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
Screen reference 
717 Hunt Group 
17
Field description for page 2
Page 2 of the Hunt group screen appears only when the ACD field on page 1 is 
y. 
If the ACD field is 
n, page 3 becomes page 2 and all subsequent page numbers are 
decreased by one.
The Timed ACW Interval field appears only if, on the System-Parameters 
Customer-Option screen, the Timed ACW field on page 3 is 
y.
The following screen shows Field descriptions for page 2 with all fields 
appearing.
Screen 102. Hunt Group screen
Screen 103. Hunt Group screen when Queue and Vector are n
change hunt-group x                                                Page 2 of X
                                  HUNT GROUP
Skill? _ Acceptable Service Level (sec): ___
AAS? _ Expected Call Handling Time (sec): ___
Measured: ______ VuStats Objective: ____
Supervisor Extension: ____ Timed ACW Interval (sec): ___
Priority on Intraflow? _ Service Level Supervisor? _
Inflow Threshold (sec): ____ Level 1 Threshold (sec): ___
Controlling Adjunct: ____ Level 2 Threshold (sec): ___
Adjunct Link Extension: ____
Multiple Call Handling: ___________ Redirect on No Answer (rings): ___
Redirect to VDN: _____
Forced Entry of Stroke Counts or Call Work Codes? _
change hunt-group x                                                Page 2 of X
                                  HUNT GROUP
Skill? _  Acceptable Service Level (sec): ___
AAS? _
Measured: ____
Supervisor Extension: ____
Priority on Intraflow? _
Inflow Threshold (sec): __
Controlling Adjunct: ____
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
Screen reference 
718 Hunt Group 
17
Screen 104. Hunt Group screen when Vector is n and Queue is y
Screen 105. Hunt Group screen when Queue and Vector are y
Skill
Only appears if, on the System-Parameters Customer-Options screen, the Expert 
Agent Selection field is 
y.
If this field is 
y, then the Group Type field must be ucd or ead.
Valid entries Usage
y/n
Enter y if this hunt group is to be an EAS skill. 
change hunt-group x                                                Page 2 of X
                                  HUNT GROUP
Skill? 
Acceptable Service Level (sec): ___
AAS? _
Measured: ______
Supervisor Extension: ____
Controlling Adjunct: ____
Redirect on No Answer (rings): ___
Redirect to VDN: _____
Forced Entry of Stroke Counts or Call Work Codes? _
change hunt-group x                                               Page 2 of X
                                  HUNT GROUP
Skill? 
Acceptable Service Level (sec): ___
AAS? _
Measured: internal
Supervisor Extension: ____
Controlling Adjunct: ____
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
Screen reference 
719 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 1.1
June 2000
Screen reference 
720 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 1.1
June 2000
Screen reference 
721 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 1.1
June 2000
Screen reference 
722 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 1.1
June 2000
Screen reference 
723 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 1.1
June 2000
Screen reference 
724 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
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.
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 1.1
June 2000
Screen reference 
725 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. 
Calling Party Number to INTUITY AUDIX
Only appears when the Message Center field is 
audix or rem-audix.
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
y/n
Enter y to send the calling party number to INTUITY AUDIX. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Screen reference 
726 Hunt Group 
17
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.
First Announcement Extension
Appears when the Queue field is 
y. Does not appear if the Vector field is y.
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
 
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.