Lucent Technologies DEFINITY Enterprise Communications Server Release 8 Guide To ACD Call Centers

555-233-503
Comcode 108596354
Issue 2
December 1999
DEFINITY®
Enterprise Communications Server
Release 8
Guide to ACD Call Centers 

Copyright 
Ó 1999, Lucent Technologies
All Rights Reserved
Printed in U.S.A.
Notice
Every effort was made to ensure that the information in this book was 
complete and accurate at the time of printing. However, information is 
subject to change.
Your Responsibility for Your System’s Security
Toll fraud is the unauthorized use of your telecommunications system 
by an unauthorized party, for example, persons other than your com-
pany’s employees, agents, subcontractors, or persons working on your...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Contents 
iii  
Contents
Contents iii
Preface — About This Document xi
nOverviewxi
nContents and Organization of the Guidexi
nAudiencexii
nReason for Reissuexii
nHow to Use this Documentxiii
nConventions Used in this Documentxiii
nTrademarksxiv
nRelated Documentsxiv
Administration Documentsxiv
Installation, Upgrades, and Maintenance
Documentsxvi
Call Center Documentsxviii
End Usersxviii
nHow to Get Helpxix
nHow to Make...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Contents 
iv  
Night Service for the DEFNITY ECS and 
DEFINITY Generic 31-15
nDistributing and Handling Calls1-16
How Calls are Distributed to Agents1-16
How Agents Handle Calls1-18
nACD and Call Management Systems 
— BCMS, CMS R2 and CentreVu CMS1-28
Basic Call Management System (BCMS)1-29
CentreVu Call Management System (CMS)1-29
nACD Measurement1-30
Assigning CentreVu CMS Measurement 
of the ACD1-30
Switch Features...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Contents 
v  
nMeasured Extensions and Multiple 
Splits on a Non-EAS Switch2-17
On DEFINITY G1 and DEFINITY G3 Switches2-17
When Assignments Exceed Capacity2-17
Assignments are Not Logins2-17
nMeasured and Unmeasured Trunks2-18
System Requirements2-18
Measured vs. Unmeasured Trunks2-18
Determining Available Measured Trunks2-18
3 G3V4 ECS ACD Call Center Features 3-1
nIntroduction3-1
nFeature-Related Information3-1
nList...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Contents 
vi  
Interactions3-37
nBasic Call Management System  3-41
How to Administer BCMS3-42
Interactions3-43
nBest Service Routing3-44
Benefits of Best Service Routing3-44
Before You Start Using BSR3-46
How to Administer BSR3-47
Detailed Description3-49
Interactions3-53
nCall Management System  3-56
How to Administer the G3V4/CMS Interface3-56
Considerations3-57
nCall Prompting  3-58
How to Administer Call...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Contents 
vii  
Interactions3-93
User-to-User Information Transport3-93
Administering User-to-User Information Transport3-94
Determining User Information Needs3-96
Considerations3-97
Troubleshooting3-97
nIntraflow and Interflow3-99
Intraflow3-99
Interflow3-99
How to Administer Intraflow and Interflow3-100
Detailed Description3-100
Considerations3-101
Interactions3-101
nLook-Ahead Interflow3-102
How to Administer...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Contents 
viii  
Interactions3-125
nService Observing3-133
How to Administer Service Observing3-133
Detailed Description3-134
Service Observing Indicators3-137
Considerations3-142
Interactions3-144
nUniversal Call ID3-148
What is UCID’s Purpose?3-148
What Does UCID Look Like?3-148
How Does UCID Work?3-148
How are UCIDs Tracked?3-150
Interactions3-157
Before You Start3-157
How to Administer Universal Call ID3-159...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Contents 
ix  
4 G3V4 ECS ACD Call Center Forms 4-1
nIntroduction4-1
nList Call Center Forms4-1
nAgent LoginID4-2
Administration Commands4-2
Form Instructions4-2
Implementation Notes4-6
nBest Service Routing (BSR) Application Plan4-7
Administration Commands4-7
Form Instructions4-7
nBCMS/VuStats Login ID4-10
Administration Commands4-10
Form Instructions4-10
Implementation Notes4-11
nCall Center System Parameters4-12
nCall...

DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Contents 
x  
A Recorded Announcements A-1
nIntroductionA-1
nHow to Administer Recorded AnnouncementA-2
nRecorded Announcement TypesA-3
Analog LineA-3
DS1A-3
Auxiliary TrunkA-4
IntegratedA-4
nWhen to Use Recorded AnnouncementsA-5
nAbout Barge-inA-6
What Happens When You Use Barge-inA-6
nIntegrated Announcements and 
Announcements Recorded on External DevicesA-7
Single Integrated Announcement BoardsA-7
Multiple Integrated...