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 
company’s behalf. Note that there may be a risk of toll fraud associated 
with your telecommunications system and, if toll fraud occurs, it can 
result in substantial additional charges for your telecommunications 
services.
You and your system manager are responsible for the security of your 
system, such as programming and configuring your equipment to pre-
vent unauthorized use. The system manager is also responsible for 
reading all installation, instruction, and system administration docu-
ments provided with this product in order to fully understand the fea-
tures that can introduce risk of toll fraud and the steps that can be taken 
to reduce that risk. Lucent Technologies does not warrant that this 
product is immune from or will prevent unauthorized use of com-
mon-carrier telecommunication services or facilities accessed through 
or connected to it. Lucent Technologies will not be responsible for any 
charges that result from such unauthorized use.
Lucent Technologies Fraud Intervention
If you suspect that you are being victimized by toll fraud and you need 
technical support or assistance, call Technical Service Center Toll 
Fraud Intervention Hotline at 1 800 643-2353.
Federal Communications Commission Statement
Part 15: Class A Statement. This equipment has been tested and found 
to comply with the limits for a Class A digital device, pursuant to Part 
15 of the FCC Rules. These limits are designed to provide reasonable 
protection against harmful interference when the equipment is operated 
in a commercial environment. This equipment generates, uses, and can 
radiate radio-frequency energy and, if not installed and used in accor-
dance with the instructions, may cause harmful interference to radio 
communications. Operation of this equipment in a residential area is 
likely to cause harmful interference, in which case the user will be 
required to correct the interference at his own expense.
Part 68: Network Registration Number. This equipment is registered 
with the FCC in accordance with Part 68 of the FCC Rules. It is identi-
fied by FCC registration number AS593M-13283-MF-E.
Part 68: Answer-Supervision Signaling. Allowing this equipment to be 
operated in a manner that does not provide proper answer-supervision 
signaling is in violation of Part 68 Rules. This equipment returns 
answer-supervision signals to the public switched network when:
• Answered by the called station
• Answered by the attendant
• Routed to a recorded announcement that can be administered by 
the CPE user
This equipment returns answer-supervision signals on all DID calls 
forwarded back to the public switched telephone network. Permissible 
exceptions include when a call is unanswered, a busy tone is received, 
and a reorder tone is received
Canadian Department of Communications (DOC)
Interference Information
This digital apparatus does not exceed the Class A limits for radio 
noise emissions set out in the radio interference regulations of the 
Canadian Department of Communications.Le Pr
ésent Appareil Nom
érique n’émet pas de bruits radio
électriques 
d
épassant les limites applicables aux appareils num
ériques de la class 
A pr
éscrites dans le reglement sur le brouillage radio
électrique 
édict
é 
par le minist
ére des Communications du Canada.
European Union Declaration of Conformity
The “CE” mark affixed to the DEFINITY® equipment described in 
this book indicates that the equipment conforms to the following Euro-
pean Union (EU) Directives:
Electromagnetic Compatibility (89/336/EEC)
Low Voltage (73/23/EEC)
Telecommunications Terminal Equipment (TTE) i-CTR3 BRI and 
i-CTR4 PRI
For more information on standards compliance, contact your local dis-
tributor.
Trademarks
See the Preface of this document for a list of applicable trademarks and 
registered trademarks.
Ordering Information
Call:Lucent Technologies BCS Publications Center
Voice 1 800 457-1235   International Voice 317 322-6416
Fax 1 800 457-1764      International Fax 317 322-6699
Write:Lucent Technologies BCS Publications Center
P.O. Box 4100
Crawfordville, IN  47933
Order:Document No. 555-233-503
Comcode 108596354
Issue 2, December 1999
You can be placed on a Standing Order list for this and other docu-
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Lucent Technologies National Customer Care Center
Lucent Technologies provides a telephone number for you to use to 
report problems or to ask questions about your call center. The support 
telephone number is 1-800-242-2121. For technical support, customers 
outside the United States should call their Lucent Technologies Repre-
sentative or Distributor.
European Union Declaration of Conformity
Lucent Technologies Business Communications Systems declares that 
the equipment specified in this document conforms to the referenced 
European Union (EU) Directives and Harmonized Standards listed 
below:
EMC Directive89/336/EEC
Low Voltage Directive73/23/EEC
The “CE” mark affixed to the equipment 
means that it conforms to the above Directives.
Heritage Statement
Lucent Technologies—formed as a result of AT&T’s planned restruc-
turing—designs, builds, and delivers a wide range of public and private 
networks, communication systems and software, consumer and busi-
ness telephone systems, and microelectronics components. The 
world-renowned Bell Laboratories is the research and development 
arm for the company.
Comments
To comment on this document, return the comment card at the front of 
the document.
Acknowledgment
This document was prepared by Global Learning Solutions, Lucent 
Technologies, Denver, CO. 
						

							DEFINITY ECS Release 8
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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 Comments About 
This Documentxix
1 Automatic Call Distribution (ACD) 
Basics — Overview and Exercises 1-1
nIntroduction1-1
Exercises to Test Your Knowledge of ACD1-2
nACD Terminology1-2
nSwitches and Switch Features1-6
What a Switch Does1-6
nWhat the ACD Does1-8
Things to Know Before You Start1-9
Automatic-In Processing of ACD Calls1-9
DID Processing of ACD Calls1-9
nSplit Queues1-9
Split Queue Call Processing1-10
Announcements for Calls in a Split Queue1-11
Answer Supervision and Abandoned Calls1-12
Intraflow and Interflow1-13 
						

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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 that Affect CentreVu CMS Data1-31
nExercise 1 — Automatic Call Distribution (ACD)1-37
nExercise 1 Evaluation — Automatic
Call Distribution (ACD)1-38
nExercise 2 — Automatic Call Distribution (ACD)1-39
nExercise 2 Evaluation — Automatic
Call Distribution (ACD)1-40
nExercise 3 — Automatic Call Distribution (ACD)1-41
nExercise 3 Evaluation — Automatic
Call Distribution (ACD)1-42
nExercise 4 — The ACD Agent and ACD Trunk States1-43
nExercise 4 Evaluation — The ACD 
Agent and ACD Trunk States1-44
nExercise 5 — BCMS and CentreVu CMS1-45
nExercise 5 Evaluation — BCMS and CentreVu CMS1-46
2 DEFINITY Call Center Capacities for 
ACD Software and Related Features 2-1
nIntroduction2-1
nDEFINITY ECS R8 Capacities2-2
nDEFINITY ECS R7 and DEFINITY ECS
R6.3 Capacities2-6
nDEFINITY ECS R5 and DEFINITY ECS 
R6.1 and DEFINITY ECS R6.2 Capacities2-10
nDEFINITY G3V2, DEFINITY G3V3, and 
DEFINITY G3V4 Switch Capacities2-12
nDEFINITY G3V1 Switch Capacities2-14
nCentreVu CMS Maximum Capacities2-15 
						

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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 of Call Center Features3-2
nAbandoned Call Search3-4
How to Administer Abandoned Call Search3-4
Considerations3-5
nAdd/Remove Skills3-6
How to Administer Add/Remove Skills3-6
Considerations3-6
Interactions3-7
nAgent Call Handling3-8
How to Administer Agent Call Handling3-8
Detailed Description3-10
Expanded Technical Information3-16
Considerations3-18
Interactions3-20
nAuto-Available Split  3-22
How to Administer AAS3-22
Detailed Description3-22
Considerations3-23
Interactions3-23
nAutomatic Call Distribution3-25
How to Administer ACD3-27
Detailed Description3-28
Considerations3-35 
						

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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 Prompting3-58
Considerations3-59
Interactions3-59
nCall Vectoring3-61
How to Administer Call Vectoring3-61
Interactions3-63
nCentreVu Advocate3-69
How to Administer CentreVu Advocate3-71
Considerations3-72
Interactions3-76
nExpert Agent Selection  3-78
How to Administer EAS3-78
Detailed Description3-81
Considerations3-83
Interactions3-83
nInbound Call Management3-86
How to Administer ICM3-86
Detailed Description3-88
Considerations3-92
Interactions3-92
nInformation Forwarding3-93 
						

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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 Look-Ahead Interflow3-102
Considerations3-103
Interactions3-104
nMultiple Call Handling3-108
How to Administer MCH 3-108
Detailed Description3-108
Considerations3-111
Interactions3-112
nQueue Status Indications3-114
How to Administer Queue Status Indications3-114
Detailed Description3-115
Interactions3-115
nReason Codes3-116
How to Administer Reason Codes3-116
Detailed Description3-117
Considerations3-118
Interactions3-119
nRedirection on No Answer3-120
How to Administer RONA3-120
Detailed Description3-121
Considerations3-125 
						

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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
Considerations3-162
Troubleshooting3-162
nVDN in a Coverage Path3-163
How to Administer VICP3-163
Considerations3-163
Interactions3-164
nVDN of Origin Announcement3-168
How to Administer VOA3-168
Detailed Description3-168
Considerations3-169
Interactions3-171
nVoice Response Integration3-174
How to Administer VRI3-174
Detailed Description3-175
Interactions3-177
nVuStats3-182
How to Administer VuStats3-183
Detailed description3-189
Considerations3-206
Interactions3-206 
						

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December 1999
Contents 
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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 Vector4-17
Administration Commands4-17
Form Instructions4-17
nReason Code Names4-21
Administration Commands4-21
Form Instructions4-21
nSIT Treatment for Call Classification4-22
Administration Commands4-22
Form Instructions4-22
nVector Directory Number4-24
Administration Commands4-24
Form Instructions4-24
Implementation Notes4-28
nVector Routing Table4-30
Administration Commands4-30
Form Instructions4-30
nVuStats Display Format4-32
Administration Commands4-32
Form Instructions4-32
Tables of Required and Allowed Fields4-39 
						

							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 Announcement Circuit PacksA-8
Compression RatesA-8
nProcedures for Recorded AnnouncementsA-9
nRecorded Announcements, the ACD, 
and Other Call Center FeaturesA-10
nRecorded Announcements and Automatic WakeupA-10
GL Glossary and Abbreviations GL-1
IN Index IN-1