DEFINITY Enterprise Communications Server. Release 8 Guide to ACD Call Centers

DEFINITY Eterprise Commuicatios Server Release 8 Guide to ACD Call Ceters 555-233-503 Comcode 108596354

Copyright 1999, Lucet Techologies All Rights Reserved Prited i U.S.A. Notice Every effort was made to esure that the iformatio i this book was complete ad accurate at the time of pritig. However, iformatio is subject to chage. Your Resposibility for Your System s Security Toll fraud is the uauthorized use of your telecommuicatios system by a uauthorized party, for example, persos other tha your compay s employees, agets, subcotractors, or persos workig o your compay s behalf. Note that there may be a risk of toll fraud associated with your telecommuicatios system ad, if toll fraud occurs, it ca result i substatial additioal charges for your telecommuicatios services. You ad your system maager are resposible for the security of your system, such as programmig ad cofigurig your equipmet to prevet uauthorized use. The system maager is also resposible for readig all istallatio, istructio, ad system admiistratio documets provided with this product i order to fully uderstad the features that ca itroduce risk of toll fraud ad the steps that ca be take to reduce that risk. Lucet Techologies does ot warrat that this product is immue from or will prevet uauthorized use of commo-carrier telecommuicatio services or facilities accessed through or coected to it. Lucet Techologies will ot be resposible for ay charges that result from such uauthorized use. Lucet Techologies Fraud Itervetio If you suspect that you are beig victimized by toll fraud ad you eed techical support or assistace, call Techical Service Ceter Toll Fraud Itervetio Hotlie at 1 800 643-2353. Federal Commuicatios Commissio Statemet Part 15: Class A Statemet. This equipmet has bee tested ad foud to comply with the limits for a Class A digital device, pursuat to Part 15 of the FCC Rules. These limits are desiged to provide reasoable protectio agaist harmful iterferece whe the equipmet is operated i a commercial eviromet. This equipmet geerates, uses, ad ca radiate radio-frequecy eergy ad, if ot istalled ad used i accordace with the istructios, may cause harmful iterferece to radio commuicatios. Operatio of this equipmet i a residetial area is likely to cause harmful iterferece, i which case the user will be required to correct the iterferece at his ow expese. Part 68: Network Registratio Number. This equipmet is registered with the FCC i accordace with Part 68 of the FCC Rules. It is idetified by FCC registratio umber AS593M-13283-MF-E. Part 68: Aswer-Supervisio Sigalig. Allowig this equipmet to be operated i a maer that does ot provide proper aswer-supervisio sigalig is i violatio of Part 68 Rules. This equipmet returs aswer-supervisio sigals to the public switched etwork whe: Aswered by the called statio Aswered by the attedat Routed to a recorded aoucemet that ca be admiistered by the CPE user This equipmet returs aswer-supervisio sigals o all DID calls forwarded back to the public switched telephoe etwork. Permissible exceptios iclude whe a call is uaswered, a busy toe is received, ad a reorder toe is received Caadia Departmet of Commuicatios (DOC) Iterferece Iformatio This digital apparatus does ot exceed the Class A limits for radio oise emissios set out i the radio iterferece regulatios of the Caadia Departmet of Commuicatios. Le Préset Appareil Nomérique émet pas de bruits radioélectriques dépassat les limites applicables aux appareils umériques de la class A préscrites das le reglemet sur le brouillage radioélectrique édicté par le miistére des Commuicatios du Caada. 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Guide to ACD Call Ceters 555-233-503 Cotets iii Cotets Cotets iii Preface About This Documet Overview xi Cotets ad Orgaizatio of the Guide xi Audiece xii Reaso for Reissue xii How to Use this Documet xiii Covetios Used i this Documet xiii Trademarks xiv Related Documets xiv Admiistratio Documets Istallatio, Upgrades, ad Maiteace Documets Call Ceter Documets Ed Users How to Get Help xix How to Make Commets About This Documet xi xiv xvi xviii xviii 1 Automatic Call Distributio (ACD) Basics Overview ad Exercises 1-1 Itroductio 1-1 Exercises to Test Your Kowledge of ACD 1-2 ACD Termiology 1-2 Switches ad Switch Features 1-6 What a Switch Does 1-6 What the ACD Does 1-8 Thigs to Kow Before You Start 1-9 Automatic-I Processig of ACD Calls 1-9 DID Processig of ACD Calls 1-9 Split Queues 1-9 Split Queue Call Processig 1-10 Aoucemets for Calls i a Split Queue 1-11 Aswer Supervisio ad Abadoed Calls 1-12 Itraflow ad Iterflow 1-13 xix

Guide to ACD Call Ceters 555-233-503 Cotets iv Night Service for the DEFNITY ECS ad DEFINITY Geeric 3 1-15 Distributig ad Hadlig Calls 1-16 How Calls are Distributed to Agets 1-16 How Agets Hadle Calls 1-18 ACD ad Call Maagemet Systems BCMS, CMS R2 ad CetreVu CMS 1-28 Basic Call Maagemet System (BCMS) 1-29 CetreVu Call Maagemet System (CMS) 1-29 ACD Measuremet 1-30 Assigig CetreVu CMS Measuremet of the ACD 1-30 Switch Features that Affect CetreVu CMS Data 1-31 Exercise 1 Automatic Call Distributio (ACD) 1-37 Exercise 1 Evaluatio Automatic Call Distributio (ACD) 1-38 Exercise 2 Automatic Call Distributio (ACD) 1-39 Exercise 2 Evaluatio Automatic Call Distributio (ACD) 1-40 Exercise 3 Automatic Call Distributio (ACD) 1-41 Exercise 3 Evaluatio Automatic Call Distributio (ACD) 1-42 Exercise 4 The ACD Aget ad ACD Truk States 1-43 Exercise 4 Evaluatio The ACD Aget ad ACD Truk States 1-44 Exercise 5 BCMS ad CetreVu CMS 1-45 Exercise 5 Evaluatio BCMS ad CetreVu CMS 1-46 2 DEFINITY Call Ceter Capacities for ACD Software ad Related Features 2-1 Itroductio 2-1 DEFINITY ECS R8 Capacities 2-2 DEFINITY ECS R7 ad DEFINITY ECS R6.3 Capacities 2-6 DEFINITY ECS R5 ad DEFINITY ECS R6.1 ad DEFINITY ECS R6.2 Capacities 2-10 DEFINITY G3V2, DEFINITY G3V3, ad DEFINITY G3V4 Switch Capacities 2-12 DEFINITY G3V1 Switch Capacities 2-14 CetreVu CMS Maximum Capacities 2-15

Guide to ACD Call Ceters 555-233-503 Cotets v Measured Extesios ad Multiple Splits o a No-EAS Switch 2-17 O DEFINITY G1 ad DEFINITY G3 Switches 2-17 Whe Assigmets Exceed Capacity 2-17 Assigmets are Not Logis 2-17 Measured ad Umeasured Truks 2-18 System Requiremets 2-18 Measured vs. Umeasured Truks 2-18 Determiig Available Measured Truks 2-18 3 G3V4 ECS ACD Call Ceter Features 3-1 Itroductio 3-1 Feature-Related Iformatio 3-1 List of Call Ceter Features 3-2 Abadoed Call Search 3-4 How to Admiister Abadoed Call Search 3-4 Cosideratios 3-5 Add/Remove Skills 3-6 How to Admiister Add/Remove Skills 3-6 Cosideratios 3-6 Iteractios 3-7 Aget Call Hadlig 3-8 How to Admiister Aget Call Hadlig 3-8 Detailed Descriptio 3-10 Expaded Techical Iformatio 3-16 Cosideratios 3-18 Iteractios 3-20 Auto-Available Split 3-22 How to Admiister AAS 3-22 Detailed Descriptio 3-22 Cosideratios 3-23 Iteractios 3-23 Automatic Call Distributio 3-25 How to Admiister ACD 3-27 Detailed Descriptio 3-28 Cosideratios 3-35

Guide to ACD Call Ceters 555-233-503 Cotets vi Iteractios 3-37 Basic Call Maagemet System 3-41 How to Admiister BCMS 3-42 Iteractios 3-43 Best Service Routig 3-44 Beefits of Best Service Routig 3-44 Before You Start Usig BSR 3-46 How to Admiister BSR 3-47 Detailed Descriptio 3-49 Iteractios 3-53 Call Maagemet System 3-56 How to Admiister the G3V4/CMS Iterface 3-56 Cosideratios 3-57 Call Promptig 3-58 How to Admiister Call Promptig 3-58 Cosideratios 3-59 Iteractios 3-59 Call Vectorig 3-61 How to Admiister Call Vectorig 3-61 Iteractios 3-63 CetreVu Advocate 3-69 How to Admiister CetreVu Advocate 3-71 Cosideratios 3-72 Iteractios 3-76 Expert Aget Selectio 3-78 How to Admiister EAS 3-78 Detailed Descriptio 3-81 Cosideratios 3-83 Iteractios 3-83 Iboud Call Maagemet 3-86 How to Admiister ICM 3-86 Detailed Descriptio 3-88 Cosideratios 3-92 Iteractios 3-92 Iformatio Forwardig 3-93

Guide to ACD Call Ceters 555-233-503 Cotets vii Iteractios 3-93 User-to-User Iformatio Trasport 3-93 Admiisterig User-to-User Iformatio Trasport 3-94 Determiig User Iformatio Needs 3-96 Cosideratios 3-97 Troubleshootig 3-97 Itraflow ad Iterflow 3-99 Itraflow 3-99 Iterflow 3-99 How to Admiister Itraflow ad Iterflow 3-100 Detailed Descriptio 3-100 Cosideratios 3-101 Iteractios 3-101 Look-Ahead Iterflow 3-102 How to Admiister Look-Ahead Iterflow 3-102 Cosideratios 3-103 Iteractios 3-104 Multiple Call Hadlig 3-108 How to Admiister MCH 3-108 Detailed Descriptio 3-108 Cosideratios 3-111 Iteractios 3-112 Queue Status Idicatios 3-114 How to Admiister Queue Status Idicatios 3-114 Detailed Descriptio 3-115 Iteractios 3-115 Reaso Codes 3-116 How to Admiister Reaso Codes 3-116 Detailed Descriptio 3-117 Cosideratios 3-118 Iteractios 3-119 Redirectio o No Aswer 3-120 How to Admiister RONA 3-120 Detailed Descriptio 3-121 Cosideratios 3-125

Guide to ACD Call Ceters 555-233-503 Cotets viii Iteractios 3-125 Service Observig 3-133 How to Admiister Service Observig 3-133 Detailed Descriptio 3-134 Service Observig Idicators 3-137 Cosideratios 3-142 Iteractios 3-144 Uiversal Call ID 3-148 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 Iteractios 3-157 Before You Start 3-157 How to Admiister Uiversal Call ID 3-159 Cosideratios 3-162 Troubleshootig 3-162 VDN i a Coverage Path 3-163 How to Admiister VICP 3-163 Cosideratios 3-163 Iteractios 3-164 VDN of Origi Aoucemet 3-168 How to Admiister VOA 3-168 Detailed Descriptio 3-168 Cosideratios 3-169 Iteractios 3-171 Voice Respose Itegratio 3-174 How to Admiister VRI 3-174 Detailed Descriptio 3-175 Iteractios 3-177 VuStats 3-182 How to Admiister VuStats 3-183 Detailed descriptio 3-189 Cosideratios 3-206 Iteractios 3-206

Guide to ACD Call Ceters 555-233-503 Cotets ix 4 G3V4 ECS ACD Call Ceter Forms 4-1 Itroductio 4-1 List Call Ceter Forms 4-1 Aget LogiID 4-2 Admiistratio Commads 4-2 Form Istructios 4-2 Implemetatio Notes 4-6 Best Service Routig (BSR) Applicatio Pla 4-7 Admiistratio Commads 4-7 Form Istructios 4-7 BCMS/VuStats Logi ID 4-10 Admiistratio Commads 4-10 Form Istructios 4-10 Implemetatio Notes 4-11 Call Ceter System Parameters 4-12 Call Vector 4-17 Admiistratio Commads 4-17 Form Istructios 4-17 Reaso Code Names 4-21 Admiistratio Commads 4-21 Form Istructios 4-21 SIT Treatmet for Call Classificatio 4-22 Admiistratio Commads 4-22 Form Istructios 4-22 Vector Directory Number 4-24 Admiistratio Commads 4-24 Form Istructios 4-24 Implemetatio Notes 4-28 Vector Routig Table 4-30 Admiistratio Commads 4-30 Form Istructios 4-30 VuStats Display Format 4-32 Admiistratio Commads 4-32 Form Istructios 4-32 Tables of Required ad Allowed Fields 4-39

Guide to ACD Call Ceters 555-233-503 Cotets x A Recorded Aoucemets A-1 Itroductio A-1 How to Admiister Recorded Aoucemet A-2 Recorded Aoucemet Types A-3 Aalog Lie A-3 DS1 A-3 Auxiliary Truk A-4 Itegrated A-4 Whe to Use Recorded Aoucemets A-5 About Barge-i A-6 What Happes Whe You Use Barge-i A-6 Itegrated Aoucemets ad Aoucemets Recorded o Exteral Devices A-7 Sigle Itegrated Aoucemet Boards A-7 Multiple Itegrated Aoucemet Circuit Packs A-8 Compressio Rates A-8 Procedures for Recorded Aoucemets A-9 Recorded Aoucemets, the ACD, ad Other Call Ceter Features A-10 Recorded Aoucemets ad Automatic Wakeup A-10 GL Glossary ad Abbreviatios GL-1 IN Idex IN-1

Guide to ACD Call Ceters 555-233-503 Preface About This Documet Overview xi Preface About This Documet Overview This documet describes the DEFINITY Eterprise Commuicatios Server (ECS) Release 8 (R8) ACD feature. For details about what is ew i the DEFINITYECS R8, see the DEFINITY Eterprise Commuicatios Server (ECS) Release 8 (R8) Chage Descriptio. DEFINITYECS is a family of cost-effective digital commuicatio systems. These systems: Route voice ad data iformatio betwee various edpoits (telephoes, termials, computers) Provide highly robust etworkig capabilities Iclude a extesive set of stadard features: attedat cosoles, voice processig iterface, call coverage, DS1 (T1 ad E1) coectivity, hospitality support, recorded aoucemet, ad truk-to-truk trasfer Provide flexibility ad allow for the additio of optioal features ad/or upgrades to the system as busiess eeds chage This documet explais the features that comprise the DEFINITYECS ACD. It provides a itroductio to each call ceter feature ad presets required forms for admiistratio, detailed descriptios, cosideratios, ad iteractios betwee call ceter features. This documet provides a overall referece for plaig, operatig, ad admiisterig your DEFINITYECS ACD Call Ceter.

Guide to ACD Call Ceters 555-233-503 Preface About This Documet Cotets ad Orgaizatio of the Guide xii Cotets ad Orgaizatio of the Guide This documet is orgaized ito chapters by subject. Features are i alphabetical order withi each chapter. Pertiet forms follow the features. Basic features ad forms are preseted i a chapter with the same title. The followig table gives a brief descriptio of each chapter ad appedix i this book. Table 1. Cotets of Documet Chapter 1 Chapter 2 Chapter 3 Chapter 4 Title Automatic Call Distributio (ACD) Basics Overview ad Exercises DEFINITY Call Ceter Capacities for ACD Software ad Related Features DEFINITY ECS ACD Call Ceter Features DEFINITY ECS ACD Call Ceter Forms Cotets Gives a overview of the ACD feature ad icludes exercises that are prerequisite for a Istructor-led course. Icludes tables that show the switch capacities for DEFINITY ECS R8, R7, R6, R5, DEFINITY G3V4, G3V3, G3V2, G3V1, ad CetreVu CMS. Also icludes iformatio o measured extesios, splits, ad truks. Cotais the call ceter features available o the DEFINITY ECS Cotais all of the forms required to admiister basic call ceter features o the DEFINITY ECS, descriptios of the fields o each form, ad special otes about usage. Appedix A Recorded Aoucemets Describes the use ad requiremets aroud usig recorded aoucemets i a call ceter eviromet. Glossary Idex Provides a glossary ad list of abbreviatios for this ad other related DEFINITY ECS documets Provides a idex for the documet. Audiece This documet is iteded for the DEFINITYECS system admiistrators ad maagers, ed-users iterested i iformatio about specific features, ad Lucet Techologies support persoel resposible for plaig, desigig, cofigurig, sellig, ad supportig the system.

Guide to ACD Call Ceters 555-233-503 Preface About This Documet Reaso for Reissue xiii Reaso for Reissue This documet is updated to iclude DEFINITYECS Release 8 iformatio. It also ow icludes the iformatio that formerly resided i the CetreVu Call Maagemet System Admiistratio Guide i the ACD Basics appedix ad i the Global Learig Solutios ACD Basics precourse material (BTC504S). How to Use this Documet This documet is desiged to be used as a referece documet. If you are iterested i iformatio about a particular feature, use the idex or table of cotets to locate the page umber where the feature is described. Forms also ca be located this way. They are listed alphabetically i each chapter i the table of cotets. The title that appears o the form is the form ame. Covetios Used i this Documet This documet uses the followig covetios: NOTE: Draws attetio to iformatio that you must heed.! CAUTION: Deotes possible harm to software, possible loss of data, or possible service iterruptios.! WARNING: Deotes possible harm to hardware or equipmet.! SECURITY ALERT: Idicates whe system admiistratio may leave your system ope to toll fraud.

Guide to ACD Call Ceters 555-233-503 Preface About This Documet Trademarks xiv Trademarks The followig trademarked ames may be used i this documet. AUDIX is a registered trademark of Lucet Techologies. BCMS Vu is a registered trademark of Lucet Techologies. Callmaster is a registered trademark of Lucet Techologies. CetreVu is a registered trademark of Lucet Techologies. Coversat is a registered trademark of Lucet Techologies. DEFINITY is a registered trademark of Lucet Techologies. INFORMIX is a registered trademark of Iformix Software, Ic. Microsoft, MS, MS-DOS, ad Widows are registered trademarks of Microsoft Corporatio. NetWare, Novell, OPEN LOOK, ad UixWare are registered trademarks of Novell, Ic. Solaris is a registered trademark ad Solstice TM is a trademark of Su Microsystems, Ic. UNIX is a registered trademark of Novell, Ic. i the Uited States ad other coutries, licesed exclusively through X/Ope Corporatio. X Widow System TM is a trademark ad product of the Massachusetts Istitute of Techology. Whe used i this book, these trademark ad registered trademark product ames are show i italics. If the ame is used i a block of text that already icorporates italics, the the appropriate symbol is icluded i the call-out. Related Documets The followig documets may iclude iformatio related to the DEFINITYECS ACD feature. Admiistratio Documets The primary audiece for these documets cosists of DEFINITYECS admiistrators who work for exteral customers ad for Lucet s dealers. The satisfactio ad eeds of our exteral customers is the primary focus for the documetatio. DEFINITYECS Release 8 Admiistrator s Guide, 555-233-502, Provides complete step-by-step procedures for admiisterig the switch, plus feature descriptios ad referece iformatio for SAT screes ad commads.

Guide to ACD Call Ceters 555-233-503 Preface About This Documet Related Documets xv DEFINITYSystem s Little Istructio Book for basic admiistratio, 555-230-727, Issue 5 Provides step-by-step procedures for performig basic switch admiistratio tasks. Icludes maagig phoes, maagig features, ad routig outgoig calls. DEFINITY System s Little Istructio Book for advaced admiistratio,555-233-712, Provides step-by-step procedures for addig truks, addig hut groups, writig vectors ad recordig aoucemets. DEFINITYSystem s Little Istructio Book for basic diagostics, 555-230-713, Provides step-by-step procedures for baseliig your system, solvig commo problems, readig alarms ad errors, usig features to troubleshoot your system, ad cotactig Lucet. DEFINITYECS Release 8 Overview, 555-230-024, Issue 8 Provides a brief descriptio of the features available with DEFINITYECS R8. This book does ot provide a geeral overview of the switch or of basic telephoy. DEFINITYECS Release 8 Reports, 555-230-511, Issue 6 Provides detailed descriptios of the measuremet, status, security, ad recet chage history reports available i the system ad is iteded for admiistrators who validate traffic reports ad evaluate system performace. Icludes corrective actios for potetial problems. DEFINITYECS Release 8 System Descriptio, 555-230-211, Issue 5 Provides hardware descriptios, system parameters, lists of hardware required to use features, system cofiguratios, ad evirometal requiremets. DEFINITYECS What s New i R8, 555-233-752, Issue 1 Provides a detailed overview ad iformatio o basic admiistratio for the ew fuctioality i this release.

Guide to ACD Call Ceters 555-233-503 Preface About This Documet Related Documets xvi Istallatio, Upgrades, ad Maiteace Documets Lucet techicias, desig ceter employees, ad customer self-maitaiers are the primary audieces for these documets. DEFINITYECS Release 8 Admiistratio for Network Coectivity, 555-233-501, Describes the mai types of switch-to-switch coectios that use Overla hardware ad software, ad the procedures required to admiister these coectios. DEFINITYECS Release 8 ATM Istallatio, Upgrades, ad Admiistratio, 555-233-106, Issue 1 Step-by-step istructios for how to istall, upgrade, ad admiister ATM switches. DEFINITYECS Release 8 Istallatio ad Maiteace for Survivable Remote EPN, 555-233-102, Issue 3 Describes how to istall, cable, test, ad perform maiteace o a Survivable Remote Expasio Port Network (SREPN). Provides power, groud, ad fiber coectios. DEFINITYECS Release 8 Istallatio ad Test for Multi-Carrier Cabiets, 555-230-112, Issue 7 Provides procedures ad iformatio for hardware istallatio ad iitial testig of multi-carrier cabiets. DEFINITYECS Release 8 Istallatio ad Test for Sigle-Carrier Cabiets, 555-230-894, Issue 5 Provides procedures ad iformatio for hardware istallatio ad iitial testig of sigle-carrier cabiets. DEFINITY ECS Release 8 Istallatio for Adjucts ad Peripherals, 555-230-125, Issue 6 Provides procedures ad iformatio for hardware istallatio ad iitial testig of ECS adjuct ad peripheral systems ad equipmet. DEFINITYECS Release 8 Istallatio, Upgrades ad Additios for Compact Modular Cabiets, 555-230-128, Issue 5 Provides procedures ad iformatio for hardware istallatio ad iitial testig of compact modular cabiets.

Guide to ACD Call Ceters 555-233-503 Preface About This Documet Related Documets xvii DEFINITYECS Release 8 Maiteace for R8r, 555-230-126, Issue 5 Provides detailed descriptios of the procedures for moitorig, testig, troubleshootig, ad maitaiig the R8r ECS. Icluded are maiteace commads, step-by-step trouble-clearig procedures, the procedures for usig all tests, ad explaatios of the system s error codes. DEFINITYECS Release 8 Maiteace for R8si, 555-233-105, Provides detailed descriptios of the procedures for moitorig, testig, troubleshootig, ad maitaiig the R8si ECS. Icluded are maiteace commads, step-by-step trouble-clearig procedures, the procedures for usig tests, ad explaatios of the system s error codes. DEFINITYECS Release 8 Maiteace for R8csi (Compact Modular Cabiets), 555-204-129, Issue 5 Provides detailed descriptios of the procedures for moitorig, testig, troubleshootig, ad maitaiig the R8csi ECS. Icluded are maiteace commads, step-by-step trouble-clearig procedures, the procedures for usig all tests, ad explaatios of the system s error codes. DEFINITYECS Release 8 Upgrades ad Additios for R8r, 555-230-121, Issue 6 Provides procedures for a istallatio techicia to covert DEFINITY Commuicatios System or DEFINITYECS to DEFINITYECS Release 8. Icludes upgrade cosideratios, lists of required hardware, ad step-by-step upgrade procedures. Also icludes procedures to add cotrol carriers, switch ode carriers, port carriers, circuit packs, auxiliary cabiets, ad other equipmet. DEFINITYECS Release 8 Upgrades ad Additios for R8si, 555-233-104, Provides procedures for a istallatio techicia to upgrade a existig DEFINITYCommuicatios System or DEFINITY ECS to DEFINITY ECS Release 8. Icluded are upgrade cosideratios, lists of required hardware, ad step-by-step upgrade procedures. Also icluded are procedures to add cotrol carriers, switch ode carriers, port carriers, circuit packs, auxiliary cabiets, ad other equipmet. Task-orieted Techicia Documetatio New electroic iformatio for customer service egieers who perform G3r upgrades.

Guide to ACD Call Ceters 555-233-503 Preface About This Documet Related Documets xviii Call Ceter Documets These documets are issued for DEFINITYECS Call Ceter applicatios. The iteded audiece is DEFINITYECS admiistrators. DEFINITYECS Release 8 Call Vectorig/EAS Guide, 585-230-521, Issue 4 Provides iformatio o how to write, use, ad troubleshoot vectors, which are commad sequeces that process telephoe calls i a Automatic Call Distributio (ACD) eviromet. DEFINITYECS Release 8 Guide to ACD Call Ceters, 555-233-503, Provides feature descriptios ad some implemetatio guidace for call ceter features. DEFINITYECS Basic Call Maagemet System (BCMS) Operatios, 555-230-706, Provides iformatio o the use of the BCMS feature for ACD reportig. Ed Users The primary audiece for these documets cosists of people who use the phoes ad attedat cosoles. DEFINITYECS Cosole Operatios, 555-230-700, Issue 5 Provides operatig istructios for the attedat cosole. Icluded are descriptios of the cosole cotrol keys ad fuctios, call-hadlig procedures, basic system troubleshootig iformatio, ad routie maiteace procedures. DEFINITYECS Release 8 Cosole Operatios Quick Referece, 555-230-890, Issue 4 Provides operatig istructios for the attedat cosole. Icluded are descriptios of the cosole cotrol keys ad fuctios, call hadlig, basic system-troubleshootig iformatio, ad routie maiteace procedures.

Guide to ACD Call Ceters 555-233-503 Preface About This Documet How to Get Help xix How to Get Help For those times whe you eed additioal help, the followig help services are available. You may eed to purchase a exteded service agreemet to use some of these help services. See your Lucet Techologies represetative for more iformatio. Lucet Techologies Ceters of Excellece Asia/Pacific 65-872-8686 Wester Europe/Middle East/South Africa 441-252-391-889 Cetral/Easter Europe 361-270-5160 Cetral/Lati America/Caribbea 1-303-538-4666 North America 1-800-248-1111 DEFINITYHelplie 1-800-225-7585 Lucet Techologies Toll Fraud Itervetio 1-800-643-2353 Lucet Techologies Natioal Customer Care Ceter Support Lie 1-800-242-2121 Lucet Techologies Corporate Security 1-800-822-9009 How to Make Commets About This Documet We provide reader commet cards at the back of this documet. While we have tried to make this documet fit your eeds, we are iterested i your suggestios for improvig it ad urge you to complete ad retur a reader commet card. If the reader commet cards have bee removed from this documet, please sed your commets to: Lucet Techologies Global Learig Solutios Room 22-2H15 11900 North Pecos Street Dever, CO 80234-2703 USA

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Guide to ACD Call Ceters 555-233-503 1 Automatic Call Distributio (ACD) Basics Overview ad Exercises Itroductio Automatic Call Distributio (ACD) Basics Overview ad Exercises 1-1 1 NOTE: This chapter provides kowledge that is prerequisite to attedig a Istructor-led Traiig (ILT) course. Itroductio This chapter gives a overview of the Automatic Call Distributio (ACD) feature. It describes basic ACD capabilities for the followig Lucet Techologies switches: DEFINITY Eterprise Commuicatios Server DEFINITY Commuicatios System Geeric 3. This chapter addresses ACD termiology, switches ad switch features, split queues, distributig ad hadlig calls, ACD measuremet, ACD capacities, ad egieerig guidelies. ACD termiology defie commo terms that are used throughout this book. The Switches ad Switch Features sectio defies switches ad ACDs ad explais how the followig features work: truks, truk groups, ad extesios; automatic-i processig; switch attedat; ad Direct Iward Dialig (DID) processig. Split Queues defies a split queue ad explais how to set up call processig to a split, icludig aoucemets for calls i a split queue; aswer supervisio ad abadoed calls, itraflow ad iterflow, ad ight service for the ECS ad Geeric 3. Distributig ad Hadlig Calls describes how calls are distributed to agets ad how agets hadle the calls. It also defies the split supervisor voice termial buttos.

Guide to ACD Call Ceters 555-233-503 1 Automatic Call Distributio (ACD) Basics Overview ad Exercises ACD Termiology 1-2 ACD Measuremet describes how CetreVu CMS collects measured data o splits/skills, extesios, truks, truk groups, VDNs, ad vectors. This sectio also icludes switch features that affect CMS data, such as Hold, Coferece, Trasfer, Multiple Call Hadlig, ad so forth. ACD Capacities cotais capacity tables for DEFINITY ECS, Geeric 3 switches, ad CetreVu CMS. It also discusses measured extesios ad multiple splits o a o-eas switch ad measured ad umeasured truks. Egieerig Guidelies presets ACD aget ad truk egieerig guidelies for determiig the umber of agets ad truks required for a ACD. It cotais examples ad tables of average service times. Exercises to Test Your Kowledge of ACD At the ed of the chapter are a series of exercises that you ca use to demostrate your kowledge of the iformatio preseted i this chapter. I most cases you should be able to complete this chapter ad the associated exercises i oe hour. All of the exercises that you eed to complete to be ready for the Istructor-led Traiig are foud i this chapter. Prior to completig the exercises, you should read the chapter, as it itroduces the cocepts ad skills associated with the ACD, ad provides istructio o their applicatio. It is importat that you attempt to complete each Exercise. Eve if you make mistakes, whe you check your aswers you ll see how you should have respoded ad better uderstad the cocept preseted. ACD Termiology The followig terms will provide geeral familiarity with the ACD eviromet. Aget Aget I Multiple Splits/Skills Aget State A aget is a perso assiged to oe or more splits/skills ad hadles calls to/from a extesio i those splits/skills. Depedig o the ACD software, a aget ca be a member of multiple splits/skills. Aget state is a term or code that represets the curret availability status of a aget. The term aget state also represets a user ability to chage a aget s availability withi the system.

Guide to ACD Call Ceters 555-233-503 1 Automatic Call Distributio (ACD) Basics Overview ad Exercises ACD Termiology 1-3 Call Distributio Methods CMS EAS Hut Groups Queues (split/skill ad/or attedat) Skill Split Truk Group Truk state Aoucemets The ACD ca distribute calls to agets i a split/skill i oe of four ways: Circular Hutig (Geeric 2 oly) Direct (liear) Hutig EAD (Expert Aget Distributio) UCD (Uiform Call Distributio) ad EUCD (Ehaced Uiform Call Distributio) or MIA Call Maagemet System. CMS is a adjuct (basic software package or optioal ehaced software package) that collects call data from a switch residet ACD. CMS provides call maagemet performace recordig ad reportig. It ca also be used to perform some ACD admiistratio. CMS allows users to determie how well their customers are beig served ad how efficiet their call maagemet operatio is. Expert Aget Selectio. A optioal feature available with Geeric 3 ad Geeric 2.2 that uses Call Vectorig ad ACD i the switch to route icomig calls to the correct aget o the first try based o skills. A group of truks/agets selected to work together to provide specific routig of special purpose calls. If calls caot be aswered immediately, they are routed to a call collectio poit (split/skill queue or attedat queue) where calls are held util a split/skill aget or attedat ca aswer them. Calls are ordered as they arrive ad they are served i that order. Depedig o the time delay i aswerig the call, aoucemets, music, or prepared messages may be employed util the call is aswered. A ability give to a aget to meet a specific customer requiremet or a call ceter busiess requiremet. A group of extesios/agets that ca receive stadard calls ad/or special purpose calls from oe or more truk groups. A group of similarly admiistered truks carryig calls to the switch. A ACD has its ow pre-assiged truk groups. A term or code that represets the curret status of a particular truk. A aoucemet is a pre-recorded message delivered to a caller i queue requestig the caller to remai o-lie, promptig the caller for iformatio or directig the caller to aother destiatio. Whe a call is i queue, depedig o the legth of time i queue, a automatic recordig ca ecourage the caller to hag o, call back later, call aother umber, leave a message or ca be used with call promptig to direct the caller to specific destiatios. These aoucemets ca be scheduled to occur periodically.

Guide to ACD Call Ceters 555-233-503 1 Automatic Call Distributio (ACD) Basics Overview ad Exercises ACD Termiology 1-4 Call Promptig Call Vectorig Itraflow Iterflow LAI MCT Night Service Priority Queue Service Observig Split/Skill Admiistratio Call Promptig is a call maagemet method that uses specialized call vector commads to provide flexible hadlig of icomig calls based o iformatio collected from the caller. Oe example would be where the caller receives a aoucemet ad is the prompted to select (via dialed umber selectio) a departmet or a optio that was listed i the aoucemet. Call Vectorig is a optioal software package that allows processig of icomig calls accordig to a programmed set of commads. Call Vectorig provides a flexible service allowig direct calls to specific ad/or uique call treatmets. Itraflow is used whe a split s/skill s queue is heavily loaded or whe a call arrives after ormal work hours. Itraflow ivolves redirectig a call to a destiatio withi the local switch etwork (the same switch system). Iterflow is used whe a split s/skill s queue is heavily loaded or whe a call arrives after ormal work hours. Iterflow redirects a call to a destiatio outside the local switch etwork (a differet switch system). Look Ahead Iterflow. LAI allows users to balace the call work load betwee multiple call ceters o separate switchig systems. LAI uses ISDN to allow multiple switches to commuicate ad iterflow whe appropriate. Malicious Call Trace. MCT allows a aget to otify a predefied party a malicious caller is o the lie. It also ivolves eablig a recordig device to record the call. Night Service is used whe a call arrives after ormal work hours. The call ca be redirected to aother destiatio such as aother split/skill, a extesio, the attedat, a aoucemet with forced discoect, or a message ceter. Night Service ca take oe of three forms: Hut Group (Split/Skill) Night Service Truk Group Night Service System Night Service The priority queue is a segmet of a split's/skill's queue from which calls are take first. Service observig is a feature used to trai ew agets ad observe i-progress calls. The observer (split/skill supervisor) ca toggle betwee a liste-oly mode or a liste/talk mode durig calls i progress. Split/Skill admiistratio is the ability to assig, moitor, or move agets to specific splits/skills. It also ivolves chagig reportig parameters withi the system.

Guide to ACD Call Ceters 555-233-503 1 Automatic Call Distributio (ACD) Basics Overview ad Exercises ACD Termiology 1-5 Split/Skill Supervisor Threshold Call Ceter CAS DID DNIS Extesios Leave Word Callig QDN Truk/Truk Group A split/skill supervisor is assiged to moitor/maage each split/skill ad split/skill queue to accomplish specific split/skill objectives. A supervisor ca assist agets o ACD calls, be ivolved i aget traiig, ad cotrol call itra/iterflow. A threshold is a poit i time or criteria that determies a certai actio by the system. For example, the umber of calls i queue or the time calls sped i queue determies specific call treatmets, or you ca set the umber of rigs prior to aoucemets or call aswers. A call ceter provides a cetralized locatio where a group of agets or compay represetatives commuicate with customers via icomig or outgoig calls. Cetralized Attedat Service. CAS is a system feature used whe more tha oe switch is employed. CAS is a attedat or group of attedats that hadles the calls for all switches i that particular etwork. Direct Iward Dialig. DID is a process ivolvig calls comig ito the switch from the CO. The switch tha routes the calls directly to the appropriate extesio (as idetified by the last four digits). Dialed Number Idetificatio Service. DNIS is a feature of the 800 umber service that seds the dialed digits to the called destiatio. This ca be used with a display voice termial to idicate the type of call to a aget. For example, the call by its destiatio ca be classified as a certai type of call or caller (e.g., a Gold Card caller) depedig o a product or service the destiatio umber is associated with. Voice termials coected to a PBX/switch via telephoe lies are referred as extesios. Extesios is also the term used to defie the 3, 4, or 5 digit umbers used to idetify the voice termial to the PBX/switch software for call routig purposes. Leave Word Callig is a system feature that allows messages to be stored for ay ACD split/skill ad allows for retrieval by a coverig user of that split/skill or a system wide message retriever. Queue Directory Number. QDN is a associated extesio umber of a split. It is ot ormally dialed to reach a split. The split ca be accessed by dialig the QDN. The QDN is also referred to as a split group extesio. Truks are commuicatio chaels betwee two switchig systems or offices. Truks grouped together to provide idetical commuicatios characteristics are called truk groups. Truks withi truk groups ca be used iterchageably betwee two commuicatios systems or cetral offices i order to provide multi-access capability.

Guide to ACD Call Ceters 555-233-503 1 Automatic Call Distributio (ACD) Basics Overview ad Exercises Switches ad Switch Features 1-6 Switches ad Switch Features This sectio defies switches ad ACDs ad explais how they work. The sectio cotais the followig topics: Truks, truk groups, ad extesios Automatic-i processig defiitio The attedat Switch with attedat ad extesios Direct Iward Dialig processig with a example Automatic-i processig of ACD calls DID processig of ACD calls Call processig o a ACD switch. What a Switch Does A switch is a electroic device that processes icomig, outgoig, ad iteral calls ad coects them to the proper destiatios. The telephoe compay switch i your local area is called a Cetral Office (CO). A switch owed by a compay or orgaizatio processes icomig, outgoig, ad iteral calls. Throughout this chapter, the term switch is used to refer to a compay or orgaizatio s switch. Truks, Truk Groups, ad Extesios Icomig calls to a compay first pass through the CO. The CO seds calls to the compay switch over truks (telephoe lies that carry calls betwee two switches, betwee a CO ad a switch, or betwee a CO ad a phoe). The CO receives dialed digits from the caller, processes the digits, ad seizes a truk that is assiged those digits. After the CO seizes a truk, it seds a cotiuig trasmissio to the destiatio phoe or switch, ad o other calls ca be set over that truk util the curret call discoects. Sice a truk ca carry oly oe call at a time, truk groups are usually created. A truk group is a group of truks that are assiged to the same digits. With a truk group, the CO receives the digits of a dialed phoe umber ad checks the truk group assiged to that umber to see if ay of the truks are available. The CO the seizes a available truk. As may simultaeous calls ca be made over a truk group as there are truks i that truk group. A truk group, therefore, ca carry multiple calls for the same phoe umber. Whe a truk group carries icomig calls (that is, calls made outside the compay s switch locatio) to the switch, the switch the coects the calls to their proper destiatios withi the compay.

Guide to ACD Call Ceters 555-233-503 1 Automatic Call Distributio (ACD) Basics Overview ad Exercises Switches ad Switch Features 1-7 The switches previously listed, i additio to coectig icomig calls to the proper destiatios, are also like private COs for compay employees. That is, employee phoes are coected to a switch by telephoe lies called extesios. Extesios are the assiged 3-4- or 5-digit umbers withi the switch software, ad these umbers become the employee phoe umbers for iteral (itra-compay) calls. Automatic-I Processig Automatic-i processig is oe type of call processig. With automatic-i processig, the CO processes all of the digits of a icomig call. The CO the seizes a truk from the truk group, but sice processig is complete, the call coects directly to a destiatio idetified i the switch software. That destiatio ca be a phoe, a queue (i which callers wait to be aswered i the order i which their call was received), or special treatmet like a aoucemet. Switch Attedat Icomig calls ca also go to a switch attedat. A switch attedat is a perso who maually routes calls to their proper destiatios usig a attedat cosole (which is like a call switchboard). Normally a attedat serves as a iteral operator who trasfers calls to the proper extesios. Ofte, a switch will have more tha oe attedat, ad all of the switch s attedats will aswer calls directed to the attedat queue, which holds calls util a attedat is available. The attedat queue receives iteral calls made from employee extesios, ad also receives icomig calls through DID processig ad automatic-i processig. Attedat call hadlig varies, depedig o the compay s eeds. However, if the attedat has a automatic-i umber, it will ormally be the umber published i the phoe book, ad the DID umber will most likely be used by off-site employees who kow oly the attedat s extesio umber. Cetralized Attedat Service (CAS) is a switch feature that eables attedats to be cosolidated at oe private-etwork locatio. The atteded locatio is called the CAS mai ad each uatteded locatio is called a CAS brach. At brach locatios, calls requirig attedat services route by way of Release Lik Truks to the mai locatio. Direct Iward Dialig Processig With Direct Iward Dialig (DID) processig, icomig truks do ot coect the CO directly to a employee s phoe; istead, the icomig truks are pooled by the switch, ad this pool of truks is the shared by employee phoes. Extesio umbers may serve as the fial digits of employee phoe umbers for icomig calls. That is the CO may assig a 2-3- or 4- digit prefix to a truk group. The, whe a 7-digit employee phoe umber is dialed, the call is processed as follows: 1. The CO processes the prefix of the dialed umber, ad the seizes a truk i the truk group that is assiged that prefix. 2. The CO passes the remaiig digits of the dialed umber to the switch. 3. The switch recogizes the remaiig digits as a employee extesio umber ad seds the call to that extesio.

Guide to ACD Call Ceters 555-233-503 1 Automatic Call Distributio (ACD) Basics Overview ad Exercises What the ACD Does 1-8 DID Processig Example As a example of DID processig, say that Employee A has the exteral phoe umber 538-1000 ad the extesio umber 1000. Employee B has the phoe umber 538-9999 ad the extesio umber 9999. The steps i completig calls to Employees A ad B might be as follows: 1. Employee A s cliet dials 538-1000. 2. The CO servig Employee A s compay idetifies the digits 538 (the commo prefix for all phoe umbers to that compay) ad seizes Truk 1 i the truk group assiged the digits 538. 3. The CO passes the digits 1000 to the switch at Employee A s compay. 4. The switch idetifies the digits 1000 as Employee A s extesio umber ad seds the call to Employee A s extesio. 5. Employee A s phoe rigs ad Employee A aswers. 6. Meawhile, Employee B s cliet dials 538-9999. 7. The CO idetifies the digits 538 ad seizes Truk 2 i the truk group assiged the digits 538. 8. The CO passes the digits 9999 to the switch. 9. The switch idetifies the digits 9999 as Employee B s extesio umber ad seds the call to Employee B s extesio. 10. Employee B s phoe rigs ad Employee B aswers. While Employees A ad B cotiue to talk, Truks 1 ad 2 i the 538 truk group will ot accept ay more calls, so aother call begiig with the digits 538 will seize yet aother truk i the truk group. What the ACD Does Automatic Call Distributio (ACD) is a switch software feature that processes high-volume icomig, outgoig, ad iteral calls ad distributes them to groups of extesios called hut groups or splits. The switch also seds iformatio about the operatio of the ACD to the CetreVu CMS which stores ad formats the data ad produces real-time ad historical reports o ACD activity. For more detailed iformatio about ACD, read the feature descriptio i the product documetatio that came with your switch. ACD is used by a call ceter to route icomig calls to specifically assiged splits/skills ad agets. ACD allows a system admiistrator to create a efficiet call maagemet eviromet. This admiistrator ca add or remove splits/skills from the system, add or remove aoucemets, add or remove agets, add truk groups ad route calls to the appropriate splits/skills. The admiistrator ca also specify ACD measuremet criteria ad use a optioal CMS package to provide reports o ACD efficiecy.

Guide to ACD Call Ceters 555-233-503 1 Automatic Call Distributio (ACD) Basics Overview ad Exercises Split Queues 1-9 Thigs to Kow Before You Start A voice respose port or a perso who aswers ACD calls is called a aget. Compaies that operate high-volume call-aswerig ceters, for example, a catalogue sales ceter, a reservatios ceter, or a customer service ceter, use the ACD feature to process icomig calls ad distribute them to agets. I additio to agets, each ACD split ca be assiged a split supervisor. The split supervisor uses various switch ad CetreVu CMS features to moitor split ad aget performace ad to provide assistace if ecessary. Maitaiig truks from the CO to the switch ad hirig agets to aswer calls costs moey. However, if customers who call to purchase goods or services have difficulty reachig a aget ad, therefore, stop tryig to get through, the call ceter loses reveue. Call ceter maagemet eeds, therefore, to determie how may truks ad agets are ecessary to miimize costs ad maximize the ability of customers to purchase goods or services. Maagemet ca the set up ad maitai the ACD accordigly. Automatic-I Processig of ACD Calls Through switch admiistratio, each automatic-i truk group is assiged to a ACD split. All calls that come i o a automatic-i truk group are directed to the assiged split. The the ACD software distributes the calls to the aget extesios assiged to the split accordig to the assiged call distributio method (described later). DID Processig of ACD Calls Geeric 3 eables you to dial directly to various extesios such as a VDN, a hut group, a aget, or a logi ID. Each extesio ca be assiged to a split as a DID extesio. For DID processig, truk groups are ot assiged to the split. The creatio of associated extesios is sufficiet to sed calls arrivig over DID truk groups to the appropriate split. Each split ca receive icomig calls through DID processig, automatic- i processig, or both. Automatic-i truk groups carry calls oly to the split, whereas DID truk groups carry calls to ay extesio idetified i the switch software, ot just a split. Split Queues This sectio defies a split queue ad explais how to up call processig to a split. The sectio cotais the followig topics: Split queue call processig Aoucemets for calls i a split queue Aswer supervisio ad abadoed calls Itraflow ad iterflow Night service for the ECS ad Geeric 3.

Guide to ACD Call Ceters 555-233-503 1 Automatic Call Distributio (ACD) Basics Overview ad Exercises Split Queues 1-10 Split Queue Call Processig A split queue is a holdig area for calls waitig to be aswered, usually i the order i which they were received. Whe a call is put ito queue, the caller may hear oe or more delay aoucemets, music, ad/or silece, depedig o the treatmet assiged for the split. (Treatmet of calls i queue is assiged through switch admiistratio.) Thigs to Kow Before You Start Calls eter the queue at the bottom ad move toward the top or head of the queue. After a call reaches the head of the queue, it coects to the ext available aget. For the DEFINITY ECS ad Geeric 3 switches with the Call Vectorig feature, all call treatmet icludig routig, queuig, aoucemets, ad music is specified by call vectors. Whe a call arrives at a split, the ACD software checks to see if a aget is available to hadle the call. If a aget is ot available (that is, all agets are busy), the call eters the split s queue. For the DEFINITY ECS ad Geeric 3 switches, calls queue oly if o agets are available, a queue is assiged to the split, ad the queue is ot full. If the queue is full, the caller hears a busy toe or the call goes to coverage. If the split is vector cotrolled, the this step will fail. Furthermore, if o agets are logged ito the split or if all agets are i AUX work mode (described later), calls do ot queue. Priority ad Normal Split Queues Each split ca have two queues: a ormal queue ad a priority queue. A split always has a ormal queue ad ca also be assiged a priority queue. The ACD distributes all calls i the priority queue before it distributes ay calls i the ormal queue. Therefore, the priority queue, if oe exists, must be empty before the ACD distributes calls i the ormal queue. For the DEFINITY ECS ad Geeric 3, priority queuig may be assiged i the Class of Restrictio (COR) associated with the split extesio umber. A split may also be assiged Priority Queuig o Itraflow, which meas that calls to that split, if rerouted to aother local split, will eter the destiatio split s priority queue. Split Queue Size for ECS ad Geeric 3 Queue size is established through switch admiistratio o the DEFINITY ECS Release 5 ad the Geeric 3 switch. Calls arrivig after the admiistered queue limit is reached receive a busy sigal or go to the split s busy coverage if admiistered. (If the split is vector cotrolled, the this step will fail.) Or, calls ca be redirected to a local or remote destiatio. See the Itraflow ad Iterflow for more iformatio.