BCS and Guestworks Call Vectoring/EAS 
Guide for more information on call vectoring and EAS.
Assigning a terminating extension 
group
A Terminating Extension Group (TEG) allows an incoming call to ring as many as 
4 phones at one time. Any user in the group can answer the call.
Once a member of the TEG has answered a group call, the TEG is considered 
busy. If a second call is directed to the group, it follows a coverage path if one has 
been assigned.
Instructions
Now assign a terminating extension group to the advertising department. For 
example, let’s assign this TEG to extension 6725.
1. Type 
add term-ext-group next and press RETURN.
The Terminating Extension Group
 screen appears. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
171 Assigning a terminating extension group 
7
2. In the Group Extension field, type 6725.
This is the extension for the advertising group.
3. In the Group Name, type 
advertising.
This is the name of the group.
4. In the Coverage Path field, type 
5.
This is the number of the call coverage path for this group.
5. In the COR field, leave the default as 
1.
6. In the TN field, leave the default as 
1.
7. In the ISDN Call Display field, type 
mbr-name.
This specifies that the member name (member of the TEG where the call 
terminated) is sent to the originating user.
8. In the Ext field, in the 1st place, type 
5101.
9. In the 4th place, type 
5102.
10. Press 
ENTER to save your changes.
11. Type 
change station 6725 and press RETURN.
The Station
 screen for extension 6725 appears.
 
                       TERMINATING EXTENSION GROUP
    Group Number: 1                             Group Extension: 6725
      Group Name: advertising   Coverage Path: 5
   Security Code:                                           COR: 1
                                                             TN: 1
ISDN Caller Disp: mbr-name  LWC Reception: none
      AUDIX Name:                         Messaging Server Name:
GROUP MEMBER ASSIGNMENTS
    Ext     Name                            Ext     Name
 1: 5101  27 character name sta 51001  3:
 2:                                      4: 5102  27 character name sta 51002 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
172 Assigning a terminating extension group 
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12. In the Bridged Call Alerting field, type y.
This provides audible ringing for TEG calls.
13. In the Button Assignments section, type 
term-x-gr 1.
This is the TEG button for the advertising group.
14. Press 
ENTER to save your changes.
                                                              Page 2 of X
                                          STATION
FEATURE OPTIONS
LWC Reception? msa-spe  Auto Select Any Idle Appearance? n
         LWC Activation? y  Coverage Msg Retrieval? y
    CDR Privacy? n Auto Answer: none
  Redirect Notification? y  Data Restriction? n
Per Button Ring Control? n Idle Appearance Preference? n
PCOL/TEG Call Alerting? n  
Active Station Ringing: single  Restrict Last Appearance? y
Per Station CPN - Send Calling Number? _
        H.320 Conversion? n
         AUDIX Name: ______
  Messaging Server Name: ______  Audible Message Waiting? n
 Display Client Redirection? n
Select Last Used Appearance? n 
						

							Routing outgoing calls 
173 World class routing 
8
DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
8
Routing outgoing calls
World class routing
Your system uses Automatic Alternate Routing (AAR) and Automatic Route 
Selection (ARS) to direct outgoing calls.
nAAR routes calls within your company over your own private network.
nARS routes calls that go outside your company over public networks. ARS 
also routes calls to remote company locations if you do not have a private 
network.
Automatic routing begins when a user dials a Feature Access Code (FAC) 
followed by the number the user wants to call. The switch analyzes the digits 
dialed, selects the route for the call, deletes and inserts digits if necessary, and 
routes the call over the trunks you specify in your routing tables. ARS and AAR 
can access the same trunk groups and share the same route patterns and other 
routing information. ARS calls can be converted to AAR calls and vice-versa.
The FAC for AAR is usually the digit 8. The FAC for ARS is usually the digit 9 in 
the US and 0 outside of the US. Your Lucent technician sets up AAR on your 
switch and usually assigns the AAR FAC at the same time. You can administer 
your own ARS FAC. 
This section describes only ARS call routing. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Routing outgoing calls 
174 Managing calling privileges 
8
Managing calling privileges
Each time you set up a phone, you use the station screen to assign a COR. You can 
create different CORs for different groups of users. For example, you may want 
executives in your company to have different calling privileges than receptionists.
When you set up a COR, you specify a Facility Restriction Level (FRL) on the 
Class of Restriction screen. The FRL determines the calling privileges of the user. 
Facility Restriction Levels are ranked from 0–7, where 7 has the highest level of 
privileges.
You also assign an FRL to each route pattern preference in the route pattern 
screen. When a user makes a call, the system checks the user’s COR. The call is 
allowed if the caller’s FRL is higher than or equal to the route pattern preference’s 
FRL.
Instructions
Let’s say we are setting up a new phone for an executive. The current translations 
assign COR 1, with outward restrictions and an FRL 0, which is the lowest 
permission level available. We want to assign a COR with the highest level of 
permissions, FRL 7, to station 1234. 
To change station 1234 from COR 1 to COR 7:
1. Type 
change station 1234 and press RETURN. 
The Station
 screen appears.
2. In the COR field, type 
7 and press ENTER to save your changes. 
3. To change from FRL 0 to FRL 7, type 
change cor 7 and press RETURN.
The Class of Restriction
 screen appears.
4. In the FRL field, type 
7 and press ENTER to save your changes.
Now all users with COR 7 will have the highest level of calling 
permissions.
Assigning ARS FAC
Be sure the ARS Feature Access Code (FAC) is set up on your system. In the U.S., 
9 is usually the ARS FAC. Users dial 9 to make an outgoing call. 
When a user dials 9 to access ARS and make an outgoing call, the ARS access 
code 9 is dropped before digit analysis takes place. will not be part of the digit 
analysis. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Routing outgoing calls 
175 Displaying ARS analysis information 
8
Instructions
To assign the ARS FAC:
1. Type 
change dialplan and press ENTER.
The Dial Plan Record
 screen appears.
2. Move to the 9 row and type 
fac in the first column. Press ENTER to save 
your changes.
3. Type 
change features and press ENTER. 
The Feature Access Code
 screen appears.
4. Type 
9 in the ARS - access code field and press ENTER to save your 
changes.
Displaying ARS analysis information
Instructions
You’ll want to become familiar with how your system currently routes outgoing 
calls. To display the ARS Digit Analysis Table that controls how the system routes 
calls that begin with 1:
1. Type 
display ars analysis 1 and press RETURN.
The ARS Digit Analysis Table for dialed strings that begin with 1 appears. 
Note that the switch displays only as many dialed strings as can fit on one 
screen at a time.
To see all the dialed strings that are defined for your system, run an ARS Digit 
Analysis report:
1. Type 
list ars analysis and press RETURN.
The ARS Digit Analysis Report appears. You may want to print this report 
to keep in your paper records.
Understanding ARS analysis
With ARS, the switch checks the digits in the number called against the ARS 
Digit Analysis Table to determine how to handle the dialed digits. Your switch 
also uses Class of Restriction (COR) and Facility Restriction Level (FRL) to 
determine the calling privileges.
Let’s look at a very simple AAR and ARS Digit Analysis Table
. Your system 
likely has more defined dialed strings than our example. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Routing outgoing calls 
176 Understanding ARS analysis 
8
The far-left column of the ARS Digit Analysis Table lists the first digits in the 
dialed string. When a user makes an outgoing call, the system analyzes the digits, 
looks for a match in the table, and uses the information in the matching row to 
determine how to route the call.
Let’s say a caller places a call to 1-303-233-1000. The switch matches the dialed 
digits with those in the first column of the table. In this example, the dialed string 
matches the ‘1’. Then the systems matches the length of the entire dialed string 
(11 digits) to the minimum and maximum length columns. In our example, the 
11-digit call that started with 1 follows route pattern 30 as an fnpa call.
Tip:
The first dialed digit for an external call is often an access code. If ‘9’ is 
defined as the ARS access code, the switch drops this digit and analyzes the 
remaining digits with the ARS Analysis Table.
The Route Pattern points to the route that handles the calls that match this dial 
string.
Call Type tells what kind of call is made with this dial string. Call type helps the 
switch decide how to handle the dialed string.
Examples of digit conversion
Your system uses the AAR or ARS Digit Conversion Table to change a dialed 
number for more efficient routing. Digits may be inserted or deleted from the 
dialed number. For instance, you can tell the switch to delete a 1 and an area code 
on calls to one of your locations, and avoid long-distance charges by routing the 
call over your private network.
ARS DIGIT ANALYSIS TABLE
Location:  all Percent Full:    6
Dialed  Total  Route  Call Node ANI
 String  Min Max  Pattern Type  Num  Req
1____________________1  1 12  svcl  ___  n
1____________________11_ 11 ____30  fnpa ___  n
1____________________12_ 23____ 17  intl  ___  n
10xxx________________5 _ 5 ____ deny  op ___  n
1800_________________11_ 11____ 30   fnpa  ___  n
2____________________7 _ 7 ____ 2  hnpa ___  n
3____________________7 _ 7 ____ 2  hnpa ___  n
4____________________7 _ 7 ____ 2  hnpa ___  n
5____________________7 _ 7 ____ 2  hnpa ___  n
6____________________7 _ 7 ____ 2  hnpa ___  n
7____________________7 _ 7 ____ 2  hnpa ___  n