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 
177 Managing vectors and VDNs 
7
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.
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 ____________ 
						

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

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
179 Managing vectors and VDNs 
7
To view the Event Report:
1. Type 
display events and press RETURN.
The Event Report screen appears.
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 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
 
                                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 1.1
June 2000
Handling incoming calls 
180 Managing vectors and VDNs 
7
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.
!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.
 
                            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 1.1
June 2000
Handling incoming calls 
181 Managing vectors and VDNs 
7
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.
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.
                         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 1.1
June 2000
Handling incoming calls 
182 Understanding Automatic Call Distribution 
7
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.
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 170 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 the DEFINITY BCS and 
Guestworks Call Vectoring/EAS Guide for more information on call vectoring and 
EAS. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Handling incoming calls 
183 Assigning a terminating extension group 
7
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.
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.
 
                       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 1.1
June 2000
Handling incoming calls 
184 Assigning a terminating extension group 
7
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.
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 
185 World class routing 
8
DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 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 1.1
June 2000
Routing outgoing calls 
186 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.