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DEFINITY Enterprise Communications Server Release 8.2
Overview
555-233-002
Issue 1
April 2000
Call Center Features
103
Call Charge Information
Reserve Agent Time in Queue Activation
This feature activates a reserve agent if a skill’s expected wait time (EWT) exceeds a
pre-determined threshold or if the call’s time in the queue exceeds the administered
Service Level Supervisor threshold. Reserve agents are then dropped off a skill only
when both of the following conditions are met:
■ The EWT for the skill drops below both administered thresholds.
■ The head call’s time in queue no longer exceeds the Service Level Supervisor
threshold.
Least Occupied Agent (LOA)
Distributes the calls evenly across all available agents to balance the workload among the
agents with fewer skills and Agents with several skills. LOA solves the problem of agents
who were bombarded with calls after logging into a skill at the start of a shift, while the
agents who are already logged-in have maintained their current incoming call level.
Logged-In Advocate Agent Counting
Counts agents toward the Advocate agent limit if Service Objective, Percent Allocation, or
a Reserved Skill is assigned to the agent’s login ID, or if one of the agent’s skills is
assigned Least Occupied Agent or Service Level Supervisor.
Voice Response Integration (VRI)
Integrates Call Vectoring with the capabilities of voice response units such as the Lucent
Technologies CONVERSANT Voice Information System. You can also integrate a voice
response unit with ACD. All this provides a variety of advantages. For example, while a
call is queued, a caller can listen to product information via an audiotext application or
can complete an interactive voice-response transaction. It may be possible to resolve the
caller’s questions while the call is queued, which helps reduce queuing time for other
callers during peak times.
Call Charge Information
DEFINITY ECS provides two ways to know the approximate charge for outgoing calls:
■ Advice of Charge — For ISDN trunks
Advice of Charge collects charge information from the public network for each
outgoing call. Charge advice is a number representing the cost of a call; it is
recorded as either a charging or currency unit.
233002_1.book Page 103 Monday, February 21, 2000 8:28 AM
- DEFINITY 1
- Table 1. Means of Connection 3
- ■ Low Voltage (73/23/EEC) 4
- How to get help 5
- How to order more copies 5
- Contents 6
- 2 — Telephone Features 15 7
- 5 — Hospitality Features 61 9
- 555-233-002 10
- April 2000 10
- 7 — Call Center Features 91 13
- 9 — Adjunct Systems 117 15
- Index 125 15
- About This Book 17
- Conventions Used in This Book 18
- Trademarks and Service Marks 18
- How Can I Order Other Books? 19
- This Book? 20
- 1 —System Overview 21
- Processor Port Network (PPN) 22
- Expansion Port Network (EPN) 22
- Center Stage Switch (CSS) 22
- Carriers and Cabinets 23
- Single-Carrier Cabinets 24
- Multi-Carrier Cabinets 25
- Hardware 26
- Survivable Remote EPN (SREPN) 28
- Public Telephone Network 29
- Private Telephone Networks 29
- TCP/IP Networks 30
- ATM Networks 30
- Typical Connections 31
- Public Network Call Priority 33
- World Class Tone Detection 33
- World Class Tone Generation 33
- Administrable Loss Plan 33
- Software 34
- 2 —Telephone Features 35
- IP SoftPhones 36
- Quorum A-28 Conference Bridge 37
- SoundStation EX 38
- Handling Incoming Calls 39
- Telephone Features 40
- Misoperation Handling 41
- Manual Message Waiting 41
- Conference 41
- Call Park 41
- Call Redirection 42
- Call Coverage 43
- Night Service 46
- Telephone 47
- Call Pickup 48
- Station Hunting 48
- Speed/Convenience Calling 49
- Telephone Displays 52
- Group Communication 53
- Intercom — Dial 54
- Manual Signaling 54
- Group Listen 54
- Whisper Page 54
- Loudspeaker Paging Access 54
- Special Ringing 55
- Messaging 56
- Voice Message Retrieval 57
- Demand Print 57
- Telecommuting 58
- Station Self Display 59
- Attendant Console 61
- Call Handling 62
- Attendant Features 63
- Making Calls 64
- Accessing the Attendant 65
- Monitoring Calls 65
- Trunk Group Access 66
- Attendant 66
- Centralized Attendant Service 67
- Attendant with DCS 67
- Inter-PBX Attendant Calls 68
- DCS With Reroute 68
- Enhanced DCS 68
- 4 —Computer-Related Calling 69
- Features 69
- Modem Pooling 70
- Alphanumeric Dialing 71
- Data Call Setup 71
- Data Hot Line 71
- Default Dialing 71
- Data Privacy 71
- Vectors and Stations 72
- Multimedia Call Handling 73
- Multimedia Calling 74
- Interface 76
- IP Solutions 76
- CallVisor ASAI 79
- 5 —Hospitality Features 81
- Hospitality Services 82
- Names Registration 82
- Property Management System 82
- Station Hunt Before Coverage 84
- Call Restrictions 85
- Class of Restriction (COR) 86
- Station Security Codes 86
- Restriction 87
- Restriction — Controlled 87
- Malicious Call Trace 87
- CAMA - E911 Trunk Group 88
- Authorization Codes 88
- Block Collect Call 88
- Power Failure Transfer 88
- Automatic Circuit Assurance 89
- Facility Busy Indication 90
- Facility Test Calls 90
- Packet Error History 90
- Variable Length Ping 91
- Recent Change History 91
- Service Observing 91
- Bulletin Board 92
- Call Detail Recording (CDR) 93
- Traffic Reports 93
- Recorded Announcement 94
- Music-on-Hold Access 94
- Announcement 94
- Tenant Partitioning 95
- Trunk Group Circuits 96
- Local Exchange Trunks 96
- Tie Trunks 96
- Auxiliary Trunks 97
- IP Trunks 97
- ISDN Trunks 98
- Full ETSI Functionality 100
- NT Interface on TN556C 100
- Wideband Switching 100
- ATM Trunks 101
- Trunk Management 102
- Miscellaneous Trunks 103
- Digital Interfaces 103
- Digital Multiplexed Interface 103
- Answer Detection 104
- Automatic Routing Features 105
- AAR/ARS Overlap Sending 106
- AAR/ARS Partitioning 106
- Time of Day Routing 106
- Facility Restriction Levels 107
- CAUTION: 107
- Generalized Route Selection 107
- Look-Ahead Routing 107
- Subnet Trunking 108
- External Device Alarming 108
- Alarm Assignments 109
- 7 —Call Center Features 111
- Agent Call Handling 115
- Intraflow and Interflow 116
- Abandoned Call Search 117
- Call Vectoring 117
- COR for VDN 118
- Applications 118
- Call Prompting 119
- Expert Agent Selection 119
- (CentreVu CMS) 121
- CentreVu Advocate 122
- Call Charge Information 123
- Interface (ASAI) 124
- CentreVu IP Agent 125
- ATM Trunking 126
- ATM WAN PNC 126
- Private Network Access 127
- Node Number Routing 127
- (ATM-PNC) 127
- Uniform Dial Plan (UDP) 129
- Over the Network 130
- DCS Over ISDN-PRI D-channel 131
- Call Completion 131
- Path Replacement 132
- Call Forwarding (Diversion) 132
- Call Transfer 133
- Called NAME ID 133
- Call Offer 133
- QSIG VALU 134
- QSIG Voice Mail Capabilities 135
- DEFINITY AUDIX 137
- INTUITY AUDIX 139
- INTUITY Lodging 140
- INTUITY Conversant 140
- Integration 141
- Other Supported Systems 141
- PassageWay 142
- Wireless 144
- Numerics 145
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