Lucent Technologies DEFINITY Enterprise Communications Server Release 8.2 Instructions Manual

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
167 Managing hunt groups 
7
Setting up a queue
You can tell your switch how to handle a hunt-group call when it cannot be 
answered right away. The call waits in a “queue.”
Let’s tell the switch that up to 10 calls can wait in the queue, but that you want to 
be notified if a call waits for more than 30 seconds.
You also want the switch to send a warning when 5 or more calls are waiting in 
the queue. This warning flashes queue-status buttons on phones that have a status 
button for this hunt group. When the buttons flash, everyone answering these calls 
can see that the help-line calls need more attention.
Instructions
To set up our helpline queue:
1. Type 
change hunt-group n and press RETURN, where n is the number of 
the hunt group to change.
In our example, type 
change hunt-group 5. The Hunt Group screen 
appears.
2. In the Queue field, type 
y.
3. In the Queue Length field, type the maximum number of calls that you 
want to wait in the queue.
In our example, type 
10.
Page 1 of X
HUNT GROUP
Group Name: internal helpline
Group Number: 5 Group Extension: 1200 Group Type: ucd-loa
MM Early Answer? _  Skill? _  ACD? 
Queue? y Vector? _  AAS? _
Security Code: ____ COR: 
ISDN Caller Disp: ________ TN: _
Measured: ________  Supervisor: Extension: ____
Controlling Adjunct: ____
Multiple Call Handling: __________ 
Objective: ____
Queue Length: 10
Calls Warning Threshold: 5 Calls Warning Port: __
Time Warning Threshold: 30 Time Warning Port: __
Redirect on No Answer (rings): _  Redirect to VDN: _
Forced Entry of Stroke Counts or Call Work Codes? _ 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
168 Managing hunt groups 
7
4. In the Calls Waiting Threshold field, type the maximum number of calls 
that can be in the queue before the system flashes the queue status buttons.
In our example, type 
5.
5. In the Time Warning Threshold field, type the maximum number of 
seconds you want a call to wait in the queue before the system flashes the 
queue status buttons.
In our example, type 
30.
6. Press 
ENTER to save your changes.
Adding hunt group announcements
You can add recorded announcements to a hunt group queue. Use announcements 
to encourage callers to stay on the line or to provide callers with information. You 
can define how long a call remains in the queue before the caller hears an 
announcement.
Refer to ‘‘
Recording announcements’’ on page 382 for information on how to 
record an announcement.
Let’s add an announcement to our internal helpline. We want the caller to hear an 
announcement after 20 seconds in the queue, or after approximately 4 or 5 rings. 
Our announcement is already recorded and assigned to extension 1234.
Tip:
You can use display announcements to find the extensions of your 
recorded announcements. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
169 Managing hunt groups 
7
Instructions
To add an announcement to our helpline queue:
1. Type 
change hunt-group n and press RETURN, where n is the number of 
the hunt group to change.
In our example, type 
change hunt-group 5.
The Hunt Group
 screen appears. 
2. Press 
NEXT PAGE to find the First Announcement Extension field.
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.
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
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
170 Managing vectors and VDNs 
7
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.
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. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
171 Managing vectors and VDNs 
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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.
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.
 
                                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 ____________ 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
172 Managing vectors and VDNs 
7
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.
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.
 
                                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 ____________ 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
173 Managing vectors and VDNs 
7
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.
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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Administrator’s Guide  555-233-506  Issue 1.1
June 2000
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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.
 
                                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 ____________ 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
175 Managing vectors and VDNs 
7
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.
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.
 
                                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 ____________ 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
176 Managing vectors and VDNs 
7
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 177 for more information.
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.
 
                                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