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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
    Screen reference 
    707 Hunt Group 
    17
    Acceptable Service Level (sec) 
    Enter the number of seconds within which calls to this hunt group should be 
    answered. This allows BCMS and/or VuStats to report a percentage of calls that 
    were answered within the specified time. This entry is also used by the CentreVu® 
    Advocate Service Objective feature.
    AAS
    Appears when the ACD field is 
    y.
    Expected Call Handling Time (sec)
    Appears only if, on the System-Parameters Customer-Options screen, either the 
    Vectoring (Advanced Routing) or CentreVu Advocate field is 
    y.
    Valid entries Usage
    0 through 9999 seconds  
    Valid entries Usage
    y/n
    Enter y if this hunt group is to serve as an Auto-Available 
    Split.
    Valid entries Usage
    1
     to 9999Establishes the number of seconds for expected call handling. 
    This value is used to initialize Expected Wait Time and is also 
    used by the CentreVu® Advocate Percent Allocation feature. 
    						
    							DEFINITY ECS Release 8.2
    Administrator’s Guide  555-233-506  Issue 1
    April 2000
    Screen reference 
    708 Hunt Group 
    17
    Measured
    Provides measurement data for the ACD split/skill collected (internal to the 
    switch) for VuStats or BCMS. This measurement data is collected for VuStats and 
    BCMS only if, on the System-Parameters Customer-Options screen, they are 
    y.
    VuStats Objective
    Enter a numerical user-defined objective. An objective is a split or skill goal for 
    the call. This could be an agent objective such as a specific number of calls 
    handled or an average talk time. The objective could also be a percent within the 
    service level. The objective appears on the VuStats display and allows agents and 
    supervisors to compare the current performance against the value of the objective 
    for the split or skill.
    You can use this value in a customized VuStats display format if, on the VuStats 
    display format screen, the Object Type field is either 
    agent, agent-extension, or 
    split.
    This field appears only if, on the System-Parameters Customer-Options screen, 
    the VuStats field is 
    y and the Measured field is either internal or both.
    Valid entries Usage
    internal
    If you enter internal in this field and on the 
    System-Parameters Customer-Options screen neither the 
    VuStats or BCMS field is 
    y, the system displays the following 
    message:
     cannot be used; assign 
    either BCMS or VuStats first
    Contact a Lucent representative to assist with any changes 
    you want to make on the System-Parameters 
    Customer-Options screen.
    externalProvides measurements made by the Call Management 
    System (external to switch).
    bothProvides measurements collected both internally and 
    externally.
    noneMeasurement reports for this hunt group are not required.
    Valid entries Usage
    0-99999
    Enter a split or skill objective. 
    						
    							DEFINITY ECS Release 8.2
    Administrator’s Guide  555-233-506  Issue 1
    April 2000
    Screen reference 
    709 Hunt Group 
    17
    Supervisor Extension
    Timed ACW Interval (sec)
    When a value is entered in this field, an agent in auto-in work mode who receives 
    an ACD call from this hunt group is placed automatically into After Call Work 
    (ACW) when the call drops. Enter the number of seconds the agent should remain 
    in ACW following the call. When the administered time is over, the agent 
    automatically becomes available. Timed ACW cannot be administered if the hunt 
    group is adjunct controlled, is an AUDIX Message Center, or is an auto-available 
    split. The Timed ACW Interval field appears only if, on page 3 of the System 
    Parameters Customer-Option screen, the Timed ACW field is 
    y.
    Priority On Intraflow
    Does not appear if the Vector field is 
    y.
    Service Level Supervisor
    Appears if, on the System Parameters Customer-Options screen, the CentreVu 
    Advocate field is 
    y and, on the Hunt Group screen, the ACD and Skill fields are y. 
    For information on CentreVu® Advocate, please contact your Lucent Account 
    Executive or refer to the CentreVu® Advocate User Guide.
    Valid entries Usage
    Enter the extension number (cannot be a VDN number) of the 
    ACD split/skill supervisor that agents will reach when using 
    the Assist feature
    Valid entries Usage
    1-9999
    The number of seconds the agent should remain in ACW 
    following the call.
    Valid entries Usage
    y/n
    Enter y for calls intraflowing from this split to a covering split 
    to be given priority over other calls waiting in the covering 
    split queue.
    Valid entries Usage
    y/n
    Enter y to use Service Level Supervisor for this skill.  
    						
    							DEFINITY ECS Release 8.2
    Administrator’s Guide  555-233-506  Issue 1
    April 2000
    Screen reference 
    710 Hunt Group 
    17
    Inflow Threshold
    Appears only when the Vector field is 
    n and the Queue field is y. Enter the number 
    of seconds that a call can remain in the queue before no more calls will be 
    accepted by the queue. If 0 is entered, a call is redirected to this split/skill only if 
    there is an available agent.
    Level 1 Threshold (sec)
    Enter the number of seconds corresponding to the Expected Wait Time (EWT) 
    you want to set for this threshold. For example, if you enter 45 calls whose EWT 
    exceeds 45 seconds will be classified as over threshold 1. This field is used with 
    Service Level Supervisor and only appears if the Service Level Supervisor field is 
    y.
    Controlling Adjunct
    If the controlling adjunct is a CONVERSANT voice system (requires an ASAI 
    link), then enter asai in this field. (On the System-Parameters Customer-Option 
    screen, the ASAI Interface and ASAI Proprietary Adjunct Links fields must be 
    y 
    for CallVisor ASAI capability.)
    Level 2 Threshold (sec)
    Enter the number of seconds corresponding to the Expected Wait Time (EWT) 
    you want to set for this threshold. For example, if you enter 60 calls whose EWT 
    exceeds 60 seconds will be classified as over threshold 2. This field is used with 
    Service Level Supervisor and only appears if the Service Level Supervisor field is 
    y.
    Adjunct Link Extension
    Appears when the Controlling Adjunct field is 
    asai or adjli. Enter the appropriate 
    ASAI Link extension. This field cannot be blank.
    Valid entries Usage
    none
    Indicates that members of the split/skill or hunt group are 
    not controlled by an adjunct processor.
    asaiAll agent logins are controlled by an associated adjunct and 
    logged-in agents can only use their data terminal keyboards 
    to perform phone functions (for example, change work 
    state).
    adjliASAI Proprietary Adjunct links 
    						
    							DEFINITY ECS Release 8.2
    Administrator’s Guide  555-233-506  Issue 1
    April 2000
    Screen reference 
    711 Hunt Group 
    17
    Multiple Call Handling
    Appears only if, on the System-Parameters Customer-Options screen, the Multiple 
    Call Handling field is 
    y and the ACD field on this screen is y. This field defines 
    whether the hunt group can have multiple call handling capabilities, and if so, 
    what type.
    Redirect on No Answer (rings)
    Enter the maximum number of rings before a call will redirect back to the 
    split/skill, or to the administered VDN.
    Redirect to VDN
    To redirect a RONA call to a VDN instead of to the split/skill, enter the extension 
    number of the VDN. The administered VDN must be on-premises and must be 
    administered on the system. The VDN can specify a vector that will in turn route 
    to an off-premises VDN. You cannot enter an extension in this field if the 
    Redirection on No Answer (rings) field is blank. Direct Agent calls go to the 
    agent’s coverage path if it is administered. If not, the calls go to a VDN.
    Valid entries Usage
    none
    Agents who are members of that split/skill can only receive an 
    ACD call from that split/skill when the phone is idle.
    on-requestAgents in the Multiple Call Handling split/skill can place a 
    non-ACD or an ACD call on hold and select an available work 
    mode. A queued ACD split/skill or direct agent call then is 
    routed to the agent.
    many-forcedAn ACD call is delivered automatically to an idle line 
    appearance if the agent is in the Auto-In/Manual-In (MI/AI) 
    work mode and an unrestricted line appearance is available.
    one-forcedAn ACD call is delivered automatically to an idle line 
    appearance if the agent has no other ACD call on the station, is 
    in the Auto-In/Manual-In (MI/AI) work mode, and an 
    unrestricted line appearance is available.
    one-per-skillAn ACD call is delivered automatically to an idle line 
    appearance if the agent has no other ACD call for that skill on 
    the station, is in the Auto-In/Manual-In (MI/AI) work mode, 
    and un unrestricted line appearance is available. Valid in an 
    EAS environment and only when the Skill field is 
    y.
    Valid entries Usage
    1 
    to 20
    blank Deactivates Redirect on No Answer. 
    						
    							DEFINITY ECS Release 8.2
    Administrator’s Guide  555-233-506  Issue 1
    April 2000
    Screen reference 
    712 Hunt Group 
    17
    Forced Entry of Stroke Counts or Call Work 
    Codes
    Appears only when the Controlling Adjunct field is 
    none.
    Field description for page 3
    Screen 106. Hunt Group screen
    Message Center
    Enter the type of messaging adjunct for the hunt group. Only one hunt group in 
    the System can be administered as 
    msa, one as audix, one as qsig-mwi, one as 
    fp-mwi, and one as rem-audix.
    Valid entries Usage
    y/n
    Enter y so either a Stroke Count or Call Work Code must be 
    entered for each call answered by an agent when in the 
    Manual-In mode.
    Valid entries Usage
    msa
    Messaging Server Adjunct
    rem-audixDCS feature allowing AUDIX to be located on another 
    switch
    audixFor AUDIX located on this switch
    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? _ 
    						
    							DEFINITY ECS Release 8.2
    Administrator’s Guide  555-233-506  Issue 1
    April 2000
    Screen reference 
    713 Hunt Group 
    17
    AUDIX Extension
    Enter a valid Uniform Dial Plan (UDP) extension that identifies the AUDIX hunt 
    group on the host switch used as the Message Center for this hunt group (supports 
    the AUDIX In DCS arrangement). Appears when the Message Center field is 
    rem-audix.
    Message Center MSA Name
    Enter the name of the Message Center MSA. When it appears, it replaces the 
    Message Center AUDIX Name field. Only appears on G3r for hunt groups when 
    the Message Center field is 
    msa.
    Message Center AUDIX Name
    Enter the name of the Message Center AUDIX. Only appears on G3r for hunt 
    groups when the Message Center field is 
    audix or rem-audix
    Primary
    Only appears on G3r for hunt groups when the Message Center field is audix, 
    rem-audix, 
    or msa. 
    qsig-mwiQSIG network allowing AUDIX to be located on another 
    switch
    fp-mwiPublic network allowing AUDIX to be located on another 
    switch; administrable only when the ISDN Feature Plus field 
    on the System-Parameters Customer-Options screen is 
    y
    none
      Indicates the hunt group does not serve as a message hunt 
    group.
    Valid entries Usage
    4-digit Uniform Dial Plan (UDP) extension   
    5-digit Uniform Dial Plan (UDP) extension
    Valid entries Usage
    y/n
    Enter y to indicate that the specified AUDIX or Messaging 
    Server is the primary adjunct.
    Valid entries Usage 
    						
    							DEFINITY ECS Release 8.2
    Administrator’s Guide  555-233-506  Issue 1
    April 2000
    Screen reference 
    714 Hunt Group 
    17
    Calling Party Number to INTUITY AUDIX
    Only appears when the Message Center field is 
    audix or rem-audix.
    LWC Reception
    Defines the destination for Leave Word Calling (LWC) messages left for the hunt 
    group.
    AUDIX Name
    Enter the name of the AUDIX machine as it appears on the Node Names screen. 
    Only appears on G3r. Add the AUDIX name to the Node Names screen before 
    entering it in this field. For more information on the Node Names screen, refer to 
    DEFINITY ECS Administration for Network Connectivity.
    Messaging Server Name
    Enter the name of the messaging server machine as it appears on the Node Names 
    screen. Only appears for G3r. Use the 
    change node-names command to add the 
    AUDIX name to the Node Names screen before entering it in this field. For more 
    information on the Node Names screen, refer to DEFINITY ECS Administration 
    for Network Connectivity.
    Valid entries Usage
    y/n
    Enter y to send the calling party number to INTUITY AUDIX.
    Valid entries Usage
    audix
    If LWC is attempted, the messages are stored in AUDIX. The 
    Audix Name field must be filled in too.
    msa-speIf LWC is attempted, the messages are stored in the system 
    processing element (spe). The Messaging Server Name field 
    must be filled in too.
    none
      
    						
    							DEFINITY ECS Release 8.2
    Administrator’s Guide  555-233-506  Issue 1
    April 2000
    Screen reference 
    715 Hunt Group 
    17
    First Announcement Extension
    Appears when the Queue field is 
    y. Does not appear if the Vector field is y.
    First Announcement Delay (sec)
    Enter the number of seconds that a call remains in queue before the associated 
    first announcement is given the calling party. The call retains its place in the queue 
    while the caller is listening to the recorded announcement. If the call hasn’t been 
    answered after the announcement, the caller hears music (for first announcement 
    only) if Music-on-Hold is provided or ringing for as long as the call remains in 
    queue. Appears only if the Queue field is 
    y and the Vector field is n.
    Second Announcement Extension
    Appears only when the ACD and Queue fields both are 
    y and the Vector field is n.
    Valid entries Usage
    Enter a recorded 
    announcement 
    extension 
    number.This is the announcement the caller receives after being in the 
    queue for the time interval specified in First Announcement 
    Delay. If the call hasn’t been answered after the 
    announcement, the caller hears music (only after the first 
    announcement) if Music-on-Hold is provided, or ringing for as 
    long as it remains in the queue. If this is the forced first 
    announcement, the caller always hears ringback after the 
    announcement; otherwise, the caller hears music (if provided).
    blank Leaving this field blank indicates there will be no 
    announcement.
    Valid entries Usage
    0
     through 99 When 0 is entered, the first announcement is provided 
    immediately to the caller. This value is set automatically to 
    0 
    if there is no queue. 
    blank This field must be blank if there is no first announcement.
    Valid entries Usage
    Enter the extension number assigned 
    to a recorded announcement.
    blank Leaving the field blank indicates there is 
    no second announcement. 
    						
    							DEFINITY ECS Release 8.2
    Administrator’s Guide  555-233-506  Issue 1
    April 2000
    Screen reference 
    716 Hunt Group 
    17
    Second Announcement Delay (sec)
    Appears only when the ACD and Queue fields both are 
    y and the Vector field is n. 
    Enter the time in seconds before the call in the queue receives a second recorded 
    announcement or that the second announcement is repeated.
    Second Announcement Recurring
    Appears only when the ACD and Queue fields both are 
    y and the Vector field is n.
    Field descriptions for Hunt group for MWI page
    Screen 107. Hunt Group for MWI screenValid entries Usage
    1
    through 99  It is recommended that, if this split/skill or hunt group is a 
    coverage point for another split/skill, this delay should not be 
    more than 15 seconds. 
    blank Leave blank if there is no second announcement.
    Valid entries Usage
    y
      The second announcement can be repeated.
    blank Leave blank if there is no second announcement.
    change hunt-group x                                               Page 3 of X
                                      HUNT GROUP
                             Message Center: _________ 
    Voicemail Number: _________________
    Routing Digits (e.g. AAR/ARS Access Code): ____
     Calling Party Number to INTUITY AUDIX? n
                              LWC Reception: none 
    						
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