DEFINITY ECS Release 9.5 Guide To ACD Call Centers 555 233 503 233503 4

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Release 9.5
Guide to ACD Call Centers

555-233-503
Comcode 70015659
Issue 4
July 2001

Copyright 2001, Avaya Inc.
All Rights Reserved
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.
Preventing Toll Fraud
“Toll fraud” is the unauthorized use of your telecommunications system by an
unauthorized party (for example, a person who is not a corporate employee, agent,
subcontractor, or is not working on your company's behalf). Be aware that there may be
a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result
in substantial additional charges for your telecommunications services.
Avaya Fraud Intervention
If you suspect that you are being victimized by toll fraud and you need technical
assistance or support, in the United States and Canada, call the Technical Service
Center's Toll Fraud Intervention Hotline at 1-800-643-2353. Outside of the United
States and Canada, contact your Avaya representative.
Providing Telecommunications Security
Telecommunications security (of voice, data, and/or video communications) is the
prevention of any type of intrusion to (that is, either unauthorized or malicious access to
or use of your company's telecommunications equipment) by some party.
Your company's “telecommunications equipment” includes both this Avaya product and
any other voice/data/video equipment that could be accessed via this Avaya product
(that is, “networked equipment”).
An “outside party” is anyone who is not a corporate employee, agent, subcontractor, or
is not working on your company's behalf. Whereas, a “malicious party” is anyone
(including someone who may be otherwise authorized) who accesses your
telecommunications equipment with either malicious or mischievous intent.
Such intrusions may be either to/through synchronous (time-multiplexed and/or
circuit-based) or asynchronous (character-, message-, or packet-based) equipment or
interfaces for reasons of:
•
Utilization (of capabilities special to the accessed equipment)
•
Theft (such as, of intellectual property, financial assets, or toll-facility
access)
•
Eavesdropping (privacy invasions to humans)
•
Mischief (troubling, but apparently innocuous, tampering)
•
Harm (such as harmful tampering, data loss or alteration, regardless of
motive or intent)
Be aware that there may be a risk of unauthorized intrusions associated with your
system and/or its networked equipment. Also realize that, if such an intrusion should
occur, it could result in a variety of losses to your company (including but not limited to,
human/data privacy, intellectual property, material assets, financial resources, labor
costs, and/or legal costs).
Your Responsibility for Your Company’s Telecommunications Security
The final responsibility for securing both this system and its networked equipment rests
with you - an Avaya customer's system administrator, your telecommunications peers,
and your managers. Base the fulfillment of your responsibility on acquired knowledge
and resources from a variety of sources including but not limited to:
•
Installation documents
•
System administration documents
•
Security documents
•
Hardware-/software-based security tools
•
Shared information between you and your peers
•
Telecommunications security experts
To prevent intrusions to your telecommunications equipment, you and your peers
should carefully program and configure your:
•
Avaya-provided telecommunications systems and their interfaces
•
Avaya-provided software applications, as well as their underlying hardware/software platforms and interfaces
•
Any other equipment networked to your Avaya products.
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 accordance 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 identified 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 are:
• A call is unanswered
• A busy tone is received
• 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 Présent Appareil Nomérique n’émet pas de bruits radioélectriques dépassant les limites applicables aux appareils numériques de la class A préscrites dans le reglement sur
le brouillage radioélectrique édicté par le ministére des Communications du Canada.
Trademarks
Callmaster, CentreVu, AUDIX, DEFINITY, and GuestWorks are registered trademarks
of Avaya and Lucent Technologies.
Ordering Information
Call:
Avaya Publications Center
U.S. Voice: 1 888 582 3688
U.S. Fax: 1 800 566 9568
Canada Voice: +1 317 322 6619
Europe, Middle East, Africa Voice: +1 317 322 6416
Asia, China, Pacific Region, Caribbean,
Latin America Voice: +1 317 322 6411
Non-U.S. Fax: +1 317 322 6699
Write: Avaya Publications Center
2855 N. Franklin Road
Indianapolis, IN 46219
U.S.
Order: Document No. 555-233-503
Comcode 108868936
Issue 3, July 2001
You can be placed on a standing order list for this and other documents you may need.
Standing order will enable you to automatically receive updated versions of individual
documents or document sets, billed to account information that you provide. For more
information on standing orders, or to be put on a list to receive future issues of this document, contact the Avaya Publications Center.
Technical Support
In the United States and Canada, Avaya technicians and customers should
call 1-800-242-2121, and dealer technicians should call 1-877-295-0099. Outside the
United States and Canada, Avaya technicians should contact their Center of Excellence
(COE), and customers and dealer technicians should contact their Avaya authorized representative.
European Union Declaration of Conformity
The “CE” mark affixed to the equipment described in this book indicates that the equipment conforms to the following European 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 distributor.
Avaya Web Page
http://www.avaya.com
Acknowledgment
This document was prepared by the Information Development Organization for Global
Learning Solutions
Intellectual property related to this product (including trademarks) and registered to
Lucent Technologies Inc. has been transferred or licensed to Avaya Inc.
Any reference within the text to Lucent Technologies Inc. or Lucent should be interpreted as references to Avaya Inc. The exception is cross references to books published
prior to April 1, 2001, which may retain their original Lucent titles.
Avaya Inc. formed as a result of Lucent’s planned restructuring, designs builds and
delivers voice, converged voice and data, customer relationship management, messaging, multi-service networking and structured cabling products and services. Avaya Labs
is the research and development arm for the company.

Issue 4
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DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
Contents

iii

Contents

iii

Preface — About this document

xvii

Overview

xvii

Contents and organization of the guide

xviii

Audience

xviii

Reason for reissue

xix

How to use this document

xix

Conventions used in this document

xix

Trademarks

Related documents

Administration documents

Installation, upgrades, and maintenance
documents

xxi

Call center documents

xxiii

End users

xxiv

How to get help

xxiv

How to make comments about this document

xxv

Automatic Call Distribution (ACD)
basics
n

Introduction
Category A versus Category B

1-1
1-1
1-2

ACD terminology

1-2

Switches and switch features

1-6

What a switch does

1-6

Trunks, trunk groups, and extensions

1-6

Automatic-in processing

1-7

Switch attendant

1-7

Direct inward dialing processing

1-7

What the ACD does

1-8

Things to know before you start

1-9

Automatic-in processing of ACD calls

1-9

DID processing of ACD calls

1-9

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Contents

iv
n

Split queues
Split queue call processing

1-10

Things to know before you start

1-10

Priority and normal split queues

1-10

Split queue size

1-10

Announcements for calls in a split queue

1-11

Things to know before you start

1-11

Related features

1-11

Announcement queuing

1-12

Answer supervision and abandoned calls
Abandoned calls
Intraflow and interflow

1-13
1-13
1-13

Things to know before you start

1-13

Description

1-14

Setting up splits

1-14

Assigning queue status

1-15

Types of calls for a split

1-15

Setting up intraflow/interflow

1-15

Night Service

1-9

1-16

Hunt Group Night Service

1-16

Trunk Group Night Service

1-16

System Night Service

1-17

Distributing and handling calls
Call distribution methods without EAS

1-17
1-17

Direct

1-18

UCD-MIA

1-18

Call distribution methods with EAS

1-19

UCD-MIA

1-20

EAD-MIA

1-20

UCD-LOA

1-21

EAD-LOA

1-21

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Contents

How agents handle calls

1-21

Things to know before you start

1-21

Staffing agent extensions without EAS

1-21

Agent states and call answering modes

1-22

Split supervisor telephone buttons

1-28

ACD and call management systems
— BCMS and CentreVu CMS

1-29

Basic Call Management System (BCMS)

1-30

CentreVu Call Management System (CMS)
(Category A only)

1-30

How CMS works with ACD

1-30

What CMS measures

1-31

ACD measurement

1-31

Things to know before you start

1-32

Switch features that affect CentreVu CMS data 1-32

DEFINITY call center capacities for
ACD software and related features

2-1

Introduction

2-1

DEFINITY R9.5 and DEFINITY R10.1 capacities

2-2

DEFINITY R9 capacities

2-10

DEFINITY R8 capacities

2-17

DEFINITY ECS R7 and DEFINITY ECS
R6.3 capacities

2-21

DEFINITY ECS R5, DEFINITY ECS
R6.1, and DEFINITY ECS R6.2 capacities

2-25

DEFINITY G3V2, DEFINITY G3V3, and
DEFINITY G3V4 switch capacities

2-27

DEFINITY G3V1 switch capacities

2-29

CentreVu CMS maximum capacities

2-30

Measured extensions and multiple
splits on a non-EAS switch

2-33

When assignments exceed capacity

2-33

Assignments are not logins

2-33

CMS and measured trunks versus
unmeasured facilities

2-34

Determining allocation of measured trunks and
unmeasured facilities

2-35

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Contents

DEFINITY ACD call center features

3-1

Introduction

3-1

Feature-related information

3-1

List of call center features

3-2

Related feature or form
n

Abandoned call search

3-3
3-4

Administering abandoned call search

3-4

Considerations

3-5

Add/Remove Skills (Category A only)

3-6

Administering Add/Remove Skills

3-6

Considerations

3-6

Interactions

3-7

Agent Call Handling

3-8

Administering Agent Call Handling

3-8

Detailed description

3-10

Agent login and logout

3-10

Agent answering options

3-11

ACD work modes

3-12

Timed After Call Work

3-13

Agent request for supervisor assistance

3-14

Stroke counts

3-14

Call work codes (Category A only)

3-15

Forced entry of stroke counts and call
work codes

3-16

Expanded technical information
Agent capacity and related limits
Considerations

3-16
3-16
3-18

Release button

3-18

Timed ACW

3-19

Nonvector-controlled splits/skills

3-19

Agents logged into multiple splits/skills

3-19

Agents with Automatic Answer

3-19

Callmaster telephones

3-20

Agents assigned to hunt-group and ACD calls

3-20

Interactions

3-20

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n

Auto-Available Split/Skill

3-23

Administering AAS

3-23

Detailed description

3-24

Considerations

3-24

Interactions

3-25

Automatic Call Distribution

3-26

Administering ACD

3-28

Detailed description

3-29

Queuing and announcements

3-29

Direct agent calling (Category A only)

3-33

Considerations
Maximum number of agents

3-36

MIA across splits/skills

3-36

Announcements

3-36

Storing and retrieving messages

3-36

Class of Restriction

3-37

Trunk groups and ACD splits

3-37

Agent considerations

3-37

Vector-controlled splits/skills

3-38

Changing hunt groups from ACD to non-ACD

3-38

Interactions
n

3-36

Basic Call Management System

3-38
3-41

Administering BCMS

3-42

Interactions

3-43

Best Service Routing (Category A only)

3-44

Benefits of BSR

3-45

Before you start using BSR

3-46

Switch requirements for BSR

3-46

Network requirements for BSR

3-47

Administering BSR

3-48

Singe-site BSR

3-48

Multi-site BSR

3-49

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Detailed description

Call surplus situations

3-50

Agent surplus situations

3-51

Vector commands for single-site BSR

3-52

Vector commands for multi-site BSR

3-54

Considerations

3-55

Interactions

3-55

Call Management System (Category A only)

3-59

Administering the DEFINITY-to-CMS interface

3-59

Considerations

3-59

Call Prompting

3-61

Administering call prompting

3-61

Considerations

3-62

Interactions

3-63

Call Vectoring

3-64

Administering Call Vectoring

3-64

Interactions

3-67

CentreVu Advocate (Category A only)

3-72

Administering CentreVu Advocate

3-73

Call and agent selection

3-75

Automated agent staffing adjustments

3-76

Call selection at a glance

3-76

Agent selection at a glance

3-77

Combining agent and call selection methods

3-77

Considerations
Feature compatibility
Interactions
n

3-50

Expert Agent Selection (Category A only)
Administering EAS

3-79
3-79
3-80
3-81
3-81

Administering Direct Agent Announcement

3-82

Detailed administration for EAS

3-83

Detailed description

3-84

Agent selection

3-84

Additional agent login ID capabilities

3-85

Direct Agent calling

3-86

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Contents

Considerations

3-86

Interactions

3-87

Inbound Call Management

3-90

Administering ICM

3-90

Detailed description

3-92

Applications

3-92

Host/adjunct call routing

3-95

Considerations

3-96

Interactions

3-96

Information Forwarding (Category A only)
Administering User-to-User Information transport

3-97

Detailed description

3-99

Support of call center features

3-100

Determining user information needs

3-100

Considerations
Troubleshooting
Interactions
n

3-97

Intraflow and Interflow

3-101
3-102
3-102
3-103

Intraflow

3-103

Interflow

3-103

Administering Intraflow and Interflow

3-104

Detailed description

3-104

Considerations

3-105

Interactions

3-105

Look-Ahead Interflow (Category A only)

3-106

Administering LAI

3-107

Considerations

3-108

Interactions

3-109

Multiple Call Handling

3-112

Administering MCH

3-112

Detailed description

3-112

Applications

3-112

MCH settings

3-113

MCH example

3-114

Considerations

3-115

Interactions

3-116

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x
n

Network Call Redirection (NCR) (Category A only)
Administering NCR

3-119

Trunk Group form

3-120

Signaling Group form

3-123

Call Vector form

3-124

Best Service Routing Application form

3-125

Administration for support of AT&T In-band
Transfer and Connect

3-126

Detailed description

3-127

Network Call Transfer

3-127

Network Call Deflection

3-127

Information Forwarding support for AT&T
In-band Transfer and Connect

3-128

Considerations

3-129

Troubleshooting

3-129

Things to know

3-130

Interactions
n

3-118

Queue Status Indications

3-131
3-134

Administering Queue Status Indications

3-134

Detailed description

3-135

Interactions

3-135

Reason Codes (Category A only)

3-136

Administering Reason Codes

3-136

Detailed description

3-137

Forced reason codes

3-137

Requested reason codes

3-137

Entering AUX work mode

3-137

Logging out

3-137

Default code

3-138

Considerations

3-138

Interactions

3-139

Redirection on No Answer

3-140

Administering RONA

3-140

Detailed description

3-141

RONA application examples

3-141

RONA routing sequences

3-143

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Contents

Using BCMS/CMS reports with RONA

3-144

Returning AAS agents to service

3-144

Considerations

3-145

Interactions

3-145

Interactions with other ringing call timers
n

Remote Logout of Agent

3-151
3-153

Administering Remote Logout of Agent

3-153

Detailed description

3-153

Verifying that the system parameters are set to
enable use of the Remote Logout of Agent
feature
3-154
Administering permissions for users to
remotely logout agents

3-155

Logging out an Agent (locally, within the switch) 3-155
Logging out an Agent (remotely using VDN)

3-156

Considerations

3-157

Interactions

3-158

Service Observing

3-159

Administering Service Observing

3-159

Detailed description

3-160

Observing Logical-Agent IDs

3-161

Observing VDNs (Category A only)

3-161

Observing Remotely or by FAC
(Category A only)

3-162

Service Observing indicators

3-163

General security

3-166

VDN-call security

3-166

Vector-initiated security

3-167

Remote-access security

3-167

Considerations

3-168

Observability

3-168

Ineligibility

3-168

Trunk calls

3-168

Multiple observers

3-168

Conferenced calls

3-169

Transferred calls

3-169

Interactions

3-170

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n

Universal Call ID
What is UCID’s purpose?

3-174

What does UCID look like?

3-174

How does UCID work?

3-174

What creates UCIDs?

3-175

When are UCIDs created?

3-175

How are UCIDs transmitted?

3-175

How are UCIDs tracked?

3-176

Station-to-station calls

3-176

Incoming trunk calls

3-176

Outgoing trunk calls

3-177

Simple transfer or conference

3-177

Complex conference

3-179

Configuration — switch before INTUITY
Conversant

3-180

Configuration — INTUITY Conversant before
the switch

3-182

Interactions

3-183

Before you start

3-183

Administering UCID

3-185

Task A: Check ASAI interface before
enabling UCID

3-185

Task B: Set the switch to create and send
UCIDs

3-186

Task C: Enable UCID transmission on trunk
groups

3-187

Considerations
Troubleshooting
n

3-174

VDN in a Coverage Path

3-188
3-188
3-189

Administering VICP

3-189

Considerations

3-189

Interactions

3-190

VDN of Origin Announcement (Category A only)

3-194

Administering VOA

3-194

Detailed description

3-195

Considerations

3-196

Interactions

3-197

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n

Voice Response Integration (Category A only)

3-200

Administering VRI

3-201

Detailed description

3-201

Interactions

3-203

VuStats (Category A only)

3-208

Administering VuStats

3-209

Detailed description

3-212

How the information looks

3-214

When the information updates

3-215

Considerations

3-215

Interactions

3-216

DEFINITY ACD call center forms

4-1

Introduction

4-1

List of call center forms

4-1

Agent LoginID (Category A only)

4-2

Administration commands

4-2

Form instructions

4-2

Implementation notes

4-6

Best Service Routing (BSR)
Application Plan (Category A only)

4-7

Administration commands

4-7

Form instructions

4-8

BCMS/VuStats Login ID (Category A only)

4-9

Administration commands

4-9

Form instructions

4-10

Implementation notes

4-11

Call Center System Parameters

4-12

Administration commands

4-12

Form instructions

4-12

Page 8 of the form

4-13

Page 9 of the form

4-16

Call Vector

4-18

Administration commands

4-18

Form instructions

4-18

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n

Holiday Table

4-22

Administration commands

4-22

Form instructions

4-22

Implementation notes for entering dates

4-23

Implementation notes

4-24

Hunt Group

4-25

Administration commands

4-25

Form instructions

4-26

Reason Code Names (Category A only)

4-28

Administration commands

4-28

Form instructions

4-28

SIT Treatment for Call Classification
(Category A only)

4-29

Administration commands

4-29

Form instructions

4-30

Vector Directory Number

4-31

Administration commands

4-31

Form instructions

4-32

Implementation notes

4-36

Vector Routing Table (Category A only)

4-37

Administration commands

4-37

Form instructions

4-38

VuStats Display Format (Category A only)

4-40

Administration commands

4-40

Form instructions

4-40

Tables of VuStats required and allowed fields

4-47

Recorded announcements

A-1

Introduction

A-1

Administering recorded announcements

A-2

Recorded announcement types

A-3

Analog line types

A-3

Analog

A-3

Analog-fd

A-3

Analog-m

A-3

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Contents

DS1 types
ds1-fd

A-4

ds1-sa

A-4

ds1-ops

A-4

Auxiliary trunk types

A-4

aux-trunk

A-4

aux-trk-m

A-5

Integrated types

A-5

integrated

A-5

integ-rep

A-5

When to use recorded announcements

A-6

About barge-in

A-7

n
n

A-4

What happens when you use barge-in

A-7

What happens When you do not use barge-in

A-7

Integrated announcements and
announcements recorded on external devices

A-8

Single integrated announcement boards

A-8

Multiple integrated announcement circuit packs

A-9

Compression rates

A-10

Procedures for recorded announcements (TN2501AP) A-11
Procedures for recorded announcements (TN750,
TN750B, TN750C, and TN2501AP)

A-11

Recorded announcements, the ACD,
and other call center features

A-13

Recorded announcements and automatic wakeup

A-13

Administering VRUs/IVRs as station ports
n

Introduction

B-1
B-1

GL Glossary and Abbreviations

GL-1

IN-1

Index

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

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Contents

xvi

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
Preface — About this document
Overview

Issue 4
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xvii

Preface — About this document

Overview
This document describes the Automatic Call Distribution (ACD) feature of the
DEFINITY switches, including the DEFINITY Enterprise Communications Server, the
DEFINITY Business Communications System (BCS), the DEFINITY ONE, the Prologix,
and GuestWorks.
For details specific to what is new in Release 9 of the DEFINITY, see DEFINITY ECS
What’s New for Release 9, 555-233-766, and DEFINITY What’s New for Release 9.5,
555-233-418.
DEFINITY is a family of cost-effective digital communication systems. These systems:

Route voice and data information between various endpoints (telephones,
terminals, computers)

Provide highly robust networking capabilities

Include an extensive set of standard features: attendant consoles, voice processing
interface, call coverage, DS1 (T1 and E1) connectivity, hospitality support,
recorded announcement, and trunk-to-trunk transfer

Provide flexibility and allow for the addition of optional features and/or upgrades
to the system as business needs change

This document explains the features that comprise the DEFINITY ACD. It provides an
introduction to each call center feature and presents required forms for administration,
detailed descriptions, considerations, and interactions between call center features. This
document provides an overall reference for planning, operating, and administering your
DEFINITY ACD Call Center.

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Guide to ACD Call Centers 555-233-503
Preface — About this document
Contents and organization of the guide

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Contents and organization of the
guide
This document is organized into chapters by subject. Features are in alphabetical order
within each chapter. Pertinent forms follow the features. Basic features and forms are
presented in a chapter with the same title.
The following table gives a brief description of each chapter and appendix in this book.
Table 1. Contents of Document
Title

Contents

Chapter 1

Automatic Call Distribution (ACD)
basics

Gives an overview of the ACD feature.

Chapter 2

DEFINITY call center capacities for
ACD software and related features

Includes tables that show the switch
capacities for DEFINITY ECS R9.5, R9,
R8, R7, R6, R5, DEFINITY G3V4,
G3V3, G3V2, G3V1, and CentreVu
CMS. Also includes information on
measured extensions, splits, and trunks.

Chapter 3

DEFINITY ACD call center features

Contains information about the call
center features available on the
DEFINITY ECS

Chapter 4

DEFINITY ACD call center forms

Contains all of the forms required to
administer basic call center features on
the DEFINITY ECS, descriptions of the
fields on each form, and special notes
about usage.

Appendix A

Recorded announcements

Describes the use and requirements
around using recorded announcements in
a call center environment.

Appendix B

Appendix B, ‘‘Administering
VRUs/IVRs as station ports’’

Provides information on how to
administer VRUs and IVRs as station
ports on the DEFINITY.

Glossary and Abbreviations

Provides a glossary and list of
abbreviations for this and other related
DEFINITY ECS documents

Index

Provides an index for the document.

Audience
This document is intended for the DEFINITY system administrators and managers,
end-users interested in information about specific features, and Avaya support personnel
responsible for planning, designing, configuring, selling, and supporting the system.

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Reason for reissue

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Reason for reissue
This document and the DEFINITY ECS Vectoring/EAS Guide, 555-230-521, are updated
to include the DEFINITY Release 9.5 (R9.5) and other information, including:

Improvements to Network Call Redirection (NCR),

New system capacities for DEFINITY R9.5

The addition of path replacement for QSIG/DCS ISDN calls

The addition of voice announcements over the LAN capability using the
TN2501AP circuit pack

Corrections to the available treatments in the wait-time command

Addition of information regarding Look Ahead Routing and how it interacts with
BSR and LAI

Addition of information regarding the use of the asterisk (*) telephone key instead
of the pound (#) telephone key to define that a customer has completed entering
digits for a collect step.

Improved definition of CMS and measured trunks versus unmeasured facilities

How to use this document
This document is designed to be used as a reference document. If you are interested in
information about a particular feature, use the index or table of contents to locate the page
number where the feature is described. Forms also can be located this way. They are listed
alphabetically in each chapter in the table of contents. The title that appears on the form is
the form name.

Conventions used in this document
This document uses the following conventions:
NOTE:
Draws attention to information that you must heed.

! CAUTION:
Denotes possible harm to software, possible loss of data, or possible service
interruptions.

WARNING:
Denotes possible harm to hardware or equipment.

! SECURITY ALERT:
Indicates when system administration may leave your system open to toll fraud.

DEFINITY Enterprise Communication Server Release 9.5
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Preface — About this document
Trademarks

Trademarks
The following trademarked names may be used in this document.

AUDIX® is a registered trademark of Avaya and Lucent Technologies.

BCMS Vu® is a registered trademark of Avaya and Lucent Technologies.

Callmaster® is a registered trademark of Avaya and Lucent Technologies.

CentreVu® is a registered trademark of Avaya and Lucent Technologies.

Conversant® is a registered trademark of Avaya and Lucent Technologies.

DEFINITY® is a registered trademark of Avaya and Lucent Technologies.

GuestWorks® is a registered trademark of Avaya and Lucent Technologies

UNIX® is a registered trademark of Novell, Inc. in the United States and other
countries, licensed exclusively through X/Open Corporation.

Related documents
The following documents may include information related to the ACD feature.

Administration documents
The primary audience for these documents consists of switch administrators who work for
external customers and for Avaya’s dealers. The satisfaction and needs of our external
customers is the primary focus for the documentation.
DEFINITY ECS Administrator’s Guide, 555-233-506
Provides complete step-by-step procedures for administering the switch, plus feature
descriptions and reference information for SAT screens and commands.
DEFINITY System’s Little Instruction Book for basic administration,
555-233-756
Provides step-by-step procedures for performing basic switch administration tasks.
Includes managing phones, managing features, and routing outgoing calls.
DEFINITY System’s Little Instruction Book for advanced administration,
555-233-757
Provides step-by-step procedures for adding trunks, adding hunt groups, writing vectors
and recording announcements.

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Related documents

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DEFINITY System’s Little Instruction Book for basic diagnostics,
555-233-758
Provides step-by-step procedures for baselining your system, solving common problems,
reading alarms and errors, using features to troubleshoot your system, and contacting
Avaya.
DEFINITY ECS Overview, 555-233-767
Provides a brief description of the features available with DEFINITY ECS. This book
does not provide a general overview of the switch nor of basic telephony.
DEFINITY ECS Reports, 555-233-505
Provides detailed descriptions of the measurement, status, security, and recent change
history reports available in the system and is intended for administrators who validate
traffic reports and evaluate system performance. Includes corrective actions for potential
problems.
DEFINITY ECS System Description, 555-233-200
Provides hardware descriptions, system parameters, lists of hardware required to use
features, system configurations, and environmental requirements.
DEFINITY ECS Change Description
Provides a detailed overview and information on basic administration for the new
functionality in this release.

Installation, upgrades, and maintenance
documents
Avaya technicians, design center employees, and customer self-maintainers are the
primary audiences for these documents.
DEFINITY ECS Administration for Network Connectivity, 555-233-504
Describes the main types of switch-to-switch connections that use Overlan hardware and
software, and the procedures required to administer these connections.
DEFINITY ECS ATM Installation, Upgrades, and Administration, 555-233-124
Step-by-step instructions for how to install, upgrade, and administer ATM switches.
DEFINITY ECS Installation and Maintenance for Survivable Remote EPN,
555-233-121
Describes how to install, cable, test, and perform maintenance on a Survivable Remote
Expansion Port Network (SREPN). Provides power, ground, and fiber connections.

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Related documents

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DEFINITY ECS Installation and Test for Multi-Carrier Cabinets, 555-233-114
Provides procedures and information for hardware installation and initial testing of
multi-carrier cabinets.
DEFINITY ECS Installation and Test for Single-Carrier Cabinets, 555-233-120
Provides procedures and information for hardware installation and initial testing of
single-carrier cabinets.
DEFINITY ECS Installation for Adjuncts and Peripherals, 555-233-116
Provides procedures and information for hardware installation and initial testing of ECS
adjunct and peripheral systems and equipment.
DEFINITY ECS Installation, Upgrades and Additions for Compact Modular
Cabinets, 555-233-118
Provides procedures and information for hardware installation and initial testing of
compact modular cabinets.
DEFINITY ECS Maintenance for R9r, 555-233-117
Provides detailed descriptions of the procedures for monitoring, testing, troubleshooting,
and maintaining the R9r ECS. Included are maintenance commands, step-by-step
trouble-clearing procedures, the procedures for using all tests, and explanations of the
system’s error codes.
DEFINITY ECS Maintenance for R9si, 555-233-123
Provides detailed descriptions of the procedures for monitoring, testing, troubleshooting,
and maintaining the R9si ECS. Included are maintenance commands, step-by-step
trouble-clearing procedures, the procedures for using tests, and explanations of the
system’s error codes.
DEFINITY ECS Maintenance for R9csi, 555-233-119
Provides detailed descriptions of the procedures for monitoring, testing, troubleshooting,
and maintaining the R9csi ECS. Included are maintenance commands, step-by-step
trouble-clearing procedures, the procedures for using all tests, and explanations of the
system’s error codes.
DEFINITY ECS Upgrades and Additions for R9r, 555-233-115
Provides procedures for an installation technician to convert an earlier release of the
switch to DEFINITY ECS Release 9. Includes upgrade considerations, lists of required
hardware, and step-by-step upgrade procedures. Also includes procedures to add control
carriers, switch node carriers, port carriers, circuit packs, auxiliary cabinets, and other
equipment.

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Related documents

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DEFINITY ECS Upgrades and Additions for R9si, 555-233-122
Provides procedures for an installation technician to upgrade an existing switch to
DEFINITY ECS Release 9 Included are upgrade considerations, lists of required
hardware, and step-by-step upgrade procedures. Also included are procedures to add
control carriers, switch node carriers, port carriers, circuit packs, auxiliary cabinets, and
other equipment. Task-oriented Technician Documentation New electronic information
for customer service engineers who perform G3r upgrades.

Call center documents
These documents are issued for DEFINITY Call Center applications. The intended
audience is DEFINITY administrators.
DEFINITY ECS Vectoring/EAS Guide, 555-230-521
Provides information on how to write, use, and troubleshoot vectors, which are command
sequences that process telephone calls in an Automatic Call Distribution (ACD)
environment.
DEFINITY ECS Guide to ACD Call Centers, 555-233-503
Provides feature descriptions and some implementation guidance for call center features.
CentreVu Call Management System Switch Connections and
Administration, 585-215-876
Contains switch-to-CMS hardware connection diagrams and procedures to administer the
switch-to-CMS link on the switch. It does not contain the administration of the CMS,
DEFINITY ECS Basic Call Management System (BCMS) Operations,
555-230-706
Provides information on the use of the BCMS feature for ACD reporting.
DEFINITY BCS and GuestWorks Call Vectoring Guide, 555-231-744
Provides information on how to write, use, and troubleshoot vectors on the smaller
DEFINITY systems.

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How to get help

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End users
The primary audience for these documents consists of people who use the phones and
attendant consoles.
DEFINITY ECS Console Operations, 555-230-700
Provides operating instructions for the attendant console. Included are descriptions of the
console control keys and functions, call-handling procedures, basic system
troubleshooting information, and routine maintenance procedures.
DEFINITY ECS Console Operations Quick Reference, 555-230-890
Provides operating instructions for the attendant console. Included are descriptions of the
console control keys and functions, call handling, basic system-troubleshooting
information, and routine maintenance procedures.

How to get help
For those times when you need additional help, the following help services are available.
You may need to purchase an extended service agreement to use some of these help
services. See your Avaya representative for more information.

Avaya Centers of Excellence
— Asia/Pacific
65-872-8686
— Western Europe/Middle East/South Africa
441-252-391-889
— Central/Eastern Europe
361-270-5160
— Central/Latin America/Caribbean
1-303-538-4666
— North America
1-800-248-1111

DEFINITY Helpline
1-800-225-7585

Avaya Toll Fraud Intervention
1-800-643-2353

Avaya National Customer Care Center Support Line
1-800-242-2121

Avaya Corporate Security
1-800-822-9009

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Preface — About this document
How to make comments about this document

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How to make comments about this
document
We provide a comment sheet at the front of this document. While we have tried to make
this document fit your needs, we are interested in your suggestions for improving it and
urge you to complete and return a comment sheet. If the comment sheet has been removed
from this document, please send your comments to:
Avaya
Global Learning Solutions
Room 22-2H15
11900 North Pecos Street
Denver, CO 80234-2703 USA

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
Preface — About this document
How to make comments about this document

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DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
Automatic Call Distribution (ACD) basics
Introduction

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Automatic Call Distribution (ACD)
basics

Introduction
This chapter gives an overview of the Automatic Call Distribution (ACD) feature. It
describes basic ACD capabilities for the following Avaya switches:
DEFINITY Enterprise Communications Server and DEFINITY ProLogix (known
as Category A)
DEFINITY BCS and GuestWorks (known as Category B).
NOTE:
The DEFINITY BCS and GuestWorks systems use the ACD feature, but do
not support EAS, CAS, or the CMS.
This chapter addresses ACD terminology, switches and switch features, how the ACD
processes calls, split queues, distributing and handling calls, and the ACD and call
management systems.
ACD terminology defines common terms that are used throughout this book.
The Switches and Switch Features section defines switches and ACDs and
explains how the following features work: trunks, trunk groups, and extensions;
automatic-in processing; switch attendant; and Direct Inward Dialing (DID)
processing.
The What the ACD does section discusses how the ACD uses Automatic-in and
Direct Inward Dialing (DID) to process calls.
Split Queues defines a split queue and explains how to set up call processing to a
split, including announcements for calls in a split queue; answer supervision and
abandoned calls, intraflow and interflow, and night service for the ECS and
Generic 3.

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Distributing and Handling Calls describes how calls are distributed to agents and
how agents handle the calls. It also defines the split supervisor telephone buttons.
ACD and call management systems — CMS and BCMS describes how CentreVu
CMS collects measured data on splits/skills, extensions, trunks, trunk groups,
VDNs, and vectors. This section also includes switch features that affect CMS
data, such as Hold, Conference, Transfer, Multiple Call Handling, and so forth.

Category A versus Category B
The ACD feature is available with switches that are sized differently and allow for
different features to be implemented. These differences fall into two categories:
Category A — includes all varieties of the DEFINITY ECS and DEFINITY
ProLogix. Category A allows for all ACD-related features to be implemented,
according to what the customer purchases. Category A supports the CMS and CAS
adjuncts.
Category B — includes the DEFINITY BCS and GuestWorks switch. Category
B allows for all basic ACD-related features to be implemented except for EAS and
CentreVu Advocate and CentreVu Supervisor. Category B does not support the
CMS and CAS adjuncts.

ACD terminology
The following terms will provide general familiarity with the ACD environment.

Agent

An agent is a person assigned to one or more splits/skills and handles
calls to/from an extension in those splits/skills.

Agent In Multiple
Splits/Skills

Depending on the ACD software, an agent can be a member of multiple
splits/skills.

Agent State

Agent state is a term or code that represents the current availability status
of an agent. The term agent state also represents a user ability to change
an agent’s availability within the system.

Announcements

An announcement is a pre-recorded message delivered to a caller in
queue requesting the caller to remain on-line, prompting the caller for
information or directing the caller to another destination. When a call is
in queue, depending on the length of time in queue, an automatic
recording can encourage the caller to hang on, call back later, call another
number, leave a message or can be used with call prompting to direct the
caller to specific destinations. These announcements can be scheduled to
occur periodically.

CAS

Centralized Attendant Service.
CAS is a system feature used when more than one switch is employed.
CAS is an attendant or group of attendants that handles the calls for all
switches in that particular network.
Available only with Category A.

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CMS

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Call Management System.
CMS is an adjunct (basic software package or optional enhanced
software package) that collects call data from a switch resident ACD.
CMS provides call management performance recording and reporting. It
can also be used to perform some ACD administration. CMS allows
users to determine how well their customers are being served and how
efficient their call management operation is.
Available only with Category A.

Call Center

A call center provides a centralized location where a group of agents or
company representatives communicate with customers via incoming or
outgoing calls.

Call Distribution
Methods

The ACD can distribute calls to agents in a split/skill in the following
ways:
— Direct (linear) Hunting
— EAD-LOA (Expert Agent Distribution-Least Occupied Agent)
— EAD-MIA (Expert Agent Distribution-Most Idle Agent)
— UCD-LOA (Uniform Call Distribution-Least Occupied Agent)
— UCD-MIA (Uniform Call Distribution-Most Idle Agent)
— PAD (Percent Allocation Distribution) (Available with CentreVu
Advocate only.)

Call Prompting

Call Prompting is a call management method that uses specialized call
vector commands to provide flexible handling of incoming calls based on
information collected from the caller. One example would be where the
caller receives an announcement and is then prompted to select (via
dialed number selection) a department or an option that was listed in the
announcement.

Call Vectoring

Call Vectoring is an optional software package that allows processing of
incoming calls according to a programmed set of commands. Call
Vectoring provides a flexible service allowing direct calls to specific
and/or unique call treatments.

CentreVu Advocate

CentreVu Advocate is a collection of ECS features that provide new
flexibility in the way a call is selected for an agent in a call surplus
situation and in the way that an agent is selected for a call in an agent
surplus situation. Advocate also includes methods for automating
staffing adjustments.
Available only with Category A.

DID

Direct Inward Dialing.
DID is a process involving calls coming into the switch from the CO. The
switch than routes the calls directly to the appropriate extension (as
identified by the last four digits).

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Automatic Call Distribution (ACD) basics
ACD terminology
DNIS

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Dialed Number Identification Service.
DNIS is a feature of the 800 number service that sends the dialed digits to
the called destination. This can be used with a display telephone to
indicate the type of call to an agent. For example, the call by its
destination can be classified as a certain type of call or caller (e.g., a Gold
Card caller) depending on a product or service the destination number is
associated with.

EAS

Expert Agent Selection.
An optional feature available with G2.2 and newer switches that uses
Call Vectoring and ACD in the switch to route incoming calls to the
correct agent on the first try based on skills.
Available only with Category A.

Extensions

Telephones connected to a PBX/switch via telephone lines are referred as
extensions. Extensions is also the term used to define the 3, 4, or 5 digit
numbers used to identify the telephone to the PBX/switch software for
call routing purposes.

Hunt Groups

A group of trunks/agents selected to work together to provide specific
routing of special purpose calls.

Interflow

Interflow is used when a split’s/skill’s queue is heavily loaded or when a
call arrives after normal work hours.
Interflow redirects a call to a destination outside the local switch network
(a different switch system).

Intraflow

Intraflow is used when a split’s/skill’s queue is heavily loaded or when a
call arrives after normal work hours. Intraflow involves redirecting a call
to a destination within the local switch network (the same switch
system).

LAI

Look Ahead Interflow.
LAI allows users to balance the call work load between multiple call
centers on separate switching systems. LAI uses ISDN to allow multiple
switches to communicate and interflow when appropriate.
Available only with Category A.

Leave Word Calling

Leave Word Calling is a system feature that allows messages to be stored
for any ACD split/skill and allows for retrieval by a covering user of that
split/skill or a system wide message retriever.

MCT

Malicious Call Trace.
MCT allows an agent to notify a predefined party a malicious caller is on
the line. It also involves enabling a recording device to record the call.

Night Service

Night Service is used when a call arrives after normal work hours. The
call can be redirected to another destination such as another split/skill, an
extension, the attendant, an announcement with forced disconnect, or a
message center. Night Service can take one of three forms:
— Hunt Group (Split/Skill) Night Service
— Trunk Group Night Service
— System Night Service

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Priority Queue

The priority queue is a segment of a split’s/skill’s queue from which calls
are taken first.

QDN

Queue Directory Number.
QDN is an associated extension number of a split. It is not normally
dialed to reach a split. The split can be accessed by dialing the QDN. The
QDN is also referred to as a split group extension.

Queues (split/skill
and/or attendant)

If calls cannot be answered immediately, they are routed to a call
collection point (split/skill queue or attendant queue) where calls are held
until a split/skill agent or attendant can answer them. Calls are ordered as
they arrive and they are served in that order. Depending on the time delay
in answering the call, announcements, music, or prepared messages may
be employed until the call is answered.

Service Observing

Service observing is a feature used to train new agents and observe
in-progress calls. The observer (split/skill supervisor) can toggle between
a listen-only mode or a listen/talk mode during calls in progress.

Skill

An ability given to an agent to meet a specific customer requirement or a
call center business requirement.
Available only with Category A and EAS active.

Split

A group of extensions/agents that can receive standard calls and/or
special purpose calls from one or more trunk groups.

Split/Skill
Administration

Split/Skill administration is the ability to assign, monitor, or move agents
to specific splits/skills. It also involves changing reporting parameters
within the system.

Split/Skill Supervisor

A split/skill supervisor is assigned to monitor/manage each split/skill and
split/skill queue to accomplish specific split/skill objectives. A
supervisor can assist agents on ACD calls, be involved in agent training,
and control call intra/interflow.

Threshold

A threshold is a point in time or criteria that determines a certain action
by the system. For example, the number of calls in queue or the time calls
spend in queue determines specific call treatments, or you can set the
number of rings prior to announcements or call answers.

Trunk/Trunk Group

Trunks are communication channels between two switching systems or
offices. Trunks grouped together to provide identical communications
characteristics are called trunk groups. Trunks within trunk groups can be
used interchangeably between two communications systems or central
offices in order to provide multi-access capability.

Trunk state

A term or code that represents the current status of a particular trunk.

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Switches and switch features
This section defines switches and ACDs and explains how they work. The section
contains the following topics:
Trunks, trunk groups, and extensions
Automatic-in processing definition
The attendant
Switch with attendant and extensions
Direct Inward Dialing processing with an example
Automatic-in processing of ACD calls
DID processing of ACD calls
Call processing on an ACD switch.

What a switch does
A switch is an electronic device that processes incoming, outgoing, and internal calls and
connects them to the proper destinations. The telephone company switch in your local area
is called a Central Office (CO). A switch owned by a company or organization processes
incoming, outgoing, and internal calls. Throughout this chapter, the term switch is used to
refer to a company or organization’s switch.

Trunks, trunk groups, and extensions
Incoming calls to a company first pass through the CO. The CO sends calls to the
company switch over trunks (telephone lines that carry calls between two switches,
between a CO and a switch, or between a CO and a phone).
The CO receives dialed digits from the caller, processes the digits, and seizes a trunk that
is assigned those digits. After the CO seizes a trunk, it sends a continuing transmission to
the destination phone or switch, and no other calls can be sent over that trunk until the
current call disconnects.
Since a trunk can carry only one call at a time, trunk groups are usually created. A trunk
group is a group of trunks that are assigned to the same digits. With a trunk group, the CO
receives the digits of a dialed phone number and checks the trunk group assigned to that
number to see if any of the trunks are available. The CO then seizes an available trunk. As
many simultaneous calls can be made over a trunk group as there are trunks in that trunk
group. A trunk group, therefore, can carry multiple calls for the same phone number.
When a trunk group carries incoming calls (that is, calls made outside the company’s
switch location) to the switch, the switch then connects the calls to their proper
destinations within the company.

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The switches previously listed, in addition to connecting incoming calls to the proper
destinations, are also like private COs for company employees. That is, employee phones
are connected to a switch by telephone lines called extensions. Extensions are then
assigned 3- 4- or 5-digit numbers within the switch software, and these numbers become
the employee phone numbers for internal (intra-company) calls.

Automatic-in processing
Automatic-in processing is one type of call processing. With automatic-in processing, the
CO processes all of the digits of an incoming call. The CO then seizes a trunk from the
trunk group, but since processing is complete, the call connects directly to a destination
identified in the switch software. That destination can be a phone, a queue (in which
callers wait to be answered in the order in which their call was received), or special
treatment like an announcement.

Switch attendant
Incoming calls can also go to a switch attendant. A switch attendant is a person who
manually routes calls to their proper destinations using an attendant console (which is like
a call switchboard). Normally an attendant serves as an internal operator who transfers
calls to the proper extensions. Often, a switch will have more than one attendant, and all of
the switch’s attendants will answer calls directed to the attendant queue, which holds calls
until an attendant is available. The attendant queue receives internal calls made from
employee extensions, and also receives incoming calls through DID processing and
automatic-in processing. Attendant call handling varies, depending on the company’s
needs. However, if the attendant has an automatic-in number, it will normally be the
number published in the phone book, and the DID number will most likely be used by
off-site employees who know only the attendant’s extension number.
Centralized Attendant Service (CAS) is a switch feature that enables attendants to be
consolidated at one private-network location. The attended location is called the CAS
main and each unattended location is called a CAS branch. At branch locations, calls
requiring attendant services route by way of Release Link Trunks to the main location.

Direct inward dialing processing
With Direct Inward Dialing (DID) processing, incoming trunks do not connect the CO
directly to an employee’s phone; instead, the incoming trunks are pooled by the switch,
and this pool of trunks is then shared by employee phones. Extension numbers may serve
as the final digits of employee phone numbers for incoming calls. That is the CO may
assign a 2- 3- or 4- digit prefix to a trunk group. Then, when a 7-digit employee phone
number is dialed, the call is processed as follows:
1. The CO processes the prefix of the dialed number, and then seizes a trunk in the
trunk group that is assigned that prefix.
2. The CO passes the remaining digits of the dialed number to the switch.
3. The switch recognizes the remaining digits as an employee extension number and
sends the call to that extension.

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DID processing example
As an example of DID processing, say that Employee A has the external phone number
538-1000 and the extension number 1000. Employee B has the phone number 538-9999
and the extension number 9999. The steps in completing calls to Employees A and B
might be as follows:
1. Employee A’s client dials 538-1000.
2. The CO serving Employee A’s company identifies the digits 538 (the common
prefix for all phone numbers to that company) and seizes Trunk 1 in the trunk
group assigned the digits 538.
3. The CO passes the digits 1000 to the switch at Employee A’s company.
4. The switch identifies the digits 1000 as Employee A’s extension number and sends
the call to Employee A’s extension.
5. Employee A’s phone rings and Employee A answers.
6. Meanwhile, Employee B’s client dials 538-9999.
7. The CO identifies the digits 538 and seizes Trunk 2 in the trunk group assigned the
digits 538.
8. The CO passes the digits 9999 to the switch.
9. The switch identifies the digits 9999 as Employee B’s extension number and sends
the call to Employee B’s extension.
10. Employee B’s phone rings and Employee B answers.
While Employees A and B continue to talk, Trunks 1 and 2 in the 538 trunk group will not
accept any more calls, so another call beginning with the digits 538 will seize yet another
trunk in the trunk group.

What the ACD does
Automatic Call Distribution (ACD) is a switch software feature that processes
high-volume incoming, outgoing, and internal calls and distributes them to groups of
extensions called hunt groups or splits. The switch also sends information about the
operation of the ACD to the CentreVu CMS which stores and formats the data and
produces real-time and historical reports on ACD activity. For more detailed information
about ACD, read the feature description in the product documentation that came with your
switch.
ACD is used by a call center to route incoming calls to specifically assigned splits/skills
and agents. ACD allows a system administrator to create an efficient call management
environment. This administrator can add or remove splits/skills from the system, add or
remove announcements, add or remove agents, add trunk groups and route calls to the
appropriate splits/skills. The administrator can also specify ACD measurement criteria
and use an optional CMS package to provide reports on ACD efficiency.

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Things to know before you start
A voice response port or a person who answers ACD calls is called an agent. Companies
that operate high-volume call-answering centers, for example, a catalogue sales center, a
reservations center, or a customer service center, use the ACD feature to process incoming
calls and distribute them to agents. In addition to agents, each ACD split can be assigned a
split supervisor. The split supervisor uses various switch and CentreVu CMS features to
monitor split and agent performance and to provide assistance if necessary. Maintaining
trunks from the CO to the switch and hiring agents to answer calls costs money. However,
if customers who call to purchase goods or services have difficulty reaching an agent and,
therefore, stop trying to get through, the call center loses revenue. Call center management
needs, therefore, to determine how many trunks and agents are necessary to minimize
costs and maximize the ability of customers to purchase goods or services. Management
can then set up and maintain the ACD accordingly.

Automatic-in processing of ACD calls
Through switch administration, each automatic-in trunk group is assigned to an ACD
split. All calls that come in on an automatic-in trunk group are directed to the assigned
split. Then the ACD software distributes the calls to the agent extensions assigned to the
split according to the assigned call distribution method (described later).

DID processing of ACD calls
The switch enables you to dial directly to various extensions such as a VDN, a hunt group,
an agent, or a login ID. Each extension can be assigned to a split as a DID extension.
For DID processing, trunk groups are not assigned to the split. The creation of associated
extensions is sufficient to send calls arriving over DID trunk groups to the appropriate
split. Each split can receive incoming calls through DID processing, automatic- in
processing, or both. Automatic-in trunk groups carry calls only to the split, whereas DID
trunk groups carry calls to any extension identified in the switch software, not just a split.

Split queues
This section defines a split queue and explains how to up call processing to a split. The
section contains the following topics:
Split queue call processing
Announcements for calls in a split queue
Answer supervision and abandoned calls
Intraflow and interflow
Night service for the switch.

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Split queue call processing
A split queue is a holding area for calls waiting to be answered, usually in the order in
which they were received. When a call is put into queue, the caller may hear one or more
delay announcements, music, and/or silence, depending on the treatment assigned for the
split. (Treatment of calls in queue is assigned through switch administration.)

Things to know before you start
Calls enter the queue at the bottom and move toward the top or head of the queue. After a
call reaches the head of the queue, it connects to the next available agent.
For switches with the Call Vectoring feature, all call treatment including routing, queuing,
announcements, and music is specified by call vectors. When a call arrives at a split, the
ACD software checks to see if an agent is available to handle the call. If an agent is not
available (that is, all agents are busy), the call enters the split’s queue.
Calls queue only if no agents are available, a queue is assigned to the split, and the queue
is not full. If the queue is full, the caller hears a busy tone or the call goes to coverage. If
the split is vector controlled, then this step will fail. Furthermore, if no agents are logged
into the split or if all agents are in AUX work mode (described later), calls do not queue.

Priority and normal split queues
Each split can have two queues: a normal queue and a priority queue. A split always has a
normal queue and can also be assigned a priority queue. The ACD distributes all calls in
the priority queue before it distributes any calls in the normal queue. Therefore, the
priority queue, if one exists, must be empty before the ACD distributes calls in the normal
queue.
Priority queuing may be assigned in the Class of Restriction (COR) associated with the
split extension number. A split may also be assigned Priority Queuing on Intraflow, which
means that calls to that split, if rerouted to another local split, will enter the destination
split’s priority queue.

Split queue size
Queue size is established through switch administration. Calls arriving after the
administered queue limit is reached receive a busy signal or go to the split’s busy coverage
if administered. (If the split is vector controlled, then this step will fail.) Or, calls can be
redirected to a local or remote destination. See the Intraflow and Interflow for more
information.

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Announcements for calls in a split queue
When a call enters a split queue, the caller hears ringing until the call is connected to an
agent or an announcement. Depending on the treatment assigned to a split, the caller may
hear one or two announcements, music, or silence. An announcement is a recorded
message that provides information such as the destination the call has reached or a
company’s business hours, or it tries to persuade the caller to stay on the line.

Things to know before you start
Announcements and delay time are assigned to splits through switch administration.
Delay time is the amount of time a call will wait in queue before receiving an
announcement. If a call connects to an agent before the delay time expires, the caller does
not hear the announcement. If a call connects to an agent while an announcement is
playing, the announcement stops. After the first announcement plays, the caller hears
music or silence until the second announcement plays or the call connects to an agent. The
type of caller feedback (music or silence) is also assigned to a split through switch
administration.
For switches with the Call Vectoring feature, announcement capabilities are more flexible
than those described in this section. See ‘‘Call Vectoring’’.

Related features
The switch supports both internal and external announcement devices.
The announcement delay time can be from 0 to 99 seconds. A 0-second delay time causes
a forced announcement, which means callers always hear the entire first announcement,
whether an agent is available or not. A second announcement can be administered to recur
each time the announcement delay time expires.

Rules for announcements
The announcement is played from beginning to end unless an agent becomes available. In
such a case, the announcement is interrupted and (if manual answering operation is
assigned to the agent, or if calls are delivered to the agent on a manual answering basis)
ringback is provided. If the call is queued, the call remains as such while the
announcement is played. Any feedback that is provided before an announcement (for
example, a wait with music or ringback) continues until the announcement is played.

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Without vectoring — If an announcement queue is full, the system continues to try to
connect the call to the proper announcement until the call connects to an agent, connects to
an announcement, or enters the announcement queue. The following rules apply to
announcements without vectoring implemented:
Calls directly entering a split queue always receive a forced first announcement if
assigned. The caller also hears first and second delay announcements if
administered and delay intervals are met.
Calls that reach a split by way of Call Coverage from another split (Intraflow) or a
station do not receive a forced or delay first announcement at the destination split.
The caller hears a second delay announcement if administered and the delay
interval is met.
Calls that reach a split by way of Call Forwarding from another split (Interflow) or
station do receive delay first and second announcements if administered and the
delay intervals are met.
With vectoring — If the announcement’s queue is full, the call retries the announcement
step for an indefinite period of time before any new vector steps are processed. If an
announcement command follows a failed adjunct routing command, the announcement is
interrupted. If the adjunct routing command succeeds (that is, the switch receives a
destination from the ASAI adjunct), the announcement terminates immediately. The
announcement command step is skipped, and vector processing continues at the next
vector step, whenever any of the following conditions exist:
Requested announcement is busied out, not available, or not administered.
Integrated board is not installed.
External aux trunk or analog equipment is not attached.

Announcement queuing
External and internal announcement units are available. The number of calls that can be
queued to an announcement depends on the size of the switch you have. The capacity
tables in the System Description have details for each switch model. Queuing for internal
announcements is quite different. Internal announcements are delivered by a 16-channel
announcement board, and a call receives an announcement only when it connects to one of
the 16 announcement channels. Therefore, all calls wait in a single queue to access a
channel on the announcement board regardless of the split announcement they are waiting
to receive. The same announcement can be delivered over multiple channels.
Announcements are delivered on demand, so a call that connects to a channel receives an
announcement immediately and does not have to wait for the announcement to finish and
start again.

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Answer supervision and abandoned calls
Answer supervision is a signal sent by the switch to the serving Central Office (CO). This
signal tells the CO that an incoming call has been answered and that the CO should begin
tracking toll charges for the call (if they apply). Answer supervision is sent immediately
before a call connects to an agent’s telephone, to music, or to an announcement.

Abandoned calls
An abandoned call is a call that reaches a call center, but does not connect to an agent
because the caller hangs up. A call can abandon while in queue or while ringing at an
agent position. Abandoned calls represent lost sales or lost good will. Adequate split
staffing and effective use of announcements can reduce the number of abandoned calls.
Splits should be staffed so that calls do not have to wait in queue for an unreasonable
amount of time, and announcements can be used to persuade the caller to wait until
someone answers the call.

Abandoned call search
If answer supervision is sent before a caller abandons, ghost calls can occur. A ghost call
is a call that is sent to an agent after the caller hangs up. Ghost calls occur because, after a
caller hangs up, some COs wait 2 to 25 seconds before sending a disconnect signal to the
switch. Ghost calls are a problem because they waste agents’ time, and they can delay or
prevent other calls from connecting to an agent. To minimize this problem, Abandoned
Call Search can be assigned to specific trunk groups for the switch.
With Abandoned Call Search, the switch checks the incoming trunk before delivering an
ACD call to an agent. If the trunk is on-hook at the CO (the call has been abandoned), the
switch releases the trunk and does not deliver the call. If a call is still in progress on the
trunk, the switch delivers the call to an agent.

Intraflow and interflow
Intraflow and interflow allows you to redirect ACD calls to another split or other local or
remote destinations. Redirecting calls to a local destination is called intraflow. Redirecting
calls to a destination outside the switch is called interflow.

Things to know before you start
Intraflow and interflow are set up differently on the Generic 3 and newer switches. If Call
Vectoring is active on the switch, redirection of calls differs significantly from the
following intraflow/interflow descriptions.

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Description
As many as three intraflow destinations OR one interflow destination can be established
for a split through switch administration. Intraflow uses the Call Coverage feature to
redirect ACD calls to a coverage path that contains one, two, or three of the following
internal destinations:
An extension
An ACD split (including AUDIX® and Message Center splits) or Hunt Group.
The term “Hunt Group” refers to groups of extensions that receive distributed
calls. The term “split” refers to a hunt group that is measured by CentreVu CMS.
An attendant group
An announcement followed by a forced disconnect.
Call Forwarding and ACD splits can be set up to intraflow calls unconditionally.
Interflow destinations are the same as those listed above for intraflow (plus the CAS
attendant), except interflow sends calls to destinations outside the switch.

Setting up splits
If a split is assigned more than one intraflow destination, the switch tries each destination
in the order in which it was assigned. If no destination can accept the call, the switch
leaves the call in the original split’s queue. If an interflow destination is specified and
activated, the switch tries only that destination. If the interflow destination cannot accept
the call, the caller hears a busy signal. ACD splits can be set up to intraflow calls
unconditionally. Unconditional intraflow redirects all calls to the specified destination.
Unconditional intraflow is normally used to redirect calls when a split is not staffed.
Splits can also be set up to intraflow calls when one or all of the following criteria are met:
Don’t Answer
Calls redirect if not answered within the assigned Don’t Answer Interval (1 to 99
ringing cycles).
Busy
Calls redirect when the split’s queue is full; that is, when the number of calls in
queue equals the administered queue length.
No Agents Staffed or All Agents in AUX Mode
Call redirect if there are no agents staffed or if all agents are in the AUX work
mode.

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Assigning queue status
If an intraflow destination has a queue, that queue may be assigned an inflow threshold.
The inflow threshold, which is established through switch administration, is the length of
time the oldest call in queue has waited. Once the inflow threshold is reached, that queue
does not accept intraflowed calls and the switch tries the next administered destination.
Through switch administration, a split can be assigned Priority Queuing on Intraflow
which allows intraflowed calls to enter the priority queue at the destination split.

Types of calls for a split
The following types of intraflow/interflow can be used for a split:
Don’t Answer Time Interval intraflow (using the Call Coverage feature)
Busy intraflow (using the Call Coverage feature)
Unconditional intraflow (using the Call Forwarding-All feature).
When calls are intraflowed using the Call Coverage feature, CentreVu CMS only reports
inflowed and outflowed calls if the call queues to the original split. For example, a call
that covers using the busy criterion will not be recorded as in/outflowed since it could not
queue to the original split. Calls that queue before covering using the Don’t Answer
criteria are recorded as in/outflowed calls.

Setting up intraflow/interflow
A split can have either intraflow or interflow active, but not both. However, both
conditional (Call Coverage) and unconditional (Call Forwarding) intraflow can be active
for a split at the same time. In this case, unconditional intraflow is first invoked for the
split’s incoming calls. Then, after the switch forwards a call to the unconditional
destination, the switch uses the conditional intraflow criteria to determine whether to
redirect the call to the next destination. Thus, when unconditional and conditional
intraflow are used together, the conditional intraflow criteria are applied to the
forwarded-to destination, not to the original split.
This combination of unconditional and conditional intraflow allows Dialed Number
Identification Service (DNIS) numbers to appear on agent display telephones. In this case,
the DNIS number is actually a dummy split extension (that is, the split extension has no
assigned agent extensions). The intraflow destinations are the real splits (with staffed
agents). With such a configuration, CentreVu CMS will count incoming calls for the DNIS
number (that redirected via unconditional intraflow to real splits) as outflows. CentreVu
CMS will also count the calls to the destination splits as ACD calls and inflowed calls.
And regardless of the split where calls actually connect to agents, the agents will see the
DNIS (dummy split) number on their display terminals.

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The intraflow criteria and destinations are assigned through switch administration.
Console permissions and the Call Forwarding dial access code are also assigned through
switch administration. Unconditional intraflow or interflow can be activated by entering
the Call Forwarding dial access code from a station with console permission, the split’s
extension, and the interflow or intraflow destination number.
The split supervisor cannot establish conditional intraflow from a telephone. Furthermore,
CentreVu CMS cannot be used to set up or activate intraflow/interflow.

Night Service
The DEFINITY offers an alternative form of call routing called Night Service. Night
Service redirects all calls to one of the following internal destinations:
An ACD split
An extension
An attendant group
An announcement with forced disconnect.
Night service is available for a hunt group, a trunk group, or a system. These types of night
service are explained below.

Hunt Group Night Service
Hunt Group Night Service redirects all calls arriving at a split to an internal destination.
The Night Service destination for the split and the telephone button used to activate the
feature are assigned through switch administration.

Trunk Group Night Service
Trunk Group Night Service redirects all calls arriving over a split’s assigned trunk groups
to an internal destination. The Night Service destination for the trunk group and the
telephone button used to activate the feature are assigned through switch administration.
Trunk Group Night Service by itself does not guarantee that all calls to a split will be
redirected. Calls from local extensions and DID calls will still connect to the split.
Trunk Group Night Service and Hunt Group Night Service can both be active at the same
time. If the Trunk Group Night Service is active, its destination will be used for calls that
come in over the trunk group even if they go to a split that has a Hunt Group Night Service
destination assigned.

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System Night Service
System Night Service redirects all calls arriving over all trunk groups to the Night Service
destination. System Night Service overrides any Hunt Group Night Service set up for an
individual split. If Trunk Group Night Service is active for a particular trunk group,
System
Night Service does not affect that trunk group. When any type of Night Service becomes
effective, calls already in a split’s queue are not redirected. To avoid dissatisfied callers,
agents should continue to staff the split until the queue is empty.

Distributing and handling calls
This section describes how calls are distributed to agents and how agents handle the calls.
The section contains the following topics:
Call distribution methods without EAS
Call distribution methods with EAS
How agents handle calls
Split supervisor telephone buttons.
ACD calls are delivered to agents according to the type of call distribution (also known as
hunting) that is assigned to the split/skill. This section explains the different types of call
distribution.
When the ACD and Queue field on the Hunt Group form (see the DEFINITY ECS
Administrator’s Guide, 555-233-506, for information on completing this form) are set to y,
queues for agents and queues for calls are established in the switch. These queues are used
to handle incoming calls based on the type of call distribution that is implemented. The
types of call distribution available for use depend on whether or not EAS is used by the
call center.

Call distribution methods without EAS
Without EAS, the following call distribution methods are available:
Direct Department Calling
Uniform Call Distribution-Most Idle Agent (UCD-MIA)
NOTE:
The following descriptions of ACD call distribution assume that the Multiple Call
Handling (MCH) feature is not assigned. Agent availability is different for splits
assigned the MCH feature.

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Direct
ACD software searches for an available agent in the order that extensions were assigned to
the split (through switch administration), starting with the first extension assigned to the
split. This type of call distribution is most useful when management wants the most
effective or most experienced agents to handle more calls. Agents are rank-ordered from
most to least effective and then are assigned to the split in that order. Direct call
distribution is called Direct Department Calling (DDC).
If you administer a split for DDC, an incoming call is routed to the first available agent
extension in the administered sequence. If the agent is not available, the call routes to the
next available agent, and so on. Incoming calls are always routed to the first agent in the
sequence, so calls are not evenly distributed among agents.

UCD-MIA
When the UCD-MIA call distribution method is used, the switch searches for the agent
extension that has been idle (waiting) the longest and delivers the call to that extension if
the agent is available to handle an ACD call. This type of call distribution ensures a high
degree of equity in agent workloads even when call-handling times vary.
The ACD software determines which agent extension has been idle the longest by
maintaining an ordered list (queue) of agents who are eligible to receive the next ACD
call. Eligible agents enter the queue at the bottom and move toward the top of the queue.
The agent who has been in queue the longest receives the next ACD call unless the agent
is not available at the time the call is to be distributed. If the agent at the top of the queue
is not available, the ACD software checks the availability of the next agent in queue until
an available agent is found.
When an agent completes an ACD call, the agent is added to the bottom of the
eligible-agent queue for the split/skill associated with the call. DEFINITY also offers the
option called “MIA across splits/skills” to put an agent at the bottom of all split/skill
queues the agent is logged in to when the agent completes any ACD call. Agents move
toward the top of the eligible-agent queue as long as they remain staffed and available or
on AUXIN or AUXOUT extension calls from the available state, or on an ACD call for
another split (unless the “MIA across splits/skills” option is turned on). Agents in ACW
are in eligible agent queues on Generic 3 switches. You can choose whether these agents
are or are not in the eligible-agent queues for the DEFINITY.
An agent is marked as unavailable to take an ACD call if the agent:
is in ACW,
is on an AUXIN or AUXOUT extension call from the available state, or
is on an ACD call for another split or skill.
The agent remains in queue moving toward the top of the queue. Agents in multiple splits
enter multiple eligible-agent queues. The agents’ progress in each queue is independent of
any activity in other queues. Agents in the AUX state are not in the eligible- agent queue.

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You can set the DEFINITY to maintain a separate queue for available agents in each
split/skill, or you can create one combined queue for agents in all splits/skills. If the MIA
Across Splits/Skills? field on the Feature-Related System Parameters form is set to n, the
switch maintains available agent queues for each split/skill. When agents answer a call,
they are only removed from the available agent queue for the split/skill at which that call
arrived. If the field is set to y, then the agent is removed from all split/skill queues that the
agent is logged in to whenever they answer a call for any of their assigned splits/skills.
The agent is returned to the agent queues, based on how you administer the following:
If forced Multiple Call Handling applies, the agent is placed in the queue when the
call stops alerting.
If the ACW Agents Considered Idle? on the Feature-Related System Parameters
form is y, the agent is queued when the call completes.
If ACW Agents Considered Idle? is n, the agent is queued when ACW completes.
NOTE:
If you are using an Expert Agent Distribution method (EAD-MIA or EAD-LOA),
then the agent is put back in queue(s) after completing an ACD call based on skill
level.
If you are not using an EAD call distribution method, then the agent is put at the
bottom of the queue(s) after completing an ACD call.

Call distribution methods with EAS
With EAS, the following call distribution methods are available:
Uniform Call Distribution-Most Idle Agent (UCD-MIA)
Expert Agent Distribution-Most Idle Agent (EAD-MIA)
Uniform Call Distribution-Least Occupied Agent (UCD-LOA)
Expert Agent Distribution-Least Occupied Agent (EAD-LOA)
NOTE:
When CentreVu Advocate is used, an additional call distribution method, Percent
Allocation Distribution (PAD) is available. See the CentreVu Advocate User’s
Guide, 585-215-953, for details on using PAD.

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The following table summarizes the different call distribution methods, which are further
defined in the sections below.
WHEN agents are available, a call
arrives, and the agent selection
method is . . .

THEN the DEFINITY selects. . .

EAD-MIA

the highest skill level, most idle agent.

UCD-MIA

the most idle agent, without regard to skill level.

EAD-LOA

the highest skill level agent with the lowest
occupancy.

UCD-LOA

the least occupied agent, without regard to skill
level.

PAD

the agent with the lowest ratio of adjusted work
time and target allocation for the skill.

UCD-MIA
UCD-MIA works the same in the EAS environment as it does without EAS, except that
the switch searches for the most idle agent with the required skill.
UCD-MIA does not select an agent based on skill level. Therefore, if an agent is the most
idle agent with the required skill, even if the skill is assigned a secondary skill level for
that agent, the call is delivered to that agent.

EAD-MIA
The EAD-MIA call distribution method selects the most idle agent with the required skill
to handle the call and the highest skill level.
This method of call distribution adds a layer of processing on top of the Most Idle Agent
distribution call processing. EAD-MIA sorts the agents in the eligible-agent queue into
multiple queues based on skill level. Agents with the skill assigned at higher-priority
levels appear in the eligible-agent queue ahead of agents with the skill assigned at
lower-priority levels. The call is delivered to the most idle, most expert agent available.
When you are using EAS Preference Handling Distribution (EAS-PHD), the agent can
enter the MIA queue at one of 16 levels. The lower the level, the higher the level of
expertise; so an agent with skill level 1 is the most qualified to answer a call to that skill.
Without EAS-PHD, agents enter the MIA queue as either level 1 or level 2 agents. When
agents with a lower skill level become idle, they enter the MIA queue in front of agents
with a higher skill level. See ‘‘Expert Agent Selection (Category A only)’’ in the
‘‘DEFINITY ACD call center features’’ chapter for more information about EAS Call
Distribution.

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UCD-LOA
When the UCD-LOA call distribution method is in use, the switch delivers the call to the
least occupied agent, without regard to skill level.
The least occupied agent is the agent who has spent the lowest percentage of their time on
ACD calls since logging in. The agent’s place in the queue of available agents is
determined by this percentage. The agent occupancy (the percentage of time on calls) is
always calculated separately for each skill an agent is logged into, so there is an available
agent queue for each skill.

EAD-LOA
When the EAD-LOA call distribution method is in use, the switch delivers the call to the
least occupied agent with the highest skill level.
The agent occupancy is calculated as described in the UCD-LOA section.

How agents handle calls
An agent can receive split calls and, in most cases, personal calls that are not related to a
split. Calls distributed to an agent’s telephone by the ACD feature on the switch are
considered ACD calls. Calls dialed directly to an individual agent using the agent’s
extension number (such as internal calls and DID extension calls) are called extension-in
(EXT- IN) calls. Outgoing calls the agent makes are called extension-out (EXT-OUT)
calls. EXT-IN and EXT-OUT calls are considered non-ACD calls.

Things to know before you start
The capability of a telephone to receive EXT-IN calls or to make EXT-OUT calls can be
restricted through switch administration. The following descriptions of agent call handling
assume that the Multiple Call Handling (MCH) feature is not assigned. Agent availability
and call handling are different for splits assigned the MCH feature.
ACD calls are distributed only to available agent extensions. To be considered available,
an agent must first staff an agent extension and then select a call-answering mode
(automatic in or manual in).

Staffing agent extensions without EAS
To staff an agent extension on the switch without the EAS feature, an agent must dial a
login access code or press the LOGIN button on the agent’s telephone. The agent must
then dial a split number and a login ID. The login ID length, the login dial access code,
and, if desired, the LOGIN button are assigned through switch administration. The split
number may also be assigned to the LOGIN button or to another telephone button.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
Automatic Call Distribution (ACD) basics
Distributing and handling calls

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Staffing multiple splits
An agent can log in from any extension assigned to a split. An agent can log into as many
as four splits. To the switch and CentreVu CMS, each login counts toward the maximum
number of agent members that can be measured. That is, if four agents are each logged
into three splits, the agent member count is 12.

Agent login
Agent login lets ACD (and CMS) know an extension is active and logged into the system
(AUX work mode). Pressing the login button and then following the appropriate system
login procedure makes the extension staffed in AUXWORK. This procedure varies with
the type system you have.

Agent logout
Agent logout lets ACD (and CMS) know an extension is no longer active.

Agent request for supervisor assistance
When supervisor assistance is needed, an agent can press the ASSIST button or dial the
ASSIST feature access code and the split/skill group number brings the designated person
on line. On G2 the agent must place the current call on hold before pressing ASSIST. On
G3 pressing ASSIST automatically places the current call on hold.

Agent states and call answering modes
Agent State is the current status of an agent. Work modes are the work function(s) the
agent is performing at a given time.
When the agent is engaged in an ACD call, the agent is in the ACD agent state.
After staffing an extension, the agent is in the auxiliary work (AUX-WORK) mode, which
is considered non-ACD work.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
Automatic Call Distribution (ACD) basics
Distributing and handling calls

Issue 4
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AUTO-IN versus MANUAL-IN
In AUX-WORK mode, the agent is not yet available to receive ACD calls. To become
available for ACD calls, the agent must press the MANUAL-IN or AUTO-IN button to
select a call answering mode.
Table 1-1. Auto-In versus Manual-In
AUTO-IN

Like the MANUAL-IN button, the AUTO-IN button tells the ACD that
the agent is available for an ACD call. However, when the call ends, the
agent is immediately available for another ACD call according to the
established call distribution method. The agent does not have to press any
buttons to receive another ACD call. This type of call answering
increases the number of calls that agents can answer in a given period of
time and is most effective if agents have little or no call-related work to
do after finishing each ACD call. The DEFINITY Release 5 has a timed
ACW feature for AUTO-IN operation. This option automatically puts the
agent into ACW for a preset length of time at the end of an AUTO-IN
call. When the time is up, the agent automatically becomes available to
take an ACD call. MANUAL-IN and AUTO-IN dial access codes and
telephone buttons are assigned through switch administration.

MANUAL-IN

The MANUAL-IN button tells the ACD that the agent extension is
available for an ACD call. The ACD then distributes a call to the agent
according to the established call distribution method. When the call ends,
the agent automatically enters the After-Call-Work (ACW) state. While
in ACW, the agent is not available to receive ACD calls. When ACW
ends, the agent presses MANUAL-IN to receive another ACD call. The
manual-in mode is most effective if an agent must perform call-related
tasks after finishing each ACD call. MANUAL-IN dial access codes and
telephone buttons are assigned through switch administration.

Ringing versus zip tone for incoming calls
When a call arrives at a telephone, the agent may hear ringing or zip tone (beeping),
depending on how the telephone is administered. Ringing is recommended when an agent
answers calls using the handset. When a call connects to the agent’s telephone, the
telephone rings, and the agent picks up the handset to answer the call.
Zip tone is recommended when the agent uses a headset to answer calls. (Zip tone can also
be used with a handset, but the agent must hold the handset and listen for the zip tone.)
When a call connects to an agent’s telephone, the agent hears one burst of zip tone for calls
dialed directly to the split (or agent extension on the switch) and, without pushing any
buttons, the agent greets the caller.
Ringing (called “manual answer” in switch administration) or zip tone (called “automatic
answer” in switch administration) is established on a per-telephone basis through switch
administration.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
Automatic Call Distribution (ACD) basics
Distributing and handling calls

Issue 4
July 2001
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Auxiliary Work (AUXWORK) and After-Call-Work (ACW)
To temporarily stop ACD calls from arriving at an agent’s telephone, an agent can press
the Auxiliary Work (AUXWORK) or After-Call-Work (ACW) button.
AUXWORK

The agent is involved in non-ACD work, is on break, in a meeting or at
lunch. CMS recognizes the extension as staffed but does not want ACD
to route calls there for an extended time. AUX-IN implies that the
extension received an extension-in call while in AUX. AUX-OUT
implies that the agent placed an outgoing call while in AUX.
The AUXWORK button temporarily stops ACD calls from arriving at
the agent’s telephone. The agent normally presses this button before
doing non-ACD-related work such as taking a break or doing personal
business. Instead of unstaffing the extension or logging off, an agent can
press this button which places the agent in the auxiliary-work state. To
receive ACD calls again, the agent presses the MANUAL-IN or
AUTO-IN button.
The AUXWORK button (or the dial access code, if no button is
available) is assigned through switch administration. If an agent is
normally logged into more than one split, an AUXWORK button for
each split may be assigned. Then, when the agent presses the
AUXWORK button for a particular split, the agent will not receive calls
from that split. However, the agent will still be available for calls from
the other splits the agent is logged into.
Also, if an agent is logged into more than one split/skill and receives an
ACD call for one split/skill, the agent is unavailable for calls for other
splits/skills.

ACW

The agent is engaged in work associated with a call, but not on a call.
ACW-IN implies that the station received a call while in ACW.
ACW-OUT implies that the agent made an outgoing call while in ACW.
The ACW (After Call Work) button is only available with the
DEFINITY ECS and Generic 3 switches. This button temporarily stops
ACD calls from arriving at the agent’s telephone. An agent who is in
Auto-In mode presses this button during a call so that when the call is
finished, the agent will not receive another ACD call and can, instead, do
ACD call-related work such as filling out a form, completing data entry,
or making an outgoing call. The lamp indicator next to the ACW button
lights when the agent is in after- call-work. When in the manual-in mode,
an agent automatically enters ACW when the call ends. However, if the
agent needs to get out of Auto-In mode or the auxiliary work state to do
additional call-related work, the agent can press the ACW button (or dial
the appropriate access code). On the DEFINITY ECS and Generic 3
switches an agent can press the MANUAL-IN button (or dial the
appropriate access code) while on an ACD call to automatically enter
ACW when the call ends. If an agent is logged into more than one split,
pressing the ACW button makes the agent unavailable for calls in all
splits. CentreVu CMS considers the agent to be in the OTHER state for
all splits other than the split in which the agent is currently in ACW.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

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Additional agent state/work modes

The following table lists additional agent states/work modes that may
display.
Agent state/
work mode

Description

UNSTAF

Unstaffed (Agent State).
The agent is not logged in and being tracked by CMS.

DACD

The agent is on a direct agent ACD call.

DACW

The agent is in the after call work state for a direct agent ACD call.

OTHER

The agent is doing other work. If an agent is working in three splits/skills
and receives a call from one, the ACD puts the agent in OTHER for the
other two.

UNKNOWN

CMS does not recognize the current state. Unknown remains until the
condition is cleared, and/or the agent completes the current ACD call and
any current ACW, or a current agent state message is sent to CMS from
the switch.

RING

The time a call rings at an agent’s telephone after leaving the queue and
before the agent answers.

Trunk states
Trunk State indicates the current status of a specific trunk, or the ability to change that
state. Trunk states are:

Trunk State

Description

Idle

The trunk is waiting for a call.

Seized

The trunk is seized by an incoming or outgoing call.

Queued

An ACD caller has the trunk and is waiting for the agent to answer.

Conn

The agent and caller are connected in an ACD call.

Abandoned

The queued caller has just abandoned the call.

Fwrd

A queued call has been intraflowed outside the ACD or has been
interflowed to another PBX/Switch.

Mbusy

Maintenance Busy, or out of service for maintenance purposes.

Hold

The agent has put the call on hold.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

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Distributing and handling calls

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Other telephone buttons
This section describes other buttons that can be assigned to an agent’s telephone.

CALL
APPEARANCE

These buttons are used to place (originate) and answer calls. Two status
lamps (red and green) are next to each call appearance button. The red
lamp lights when an agent presses an appearance button to make or
answer a call. The green lamp flashes to indicate an incoming call.
Except with Multiple Call Handling, incoming ACD calls always arrive
at the first call appearance. However, telephones may be assigned more
appearances to provide additional call-handling capabilities. For
example, an agent can use a second call appearance to transfer or place
calls since the line will be free of ACD calls. On a two-appearance
telephone, the second appearance can only be used to originate calls.

ADD SKILL

For switches with EAS, logged-in agents or telephone users with console
permissions can press this button to add a skill.

ALERT CHANGE

The lamp associated with this telephone button flashes when another user
changes an agent’s assigned skills or moves an agent from his or her
current split to a different split. The lamp does not flash when an agent
changes his or her own skills from the telephone.

ASSIST

Press this button to request help from the split supervisor. The ASSIST
button automatically dials the split supervisor’s extension and connects
the agent to the supervisor. Pressing the ASSIST button automatically
puts the current call on hold.

AUDIO TROUBLE

Agents press this button to report a call with poor transmission quality to
CentreVu CMS. The message the switch sends CentreVu CMS includes
the agent’s extension, the trunk being used, and the time of day the
trouble occurred. This information is reported in CentreVu CMS
exception reports and is useful for trouble-shooting trunk and extension
problems. For more information, see CentreVu CMS Administration,
585-214-015.
Stroke count button 0 is used for reporting audio difficulty.

CONFERENCE

Press this button to add another person to a two-person call. An agent
with a multi- appearance telephone can add up to four additional people
to a 2-person call. For single-appearance telephones, only one person can
be added. Single appearance telephones do not have a CONFERENCE
button. Agents must use the RECALL button to conference a call. If an
agent adds another agent into a conference call, the resulting conference
is not considered an ACD call for the added agent. The ACD considers
the added agent to be on an extension-in call.

CALL WORK
CODE

Agents press this button and enter up to 16 digits to record the occurrence
of a customer-defined event. Call Work Codes are stored on CentreVu
CMS, not on the switch.

CALLER-INFO

With the Call Prompting feature, agents press this button to display the
digits collected by the last collect digits vector command.

EMERGENCY

Press this button to report a malicious call to the controller. The
controller can then trace the call.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

Issue 4
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Distributing and handling calls
HOLD

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Press this button to put a call on hold. The ACD will not send any more
calls to an agent who has a call on hold. For switches with Multiple Call
Handling, an agent can put an ACD or non-ACD call on hold and receive
an ACD call by pressing the AUTO-IN or MANUAL-IN button. With
Multiple Call Handling, multiple ACD calls can be delivered
automatically to an agent in Auto-In or Manual-In work mode, provided
that an unrestricted line appearance is available on the telephone.
Single appearance telephones do not have a HOLD button. Agents must
use the RECALL button or the terminal’s switch-hook to put a call on
hold. A single appearance telephone cannot be used to handle multiple
ACD calls.

LOGOUT

Press this button to unstaff the extension and end CentreVu CMS
collection of agent data. If an agent pressed STAFFED to staff a
telephone, pressing STAFFED again unstaffs the telephone.

RECALL

Agents using single-appearance telephones press the RECALL button to
put calls on hold, transfer calls, and create conference calls.

RELEASE

Press this button to disconnect a call.

REMOVE SKILL

With EAS, logged-in agents or telephone users with console permissions
can press this button to remove a skill.

STROKE COUNT

As many as nine STROKE COUNT buttons can be assigned. Agents
press these buttons to record call events of interest. CentreVu CMS
records and reports stroke-count information. Stroke count button 0 is
reserved for audio difficulty.

TRANSFER

Agents normally press the TRANSFER button to transfer calls to other
agents or the split supervisor. This button is only available on
multi-appearance telephones.
Single-appearance terminal users must use the button or the terminal’s
switch-hook.
Agents can also use the TRANSFER button to transfer calls to external
destinations. External transfer must be assigned to a telephone as a
feature over and above the normal transfer feature. If an agent transfers a
call to another agent, the call is not considered an ACD call for the agent
receiving the call unless the transferring agent dialed a split extension,
VDN, or agent login ID (an EAS capability known as Direct Agent
calling). The ACD considers the agent receiving the transfer to be on an
extension-in call. For the agent transferring a call, the call is counted as
an EXT-OUT call.

VUSTATS

Agents with display telephones press this button to display agent,
split/skill, VDN, or trunk group data similar to that reported by CentreVu
CMS.

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Guide to ACD Call Centers 555-233-503

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Queue status lamps
The lamps associated with the queue status buttons provide the following information:

NQC

The lamp associated with the NQC (Number of Queued Calls) button
tells the agent that calls are in queue and when the number of calls in
queue has met or exceeded the assigned queue threshold for the split. If
no calls are in the split’s queue, the status lamp associated with the button
is dark. When one or more calls are in queue, the lamp lights steadily.
When the number of calls in queue reaches the assigned queue threshold,
the lamp flashes on and off.

OQT

The lamp associated with the OQT (Oldest Queued Time) button tells the
agent that calls are in queue and when the oldest call in queue has been
waiting longer than the assigned wait time threshold (0 to 999 seconds)
for the split. If no calls are in the split’s queue, the status lamp is dark.
When calls are in queue, the lamp lights steadily. When the assigned wait
time threshold has been met or exceeded by the oldest call in queue, the
lamp flashes on and off. A flashing queue status lamp tells agents they
need to handle calls more quickly. The thresholds that cause the lamps to
flash and the telephone buttons are assigned through switch
administration.

Auxiliary queue
status lamps

An auxiliary queue status lamp indicates that either the Number of
Queued Calls threshold or the Oldest Queued Time threshold has been
reached. The lamp lights when the assigned threshold is met or exceeded.
Unlike the lamps on a telephone, the auxiliary queue status lamp does not
indicate when calls queue to the split.

Display buttons
The following telephone buttons control the information that appears on the display:

NORMAL

Press this button to display information about the active call appearance.
Press this button to display incoming call information (either an
extension-in call or an intraflowed/interflowed call) for a different call
appearance.telephone

Split supervisor telephone buttons
A split supervisor is normally assigned to each split. The capabilities that allow
monitoring of agent performance, adding and removing agents, and performing other
split-related activities must be assigned with separate switch administration procedures.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

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ACD and call management systems — BCMS and CentreVu CMS

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Telephone button definitions
The following telephone buttons are available only to the split supervisor’s extension:

NIGHT SERVICE

The split supervisor presses this button to send all calls to night service.
The Night Service may be Trunk Group Night Service or Split Night
Service. Also, a separate button for each type of night service may be
available.

RECORD ANNCT

The supervisor presses this button to either listen to or to record an
announcement for the split.

SERVICE
OBSERVE

The supervisor presses this button and dials an agent extension number to
listen to conversations on the telephone. The Service Observe feature
permits the supervisor to check an agent’s call- handling technique. An
agent’s telephone may also be assigned the SERVICE OBSERVE button
so that the agent can listen to another agent’s conversations. This
capability is especially useful for agent training. Service observing can
be set up for listening only or for both listening and talking.
The following enhancements were made to service observing, effective
with DEFINITY G3V3:
• For switches with EAS, a logical agent ID, which is associated with an
agent, not the telephone the agent is currently using, can be service
observed.
• For switches with Call Vectoring, VDNs can be service observed.
• Feature Access Codes which allow service observing from an external
location or from a telephone that does not have feature buttons can be
assigned through switch administration.

VU STATS

For the DEFINITY G3V3 and newer switches, split supervisors and
agents with display telephones press this button to display agent,
split/skill, VDN, or trunk group data similar to that reported by CentreVu
CMS.

ACD and call management systems
— BCMS and CentreVu CMS
This section does the following:
Describes BCMS (Basic Call Management System)
Describes R3 CMS (Release 3 - Call Management System)
Lists what CMS records and reports
Describes the four main ACD reporting databases.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
Automatic Call Distribution (ACD) basics
ACD and call management systems — BCMS and CentreVu CMS

Issue 4
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Basic Call Management System (BCMS)
BCMS is an optional software package (residing on the PBX/switch) used to provide
real-time and historical reports to assist in managing ACD splits/skills, agents
(extensions), trunk groups and VDNs (G3 only). These reports, provided by the system,
are a subset of those reports available with the CMS adjunct.

CentreVu Call Management System (CMS)
(Category A only)
The CentreVu CMS is an adjunct that collects specific ACD data on measured splits/skills,
measured agents, measured extensions, measured trunks and measured trunk groups for
reporting purposes. If Call Vectoring is purchased, ACD will report on measured VDNs
and Vectors. CMS provides call management performance recording and reporting. It can
also be used to perform some ACD administration. CMS is used by customers to
determine how well their customers are being served (i.e., speed of call answers, number
of calls) and how efficient their call management operation is (i.e., agents versus traffic
requirements).

How CMS works with ACD
To collect information on ACD, CMS must be able to communicate with the ACD
resident in the switch. The Switch to CMS Platform communication consists of electronic
messages sent back and forth between the ACD switch and the CMS Platform via a data
link. There are two types of messages:
Translations
Translations tell CMS the configuration of the ACD. This includes what data is
measured (to be collected) and the ACD assignments.
Status Changes
Status Changes tell CMS when the states of agents or trunks change due to call
activity. Occurrences are counted and durations are tracked.
NOTE:
CMS can also be used to change configurations within the ACD. Therefore, CMS
can at times send translations back to the PBX.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

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What CMS measures
CMS measures data on ACD splits, agents, extensions, trunks and trunk groups. If Call
Vectoring is purchased, ACD will report on VDNs and Vectors.
Main ACD reporting databases
— Agents
Agent states
— Splits/Skills
Events
Workload
Distribution
Split/Skill call totals
— Trunks
Trunk states
— Trunk Groups
Events
Workload
Distribution
Trunk call totals

ACD measurement
This section describes how CentreVu CMS collects measured data on splits/skills,
extensions, and so forth. The section contains the following topics:
Assigning CentreVu CMS measurement of the ACD
Switch features that affect CentreVu CMS data.

Assigning CentreVu CMS measurement of the ACD
CentreVu CMS collects data on splits/skills, agents, extensions, trunks, trunk groups,
VDNs, and vectors. However, for CentreVu CMS to collect data, the appropriate items
(splits/skills, extensions, and so on) must be identified as measured on the switch.
Individual splits and trunk groups are assigned to CentreVu CMS measurement through
switch administration. Extensions are measured by virtue of their assignment to measured
splits. Trunks are measured by virtue of their assignment to measured trunk groups. The
number of measured splits cannot be changed using the CentreVu CMS ACD Status
screen.
Measured splits need not be numbered sequentially. VDNs are measured individually. All
vectors are measured.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

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Things to know before you start
The CentreVu CMS ACD Status window (see CentreVu CMS Administration,
585-214-015, document for more information) lists the total number of measured
splits/skills, extensions (Agent Positions), trunks, and trunk groups established in an
ACD.
Effective with the DEFINITY G3V2 and newer switches, you can add, delete, or change
measured trunks, trunk groups, agent extensions, agent login IDs, VDN extensions, splits,
and skills without busying out the link to CentreVu CMS and losing CentreVu CMS data.

Switch features that affect CentreVu CMS data
There are several switch features that affect CMS data, such Conference, Transfer,
Multiple Call Handling, Call Pickup, Intraflow, Interflow, Redirection on No Answer,
Phantom Abandon Call Timer, Move Agent While Staffed, Expanded Agent Capabilities,
Best Service Routing, and Universal Call ID. These features are explained below.

Hold, Conference, and Transfer
CentreVu CMS tracks any type of call an agent puts on hold by pressing the Hold button,
dialing the hold access code, pressing the Conference or Transfer button, or flashing the
switchhook. Information on all calls (split/skill ACD, direct agent ACD, and extension
calls) and the time spent on hold is stored in agent database tables. Information on
split/skill calls only and the time spent on hold is stored in split/skill tables.

Multiple Call Handling (MCH)
The DEFINITY G3V4 and newer switches have options to the Multiple Call Handling
feature that can force agents to receive one or more ACD calls with other ACD calls or
extension (non-ACD) calls on hold or active. For these forced options, talk time (and not
ringing time) accumulates until the agent puts the current call on hold or releases it.
DEFINITY G3V3 and newer switches with Multiple Call Handling, an agent can put a
call on hold and press the MANUAL-IN or AUTO-IN button to receive another ACD call.
When multiple calls are on hold at the same time, hold time accumulates for each call on
hold, and the total hold time can exceed clock time. For example, if two calls are on hold
for 5 minutes each, 10 minutes of hold time accumulates.

DEFINITY Enterprise Communication Server Release 9.5
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Call Pickup
When an agent uses the Call Pickup feature to pick up an ACD call that rings at another
agent’s extension, CentreVu CMS tracks the call as an AUX-IN call for the agent picking
up the call. The split/skill of the agent originally called is credited with an outflow call,
even if the agent who picked up the call is in the same split/skill. If an agent is logged into
more than one split/skill, the call is counted for the split/skill the agent has been logged
into the longest. Thus, when Call Pickup is used, CentreVu CMS does not count the call as
an ACD call, even though the call queued to a split/skill and was answered. Various other
types of data associated with ACD calls (for example, “Percent Answered Within Service
Level” and “Average Speed of Answer”) will also not include data on calls answered
using the Call Pickup feature. Because the split/skill of the agent originally called is
credited with an outflow call, the call counts against the “Percent Answered Within
Service Level” for that split/skill.

Intraflow and interflow
When a call is intraflowed or interflowed from a split/skill, CentreVu CMS counts the call
as an outflow call for the split/skill. If a call is intraflowed into a split/skill, CentreVu
CMS counts the call as an inflow call for the split/skill. CentreVu CMS counts interflowed
calls as ordinary incoming calls for the split/skill. However, because calls can be
intraflowed/interflowed to destinations that are not splits/skills or are not measured by
CentreVu CMS, an outflow call from a split/skill will not always show a corresponding
inflow call for another split/skill. Conversely, because calls can be intraflowed/interflowed
into a split/skill from originating locations that are not measured by CentreVu CMS, an
inflow call to a split/skill may not show a corresponding outflow from another split/skill.
If an intraflowed/interflowed call connects to an agent in the destination split/skill, that
call is counted as an ACD call for the split/skill.
On the DEFINITY Generic 3 and ECS, a dummy split/skill may be established which
intraflows calls to another split/skill. For CentreVu CMS to count outflow calls for
dummy splits/skills, intraflow should be established using the Call Forwarding feature. If
Call Coverage is used to intraflow calls, at least one agent must log into the dummy
split/skill and go into ACW, and the call must queue to the dummy split/skill for at least
one ring cycle for an outflow call to be counted.
For switches with the Call Vectoring feature, intraflow and interflow work differently, and
CentreVu CMS data related to intraflow and interflow are recorded differently.

Redirection on No Answer (RONA)
For the DEFINITY G3V2 and newer switches, when a ringing call times out and is
requeued to the same split/skill by the Redirection On No Answer feature, CentreVu CMS
counts an outflow and an inflow for the split/skill. That is, the redirected call appears as
two offered calls to the split/skill. For the DEFINITY ECS, if the call redirects from
ringing to a VDN, there is outflow from the initial VDN and from the split/skill. If the call
was in another VDN prior to redirection to another VDN, then there is inflow to that
VDN.

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Also, NOANSREDIR is incremented for the split/skill and the VDN. For CMS R3V2 and
newer, the database item NOANSREDIR is also incremented for split/skill and for VDN,
if the call is in a VDN. If a split/skill is set up so that split/skill calls do not redirect back to
the split/skill except by way of the Redirection On No Answer feature, the unique calls
offered to the split/skill can be calculated by subtracting the value of NOANSREDIR from
CALLSOFFERED.
Effective with DEFINITY G3V4, if a call redirects from ringing to a VDN, there is
outflow from the split/skill and, if the call was in another VDN, there also is inflow to the
new VDN and outflow from the initial VDN. The NOANSREDIR is incremented for
split/skill and VDN.

Phantom abandon call timer
CentreVu CMS can collect information about phantom abandon calls. When this
capability is enabled, calls with a talk time (duration) shorter than the administered value
(1 - 10 seconds) are counted as phantom abandon calls. Setting the timer to zero disables
it. CentreVu CMS uses the PHANTOMABNS database item to store the number of
phantom abandon calls.
This capability is important in areas where the public network switches do not provide
disconnect supervision. Without this capability, short-duration calls that queue to a
split/skill and are answered by an ACD agent or other answering position are counted as
ACD calls, even if the calling party hangs up before the call is answered. This type of call
is called a phantom or ghost call.

Move agent while staffed
DEFINITY G3V4 and newer switches support moving a staffed agent between splits or
changing the skill assignments for staffed agents. If the agent has any call on the telephone
or is in ACW, then the move cannot take place immediately, but is pending the agent
telephone going idle (all calls have been terminated), or the agent changing out of the
ACW mode.
CMS provides two real-time database items in the agent data, MOVEPENDING and
PENDINGSPLIT, that can be accessed by using custom reports to provide information
about whether agent have moves pending and, if so, the split or skill to which they are
being moved. Note that in the case that the agent’s skills are being changed and the change
adds more than one skill, the PENDINGSPLIT item will show the first skill that is being
added. It is also possible for MOVEPENDING to be set, but for PENDINGSAPLIT to be
blank (or 0). This can happen, for example, when the link to the switch comes up and a
move is pending for an agent. CMS will be notified by the switch that the move is
pending, but PENDINGSPLIT will not be set.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

Issue 4
July 2001

Automatic Call Distribution (ACD) basics
ACD and call management systems — BCMS and CentreVu CMS

1-35

Expanded agent capabilities (Category A only)
DEFINITY R5 and newer switch releases support Expanded Agent Capabilities. This
feature allows EAS agents to have up to 20 skills assigned. Each skill may be assigned a
level from 1 to 16, where Reserve 1 and Reserve 2 are the highest levels and 16 is the
lowest. (The numeric level replaces the skill type p or s used in earlier G3 EAS releases.)
Agents may have a call handling preference based either on the skill level, meaning that
the agent will serve calls waiting for his or her highest level skill before serving calls
waiting for any lower level skills; or based on greatest need, meaning that the agent will
serve the highest-priority, oldest call waiting for any of his or her skills, or percent
allocation, based on the percent distribution of calls among the agent’s skills.
The expanded agent capabilities feature also allows the specification of the skill to be used
for the agent’s direct calls. This also allows specification of the level for the direct agent
skill, which, in conjunction with the agent’s call handling preference, may affect the order
in which a direct agent call is delivered to an agent. That is, direct agent calls need to be
delivered for all skill ACD calls. A concept introduced in R3V5 CMS, that of the top skill,
can be useful in EAS implementations that use skill level call handling preference for
agents. An agent’s first administered, highest level skill is the agent’s top skill, since it is
for this skill that the agent is most likely to handle calls. This is the skill that can count on
the agent.
Database items track the number of top agents in skills, as well as the time top agents
spent available and in AUX.
The expanded agent capabilities on the switch include an increased number of measured
splits/skills to 600 and an increase in the number of measured agent/split or agent/skill
pairs to 10,000 for the G3r processor, as well as new options for Most Idle Agent (MIA)
call distribution. The new options allow selection of MIA distribution across skills, rather
than for each skill, and selection of whether agents in ACW are or are not included in the
agent free list. These options have no direct impact on CMS, since CMS does not keep
track of the most idle agent.

Best Service Routing (BSR) (Category A only)
DEFINITY ECS R6 and newer switch releases support Best Service Routing (BSR). BSR
allows calls to be balanced at a single site or between multiple sites. BSR is enhanced
multi-site routing that provides new call vectoring functions that build upon the
Look-Ahead Interflow feature to route a call to the “best” split/skill on a single ECS or to
the best split/skill in a network of DEFINITY ECSs.
The “best” split/skill is defined as the local split/skill or remote ECS that offers the
shortest waiting time for the call in a call surplus (calls queued) situation for the
application. The waiting time is calculated using the DEFINITY ECS’s Expected Wait
Time (EWT) predictor, and can be adjusted by the user. In an agents available situation,
the “best” split/skill is determined based on the assigned available agent strategy. BSR
data is tracked in the vector, VDN, and call history tables.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
Automatic Call Distribution (ACD) basics
ACD and call management systems — BCMS and CentreVu CMS

Issue 4
July 2001
1-36

Universal Call ID
DEFINITY ECS R6 and newer switch releases support Universal Call ID (UCID). UCID
is a unique tag that is assigned to a call. The tag allows call-related data to be collected and
aggregated from multiple sources (for example, DEFINITY and Intuity Conversant) and
multiple sites. The UCID may then be used to group all the data from various sources
about a particular call.
CMS will receive the UCID assigned to calls by a DEFINITY ECS R6 and newer switch
releases with this feature enabled. The UCID is then stored, along with data about the call
itself, by the call history feature (which includes both internal and external call history).
The data will be available to both Custom Reports and the Report Designer. UCID data is
stored in the call history and agent trace tables.

CentreVu Advocate (Category A only)
CentreVu Advocate is available on the DEFINITY ECS Release 6 and newer switch
releases. CentreVu Advocate is a collection of ECS features that provide flexibility in the
way a call is selected for an agent in a call surplus situation and in the way that an agent is
selected for a call in an agent surplus situation. Advocate also includes methods for
automating staffing adjustments.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY call center capacities for ACD software and related features
Introduction

Issue 4
July 2001
2-1

DEFINITY call center capacities for
ACD software and related features

Introduction
This chapter describes the ACD capacities of Avaya products. It contains the following
topics:
n

Capacity tables for DEFINITY and CentreVu CMS

Measured extensions and multiple splits on a non-EAS switch

CMS and measured trunks and unmeasured facilities.

The tables in this appendix show:
1. Capacities for DEFINITY Release 9.5 and DEFINITY Release 10.1
2. Capacities for DEFINITY Release 9
3. Capacities for DEFINITY Release 8
4. Capacities for DEFINITY ECS Release 7 and Release 6.3
5. Capacities for DEFINITY ECS Releases 5 and 6
6. Capacities for DEFINITY Generic 3 Versions 2 to 4 switches
7. Capacities for DEFINITY Generic 3 Version 1 switches
8. Maximum capacities supported on CentreVu CMS.
NOTE:
Your switch and CentreVu CMS are probably configured differently than the
maximum values shown in the capacities tables. Note these differences. You need to
know your particular CentreVu CMS values before administering CentreVu CMS.
Furthermore, if you have multiple ACDs, you cannot exceed the maximum
capacities supported by CentreVu CMS across all ACDs.

Issue 4
July 2001

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY call center capacities for ACD software and related features
DEFINITY R9.5 and DEFINITY R10.1 capacities

2-2

DEFINITY R9.5 and DEFINITY R10.1
capacities
This table shows the capacities that are related to Call Center on the DEFINITY R9.5 and
the DEFINITY R10.1.
Capacities shown are for both Category A (ECS and ProLogix) and Category B (BCS and
GuestWorks) except when a Category B is specified in the Item callout. ProLogix or
DEFINITY ONE hardware limitations apply for some csi capacities, as indicated by
Footnote *. EAS, ASAI, CMS, and CVX1 limits do not apply with Category B since
EAS,ASAI, and CMS are not supported with the Category B configurations. Only
Vectoring (Basic) and Vectoring ((Prompting) are provided with Category B (no advanced
vectoring features are available).
Table 2-1. DEFINITY R9.5 and DEFINITY R10 Call Center
Capacities
R9.5/
R10.1
csi

R9.5/
R10.1
si

R9.5/
R10.1
r

Announcements per Split

Announcements per System

128

1000

Splits

999

200

1500

1000*

1000

10000

Maximum Administered ACD members
(Category B)

150

Logged-in splits per agent3

1 Split

500*

500

5200

2 Splits

500*

500

5000

3 Splits

333*

333

3333

4 Splits

250*

250

2500

Item
Automatic Call Distribution (ACD)
(Traditional ACD -- without EAS1

ACD Members per Split
Maximum Administered ACD
(Category A only)

members2

Maximum ACD Agents (per system) When
Each Logs Into:4 (Category A only)

Continued on next page

Issue 4
July 2001

2-3

Table 2-1. DEFINITY R9.5 and DEFINITY R10 Call Center
Capacities — Continued
R9.5/
R10.1
csi

R9.5/
R10.1
si

R9.5/
R10.1
r

1 Split

150

2 Splits

3 Splits

4 Splits

200

999

1500

25000

Measured Agents or Login IDs

400

2000

Measured Agents per Split

200

999

Measured Splits

600

Measured Trunk Groups

Measured VDNs

512

Maximum Agents Displayed by Monitor
BCMS Split Command7

100

Maximum BCMS Terminals

Maximum Active Maintenance Commands
for System

Maximum Simultaneous BCMS Terminals in
Monitor Mode8

Intervals

Days

BSR application routing tables (forms)
(Category A only)

256

BSR application routing table entries
(app-loc pairs) (Category A only)

1000

Collected digits for Call Prompting

Dial-ahead digits for Call Prompting

Item
Maximum ACD Agents (per system) When
Each Logs Into: (Category B)

Queue Slots per Group5
Queue Slots per

System6

Basic Call Management System (BCMS)

Reporting Periods

Call Vectoring

Continued on next page

Issue 4
July 2001

2-4

Table 2-1. DEFINITY R9.5 and DEFINITY R10 Call Center
Capacities — Continued
R9.5/
R10.1
csi

R9.5/
R10.1
si

R9.5/
R10.1
r

Holiday tables

Maximum skills a to which a call can
simultaneously queue

Priority levels

Recorded Announcements/Audio Sources
for Vector Delay

128

1000

Steps per Vector

Vector Directory Numbers (VDNs)
administered on switch (Category A only)

512

200009

Vector Directory Numbers (VDNs) (Category
B)

VDNs measured by CMS (Category A only)

512

20000

Vectors per System (Category A)

256

999

Vectors per System (Category B)

Vector Routing Tables (Category A only)

100

1 or 2

3500*

36065

2416*

25028

900

20317

Skill Groups

999

VDN Skill Preferences

Maximum Skills to which a Call Can
Simultaneously Queue

Maximum Administered Agent Login IDs14

1500

10000

Maximum Staffed Agent Login IDs15

500*

500

5200

Max Administered ACD Members (Login
ID-skill pairs)16

6000

65000

Maximum Staffed ACD Members

1000*

1000

10000

Maximum Skills per Agent

Item

CMS-to-Switch Links

Dial Plan Related Limits
Extensions (total)11
Station

extensions12

Miscellaneous

extensions13

Expert Agent Selection (EAS)

Continued on next page

Issue 4
July 2001

2-5

Table 2-1. DEFINITY R9.5 and DEFINITY R10 Call Center
Capacities — Continued
R9.5/
R10.1
csi

R9.5/
R10.1
si

R9.5/
R10.1
r

1 Skill

500*

500

5200

2 Skills

500*

500

5000

4 Skills

250

2500

10 Skills

100

1000

20 Skills

500

Announcements per group

Announcements per system

128

1000

Splits/skills/hunt groups

999

Members per split/skill/hunt group

200

1500

Split/skill/hunt group queue slots for system

1500

25000

Split/skill/hunt group queue slots per group

200

999

128

1000

Queue slots per announcement

150

1000

Queue slots per system

150

1000

Calls connected to same announcement

150

1000

Queue slots for system

200

4000

Calls connected to same announcement

1000

TN750 and/or TN2501AP boards

Channels per board (playback ports)

Maximum announcements per board

256

Item
Skill levels (preferences) per Agent Skill
Maximum logged in EAS Agents (per
system) When Each Has:17

Hunt Group Limits

Recorded Announcements or Audio
Sources for Vector Delay
Announcement/audio sources
Analog and AUX Trunk

Integrated Announcements

TN750C boards

Continued on next page

Issue 4
July 2001

2-6

Table 2-1. DEFINITY R9.5 and DEFINITY R10 Call Center
Capacities — Continued
R9.5/
R10.1
csi

R9.5/
R10.1
si

R9.5/
R10.1
r

Board contents saved

Recording time at 16 KB per pack

8:32

Recording time as 32 KB per pack

4:16

Recording time at 64 KB per pack

2:08

Channels per board (playback ports)

Maximum announcements per board

256

all active
boards

6020

6021

SSP boards

Channels per SSP board

Maximum announcements per board

128

Board contents saved

all

Recording time at 16 KB per board in
minutes

240

Recording time at 32 KB per board in
minutes

120

Recording time at 64 KB per board in
minutes

Trunk groups

666

Trunks (measured + unmeasured)

400*

400

4000

Measured agents or Login IDs

400

2000

Measured splits

600

Item

TN2501AP (VAL) boards

Board contents

saved18

Recording time per board in minutes
Low-end option (maximum 1 board)
High-end

option19

Integrated SSP Announcements for
DEFINITY ONE/IP600

Trunks and Trunk Groups

VuStats

Continued on next page

Issue 4
July 2001

2-7

Table 2-1. DEFINITY R9.5 and DEFINITY R10 Call Center
Capacities — Continued
R9.5/
R10.1
csi

R9.5/
R10.1
si

R9.5/
R10.1
r

Measured trunk groups

Measured VDNs

512

Interval reporting periods

Days reporting periods

Display formats

Simultaneous updating displays

100

500

Adjunct control associations per call

Active adjunct control associations

800

700022

Active adjunct route requests system-wide23

300

2000

300

2000

Active notifications per call

Active notifications per split domain

Call controllers per call

Call monitors per call

CRVs ECS to adjunct

500

4000

Domain control associations per call

Domain control station associations

2000

6000

Domain control split/skill associations

300

2000

Domain controllers per station domain

Domain-controllers per split/skill domain

Notification requests (Monitors)

300

10000

Maximum calls with send DTMF active

Number of CallVisor ASAI links (open and
proprietary)24 (Category A only)

Number of CallVisor ASAI links (open and
proprietary) (Category B)

Maximum simultaneous calls being classified

600

Monitors per VDN or split

Item

CallVisor ASAI

Active adjunct route requests per

link19

Continued on next page

Issue 4
July 2001

2-8

Table 2-1. DEFINITY R9.5 and DEFINITY R10 Call Center
Capacities — Continued
R9.5/
R10.1
csi

R9.5/
R10.1
si

Split/skill domain controls system wide

300

2000

Simultaneous billing (MultiQuest) request

100

1000

Station controllers per station

Selected listen-disconnected paths

300

Messages per second per ASAI/BRI link
(Category A only)

Messages per second per ASAI/BRI link
(Category B)

Messages per second per MAPD LAN
Gateway link

not
known

180

Messages per second per system

240

LAN Gateway links per multifunction board

LAN Gateway Links per MAPD

Item

R9.5/
R10.1
r

Continued on next page
1.

AAS ports are to be included in the ACD Members, Logged-In Agents, and Logged-In IDs Staffed
counts on DEFINITY ECS. Only measured logged-in ACD agent-split/skill pairs (including AAS
ports) are counted toward the CMS limits. Category B does not offer EAS (so EAS limits are not
applicable for Category B offers)

Also called administered agent-split pairs. Member capacity is used by ACD agents,
Auto-Available Splits (AAS) ports (e.g., VRUs), non-ACD hunt groups (hunting groups with or
without queues, Message Center Service, INTUITY/AUDIX, Remote AUDIX, etc.).

An agent can be assigned more splits during administration but only this number can be
simultaneously logged into.

The number of agents that can log into the same split/skill is limited by the maximum Members
per Group limits. Maximum agent limits are reduced by the number of non-ACD members and
AAS ports administered and, with non-EAS, the additional splits assigned

Queue slots are shared across non-ACD, ACD (splits/skills) and AAS hunt groups.

See previous note.

The Monitor Split command will only display status for the first 100 agents logged into the split
regardless of how many additional agents log into the split.

12.2 BCMS monitoring, being a maintenance command, is limited by the active maintenance
commands limit, reduced by 2 in the “r” system configuration (since 2 active command slots are
reserved for the INADS and SAT logins respectively).

VDNs are counted as part of the miscellaneous extensions capacity. The total of VDNs, hunt
groups, announcements, LDNs, TEGs, PCOL groups, access endpoints, administered TSCs and
Code Calling IDs extensions and common shared extensions cannot exceed 20,317 for
DEFINITY G3r. In addition, the total of stations (station extensions including ACD agent physical
set extensions, Logical Agent IDs, and AWOH) assigned and the VDNs assigned can not exceed
25,000 for DEFINITY G3r. Also, the total of all extensions assigned for any purpose cannot
exceed 36,065 for DEFINITY G3r.

10.

Required Clan TCP/IP.

Issue 4
July 2001
2-9

11. Total extensions is the count of all extension assignments for any use. Included in this count are
“station extensions”, “miscellaneous extensions”, data extension groups (800 for csi and 7500 for
r), PRI endpoint groups (8 for csi, 25 for si, and 50 for r) and trunk group extensions (99 for csi/si
and 666 for r).
12. Station extensions consist of attendant extensions (maximum 28 for r), station set assignments
(including ACD agent physical sets), a WOH (administered without hardware) and administered
Logical Agent IDs.
13. Miscellaneous extensions consist of VDNs, hunt groups, announcements, LDNs, PCOL groups,
common shared extensions, access endpoints, administered TSCs, Code Calling IDs, TEGs, and
Phantom ACAs.
14. Total of the administered Login ID skill-pair members (total of the agent skills and AAS ports).
This limit can be reached only if 4 skills or less are assigned per Login ID due to the ACD
Members Administered (Login ID-skill pair) limits. The following shows this (for DEFINITY R6.3.3
or newer).
Max. Login IDs With: csi/si r
• 1 to 4 Skills Each

1,500

10,000

• 10 Skills Each

600

6,500

• 20 Skills Each

300

3,250

15.

16.

Total of the administered Login ID-skill pair members (for agents and AAS ports).

17.

The number of agents that can log into the same skill is limited by the Maximum Members per
Group limits. Maximum agent limits are reduced by the number of non-ACD members and AAS
ports administered.

18.

With VAL (TN2501AP) boards, announcements are recorded as MS Windows wave files and can
be transferred via FTP to and from the board on a per file basis to a client PC using LAN
connectivity. Backup and restore is accomplished via FTP of all the files on each board to and
from the client PC.

19.

The TN2501AP VAL boards do not use compression to store announcements. All announcement
files are 64KB PCM wave files 8 KHz sampling, 8-bit mono).

20.

Up to 5 board on the G3csi/si

21.

Up to 10 boards on the G3r

22.
23.
24.
*

Requires 2 byte CRVs.
Adjunct route not supported with the DEFINITY ONE offer.
DEFINITY ONE only supports 1 adjunct link.
This software capacity cannot be reached on the ProLogix or DEFINITY ONE platform (for csi
memory configurations) due to station and trunk hardware limits (500/600 maximum ports for
ProLogix and168 ports for DEFINITY ONE). See the ProLogix or DEFINITY ONE Offer Definitions
for details.

Issue 4
July 2001

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY call center capacities for ACD software and related features
DEFINITY R9 capacities

2-10

DEFINITY R9 capacities
This table shows the capacities that are related to Call Center on the DEFINITY R9.
Capacities shown are for both Category A (ECS and ProLogix) and Category B (BCS and
GuestWorks) except when a Category B is specified in the Item callout. ProLogix or
DEFINITY ONE hardware limitations apply for some csi capacities, as indicated by
Footnote *. EAS, ASAI, CMS, and CVX1 limits do not apply with Category B since
EAS,ASAI, and CMS are not supported with the Category B configurations. Only
Vectoring (Basic) and Vectoring ((Prompting) are provided with Category B (no advanced
vectoring features are available).
Table 2-2. DEFINITY R9 Call Center Capacities
Item

R9csi

R9si

R9r

Announcements per Split

Announcements per System

128

1000

Splits

999

200

1500

1000*

1000

10000

Maximum Administered ACD members
(Category B)

150

Logged-in splits per agent3

1 Split

500*

500

5200

2 Splits

500*

500

5000

3 Splits

333*

333

3333

4 Splits

250*

250

2500

1 Split

150

2 Splits

3 Splits

4 Splits

Automatic Call Distribution (ACD)
(Traditional ACD -- without EAS1

ACD Members per Split
Maximum Administered ACD
(Category A only)

members2

Maximum ACD Agents (per system) When
Each Logs Into:4 (Category A only)

Maximum ACD Agents (per system) When
Each Logs Into: (Category B)

Continued on next page

Issue 4
July 2001

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY call center capacities for ACD software and related features
DEFINITY R9 capacities

2-11

Table 2-2. DEFINITY R9 Call Center Capacities — Continued
Item

R9csi

Queue Slots per Group5

R9si

R9r

200

999

1500

25000

Measured Agents or Login IDs

400

2000

Measured Agents per Split

200

999

Measured Splits

600

Measured Trunk Groups

Measured VDNs

512

Maximum Agents Displayed by Monitor
BCMS Split Command7

100

Maximum BCMS Terminals

Maximum Active Maintenance Commands
for System

Maximum Simultaneous BCMS Terminals in
Monitor Mode8

Intervals

Days

BSR application routing table entries
(app-loc pairs) (Category A only)

1000

Collected digits for Call Prompting

Dial-ahead digits for Call Prompting

Holiday Tables

Maximum Skills a to which a Call Can
Simultaneously Queue

Priority Levels

Recorded Announcements/Audio Sources
for Vector Delay

128

1000

Steps per Vector

Vector Directory Numbers (VDNs)
administered on switch (Category A only)

512

200009

Vector Directory Numbers (VDNs) (Category
B)

Queue Slots per

System6

Basic Call Management System (BCMS)

Reporting Periods

Call Vectoring

Continued on next page

Issue 4
July 2001

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY call center capacities for ACD software and related features
DEFINITY R9 capacities

2-12

Table 2-2. DEFINITY R9 Call Center Capacities — Continued
Item

R9csi

R9si

R9r

VDNs measured by CMS (Category A only)

512

20000

Vectors per System (Category A)

256

999

Vectors per System (Category B)

Vector Routing Tables (Category A only)

100

1 or 2

3500*

36065

2416*

25028

900

20317

Skill Groups

999

VDN Skill Preferences

Maximum Skills to which a Call Can
Simultaneously Queue

Maximum Administered Agent Login IDs14

1500

10000

500*

500

5200

Max Administered ACD Members (Login
ID-skill pairs)16

6000

65000

Maximum Staffed ACD Members

1000*

1000

10000

Maximum Skills per Agent

Skill levels (preferences) per Agent Skill

1 Skill

500*

500

5200

2 Skills

500*

500

5000

4 Skills

250

2500

10 Skills

100

1000

20 Skills

500

Announcements per group

Announcements per system

128

1000

Splits/skills/hunt groups

999

CMS-to-Switch Links

Dial Plan Related Limits
Extensions (total)11
Station

extensions12

Miscellaneous extensions13

Expert Agent Selection (EAS)

Maximum Staffed Agent Login

IDs15

Maximum logged in EAS Agents (per
system) When Each Has:17

Hunt Group Limits

Continued on next page

Issue 4
July 2001

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY call center capacities for ACD software and related features
DEFINITY R9 capacities

2-13

Table 2-2. DEFINITY R9 Call Center Capacities — Continued
Item

R9csi

R9si

R9r

Members per split/skill/hunt group

200

1500

Split/skill/hunt group queue slots for system

1500

25000

Split/skill/hunt group queue slots per group

200

999

128

1000

Queue slots per announcement

150

1000

Queue slots per system

150

1000

Calls connected to same announcement

150

1000

Announcement circuit packs (TN750C)

Channels per pack

Pack contents saved

Queue slots for system

200

4000

Calls connected to same announcement

1000

Recording time at 16 KB per pack

8:32

Recording time as 32 KB per pack

4:16

Recording time at 64 KB per pack

2:08

Trunk groups

666

Trunks (measured + unmeasured)

400*

400

4000

Measured agents or Login IDs

400

2000

Measured splits

600

Measured trunk groups

Measured VDNs

512

Interval reporting periods

Days reporting periods

Display formats

Simultaneous updating displays

100

500

Recorded Announcements or Audio
Sources for Vector Delay
Announcement/audio sources
Analog and AUX Trunk

Integrated Announcements

Trunks and Trunk Groups

VuStats

Continued on next page

Issue 4
July 2001

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY call center capacities for ACD software and related features
DEFINITY R9 capacities

2-14

Table 2-2. DEFINITY R9 Call Center Capacities — Continued
Item

R9csi

R9si

R9r

Adjunct control associations per call

Active adjunct control associations

800

700018

Active adjunct route requests system-wide19

300

2000

Active adjunct route requests per link19

300

2000

Active notifications per call

Active notifications per split domain

Call controllers per call

Call monitors per call

CRVs ECS to adjunct

500

4000

Domain control associations per call

Domain control station associations

2000

6000

Domain control split/skill associations

300

2000

Domain controllers per station domain

Domain-controllers per split/skill domain

Notification requests (Monitors)

300

10000

Maximum calls with send DTMF active

Number of CallVisor ASAI links (open and
proprietary)20 (Category A only)

Number of CallVisor ASAI links (open and
proprietary) (Category B)

Maximum simultaneous calls being classified

600

Monitors per VDN or split

Split/skill domain controls system wide

300

2000

Simultaneous billing (MultiQuest) request

100

1000

Station controllers per station

Selected listen-disconnected paths

300

Messages per second per ASAI/BRI link
(Category A only)

Messages per second per ASAI/BRI link
(Category B)

CallVisor ASAI

Continued on next page

Issue 4
July 2001

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY call center capacities for ACD software and related features
DEFINITY R9 capacities

2-15

Table 2-2. DEFINITY R9 Call Center Capacities — Continued
Item

R9csi

R9si

R9r

Messages per second per MAPD LAN
Gateway link

not
known

180

Messages per second per system

240

LAN Gateway links per multifunction board

LAN Gateway Links per MAPD

Continued on next page
1.

AAS ports are to be included in the ACD Members, Logged-In Agents, and Logged-In IDs
Staffed counts on DEFINITY ECS. Only measured logged-in ACD agent-split/skill pairs
(including AAS ports) are counted toward the CMS limits. Category B does not offer EAS (so
EAS limits are not applicable for Category B offers)

An agent can be assigned more splits during administration but only this number can be
simultaneously logged into.

Queue slots are shared across non-ACD, ACD (splits/skills) and AAS hunt groups.

See previous note.

The Monitor Split command will only display status for the first 100 agents logged into the split
regardless of how many additional agents log into the split.

VDNs are counted as part of the miscellaneous extensions capacity. The total of VDNs, hunt
groups, announcements, LDNs, TEGs, PCOL groups, access endpoints, administered TSCs
and Code Calling IDs extensions and common shared extensions cannot exceed 20,317 for
DEFINITY G3r. In addition, the total of stations (station extensions including ACD agent
physical set extensions, Logical Agent IDs, and AWOH) assigned and the VDNs assigned can
not exceed 25,000 for DEFINITY G3r. Also, the total of all extensions assigned for any purpose
cannot exceed 36,065 for DEFINITY G3r.

10.

Required Clan TCP/IP.

11. Total extensions is the count of all extension assignments for any use. Included in this count are
“station extensions”, “miscellaneous extensions”, data extension groups (800 for csi and 7500 for
r), PRI endpoint groups (8 for csi, 25 for si, and 50 for r) and trunk group extensions (99 for csi/si
and 666 for r).
12. Station extensions consist of attendant extensions (maximum 28 for r), station set assignments
(including ACD agent physical sets), a WOH (administered without hardware) and administered
Logical Agent IDs.
13. Miscellaneous extensions consist of VDNs, hunt groups, announcements, LDNs, PCOL groups,
common shared extensions, access endpoints, administered TSCs, Code Calling IDs, TEGs,
and Phantom ACAs.
14. Total of the administered Login ID skill-pair members (total of the agent skills and AAS ports).
This limit can be reached only if 4 skills or less are assigned per Login ID due to the ACD
Members Administered (Login ID-skill pair) limits. The following shows this (for DEFINITY
R6.3.3 or newer).
Max. Login IDs With: csi/si r
• 1 to 4 Skills Each

1,500

10,000

• 10 Skills Each

600

6,500

• 20 Skills Each

300

3,250

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY call center capacities for ACD software and related features
DEFINITY R9 capacities

Issue 4
July 2001
2-16

15.

16.

Total of the administered Login ID-skill pair members (for agents and AAS ports).

17.

The number of agents that can log into the same skill is limited by the Maximum Members per
Group limits. Maximum agent limits are reduced by the number of non-ACD members and AAS
ports administered.

18.
19.
20.
*

Issue 4
July 2001

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY call center capacities for ACD software and related features
DEFINITY R8 capacities

2-17

DEFINITY R8 capacities
This table shows the capacities that are related to Call Center on the DEFINITY R8.
Table 2-3. DEFINITY R8 Call Center Capacities
Item

R8csi

R8si

R8r

Announcements per Split

Announcements per System

128

1000

Splits

999

ACD Members per Split

200

1500

Maximum Administered ACD members1

1000*

1000

10000

1 Split

500

5200

2 Splits

500

5000

3 Splits

333

3333

4 Splits

250

2500

No CMS

R2 or R3V1 CMS

R3V2 or newer CMS

200

999

1500

25000

Maximum Skills a to which a Call Can
Simultaneously Queue

Priority Levels

Recorded Announcements/Audio Sources
for Vector Delay

128

256

Steps per Vector

Vector Directory Numbers (VDNs)

512

200006

CMS Measured VDNs7

512

20000

Vectors per System

256

999

Automatic Call Distribution (ACD)

Maximum ACD Agents (per system) When
Each Logs Into:2

Logged-in Splits per Agent3

Queue Slots per Group4
Queue Slots per System

Call Vectoring

Continued on next page

Issue 4
July 2001

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY call center capacities for ACD software and related features
DEFINITY R8 capacities

2-18

Table 2-3. DEFINITY R8 Call Center Capacities — Continued
Item

R8csi

R8si

R8r

Number of Collected Digits for Call
Prompting or CINFO

Number of Dial-Ahead Digits for Call
Prompting

Vector Routing Tables

100

1000

Skill Groups

999

VDN Skill Preferences

Maximum Skills to which a Call Can
Simultaneously Queue

Maximum Administered Agent Login IDs9

1500

10000

500*

500

5200

Max Administered ACD Members (Login
ID-skill pairs)11

6000

65000

Maximum Staffed ACD Members

1000*

1000

10000

No CMS

R3V2 through R3V4 CMS

R3V5 or newer CMS

1 Skill

500*

500

5200

2 Skills

500*

500

5000

4 Skills

250

2500

10 Skills

100

1000

20 Skills

500

DS1 Circuit Packs

30*

166

Queue Slots for Trunks

198

1332

Measured Trunks in System

400*

400

4000

BSR Application-Location Pairs

Expert Agent Selection (EAS)

Maximum Staffed Agent Login

IDs10

Maximum Skills per Agent

Skill levels (preferences) per Agent Skill
Maximum logged in EAS Agents (per
system) When Each Has:12

Trunks and Trunk Groups

Continued on next page

Issue 4
July 2001

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY call center capacities for ACD software and related features
DEFINITY R8 capacities

2-19

Table 2-3. DEFINITY R8 Call Center Capacities — Continued
Item

R8csi

R8si

R8r

Trunk Group Hourly Measurements

Trunk Groups in the System

666

Trunk Members in Trunk Groups

256

Measured Agents or Login IDs

400

2000

Measured Agents per Split

200

999

Measured Splits

600

Measured Trunk Groups

Measured VDNs

512

Maximum Agents Displayed by Monitor
BCMS Split Command13

100

Maximum BCMS Terminals

Maximum Active Maintenance Commands
for System

Maximum Simultaneous BCMS Terminals in
Monitor Mode14

Intervals

Days

Basic Call Management System (BCMS)

Reporting Periods

Continued on next page
1.

An agent can be assigned more splits during administration but only this number can be
simultaneously logged into.

Queue slots are shared across non-ACD, ACD (splits/skills) and AAS hunt groups.

See Note 4.

VDNs are counted as part of the miscellaneous extensions capacity. The total of VDNs, hunt
groups, announcements, LDNs, TEGs, PCOL groups, access endpoints, administered TSCs
and Code Calling IDs extensions and common shared extensions cannot exceed 20,317 for
DEFINITY G3r. In addition, the total of stations (station extensions including ACD agent
physical set extensions, Logical Agent IDs, and AWOH) assigned and the VDNs assigned can
not exceed 25,000 for DEFINITY G3r. Also, the total of all extensions assigned for any purpose
cannot exceed 36,065 for DEFINITY G3r.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY call center capacities for ACD software and related features
DEFINITY R8 capacities

Issue 4
July 2001
2-20

With CentreVu CMS R3V8 (and earlier) when more than 2,000 VDNs are activated, permission
checking is made inactive for viewing and modifying individual VDNs. All other permission
checking continues for other entities, such as vectors. The 2-GB file size limit imposed by
Informix SE (Standard Database Engine) limits the number of intervals of historical VDN data
that can be collected for large numbers of VDNs. The limits can be determined using: Days=8,
158/VI where V=number VDNs (in thousands and I=number of collection intervals in a day
(I=60h/i where h=collection hours per day and i=interval period in minutes).

BSR application numbers and location numbers are limited to a range of 1 to 255 (i.e., each is
limited to 255).

Total of the administered Login ID skill-pair members (total of the agent skills and AAS ports).
This limit can be reached only if 4 skills or less are assigned per Login ID due to the ACD
Members Administered (Login ID-skill pair) limits. The following shows this (for DEFINITY
R6.3.3 or newer).
Max. Login IDs With: csi/si r

10.

• 1 to 4 Skills Each1,500

10,000

• 10 Skills Each

600

6,500

• 20 Skills Each

300

3,250

11.

Total of the administered Login ID-skill pair members (for agents and AAS ports).

12.

The number of agents that can log into the same skill is limited by the Maximum Members per
Group limits. Maximum agent limits are reduced by the number of non-ACD members and AAS
ports administered.

13.

The Monitor Split command will only display status for the first 100 agents logged into the split
regardless of how many additional agents log into the split.

14.

Software capacity limit cannot be achieved due to hardware capacity limits for this platform.

Issue 4
July 2001

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY call center capacities for ACD software and related features
DEFINITY ECS R7 and DEFINITY ECS R6.3 capacities

2-21

DEFINITY ECS R7 and DEFINITY ECS
R6.3 capacities
This table shows the capacities that are related to Call Center on the DEFINITY ECS R7
and on the DEFINITY ECS R6.3.
Table 2-4. DEFINITY ECS R7 and DEFINITY ECS R6.3 Call Center
Capacities
R6.3/R7
csi

R6.3/R7
si

R6.3/R7
r

Announcements per Split

Announcements per System

128

256

Splits

600

ACD Members per Split

200

999

Maximum Administered ACD members1

1000*

1000

10000

1 Split

500

5200

2 Splits

500

5000

3 Splits

333

3333

4 Splits

250

2500

No CMS

R2 or R3V1 CMS

R3V2 or newer CMS

200

999

1500

15000

Maximum Skills a to which a Call Can
Simultaneously Queue

Priority Levels

Recorded Announcements/Audio Sources
for Vector Delay

128

256

Steps per Vector

Item
Automatic Call Distribution (ACD)

Maximum ACD Agents (per system) When
Each Logs Into:2

Logged-in Splits per Agent3

Queue Slots per Group4
Queue Slots per

System5

Call Vectoring

Continued on next page

Issue 4
July 2001

2-22

Table 2-4. DEFINITY ECS R7 and DEFINITY ECS R6.3 Call Center
Capacities — Continued
R6.3/R7
csi

R6.3/R7
si

R6.3/R7
r

Vector Directory Numbers (VDNs)

512

200006

CMS Measured VDNs7

512

8000

Vectors per System

256

512

Number of Collected Digits for Call
Prompting or CINFO

Number of Dial-Ahead Digits for Call
Prompting

Vector Routing Tables

100

BSR Application-Location Pairs8

1000

Skill Groups

600

VDN Skill Preferences

Maximum Skills to which a Call Can
Simultaneously Queue

Maximum Administered Agent Login IDs9

1500

10000

500*

500

5200

Max Administered ACD Members (Login
ID-skill pairs)11

6000

65000

Maximum Staffed ACD Members

1000*

1000

10000

No CMS

R3V2 through R3V4 CMS

R3V5 or newer CMS

1 Skill

500*

500

5200

2 Skills

500*

500

5000

4 Skills

250

2500

10 Skills

100

1000

20 Skills

500

Item

Expert Agent Selection (EAS)

Maximum Staffed Agent Login

IDs10

Maximum Skills per Agent

Skill levels (preferences) per Agent Skill
Maximum logged in EAS Agents (per
system) When Each Has:12

Continued on next page

Issue 4
July 2001

2-23

Table 2-4. DEFINITY ECS R7 and DEFINITY ECS R6.3 Call Center
Capacities — Continued
R6.3/R7
csi

R6.3/R7
si

R6.3/R7
r

DS1 Circuit Packs

30*

166

Queue Slots for Trunks

198

1332

Measured Trunks in System

400*

400

4000

Trunk Group Hourly Measurements

Trunk Groups in the System

666

Trunk Members in Trunk Groups

256

Measured Agents or Login IDs

400

2000

Measured Agents per Split

200

999

Measured Splits

600

Measured Trunk Groups

Measured VDNs

512

Maximum Agents Displayed by Monitor
BCMS Split Command13

100

Maximum BCMS Terminals

Maximum Active Maintenance Commands
for System

Maximum Simultaneous BCMS Terminals in
Monitor Mode14

Intervals

Days

Item
Trunks and Trunk Groups

Basic Call Management System (BCMS)

Reporting Periods

Continued on next page
1.

The number of agents that can log into the same split/skill is limited by the maximum Members per
Group limits. Maximum agent limits are reduced by the number of non-ACD members and AAS
ports administered and, with non-EAS, the additional splits assigned

An agent can be assigned more splits during administration but only this number can be
simultaneously logged into.

Queue slots are shared across non-ACD, ACD (splits/skills) and AAS hunt groups.

See Note 4.

Issue 4
July 2001
2-24

VDNs are counted as part of the miscellaneous extensions capacity. The total of VDNs, hunt
groups, announcements, LDNs, TEGs, PCOL groups, access endpoints, administered TSCs and
Code Calling IDs extensions and common shared extensions cannot exceed 20,317 for DEFINITY
G3r. In addition, the total of stations (station extensions including ACD agent physical set
extensions, Logical Agent IDs, and AWOH) assigned and the VDNs assigned can not exceed
25,000 for DEFINITY G3r. Also, the total of all extensions assigned for any purpose cannot
exceed 36,065 for DEFINITY G3r.

With CentreVu CMS R3V8 (and earlier) when more than 2,000 VDNs are activated, permission
checking is made inactive for viewing and modifying individual VDNs. All other permission
checking continues for other entities, such as vectors. The 2-GB file size limit imposed by Informix
SE (Standard Database Engine) limits the number of intervals of historical VDN data that can be
collected for large numbers of VDNs. The limits can be determined using: Days=8, 158/VI where
V=number VDNs (in thousands and I=number of collection intervals in a day (I=60h/i where
h=collection hours per day and i=interval period in minutes).

BSR application numbers and location numbers are limited to a range of 1 to 255 (i.e., each is
limited to 255).

Total of the administered Login ID skill-pair members (total of the agent skills and AAS ports). This
limit can be reached only if 4 skills or less are assigned per Login ID due to the ACD Members
Administered (Login ID-skill pair) limits. The following shows this (for DEFINITY R6.3.3 or newer).
Max. Login IDs With: csi/si r

10.

• 1 to 4 Skills Each1,500

10,000

• 10 Skills Each

600

6,500

• 20 Skills Each

300

3,250

The number of agents that can log into the same split/skill is limited by the maximum Members per
Group limits. Maximum agent limits are reduced by the number of non-ACD members and AAS
ports administered and, with non-EAS, the additional splits assigned.

11.

Total of the administered Login ID-skill pair members (for agents and AAS ports).

12.

The number of agents that can log into the same skill is limited by the Maximum Members per
Group limits. Maximum agent limits are reduced by the number of non-ACD members and AAS
ports administered.

13.

The Monitor Split command will only display status for the first 100 agents logged into the split
regardless of how many additional agents log into the split.

14.

Software capacity limit cannot be achieved due to hardware capacity limits for this platform.

Issue 4
July 2001

2-25

DEFINITY ECS R5, DEFINITY ECS
R6.1, and DEFINITY ECS R6.2
capacities
This table shows the capacities that are related to Call Center on the DEFINITY ECS R5
and on the DEFINITY ECS R6.1/6.2.
Table 2-5. DEFINITY ECS R5 and DEFINITY ECS R6.1/6.2 Call Center
Capacities
Item

R5vs/si

R5si+M

R5r

R6r

Agents per System

150

500

5200

Agents per Split

150

200

999

Agent Login IDs

450

500

10000

Skill Groups

600

Splits

600

Trunk Groups

665

Trunks

100

400

4000

Vectors

256

512

Vector Routing — Tables

100

Vector Routing — Entries per Table

100

Vectoring Audio/Music Sources1

128

256

VDNs — Total

100

512

20000

VDNs — Measured

100

512

2000

8000

Priority Levels — without Vectoring

Priority Levels — with Vectoring

Queue Slots per Split

200

999

Queue Slots (Split) per System

200

1500

15000

Recorded Announcements

128

256

Integrated Announcement Boards

Recorded Announcement Queue Slots
— Integrated Announcement Board

200

4000

Recorded Announcement Queue Slots
— Analog and Auxiliary Trunk

150

1000

Continued on next page

Issue 4
July 2001

2-26

Table 2-5. DEFINITY ECS R5 and DEFINITY ECS R6.1/6.2 Call Center
Capacities — Continued
Item

R5vs/si

R5si+M

R5r

R6r

Recorded Announcement Queue Slots
— Integrated Announcement Board

1000

Recorded Announcement Queue Slots
— Analog Port

150

1000

Recorded Announcement Queue Slots
— Auxiliary Trunk

150

1000

Continued on next page
1.

128 is the system maximum for recorded announcements and music sources. Each
announcement subtracts one from the maximum number of music sources and vice versa.

Issue 4
July 2001

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY call center capacities for ACD software and related features
DEFINITY G3V2, DEFINITY G3V3, and DEFINITY G3V4 switch capacities

2-27

DEFINITY G3V2, DEFINITY G3V3, and
DEFINITY G3V4 switch capacities
This table shows the capacities of Generic 3 Version 2 to Version 4 switches. “ABP” is the
Advantage Business Package; “PBP” is the Premier Business Package.
Table 2-6. DEFINITY G3V2, DEFINITY G3V3, and
DEFINITY G3V4 Call Center Capacities
Item

G3V/s

G3i

G3r

V2 & V3 V4
ABP/PBP ABP/PBP V2&V3

V2&V3

Agents per System

150

500

5200

Agents per Split

150

200

999

Agent Login IDs

NA/450

1500

10000

Skill Groups

NA/24

255

Splits

12/24

255

Trunk Groups

16/32

665

Trunks

50/100

400

4000

Vectors

NA/48

256

512

Vector Routing — Tables

100

Vector Routing — Entries per Table NA

100

Vectoring Audio/Music Sources1

128

256

VDNs — Total

NA/100

512

20000

VDNs — Measured

NA/100

512

2000

Priority Levels — without Vectoring 2

Priority Levels — with Vectoring

Queue Slots per Split

200

999

Queue Slots (Split) per System

200

1000

10500

Recorded Announcements

128

256

Integrated Announcement Boards

Recorded Announcement Queue
50
Slots — Integrated Announcement
Board

1000

4000

Recorded Announcement Queue
50
Slots — Analog and Auxiliary Trunk

150

128

1000

Continued on next page

Issue 4
July 2001

2-28

Table 2-6. DEFINITY G3V2, DEFINITY G3V3, and
DEFINITY G3V4 Call Center Capacities — Continued
Item

G3V/s

G3i

G3r

Recorded Announcement Calls
Connected per Announcement —
Integrated Announcement Board

255

1000

Recorded Announcement Calls
Connected per Announcement —
Analog Port

150

128

1000

Recorded Announcement Calls
Connected per Announcement —
Auxiliary Trunk

150

255

1000

Continued on next page
1.

128 is the system maximum for recorded announcements and music sources. Each
announcement subtracts one from the maximum number of music sources and vice versa.

Issue 4
July 2001

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY call center capacities for ACD software and related features
DEFINITY G3V1 switch capacities

2-29

DEFINITY G3V1 switch capacities
This table shows the capacities that are related to Call Center on the DEFINITY G3V1.
Table 2-7. DEFINITY G3V1 Call Center Capacities

Item

G3Vs/s
ABP/PBP

G3i

G3r

Agents per System

150

500

3000

Agents per Split

150

200

999

Skill

NA/24

Splits

12/24

Trunk Groups

16/32

666

Trunks

50/100

400

4000

Vectors

NA/48

256

512

VDNs

NA/100

500

3000

Priority Levels — without Vectoring

Priority Levels — with Vectoring

Queue Slots per Split

200

999

Queue Slots (Split) per System

200

1000

6000/10500

Recorded Announcements — without
Vectoring

128

256

Recorded Announcements — with
Vectoring

NA/128

128

256

Integrated Announcement Boards

Recorded Announcement Queue Slots
— Integrated Announcement Board

300

Recorded Announcement Queue Slots
— Analog and Auxiliary Trunk

150

300

Recorded Announcement Calls
Connected per Announcement —
Integrated Announcement Board

255

Recorded Announcement Calls
Connected per Announcement —
Analog Port

128

Recorded Announcement Calls
Connected per Announcement —
Auxiliary Trunk

255

Issue 4
July 2001

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY call center capacities for ACD software and related features
CentreVu CMS maximum capacities

2-30

CentreVu CMS maximum capacities
This table shows the maximum capacities of data that the CentreVu CMS can accept from
the DEFINITY ECS.
Table 2-8. CentreVu CMS R3V6, R3V8, and R3V9 Capacities

R3V6

R3V8

CMS
R3V9

CMS
R3V9.1

Maximum Number of ACDs (multi-ACD
configuration)

Maximum Staffed ACD members

10000

100001

32000

Maximum administered Agent Login IDs

10000

Item
Automatic Call Distribution (ACD)

Logged-in agent -skill pairs over 8 ACDs

320001

Admin log records

30000

Maximum Splits

1000

1 Split

10000

100003

320003

2 Splits

5000

32000

3 Splits

3333

26664

4 Splits

2500

20000

Steps per Vector

Vector Directory Numbers (VDNs)

8000

20000

CMS Measured VDNs4

see
footnote 4

20000

Vectors per System

4096

7992

Skill Groups

1000

Maximum Skills

1000

Maximum Administered Agent Login IDs5

10000

Maximum Staffed Agent Login IDs6

10000

Maximum Skills per Agent

Skill levels (preferences) per Agent Skill

Maximum ACD Agents (per system) when
each logs into:2

Call Vectoring

Expert Agent Selection (EAS)

Continued on next page

Issue 4
July 2001

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY call center capacities for ACD software and related features
CentreVu CMS maximum capacities

2-31

Table 2-8. CentreVu CMS R3V6, R3V8, and R3V9 Capacities — Continued

R3V6

R3V8

CMS
R3V9

CMS
R3V9.1

1 Skill

10000

32000

2 Skills

5000

32000

4 Skills

2500

20000

10 Skills

1000

8000

20 Skills

500

4000

20000

200008

200009

Item
Maximum logged in EAS Agents (per
system) When Each Has:7

Trunks and Trunk Groups
Trunks (measured + unmeasured)

400010

Trunks (measured)
Trunk Groups in the System

666

Agent Traces Active

250

400

Agent Trace Records

500000

BHCC

40000

5000

—

1999

—

2000

—

999999

—

250

400

1 or 2

Other Capacities

Call Records (internal)
(CWCs)11

Call Work Codes

Exception Records
Login/Logout Records
Simultaneous active client
13

CMS-switch links

sessions12

Continued on next page
1.
2.

3.
4.

This CMS limit is the maximum number of CMS measured agent-split/skill pairs (including AAS ports) that can be
logged in.
The number of agents that can log into the same split/skill is limited by the maximum Members per Group limits.
Maximum agent limits are reduced by the number of non-ACD members and AAS ports administered and, with
non-EAS, the additional splits assigned
This CMS limit is the maximum number of CMS measured agent-split/skill pairs (including AAS ports) that can be
logged in.
With CentreVu CMS R3V8 (and earlier) when more than 2,000 VDNs are activated, permission checking is made
inactive for viewing and modifying individual VDNs. All other permission checking continues for other entities,
such as vectors. The 2-GB file size limit imposed by Informix SE (Standard Database Engine) limits the number of
intervals of historical VDN data that can be collected for large numbers of VDNs. The limits can be determined
using: Days=8, 158/VI where V=number VDNs (in thousands and I=number of collection intervals in a day (I=60h/i
where h=collection hours per day and i=interval period in minutes).

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY call center capacities for ACD software and related features
CentreVu CMS maximum capacities
5.

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Total of the administered Login ID skill-pair members (total of the agent skills and AAS ports). This limit can be
reached only if 4 skills or less are assigned per Login ID due to the ACD Members Administered (skill-pair) limits.
The following shows this.
Max. Login IDs With: csi/si r
• 1 to 4 Skills Each 1,500 10,000
• 10 Skills Each 600 4,000
• 20 Skills Each 300 2,000

The number of agents that can log into the same split/skill is limited by the maximum Members per Group limits.
Maximum agent limits are reduced by the number of non-ACD members and AAS ports administered and, with
non-EAS, the additional splits assigned.

The number of agents that can log into the same skill is limited by the Maximum Members per Group limits.
Maximum agent limits are reduced by the number of non-ACD members and AAS ports administered.

CMS requires allocation of trunk data structures called “unmeasured facilities” for tracking agent-to-agent, bridging,
conference and transfer call sequences, which use capacity from the 20,000 total available trunk groups. The
recommended assignment per ACD for “unmeasured facilities” is 25% of the measured trunks. Prior to Release 8,
the total combination of measured trunks and unmeasured facilities across all ACDs could not exceed 4,000. This
total has been increased to 20,000 in CMS R3V8. Note that the maximum allowed number of measured trunks for
a single ACD is still 4,000 for the r and 400 for the csi/si switches.
9. CMS requires allocation of trunk data structures called “unmeasured facilities” for tracking agent-to-agent, bridging,
conference and transfer call sequences, which use capacity from the 20,000 total available trunk groups. The
recommended assignment per ACD for “unmeasured facilities” is 25% of the measured trunks. Prior to Release 8,
the total combination of measured trunks and unmeasured facilities across all ACDs could not exceed 4,000. This
total has been increased to 20,000 in CMS R3V8. Note that the maximum allowed number of measured trunks for
a single ACD is still 4,000 for the r and 400 for the csi/si switches.
10. This is the per ACD limit. See CMS-specific limits for the measured plus unmeasured limit across all ACDs.
11.

Maximum number of call work codes that can be stored in the call work code tables on CMS. This is not the
maximum number that can be collected in call records.

12. Each client session may include CMS ASCII terminals (maximum of 250), CentreVu Supervisor, CentreVu Visual
Vectors, and CentreVu Network Reporting clients.
13. Dual links to CMS require CLan TCP/IP.

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Measured extensions and multiple splits on a non-EAS switch

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Measured extensions and multiple
splits on a non-EAS switch
You can assign an agent extension to as many splits as desired. Multiple split assignments
are commonly used in one or both of the following scenarios:
n

The customer has agents who log into multiple splits.

The customer has more than one shift of agents, where the shifts use the same set
of phones but the agents do not work in the same splits.

Each extension-split assignment requires additional storage in CentreVu CMS. Therefore,
assigning extensions to multiple splits can quickly consume the agent storage capacity on
CentreVu CMS.

Example
On a G3i, you assign 50 agent extensions to six splits. The switch sends 300
extension-split assignments to CentreVu CMS. In this case, CentreVu CMS creates space
in real-time data storage for 300 agent splits, even if the number of agents logged in is less
than 100.

When assignments exceed capacity
The maximum number of agent-split configurations CentreVu CMS can measure is
defined at installation or in the Data Storage Allocation window. If that number is less
than the split-extension assignments CentreVu CMS receives from the switch, then the
link between the switch and CentreVu CMS fails to come up.

Example
Your CentreVu CMS allows up to 400 measured agent-split configurations, but the G3i
switch has 450 split-extension assignments. The link fails to come up.

Assignments are not logins
In a non-EAS environment, do not confuse “agent extensions assigned to multiple splits”
and “agents logged into multiple splits.” Even if an agent’s extension is assigned to six
splits, the agent can be logged into only three splits simultaneously. CentreVu CMS
always creates space in real-time data storage for six agent-split pairs (one for each split),
even though the agent is not simultaneously logged into all six splits.
In a standard EAS environment, the agent can be logged into four skills. In an EAS-PHD
environment, the agent can be logged into up to 20 skills. However, the agent can be
assigned to many more skills.

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CMS and measured trunks versus unmeasured facilities

2-34

CMS and measured trunks versus
unmeasured facilities
CMS requires allocation of trunk data structures called “unmeasured facilities” for
tracking agent-to-agent, bridging, conference, and transfer call sequences, which use
capacity from the 20,000 available unmeasured plus measured trunk limit.
NOTE:
The “unmeasured facilities” are not actual trunks on the DEFINITY but are tracking
records on the CMS.
The unmeasured facilities on CMS are required for:
n

Internal calls (intraswitch) to a measured split or agent

Internal calls to VDNs

Calls made by agents to internal destinations or on an unmeasured facility group

Transfers and conferences until the transfer/conference is complete.

The recommended assignment of unmeasured facilities per ACD is 25% of the measured
trunks. However, more unmeasured facilities per ACD may be required if there are many
internal calls active simultaneously on the DEFINITY that use “unmeasured facilities” on
the CMS. The limit for unmeasured-type calls for a DEFINITY is the maximum number
of call records that are available on the DEFINITY platform minus the number of active
incoming calls. For example, the DEFINITY Generic 3r has 7172 call records available. If
there are 3000 incoming calls active (measured or unmeasured), the limit for internal calls
is 7172 minus 3000, or 4172.
Prior to Release 9, the total combination of measured trunks and unmeasured facilities
across all ACDs could not exceed 4,000. This total has been increased to 20,000 in CMS
R3V8. Note that the number of measured trunks for a single ACD is still 4,000 for the r
and 400 for the csi/si switches.

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Determining allocation of measured trunks and
unmeasured facilities
Below are examples of how to determine the allocation.
n

Example 1: A single large call center has 1,950 logged-in agents. They want to
queue a call for every agent, so they need 2 x 1,950 or 3,900 trunks. They assign
25% of the total trunk requirements (.25 x 3,900 = 975) as unmeasured facilities.
Therefore, a total of 3,900 + 975 or 4,875 of the total “unmeasured plus measured”
capacity will be utilized.

Example 2: Consider the needs of a multi-ACD environment:
ACD1 with 3,500 trunks needs 875 unmeasured facilities (.25 x 3,500 = 875)
ACD2 with 2,500 trunks needs 625 unmeasured facilities
ACD3 with 1,000 trunks needs 250 unmeasured facilities
The total “unmeasured plus measured” capacity used will be 8,750 from the
20,000, leaving 11,250 for other ACDs or additions.

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CMS and measured trunks versus unmeasured facilities

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DEFINITY Enterprise Communication Server Release 9.5
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DEFINITY ACD call center features
Introduction

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DEFINITY ACD call center features

Introduction
This chapter contains the definitions of the ACD Call Center features that are
administered on the DEFINITY.
The DEFINITY Call Center forms from which these features are administered are defined
in the next chapter.
Features that apply to Category A only (DEFINITY ECS and ProLogix) are identified as
such. These features cannon be used with Category B (DEFINITY BCS and GuestWorks).

Feature-related information
The information for each feature is usually presented under five headings:
Feature title
Gives the name and a brief overview of the feature. Tells what it does or how it
serves the system.
Administering
Provides a list of the forms that are used to administer a feature. Required fields on
these forms also are identified.
Detailed description
Provides more detailed, technical information about a feature. When appropriate,
additional guidelines and examples are provided. In some cases, expanded
technical information is provided on one or several aspects of the feature.

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DEFINITY ACD call center features
List of call center features

3-2

Considerations
Discusses the applications and benefits of a feature and any other factors to be
considered when using the feature.
Interactions
Lists and briefly discusses other features that may significantly affect a feature.
Interacting features are those that:
— Depend on each other — if one of the features is provided, the other also
must be provided.
— Cannot coexist — if one of the features is provided, the other cannot be
provided.
— Affect each other — the normal operation of one feature modifies, or is
modified by, the normal operation of the other feature.
— Enhance each other — the features, in combination, provide improved
service to the user.

List of call center features
Table 3-1. Call center features
Feature

Page

Abandoned call search

3-4

Add/Remove Skills (Category A only)

3-6

Agent Call Handling

3-8

Auto-Available Split/Skill

3-23

Automatic Call Distribution

3-26

Basic Call Management System

3-41

Best Service Routing (Category A only)

3-44

Call Management System (Category A only)

3-59

Call Prompting

3-61

Call Vectoring

3-64

CentreVu Advocate (Category A only)

3-72

Expert Agent Selection (Category A only)

3-81

Inbound Call Management

3-90

Information Forwarding (Category A only)

3-97

Continued on next page

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List of call center features

3-3

Table 3-1. Call center features — Continued
Feature

Page

Intraflow and Interflow

3-103

Look-Ahead Interflow (Category A only)

3-106

Multiple Call Handling

3-112

Network Call Redirection (NCR) (Category A only)

3-118

Queue Status Indications

3-134

Reason Codes (Category A only)

3-136

Redirection on No Answer

3-140

Remote Logout of Agent

3-153

Service Observing

3-159

Universal Call ID

3-174

VDN in a Coverage Path

3-189

VDN of Origin Announcement (Category A only)

3-194

Voice Response Integration (Category A only)

3-200

VuStats (Category A only)

3-208

Continued on next page

Related feature or form
Refer to the DEFINITY ECS Administrator’s Guide, 555-233-506, for more information
about the following related features or forms:
Announcements/Audio Sources
Calling Party/Billing Number.
CallVisor Adjunct-Switch Application Interface.
Class of Restriction.
Hunt Groups.
Malicious Call Trace.
Recorded Announcements (additional information also available in the “Recorded
Announcements” appendix of this book).
Service Observing.
Callmaster phones.
500, 2500, K2500, 7101A, 7102A, 7103A, 7104A, 8110, OPS, DS1FD, DS1SA,
and VRU phones.

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Abandoned call search

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Abandoned call search
Abandoned Call Search allows the switch to identify abandoned calls if the central office
(CO) does not provide timely disconnect supervision. An abandoned call is one in which
the calling party hangs up before the call is answered. Note that Abandoned Call Search is
suitable only for older COs that do not provide timely disconnect supervision. Most COs
provide timely disconnect supervision and do not require Abandoned Call Search.
Before an incoming Automatic Call Distribution (ACD) call rings a hunt group member or
agent, the system checks to make sure that the calling party has not abandoned the call. If
the calling party has abandoned the call, the call does not ring the hunt group member or
agent.
If a call has been abandoned, the system determines if the calling party is still connected to
the ground-start trunk at the CO. To do this, the system flashes (that is, opens the tip-ring
loop for 150 to 200 ms) the CO end of the trunk. If the calling party is still connected, the
CO does not respond. If the calling party has abandoned the call, the CO sends the system
a disconnect signal within 800 ms. The system interprets this as an abandoned call,
releases the trunk, and the call does not ring the hunt group member or agent.
Outside of the U.S., a flash of this duration may be handled differently. Refer to
DEFINITY ECS Administrator’s Guide, 555-233-506, for more information about trunk
flash.

Administering abandoned call search

Table 3-2. Required forms
Form
Trunk Group

Field

Abandoned Call Search

— CO
FX
WATS

You administer Abandoned Call Search on a per-trunk-group basis. Administer each
ground-start CO, FX, and WATS trunk group either having Abandoned Call Search or not
having it. Abandoned Call Search is not supported for tie trunks.

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Considerations
NOTE:
Abandoned Call Search works with ground-start analog trunks that do not provide
disconnect supervision and that do react to a 500-ms break.
Some older COs can take as long as two minutes to notify the switch of a disconnect.
Thus, the switch must determine within one second whether the call has been abandoned,
before extending the call. Even with Abandoned Call Search or disconnect supervision,
there is a small probability that a call will be extended to the destination hunt group after
the caller has hung up. Abandoned Call Search and disconnect supervision significantly
reduce that probability.
Abandoned Call Search allows agents and hunt group members to answer more calls
because time is not wasted on abandoned calls. In addition, call-handling statistics that the
Call Management System (CMS) generates are more accurate because it is clear when a
call is abandoned.
Abandoned Call Search adds an overhead of up to one second to each call delivered to an
agent.

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Add/Remove Skills (Category A only)

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Add/Remove Skills (Category A
only)
Add/Remove Skills allows an agent using Expert Agent Selection (EAS) to add or remove
skills. A skill is a numeric identifier in the switch that refers to an agent’s specific ability.
For example, an agent who is able to speak English and Spanish could be assigned a
Spanish-speaking skill with an identifier of 20. The agent then adds skill 20 to his or her
set of working skills. If a customer needs a Spanish-speaking agent, the system routes the
call to an agent with that skill.
Each agent can have up to 20 skills active at any one time. Agents can dial feature access
codes (FACs) to add or remove a skill. Or a supervisor with console permission can enter
an agent’s login ID and add or remove an agent’s skill. If a supervisor adds or removes a
skill for an agent, the agent receives a change notification.
To determine if they need to add or remove a skill, agents and supervisors can use
queue-status indications, VuStats, or Call Management System (CMS) or Basic Call
Management System (BCMS) information. When adding a skill, the agent must specify
the skill priority level (1 — 16).
On phones with displays, the system prompts the agent through the process of adding or
removing a skill and displays the updated set of skills.

Administering Add/Remove Skills
Table 3-3. Required forms
Form

Field

Class of Restriction (COR)

Add/Remove Agent Skills

Feature Access Code (FAC)

Add Agent Skills
Remove Agent Skills

Language Translations

41-44 on Page 5

Hunt Group

Skill

Class of Service

Administer console permissions for
supervisors

Considerations
A skill cannot be removed from an agent’s skill set if the agent is on a call for that
skill or in the After-Call-Work (ACW) state for that skill.
With EAS, agents cannot remove their Direct Agent Skill.

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Add/Remove Skills (Category A only)

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Interactions
Auto-Available Skills (AAS)
If an agent adds a skill that is administered as Auto-Available, on the Agent Login
ID form, you must set the AAS field to y for that agent’s login ID.
BCMS
BCMS begins tracking a new skill as soon as it is added. When an agent removes a
skill, the real-time agent information specific to that skill is removed from the
real-time reports, but it still appears on the historical reports.
EAS-PHD
When EAS-PHD is set as an option, agents cannot remove their Direct Agent
Skill. In an EAS environment, agents must have at least one skill assigned to them
during a login session. With EAS-PHD, agents can specify up to 20 skills.
If EAS-PHD is not enabled, agents can specify only 4 skills.
VuStats
Because VuStats displays information gathered by BCMS whether BCMS is
enabled or not, the BCMS interaction above applies to VuStats.

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Agent Call Handling

3-8

Agent Call Handling
Agent Call Handling allows you to administer functions that Automatic Call Distribution
(ACD) agents use to answer and process ACD calls.
You define the following agent capabilities:
Agent login and logout
Agent answering options: Automatic Answer (zip tone) or Manual Answer
ACD work modes: Auxiliary Work (AUX Work), Auto-In, Manual-In, or After
Call Work (ACW)
Timed ACW
Agent request for supervisor assistance
ACD call disconnect (Release button)
Stroke counts
Call work codes
Forced entry of stroke counts and call work codes
‘‘Agent capacity and related limits’’ describes agent-capacity planning.
NOTE:
All of these agent capabilities are also supported through the CallVisor
Adjunct/Switch Applications Interface (ASAI). Refer to DEFINITY ECS
Administrator’s Guide, 555-233-506, for more information about the CallVisor
Adjunct-Switch Application Interface.

Administering Agent Call Handling
Table 3-4. Required forms
Form

Field

Feature Access Code (FAC)

Feature Access Codes for ACD features

Hunt Group

Forced Stroke Count or Call Work Code
Timed ACW Interval

Vector Directory Number

VDN Timed ACW Interval

Continued on next page

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Agent Call Handling

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Table 3-4. Required forms — Continued
Form
Station (multi-appearance)

Field

Button/Feature Button Assignments
— manual-in
— auto-in
— aux-work
— after-call
— assist
— release
— work-code
— stroke-cnt
Active Station Ringing (DCP, Hybrid)
Idle/Active Ringing (Callmaster)
VuStats

Stations (all)

Auto Answer

Attendant Console

Feature Button Assignments
— after-call
— assist
— auto-in
— aux-work
— manual-in
— release
— work-code
— stroke-cnt
Auto Answer

Agent LoginID
(EAS only)

All

Continued on next page

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Agent Call Handling

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Detailed description
This section describes how the switch controls agents’ work.
NOTE:
This information applies generally to ACD; see ‘‘‘Expert Agent Selection (Category
A only)’’ for more information on EAS.

Agent login and logout
To receive ACD calls, an agent must log into the system. An agent can be logged into
multiple splits/skills. If a hunt group is measured by Call Management System (CMS) or
Basic Call Management System (BCMS) or is a skill, an agent must enter a login ID;
otherwise, the login ID is optional.

Login
To log in, an agent goes off-hook and dials the login feature access code (FAC), followed
by the split/skill number and the login ID, if required. If login is successful, the agent
automatically enters Auxiliary Work mode for that split/skill. The Auxiliary Work button
lamp for that split/skill, lights steadily and the agent hears the confirmation tone.
If the split/skill is measured, the system sends messages to CMS or BCMS that the agent
(identified by login ID) has logged in and has entered Auxiliary Work mode.
Login is canceled and the agent receives intercept tone if any of the following occur
during login:
The agent dials an invalid login FAC or split/skill number (that is, the number of a
split/skill that does not exist or to which the agent is not assigned).
The agent is already logged into the maximum number of splits/skills.
The agent dials a split/skill number for a split/skill that he or she is already logged
into.

Logout
The agent should log out when he or she leaves for an extended period of time and is
unavailable for ACD calls. If the split/skill is measured by CMS or BCMS and an agent
logs out, a message is sent to the CMS or BCMS so that the agent’s status is no longer
measured. In a non-EAS environment, if an agent is logged into multiple splits, the agent
should log out of each split.
When temporarily unavailable for calls, an agent should use Auxiliary work mode, rather
than logging out. CMS or BCMS can continue tracking the agent’s auxiliary work time.

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Agent Call Handling

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To log out of a split, an agent goes off-hook and dials the logout FAC followed by the split
number. If logout is successful, the agent hears confirmation tone and work-mode button
lamps darken. The logout is canceled and the agent receives an intercept if any of the
following occur during logout:
The agent dials an invalid logout FAC or split number.
The agent dials a split number for a split that he or she is not logged into.
If an agent is using a handset in Automatic Answer mode, the agent can log out simply by
hanging up or turning off the headset. (This does not mean pressing the release button on a
Callmaster phone.) This does not apply to quick-disconnect. If the agent pulls the handset
to log out, the agent is automatically logged out of all splits that he or she has logged
into.

Agent answering options
An agent can answer ACD calls by using either a headset, handset, or speakerphone. You
can assign an agent as either Automatic Answer or Manual Answer.
NOTE:
Use Automatic Answer with a headset. See ‘‘‘Agents with Automatic Answer’’ for
more information.

Automatic Answer
The information in this section applies to ACD and EAS environments.
An agent assigned to Automatic Answer hears zip tone and connects directly to incoming
calls without ringing.
NOTE:
You can administer Automatic Answer to apply only to ACD calls or to apply to all
calls terminating to the agent’s set. If all calls are Automatic Answer and the agent
receives direct-extension calls, he or she should always activate Call Forwarding, or
Send All Calls when leaving temporarily or for an extended period, so that calls do
not terminate to an unstaffed station.

Manual Answer
An agent assigned to Manual Answer hears ringing, and then goes off-hook to answer the
incoming call.

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Agent Call Handling

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ACD work modes
At any given time, an agent can be in one of four work modes:
Auxiliary Work (AUX)
Auto-In
Manual-In
After Call Work (ACW)
An agent can change work modes at any time.
To enter any work mode, an agent presses the button or dials the FAC for that mode,
depending on what you have administered. If the agent has no active or held calls, the
work-mode button lamp lights steadily and CMS or BCMS is informed of the agent’s
mode change. If the agent has active or held calls, the lamp flashes until all calls are
dropped, then the new work mode’s lamp lights steadily and CMS or BCMS is informed
of the agent’s mode change.
The attempt is cancelled and the agent receives an intercept if the agent:
Tries to enter a work mode for an invalid split/skill
Tries to enter the work mode for a split/skill of which he or she is not a member
Dials an invalid FAC

Auxiliary Work mode
An agent should enter Auxiliary Work mode whenever taking a temporary break. This
makes the agent unavailable for ACD calls and removes them from the most-idle-agent
queue. CMS and BCMS can continue to track the agent.
In a non-EAS environment, when an agent is in AUX Work mode for a particular split, the
agent may be available for ACD calls to other splits that the agent is logged into,
depending on the agent’s state in those splits. Even in AUX, the agent is still available for
non-ACD calls. CMS/BCMS is notified whenever an agent in AUX Work mode receives
an incoming non-ACD call or makes an outgoing call. When an agent logs into a split, he
or she automatically enters AUX Work mode for that split.
NOTE:
Agents in vector-controlled splits/skills can go into AUX Work mode even if they
are the last agent and calls are queued to that split/skill.

Auto-In mode
In Auto-In mode, the agent automatically becomes available for answering new ACD calls
upon disconnecting from an ACD call.

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Agent Call Handling

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Manual-In mode
In Manual-In mode, the agent automatically enters ACW mode for the split/skill upon
disconnecting from an ACD call and is not available for any ACD calls. To become
available for ACD calls, the agent must manually reenter either Auto-In mode or
Manual-In mode.

After Call Work mode
An agent should enter ACW mode when he or she needs to perform ACD-related
activities, such as filling out a form as a result of an ACD call. The agent is unavailable for
ACD calls to all splits/skills while in ACW mode. Switch administration determines
whether the agent remains in the Most Idle Agent queue while in ACW.
When an agent is in the Manual-In mode and disconnects from an ACD call, he or she
automatically enters ACW mode. Although no longer available for ACD calls, the agent is
still available for non-ACD calls. CMS or BCMS is notified whenever an agent in ACW
mode receives an incoming non-ACD call or makes an outgoing call.

Timed After Call Work
With Timed ACW administered, an Auto-In agent is immediately placed in ACW mode
for a specific length of time after completing the currently-active ACD call. When the
Timed ACW interval expires, the agent automatically returns to the Auto-In work mode. If
the agent activates ACW while not on a call, the agent is placed in ACW (not timed) mode
regardless of whether the agent is in Auto-In or Manual-In mode.
Use Timed ACW to allow agents to rest between incoming ACD calls, or to pace agents
when they have to complete work from the previous call within an allotted time. In
addition, if you have Home Agent, use Timed ACW to allow agents additional time to dial
a FAC to place themselves in a different work mode after the current ACD call is
completed.

Timed ACW and VDN
You can administer Timed ACW for all calls to a split/skill and/or to a VDN. Any
completed calls to the split/skill or to the VDN, including direct agent calls, are followed
by a timed ACW when the answering agent is in Auto-In work mode. If a VDN call routes
to a split/skill, the Timed ACW interval for the VDN overrides the Timed ACW interval
for the hunt group. VDN override applies to VDN-Timed ACW.

Cancelling Timed ACW
When an agent activates Auto-In or Manual-In mode during Timed ACW, the agent
becomes available and timed ACW is cancelled. An agent can change to Manual-In mode
before or during a call. The system cancels Timed ACW and applies ACW (not timed)
mode when the call is released. The agent remains in ACW until he or she requests
another mode. When the agent releases an ACD call, the ACW lamp (if provided) lights.
At the end of the administered Timed ACW interval, the ACW lamp goes dark and the
Auto-In lamp lights.

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Agent Call Handling

3-14

Timed ACW also is canceled when an agent presses the ACW button or dials the ACW
FAC.
If an agent activates Auxiliary Work mode during Timed ACW, the agent is placed in that
mode and Timed ACW is cancelled.

Agent request for supervisor assistance
To request assistance from the split/skill supervisor, an agent, with or without an active
ACD call, presses the Assist button or puts the call on hold and dials the Assist FAC plus
the split/skill number. The agent must be logged into the split/skill. Assist generates
3-burst ringing at the supervisor’s station. If a split/skill supervisor is not assigned, the
agent receives intercept tone.
Attendants should press the Start button before pressing the Assist button. This allows
them to later transfer the call. This rings like a priority call at the supervisor’s set.
When the agent presses the Assist button, the following happens:
1. If the agent is active on an ACD call, the ACD call is automatically placed on hold
and a call is placed to the split/skill supervisor. If the agent is not active on an ACD
call, a call is automatically placed to the supervisor.
2. CMS or BCMS is notified of the request and the supervisor’s display shows that
the call is a request for assistance. This rings like a priority call at the supervisor’s
set.
3. The caller hears silence or music on hold.
4. After the agent has talked to the supervisor, the agent can drop the assist call and
return to the ACD call, set up a conference call with the supervisor and the calling
party, or transfer the call to the supervisor.
When the agent puts the call on hold and dials the Assist FAC plus the split/skill number,
the system handles the request as if the agent pressed the Assist button, except that the
Assist call does not follow the supervisor’s coverage path.

Stroke counts
Stroke counts allow you to record in CMS the number of times that a particular
customer-related event occurs. For example, agents could press a button each time a
customer requests information on a certain item.
Stroke counts are reported to CMS in real time. The system does not store stroke counts.
Use stroke counts only when CMS is connected and you have defined ACD splits/skills to
be measured by CMS.
Stroke counts allow agents to record up to nine administrator-defined events on a per-call
basis. You can assign 10 Stroke Count button types. Stroke Count 0 is reserved for
tracking Audio Difficulty or poor transmission quality.

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For troubleshooting purposes, CMS records the equipment location of the trunk that the
agent was using when he or she pressed the Audio Difficulty button. Make sure that agents
are aware that pressing this does not improve audio transmission quality.
To enter a stroke count, an ACD agent presses a Stroke Count button while off-hook. The
system validates that the agent is either active on an ACD call or in the ACW mode for an
ACD split/skill. If yes, the feature lamp lights steadily for two seconds to indicate
activation and the stroke count is sent to CMS. If not, the feature lamp flutters and no
message is sent.

Call work codes (Category A only)
Call work codes are up to 16-digit sequences that ACD agents enter to record such
customer-related information as account codes, social security numbers, or phone
numbers. You define the codes for your site. Codes that agents enter are sent to CMS for
storage for splits/skills measured by CMS and only when the link to the CMS is up.
Agents must have multiappearance phones (for example, Callmaster) to enter call work
codes.
To enter call work codes, the agent must be off-hook and either:
On an ACD call
In ACW mode after disconnecting from a call while in Manual-In mode
In Timed ACW after disconnecting from a call while in Auto-In mode
In Auto-In mode and pending for ACW mode
The sequence of event is as follows:
1. The agent select Call Work Code (CWC) button.
2. The CWC lamp lights steadily and a C: prompt appears on the agent’s display. The
agent must wait for the ready indication before entering the call work code or the
caller hears the touch-tone digits being dialed.
3. Agent enters up to 16 digits on the dial pad. The agent can press * to erase digits.
4. The agent presses # to send the code entry to CMS.
5. The Call Work Code lamp goes dark and the display returns to normal.
6. If the agent presses any feature button or hangs up during digit collection, the code
entry is cancelled and data is sent to CMS. The CWC lamp goes dark and the
display is cleared.
Call work codes may be used by as many as 100 agents simultaneously. If 100 agents are
simultaneously using this function, and another agent attempts to enter a call work code,
the agent receives a display message to try again later.

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Forced entry of stroke counts and call
work codes
You can administer a split/skill so that agents must enter a stroke count and/or a call work
code before becoming available for another call using Manual-In mode.
NOTE:
Multiappearance phones or an attendant console are required for agents to enter
stroke counts or call work codes.
To enter a stroke count and/or call work code, the agent must be on a call, or in ACW
mode after releasing a call in Manual-In mode.
After releasing a call, the agent automatically enters ACW mode and cannot return to
Manual-In mode until entering a stroke count or call work code. If the agent presses the
Manual-In button or FAC before entering a stroke count or a call work code, the
Manual-In lamp flutters or intercept tone is given.
Once the agent enters a stroke count or call work code and presses the Manual-In button or
FAC, he or she returns to Manual-In mode and the Manual-In lamp lights.
Any of the agent’s splits/skills can have Forced Entry assigned. If the agent goes into
Auxiliary Work mode in any split/skill, the Forced Entry requirement for all other
splits/skills is removed.

Expanded technical information
Agent capacity and related limits
Agent Sizing adds an overriding capacity limit to the number of logged-in ACD agents. It
can be used to limit the number of logged-in ACD agents to a number less than (or equal
to) the maximum supported by the system configuration.
The logged-in ACD agents limit applies to ACD agents in traditional (or non-EAS) ACD
splits or in Expert Agent Selection (EAS) skills. Auto-Available Split/Skill (AAS) agent
ports are logged in and counted when they are first assigned, while the non-AAS agents
are counted when they actually log in. Each logged-in agent is counted as a single agent
independent of the number of splits/skills logged in to for the Logged-in ACD agents
limit. AAS and non-AAS agents are counted towards this limit whether they are
BCMS/CMS measured or not.
Effective with the DEFINITY R8 and CentreVu Advocate, the Logged-in Advocate Agent
Count feature counts the number of CentreVu Advocate agents who are logged in at the
call center. The feature bases the count on whether or not a logged-in agent has any
CentreVu Advocate feature(s), except Predicted Wait Time, assigned or associated with
the agent. With this feature, CentreVu Advocate counted agents are still counted as ACD
agents.

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The agent sizing limit is administered by authorized Avaya personnel via the Logged-in
ACD Agents option (and Logged-in Advocate Agent Count) on the System-Parameters
Customer-Options form. The maximum number of allowed logged-in ACD agents is set to
correspond to the configuration you purchase.
For agent sizing, if you have agents working in shifts, you should purchase enough agent
capacity to allow for a smooth shift change. If agents on a subsequent shift are logging in
before agents in the previous shift have logged out, agents could be denied login because
too many agents are currently logged in. Additionally, the non-ACD and/or non-agent
(AAS/VRU) use of Hunt Group resources must be considered. Call Center managers need
to be aware of their logged-in ACD agent and other related limits when adding agents to
handle a traffic peak or when planning a special campaign. Some of the resource
utilization is displayed dynamically on the Display Capacities form.
Note that under certain configurations, the limit set in the Logged-In Agents field cannot
be reached due to some other system limit being reached. In particular, note that the
DEFINITY R5r and later configurations with EAS only supports up to 500 agents logged
in if each has the maximum 20 skills assigned due to the 10,000 Hunt Group member
limit.
In addition to the logged-in ACD agents limit, the number of agents supported is
dependent on the upper limits that the system platform supports. The following limits
must also be considered.
Maximum Hunt Group members
— Non-ACD members include hunting groups with or without queues,
Message Center Service groups, INTUITY/AUDIX groups and Remote
AUDIX groups (refer to DEFINITY ECS Administrator’s Guide,
555-233-506, for more information about Hunt Groups). Each line or port
in a group is counted once when assigned.
— ACD members (also called agent-split pairs or agent-skill pairs with EAS).
For agents in multiple splits/skills, each combination (pair) is counted as a
member (e.g., an EAS agent logged into 4 skills or a non-EAS agent
assigned to 4 splits counts as 4 members). Non-EAS ACD members are
counted when assigned (note that many more splits can be assigned to an
agent than can be logged into but each agent-split pair is still counted
towards the limit). EAS ACD members are counted when they log in.
— Advocate Agents.
Each logged-in CentreVu Advocate agent is counted as both an ACD
member and as a CentreVu Advocate agent.
Hunt Group members per group — Count of non-ACD or ACD members within a
split/skill. Counting is done as above for maximum Hunt Group members.
Additional traditional ACD (non-EAS) agents limits:
— Maximum logged-in agents system limit
— Maximum splits an agent can log into

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Additional EAS limits:
— ACD members (skill pairs) administered — Limits skill assignments to
agents (each AAS port is counted as one skill pair)
— Agent Login IDs Administered — Limits number of AAS ports and EAS
agents that can be pre-assigned
— Agent Login IDs Logged-In (staffed) system limit — Upper limit on the
number of EAS agents (and AAS ports) that can be logged-in
simultaneously
— Skills per Agent — The maximum number of skills a particular agent can
be assigned
Call Management System (CMS) logged in ACD members (agent-split/skill pairs)
limits assigned. Both a Avaya setup and customer-administered limit is assigned in
CMS. These limits are related to the CMS memory/hardware configuration
equipped and are passed over the link to the DEFINITY to reduce/set the
externally measured logged-in ACD member component of the Hunt Group
member limit to that supported by CMS.
BCMS internally measured ACD agents system limit. Non-EAS ACD agents
counted when assigned while EAS agents are counted when logged in.
When the maximum number of ACD agents are logged in or any of the other above limits
are reached, an agent who attempts to log in hears reorder tone or is otherwise denied log
in. Also with EAS, an agent logging in may not have all the assigned skills logged in if the
ACD member limit is reached.
The administrator of a non-EAS system can be blocked from adding agents to splits via
the Hunt Group form.
The administrator of an EAS system can be blocked from assigning additional Login IDs
or skills to an agent via the Login ID form if the relevant system limits are reached.

Considerations
Release button
Agents using Automatic Answer are logged out of all splits/skills when they disconnect
from an ACD call by hanging up. Therefore, agents should use the Release button, if
provided. This button is in addition to the fixed Release button on the attendant console.

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Timed ACW
To prevent agents from canceling Timed ACW by pressing the Manual-In or ACW
buttons, do not assign these buttons to the agents’ phones. Timed ACW cannot be
assigned to AAS, adjunct-controlled, AUDIX, Remote AUDIX, or Message Center
splits/skills. In addition, VDN-Timed ACW does not apply to calls routed to a converse
split/skill by way of the converse-on vector command. Timed ACW assigned to a
converse hunt group applies.
BCMS and CentreVu CMS track Timed ACW as standard ACW work states. Time spent
in Timed ACW is not specifically identified.

Nonvector-controlled splits/skills
For nonvector-controlled splits/skills, the last available agent in a split/skill cannot enter
Auxiliary Work mode if any calls remain in the queue. (However, the agent can log out.)
When the last available agent tries to enter Auxiliary Work mode, the following occurs:
The Auxiliary Work button flashes indicating the change is pending.
New calls on the ACD split/skill either receive busy tone or redirect to coverage.
Calls in the queue continue to route to the last available agent until the queue is
empty.
At the last available phone or console, the Auxiliary Work button lamp flashes
until the queue is empty. The telephone then enters Auxiliary Work mode and the
associated lamp lights steadily.

Agents logged into multiple splits/skills
If an agent is logged into multiple splits/skills, the agent may become unavailable for calls
to one split/skill because of activity at another split/skill. For example, if an agent enters
After Call Work mode for one split/skill, the agent becomes unavailable for calls to other
splits/skills.
An agent should not log into a split/skill while a call is on hold at the extension.

Agents with Automatic Answer
Agents who use Automatic Answer should use a headset. The agent hears zip tone through
the headset and automatically connects to a call.
If either the incoming trunk group or the agent’s extension is data-restricted, the agent
does not hear zip tone. Therefore, do not assign data-restriction to a headset user’s
extension.
It is not recommended that you use Automatic Answer with a handset or speakerphone.
The handset or speakerphone must be off-hook (handset lifted or speakerphone turned on)
all the time for the agent to hear zip tone.
If automatic answer is assigned for all calls, when a non-ACD call arrives, non-ACD
Auto-Answer agents hear Incoming Call ID tone, not ringing.

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Callmaster telephones
Calls for Callmaster digital phones and attendant stations are announced by double
tones.The tones that are doubled are zip (Auto-Answer ACD agent calls) and Incoming
Call ID (for End of VDN of Origin announcements and all other Auto-Answer calls). The
user hears part of the first tone and all of the second tone.

Agents assigned to hunt-group and ACD calls
Do not use agents for hunt-group calls and ACD split/skill calls simultaneously.
Otherwise, all of the calls from one split/skill (either ACD or hunt-group) are answered
first.
The oldest call-waiting termination is supported only for agents who are servicing ACD
calls only.

Interactions
Abbreviated Dialing
Assign Abbreviated Dialing buttons to make agent login easier. You can program
an Abbreviated Dialing button to dial access code, split number, and/or agent login
ID. With the DEFINITY (R4 or later) you can use Autodial feature buttons to
assign login and logout feature buttons.
Auto-Available Split/Skill (AAS)
An AAS cannot be administered for Timed ACW.
Bridging
ACD split/skill calls are not bridged.
Station calls are bridged and agents are able to bridge onto them. If an agent
bridges onto a call, the call is considered a non-ACD extension-in call. The agent
is not available for an ACD call unless the agent is a member of a many-forced,
one-forced, or one-per-skill MCH split/skill. The agent can put the call on hold and
become available to receive ACD calls even in non-MCH splits/skills if only
bridged appearances are active.
Call Coverage
If an ACD call routes to an agent as a result of covering to a VDN (where the VDN
is the last coverage point in the coverage path), Timed ACW applies as
administered for the VDN or split/skill.
Call Forwarding
If an ACD call routes to an agent after being call-forwarded to a VDN, Timed
ACW applies as administered for the VDN or split/skill.

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Call Pickup
When an ACD agent answers a call via Call Pickup, the call is treated as an
incoming non-ACD call. The agent can put the call on hold and become available
for additional calls.
Call Work Codes
The CWC 100-agent limit is shared with Reason Codes. Therefore, no more than
100 agents can simultaneously enter either a call work code or reason code.
CallVisor ASAI Adjunct
If a split/skill hunt group has CallVisor ASAI as the controlling adjunct, you
cannot administer Timed ACW for the split/skill. Additionally, if an ACD call is
routed to an agent in an adjunct-controlled split/skill, the agent is not placed in
Timed ACW when the call ends.
CentreVu CMS
Timed ACW is reported on CMS reports in the same way as any other ACW. CMS
gives exception notification only on ACW intervals that are longer than the
defined threshold.
Conference
If an agent receives an ACD call through a VDN and then conferences in other
agents, the agents added to the call use the Timed ACW interval associated with
the number dialed to conference them. An ACD agent on conference with more
than three parties may cause inaccurate CMS measurements.
Expert Agent Selection
When EAS is active, all ACD hunt groups are assigned as vector-controlled skills.
Agents log in using Logical Agent IDs. Skills can be preassigned to login IDs,
however, assignment on the Login ID form does not actually assign a non-AAS
login ID to the skills until the ID is logged in. When the login ID is logged in, each
skill is counted as a hunt-group member towards the system hunt-group member
limit, the per-group member limit, and each agent is counted as a logged-in ACD
agent.
Multiple Call Handling
If MCH calls are on hold at an agent’s telephone and the agent completes a call
that normally is followed by Timed ACW, the agent is not placed in ACW. If no
MCH calls are on hold, but one is alerting at the station when the Timed ACW call
completes, the agent is placed in ACW.
MCH affects when agents can enter different work modes and when calls are
delivered to agents in Manual-In or Auto-In work modes. See ‘‘Multiple Call
Handling’’ for detailed information.

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Transfer
If an agent receives an ACD call through a VDN and then transfers the call to
another agent, the second agent uses the Timed ACW interval assigned to the
number that was dialed to transfer the call.
For an EAS agent, this is the Timed ACW interval associated with his or her Direct
Agent skill. For an agent receiving a call transferred to a second VDN, this is the
VDN Timed ACW interval of the second VDN. The agent who originally
transferred the call uses the ACW associated with the VDN or split/skill that first
received the call.
VDN Override
If a VDN has VDN Override set to no and the vector routes a call to a second
VDN, the first VDN’s Timed ACW interval is used for Timed ACW. If VDN
Override is set to yes, the second VDN’s Timed ACW interval is used.
If no interval is set for the second VDN, no Timed ACW is associated with the
call.
Voice Response Integration
If an ACD call routes on a converse vector command, any VDN-Timed ACW
associated with the call is ignored for agents in the converse split/skill. However, if
the converse split/skill has an administered Timed ACW interval, the answering
agent associated with the split/skill is placed in Timed ACW when converse vector
command processing completes.

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Auto-Available Split/Skill
Auto-Available Split/Skill (AAS) allows members of an ACD split/skill to be in Auto-In
work mode continuously. An agent in Auto-In work mode becomes available for another
ACD call immediately after disconnecting from an ACD call.
Use AAS to bring ACD agents back into Auto-In work mode after a system restart.
Although not restricted to such, this feature is intended to be used for splits/skills
containing only nonhuman members — for example, recorders or voice response units
(VRUs).

Administering AAS
Table 3-5. Required forms
Form

Field

Hunt Group

AAS

Agent LoginID (EAS only)

AAS

Verify that the ACD field is set to y on the System Parameters Customer-Options screen.
If this field is not set to y, contact your Avaya Services representative.
Verify that the ACD field form is set to y on the Hunt Group.

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Detailed description
Agent login with AAS
With AAS, ACD splits/skills generally operate as usual. The major difference is in
how work modes are handled.
For splits/skills with AAS, agents are automatically logged in under the following
circumstances:
— Call Management System (CMS) completes an Agent Move request into
an Auto-Available split/skill.
— A maintenance-busied-out port, which is defined as an agent in an
Auto-Available split/skill, is released.
— The system reinitializes and requires agents to log in again.
— You administer a split/skill on the Hunt Group form as AAS = y.
— You administer an agent into an existing AAS split/skill.
Once an agent is logged into an Auto-Available split/skill, it is immediately moved
to the Auto-In work mode and subsequent requests to change out of that mode are
denied.
Agent logout with AAS
For splits/skills with AAS, agents are automatically logged out under the following
circumstances:
— CMS completes an Agent Move request out of an Auto-Available
split/skill.
— The Auto-Available agent’s port is unavailable because maintenance is
being performed.
— You administer a split/skill as AAS = n.
— You remove an agent from an existing AAS split/skill.
— Redirection on No Answer (RONA) redirects a call that the agent has not
answered after an administered number of rings.

Considerations
AAS is intended primarily for non-BX.25 and non-ASAI PBX adjuncts such as
Conversant VIS, that require extra help in getting PBX ports back online after a
restart. AUDIX is incompatible with AAS because it uses BX.25 messages to
automatically activate its ACD agent ports after a PBX restart.
Because AAS is intended for nonhuman agents, do not administer an Auto-Answer
telephone as a member of an AAS.
AAS is not intended for any agent port hardware that can change its work mode
state since a request to move to any state other than AUTO-IN is denied; however,
administration of such telephones is not blocked.

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Interactions
Auto-Answer
Do not administer an Auto-Answer telephone as a member of an AAS.
Auto-Answer was originally implemented for human agents. If a nonanalog
telephone is administered as Auto-Answer and that telephone is logged into a
split/skill, when the telephone goes on-hook, it is logged out.
Agents at analog telephones defined as Auto-Answer who are logged into a
split/skill must dial a log-out FAC to log out. If a telephone is a member of an
AAS, a log-out FAC is denied. To log the agent out, you must either remove the
agent from the split/skill when not active on a call or busy-out the physical
extension.
If an agent in an AAS with an Auto-Answer telephone goes off-hook, the
telephone is logged into any Auto-Available splits of which it is a member. To log
out of the AAS splits/skills, the agent goes on-hook, is placed in AUX work mode,
and then presses the RELEASE button on nonanalog sets or disconnects on analog
sets. Because agents are not placed immediately in Auto-In work mode, they may
place personal or emergency calls rather than answering ACD calls that may be in
queue.
CMS
For each agent, AAS notifies CMS of any login, logout, or change into the Auto-In
work mode. In a non-EAS environment, an AAS agent is identified to CMS with a
login ID equivalent to the agent’s administered extension. With EAS, the AAS
login ID and port are assigned on the Login ID form.
With CMS Move Agent, you can move a member from one AAS split/skill to
another while that member is logged in.

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Automatic Call Distribution
Automatic Call Distribution (ACD) allows incoming calls to connect automatically to
specific splits/skills. An ACD split/skill is simply a hunt group that is designed to receive
a high volume of similar calls. Calls to a specific split/skill are automatically distributed
among the agents, or hunt group members, assigned to that split/skill. Calls queue to the
split/skill until an agent is available.
An ACD agent can be a physical telephone extension, an individual attendant extension,
or, in an Expert Agent Selection (EAS) environment, an agent login ID. An agent can be
logged into multiple splits/skills. However, in a non-EAS environment, agents can be
logged into only one split if that split is administered for Multiple Call Handling (MCH).
You can assign a supervisor to each split/skill. The split/skill supervisor can listen in on
agent calls, monitor the split/skill queue status, and assist agents on ACD calls. Although
supervisors can assist agents on ACD calls, the supervisors do not normally receive ACD
calls unless they are also members of the split/skill.
If you have Call Management System (CMS) or Basic Call Management System (BCMS),
you can measure and create reports on the status of ACD agents, splits/skills, and trunks.
See ‘‘Agent Call Handling’’ and ‘‘Call Management System (Category A only)’’ or
‘‘Basic Call Management System’’ before setting up your ACD splits. See ‘‘Agent Call
Handling’’ for detail on administering agent functions and operations.

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Figure 3-1 shows a typical ACD arrangement.

Figure Notes
1. Incoming calls

13. Announcement 2

2. ACD switch

14. Intraflow (Call Coverage)

3. Trunk group 1

15. Split 2 Personal Travel (3rd choice)

4. Trunk group 2

16. Split 3 Group Travel (2nd choice)

5. Trunk group 3

17. Split 4 General Information (1st choice)

6. Trunk group 4

18. Supervisor (with Service Observing)

7. Split 1 Business Travel (10 agents)

19. Announcement

8. Split 2 Personal Travel (8 agents)

20. Disconnect

9. Split 3 Group Travel (5 agents)

21. Call Management System (CMS)

10. Split 4 General Information (15 agents)

22. Terminal

11. Queues

23. Printer

12. Announcement 1
Figure 3-1. Typical ACD arrangement

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Administering ACD
Table 3-6. Required forms
Form
Trunk Groups

Field

Incoming Destination

CO
FX
Tie
WATS
Class of Restriction

Can Be Service Observer? (optional)
Can Be Service Observed? (optional)

Attendant Console

Headset, Auto Answer

Station

Headset, Auto Answer
Button Assignments - Work-Mode, Queue Status, Call
Info

Hunt Group

All

Feature-Related
System-Parameters

Service Observing (optional)
— Service Observing Warning Tone
— Service Observing by FAC
Most Idle Agent
— MIA Across Splits/Skills
— ACW Agents on MIA List
Call Management System
— ACD Login Identification Length

Feature Access Code
(FAC)

Automatic Call Distribution page
Announcement Access Code
Service Observing Listen Only or Listen/Talk Access
Code (optional)

Announcements/
Audio Sources

All

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Trunk Group forms — In the Group Number field, assign consecutive Group
Numbers to trunk groups when you are using two or more trunk groups to support
ACD applications.
Hunt Group form — When the ACD field is set to y, complete the fields that
apply. In the AAS field, enter y to enable Auto-Available Split/Skill. See
‘‘Auto-Available Split/Skill’’ for more information.

Detailed description
For a detailed description of call distribution methods, refer to Chapter 1, ‘‘Automatic Call
Distribution (ACD) basics’’.
The following table summarizes the different call distribution methods.
WHEN agents are
available, a call arrives,
and the agent selection
method is . . .

THEN the DEFINITY
selects . . .

This distribution method
is available with. . .

Direct Department Calling

the first available agent found
in the hunt sequence.

Non-EAS

UCD-MIA

the most idle agent, without
regard to skill level.

Non-EAS, EAS, Advocate

EAD-MIA

the highest skill level, most
idle agent.

EAS, Advocate

UCD-LOA

the least occupied agent,
without regard to skill level.

EAS, Advocate

EAD-LOA

the highest skill level agent
with the lowest occupancy.

EAS, Advocate

PAD

the agent with the lowest ratio
of adjusted work time and
target allocation for the skill.

Advocate

Queuing and announcements
You create a queue for an ACD split/skill by setting Queue to y on the Hunt Group form.
When all agents are active on calls or in After-Call Work mode, the queue allows
incoming calls to wait for an idle agent. The next available agent is automatically
connected to the call in the queue.
For non-vector-controlled splits/skills, calls do not queue in the following cases:
No agents are logged in
All logged-in agents are in Auxiliary Work mode
No queue slots are available

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The caller gets a busy signal (or busy coverage, if administered) unless a call comes in via
an automatic-in central office (CO) facility. In this case, the caller hears ringback from the
CO and the system continues trying to place the call in the queue.
You can assign two announcements to each split/skill and administer a second
announcement to repeat. When an incoming call is directed to an ACD split/skill, the call
is either directed to an agent or is automatically connected to the first announcement.
Refer to DEFINITY ECS Administrator’s Guide, 555-233-506, for information on how
announcements are affected by call forwarding and call coverage.

First announcement
After a call enters a queue, the caller hears ringing and the first announcement delay
interval begins. If an agent becomes available during the first announcement delay
interval, the call is connected to the agent. Otherwise, the interval expires and the system
tries to connect the incoming call to the first announcement, with one of the following
results:
If the first announcement is available, the caller hears ringing, then the first
announcement.
If the announcement is busy and has no queue, the caller hears ringing and the first
announcement delay interval is reset. The system tries to access the announcement
again when the interval expires.
If the announcement is busy and has a queue, then:
— If the queue is full, the caller hears ringing and the first announcement
delay interval is reset. The system tries to access the announcement again
when the interval expires.
— If the queue is not full, the call enters the announcement queue and the
caller hears ringing, then the first announcement. The system then tries to
connect the call to an agent.
If the announcement is not busy, but is still unavailable, the second-announcement
delay interval begins and the system attempts to connect the call to the second
announcement.
If there is no first or second announcement, the call remains in queue until answered or
removed from the queue.

Forced first announcement
The first-announcement delay interval defines how long a call remains in queue before the
call is connected to the first announcement. If this interval is 0 seconds, the incoming call
is automatically connected to the first announcement. This is a forced first announcement
— the call is not routed to an agent until after the caller hears the first announcement.

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With a forced first announcement, the following occurs:
If a first announcement is available, the caller hears ringing and then the first
announcement. The system then tries to connect the call to an agent.
If the announcement is busy and has no queue, the system waits 10 seconds and
then tries to access the announcement.
If the announcement is busy and has a queue, then:
— If the queue is full, the system waits 10 seconds, then tries to access the
announcement.
— If the queue is not full, the call enters the announcement queue and the
caller hears ringing, then the first announcement. The system then tries to
connect the call to an agent.
If the announcement is not busy but is still unavailable (for example, it may have
been deleted), then the system tries to connect the call to an agent.
After a forced first announcement, the caller always hears ringback (or music-on-hold, if
administered) until the call is answered or is connected to a second delay announcement.
After a first or second delay announcement, the caller hears music-on-hold, if
administered.

Second announcement
After the first announcement, the second-announcement delay interval begins and the
caller hears ringing (if there is no forced first announcement), or music, if provided. If an
agent becomes available during the interval, the call is connected. Otherwise, the interval
expires and the system tries to connect the incoming call to the second announcement,
resulting in one of the following:
If the second announcement is available, the caller hears ringing or music, then the
second announcement.
If the announcement is busy and has no queue, the caller hears ringing and the
second-announcement delay interval is reset. The system tries to access the
announcement again when the interval expires.
If the announcement is busy and has a queue, then:
— If the queue is full, the caller hears ringing (only if the first announcement
has not been heard) and the second-announcement delay interval is reset.
The system tries to access the announcement again when the interval
expires.
— If the queue is not full, the call enters the announcement queue and the
caller hears ringing (only if the first announcement has not been heard),
then the second announcement. The system then connects the call to an
agent.
If the announcement is not busy but is still unavailable, the call remains in queue
until answered or removed from the queue.

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After the second announcement, the caller hears music, if provided, or silence and then:
If you administered the split/skill to repeat the second announcement, the system
tries to connect the call to the second announcement after the delay expires.
If you administered the split/skill not to repeat the second announcement, the call
remains in the queue until answered or removed from the queue.

Forced disconnect
You can connect an incoming call directly to an announcement and then disconnect the
call after the announcement has completed in one of two ways:
Administer an announcement extension as the incoming destination. The caller is
directed to the announcement and is disconnected, without being queued for a
split/skill.
Administer an announcement extension as a point in a split/skill coverage path.
Calls that have been in the queue for a long time are forced to go directly to the
announcement and are disconnected.

Announcement rules
The following rules govern announcements a caller hears:
Calls that reach a split/skill directly always hear a forced first announcement, if
assigned, regardless of subsequent call coverage, call forwarding, night service, or
busy signal processing. If these calls queue long enough, they hear first and second
announcements.
Calls that reach a split/skill via call coverage receive a second announcement only,
if administered. The assumption is that a caller has likely heard a first
announcement at the original split/skill or station before being redirected.
Calls that reach a split/skill via call forwarding receive first and second
announcements at the destination split/skill, if administered. These calls can
receive a forced first announcement at the original split/skill, if administered, but
not at the split/skill they are forwarded to.

Entering the queue
When a forced first announcement is not assigned, the system tries to connect an incoming
call to an available agent. If an agent is available, the call is connected to the agent. If all
agents are active (either on an ACD call or in ACW mode), the call enters the split/skill
queue.
If no queue is assigned, or if no queue slots are available and the incoming facility is a CO
trunk, the caller hears ringing. The system continues trying to queue the call until a queue
slot becomes available, or until the call is abandoned or an agent becomes available. When
you have administered Intraflow and Interflow with Call Coverage and Call Forwarding
All Calls, the caller hears a busy tone or the call is redirected in any of these cases:
No split/skill queue is assigned.
The queue is full.

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No agents are logged in.
All logged-in agents are in AUX work mode, and the incoming facility is a
digit-oriented facility (digits are sent to the DEFINITY as in DID, incoming wink,
or immediate tie trunks)
NOTE:
Central office trunk (non-DID) calls receive ringback from the CO, so the PBX
cannot give these callers a busy signal. The system tries to put such calls into queue
until successful or until the call is abandoned.

Priority queuing
Priority queuing allows priority calls to be queued ahead of calls with normal priority. You
can implement priority queuing in two ways:
Assign Priority Queuing to a calling party’s Class of Restriction (COR).
Assign Priority on Intraflow to an ACD split/skill. This allows calls from the
split/skill, when intraflowed into another split/skill, to be queued ahead of
nonpriority calls. For more information, see ‘‘Information Forwarding (Category
A only)’’.

Queue status indications
You can assign queue status indications on agent or supervisor telephones or consoles for
ACD calls in queue. For more information, see ‘‘Queue Status Indications’’.

Direct agent calling (Category A only)
NOTE:
Direct Agent calling requires CallVisor Adjunct-Switch Application Interface
(ASAI) or EAS. Both originating and called party Class of Restrictions (CORs)
must be set to allow Direct Agent Dialing. See ‘‘Expert Agent Selection (Category
A only)’’ for information on Direct Agent Announcements.
Direct Agent (DA) Calling is an EAS feature that lets a caller:
Contact a specific agent instead of a skill hunt group
Queue for the agent if the agent is on a call
Use Agent LoginID for callbacks and transfers
Hear systemwide Direct Agent delay announcement while holding
Follow the agent's coverage path, if the call is not answered immediately.

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Advantages of Direct Agent calling
DA calls have two important advantages:
They reduce the need to transfer callers who want or need to speak with a certain
agent, such as the agent spoken to on a previous call.
They provide more accurate reporting of calls, because CMS counts DA calls as
ACD calls. In this way, agents get proper credit for taking them. By comparison,
calls transferred to an agent are not counted as ACD calls.

How Direct Agent calling works
Direct Agent calling works as described below:
Callers can dial the agent’s Login ID as part of a DID or from auto attendant as an
extension number.
DA calls have a special ringing sound, regardless of the agent’s work state, and the
current work mode button on the agent’s telephone flashes.
If the agent is on a call, he or she can use multiple call handling to decide whether
to put the call on hold in order to take the DA call.
If the agent is available, the call is delivered according to the answering and
alerting options.
If the agent is not available, or if multiple call handling is not used, call coverage
or RONA routes the call to backup.
While on DA calls, agents are unavailable for subsequent ACD calls. If the agent
logs off by unplugging the headset, he or she can still answer a DA call in the
queue by logging back in and becoming available. Agents who have DA calls
waiting are not allowed to log off using a FAC. If the agent is in Manual In mode
or pushes the After Call Work (ACW) button while on a direct-agent call, the agent
goes to ACW mode.
Generally, direct-agent calls are queued and served in first-in, first-out order before other
calls, including priority calls. However, if you administer a skill level for Call Handling
Preference, direct-agent calls must be assigned the highest priority for them to be
delivered before other ACD calls. Otherwise, calls with a higher skill level are distributed
before direct-agent calls.
Note that you can use Multiple Call Handling (MCH) to allow agents to answer a direct
agent call with another ACD call active.
Direct-agent calls follow the receiving agent’s coverage and call forwarding paths, if these
features are administered. Once a call goes to coverage or is forwarded, the call is no
longer treated as a direct-agent call, and CMS is informed that the call has been
forwarded.

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Administering Direct Agent calling
To administer Direct Agent calling:
On the Agent LoginID form, you enter the agent’s Direct Agent Skill. It is
suggested that you use the Hunt Group form to set up a skill for all DA calls. This
skill will:
— Tell the DEFINITY system how to handle calls to the skill and
— Show report users how much time each agent has spent on DA calls.
NOTE:
Any agent who will receive direct agent calls should have at least one
non-reserve skill assigned to the agent loginID.
Add the skill to the agent's administered skills on this form.
Whenever an outside caller dials the agent's extension, the DEFINITY system looks at the
entry in that field to determine the skill for tracking call data.
On page 8 of this Feature-Related System Parameters form, you may specify:
A Direct Agent Announcement Extension that plays an announcement to Direct
Agent callers waiting in queue.
Amount of delay, in seconds, before the announcement.
You also need to administer a Class of Restriction (COR) for DA calls. COR is covered in
the next lesson. Click here to go to that topic now.
Direct Inward Dialing (DID) is administered on the Trunk Group form.
On the second page of the Hunt Group form, consider administering Multiple Call
Handling On-Request for this hunt group. This feature will enable agents to see that the
incoming call is a DA call and put their current call on hold to answer the DA call.
If there is no answer after a certain number of rings, you may use RONA to redirect the
caller to a VDN that points to a vector. You can set up the vector to provide appropriate
routing and treatment for the call.
On page 3 of the Hunt Group form, you administer messaging for the Direct Agent hunt
group.
That's all. Next, you need to assign this hunt group to agents who need to receive Direct
Agent calls.

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Considerations
Maximum number of agents
If an agent is assigned to more than one split/skill, each assignment applies to the
maximum number of agents. When computing the number of agents measured by BCMS,
count one agent as one agent regardless of the number of splits/skills that the agent will be
logged into. For CMS sizing, count one agent for each agent in each split/skill measured
by CMS; one agent logged into three splits/skills counts as three agents.
Using the Number of Agents System Capacity screen, you can view the Used, Available,
and System Limit counts.

MIA across splits/skills
MIA Across Splits/Skills distributes calls more equally to agents with multiple
splits/skills. When agents handle a call for one split/skill, they go to the back of all their
idle agent lists.
With MIA Across Splits/Skills, agents may not receive calls from all of their splits/skills.
If, for example, split 20 has a very short average agent idle time and split 22 has a very
long average agent idle time, agents with both of these skills may never become the
most-idle for skill 22 because they continuously take calls for split 20.

Announcements
Announcements can be analog, aux trunk, DS1, or integrated. Integrated announcements
use the 16-channel announcement board and queuing is based on whether one of the 16
channels is available. When a channel becomes available, any announcements on the
board can be accessed, including the announcement already being played. A caller may be
in queue for an announcement because a channel is not available, even though that
announcement is not being used. The maximum queue length for all digital
announcements is shown in the Capacities Table in the DEFINITY System Description
Pocket Reference. Queues for analog and aux trunk announcements are on a
per-announcement basis. You can also install multiple Integrated Announcement boards to
allow for more announcements.
If a delay announcement is used, answer supervision is sent to the distant office when the
caller is connected to the announcement. Charging for the call, if applicable, begins when
answer supervision is returned.

Storing and retrieving messages
Leave Word Calling messages can be stored for an ACD split/skill and retrieved by a
split/skill member, a covering user of the split/skill, or a system-wide message retriever.
The message retriever must have a telephone display and proper authorization. You can
also assign a remote Automatic Message Waiting lamp to an agent telephone to indicate
when a message has been stored for the split/skill.

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Class of Restriction
Each ACD split/skill and each individual agent is assigned a Class of Restriction (COR).
You can use Miscellaneous Restrictions to prohibit selected users from accessing certain
splits/skills. You can use Miscellaneous Restrictions or restrictions assigned through the
COR to prevent agents from being accessed individually. Unless you administer such
restrictions, each agent can be accessed individually as well as through the split/skill.
An agent with origination and termination restriction can receive ACD calls and use the
assist function. A telephone in a COR with termination restriction can receive ACD calls.
If you are using Service Observing, administer a COR for observers and agents being
observed.

Trunk groups and ACD splits
If you assign an ACD split extension as the incoming destination of a trunk group
and the split extension is later changed, you must also change the incoming
destination of the trunk group to a valid extension.
Calls incoming on a non-DID trunk group can route to an ACD split instead of to
an attendant. Calls incoming on any non-DID trunk group can have only one
primary destination; therefore, the trunk group must be dedicated to the ACD split
or a VDN.
For MEGACOM 800 Service with DNIS over a wink/wink-tie trunk, if all agents
are logged out or in AUX work mode, incoming MEGACOM calls receive a busy
signal if no coverage path is provided (unlike other automatic-in trunk groups,
which receive ringback from the central office).
CO switches usually drop calls that remain unanswered after two to three minutes.
Therefore, if an incoming CO call queues to a split without hearing an
announcement or music, and the caller hears CO ringback for two to three minutes,
the CO drops the call.

Agent considerations
Agents should not be used for hunt group calls and ACD split/skill calls
simultaneously. Otherwise, all calls from one split/skill (either ACD or hunt
group) are answered first. For example, if ACD calls are answered first, none of
the hunt-group calls are answered until all of the ACD calls are answered.
Agents with multiappearance phones can receive only one ACD call at a time
unless Multiple Call Handling is active. Without MCH, a phone is available for an
ACD call only if all call appearances are idle. The agent may, however, receive
non-ACD calls while active on an ACD call.

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Vector-controlled splits/skills
You can enhance ACD by using Call Prompting, Call Vectoring and Expert Agent
Selection. For detailed information on vector-controlled splits/skills, see the Call
Vectoring/EAS book that applies to your system. Vector-controlled splits/skills
should not be called directly via the split/skill extension (instead of via a VDN
mapped to a vector that terminates the call to a vector controlled split/skill).
However, if split/skill extensions are called, the calls do not receive any
announcements, are not forwarded or redirected to coverage, and do no
intraflow/interflow to another hunt group.
The oldest-call-waiting termination, which is available with Call Vectoring, is
supported for agents who are servicing ACD calls only.

Changing hunt groups from ACD to non-ACD
Before you change a hunt group from ACD to non-ACD, all agents in that hunt group
must be logged out. When you change a hunt group from ACD to non-ACD, the system
places all agents in that hunt group in busy state. If any phones in the hunt group have an
Auxiliary Work button, the button lamp lights. To become available for calls, the agent
presses the Auxiliary Work button or dials the Hunt Group Busy Deactivation FAC
followed by the hunt-group number.

Interactions
Attendant Call Waiting
An attendant can originate or extend a call to an ACD split. Attendant Call Waiting
cannot be used on such calls. However, such calls can enter the split queue.
Attendant Intrusion
Attendant Intrusion does not work with ACD split extensions because an ACD
extension has many agent extensions. It is not possible to determine which agent
extension to intrude upon.
Automatic Callback
Automatic Callback calls cannot be activated toward an ACD split/skill.
Call Coverage
Calls can redirect to or from an ACD split/skill. A vector-controlled split/skill
cannot be assigned a coverage path.
For a call to an ACD split/skill to be redirected to call coverage on the Busy
coverage criterion, one of the following conditions must exist:
— All agents in the split/skill are active on at least one call appearance and the
queue, if there is one, is full.
— No agents are logged in.
— All agents are in Auxiliary Work mode.

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If the queue is not full, a call enters the queue when at least one agent is on an
ACD call or in ACW mode. Queued calls remain in queue until the Coverage
Don’t Answer Interval expires before redirecting to coverage. If any split/skill
agent becomes available, the call is directed to the agent.
Calls that redirect on the Don’t Answer coverage criterion are reported to
BCMS/CMS as intraflowed calls.
If a call is queued for an ACD split/skill and redirects via Call Coverage directly to
an announcement, the call is dropped after the announcement.
Calls to a split/skill that are directed to an agent do not follow the agent’s call
coverage path. If an agent activates Send All Calls it does not affect the
distribution of ACD calls. An ACD split/skill call directed to an agent station
follows the split/skill call coverage path, once the agent’s Don’t Answer interval is
met.
Call Forwarding All Calls
Call Forwarding All Calls activated for an individual extension does not affect the
extension’s ACD functions.
When activated for the split/skill extension, calls directed to the split/skill are
forwarded from the split/skill. Calls receive no announcements associated with
that split/skill (other than a forced first announcement, if administered). The
system reports to BCMS/CMS that calls are queued on the split/skill. The system
reports to CMS when the call is removed from the queue and forwarded.
Calls can be forwarded to an off-premises destination to activate Intraflow and
Interflow. See ‘‘Intraflow and Interflow’’ in this book for more information.
Data Call Setup
Telephone or data terminal dialing can be used on calls to or from a member of an
ACD split/skill.
Data Restriction
If the trunk group used for an ACD call has data restriction activated, agents with
Automatic Answer activated do not hear the usual zip tone.
DCS (Category A only)
CMS cannot measure ACD splits/skills on a DCS network as if they were one
switch. Agents for a split/skill must be all on the same switch. If a call to an ACD
split/skill is forwarded to a split/skill at another DCS node, the caller does not hear
the forced first announcement at the second split/skill.
If an ACD split/skill is in night service, with a split/skill at second DCS node as the
night service destination, a call to the first split/skill is connected to the second
split/skill’s first forced announcement.
Dial Intercom
An agent with origination and termination restriction can receive ACD calls and
can make and receive dial intercom calls.

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Hold
If an agent puts an ACD call on hold, information is reported to the CMS via
Personal Call Tracking. CMS records the amount of time the agent actually talks
on the call.
Individual Attendant Access
Individual attendant extensions can be assigned to ACD splits. Unlike telephone
users, individual attendants can answer ACD calls as long as there is an idle call
appearance and no other ACD call is on the console.
Internal Automatic Answer (IAA)
Internal calls directed to an ACD split/skill are eligible for IAA. You cannot
administer IAA and ACD Automatic Answer simultaneously on the same station.
Intraflow and Interflow
Intraflow and Interflow, when used with Call Forwarding All Calls or Call
Coverage, allows splits/skills to be redirected to other destinations on and outside
the system. For more information, see ‘‘Intraflow and Interflow’’.
Multiappearance Preselection and Preference
All assigned call appearances must be idle before an ACD call is directed to a
phone.
Night Service – Hunt Group
When Hunt Group Night Service is activated for a split/skill and the night-service
destination is a hunt group, a caller hears the first forced announcement at the
original split/skill. The call is redirected to the night-service destination hunt
group. If all agents in the hunt group are busy, the caller hears whatever you have
assigned.
Terminating Extension Group
A TEG cannot be a member of an ACD split/skill.
Transfer
Calls cannot be transferred to a busy split/skill. The transfer fails and the agent
transferring the call is re-connected to the call. If an agent presses the Transfer
button, dials the hunt-group extension number, and then disconnects while the
split/skill is busy, the call is disconnected.
Phone Display
For calls dialed directly to an ACD split/skill extension, the identity of both the
calling party and ACD split/skill are shown on the phone display.

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Basic Call Management System
Basic Call Management System (BCMS) provides real-time and historical reports to assist
you in managing agents, ACD splits/skills (hunt groups), VDNs, and trunk groups. You
can display BCMS reports on the Management Terminal or print them on the printer
associated with the Management Terminal. In addition, you can schedule historical reports
to print on the system printer.
BCMS provides the following reports:
Real Time Reports
— Split/Skill Status
— System Status
— VDN Status
Historical Reports
— Agent
— Agent Summary
— Split/Skill
— Split/Skill Summary
— Trunk Group
— Trunk Group Summary
— VDN
— VDN Summary
For a detailed description of BCMS and the reports it provides, see the DEFINITY ECS
Basic Call Management System (BCMS) Operations, 555-230-706.

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Administering BCMS
Table 3-7. Required forms
Form
System Parameters
Customer-Options

Field

BCMS
BCMS Service Level
ACD
BCMS/VuStats Login ID

Agent LoginID

When BCMS is being used with EAS, complete all
fields for each agent

BCMS/VuStats Login ID

When BCMS is being used without EAS, enter a
Login ID and Name for each agent.

Feature-Related System
Parameters

BCMS Parameters
BCMS/VuStats Measurement Interval
ACD Login Identification Length
BCMS/VuStats Abandoned Call Timer
System Printer Extension
Lines Per Page

Hunt Groups

Measured
Acceptable Service Level

Trunk Groups

Measured

Vector Directory Number
(VDN)

Measured
Acceptable Service Level

All agents should log off before any changes are made to the BCMS/VuStats Login ID
form.
Measurements can be turned off for a split/skill while agents are logged in, but agents
must be logged off to start measurements for a split/skill.

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Interactions
For information about how BCMS records redirected and conferenced calls, see
DEFINITY ECS Basic Call Management System (BCMS) Operations, 555-230-706.
Move Agents From CMS
If agents are moved from one split/skill to another split/skill via CMS/Supervisor,
measurements are stopped for the agent’s “from” split/skill and started for the
agent’s “to” split/skill.
If an attempt is made to move an agent from a non-BCMS-measured split/skill to a
measured BCMS split/skill via CMS/Supervisor, and the move would exceed the
maximum number of measured agents, the switch rejects the move. Otherwise,
internal BCMS measurements are started for the agent. If the an agent is moved
from a split/skill that is measured by BCMS to a split/skill that is not measured by
BCMS via CMS/Supervisor, then internal measurements for the agent stop.
Night Service
When night service is activated for a split/skill, new calls go to the alternate
destination. BCMS does not record these calls as OUTFLOW. If the destination is
a measured split/skill, BCMS treats the calls as new incoming calls (that is, BCMS
does not record them as INFLOW).
System Measurements
The system can produce BCMS reports, adjunct CMS reports, and switch traffic
measurements simultaneously.
BCMS measurements are not determined in the same way as trunk group and hunt
group measurements although some of the information is similar. Therefore, the
two reports may represent data differently.
Table 3-8. System capacity
R8 and
R9csi/si

R8 and R9r

1001

Maximum BCMS terminals

Maximum active maintenance commands for system

Maximum BCMS terminals in monitor mode at same
time2

Maximum agents displays by Monitor BCMS
Split/Skill command

The Monitor split/skill command will only display status for the first 100 agents
logged into the split/skill regardless of how many additional agents log in to the
split/skill.
BCMS monitoring, being a maintenance command, is limited by the active
maintenance commands limit, reduced by 2 in the “r” system configuration
(since 2 active command slots are reserved for the INADs and SAT logins
respectively).

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Best Service Routing (Category A
only)
To help you maximize productivity across a network of call centers, DEFINITY ECS
gives you three ways to route calls between centers:
Interflow–DEFINITY ECS gives you simple ways to unconditionally route—or
interflow—calls from one switch to another. For information on unconditionally
interflowing calls from splits/skills that are not vector controlled, see ‘‘Information
Forwarding (Category A only)’’. For information on unconditionally interflowing
calls from vector-controlled splits/skills, see ‘‘Look-Ahead Interflow (Category A
only)’’.
Look–Ahead Interflow (LAI)–LAI gives you more control over the interflow
process. You can set conditions on a switch to specify when calls should be
interflowed to other locations. You can also set conditions on a switch to specify
when interflow attempts from other switches will be accepted and when they won’t
be. For information on using LAI, see ‘‘Look-Ahead Interflow (Category A
only)’’.
Network Call Redirection (NCR)–NCR offers a call transfer method between
sites on a public network that creates a Virtual Private Network (VPN) and cuts
public network costs. NCR is a DEFINITY ECS feature available with DEFINITY
ECS R8.3 and newer releases.
Call redirection using NCR is accomplished by using either the public network’s
Explicit Network Call Transfer (ENCT) or Network Call Deflection (NCD)
options. For NCD, there are two operations that can be used for call redirection:
“retain call until alerting/connect” or “clear call upon invocation.” Options will be
limited based on what the local PSTN service provider allows. For example, in the
United States, only ENCT is allowed, whereas in Western Europe, only the NCD
“clear call upon invocation” option is available. Currently, the NCD “retain call
until alerting/connect” option is not available.
For additional information on using NCR, see “Network Call Redirection (NCR)”.
Best Service Routing (BSR) allows DEFINITY ECS to compare specified splits/skills,
identify the split/skill that will provide the best service to a call, and deliver the call to that
resource. If no agents are currently available in that split/skill, the call is queued. To
respond to changing conditions and operate more efficiently, BSR monitors the status of
the specified resources and adjusts call processing and routing as appropriate.
BSR is available in single and multi-site versions. Single-site BSR compares splits/skills
on the DEFINITY ECS where it resides to find the best resource to service a call.
Multi-site BSR extends this capability across a network of DEFINITY switches,
comparing local splits/skills, remote splits/skills, or both, and routing calls to the resource
that will provide the best service.
Best Service Routing is summarized in this chapter. For complete information on how to
get the most from BSR, see “Best Service Routing” in the DEFINITY ECS Call
Vectoring/EAS Guide, 555-230-521.

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Benefits of BSR
Both single- and multi-site BSR intelligently compare specific resources to find the one
that can best service a call. In addition, multi-site BSR allows you to integrate a network
of call centers for better load balancing and optimal agent utilization. Depending on your
specific application, BSR can yield a variety of other benefits as shown below.
Table 3-9. Benefits of BSR
You can benefit by…
Improved customer satisfaction

As a result of…

Lower average speed of answer (ASA), thus more calls
handled1
Greater probability that expert agents will be available for a
specific call type (for centers with EAS)
Lower abandonment rate
By balancing the load between locations in a network, BSR
reduces extremes in wait times between the locations.

Increased revenue

Lower average speed of answer (ASA), thus more calls
handled
Lower abandonment rate
Lower network cost
Greater probability that high-revenue generating agents will
be available for a specific call type (for centers with Expert
Agent Selection)

Improved productivity

Increased agent occupancy rates
Improve your service without adding staff, or reduce staff
while maintaining your current level of service.
Faster delivery of interflowed calls
Agents at one location in a network are less likely to sit idle
while calls wait in queue at another location.

Increased operating flexibility,
easier staffing and scheduling

Larger pool of agents available to take calls in a split/skill

Improved service levels

Lower average speed of answer (ASA), thus more calls
handled

Increased performance

Less messaging and processing required per call

Spikes in call volume at a single call center can be
distributed across all centers. Temporarily understaffed
centers can be supported by the other centers in the network.

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Table 3-9. Benefits of BSR — Continued
You can benefit by…
Operating separate sites as an
integrated “virtual call center”

As a result of…

DEFINITY ECS ability to compare resources and queue a
call to the best one
DEFINITY ECS enhanced information forwarding
capabilities
Continued on next page

A location’s ASA may be low because the location is underutilized and agents are frequently sitting
idle. When BSR is implemented at such a location, ASA may rise because of the rise in incoming
call volume.

Before you start using BSR
For single-site BSR applications, your switch must meet the requirements shown below
(except for LAI). To use multi-site BSR applications, both the switches involved and the
network connecting them must meet all the requirements described in this section.

! CAUTION:
To ensure your network meets the requirements for BSR support presented below,
contact your Account Executive about BSR network certification.

Switch requirements for BSR
Your switch has to meet all of the requirements shown below to support Best Service
Routing. Check the settings shown below before you try to use BSR.
Table 3-10. Requirements to use BSR
Form

Page

Field

Must be set to…

Software Version

Memory Resident

G3V6i.03, G3V6r.03,
or higher

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Table 3-10. Requirements to use BSR — Continued
Form

Page

Field

Must be set to…

SystemParameters CustomerOptions1

G3 Version

V6 or higher

ISDN-BRI Trunks?

ISDN-PRI Trunks?

Vectoring (G3V4 Advanced
Routing)

Vectoring (Best Service
Routing)

Lookahead Interflow (LAI)2

Adjunct CMS Release

R3V6 or higher,
or left blank

Feature-Related System
Parameters

Continued on next page
1.
2.

ISDN connectivity is only necessary if you want to use multi-site BSR. One or both of
these fields must be set to “Y.” Multi-site BSR operates over both BRI and PRI trunks.
Look-Ahead Interflow is only necessary if you want to use multi-site BSR. For status poll
and interflow calls used in multi-site BSR applications, set up trunks as you would for
LAI. See ‘‘Look-Ahead Interflow (Category A only)’’, for more information.
Information Forwarding is not required for polling calls.

NOTE:
If you begin using BSR and then decide to turn it off, you will not be able to set
Vectoring (Best Service Routing) to n until you remove all BSR commands from
vectors.

Network requirements for BSR
To support BSR, networks must meet both the criteria for LAI call control operation over
switched networks (see ‘‘‘Look-Ahead Interflow (Category A only)’’) and the following
criteria:
The network must support end-to-end transport of codeset 0 user data, either as a
User-to-User Information Element (UUI IE) or by QSIG Manufacturer Specific
Information (MSI IE), in the ISDN SETUP and DISCONNECT messages. The
network must also allow User-to-User Information Elements to be transported in
the first call-clearing message prior to answer, while a call is still in the “call
proceeding” state. (For more information, see ‘‘Information Forwarding (Category
A only)’’.)
With BSR poll calls, the information is forwarded back in the DISCONNECT
message. In this case the network must support forwarding of UUI in the first call
clearing message prior to the active state (i.e., while still in the call proceeding
state).

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Private networks can be configured for either QSIG (transport via MSI packaged
in a codeset 0 Facility IE) or non-QSIG (transport via a codeset 0 UUI IE).
Currently, public networks do not support QSIG and user data can only be
transported via the UUI IE when supported by the network. Future public network
offerings may support QSIG, possibly by Virtual Private Network.
DEFINITY ECS must support the ISDN country protocol.
The network byte limit for user information contents (the user data portion) must
be large enough to carry the data needed for the customer application.
NOTE:
Some public network providers may require service activation and/or fees
for user information transport.
Response time for ISDN signaling should be fast enough that an entire consider
series can execute within a single ring cycle.
Enhanced information forwarding has been tested with several major carriers. To find out
if these capabilities work with your carrier, check with your account team for the most
current information.
If testing has not been done to verify operation over the public networks involved with the
preferred specific configuration, use of private ISDN trunking between the nodes should
be assumed until successful testing has been completed.

Administering BSR
BSR administration varies, depending on whether your switch is configured for single- or
multi-site BSR.

Singe-site BSR
Table 3-11.

Required forms

Form
System Parameters
Customer-Options

Field

G3 Version
Vectoring (G3V4 Advanced Routing)
Vectoring (Best Service Routing)

Feature-Related System
Parameters

Adjunct CMS Release

VDN

BSR Available Agent Strategy

Call Vector

Complete a form for each vector that uses BSR
commands

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Multi-site BSR

Table 3-12. Required forms
Form
System Parameters
Customer-Options

Field

G3 Version
Vectoring (Best Service Routing)
Vectoring (G3V4 Advanced Routing)
Lookahead Interflow (LAI)

Feature-Related System
Parameters

Adjunct CMS Release

Trunk Group (ISDN-BRI)1

Outgoing Display
Supplementary Service Protocol
UUI Treatment

Trunk Group (ISDN-PRI)

Outgoing Display
Supplementary Service Protocol
UUI Treatment

Best Service Routing
Application Plan

Complete one form for each BSR application

VDN

BSR Application
BSR Available Agent Strategy

Call Vector

Complete a form for each vector (primary, status poll
and interflow vectors) in a BSR application

Settings in the fields Codeset to Send TCM, Lookahead and Send Codeset 6/7 LAI IE?
on the ISDN trunk forms do not affect BSR.

Multi-site BSR requires that Look-Ahead Interflow (LAI) be enabled. See
‘‘Administering LAI’’ for a list of required forms and fields. Since BSR can forward
information such as VDN name, in-VDN time, and collected digits with interflowed calls,
also see ‘‘‘Administering User-to-User Information transport’’ for instructions.

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Detailed description
To use Best Service Routing on a single switch, you simply use special commands and
command elements that are part of the DEFINITY call vectoring language. As a result,
BSR for a single location can be easily added to existing vectors without modifying other
parts of the DEFINITY.
Multi-site applications work similarly, but additional administration is required. Since
steps in a multi-site BSR vector will contact one or more remote locations, you need to
define these locations, tell the DEFINITY how to contact each one, and set up VDNs and
vectors to handle communications between the sending switch and each remote switch.
Three VDN/vector pairs must be used in every multi-site BSR application. The Primary
VDN/vector pair, on the sending switch, contacts the specified remote switches, collects
information, compares the information, and delivers or queues the call to the resource that
is likely to provide the best service. Two VDN/vector pairs are needed on each remote
switch. A Status Poll VDN/vector pair provides information about the best resource at its
location in response to inquiries from BSR applications on other switches. Finally, an
Interflow VDN/vector pair is needed to receive and process the calls interflowed from
BSR applications on other switches.

Call surplus situations
Every BSR application compares a set of predetermined resources (splits/skills) and
selects the “best” resource to service the call. In a call surplus situation (no agents
available), the best resource is the split/skill with the lowest Expected Wait Time (EWT).
For purposes of calculating the best resource in a call surplus situation, BSR allows you to
adjust the EWT figure for any split/skill. The actual EWT for calls in queue isn’t changed,
of course; only the figure used in the calculations performed by the BSR feature is
changed. You don’t have to enter adjustments, but the ability to adjust the EWT for
splits/skills allows you to program preferences in vectors. Because of agent expertise, for
example, or the availability or cost of tie trunks, you might prefer that some resources not
service a call unless doing so significantly decreases the call’s time in queue.
Effective with DEFINITY ECS Release 9, it is possible for you to make adjustments to
agent availability using the consider step. See the Agent selection adjustments - Release 9
and newer section below for more information.

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Agent surplus situations
In an agent surplus situation (one or more agents available to take incoming calls), BSR
will deliver a new call according to the BSR Available Agent Strategy specified on the
VDN form. The “best” resource will be the split/skill that meets the criteria defined by the
strategy you’ve chosen for that VDN. BSR can use any of the five strategies shown in the
table below to select an agent when agents are available.

Table 3-13. BSR available agent strategies
If BSR Available Agent
Strategy is set to…

The call will be delivered to…

1st-found

the first available agent. BSR will not consider any other
resources as soon as it finds an available agent.

ucd-mia

the resource with an agent who has been idle the longest. BSR
will compare all the splits/skills specified in the vector before
delivering the call.

ead-mia

the resource with an agent with the highest skill level relevant to
the call who has been idle the longest. BSR will compare all the
splits/skills specified in the vector before delivering the call.

ucd-loa

the resource with an least-occupied agent. BSR will compare all
the splits/skills specified in the vector before delivering the call.

ead-loa

the resource with an agent with the highest skill level relevant to
the call who is the least occupied. BSR will compare all the
splits/skills specified in the vector before delivering the call.

For more information on LOA, see ‘‘Automatic Call Distribution’’ or the CentreVu
Advocate User Guide, 585-215-953. LOA is available with the Release 9 (and newer) Call
Center Elite package.
When agents are available in one or more of the specified resources, BSR does not
consider resources (local or remote) that return an EWT (call queue/call surplus situation)
in selecting the best place to send the call.
NOTE:
The BSR Available Agent Strategy assigned to a VDN should match the agent
selection method used in the splits/skills considered by a BSR application.

Agent selection adjustments - Release 9 and newer
With the DEFINITY ECS Release 9 and newer releases, an option has been provided to
have the BSR adjust-by value apply in the agent surplus (agents available) situation. This
adjustment provides the ability to use the consider step adjustment value to prioritize
(handicap) agent resources when agents are available.

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When the adjustment is used, the consider step uses the following syntax:
consider split/location adjust-by x
DEFINITY applies the agent adjustment in the same manner as the calls in queue/call
surplus (lowest EWT) situation.
To select an adjustment, think in terms of reducing the importance of a resource/site and in
relative percentage — the higher the adjustment, the less desirable it is to pick that
agent/site. So, if x = 30, then the agent/site is 30% less desirable.
The available agent adjustment applies to the UCD-MIA, UCD-LOA, EAD-MIA, and
EAD-LOA call distribution methods. For the most idle agent distribution methods, the
adjust-by lowers the idle time value returned by the agent/site. For the least occupied
agent distribution methods, the adjust-by raises the returned occupancy level of the
agent/site. In either case, with EAD, the MIA or LOA is used as a tie breaker if more than
one site has an agent available with the same highest skill level.
The same adjust-by value in the consider step applies to both agent surplus and call
surplus situations.

Vector commands for single-site BSR
The following table shows the vector commands and command elements used in
single-site BSR applications.
Table 3-14. Vector commands and usage for single-site BSR
Commands and command elements

Use this …

Commands

consider split/skill

to obtain the Expected Wait Time or agent data needed to
identify the best local resource. One consider step must be
written for each split/skill you want to check.1

queue-to

with the best keyword to queue calls to the best resource
identified by the consider sequence.

check

with the best keyword to queue calls to the best resource
identified by the consider sequence if the resource meets certain
conditions.

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Table 3-14. Vector commands and usage for single-site BSR — Continued
Commands and command elements

Use this …

Key word

best

in queue-to, check, and goto commands that refer to the resource
identified as best by a series of consider steps

Conditional

wait-improved

to prevent calls from being queued to an additional split/skill
when the reduction in Expected Wait Time isn’t enough to be
useful. “Wait improved” means that a call’s EWT must be
improved by a specific amount (a figure you specify in seconds)
over its current EWT or DEFINITY ECS won’t queue it to the
additional split/skill.

User adjustment

adjust-by

to specify your preferences for the splits/skills that might handle
the calls for a particular application, reflecting factors such as
agent expertise or reducing calls to a backup split/skill. When a
vector considers a local resource you can make the selection of
that split/skill less desirable. The higher the setting, the less
chance that resource will be selected over another with a lower
setting (for example, set to 30 makes that choice 30% less
desirable). With EWT returned, the setting increases the returned
expected wait time for comparison with other returned EWTs.
As a result, this split/skill is less likely to service the call unless
its EWT is significantly less than that of any other available
split/skill.
Optionally, the adjust-by setting applies in the available agent
case. If you are using the UCD-MIA or EAD-MIA available
agent strategy, the setting decreases the returned agent idle time,
making the agent appear less idle (busier). If you are using the
UCD-LOA or EAD-LOA available agent strategy, the setting
increases the returned agent occupancy, making the agent appear
more occupied (busier). In either case with EAD, the MIA or the
LOA is used as a tie breaker if more than one site has an agent
available with the same highest skill level.

Continued on next page
1.

Since the consider command is designed to compare two or more resources, consider commands
are typically written in sequences of two or more with the sequence terminating in a queue-to best
step. This set of consider commands and a queue-to best step is called a consider series.

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Vector commands for multi-site BSR
The following table summarizes the vector commands and command elements that
support multi-site BSR applications.
Table 3-15. Vector commands and usage for multi-site BSR
Commands and command
elements
Commands

Use this…

consider split/skill

to obtain the Expected Wait Time or agent data needed to identify the
best local resource. One consider step must be written for each
split/skill you want to check.1

consider location

to obtain the Expected Wait Time or agent data needed to identify the
best resource at a remote switch. One consider step must be written for
each location you want to check. Routing information is obtained from
the BSR Application plan for the active VDN.

reply-best

to return data to another switch in response to a status poll

queue-to

with the best keyword to queue calls to the best resource identified by
the consider sequence.

check

with the best keyword to queue calls to the best resource identified by
the consider sequence if the resource meets certain conditions.

Key word

best

in queue-to, check, and goto commands that refer to the resource
identified as best by a series of consider steps

Conditional

wait-improved

to prevent calls from being queued to an additional split/skill—local or
remote—when the reduction in Expected Wait Time isn’t enough to be
useful. “Wait improved” means that a call’s EWT must be improved by
a specific amount (a figure you specify in seconds) over its current
EWT or DEFINITY ECS won’t queue it to the additional split/skill.

User
adjustment

adjust-by

to control long-distance costs and limit trunk usage, reflecting factors
such as availability of the trunks or agent expertise at remote locations.
When a vector polls a local or remote resource, you can make the
selection of that site less desirable. The higher the setting, the less
chance that resource will be selected over another with a lower setting.
With EWT returned, the setting increases the returned expected wait
time for comparison with other returned EWTs.
Optionally, the adjust-by setting applies in the available agent case. If
you are using the UCD-MIA or EAD-MIA available agent strategy, the
setting decreases the returned agent idle time, making the agent appear
less idle (busier). If you are using the UCD-LOA or EAD-LOA
available agent strategy, the setting increases the returned agent
occupancy, making the agent appear more occupied (busier). In either
case with EAD, the MIA or the LOA is used as a tie breaker if more
than one site has an agent available with the same highest skill level.

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Considerations
If one or more of the resources considered have an available agent, the resources
with EWT are ignored. This is the “agent surplus” situation.
If the available agent strategy (assigned to the active VDN) is 1st-found, the
adjust-by is ignored and the first consider with an available agent is used for the
queue-to best.
If the available agent strategy is UCD-MIA, EAD-MIA, UCD-LOA, or EAD-LOA
and there is more than one consider step with an available agent, then adjust-by is
applied as part of the algorithm to select the “best” of the possible choices.

Interactions
Agent Telephone Display
If collected digits are forwarded with an interflowed call, the forwarded digits are
displayed on the answering agent’s telephone display (unless they’re overridden
with newly collected digits).
Best Service Routing (BSR)/LAI
Restrictions and interactions that apply to LAI also apply to BSR status poll and
interflow calls. See the DEFINITY Call Vectoring/EAS Guide, 555-230-521, or
‘‘Look-Ahead Interflow (Category A only)’’ for more information.
BCMS
BCMS does not report accumulated in-VDN time.
BCMS does not log LAI attempts and therefore will not log BSR status polls,
which are treated as LAI attempts.
Call Vectoring
The following considerations apply to ALL vectors when BSR is enabled on your
switch.

route-to VDN: If a call is routed to a new VDN, any “best” resource data defined
by a series of consider steps in the previous VDN will be initialized (cleared)
goto vector: If a goto vector command is executed, any “best” resource data
produced by a series of consider steps in the original VDN will remain with
the call and can be used in the subsequent vector.
best keyword: The best keyword cannot be used as a replacement for split/skill
in the following vector commands:
— converse-on split/skill
— messaging split/skill

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The best keyword can be used in the following commands, but only with the
conditionals listed:
— goto step or goto vector commands using the expected-wait or
wait-improved conditionals
— check commands using the using the unconditional, expected-wait, or
wait-improved conditionals

Consider command: Don’t use other commands within a series of consider
steps, since these may delay the execution of the series.
Splits/skills used in consider commands must be vector controlled.

Converse command: Collected digits forwarded with the call will be passed to
VRU via the "digits" data passing type.
Direct Department Calling
BSR will function when the considered splits use DDC call distribution. Once the
best resource is determined, the actual call distribution will follow the split’s DDC
setting regardless of the BSR Available Agent Strategy. DDC may not be used as a
BSR Available Agent Strategy.
Distributed Networking via QSIG - Manufacturers Specific Information (MSI)
BSR will not function with systems from other vendors (unless that vendor
develops a corresponding capability that works with DEFINITY ECS).
Expert Agent Selection
EAS is required to use the EAD-MIA or EAD-LOA Available Agent Strategy.
EAS VDN skills (1st, 2nd, 3rd) can be used in consider skill commands.
Facility Restriction Levels
The FRL applies to status poll and interflow calls in the same way it works with
the route-to number command.
ISDN
Best Service Routing and globally supported information transport are fully
functional over ISDN PRI or ISDN BRI trunking facilities.
NOTE:
ATM trunking and IP trunking can be set up to emulate ISDN PRI. For
information on setting this up, see the DEFINITY ECS Administration for
Network Connectivity, 555-233-504, and the DEFINITY ECS ATM
Installation, Upgrades and Administration, 555-233-124, documents.

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Look Ahead Routing (LAR)
Look Ahead Routing (LAR) and BSR are incompatible.
If a trunk is not available at the site being polled, an alternative route (as a
secondary route via an ARS pattern) can be used to poll, assuming there is a
secondary route available that supports transporting shared UUI in the DISconnect
message. This does not use LAR. If no route is available for polling when a
consider location step is executed, then BSR processing handles the situation and
after a period of 30 seconds, subsequent calls will try to poll that location again.
The use of alternative routes for polling only works if there are alterative routes for
the interflow path, regardless of whether LAR or BSR is in use.
Multi-Split/Skill Queuing
A call may be queued up to 3 times by queue-to or check commands in the same
vector. One vector may therefore contain up to 3 series of consider steps. Each
series must be followed by a queue-to best step. Each consider series will select the
best remote resource from the options you specify and queue the call to that
resource.
BSR can only queue simultaneously on the origin switch. BSR gives up control of
a call once it queues the call at a remote resource.
Network Access
BSR operates over public, private, or virtual private (for example, SDN)
ISDN-BRI and -PRI networks that meet the criteria explained in ‘‘Network
requirements for BSR’’. Best Service Routing requires that the network support
transport of user-to-user data via MSI or UUI as a codeset 0 Information Element.
The numbers administered on the BSR Application Plan form are expected to
access VDNs via ISDN trunks.
Administration or call processing will not prevent access to other types of routing
numbers, but BSR is only intended to support the types of applications described
in this section. Attempts to use the BSR feature for any other purposes may not
work.
Operating Support System Interface (OSSI)
The new administration commands, conditionals, keywords and forms are
available via OSSI.
Path Replacement for QSIG/DCS ISDN Calls
Path replacement, using QSIG, for calls in queue and vector processing is
available with DEFINITY R9.5 and newer releases. For calls that are waiting in
queue or in vector processing, even if the call is not connected to an answering
user, path replacement can be attempted to find a more optimal path for this call.
This results in more efficient use of the trunk facilities.
For the DEFINITY R9.5 and newer releases, the QSIG ISDN or DCS ISDN trunk
path-replacement operation can be triggered for ACD calls by the Look-Ahead
Interflow route-to number vector step, BSR queue-to best vector step, and the
Adjunct Routing vector steps.

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See the DEFINITY ECS Call Vectoring/EAS Guide, 555-230-521, for additional
information on path replacement.
QSIG
LAI, BSR, and information forwarding function over QSIG trunk facilities if the
remote locations are the DEFINITY systems. BSR and information forwarding
require the DEFINITY R6.3 or later switch software.
Redirection on No Answer (RONA)
Calls redirected to a VDN by RONA can be subsequently processed and BSR or
LAI applications. When the RONA feature redirects a call to a VDN, any best
resource data defined in a previous vector will be initialized (cleared).
Service Observing
You can observe a call in BSR or LAI processing as long as the call is still
connected through the local DEFINITY ECS. All current restrictions on Service
Observing still apply.
Transfer
If a call is transferred to a VDN, any best resource data defined in previous vector
processing will be initialized (cleared). In fact, transferred calls do not forward any
of the information that is forwarded with interflows (previously collected digits,
In-VDN time, etc.).
Trunk Access Code (TAC)
Use of routing numbers (status poll or interflow) that utilize TACs is not
recommended since the required in-band outpulsing slows the setup operation
significantly.
VDN Override
VDN Override applies to the BSR Application Number and the Available Agent
Strategy option assigned on the VDN form. It also applies to the VDN name
forwarded via Information Forwarding. When a consider step is executed, the
application number and available agent strategy assigned to the active VDN for the
call will be used.
VDN Return Destination
The best resource data for a call is initialized when the call first leaves vector
processing and therefore will not be available should the call return to vector
processing.
VuStats
No enhancements have been added for BSR.

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Call Management System (Category
A only)
Call Management System (CMS) allows you to collect and monitor ACD facilities and
personnel. You can create reports on the status of agents, splits/skills, trunks, vectors, and
vector directory numbers. You can view and store historical CMS reports, view real-time
reports, and view integrated reports at a terminal or PC.
Unlike Basic Call Management System (BCMS), the CMS resides on an adjunct computer
that connects to the switch via a data link. See Figure 3-1 on page 3-27 for a typical ACD
CMS configuration.

Administering the DEFINITY-to-CMS interface
For detailed information on administering the interface between the DEFINITY and the
CMS, refer to CentreVu CMS Switch Connections and Administration, 585-215-876.
Table 3-16. Required forms
Form
Feature-Related System Parameters

Field

Adjunct CMS Release
Automatic Call Distribution
ACD Log-in Identification Length
Minimum Agent Login ID
Password Length

Processor Interface Data Module (R5si and
later configurations only)

All (for one CMS link)

Processor/Trunk Data Module (PDM)

All (for one CMS link)

X.25 Data Module (R5r and later
configurations only)

All (for one CMS link)

Processor Channel Assignment

All (for one CMS link)

Interface Links

All (for one CMS link)

Hunt Group

Measured

Trunk Group (All)

Measured

Vector Directory Number (VDN)

Measured

Packet Gateway Board (PGATE) (R5r and
later configurations only)

All

Considerations
CMS measurements may be inaccurate on calls to splits that intraflow to the
attendant group.
IP Trunk Groups and ATM Trunk Groups

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IP trunk groups and ATM trunk groups are available with DEFINITY Release 8.
To include measurement of the IP and ATM trunk group activity in CMS reports,
you must have CentreVu CMS R3V8 or newer.
When an IP trunk group is set up on the DEFINITY, the Measured option on the
Trunk Group form must be set to external (CMS) or both (CMS and BCMS) in
order for CMS to receive the data from the DEFINITY.
External IP trunk number identifier (Port ID) information is sent from the
DEFINITY to the CMS. Two types of messages can send information about single
trunk group members and about status changes (from measured to unmeasured, or
from unmeasured to measured via CMS) of trunk group members.
When IP trunk groups are administered on the switch, the cabinet location of the
associated CLan board is determined for each IP trunk group member. When
message information is reported to the CMS, the location-id is copied into the
message.
On the DEFINITY ECS R8i and newer, this is straightforward as a number
in the range of 1 through 400 will fit in the circuit field of the messages
sent to CMS. The result is that an IP trunk member with a port-id of
T00001 will be displayed on CMS as 00000001. Similarly, an IP trunk
member with port-id of T00400 will be displayed on CMS as 0000400.
On the DEFINITY ECS R8r, forwarding IP trunk member port-ids to the
CMS requires that the circuit field accommodate a number in the range of 1
to 511. To report an IP trunk member number in the range of 1 to 5000
requires the use of the slot field in the message in addition to the circuit
field. In order to correlate IP trunk member port IDs on the switch and
CMS, use the following table
Table 3-17. IP trunk member port ID
Switch representation

CMS representation

T00001 through 100499

0000001 through 0000499

T00500 through T00999

0001000 through 0001499

T01000 through T01499

0002000 through 0002499

T01500 through T01999

0003000 through 0003499

T02000 through T02499

0004000 through 0004499

T02500 through T02999

0005000 through 0005499

T03000 through T03499

0006000 through 0006499

T03500 through T03999

0007000 through 0007499

T04000

0008000

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Call Prompting
See your system Call Vectoring/EAS Guide for a detailed description of Call Prompting
and its uses. The guide contains information that is critical to the effective and efficient
use of this feature.
Call Prompting uses specialized vector commands to process incoming calls based on
information collected from the caller or from an ISDN-PRI message. It can be used in
various applications to better handle incoming calls. The following list gives a brief
description of some Call Prompting applications.
Automated Attendant — Allows the caller to enter the extension of the party that
he or she would like to reach. The call is routed to that extension.
Data In/Voice Answer (DIVA) Capability — Allows the caller to hear an
announcement based on the digits that he or she enters, or to be directed to a hunt
group or another system extension.
Data Collection — Allows the caller to enter data that can be used by a
host/adjunct to assist in call handling. This data, for example, may be the caller’s
account number.
CINFO (Caller Information Forwarding) Routing (Category A only) — Allows a
call to be routed based on digits supplied by the network in an ISDN-PRI
message.
Message Collection — Gives the caller the option of leaving a message or waiting
in queue for an agent.

Administering call prompting
Table 3-18. Required forms
Form
System Parameters Customer-Options

Field

Vectoring (Prompting)
Vectoring (CINFO) (Category A only)
ISDN-PRI — for CINFO only
This form describes other vectoring
options that may be required
depending upon the application.

Feature-Related System Parameters

Prompting Timeout

Vector Directory Number

All

Announcements/Audio Sources

Complete all fields for each extension
that provides a Call Prompting
announcement

Continued on next page

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Table 3-18. Required forms — Continued
Form

Field

Hunt Group

Vector

Call Vector

Complete a form for each Call
Prompting vector

Station (multi-appearance)

Button/Feature Button Assignments callr-info

Attendant Console

Feature Button Assignments
-callr-info

Continued on next page
If Vectoring (Basic) is not enabled on the System-Parameters Customer-Options form, the
Call Prompting feature cannot queue calls or make conditional checks based on queue or
agent status, time of day, or day of week.
CINFO requires the AT&T Intelligent Call Processing (ICP) service, ISDN-PRI, and
Vectoring (Prompting).
You can administer any display-equipped phone or attendant console with a Caller
Information CALLR-INFO button. The button displays digits collected for the last collect
digits command.
You must have Call Vectoring software for CMS to use Call Prompting (with or without
Call Vectoring) with CMS.

Considerations
Call prompting, with the exception of CINFO, competes with several features for ports on
the call classifier - detector circuit pack or equivalent.

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Interactions
The following interactions apply specifically to Call Prompting. For general Call
Vectoring interactions that may affect Call Prompting applications see ‘‘Call Vectoring’’.
Authorization Codes
If authorization codes are enabled, and a route-to command in a prompting vector
accesses AAR or ARS, if the VDN’s FRL does not have the permission to use the
chosen routing preference, then the system does not prompt for an authorization
code and the route-to command fails.
CallVisor ASAI (Category A only)
ASAI-provided digits can be collected by the Call Vectoring feature via the collect
vector command as dial-ahead digits. CINFO is passed to CallVisor ASAI.
Hold
With the exception of CINFO, if a call is put on hold during the processing of a
collect command, the command restarts, beginning with the announcement
prompt, when the call is taken off hold. All dialed-ahead digits are lost. Similarly,
if a call to a vector is put on hold, vector processing is suspended when a collect
command is encountered. When the call becomes active, the collect command
resumes.
Inbound Call Management (ICM) (Category A only)
You can use Call Prompting to collect information that may later be used by an
adjunct to handle a call.
Transfer
If a call to a VDN is transferred during a collect command, the collect command
restarts when the transfer is complete, and all dialed-ahead digits are lost.
Similarly, if a call to a vector is transferred, vector processing is suspended when a
collect command is encountered. When the transfer is complete, the collect
command resumes. This is not true when a collect command collects CINFO
digits. In this case vector processing is not suspended. Attendant extended calls do
suspend vector processing in the same way as transferred calls.

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Call Vectoring
Call Vectoring processes incoming and internal calls according to a programmed set of
commands. These commands, called vector commands, determine the type of processing
that calls receive. For example, vector commands can direct calls to on-premise or
off-premise destinations, to any hunt group, split/skill, or to a specific call treatment such
as an announcement, forced disconnect, forced busy, or delay. Vectors can queue or route
calls based on a variety of different conditions.
There are many different applications for Call Vectoring. However, it primarily is used to
handle the call activity of ACD splits/skills.
For more information about administering call vectoring, see ‘‘Best Service Routing
(Category A only)’’, ‘‘Network Call Redirection (NCR) (Category A only)’’, and
‘‘Look-Ahead Interflow (Category A only)’’.
See the Call Vectoring/EAS Guide for your system for a detailed description of Call
Vectoring and its uses. The guide contains information that is critical to the effective and
efficient use of this feature.

Administering Call Vectoring
Table 3-19. Required forms
Form
System Parameters
Customer-Options

Field

Vectoring (Basic)
Vectoring (G3V4 Enhanced) (Category A only)
Vectoring (G3V4 Advanced Routing) (Category A
only)
Vectoring (ANI/II-Digits Routing) (Category A
only)
Vectoring (Attendant Vectoring)
Vectoring (Holiday Vectoring)

Vector Directory Number

All

Announcements/Audio Sources

Complete all fields for each extension that provides
a vectoring announcement

Hunt Group

Vector
ACD

Call Vector

Complete a form for each vector

Continued on next page

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Table 3-19. Required forms — Continued
Form
Feature-Related System
Parameters

Field

Vector Disconnect Timer
Music/Tone on Hold
Port
Music (or Silence) on Transferred Trunk Calls

Vector Routing Table

All

Holiday Table

All

Continued on next page

Do not change a vector while it is processing calls since calls already in the vector could
experience problems. Instead, add a new vector and change the VDN to point to the new
vector.
You cannot enter a VDN extension in the fields listed in the following table.
Table 3-20. Fields that do not allow a VDN extension.
Form

Field

Announcements/Audio Sources

Extension Number

Call Coverage Answer Group

Group Member Assignments

Call Coverage Paths

Coverage Point Assignments, other than the last
coverage point

Console Parameters

CAS Back-up Extension

Feature-Related System
Parameters

ACA Long Holding Time Originating Extension
ACA Short Holding Time Originating Extension
Extensions With System wide Retrieval Permission
Controlled Outward Restriction Intercept Treatment
Controlled Termination Restriction (Do Not
Disturb)
Controlled Station-to-Station Restriction

Continued on next page

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Table 3-20. Fields that do not allow a VDN extension. — Continued
Form

Field

Extension of PMS Log Printer

Hospitality

Extension of Journal/Schedule Printer
Extension of PMS
Extension to Receive Failed Wakeup LWC
Messages
Hunt Group and Agent LoginID
with EAS

Supervisor Extension

Intercom Group

Member Extensions

Listed Directory Numbers

LDN Extensions

Loudspeaker Paging and Code
Calling Access

Extension Numbers Assigned to Codes

Pickup Groups

Member Extensions

Remote Access

Remote Access Extension

Station Forms

Hunt to Station

Terminating Extension Group

Member Extensions

Continued on next page

You can enter a VDN extension in the following fields.
Table 3-21. Fields that do allow a VDN extension
Form

Field

Abbreviated Dialing Lists
Call Coverage Paths

allow it as the last coverage point only

Hunt Group

Night Destination

Listed Directory Numbers

Night Destination

Trunk Groups

Night Destination
Incoming Destination

You cannot enter a VDN extension as auxiliary data for the following buttons:
Bridged Appearance (brdg-app)
Data Call Setup (data-ext)

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You can enter a VDN extension as auxiliary data for the following buttons:
Remote Message Waiting Indicator (aut-msg-wt)
Facility Busy Indication (busy-ind)
Manual Message Waiting (man-msg-wt)
Manual Signaling (signal)

Interactions
AP Demand Print
A VDN cannot be used as an argument to the feature access code for AP Demand
Print.
Attendant Control of Trunk Group Access
If a route-to step in a vector dials a controlled trunk group, vector processing
continues at the next step.
Attendant Recall
Attendant Recall to a VDN is blocked.
AUDIX Interface
A route-to step in a vector may call the AUDIX extension. If a voice port can be
seized to that adjunct, vector processing is terminated. The system sends a
message to AUDIX requesting retrieval of messages for the originating extension
(not the VDN).
AUDIX may also be accessed by the queue-to split and check split commands.
Also, the messaging step may use an AUDIX hunt group in its operation.
Authorization Codes
If authorization codes are enabled, and if a route-to command in a prompting
vector accesses AAR or ARS and the VDN’s FRL does not have the permission to
utilize the chosen routing preference, then no authorization code is prompted for
and the route-to command fails.
Automatic Alternate Routing (AAR)/Automatic Route Selection (ARS)
Any route-to command in a vector can dial an AAR/ARS FAC followed by other
digits. It cannot dial only the FAC.
Automatic Callback
Automatic Callback cannot be used for calls placed to a VDN.
Bridged Call Appearance
VDN extensions cannot be assigned to bridged appearance buttons. A route-to
command to an extension with bridged appearances updates bridged appearance
button lamps.

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Busy Verification of Terminals and Trunks
Busy verification of VDNs is denied and intercept tone is returned.
Call Coverage
A VDN may be administered as the last point in a coverage path.
Call Forwarding
Calls can be forwarded to a VDN. Calls placed by a route-to command to an
extension that has call forwarding activated are forwarded.
An attendant or phone with console permission cannot activation/deactivation call
forwarding for a VDN.
An attendant or phone with console permission cannot activation/deactivation call
forwarding for a vector-controlled hunt group.
Call Detail Recording
You can administer the Feature Related System Parameters form so that the VDN
extension is used in place of the Hunt Group or Agent extension. This overrides
the “Call to Hunt Group - Record” option of CDR for Call Vectoring calls.
If a vector interacts with an extension or group that has Call Forwarding All Calls
active, normal Call Forwarding/CDR interactions apply.
For incoming calls to a VDN, the duration of the call is recorded from the time
answer supervision is returned.
— If answer supervision is returned by the vector, and the call never goes to
another extension, then the VDN extension is recorded as the called
number in the CDR record.
— If the call terminates to a hunt group, then the VDN, hunt group, or agent
extension is recorded as the called number as per the administration
described above.
— If the call terminates to a trunk, then the following two CDR records are
generated:
An incoming record with the VDN as the called number and the
duration from the time answer supervision was provided to the
incoming trunk.
An outgoing record containing the incoming trunk information as
the calling number and the dialed digits and the outgoing trunk
information as the called number.
Outgoing vector calls generate ordinary outgoing CDR records with the
originating extension as the calling number.
No Ineffective Call Attempt records are generated for Call Vectoring route-to
commands that are unsuccessful.
Call Detail Recording — Account Code Dialing
If a route-to number command in a vector specifies an CDR account code, vector
processing continues at the next step.

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Call Park
Calls cannot be parked on a VDN.
Call Waiting Termination
If an extension is busy and has call waiting termination administered, the route-to
with cov n operation is considered unsuccessful and vector processing continues at
the next step. Route-to with cov y is successful (call will wait) and vector
processing terminates.
Class of Restriction
Each VDN in the system has a COR associated with it. This VDN COR is used to
determine the calling permissions/restrictions, the AAR/ARS PGN, and the
priority queuing associated with a vector.
Code Calling Access
A VDN cannot be used as the argument to the code calling access feature access
code.
If a route-to number command in a vector specifies the code calling feature access
code, vector processing continues at the next step.
Conference
A call to a VDN can be included as a party in a conference call only after vector
processing terminates for that call.
Data Restriction
Music will play on calls from data restricted extensions when the call receives
music as the result of a wait-time vector step.
Facilities Restriction Level
If a route-to command dials an external number via AAR/ARS, the FRL
associated with the VDN COR is used to determine the accessibility of a routing
preference in an AAR/ARS pattern.
Facility Busy Indication
The facility busy lamp indication for a VDN is always off. A facility busy button
may be used to call a VDN.
Facility Test Calls
If a route-to number command in a vector specifies a Facility Test Call, vector
processing continues at the next step.
Forced Entry of Account Codes
If a COR requiring entry of account codes is assigned to a VDN, the route-to
number commands executed by the associated vector are unsuccessful and vector
processing continues at the next step.
Individual Attendant Access
A call sent to an attendant by a route-to number command can wait in the attendant
priority queue. The call is removed from vector processing.

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Integrated Directory
VDN names and extensions are not available in the Integrated Directory feature.
Intercept Treatment
A VDN cannot be used for Intercept Treatment.
Inter-PBX Attendant Calls
A route-to number command in a vector can dial the Inter-PBX Attendant. If the
call attempts to access a controlled trunk group, vector processing continues at the
next step.
Intraflow and Interflow
The functionality of intraflow and interflow may be obtained using the check and
goto Call Vectoring commands.
Calls may intraflow from an ACD split/skill that is not vector-controlled into one
that is vector-controlled.
Leave Word Calling
LWC messages cannot be stored, canceled, or retrieved for a VDN.
Night Service
A VDN can be administered as a night service destination.
Route-to commands that route to destinations with night service activated redirect
to the night service destinations.
Priority Calling
A VDN cannot be used with the priority calling access code. Intercept tone is
supplied to the user. If a route-to number in a vector specifies the priority calling
access code, vector processing continues at the next step.
Property Management System Interface
VDNs cannot be used with the following features and functions: Message Waiting
Notification, Check-In, Check-Out, Room Status, and Automatic Wakeup.
Recorded Announcement
The first announcement extension, second announcement extension, first
announcement delay, second announcement delay, and recurring second
announcement do not exist for a vector-controlled hunt group.
Redirection on No Answer
If an ACD split/skill or Direct Agent call is not answered after an administered
number of rings, RONA can redirect that call to a VDN for alternate treatment.
Ringback Queuing
External call attempts made via route-to commands with coverage no are not
queue via Ringback Queuing when all trunks are busy. External call attempts made
via route-to commands with coverage yes are.

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Send All Calls
If the destination of a route-to with coverage no command has the Send All Calls
feature active, calls are not redirected. If there is an idle appearance, the call
terminates and vector processing stops. If not, vector processing continues at the
next step.
If the Send All Calls button is pressed after a vector call is terminated, button
activation is denied.
Time of Day Routing
Since a route-to number command in a vector can specify the AAR or ARS access
codes, the TOD routing algorithm can be used to route the call.
Timed After Call Work (ACW)
A Timed ACW interval can be assigned to a VDN.
Timed Reminder
The attendant Timed Reminder is not available for calls placed, transferred, or
extended to a VDN. Vectoring causes all other timers to be ignored.
Transfer
Calls can be transferred to a VDN.
Traveling Class Mark
A TCM is sent when a route-to command dials a seven-digit ETN or 10-digit DDD
number via AAR/ARS. This TCM is the FRL associated with the VDN COR.
VDN in a Coverage Path
A call covering to a VDN can be routed to any valid destination by the call
vectoring command route-to. The coverage option for the route-to digits command
is disabled for covered calls. In other words, the route-to digits with coverage=y
functions like the route-to digits with coverage=n command when processing
covered calls. When the route-to command terminates a covered call locally,
information identifying the principal and the reason for redirection are retained
with the call. This information can be displayed on display phones or passed to an
AUDIX or Message Center system.
The class of restriction assigned to a VDN determines the partition group number
(PGN). The PGN in turn determines the AAR or ARS routing tables used by
route-to commands.
When a call covers to a VDN, VDN override has no effect on the display shown on
an answering display telephone. This station will show the normal display for a
covered call.

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CentreVu Advocate (Category A
only)
This section provides an overview of CentreVu Advocate. For extensive information on
implementing and using Advocate, refer to the CentreVu Advocate User Guide,
585-215-953.
CentreVu Advocate is a collection of DEFINITY ECS features that provide flexibility in
the way a call is selected for an agent in a call surplus situation and in the way that an
agent is selected for a call in an agent surplus situation.
NOTE:
CentreVu Advocate requires Expert Agent Selection (EAS) on the DEFINITY ECS
Release 6 or newer. CentreVu Dynamic Advocate is available with DEFINITY ECS
Release 9 and newer.
CentreVu Advocate provides predictive and adaptive methods for call centers that address
three fundamental questions in terms of how the most expensive resource of the center, its
agents, are used every time a call is handled.

What should this agent do next?
Advocate answers the question “What should this agent do next?” each time an agent
becomes available and calls are waiting in queue. The term “should” is used deliberately
because it implies a consideration of trade-offs in the decision. With Advocate, the answer
to this question does not come from executing a set of pre-programmed directives such as
“take the highest priority, oldest waiting call.” Such a fixed plan of attack considers
nothing in terms of consequences. Instead, Advocate understands the consequences of its
choices and the business objectives for each type of call.

Which agent should take this call?
Advocate answers the question “which agent should take this call?” when a call arrives
and there are available agents waiting for calls. Advocate can make this choice so that
workloads are distributed fairly across the agents, to eliminate “hot seats”. Advocate can
also promote fairer opportunities for compensation by delivering a predetermined mix of
calls to agents.

Does the call center need to adjust its operations to bring
performance back to the desired level?
Advocate continuously evaluates the call center's performance to determine “what does
the call center need to adjust to bring performance back to the desired level?” Advocate
responds, down to the levels of an individual caller, when it detects that agent resources
should be used differently to prevent a caller's wait times from being too high or to
accomplish service level goals more consistently.

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Administering CentreVu Advocate
Based on the needs and challenges of your call center, you will determine which
combination of call and agent selection will give you the best results and administer those
methods on the DEFINITY ECS. See the ‘‘Call and agent selection’’ section for
information about these decisions.
You need to make several decisions about how to implement CentreVu Advocate. Some of
these decisions affect your call center system wide, while others affect particular Vector
Directory Numbers (VDNs), skills, or agents.
The following table lists the features that are available with CentreVu Advocate and
CentreVu Dynamic Advocate, the level of impact for implementing those features, and
where the features are administered on the DEFINITY.
For a complete description and instructions on administering CentreVu Advocate, see
Administering CentreVu Advocate on DEFINITY ECS in the CentreVu Advocate User
Guide, 585-215-953.

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Table 3-22. Required forms
NOTE:
Due to the complexity of administering CentreVu Advocate, this table is
organized differently than the other “Required forms” tables in this chapter.
Feature

Decision level

Where administered

Least Occupied Agent:

LOA (Group Type)

Skill

Hunt Group form

ACW Considered Idle

System

Feature-Related System
Parameters form

Percent Allocation (call
handling preference)

Agent

Agent LoginID form

PAD (group type)

Skill

Hunt Group form

Expected Call Handling Time

Skill

Hunt Group form

Dynamic Percentage
Adjustment

Skill

Hunt Group form

Service Level Target

Skill

Hunt Group form

ACW Considered Idle?

System

Feature-Related System
Parameters form

Auto Reserve Agents

System

Feature-Related System
Parameters form

Dynamic Queue Position

Skill

Hunt Group form

Service Objective

VDN

Vector Directory Number
form

Service Objective (activate for
agent)

Agent

Agent LoginID form

Service Objective (set target
objective)

Skill

Hunt Group form

Call Selection Measurement
(CWT or PWT)

System

Feature-Related System
Parameters form

Percent Allocation:

Dynamic Queue Position:

Service Objective:

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Table 3-22. Required forms — Continued
NOTE:
Due to the complexity of administering CentreVu Advocate, this table is
organized differently than the other “Required forms” tables in this chapter.
Feature

Decision level

Where administered

Service Level Supervisor:

Service Level Supervisor
(administer for skill)

Skill

Hunt Group form

Activate on Oldest Call
Waiting

Skill

Hunt Group form

Call Selection Override

System

Feature-Related System
Parameters form

Skill

Hunt Group form

Overload Thresholds

Skill

Hunt Group form

Dynamic Threshold Adjustment

Skill

Hunt Group form

Service Level Target

Skill

Hunt Group form

Reserve Agents

Agent

Agent LoginID form

Predicted Wait Time (PWT)

System

Feature-Related System
Parameters form

Call Handling Preference (call selection
method: Greatest Need, Skill Level,
Percent Allocation)

Agent

Agent LoginID form

Group Type (agent selection method:
UCD-MIA, EAD-MIA, UCD-LOA,
EAD-LOA, PAD)

Skill

Hunt Group form

Continued on next page

Call and agent selection
Call selection
Call selection methods are used when calls are in queue and an agent becomes available.
This is known as a call surplus condition. During such conditions, the DEFINITY
considers the call selection method that is administered for the agent on the Agent
LoginID Form to determine which skill to serve. Once a skill is identified, the call at the
head of that queue is selected and delivered to the agent. Call selection is based on such
things as call handling preference, call selection measurement, and the use of service
objectives.

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Agent selection
Agent selection methods are used when there are one or more available agents for an
incoming call. This is known as an agent surplus condition. Agent selection methods are
administered as a hunt group type for the skill. CentreVu Advocate allows you to select
agents according to occupancy, idleness, individual skill level, and the percentage of time
that you want the agent to spend serving each skill.

Automated agent staffing adjustments
What are automated staffing adjustments?
CentreVu Advocate provides you with options that automate staffing during call center
operation. These methods simplify call center management and eliminate the need for
moving agents from skill to skill to ensure coverage as call conditions change.
Advocate offers you the ability to assign reserve agents and set overload thresholds to
determine when those reserve agents will be engaged. The CentreVu Dynamic Advocate
feature (available with DEFINITY ECS R9 and newer), known as Dynamic Threshold
Adjustment, takes this a step further by automatically adjusting the thresholds as needed to
help maintain the service levels you defined.
The Dynamic Percentage Adjustment feature (available with DEFINITY ECS R9 and
newer), gives you the ability to automate adjustments to predefined allocations for your
agents’ time to maintain defined service levels. Auto Reserve Agents, another feature that
is new with R9, allows you to intentionally leave an agent idle in a skill when the agent’s
adjusted work time has exceeded the percentage that you administered for that skill.

Call selection at a glance
The following table shows what happens during call surplus conditions, according to the
call selection methods that have been administered on the DEFINITY.
IF calls are waiting when an agent
becomes available and the agent’s
selection method is . . .

THEN the DEFINITY takes the highest priority
call . . .

Skill Level without Service Objective

with the highest skill level and the longest CWT or PWT.

Skill Level with Service Objective

with the highest skill level and the highest ratio of CWT/SO
or PWT/SO.

Greatest Need without Service Objective

with the longest CWT or PWT.

Greatest Need with Service Objective

with the highest ratio of CST/SO or PWT/SO.

Percent Allocation

that is the oldest call waiting that best maintains the administered
target allocations for all skills.

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Agent selection at a glance
The following table shows what happens during agent surplus conditions, according to the
agent selection method that has been administered.
WHEN agents are available, a
call arrives, and the agent
selection method is . . .

THEN the DEFINITY selects . . .

EAD-MIA

the highest skill level, most idle agent.

UCD-MIA

the most idle agent, without regard to skill level.

EAD-LOA

the highest skill level agent with the lowest occupancy.

UCD-LOA

the least occupied agent, without regard to skill level.

PAD

the agent with the lowest ratio of adjusted work time
and target allocation for the skill.

Combining agent and call selection methods
CentreVu Advocate provides a variety of features to help meet your business goals and to
help you manage your agent resources. The table below shows some of the ways you can
combine call and agent selection methods to meet your company’s specific needs.

IF your goal is to . . .
Maintain service levels while controlling the
time agents spend serving each of their skills

THEN consider . . .

Percent Allocation
Dynamic Percentage Adjustment
PAD

Maintain service levels using more or less time
from reserve resources to supplement staffing
as needed

Greatest Need
Service Level Supervisor
Dynamic Threshold Adjustment
UCD-LOA

Add customer segmentation with
differentiated levels of service while routing
all segments to the same skill to simplify
staffing

Greatest Need

Increase revenue by assigning agents their best
skills as primary skills and limiting the use of
reserve skills to eliminate long call wait times

Greatest Need

Dynamic Queue Position
UCD-LOA
Service Objective
Service Level Supervisor
UCD-LOA

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DEFINITY ACD call center features
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IF your goal is to . . .
Ensure that critical skills are covered,
regardless of caller wait time in other skills

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THEN consider . . .

Greatest Need
Service Level Supervisor
Call Selection Override
Oldest Call Waiting
UCD-LOA

Control the time your agents spend serving
their assigned skills while maintaining the
ability to change to meet service level
requirements for the center

Percent Allocation
Dynamic Percentage Adjustment
Call Selection Override
Service Level Supervisor
PAD

Automate agent staffing to activate back up
agents a little sooner or a little later to meet
service level goals

Greatest Need or Skill Level
Service Level Supervisor
Dynamic Threshold Adjustment
UCD-LOA or EAD-LOA

Minimize the complexity of differentiating
service levels for different types of calls that
require similar agent abilities

Greatest Need or Skill Level

Maximize the amount of time that agents
spend in high contribution roles while limiting
their use of lesser skills to address wait time
problems

Greatest Need

Spread calls more evenly among agents while
delivering the right level of service to each
skill

Greatest Need

Use agents in their most proficient skills while
minimizing the hot seat problem to some
extent

Skill Level

Dynamic Queue Position
UCD-LOA or EAD-LOA
Service Objective
UCD-LOA
Service Objective
UCD-LOA
EAD-LOA

Different needs within a call center
You may find that one Advocate solution does not fit for your entire organization. Your
call center may have different needs within particular areas or departments, and Advocate
can help to meet these varying needs. A sales department, for example, may choose to use
Dynamic Queue Position to create differentiation among various types of customer
without creating a different skill for each type of sales call. A service department, on the
other hand, may be more interested in working toward similar goals for each technical
support skill, while eliminating the hot seats often experienced by the well trained,
multiskilled agents.

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Avaya offers a subscription service for Advocate customers that provides access to skilled
consultants with expertise in understanding how Advocate helps to solve business
problems. For more information, please contact your Avaya Account Executive or CRM
Opportunity Management at 1-877-9-CRMOMC.

Considerations
For detailed information on the considerations related to using the Advocate feature, refer
to the Feature Interactions chapter in the CentreVu Advocate User Guide, 585-215-953.

Feature compatibility
It is important to choose the right combination of features to meet your organization’s
needs and ensure that CentreVu Advocate is set up to work most effectively. This section
summarizes the features that provide the best results when used together and also lists
those that are not designed to work together.

Call selection methods (call handling preferences)
The following table shows the features that work effectively with the various CentreVu
Advocate call selection methods.

Call selection method
Greatest Need

Recommended to work with

Predicted Wait Time
Service Objective
Service Level Supervisor
UCD-MIA
UCD-LOA

Skill Level

Predicted Wait Time
Service Objective
Service Level Supervisor
EAD-MIA
EAD-LOA

Percent Allocation

Dynamic Percentage Adjustment
Auto Reserve Agents
Service Level Supervisor
PAD

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Agent selection methods (hunt group types)
The following table shows which features work with the various agent selection methods.

Agent Selection Method
UCD-MIA

Recommended to work with

Greatest Need
Predicted Wait Time
Service Objective
Service Level Supervisor

EAD-MIA

Skill Level
Predicted Wait Time
Service Objective
Service Level Supervisor

UCD-LOA

Greatest Need
Predicted Wait Time
Service Objective
Service Level Supervisor

EAD-LOA

Skill Level
Predicted Wait Time
Service Objective
Service Level Supervisor

PAD

Percent Allocation
Dynamic Percentage Adjustment
Auto Reserve Agents
Service Level Supervisor

Feature combinations to avoid
The PAD agent selection method should not be used with Greatest Need or Skill Level call
selection methods.

Interactions
For detailed information on the interactions between the Advocate feature and other
features and adjuncts, refer to the Feature Interactions chapter in the CentreVu Advocate
User Guide, 585-215-953.

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Expert Agent Selection (Category A
only)
See the DEFINITY ECS Call Vectoring/EAS Guide, 555-230-521, for a detailed
description of Expert Agent Selection. The guide contains information that is critical to
the effective and efficient use of this feature.
Use Expert Agent Selection (EAS) to route incoming Automatic Call Distribution (ACD)
calls to the agent who is best qualified to handle the call, that is, the agent with the
specialized skills or experience required to best meet the caller’s needs.
In addition, EAS provides the following capabilities:
You assign all agent functions to the agent login ID and not to a physical phone.
Therefore, EAS agents can login to and work at any phone in the system.
Using the agent login ID, a caller places a call directly to a specific agent. These
calls can be treated and reported as ACD calls.
EAS ensures the best possible service to the caller.

Administering EAS
Table 3-23. Required forms
Form
System Parameters
Customer-Options

Field

ACD
Expert Agent Selection (EAS)
EAS-PHD
Vectoring (Basic)

Agent LoginID

All

Hunt Group

Skill
ACD
Vector
Set all three fields to y.1

Group Type (ucd/ead)
Vector Directory Number

1st/2nd/3rd Skill (optional)

Class of Restriction

Direct Agent Calling

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Table 3-23. Required forms — Continued
Form

Field

CDR System Parameters

Record Called Agent Login ID Instead of Group
or Member

Call Vector

All

Feature-Related System
Parameters

Expert Agent Selection (EAS) Enabled
Minimum Agent-LoginId Password Length
Direct Agent Announcement Extension/Delay
Message Waiting Lamp Indicates Status For

Continued on next page
1.

If the Message Center field is set to AUDIX on the Hunt Group form, the Skill and ACD
fields must be set to y, but the Vector field can be set to either y or n.

EAS must be both optioned on the System Parameters Customer-Options form, and
enabled on the Feature-Related System Parameters form. Once EAS is optioned, you can
complete most of the EAS-related administration prior to enabling the feature.
When EAS is optioned on the System-Parameters Customer-Options form, Skill Hunt
Groups replace splits. In addition, help messages, error messages and field titles change
from “Split” to “Skill” on various forms.
Any EAS agent Login ID must be part of the station numbering plan.
Physical aspects of the phone, such as the set type and button layout, are associated with
the phone and not the Login ID. On the Station form with the EAS featured optioned,
when a work-mode button is selected, no “Gp” information can be entered. The assist and
queue status buttons require that “Group” be entered.

Administering Direct Agent Announcement
Direct Agent Announcement (DAA) enhances Direct Agent Calling capabilities for
CallVisor Adjunct-Switch Application Interface (ASAI) and Expert Agent Selection
(EAS). It plays an announcement to Direct Agent callers waiting in a queue. The
following forms should be administered for DAA.
You must also have enabled either Expert Agent Selection (EAS) or ASAI Adjunct
Routing (or both).

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Table 3-24. Required forms
Form
System-Parameters
Customer-Options

Field

ACD
Vectoring (Basic)
Expert Agent Selection (EAS)
OR

ASAI Adjunct Routing
Feature-Related System
Parameters

Direct Agent Announcement Delay

Announcements/Audio
Sources

All

Direct Agent Announcement Extension

Detailed administration for EAS
In general, EAS uses vectors to route calls to agents with the required skills. To administer
EAS you must:
Assign skills to VDNs on the Vector Directory Number form.
Create vectors that will route a call to the correct skill.
Assign skills with priority levels to agents on the Agent Login ID form.

VDN administration
You can administer up to three VDN skill preferences on the Vector Directory Number
form in the 1st Skill, 2nd Skill and 3rd Skill fields. These fields indicate the skills that are
required to handle calls to this VDN. All of the VDN skills on the VDN form are optional.
For example, only the first and third, or only the second and third VDN skills might be
assigned. Vector steps can then refer back to these fields to route calls. For example,
queue-to skill 1st routes calls the skill administered as 1st on the VDN form.

Vector administration
When a call routes to a VDN, the VDN directs the call to the vector that is specified on the
Vector Directory number form. The vector then queues the call to the skill specified in a
vector step. You can write vectors that route calls either to specific skill numbers or to the
skill preferences administered on the Vector Directory Number form.

Agent administration
Assign skills to each agent. In addition, assign a skill level to each skill for the agent.
When a vector routes incoming calls to a skill, the call is delivered to an available agent
with the skill assigned. If no agents are available, the call is queued until it can be
answered by an agent who has the skill required to handle the call.

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Detailed description
Agent selection
The administered agent selection method and Call Handling Preference determine which
agent will receive an incoming call.

Agent selection method
EAS can use either Uniform Call Distribution (UCD) or Expert Agent Distribution (EAD)
to select agents for calls. Both methods can use the Most-Idle Agent (MIA) or the Least
Occupied Agent (LOA) algorithm to select agents. For more information on agent
selection methods, see ‘‘Automatic Call Distribution’’.

Call handling preference administration
The call handling preference selected on the Agent Login ID form can route calls based on
either greatest need or agent skill level. Table 3-25 summarizes how a call is routed based
on greatest need or agent skill level administration with either UCD or EAD distribution..
Table 3-25. EAD Call handling preference call distribution
If. . .

EAD with Skill Level

EAD with Greatest Need

Agents are available. When a
new call arrives it is delivered
to:

Most-idle agent with the
highest skill level for the
calls’ skill.

Most-idle agent with the
highest skill level for the
call’s skill.

Agents are not available, calls
are in queue. When an agent
becomes available, he or she
receives:

Highest priority oldest call
waiting for agent’s highest
level skill with calls in queue.

Highest priority oldest call
waiting for any of the agent’s
skills.

Table 3-26. UCD Call handling preference call distribution
If. . .

UCD with Skill Level

UCD with Greatest Need

Agents are available. When a
new call arrives it is delivered
to:

Most-idle agent with the
call’s skill.

Agents are not available, calls
are in queue. When an agent
becomes available, he or she
receives:

Highest priority oldest call
waiting for the agent’s
highest level skill with calls
in queue.

Highest priority oldest call
waiting for any of the agent’s
skills.

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MIA Across Splits/Skills
In addition, both UCD and EAD can be used in conjunction the MIA Across Splits/Skills
option. With MIA Across Splits/Skills, one available agent queue is set up for the entire
system. When an agent answers a call for any skill, the agent is removed from the MIA
queue.
See, ‘‘Automatic Call Distribution’’ for more information about UCD, EAD, and MIA
Across Splits/Skills.

Additional agent login ID capabilities
The following capabilities are also associated with agents’ login IDs.
Auto-Answer — When EAS is optioned, auto answer settings can be assigned to
agents on the Agent LoginID form. An agent’s auto answer setting will apply to
the station where the agent logs in. If the auto answer setting for that station is
different, the agent’s setting overrides the station’s.
Calls — to call an EAS Agent, the caller dials the Login ID extension. The call is
extended to the physical extension where the agent with that Login ID is logged in.
Calls to the Login ID reach the agent independent of the phone the agent is
currently using. For example, when agents use multiple phones because they have
multiple offices or rotate desks, login IDs allow these agents to be reached
independent of their current location.
Name — calls to the Login ID display the name associated with the Login ID and
not the name associated with the phone. This is also true for calls made from a
phone with an agent logged in.
Coverage — when the agent is logged out, or when calls go to coverage because
the agent is busy, or does not answer, calls to the Login ID go to the coverage path
associated with the agent and not the phone. When an agent is logged out, calls go
to the agent’s busy coverage destination.
Restrictions — calls to the Login ID or from the agent use the restrictions
associated with the agent and not the phone.
Phones are fully functional when an agent is not logged in. The restrictions, coverage, and
name revert to the phone administration when the agent logs out.

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Direct Agent calling
Calls to an agent’s Login ID are treated as Direct Agent calls if the caller and the agent
have the “Direct Agent Calling” Class of Restriction (COR). Direct Agent calls can be
originated by stations or trunks. If the caller or agent does not have the proper COR, the
call is treated as a normal non-ACD (personal) call.
See the ‘‘Direct agent calling (Category A only)’’ section under ‘‘Automatic Call
Distribution’’ for additional information on how Direct Agent calling works, is used in the
call center, and is administered.
Direct Agent calls are treated as ACD calls and receive zip tone answer, queue as other
ACD calls do, allow the agent to enter after call work following the call, and are measured
by BCMS and CMS.
Any of the agent’s skills can be the Direct Agent skill. When greatest need is optioned as
the Call Handling Preference, the agent always gets Direct Agent calls before any skill
calls. This is because Direct Agent calls have a higher priority than skill calls. However,
when skill level is optioned as the Call Handling Preference, the agent will get direct agent
calls first only if the direct agent skill has the agent’s highest skill level. Otherwise calls
from a skill with a higher level will be distributed before Direct Agent calls. If the Direct
Agent skill and another skill are the same skill level, the agent will always receive Direct
Agent calls before the other skill calls because Direct Agent calls have a higher priority.
A route-to vector command with an EAS Login ID as the destination is treated as a Direct
Agent call if the VDN and agent have the COR and the Direct Agent field is set to y.

Considerations
Station User records cannot be shared between TTI ports and EAS LoginID extensions.
This causes a reduction in the number of possible EAS LoginID extensions allowed by the
System depending on the number of administered TTI ports. For example, if 2,000 TTI
ports are administered, the maximum number of allowable EAS LoginIDs is reduced by
2,000.
EAS agent Login IDs are also tracked for personal calls. CMS uses the first skill an EAS
Agent is logged into to track personal calls. If the first logged-into skill is unmeasured,
CMS credits the agent Login ID with the personal call, but no skill hunt group is credited
with the personal call.
The system can have either splits/skill hunt groups but not both simultaneously. Non-ACD
hunt groups can exist with either splits or skills. Skill hunt groups are required when using
EAS.

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Interactions
Unless otherwise specified, the feature interactions for skill hunt groups are the same as
for vector-controlled splits.
Abbreviated Dialing
Abbreviated dialing can be used to log in/out EAS agents. Abbreviated dialing
lists/buttons can only be administered for stations.
Add/Remove Skills
In the EAS environment, agents have the ability to add and remove skills during a
login session by dialing a FAC. Other phone users with console permissions can
add or remove an agent’s skill on behalf of the agent. (Note that the ability to add
and remove skills depends on whether a user has a class of restriction (COR) that
allows adding and removing skills.)
Administration Without Hardware
EAS Login ID extensions are extensions without hardware. Login ID extensions
require space in the dial plan.
Agent Work Mode States
With EAS, agents can only be in a single work mode at any one time for all their
skills.
Assist
The Assist feature can be used with a skill hunt group (for example, where there is
one supervisor per skill hunt group). When assist is selected, a call is placed to the
supervisor associated with the skill for the active call.
AUDIX
Calls to the EAS agent Login ID can cover to AUDIX.
Auto-Available Splits/Skills
If a skill hunt group is administered as an Auto-Available Skill (AAS) the EAS
Login IDs assigned to this skill must also be administered as Auto-Available.
When the switch reinitializes, these Login IDs are automatically logged in with the
Auto-In work-mode. If any switch features attempt to change the work-mode to
anything except to Auto-In, this attempt is denied. This feature is not intended for
human agents.
Automatic Answering with Zip Tone
The Automatic Answer option can only be administered for a physical extension.
Automatic Callback
Users can’t activate Automatic Callback to an EAS agent’s Login ID. They can
activate Automatic CallBack to the phone where the agent is logged in.

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Call Forwarding
Skill hunt groups (since they are vector-controlled) cannot be call forwarded. EAS
agent Login IDs cannot be forwarded, but the physical extension where the EAS
agent is logged in can be forwarded.
Call Park
Calls cannot be parked on the skill hunt group extension.
Call Pickup
Skill hunt group extensions and EAS Login ID extensions cannot be members of a
call pickup group.
Class of Restriction (COR)
Skill hunt groups do have a class of restriction. This is used if the skill hunt group
extension is called directly.
The COR for an EAS agent Login ID overrides the physical extension’s COR of
the phone an EAS agent logs into.
Class of Service (COS)
EAS agents do not have a COS associated with their Login ID. Therefore, the COS
of the telephone is not affected when an EAS agent logs into it.
Directed Call Pickup
An EAS agent can use the Directed Call Pickup feature to pick up a call and/or
have his or her calls picked up by another agent. The Class of Restriction of the
agent will override the Class of Restriction of the station where the agent is logged
in.
If both the station’s COR and the logged-in agent’s COR allow the call to be
picked up using Directed Call Pickup, the user picking up the call can use either
the station’s extension or the agent’s loginID.
Displays - Phone
When an EAS agent logs in, the display for originators who call the Login ID
shows the Login ID and agent name (as administered via the Agent Login ID
form). Calls that the agent originates show the Agent Login ID and agent name at
the receiving telephone display. However, the user can display the name of the
physical extension where the EAS agent is logged in. To do this, the user must be
active on a call with the agent, and must have a telephone with an alphanumeric
display and an inspect button. When the inspect button is pressed during a call to
or from the EAS agent, the physical extension name of the agent is displayed.
Calls to the physical extension show the physical extension’s number and name on
the originator’s display.

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Leave Word Calling
When an EAS agent is logged into a station, the agent can only retrieve LWC
messages left for that agent’s login ID. To retrieve LWC messages left for that
station, the agent must log out.
When an EAS agent is logged into a station, its Message lamp defaults to tracking
the status of LWC messages waiting for the station. However, you can assign the
Message lamp to track the status of LWC messages waiting for the agent’s login
ID.
Look Ahead Interflow
VDN skills are not sent to another ACD/PBX when a call interflows using Look
Ahead Interflow. If skills have the same meaning on both ACDs, then a Look
Ahead Interflow command to a VDN with the same skills assigned can provide a
mapping of the skills.
Message Waiting Lamp
The Message Waiting Lamp by default tracks the status of messages waiting for
the logged in EAS agent LoginID rather than messages for the physical extension.
The operation of the Message Waiting Lamp can be changed so that it tracks the
status of messages waiting for the physical extension where the agent is logged in.
Refer to DEFINITY ECS Administrator’s Guide, 555-233-506, for more
information about Feature-Related System Parameters.
Queue Status Indications
Physical extensions can be administered with Queue Status Indicator buttons and
lamps for skill hunt groups. Queue Status Indicators can be administered for all
skills needed by agents using that physical extension, given that enough buttons
are available.
Service Observing
The Service Observing feature is activated in the EAS environment by dialing
either the physical extension of the telephone where an EAS agent is logged in or
the Login ID of the agent.
VuStats
VuStats displays can show an agent’s skill assignments and can show some
measurements by skill.

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Inbound Call Management
Inbound Call Management (ICM) allows you to integrate features of the DEFINITY with
host-application processing and routing, and automate delivery of caller information to
agents’ displays. You can create a sophisticated system to handle inbound calls for
applications such as telemarketing and claims processing.
To implement ICM, you integrate features of the DEFINITY such as Automatic Call
Distribution (ACD), Expert Agent Selection (EAS) Call Vectoring, Direct Agent Calling,
and Call Prompting with an application on a host processor. The host application, or
adjunct, can be a CallVisor/PC, Conversant voice system, Telephony Services Server
serving a local-area network, or a vendor application using the CallVisor Adjunct/Switch
Applications Interface (ASAI). A CallVisor ASAI link between the switch and adjunct
allows the adjunct to control incoming call processing and routing.
In addition, you can automate ACD agent telephone displays and associate them with new
and transferred calls, and assist calls to a supervisor. You can display incoming call
information such as Calling Party Number (CPN), Billing Number (BN), and Dialed
Number Identification Service (DNIS). Or, you can set up the adjunct to retrieve caller
information from a database and display it on a particular agent’s screen, based on the
service dialed.
See ‘‘Detailed description’’ for more information on applications.

Administering ICM
Display the System-Parameters Customer-Options and ensure that the ACD option is
enabled. If you are using CallVisor ASAI or Call Vectoring, ensure appropriate ASAI
Capability Groups options or the Vectoring (Basic) and/or Vectoring (Prompting) options
are enabled.

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Table 3-27. Required forms
Form
System-Parameters Customer-Options

Field

ACD
Vectoring (Basic)
Vectoring (Prompting)
ASAI Capability Groups

Trunk Group (ISDN-PRI)

Per Call CPN/BN

Hunt Groups

Group Type
ACD
Queue
Vector
Measured
Supervisor Extension
Controlling Adjunct
Queue Length
Calls Warning Threshold
Calls Warning Port
Time Warning Threshold
Time Warning Port

Class of Restriction

Direct Agent Calling (optional)

Call Vector

All

Station (agent stations)

All

Agent LoginID (EAS only)

All

Trunk Group form — Administer the Per Call CPN/BN field for the appropriate
ISDN-PRI trunk group. The corresponding information is sent with a call-offered
event report to the adjunct.
Hunt Group form — Complete a Hunt Group form for each split/skill that the
ICM adjunct will monitor.
Call Vector form — If you are using Call Vectoring, an ASAI link interface
extension number is required for adjunct routing vector commands. This
extension is the same as the one you enter on the Station form.
See ‘‘Automatic Call Distribution’’, ‘‘Call Vectoring’’, ‘‘Call Prompting’’, and CallVisor
Adjunct-Switch Application Interface (refer to DEFINITY ECS Administrator’s Guide,
555-233-506) and any other features you are implementing for ICM for additional
administration requirements.

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Detailed description
Applications
The following are some typical ICM applications:
The system passes calling party/billing number (CPN/BN) information and the call
is routed to an adjunct application for screen pop and supervisory transfers, with
screen duplication.
The system sends to the adjunct application both caller and prompter information
about all incoming calls to a particular number. According to caller information in
a database, the application directs the switch to route the call. For example, the call
could be routed to a preferred agent, to best customer treatment, or to accounts
receivable.
The system uses Call Prompting to obtain a customer account number and then
passes this information to the adjunct for call routing or screen pop.
The system connects the caller to a voice response unit (VRU), along with caller
CPN/BN and DNIS information.The caller then interacts with the VRU to direct
how the call is handled. The system can verify a caller’s identity and provide
access to database information such as claims status or account balance.
With Direct Agent Calling, an adjunct application can transfer a call to a specific
ACD agent and have the call treated as an ACD call and tracked on Call
Management System (CMS).
An adjunct application can attach information used by another application to an
ICM call using User-to-User Information fields. The adjunct transfers the call,
along with the application-specific information, over primary rate interface (PRI)
trunk to a CallVisor ASAI application at another switch. For example, an
application at one switch can determine a caller’s account or claim number and
pass this information to a special list on another switch, where an application will
transfer the call.
See the DEFINITY ECS CallVisor ASAI Technical Reference, 555-230-220, for additional
application scenarios.

Agent data screen delivery applications
You can use the Conversant voice system to deliver appropriate display data about callers
to agents. You can pass information such as CPN/BN, DNIS, and Look-Ahead Interflow
information, digits collected from Call Prompting, and which agent is selected to a
Conversant voice system. Conversant delivers the appropriate data screen to the agent
who takes the voice call. Conversant can transfer or duplicate data screens for transferred
or conferenced calls. A simplified configuration of this type of application is shown in
Figure 3-2 on page 3-93. Conversant VIS is used as an example — other adjunct
processors have similar capabilities but should be verified for a particular application. If
the host supports ASAI, Conversant is not needed.

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Figure Notes
1. Telephone

5. Conversant

2. ISDN-PRI

6. Host

3. DEFINITY ECS

7. Agent data terminal

4. ASAI

8. Agent telephone

Figure 3-2. Simplified ICM configuration for data screen delivery
General processing for this type of application occurs as follows.
1. The Conversant voice system or host requests notification for events such as call
offered, call ended, call connected, call dropped, call transfer, and alerting.
2. The switch notifies Conversant with event reports when the call arrives, when the
agent answers, when the call drops, and so on.
3. Conversant sends information to the host application so that it can send a data
screen to the agent’s data terminal.
Conversant can determine when a call drops before being answered and can track
abandoned calls or use CPN/BN information for callbacks.

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Integration with speech processing adjuncts
ICM can be used to provide integration with VRUs. The advantages of using ICM with
CallVisor ASAI in addition to tip/ring interfaces are as follows:
Data-screen integration is provided on transferred calls.
Answer notification is provided on internal calls (CallVisor ASAI capabilities let
you know what happens with the call).
ISDN network information such as CPN/BN and DNIS is delivered to agents (call
prompting for this information is not necessary).
A simplified configuration of this application is shown in Figure 3-3.

Figure Notes
1. Phone

5. Speech processor

2. ISDN-PRI

6. Tip/ring lines

3. DEFINITY ECS

7. Agent phone

4. ASAI

8. Agent data terminal
9. Host

Figure 3-3. Simplified ICM configuration for speech processor integration

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General processing for this type of application occurs as follows
1. The switch uses CallVisor ASAI link to pass incoming call information to the
Conversant voice system.
2. The split/skill on the switch distributes the call to an available voice line.
3. After digits are collected via a DTMF keypad, Conversant transfers the call back to
a split/skill or specific agent on the switch via CallVisor ASAI.
4. If the call is transferred to an agent, the switch uses CallVisor ASAI link to pass an
event report on which agent receives the call.
5. Conversant forwards the agent ID to the host application, which delivers a data
screen to the agent.
6. Agents can display collected digits on their data terminals. Except for the dialed
number, information from a Conversant voice system cannot be carried with the
call and displayed on a phone. For example, digits collected in a Conversant voice
system adjunct cannot be passed to the switch for display.
7. If the collected digits are the extension where the call is being routed, these routing
digits are passed to the switch as the destination in the CallVisor ASAI third-party
make-call request. Conversant uses the request to set up various types of calls.

Host/adjunct call routing
The host or Conversant adjunct uses incoming call information to route the call to a
split/skill, vector, particular agent, or location off the switch. Conversant can also direct
the system to handle the call as a priority call. Routing can be based on the caller’s area
code or country code, digits collected via Call Prompting, dialed number or service, agent
availability, or information in a customer database.
To implement this type of call routing, make sure that calls come into a vector that
contains an adjunct routing vector command. This command causes the switch to initiate
the route CallVisor ASAI capability. Vector processing occurs while the caller waits. A
default split/skill or answering position can also be specified in the vector, in case
Conversant does not respond in the administered amount of time (determined by the
announcement/wait steps). Announcement and wait steps are needed to give the host time
to respond.
For adjunct routing, if the call queues to a split/skill or leaves vector processing, a
route-end request is sent to Conversant.

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Considerations
Administrators and planners must consider:
ICM traffic
Rated switch capacity
CallVisor ASAI interface traffic
Rated capacity of the adjunct application processor
Avaya Technical Design Center can provide planning assistance.
In addition, you must consider the following:
CallVisor ASAI and BX.25 CPN/BN-ANI are not supported simultaneously.
Direct Agent Calls (DACs) are allowed only if the caller and the receiving agent
have a Class of Restriction (COR) that allows Direct Agent Calling.
DACs cannot go through vectors.
DACs cannot be made over a DCS link. If the receiving agent is not an internal
extension, the call is denied.

Interactions
Call Prompting
Digits collected by Call Prompting are passed with current call information to a
Conversant adjunct.
Direct Agent Calling
Direct Agent Calling allows an adjunct to direct a call to a particular ACD agent
and have the call treated as an ACD call. Calls that enter the switch as ACD calls
and are routed to a particular agent via adjunct routing, or are transferred via a
third-party make-call request, are treated as ACD calls for the duration of the call.
See ‘‘Automatic Call Distribution’’ for more information on Direct Agent Calls.
Priority Calling
CallVisor ASAI allows both Priority Calling and Direct Agent Calling for the
same call.

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Information Forwarding (Category A
only)
Whenever the DEFINITY interflows a call over ISDN trunk facilities (for example, PRI or
BRI) by means of a route-to (with Look-Ahead Interflow active), queue-to best, or check
best command, the following information is sent with the call via user-to-user information
transport (via UUI IE) and can be used by adjuncts or displayed at the receiving switch:
ASAI user information
the name of the active VDN (LAI DNIS)
other LAI information (a time stamp showing when the call entered the current
queue, the call’s priority level in its current queue, and the type of interflow)
any collected digits (this does not include dial-ahead digits). These digits are
available for processing at remote vectors and/or displaying to the agent.
the number of seconds that the call has already spent in vector processing (called
“in-VDN time”)
Universal Call ID (UCID)
NOTE:
Sending of information depends on priority settings and activated features. Also the
switch version must be V6 or later.
Forwarding of the last three items, collected digits, in-VDN time, and UCID applies to the
DEFINITY R6.3 and newer.

Administering User-to-User Information
transport
This section outlines the procedure to administer your incoming and outgoing trunk
groups to send user data over your network. Before administering the trunk group, review
these guidelines:
If you are using shared UUI (any Supplementary Service other than b), then you
must administer the UUI Treatment for the trunk groups (both outgoing and
incoming at the remote end) as shared. Use this option when you want to forward
information to the DEFINITY R6.3 (or newer) in non-QSIG networks.
With QSIG (Supplementary Service b), you need to administer Shared UUI to
include ASAI user information with MSI transport. If UUI Treatment is the
default service-provider, DEFINITY forwards the ASAI user data (if provided)
in a non-shared codeset 0 UUI IE while forwarding the other data as MSI.
NOTE:
You do not need to complete this procedure if you do not intend to send user data
over the network.

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Table 3-28 lists the form and fields needed to administer information transport on trunk
groups.
Table 3-28. Required forms
Form

Fields

Why is this field needed?

Is field optional?

ISDN
Trunk
Group

UUI IE Treatment

Set field to either

shared (for trunk groups
connected to the DEFINITY
ECS R6.3 or newer if you
want shared data).

(BRI or
PRI)

However, this field
cannot be blank.

service-provider (for trunk
groups connected to the
DEFINITY ECS prior to R6.3
or if you want service
provider functionality).
Maximum Size of
UUI IE Contents

Set according to what the network
Y
supports. 128 (default) is
recommended for private networking.

Shared UUI
Feature Priority
fields

Set the priority for each type of user
Y
data (such as UCID, ASAI, and other If blank, info not sent.
application information). Only needed
for non-QSIG trunk groups.

To administer Shared UUI information transport:
1. In the command line, enter change trunk-group n and press RETURN.
The Trunk Group administration form comes up. n is the number of the trunk
group you want to administer.
2. Go to page 2 of the form.
3. In the UUI Treatment field, enter shared and press RETURN.

! CAUTION:
If the trunk group is connected to a pre-DEFINITY ECS 6.3 switch or if you
want service provider functionality, do not enter shared. Instead, leave the
default service-provider in this field. You cannot use Shared UUI unless
the trunk group is connected to a the DEFINITY ECS R6.3 (or newer).
The Maximum Size of UUI IE Contents field appears.
If you enter shared and the Send Codeset 6/7 LAI trunk group option is
on, you send the LAI information twice (unless the LAI Name and Other LAI data
items’ priorities are blank with non-QSIG—with QSIG, both are always sent), and
you may exceed the maximum ISDN message size.

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4. If you want to change the default size of 128 in the Maximum Size of UUI
IE Contents field, then enter the number for the maximum UUI size. If you
want to keep the default size, go to Step 5.
You must administer the trunk groups to send the appropriate amount of user
information over the connected network. For example, if the public network only
supports 32 bytes of user information, and you enter a number larger than 32, the
network may reject the entire UUI IE.
The DEFINITY ECS/switch accepts a range from 32 to 128.
5. Go to page 4 (the Shared UUI Feature Priorities page which comes up only when
the UUI Treatment field is set to shared).
Notice that all feature names (whether enabled or not) appear on this page. The
default values were assigned when Shared UUI was enabled.
6. Either leave the default settings, or reassign numbers from 1 to 6 (1 is the highest
priority) to each feature. For more information about user needs, see ‘‘Determining
user information needs’’ in the next section.
NOTE:
If you leave a feature field blank, that feature will not transport in the UUI
IE. If the public network supports less than 128 bytes, you need to choose
what feature information you want to send, and give that feature field a
higher priority.
7. Press

ENTER

to save your changes.

Detailed description
In the past, look-ahead interflow transported the LAI Information Element (IE) in codeset
6 or 7, which functioned over non-QSIG private networks, but only over certain public
networks.
Now, call centers can transport application information (including the LAI information)
over many more public ISDN networks because of using User to User Signaling (UUS)
Supplementary Services that incorporate user-to-user information (codeset 0 UUI).
Information passes over QSIG private networks using manufacturer specific information
(MSI—codeset 0 Facility IE) in various messages.
This feature:
enables multiple applications on the DEFINITY to share the contents of the UUI
IE or MSI
allows for backwards compatibility with software prior to the DEFINITY R6.3.
For more information about how to administer user-to-user information transport, see the
Information Forwarding chapter in the DEFINITY ECS Call Vectoring/EAS Guide,
555-230-521.

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Support of call center features
Information transport supports these call center features:
Enhanced Look-Ahead Interflow—routes calls from busy call centers to centers
that are less busy (see ‘‘Look-Ahead Interflow (Category A only)’’).
NOTE:
Look-Ahead Interflow information can be forwarded using information
transport or the traditional codeset 6/7 LAI IE. The switch version must be
DEFINITY R6 or newer.
Best Service Routing—routes calls to the best available agents wherever they are
(see ‘‘Best Service Routing (Category A only)’’).
Universal Call ID—provides a means to collect and trace call data from multiple
call centers (see ‘‘Universal Call ID’’).

Determining user information needs
The network byte limit on user information contents (the user data part of the UUI IE)
must be large enough to carry the data needed for the customer application.
If you want to forward information over a network that does not support at least 82 bytes
of user data, you must determine the space required for the application and adjust
priorities accordingly. For more information, see “Determining User Information Needs”
in the Information Forwarding chapter of the DEFINITY ECS Call Vectoring/EAS Guide,
555-230-521

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Considerations
— Enhanced information forwarding has been tested with several major carriers. To
find out if these capabilities work with your carrier, check with your account team
for the most current information. If testing has not been done to verify operation
over the public networks involved with the preferred specific configuration, use of
private ISDN trunking between the nodes should be assumed until successful
testing has been completed.
— Any switch that acts as tandem node must have priorities assigned to the Shared
UUI features for non-QSIG trunk groups. Even if this switch does not create
anything, the priorities must be set correctly to pass the information along. For
more information, see the ‘‘Troubleshooting’’ section.
— The Send codeset 6/7 LAI trunk group option operates independently of
the UUI IE Treatment trunk group option. However, if you turn both of these
options on, you’ll send the same information twice and possibly exceed the
maximum ISDN message size. The DEFINITY provides a warning message when
both options are administered. There are two ways to correct when the user data
exceeds the maximum message size, either:
put a blank in the priority fields for VDN Name and Other LAI
Information on the Shared UUI Feature Priorities form, or
disable the Send codeset 6/7 LAI option.
— For non-QSIG or QSIG trunk groups to the DEFINITY ECS R6.3 (or newer) that
require information forwarding, the UUI IE Treatment should be shared
and the Send Codeset 6/7 LAI IE should be n.
For more information, see the DEFINITY ECS Call Vectoring/EAS Guide,
555-230-521.
— Information transported via the Shared UUI is DEFINITY -proprietary; the
information will not work with switches other than the DEFINITY unless these
switches adhere to the proprietary encoding.

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Troubleshooting
The following troubleshooting hints should be reviewed when information is not
forwarded, even though you received no error messages while administering the Shared
UUI feature, and all software and connections meet the minimum requirements:
— If DCS is used, make sure all ISDN trunks between the DEFINITY used for DCS
or remote AUDIX are configured in the D-channel mode.
— For each ISDN trunk administered with the Shared UUI option, make sure the UUI
size does not exceed the UUI IE size that the network can support.
— For all non-QSIG ISDN trunks, make sure the UUI IE Treatment field is set
to shared.
— Make sure trunk group options are set correctly for the application and
configuration.
— Applications may fail on networks supporting limited UUI transport.
Administration determines which application’s UUI will be transported in these
cases. If a given application is failing, first check the administration to determine if
the application in question has the highest priority. This applies to tandem nodes as
well as originating nodes.
Applications that originate UUI on tandem nodes can request that assigned
priorities at the tandem node be applied to the resulting UUI. Therefore, it is
possible for a tandem node to erase UUI information received from the originator.
In other words, passing UUI through a tandem node transparently, as required for
UUS Service 1, does not apply to the proprietary shared UUI procedures of the
DEFINITY.

Interactions
Best Service Routing
Best Service Routing-related data is sent in addition to the associated ASAI user
data and UCID. For more information, see the DEFINITY ECS Call Vectoring/EAS
Guide, 555-230-521.

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Intraflow and Interflow
Intraflow and Interflow allow you to redirect ACD calls from one split/skill to another
split/skill when the splits/skills are not vector-controlled. Intraflow redirects calls to other
splits/skills within the system using Call Coverage or Call Forwarding All Calls. Interflow
redirects calls to an external split/skill or location using Call Forwarding All Calls.

Intraflow
Use Call Coverage with Intraflow to redirect ACD calls from one split/skill to another
conditionally, according to the coverage path’s redirection criteria. For example, you can
define a split/skill’s coverage path to automatically redirect incoming ACD calls to
another split/skill when a terminal is busy or unanswered. You can redirect calls to less
busy splits/skills, for more efficient call handling.
Use Call Forwarding with Intraflow to unconditionally forward calls for a split/skill.

Interflow
Interflow allows you to redirect ACD calls from a split/skill on one switch to a split/skill
on another switch or external location. Use Call Forwarding All Calls with Interflow to
unconditionally forward calls directed to a split/skill to an off-premises location. Calls can
be forwarded to destinations off the switch (that is, phone numbers on the public telephone
network). You cannot use Call Coverage with Interflow. If a coverage point station or
split/skill is forwarded/interflowed, it is taken out of the coverage path.
For details on how to forward calls to an external extension and on Call Coverage
redirection criteria, refer to DEFINITY ECS Administrator’s Guide, 555-233-506. See
‘‘Call Vectoring’’ and ‘‘Look-Ahead Interflow (Category A only)’’ for information on
advanced Interflow capabilities.

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Administering Intraflow and Interflow
Table 3-29. Required forms
Form

Field

Feature-Related System
Parameters

Coverage — Don’t Answer Interval for Subsequent
Redirection

Feature Access Code (FAC)

Call Forwarding Activation
Call Forwarding Deactivation

Hunt Group

Inflow Threshold
Priority on Intraflow

Coverage Paths

Don’t Answer
Busy
Number of Rings

Detailed description
Assign an inflow threshold for each split/skill receiving Intraflow and Interflow calls. This
threshold prevents a split/skill from receiving new ACD calls if the oldest call in the queue
has been there longer than the threshold. If an ACD call is forwarded or redirected through
Call Coverage, but cannot be routed to another split/skill or coverage path point, it
remains in queue at the original split/skill even though coverage tone may be heard.
For a split/skill with Intraflow and Call Coverage assigned, you can also assign Priority on
Intraflow. When an ACD call intraflowing from a split/skill with Priority on Intraflow to a
covering split/skill enters the queue, that call is placed ahead of nonpriority calls but
behind other priority calls already in the queue. All priority calls are answered before any
nonpriority calls.
Calls intraflowed via Call Coverage to a covering split/skill are never connected to the
first delay announcement at the covering split/skill. Calls redirected via Call Forwarding
receive the delay first announcement at the forwarded-to split/skill, but never receive a
forced first announcement.
As an illustration of how Intraflow works, assume the following:
A call is intraflowed from split 1 to split 2 via Call Coverage.
Split 1 is assigned priority on intraflow.
Split 2 has a queue with three priority calls and four nonpriority calls.
Split 2 has an inflow threshold of 90 seconds and the oldest call in queue at split 2
has been in queue for 60 seconds.

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Split 2 has been assigned a second delay announcement and has a second delay
announcement interval of 45 seconds.
Music-on-Hold is provided.
When the call is intraflowed from split 1 to split 2, the call is placed in the split 2 queue as
the fourth priority call, ahead of the four nonpriority calls. The call stays in the queue for
45 seconds and is still not answered. Then the call is connected to the second delay
announcement for split 2. After the announcement, the caller hears music until an agent
answers the call.
You can assign a Coverage ICI button to an agent’s multiappearance phone. The agents
use the button to identify a call that is intraflowed from another split/skill. When an agent
receives such a call, the button lamp lights.

Considerations
The same coverage path can be used for as many splits/skills as desired. You should
administer redirection criteria for a split/skill coverage path so that calls are redirected
under Busy or Don’t Answer conditions. Do not use All or Send All Calls as redirection
criteria.

Interactions
Call Coverage
All splits/skill with the same coverage path are automatically assigned the same
Don’t Answer Interval. The default Don’t Answer Interval is 2.
If Intraflow via Coverage is active, the Coverage Don’t Answer Interval associated
with Call Coverage begins when a call enters the split/skill queue.
If the Coverage Don’t Answer interval expires before either of the two
delay-announcement intervals expires, a call is redirected to coverage. If either of
the delay-announcement intervals expires before the Coverage Don’t Answer
interval, the call is connected to a delay announcement, if available.
If no coverage point is available to handle a call, a call remains in queue and may
then be connected to a delay announcement.
Temporary Bridged Appearance
If an ACD call is routed to an agent but is intraflowed to another split/skill before
being answered, the Temporary Bridged Appearance at the agent’s telephone or
console is no longer maintained.

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Look-Ahead Interflow (Category A
only)
Use Look-Ahead Interflow (LAI) to balance the load of ACD calls across multiple
locations. With Look-Ahead Interflow, you can optionally route a call to a backup location
based on your system’s ability to handle the call within parameters defined in a vector. In
turn, the backup system can accept or deny the call also based on parameters defined in a
vector.
Look-Ahead Interflow requires end-to-end ISDN connections, and it works over private
and public networks.
Look-Ahead Interflow can:
produce First in First Out (FIFO) or near FIFO call routing
provide globally-supported information forwarding over public or private ISDN
(PRI and BRI) networks using non-QSIG or QSIG protocols. For more
information, see ‘‘Information Forwarding (Category A only)’’.
NOTE:
The rest of this section assumes you will read the DEFINITY ECS Call
Vectoring/EAS Guide, 555-230-521, for a detailed description of Look-Ahead
Interflow and its uses. The guide contains information that is critical to the effective
and efficient use of this feature.

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Administering LAI
Table 3-30. Required forms
Form
System Parameters
Customer-Options

Field

Vectoring (Basic)
ISDN-PRI
Lookahead Interflow

Trunk Group (ISDN)

Outgoing Display
Codeset to Send TCM, Lookahead
Supplementary Service Protocol
UUI Treatment

Feature-Related System
Parameters

Interflow-Qpos EWT Threshold

ISDN Numbering Public/Unknown

Ext Len
Ext Code
CPN Prefix

Call Vector

Complete a form for each Look-Ahead Interflow vector

See ‘‘Call Vectoring’’ for associated Call Vectoring administration.
System-Parameters Customer-Options — For full functionality, options must be
enabled at both the sending and receiving switches. If Look-Ahead Interflow is not
optioned on the receiving switch, interflow still results on a look-ahead basis.
However, the forwarded Dialed Number Identification Service (DNIS) (sending
switch VDN name) information is ignored and tandem Look-Ahead Interflow is
not provided.
Trunk Group Form (ISDN) — If you do not want the call originator’s display to
update on each Look-Ahead Interflow call attempt, look-ahead calls should be
routed over trunk groups with the Outgoing Display field set to n.
Feature-Related System Parameters Form — Administer the Interflow-Qpos
EWT Threshold field when working with enhanced Look-Ahead Interflow.
Any calls that will be answered before this threshold will not be interflowed
(therefore saving CPU resources).
ISDN Numbering - Public/Unknown Form — Administer a CPN Prefix for each
Vector Directory Number (VDN) that maps to a vector used to place Look-Ahead
Interflow calls. If you do not, a Look-Ahead Interflow DNIS of all blanks displays
on the answering agent’s phone.
For private network non-QSIG connectivity with direct facilities between the DEFINITY,
administer Look-Ahead Interflow DS1/E1 circuit packs with Country Protocol Option 1
independent of the country where the system is located.

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Considerations
LAI has been tested with several major carriers. To find out if these capabilities
work with your carrier, check with your account team for the most current
information. If testing has not been done to verify operation over the public
networks involved with the preferred specific configuration, use of private ISDN
trunking between the nodes should be assumed until successful testing has been
completed.
All calls routed over ISDN facilities by a route-to number with cov n or
route-to digits with cov n vector command on a switch where Look-Ahead
Interflow is enabled are treated as Look-Ahead Interflow call attempts.
A vector may route a call over an ISDN facility to a destination that is not a VDN.
The sending switch processes this call as a Look-Ahead Interflow call even though
it is not. ISDN processing at the receiving switch causes the call to always be
accepted. However, the DNIS and any other information in the Look-Ahead
Interflow information forwarded with the call are ignored.
Until the look-ahead attempt is accepted by the receiving switch, the caller
continues to hear any feedback applied by the sending switch vector and will
remain in any split/skill queues.
Route-to number with coverage y or route-to digits with coverage y
commands never result in a Look-Ahead Interflow call attempt. The sending end
assumes the call is always going to be accepted. This command always completes
the call. Moreover, the command should not be used if the vector at the receiving
switch might deny the call, since the caller in this case would be given a busy
signal or would be disconnected. Use this command with coverage y only when
you want unconditional interflow (with Look-Ahead Interflow active) and the
terminating switch is set up accordingly.
Audible feedback may be provided to the caller before interflow is attempted.
Therefore, another audible feedback from the receiving switch may confuse the
caller. For example, a caller hearing ringback on the sending switch may be
confused if music is applied suddenly when the call interflows to the receiving
switch.
For backward compatibility of LAI applications between the DEFINITY ECS
R6.3 and older DEFINITY switches, leave the “Send Codeset 6/7 LAI IE” option
on the Trunk Group form set to its default y. Existing LAI applications will
continue to operate as before, even after you upgrade.
You can use enhanced LAI available in the DEFINITY ECS R6.3 (and newer),
without any network or trunk administration changes, by adding the interflow-qpos
conditional to original LAI vectors (the conditional applies only to calls in queue).
The DEFINITY G3V4 does not have to have R6.3 (and newer) software to receive
LAI calls from another DEFINITY G3V4 with the R6.3 software. However, if
both the local and remote switches in LAI applications are upgraded to the
DEFINITY ECS R6.3 (and newer), Enhanced Information Forwarding and Best
Service Routing capabilities can also be used. However, the interflow-qpos
conditional is not necessary for enhanced information forwarding.

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Interactions
AAR/ARS
ISDN facilities used to provide Look-Ahead Interflow to a VDN on another switch
in a private network can use the AAR feature if private facilities are to be used for
call routing.
Agent Telephone Display
If collected digits are forwarded with an interflowed call, the forwarded digits are
displayed to the answering agent (unless they’re overridden with newly collected
digits) on the telephone display.
Attendant Control of Trunk Group Access
Calls will not route over a trunk with Attendant Control of Trunk Group Access
set.
Authorization Codes
Authorization Codes must not be required for interflow routing. Assign a high
enough FRL to the VDN so that the route desired for routing interflow calls can be
used without requiring an Authorization Code entry. If a route choice is
encountered that requires a higher FRL, the interflow is considered an invalid
destination (rejected for Look-Ahead Interflow or not available for standard
interflow) without the application of recall dial tone.
BCMS
BCMS does not log LAI attempts, nor does it report accumulated in-VDN time.
Call Detail Recording — Sending Switch
No Ineffective Call Attempt or Outgoing Call CDR records are generated for
vector route-to commands that are unsuccessful including denied Look-Ahead
Interflow attempts.
If a local (on-switch) call to a VDN generates a Look-Ahead Interflow call attempt
that is accepted, and answer supervision is returned from the receiving switch, then
one Outgoing Call CDR record is generated with the originating extension as the
calling number.
If an incoming (off-switch) call to a VDN generates a Look-Ahead Interflow call
attempt that is accepted, and no answer supervision is returned from the receiving
switch, then one incoming CDR record is generated. The VDN is the called
number, and the duration is from the time answer supervision was provided to the
incoming trunk.
If an incoming (off-switch) call to a VDN generates a Look-Ahead Interflow call
attempt that is accepted, and answer supervision is returned from the receiving
switch, then two incoming CDR records are generated:
— An incoming record with the VDN as the called number and the duration as
the time since answer supervision was provided to the incoming trunk. This
is generated if the call is initially answered in the sending switch before
interflow takes place.

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— An outgoing record containing the incoming trunk information as the
calling number and the dialed digits and the outgoing trunk information as
the called number.
Call Detail Recording — Receiving Switch
On the receiving switch, an incoming Look-Ahead Interflow call is treated like any
other incoming vector call.
If answer supervision is returned by the vector, and the call is never terminated to
another destination, then the VDN extension is recorded as the called number in
the CDR record.
If the call terminates to a hunt group, then the VDN, hunt group, or agent extension
is recorded as the called number. If the Record VDN in Record field of the
Feature Related System Parameters is y, then the VDN extension overrides the
Call to Hunt Group - Record administration option for vector calls.
Call Prompting
Digits collected at the sending switch, no matter how they are collected
(caller-entered, ASAI provided, CINFO provided, etc.) are forwarded with
interflowed calls and available at the remote switch via information forwarding.
For more information, see ‘‘Information Forwarding (Category A only)’’.
NOTE:
Dial-ahead digits are not forwarded with the call. There is a maximum of 16
forwarded digits.
Centralized Attendant Service
A centralized attendant can be a Look-Ahead Interflow destination.
Display - 27 Character
The VDN name (part of the LAI information forwarded with calls) can be up to 15
characters long. Any characters over this limit will be dropped.
Distributed Networking - Manufacturers Specific Information (MSI)
LAI (whether enhanced or not) may not function with systems from other vendors
(unless that vendor develops a corresponding capability that works with the
DEFINITY).
Facilities Restriction Level and Traveling Class Marks
The FRL for interflow over ARS/AAR route choices is assigned to the original
VDN used for the incoming call.
Incoming Call Management
The adjunct routing capabilities of vectoring can be used at the sending switch to
determine if a call should be interflowed. Adjunct routing at the receiving switch
can be used to tandem the call to a far-end switch.

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If the call terminates to a trunk (tandem), then two CDR records are generated:
— An incoming record with the VDN as the called number and the duration as
the time since answer supervision was provided to the incoming trunk.
— An outgoing record containing the incoming trunk information as the
calling number and the dialed digits and the outgoing trunk information as
the called number.
Network Access
LAI operates over public, private, or virtual private (for example, SDN)
ISDN-BRI and -PRI networks that meet minimum network requirements.
The sending of a Look-Ahead Interflow codeset 6/7 information element is
counted toward Message Associated User-to-User Information (MA-UUI) counts.
Path Replacement for QSIG/DCS ISDN Calls
Path replacement, using QSIG, for calls in queue and vector processing is
available with DEFINITY R9.5 and newer releases. For calls that are waiting in
queue or in vector processing, even if the call is not connected to an answering
user, path replacement can be attempted to find a more optimal path for this call.
This results in more efficient use of the trunk facilities.
For the DEFINITY R9.5 and newer releases, the QSIG ISDN or DCS ISDN trunk
path-replacement operation can be triggered for ACD calls by the Look-Ahead
Interflow route-to number vector step, BSR queue-to best vector step, and the
Adjunct Routing vector steps.
See the DEFINITY ECS Call Vectoring/EAS Guide, 555-230-521, for additional
information on path replacement.
QSIG
LAI and information forwarding function over QSIG trunk facilities if the remote
locations are the DEFINITY systems. You may get LAI call control functionality
with other vendors if the DEFINITY is the starting point.
Redirect on No Answer (RONA)
Calls redirected to a VDN by RONA can be subsequently processed and routed by
LAI applications.
Service Observing
You can observe a call in LAI processing via VDN observing throughout the life of
the call (as long as the call is still connected through the local DEFINITY). All
current restrictions on Service Observing still apply. Incoming calls can be service
observed at the remote switch.
Trunk-to-Trunk Transfer
Interflowed calls may be transferred by a receiving switch to another trunk
connection.
VDN Override
The name of the active VDN for a call is displayed at the remote answering agent.

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Multiple Call Handling
Multiple Call Handling (MCH) allows agents to receive an ACD call while other types of
calls are alerting, active, or on hold.
NOTE:
MCH Forced is available only with Category A only.

Administering MCH
Table 3-31. Required forms
Form
Hunt Group

Field

ACD
Multiple Call Handling

The MCH column on the List Hunt Group form contains the value that you enter in
Multiple Call Handling.

Detailed description
Applications
Use Multiple Call Handling in applications where you want agents to take additional calls
without dropping the active call. Examples of applications include:
An agent and a caller may need to wait on a call for information. MCH allows the
agent to put the call on hold and handle other ACD calls until information is
available.
ACD calls may be more important to your business than non-ACD calls. Use
MCH to interrupt agents on non-ACD calls with an ACD call.
In an EAS environment, calls from one skill may be more important than calls
from another skill. Use MCH to interrupt an agent who has a call from the
less-important skill with a call from the more-important skill.
You can use MCH in an Expert Agent Selection (EAS) or non-EAS environment.
With EAS, you can administer any combination of MCH and non-MCH skills for
an agent. If an EAS agent is a member of both MCH and non-MCH skills, he or
she can handle multiple simultaneous ACD or Direct Agent Calls only in the MCH
skills.
Without EAS, agents can be logged into only one split if it is an MCH split.
Similarly, am agent logged in to a non-MCH split cannot log into an MCH split.

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MCH settings
On request
In on-request splits/skills, the following is true.
If an agent goes into Auto-In or Manual-In work mode, but there are no calls in the
queue, the agent is placed at the bottom of the MIA queue or at the bottom of their
skill level in the EAD queue, or is made available in the DDC queue.
Agents must select Auto-In or Manual-In work mode for each new ACD call they
take while a call is on hold.
The agent can take additional ACD calls as long as there is an available line
appearance.
Use on-request MCH in conjunction with a feature such as VuStats, which agents can use
to see when the queue is getting full and take additional calls.

One forced (Category A only)
An agent who is idle or active on a non-ACD call is automatically interrupted with an
ACD call from this split/skill when no other ACD call for any of the agent’s splits/skills
are alerting, active, or held. In addition, the following must also be true:
The agent is in Manual-In or Auto-In work mode.
The agent is the most idle or next available.
An unrestricted line appearance is available.
AUX work or Move from CMS are not pending.
As long as an ACD call is active or held, the agent does not automatically receive an
additional call from the one-forced split/skill. An agent in a one-forced split/skill in
Auto-In or Manual-In work mode is unavailable for that split/skill from the time that an
ACD call rings until all ACD calls are abandoned, redirected, or dropped. However, the
agent can request another ACD call from a one-forced split/skill by placing the active call
on hold and selecting Manual-In or Auto-In work mode.
If an agent with multiple skills is active on an ACD call for a group with one-forced MCH,
the agent could be forced to take an ACD call for one of his or her other skills, depending
on that skill’s MCH settings.
Because one-forced MCH forces an ACD call to alert an agent who is not on an ACD call,
use it when you want ACD calls to take precedence over other calls.

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One per skill (Category A only)
You must have EAS to use one-per-skill MCH. An agent with no ACD calls for this skill
is automatically interrupted with a single ACD call from this skill under the same
conditions listed for one-forced.
If a one-per-skill call is active or held, the agent does not automatically receive additional
calls from that skill. However, the agent can request another ACD call from a one-per-skill
in the usual way.
If an agent with multiple skills is active on an ACD call for a one-per-skill group, the
agent could be forced an ACD call for one of his or her other skills if those skills are
many-forced or one-per-skill MCH.
Use one-per-skill MCH when calls from one skill are higher priority than other ACD calls.

Many forced (Category A only)
Agents are automatically interrupted with an ACD call under the same conditions listed
for one-forced. As soon as an agent answers an alerting ACD call, the agent immediately
becomes available to receive another ACD call from a many-forced split/skill.
Agents in many-forced groups in Auto-In or Manual-In work mode are unavailable only
when an ACD call is ringing.
Use many-forced MCH when agents must answer important or urgent calls, even when
they must put equally important calls on hold. It can also be used to force Direct Agent
calls to an agent.

MCH example
In this example, an agent is logged into 4 skills, each with a different MCH option. Table
3-32 shows how calls are delivered when an unrestricted-line appearance is available and
the agent is in Auto-In or Manual-In work mode (AUX work mode is not pending).
Table 3-32. MCH call delivery example
Calls Delivered?
Skill 1
(MCH=onrequest)

Skill 2
(MCH=oneforced)

Skill 3
(MCH=oneper-skill)

Skill 4
(MCH=many
-forced)

No calls on set

yes

One active extn call

yes

Skill 1 call active

yes

Skill 2 or 4 call active

yes

Condition

Continued on next page

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Table 3-32. MCH call delivery example — Continued
Skill 3 call active

yes

Extn call held, no other action

yes

Skill 1, 2, or 4 call held, no other action

yes

Skill 3 call held, no other action

yes

Extn call held, then AI/MI selected

yes

Skill 1,2,3, or 4 call held, then AI/MI selected

yes

Continued on next page

Agents and supervisors in on-request MCH splits/skills can use Queue Status, VuStats,
and BCMS/CMS reports to determine if a waiting call must be answered immediately.

Considerations
Agents can receive multiple calls only when in Auto-In or Manual-In work mode.
All forced MCH calls are delivered with ringing at the agent’s station, not with zip
tone. Requested MCH calls are delivered with ringing or zip tone.
Agents can toggle between Auto-In and Manual-In work mode.
If an agent selects ACW or AUX work mode with calls on hold, the work mode is
pending until all calls complete or until an Manual-In call completes. New ACD
calls are not delivered when AUX work is pending. When an ACD or Direct Agent
call with pending ACW completes, the agent enters ACW. When an agent is active
on a non-ACD call with ACW pending, the agent can receive forced MCH calls.
If an agent is either in Auto-In work mode and active on an ACD or Direct Agent
call, or in Auto-In or Manual-In work mode and active on a non-ACD call and a
Manual-In ACD or Direct Agent call abandons from hold, the agent is pending for
ACW work mode and the after-call button lamp flashes.
If an agent reconnects to an ACD or Direct Agent call on hold, his or her work
mode changes to the call’s work mode (Auto-In or Manual-In).
Do not use forced MCH with DDC distribution because the first agent continues to
receive calls until all line appearances are busy.

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Interactions
Automatic Hold
To answer a ringing ACD call, an agent in a many-forced, one-forced, or
one-per-skill split/skill pushes the line-appearance button. If automatic hold is
administered, the active call is automatically placed on hold. Otherwise, the agent
must first push hold.
Call Work Codes and Stroke Counts
Agents handle multiple ACD calls simultaneously with MCH can enter CWCs and
Stroke Counts. When an agent does so with multiple calls on the station, the
code/count is associated with the last call the agent handled. If an agent enters a
code/count during an active call with calls on hold, the code/count is associated
with the active call.
If an agent with on-request MCH is active on a call that requires forced entry of
CWC or stroke counts and places the call on hold without entering a code/count,
he or she cannot request another call.
If agents with many-forced MCH are in a split/skill with forced entry of CWC or
stroke counts, they are forced to handle an ACD call even if they have not entered
a code/count.
Direct Agent Calling
Agents can handle multiple Direct Agent calls if their direct agent skills have
MCH. The queue-status indicator is not lit when a Direct Agent call queues to a
split/skill. Agents are notified that calls are waiting with a ring ping and a flashing
current-work-mode lamp.
Move Agent While Staffed
An agent with a move pending can place a call on hold and request another ACD
call. All calls and ACW must complete before the pending move occurs.
Non-ACD calls
If an agent activates Auto-In or Manual-In work mode with calls on hold, he or she
can answer or originate a non-ACD call. With on-request MCH, the agent is
temporarily unavailable for ACD or Direct Agent calls. With forced MCH, a call
can be delivered. If an agent in ACW reconnects to an AUXIN/AUXOUT call, the
agent remains in ACW.

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Queueing
When an agent is available, the agent is placed at the end of the queue for Uniform
Call Distribution (UCD) hunt groups or at the bottom of the skill type for Expert
Agent Distribution (EAD) hunt groups, or is made available for Direct Department
Calling (DDC) hunt groups. When the agent becomes the most available according
to group type (UCD, EAD, or DDC), he or she receives a queued ACD or Direct
Agent call.
If the last agent on a forced MCH split/skill is pending for AUX work mode in a
nonvector-controlled split, the agent must empty the queue before going to AUX
work mode. The agent continues receiving ACD calls until the queue is emptied.
Redirection on No Answer
If an agent has a call active or on hold and the RONA timer expires for another
ringing ACD call, RONA redirects the alerting call back to the split/skill or
administered VDN. The agent is not taken out of service when the call redirects,
but is placed at the bottom of the Most Idle Agent (MIA) or Expert Agent
Distribution (EAD) queue.
Restricted line appearance
If you administer last-available line appearance as Restricted Last Appearance for
an agent’s telephone, the agent does not receive additional ACD calls because the
appearance is reserved for making conference or transfer calls.

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Network Call Redirection (NCR)
(Category A only)
Network Call Redirection is a DEFINITY ECS feature available starting with Release 8.3.
Full administration support of the feature is provided with the DEFINITY ECS R8.3 SAT.
In addition, route-to-number support for ~r vector administration is available with
CentreVu CMS R3V9 and CentreVu Visual Vectors Version 9.0. CentreVu CMS R3V6 or
newer administration support for BSR will support NCR. NCR is not supported on
Category B switches.
NCR may only be activated for incoming ISDN trunk calls where the associated trunk
group has been enabled by the public network service provider to use Network Call
Transfer or Network Call Deflection features. Because some public network service
providers do not support forwarding of User-to-User Information (UUI), Information
Forwarding data is lost and the second leg of the redirected call will look like an entirely
new call to the DEFINITY to which the call is redirected.
NCR uses the DEFINITY Best Service Routing feature’s queue-to-best vector step,
which is the recommended approach for implementation.
NOTE:
Network Call Transfer (NCT) currently works with only the MCI® DMS250
network switches. NCT is not currently offered on MCI DEX600 switches.
NCT on the MCI DMS250 switch requires that the second leg of the call must be
answered before NCT can be invoked.
Until NCR has been tested on specific PSTNs, performance is not guaranteed. To
verify operability, contact your CRM Regional Offer Manager.
See the DEFINITY ECS Call Vectoring/EAS Guide, 555-230-521, for additional
information on setting up vectors for NCR.

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Administering NCR
This section describes how NCR is administered on the DEFINITY.
The following fields must be set on the DEFINITY administration forms for NCR to
work:
Table 3-33. Required forms

Form

Field

Value

For both NCT and NCD. . .
System Parameters Customer
Options

Call Center Release

8.3 or later

System Parameters Customer
Options

ISDN Network Call
Redirection

Best Service Routing Application
form (for the location to receive
the call)

Net Redir?

For NCT. . .
Trunk Group form

Signaling Group form

Group Type

isdn

Supplementary
Services Protocol

Network Call
Redirection

Nortel-transfer (for MCI
DMS250 switches) or
ANSI-transfer (for MCI
DEX600 switches)

Network Call Transfer

For NCD. . .
Trunk Group Form

Signaling Group Form

Group Type

isdn

Supplementary
Services Protocol

Network Call
Redirection

deflect

Network Call Transfer

For non-BSR applications or for standard or enhanced Look-Ahead Interflow
applications replaced by NCR supplementing BSR applications. . .
Call Vector form

leftmost position in the
route-to number
vector step

~r for each vector that will
invoke NCR.

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The ~r command takes up two digit positions in the vector step. This works with
queue-to-best or check-best vector steps. No change to the vector steps is required for
NCR with BSR.

Trunk Group form
For Network Call Transfer, the Group Type field on the Trunk Group form must be set
to isdn and the Network Call Redirection field must be set to transfer. The
Supplementary Service Protocol field must be set to g and the Network
Call Redirection field must be set to Nortel-transfer for MCI DMS250
switches or ANSI-transfer for MCI DEX600 switches. If the NCT feature is
subscribed to for the DEFINITY NCR feature, only PRI ISDN 2-way trunks may be used
for the incoming-call trunk groups to be administered for vectoring activation of NCT,
since the software selects a trunk from the same trunk group to set up the second leg call.
Refer to the following figures:

change trunk-group 29

Page

1 of

TRUNK GROUP
Group Number:
Group Name:
Direction:
Dial Access?
Queue Length:
Service Type:

29
MCI-1
two-way
n
0
sdn

Group Type:
COR:
Outgoing Display?
Busy Threshold:

isdn
1
y
255

Auth Code? n
Far End Test Line No:

TestCall BCC: 4
TRUNK PARAMETERS
Codeset to Send Display: 7
Max Message Size to Send: 260
Supplementary Service Protocol: g

TN: 1

CDR Reports: y
TAC: 729

Night Service:
TestCall ITC: rest

Codeset to Send National IEs: 7
Charge Advice: none
Digit Handling (in/out): enbloc/enbloc

Trunk Hunt: descend
Digital Loss Group: 13
Calling Number - Delete:
Insert:
Numbering Format:
Bit Rate: 1200
Synchronization: async
Duplex: full
Disconnect Supervision - In? y Out? y
Answer Supervision Timeout: 0

Screen 3-1.

Supplementary Service Protocol: NCT

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change trunk-group 29

Page
TRUNK FEATURES
Measured: both

ACA Assignment? n

Data Restriction? n
Send Name: n
Used for DCS? n
Suppress # Outpulsing? n
Outgoing Channel ID Encoding: preferred

2 of

Wideband Support? n
Maintenance Tests? y
NCA-TSC Trunk Member:
Send Calling Number: n

UUI IE Treatment: shared
Maximum Size of UUI IE Contents: 128
Replace Restricted Numbers? n
Replace Unavailable Numbers? n
Send Connected Number: n

Network Call Redirection: Nortel-transfer
Send UCID? y
Send Codeset 6/7 LAI IE? n

BSR Reply-best DISC Cause Value: 31

Network (Japan) Needs Connect Before Disconnect? N

Screen 3-2.

Network Call Redirection: NCT
For NCD, the Supplementary Service Protocol field must be set to c and the
Network Call Redirection field must be set to deflect. Refer to the following
figures:

change trunk-group 30

Page

1 of

TRUNK GROUP
Group Number:
Group Name:
Direction:
Dial Access?
Queue Length:
Service Type:

30
BT-1
two-way
n
0
sdn

Group Type: isdn
COR: 1
Outgoing Display? y
Busy Threshold: 255
Auth Code? n
Far End Test Line No:

TestCall BCC: 4
TRUNK PARAMETERS
Codeset to Send Display: 7
Max Message Size to Send: 260
Supplementary Service Protocol: c

TN: 1

CDR Reports: y
TAC: 729

Night Service:
TestCall ITC: rest

Codeset to Send National IEs: 7
Charge Advice: none
Digit Handling (in/out): enbloc/enbloc

Screen 3-3.

Supplementary Service Protocol: NCD

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change trunk-group 30

Page
TRUNK FEATURES
Measured: both

ACA Assignment? n

Data Restriction? n
Send Name: n
Used for DCS? n
Suppress # Outpulsing? n
Outgoing Channel ID Encoding: preferred

Network Call Redirection: deflect
Send UCID? y
Send Codeset 6/7 LAI IE? n

2 of

Wideband Support? n
Maintenance Tests? y
NCA-TSC Trunk Member:
Send Calling Number: n

UUI IE Treatment: shared
Maximum Size of UUI IE Contents: 128
Replace Restricted Numbers? n
Replace Unavailable Numbers? n
Send Connected Number: n

BSR Reply-best DISC Cause Value: 31

Network (Japan) Needs Connect Before Disconnect? N

Screen 3-4.

Network Call Transfer: NCD
NCT invocation using Call Vectoring requires that the trunk group used for the incoming
calls be two-way since the second outgoing call will be placed over an idle trunk in the
same trunk group used by the incoming call.
To increase the chance that there will be a trunk available to place the second leg call,
some trunks in the two-way trunk group can be reserved for outgoing-only use by using
Call-by-Call Service Selection Usage Allocation capabilities.
1. On the ISDN Trunk Group form, set the following fields:
Direction = two-way
Service Type = cbc
Usage Alloc = y
Disconnect Supervision In? = y
Disconnect Supervision Out? = y
2. Assign the incoming call Network Specific service (NSF) types on the ISDN
Trunk Group form CBC Trunk Group Usage Allocation page to limit how many
trunks can be used for incoming calls. For example, if all incoming calls are
“mega800” and two trunks out of a total of 100 are to be reserved, set the
Service field to mega800 and set the Min# Chan field to 2 and the Max#

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Chan field to 98. If the incoming calls are receive with two different NSF types,
for example, “sdn” and “mega800”, then assign both for the same Min# and Max#
values. Refer to the following figure.
change trunk-group 29

Usage Allocation Plan 1

Page
6 of
CBC TRUNK GROUP ALLOCATION
Usage Allocation Plan 2

Usage Allocation Plan 3

Min# Max#
Min# Max#
Min# Max#
Service/Feature Chan Chan Service/Feature Chan Chan Service/Feature Chan Chan
mega800
2
98
sdn
2
98

Screen 3-5.

CBC Trunk Group Allocation

NOTE:
The NSF coding for MCI WorldCom VNET service is defined as “sdn” on
the DEFINITY. The MCI 800 service is defined as “mega800” on the
DEFINITY.

Signaling Group form
For NCT, the Network Call Transfer field on the Signaling Group form must be
set to y. Refer to the following figure:
change signaling-group 4

Page

1 of

SIGNALING GROUP
Group Number: 4
Associated Signaling? y
Primary D-Channel: 01B1024
Trunk Group for Channel Selection:
Supplementary Service Protocol: a

Screen 3-6.

Signaling Group form: NCT

Max number of NCA TSC: 0
Max number of CA TSC: 0
Trunk Group for NCA TSC:
Network Call Transfer? y

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For NCD, the Network Call Transfer field on the Signaling Group form must be
set to n. Refer to the following figure:
change signaling-group 4

Page

1 of

SIGNALING GROUP
Group Number: 4
Associated Signaling? y
Primary D-Channel: 01B1024

Max number of NCA TSC: 0
Max number of CA TSC: 0
Trunk Group for NCA TSC:

Trunk Group for Channel Selection:
Supplementary Service Protocol: a

Screen 3-7.

Network Call Transfer? n

Signaling Group form: NCD

Call Vector form
For non-BSR applications or for standard or enhanced Look-Ahead Interflow applications
replaced by NCR, supplementing BSR applications, on the DEFINITY Call Vector form,
the leftmost two character positions (before the number) in the route-to vector step
(vector step 2 in the example on the next page) must be set to ~r to invoke NCR.

! CAUTION:
The number administered in the ~r vector step on the Call Vector form should not
have any ARS prefix or trunk access code. Refer to the following figure.
change vector 37

page 1 of 3
CALL VECTOR

Number:
Multimedia?
Basic?
Prompting?
01
02
03
04
05
06
07
08
09
10
11

37
Name:
n
Attendant Vectoring?
y
EAS? y G3V4 Enhanced?
y LAI? y G3V4 Adv Route:

Reroute using NCR Feature
n
Lock? n
y ANI/II-Digits? y ASAI Routing? y
y
CINFO? n
BSR? y Holidays? n

wait
0
secs hearing ringback
route-to
number ~r3035385103
____________
____________
____________
____________
____________
____________
____________
____________
____________

Screen 3-8.

Call Vector form with ~r vector step in NCR

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Best Service Routing Application form
On the DEFINITY Best Service Routing Application form, the Net Redir? field must
be set to y for each location to which calls are to be directed using NCR. Refer to the
following figure.

! CAUTION:
The number administered in the interflow VDN field on the Best Service Routing
form (or in the ~r vector step on the Call Vector form) should not have any ARS
prefix or trunk access code. Some PSTN numbers will need to include the
long-distance access code. Contact your PSTN for specific information.
BEST SERVICE ROUTING APPLICATION PLAN
Number: 1
Num
1
2
3

Name: ARS

Location Name

Screen 3-9.

Switch Node

Maximum Suppression Time: 30
Status Poll VDN
95022011
95022111
95032211

BSR Application form with NCR in use

Interflow VDN
3035389425
3038053652
95032221

Lock? N
Net Redir?
y
y
n

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Administration for support of AT&T In-band
Transfer and Connect
For transfer and connect data forwarding support, the ISDN NCR customer options must
be active. Only some of the trunk administration for NCR should be assigned, as
compared with NCT or NCD administration. Complete the following fields on the
DEFINITY forms that are specified.
Table 3-34. Required forms

Form

Field

Value

For support of AT&T In-band Transfer and Connect. . .
Signaling Group
Trunk Group

NCR

Supplementary
Services Protocol

a (National Public Network
- AT&T)

Network Call
Redirection

none

DS1 country
protocol

UUI IE Treatment

service provider (if only
the ASSAI user data
without the shared OP
code-length header is to be
included in the IE
shared (if all of the
Information Forwarding
user data that is associated
with the incoming call is to
be included with shared
headers)

Send UCID

Y (with UCID active for
the system and if UCID
data is to be included in the
shared UUI IE)

CBC Usage
Allocation

not required. The trunk
group does not have to be
two-way as a second call is
not generated by the
DEFINITY with Transfer
and Connect.

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Detailed description
Call redirection using NCR is accomplished by using either the public network’s NCD or
NCT options. NCD “clear call upon invocation” is only offered outside of the United
States. In the United States, only NCT is offered. In the future, the NCD “retain call until
alerting/connect” option may be provided by public networks outside of the United States,
but it is not currently available. NCR supports Information Forwarding via UUI transport
to the redirected-to location.

Network Call Transfer
NCT occurs after the incoming call is initially answered. With NCT, the DEFINITY is
required to set up the second leg of the call and then wait for the second site to
acknowledge before requesting the PSTN to transfer the first leg of the call to the second
leg, and before the PSTN drops the trunks to the DEFINITY. The benefit is that the
DEFINITY retains control over the call and can redirect the call using the trunk-to-trunk
method should the NCT invocation fail. Therefore, the NCT option is the most reliable.
After the second leg of the call is initiated and acknowledged by the public switch, the
public network joins the original ISDN caller to the redirected-to endpoint and then drops
both the original ISDN call and the second leg of the call at the redirecting DEFINITY
ECS.

Network Call Deflection
NCD occurs before the incoming call is initially answered. With NCD, the public network
sets up the second leg of the call to the redirected-to location when the DEFINITY
deflects the call. There are two PSTN options for NCD, per the ETSI standards: “retain
call until alerting/connect” and “clear call upon invocation.” This is commonly referred to
as a partial call reroute.
With the “clear call on invocation,” which is the only NCD operation currently available,
the DEFINITY loses control of the call once the call has been transferred to the public
network for redirection. The DEFINITY does not retain control of the call until it has been
acknowledged by the network, so there is no alternative transfer possible if the public
switch cannot transfer the call to the second location.

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The “retain call until alerting/connect” option is not widely available (no known PTSN
offers it at this time). With this option, the PSTN sets up the second leg of the call and
waits until an alerting message is received before the first leg of the call is dropped. In this
case, if the second leg of the call fails, then the DEFINITY can redirect the call through
another method (such as trunk-to-trunk connection) and not lose the call.
NOTE:
There may be limits placed on the number of times a call may be redirected over the
public network. These limits are imposed by the public network service provider.
For example, in the United States, MCI currently allows only one redirection per
call. In the United Kingdom, there is a limit of 20 call deflections per call. In
addition, there may be additional charges associated with redirected calls.
Additionally, some public network service providers do not support forwarding of
User-to-User Information (UUI), including ASAI User data, collected digits, VDN
name, the VDN in-time (as reflected by the NETINTIME database items), and the
UCID. This means that Information Forwarding will be lost and the second leg of
the redirected call will look like an entirely new call to the redirected-to DEFINITY
at the second location. One of the data items lost is the VDN name, which is
rerouted to the originally called service (DNIS) information. The indication that the
call has been forwarded can be achieved by using dedicated VDNs for call
forwarding, but it does reduce the benefits of Information Forwarding inherent with
NCR. Also, this option limits CTI applications as there is no ASAI information or
UCID forwarded.
NOTE:
At this time, no PSTNs are offering the Network Call Deflection “retain call until
alerting/connect” operation. Therefore, only the Network Call Deflection “clear call
upon invocation” offer is available from PSTNs. Both methods are described in this
document. It is advised that you negotiate with your PSTN as the NCR feature will
work on either platform. NCR is limited by which PSTN platform is available to
you.

Information Forwarding support for AT&T
In-band Transfer and Connect
Enabling NCR also provides Information Forwarding support for the AT&T Transfer and
Connect In-band network service ISDN D-channel data forwarding capability starting
with DEFINITY R9.2 load 35. The DEFINITY Information Forwarding feature forwards
UUI that is associated with the call to the “transferred to” location. When NCR is active in
the DEFINITY system, transferring the call using Call Vectoring and AT&T In-band
Transfer and Connect, the disconnect vector step includes the codeset UUI IE in the ISDN
DISSCONNECT message.

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Considerations
This section contains basic information on troubleshooting, as well as important
information about administering NCR.

Troubleshooting
General troubleshooting of NCR can be accomplished by using the following techniques:
The ISDN message trace information provided by the Message Sequence Tool
(MST)
Vector events displayed by the display events DEFINITY system
administration command.
To see the behavior of a particular VDN or vector, use the list trace vdn
and/or list trace vector commands to check for NCR errors.
To check for NCR errors using BSR processing, enter the ch MST switch
administration terminal command to set the BSR and vector fields to Y, and use
the enable mst and the list mist cont switch administration terminal
commands to see NCR-related MST trace data.
If logged in at the switch administration terminal (SAT) via the init login, enter go
tcm followed by the rdd:dp_mgr Bsr_applloc command to see the total
attempts, internal error, network error, successful redirection, and disconnect peg
counts that are associated with BSR call interflows where NCR was invoked.
These peg counts are free running and are only reset when the BSR Best Service
Routing Application form is accessed using the ch best SAT command for a
particular BSR application number.
If NCR vector activation fails, use the display events SAT command to check for
the following NCR vector events:
310 NCR: Invoke trunk not ISDN
311 NCR: Bad NCR trunk admin
312 NCR: No NCT PSTN service
313 NCR: No NCT outgoing trk
314 NCR: NCT outgo trk drop
315 NCR: PSTN NCT invoke err
316 NCR: PSTN NCT netwrk err
317 NCR: Used NCT trk-to-trk
318 NCR: No NCD PSTN service
319 NCR: NCD invalid PSTN nmbr
320 NCR: NCD call connect err
321 NCR: PSTN NCD invoke err
322 NCR: PSTN NCD netwrk err

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323 NCR: PSTN NCD max redirs
324 NCR: PSTN NCD no disc
325 NCR: Internal system err
See the DEFINITY ECS Call Vectoring/EAS Guide, 555-230-521, for additional
information on Display Events.

Things to know
The following important items should be known.

Failures
Failures can occur in NCR after the queue-to-best or the ~r route-to number vector step is
executed. Vector programming should be provided to route the call in another manner is
the NCR operation fails.
Failure to invoke Network Call Transfer: If Network Call Transfer is invoked
and the public network rejects the call, the call will revert to a trunk-to-trunk
transfer. In this case, the call is not lost. However, vector processing is stopped at
the redirecting DEFINITY switch.
Failure to invoke Network Call Deflection: If NCD is invoked and the public
network rejects the call, the call is disconnected form the rerouting DEFINITY. In
this case, the call is lost. No vector processing takes place at the redirecting
DEFINITY switch.

NCT and call vectoring
With NCT, the transferring vector may or may not answer the first leg of the call before
redirecting the call over the public network. If the call has not been answered by vector
processing, DEFINITY will automatically answer the call before requesting NCT.

NCD
With NCD, no steps in the vector can be executed that answer the call or the redirection
will not occur. Vector steps that should not be used before NCD is invoked are:
announcement
wait hearing music
converse-on split/skill
collect

Announcement vector steps
Announcement vector steps cannot be used with NCD before NCD is to be invoked.
Announcement vector steps can be used in following vector steps if NCD fails.
Announcement vector steps can be used with NCT.

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ASAI drop event
Successful NCR call redirection causes an ASAI “drop” event to be sent to the CTI
application with a CV_REDIR cause value of decimal(30) after the redirection is
completed. Only one NCR “drop” event is received for a successful NCR operation when
the NCT PSTN feature is used, even though two trunks are dropped by the PSTN.

ASAI third-party merge/call transfer
The CTI application requests a third-party merge/call transfer ASAI operation to transfer
the call to the second switch. This is only used if Network Call Transfer is not available.
Once the two calls merge, then ASAI sends a third-party acknowledgement, and when the
call is completed, ASAI sends a drop event report, and the third-party call ends.

Interactions
Network Call Redirection interacts with several existing call center features. The features,
and the effect NCR has on them, are described in this section.
NCR interacts with or affects the following DEFINITY components:
station transfer by DCP set Transfer button/hangup or switch hook flash transfer
by hangup
station transfer by DCP set Conference button, in which the conferencing (middle)
party connects the two calls and then hangs up
Station call transfer/conference — An incoming ISDN call over a trunk with NCT
PSTN service is answered at the station or VRU or IVR. The station user/VRU
answers the call and initiates a “station call transfer” using the transfer feature
button or a switch hook flash. The DEIFNITY automatically sends the invoke
NCT ISDN FACility message when the transfer is complete only if NCT is
assigned to the incoming trunk group and the call is eligible for NCT. That is, if the
second leg of the call has been set up over a trunk with the same signaling group as
the incoming call and the second leg call has been answered. If the station user
initiates and completes a three-way conference instead, the DEFINITY
automatically sends an invoke NCT ISDN message when the initiating station
user drops from the three-way conference.
ASAI third-party call transfer
ISDN trunk administration
Attendant Vectoring — Attendant Vectoring can use the route-to number vector
step with the ~r option to route calls to attendants located at another DEFINITY
ECS switch node. The operation of the NCR feature using the NCD or NCT
networks features to accomplish the call redirection is exactly the same as for
redirecting ACD calls.
Call Vectoring and Best Service Routing (BSR)
Advice of Charge — No new capabilities are added for the NCR feature for the
Advice of Charge PSTN feature. The Advice of Charge feature should be used
with the same trunk facilities used for the NCR feature.

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BCMS — No change is made to BCMS for support of NCR. redirected calls are
tracked as completed calls since the PSTN disconnects the incoming facility of the
original call when the call is redirected to another site.
Enhanced Information Forwarding — For the NCR feature, Enhanced Information
Forwarding transports User-to-User information (UUI) for the incoming ISDN
call to the PSTN endpoint that receives the redirected call. The use of the
Enhanced Information Forwarding capability with NCR (the recommended
configuration) requires that the incoming call trunk group be assigned as “shared”
(i.e., the UUI IE treatment field is set to shared). However, if the trunk
group is set up as service provider, only the ASAI user information (or user
information provided by the incoming ISDN call) will be included in the UUI IE
sent on a non-shared basis to the redirected-to PSTN endpoint. NCR supports
Information Forwarding for AT&T In-band Transfer and Connect service.
Look-Ahead Interflow — NCR activation using the route-to number vector step
does note require Look-Ahead Interflow to be active to provide multi-site
capabilities, which are required for considering remote locations and access to the
BSR Application Plan form.
Service Observing by VDN — If the DEFINITY Service Observing by VDN
feature is used to service observe a VDN, where the NCR feature is used to
redirect incoming ISDN calls, the service-observer will hear the same tones,
music, and/or announcements heard by the incoming caller before the NCR feature
reroutes the call to another PSTN endpoint. When the NCR operation is
completed, the service-observer will be dropped as an observer of the incoming
call and placed in the service-observing queue associated with the VDN.
Trunk-to-Trunk Transfer — If the NCR feature is optioned and the ASAI
Third-Party make Call/transfer operation is used to redirect an incoming ISDN to a
PSTN endpoint, the Trunk-to-Trunk Transfer field on the
System-Related Customer Options for must be set to y for the call redirection to
succeed. If the route-to number or BSR queue-to-best vector step uses the NCR
feature to redirect an incoming ISDN call to a PSTN endpoint, the Trunk-to-Trunk
Transfer customer option does not have to be set to y.
VDN Return Destination — If the VDN Return Destination feature is administered
for the VDN that is associated with a vector that causes the NCR feature to be
invoked, the VDN Return Destination feature will be canceled when the call is
redirected by NCR.
CMS, Visual Vectors, and CentreVu Supervisor — CMS Reporting and/or
administration on public network calls that have been rerouted to another public
network endpoint using NCR will be provided by the following Lucent products:
— Release 3 Version 6 (R3V6) CentreVu CMS or later (reporting),
administration of ~r with R3V9
— Release 6 CentreVu Supervisor or later (reporting)
— CentreVu Visual Vectors Version 1.0 or later (administration, BSR vector
support)
— CentreVu Network Reporting Version 8 or later (reporting)

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Currently, the ~r vector step used to activate NCR cannot be administered with
CMS. Beginning with R3V9 CMS and Release 9 Visual Vectors, the ~r vector step
can be administered using those products.
Reporting of calls that have been rerouted to another public switched telephone
network (PSTN) endpoint by NCR will be available on the following products
when used with a DEFINITY ECS R8.3 or later:
— Release 3 Version 6 (R3V6) CentreVu CMS
— Release 6 CentreVu Supervisor
ISDN calls that are rerouted by NCR to multiple DEFINITY ECS sites will be
reported by CentreVu Explorer II Version 1.0 or later when used with R3V6 or
later CMS by using the Universal Call ID (UCID) information that is part of the
User-to-User Information for ISDN calls rerouted by NCR.
CMS database items — CMS data base items are affected by NCR, as follows:
— DEFLECTCALLS: In the vector and VDN tables, the DEFLECTCALLS
item includes the number of calls that are redirected using NCR through
the BSR feature by using the ~r route-to-number or queue-to-best
commands. Successful NCR attempts are pegged as DEFLECTCALLS.
— INTERFLOWCALLS: In the vector and VDN tables, the
INTERFLOWCALLS item includes successful BSR interflows using NCR
redirections.
— LOOKATTEMPTS: In the vector and VDN tables, the LOOKATTEMPTS
item includes the number of times the Look-Ahead Interflow or BSR
interflow was attempted for calls in the vector. Successful Look-Ahead
Interflow or BSR attempts ar also counted. NCR invoke attempts (NCD or
NCT) are also reflected in LOOKFLOWCALLS.
— LOOKFLOWCALLS: In vector and VDN tables, the
LOOKFLOWCALLS item includes the number of INTERFLOWCALLS
that were redirected by the Look-Ahead Interflow or BSR features.
LOOKFLOWCALLS is a subset of INTERFLOWCALLS and includes
LOOKATTEMPTS for the Look-Ahead Interflow or BSR interflows. With
BSR interflow via trunk-to-trunk transfer or NCR, every LOOKATTEMPT
will also be counted as a LOOKFLOWCALLS unless a failure occurs.

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Queue Status Indications
Queue Status Indications allows you to assign queue-status indicators for Automatic Call
Distribution (ACD) calls based on the number of split/skill calls queued and time in
queue. You can assign these indications to lamps on agent, supervisor, or attendant
telephones or consoles to help users monitor queue activity.
In addition, you can define auxiliary queue warning lamps to track queue status. On
telephones and consoles with displays, you can display the number of calls queued and
time in queue of the oldest call in the split/skill.

Administering Queue Status Indications
Table 3-35. Required forms
Form
Hunt Groups

Field

Queue Length
Calls Warning Threshold (per split/skill or attendant
group)
Time Warning Threshold (per split/skill or attendant
group)
Time Warning Port (per split/skill)
Calls Warning Port (per split/skill)

Station
(multi-appearance)

Button/Feature Button Assignments
— q-calls
— q-time

Attendant Console

Feature Button Assignments
— atd-qcalls
— atd-qtime
— q-calls
— q-time

System Capacity

Queue Status Buttons

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Detailed description
There are two types of Queue Status Indications:
Number of queued calls (NQC)
The system report the total number of calls, excluding direct agent calls (DACs),
in queue at a hunt group.
Oldest queued time (OQT)
The system reports the time in queue of the oldest call in a split/skill queue.
You can also use auxiliary queue warning lamps to provide both types of indications.
Install the lamps at any location convenient to agents and supervisors.
If a queue status threshold is reached, the lamp next to the associated button flashes. If
calls are queued but the threshold is not reached, the lamp lights steadily. If no calls are
queued, the lamp goes dark.
If the OQT or NQC button on a telephone or console with display is pressed, the following
information is briefly displayed:
Split/skill name (or extension, if name is not assigned)
Oldest queued time
Number of queued calls
You can use Queue Status Indications to provide status information for attendant groups or
other hunt group types (DDC and UCD). With attendant groups, the button names (AQT
and AQC) are different than for split/skill queues, the display shows OPERATOR instead
of the split/skill name or extension, and all status information applies to the attendant
group queue.
If you need to know how many queue status buttons have been administered, or how many
your system will allow you to administer, check page 5 of the System Capacity form.

Interactions
Attendant and Telephone Display Timers
The timer and the queue status information can be displayed at the same time. On
1-line displays, the timer is displayed in the last eight display positions and the
number of queued calls is not displayed. On 2-line displays, the timer is displayed
on the first line and the queue status information is displayed on the second line.
CMS
When you use CMS to move an agent from one split/skill to another, all buttons
associated with the first split/skill, including NQC and OQT buttons, become
associated with the second split/skill.

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Reason Codes (Category A only)
Reason Codes allows agents to enter a numeric code that describes their reason for
entering Auxiliary (AUX) work mode or for logging out of the system. Reason codes give
call center managers detailed information about how agents spend their time. Use this data
to develop more precise staffing forecasting models or use it with schedule-adherence
packages to ensure that agents are performing scheduled activities at the scheduled time.
You can administer the codes so that entry is forced or optional. Ten reason codes are
available, including a default code. You can assign two system-wide names to each code
— one for entering AUX work mode and one for logging out.
You can use VuStats to display the reason code name or number. Use VuStats or CMS to
gather historical and real-time reason-codes statistics.
You must have Expert Agent Selection (EAS) enabled to use reason codes.

Administering Reason Codes
Table 3-36. Required forms
Form
System Parameters
Customer-Options

Field

ACD
EAS
Reason Codes

Attendant Console

Feature-Related System
Parameters

EAS
Aux Work Reason Code Type
Logout Reason Code Type
CMS Release (Release 5 and later configurations, or
none)

Feature Access Code (FAC)
(optional)

Aux Work Reason Code Type

Language Translations

Line 49

Reason Code Names

All

Station

Logout Reason Code Type

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Detailed description
Forced reason codes
If you have administered forced reason codes, agents cannot enter AUX work mode or log
out until they enter a code. Agents can enter codes 1 — 9, but not default code 0.
If an agent enters an invalid code or fails to enter a code within the administered timeout
interval, the change is denied and the agent remains in the current work mode. If the agent
dialed a FAC, the agent hears an intercept tone. If the agent pressed the AUX button, the
AUX lamp flutters and then goes dark (or lights steadily if the agent was already in AUX
with a different reason code).

Requested reason codes
If you have administered requested reason codes, agents need not enter a code to enter
AUX work mode or log out. Agents can enter the codes 0 — 9. If an agent enters an
invalid code or fails to enter a code within the timeout interval, the agent enters AUX
work mode or logs out with default code 0.

Entering AUX work mode
An agent can enter an AUX reason code in one of three ways:
Pressing an AUX work button with an assigned code
Pressing an AUX work button with no assigned code and responding to the prompt
for a reason code
Dialing an AUX work FAC and responding to the dialtone prompt for a reason
code
If there are no calls ringing, active, or held at the telephone, agents enter AUX work mode
immediately and the AUX lamp lights steadily. Otherwise, the AUX lamp blinks until the
agent completes all calls at the telephone.
If a button for AUX work is associated with the reason code that the agent entered, the
button lamp lights. If no such AUX button exists, the system lights the first AUX button
lamp with no administered reason code.
You can assign an AUX button without a reason code to an agent’s phone. This allows
agents with a limited number of buttons to use all 10 reason codes.

Logging out
To log out with a reason code, the agent dials the logout FAC, hears a second dial tone and
enters a reason code. The agent hears confirmation tone and is logged out.

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Default code
Default code 0 is used when the system puts an agent into AUX work mode or logs the
agent out without the involvement of the agent. For example:
When an agent logs in and is put into AUX mode
When an agent makes or receives a non-ACD call from the available state
When a call is redirected as a result of Redirection on No Answer (RONA) and the
agent is logged out or put into AUX mode
When agent skill assignments are changed while an agent is staffed (the system
automatically logs the agent out and back in)
When an agent forces a logout without entering a code (for example, by pulling the
headset)
When an agent who is requested to enter a reason code fails to enter a valid code
within the 10-second timeout period
When an agent with requested reason codes enters # or *

Considerations
If an agent in Auto-In or Manual-In work mode dials the logout FAC but fails to
enter a reason code and logout reason codes are forced, the agent is returned to the
available state. ACD calls are delivered even if the agent has left the phone. To
prevent this, be certain that agents enter AUX or ACW work mode before logging
out.
When an agent changes to AUX work mode and the AUX Work Reason Code
Type is set to none, the agent is put into AUX work mode with the default reason
code even if you have administered a different reason code for the AUX button.
Setting AUX Work Reason Code in this way allows you to complete button
administration before activating the feature.
Do not administer AUX buttons without a reason code for hybrid station sets.
When an agent in AUX work mode is active on a non-ACD call, the agent cannot
immediately change the reason code. A change is pending until the call drops.
There is a limit to the number of agents who can simultaneously be entering either
a reason code or a Call Work Code.

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Interactions
Abbreviated Dialing
You can program FACs for AUX work mode or logout with or without an
associated Reason Code on automatic-dial buttons or in abbreviated-dial lists. At
the reason code prompt, when an agent selects an abbreviated-dial or
automatic-dial button, the first digit of the button is taken as the reason code.
Agents in Multiple Skills
When an agent who is assigned to multiple skills enters AUX work mode with a
reason code, the agent enters AUX work for all of his or her skills with the same
reason code.
ASAI
ASAI allows a host to log an agent out and place an agent in AUX work mode with
a reason code. The host can query the agent’s current work mode and receive the
reason code associated with the AUX work mode.
Auto-Available Split/Skill
The system logs AAS agents out for Redirection on No Answer with the default
reason code.
Basic Call Management System
Statistics about AUX work mode by reason code are not available in BCMS
reports.
CMS
CMS tracks time in AUX work mode by reason code and displays reason codes for
agents currently in that mode. When an agent is moved from CMS while the agent
is staffed, the system logs the agent out using the default code, and then logs the
agent back in again. If an agent is in AUX work mode when moved, the agent is
returned to AUX work mode with the same reason code when the move is
completed.
Direct Agent Calling
When a Direct Agent call is queued for an agent in AUX work mode with a reason
code, the appropriate AUX button lamp flutters to alert the agent to the queued
call. If there is no AUX button lamp, agents receive an audible alert (ring-ping or
call-waiting tone). If there is an AUX button with no assigned reason code
administered, then that lamp flutters.
Redirection on No Answer
When a call is redirected via RONA, an agent is placed into AUX work mode with
the default code or is logged out with the default code if the agent is in an
auto-available skill.

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Redirection on No Answer
Redirection on No Answer (RONA) redirects a ringing ACD split/skill call or Direct
Agent Call after an administered number of rings. RONA prevents an unanswered call
from ringing indefinitely. The call can redirect either to the split/skill to be answered by
another agent or to a VDN for alternative call handling. Direct Agent Calls route to the
agent’s coverage path, or to a VDN if no coverage path is administered.
You must have ACD enabled to use RONA. Administer RONA for each ACD hunt group
as required. RONA can be used in Auto-Available Splits/Skills (AAS), or in splits/skills
with agents operating in Manual-In work mode. You can administer RONA for
vector-controlled or nonvector-controlled splits/skills.
Do not administer RONA for splits/skills controlled by adjuncts or AUDIX or for
auto-answer agents assigned splits/skills because calls must ring at a telephone to be
redirected.

Administering RONA

Table 3-37. Required forms
Form
Hunt Group

Field

ACD
AAS
Vector
Controlling Adjunct
Message Center
Redirect On No Answer (Rings)
Redirect to VDN

Station (multifunction)

Button Assignments
— noans-alrt

You must set Controlling Adjunct to none.

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Detailed description
When RONA is invoked for a call, the system:
Places an agent in AUX work mode, and thus unavailable to receive calls from
other splits/skills. In an AAS, the agent is logged out.
Redirects split/skill calls back to the split/skill or administered VDN.
Redirected calls are requeued at the highest priority so that they are distributed
before any other split/skill calls. See ‘‘RONA routing sequences’’ for more
information about call redirection.
Sends a message to CMS.
When a RONA timeout occurs, the Noans-alrt lamp for the split/skill lights
steadily. The supervisor presses the Noans-alrt button to display the login ID or the
extension and name of the last agent timed out with RONA.
Records the redirection in BCMS or CMS. See ‘‘Using BCMS/CMS reports with
RONA’’ for additional information.

RONA application examples
VRU applications (Category A only)
Typically, RONA is used with VRU applications in AAS configurations. RONA detects
VRU failures and provides alternate operation. For example, an adjunct port failure is not
detected by ACD call processing. RONA detects the failure, takes the port out of service,
and provides notification of the failure.
Use Call Vectoring for flexible call handling in case of a VRU failure. Assign RONA a
converse split/skill connected to the Conversant or to equivalent VRU ports. Whenever
RONA times out on a ringing call delivered via the converse-on command to a VRU port,
the agent is logged out and the call is redirected back to the converse split/skill.1 With a
complete VRU failure, all VRU ports are eventually logged out and vector processing for
the converse-on command bypasses that step for new calls.

RONA can’t redirect a call to an administered VDN from a converse step.

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The Screen 3-10 vector shows how to provide automatic backup for a complete VRU
failure.
CALL VECTOR
01 wait-time 0 secs hearing ringback
02 converse-on split... (VRU returns the digit “1” as a return code
followed by additional digits for the application)
03 collect 1 digits after announcement none
04 goto step 6 if digits = "1"
05 goto vector xxx (for backup when the VRU fails)
06 collect 2 digits after announcement none
07 ...

Screen 3-10.

Call Vector

In Screen 3-10, the application works as expected as long as the VRU returns the digit
string, which includes a return code of 1. In this case, the condition in Step 4 is satisfied
and the program branches to Step 6, which provides normal application processing.
On the other hand, if all VRU ports in an AAS split/skill are logged out by a RONA
timeout, the converse-on command step (Step 2) is skipped, and no digits are collected by
Step 3 (after the 10-second timeout). The condition in Step 4 is not satisfied and vector
processing proceeds to Step 5, which branches to vector xxx to connect the call to an
agent.

Other applications
You can use RONA for applications that involve human agents with manual answering
and other adjunct applications, such as Home Agent. For example, a call may not be
answered because an agent left without entering AUX work mode or logging out. You can
use RONA to make the nonanswering agent unavailable and redirect calls to another agent
or to the RONA VDN.

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RONA routing sequences
Table 3-38 and Table 3-39 describe how RONA redirects split/skill calls and Direct Agent
calls.
Table 3-38. RONA Routing Sequence for Direct Agent Calls (Category A
only)
Redirection Destination

Explanation

Coverage path

Direct Agent calls redirect to a coverage path, if one exists.
Priority calls do not route to coverage.

RONA VDN

If no coverage path exists but a VDN is administered for
RONA, Direct Agent calls redirect to the VDN.

VDN return destination

For external calls, if neither a coverage path nor a RONA
VDN are administered, then Direct Agent calls redirect to the
VDN Return Destination extension.

None

Calls continue ringing.

Table 3-39. RONA Routing Sequence for Split/Skill Calls
Redirection Destination

Explanation

RONA VDN

If a RONA VDN is administered, calls redirect to the VDN.

Requeue to split/skill

If a RONA VDN is not administered, calls redirect to the
split/skill.

Coverage path

In nonvector-controlled splits, if calls cannot requeue to the
split, they redirect to the split’s coverage path if one is
administered.

VDN return destination

For external calls, if a coverage path or a RONA VDN is not
administered and calls can not requeue, they redirect to the
VDN Return Destination extension.

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Using BCMS/CMS reports with RONA
You can use BCMS and CMS reports to determine which agents had RONA timeouts and
how calls were redirected.
With R3V2 and later releases of CMS, the exception report lists agents who were timed
out and made unavailable. With BCMS and earlier releases of CMS, you can determine
which agents were in AUX work mode or logged-out with AAS.
With R3 CMS, you can use the real-time “Split Status” report to see which agents are in
AUX work mode, but you need a custom report to see logged-out agents.
With BCMS, use SAT to create a list of unstaffed agents for the split to see which agents
are logged out (for AAS applications). With EAS, list agent-loginid specifying unstaffed
and AAS = yes.
With BCMS, agents’ changes to AUX work mode appears in the BCMS Split (AGENT)
Status report. In an AAS split, agents log out, so they do not appear in the Split Status
report. When the call is requeued, the System Status report shows only the AVG ANSW
SPEED time and AVG ABAND TIME time for the requeued call. The Historical Split and
System reports show both a FLOWOUT (primary split) and FLOWIN (redirected split)
for requeued calls, while the VDN report shows only a FLOWOUT.
Direct Agent calls are recorded as ACD split/skill calls but the flowout is recorded only if
an agent’s coverage path requeues the call to a split/skill.
Since BCMS does not report exceptions, RONA events are not reported. If you have
BCMS, use the RONA split/skill lamp indicator for RONA event indication.

Returning AAS agents to service
When RONA redirects a call that was directed to an AAS, the agent is logged out. To
return an AAS agent to service, readminister the agent as a member of the AAS split/skill
to be logged in again in one of the following ways:
For ACD splits, remove the agent from the split and then resubmit the split Hunt
Group form with the agent added to it. Alternatively, administer the agent in a
different location in the split members list on the Hunt Group form. Use the list
unstaffed-agents command to get a list of all AAS agents that have been logged
out, not just AAS agents that were logged out because of a RONA timeout.
For EAS skills, readminister the Agent LoginID form so that the AAS agent is
automatically logged in. To determine which EAS agents are logged out, use the
list agent-loginid command.
For ACD splits and for EAS skills, you can busy-out the AAS agent station with
the G3-MT busyout station command and release it with the release station
command. Releasing the AAS agent station automatically logs the agent in. If all
AAS agent ports on the circuit pack had a RONA timeout, busy-out and release the
entire circuit pack.

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Use CMS Move Agents to move up to 32 agents at a time into a dedicated unused
split/skill and then move the agents back into the AAS split/skill. You can set this
up using the timetable on a manual-scheduled basis to activate when the VRU has
been restored to service after a failure.
Use ASAI to log the logged-out agents back in via ASAI login request messages.

Considerations
RONA can timeout while an agent is actually at the station if the agent does not
answer soon enough or has selected another work mode while a call is ringing.
RONA handles the call as usual, making the agent unavailable. With ACD splits,
agents at multifunction telephones know that they have been made unavailable
when they see the AUX-Work lamp lit. They press the Auto-In or Manual-In
button to become available.
Specify a coverage path or VDN for redirection for nonvector-controlled splits or
for Logical Agent IDs with EAS Direct Agent Calls to ensure that calls are always
redirected.

Interactions
AAS
Use AAS with RONA for VRU ACD non-ASAI adjunct-controlled split/skill
applications. Assign AAS only to ACD hunt groups. When all lines in a
vector-controlled AAS split/skill are logged out, the split/skill is considered
unavailable, and vector processing skips the step in the vector for new calls.
If RONA occurs on the last VRU port in an AAS split, the call is not requeued to
the converse split, but is processed by the next vector step.
Any calls queued to a split/skill that has been taken out of service may be left at
this split/skill. When the system reinitializes, all busied-out ports are automatically
logged back into the AAS splits. New calls cause a RONA timeout if the adjunct or
agent still does not answer after the system reinitializes.
Abandoned Call Search
Abandoned Call Search, if defined for a trunk, is reapplied to call on that trunk that
RONA requeued whenever the calls are routed to another agent.
Agents in multiple splits
When a RONA timeout occurs, an agent is placed in AUX work mode with
notification to CMS for all splits that the agent is logged into. The agent is
responsible for becoming available in each split. In an AAS, agents are logged out
of all splits that they are logged into. You must log agents back into the AAS splits.
Agent logout
An agent can log out from a multifunction set while an ACD call subject to RONA
is ringing the set. However, if the agent logs out before RONA times out, RONA
timing is canceled, and RONA redirection and notification occur immediately.

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Agent work modes
If an agent presses the ACW button with an ACD call ringing, the change request
is pending. If the agent has a pending change to ACW before a RONA timeout
occurs on a ringing ACD call, RONA timing continues. At timeout, the call is
redirected, CMS is notified, and the agent is placed in AUX work (overriding the
pending ACW request).
If an agent presses the AUX-Work button with an ACD call ringing, the change
request is pending. With ACD splits/skills, since the RONA time-out changes the
state to AUX-Work, there is no conflict with the pending AUX-Work change
request. With AAS splits/skills, an agent-initiated AUX-Work change is denied per
existing operation.
ASAI (Category A only)
RONA applies to vector-processed calls that are routed by an adjunct to a split or
agent as a Direct Agent Call.
You can assign RONA to ASAI adjunct-monitored splits and adjunct-monitored
calls. An event report is not sent to the ASAI adjunct when a RONA timeout puts
an agent into AUX work mode.
The adjunct makes an agent query (as part of the value query capability group) to
determine the agent’s state. Once the call is requeued to the split, the adjunct
receives a call-queued event report if event reporting is active for the domain
(VDN or nonvector-controlled split/skill).
An adjunct-monitored split/skill can be assigned as an auto-available split/skill.
The logout event for an AAS split/skill is sent to the adjunct when RONA timeout
logs an agent out.
You cannot assign RONA to an adjunct-controlled split/skill. An
adjunct-controlled split/skill cannot be an AAS.
ASAI Conversant VRU applications are configured with nonvector-controlled
splits/skills using manual-answer operation on analog lines to Conversant ports.
The ASAI link provides event notification for the ACD split/skill for enhanced
services. In addition, you can log in and log out the ports as required. (AAS
splits/skills are not used for this application because the ASAI link controls the
login or logout).
You can assign RONA to these splits/skills to detect failure conditions in the same
manner as non-ASAI VRU applications. RONA does not notify Conversant of
AUX work mode changes. ASAI Conversant cannot query to determine the states
of its ports. You must restore ports manually after a failure via Conversant
management screens. Complete failure is automatically restored when Conversant
reinitializes. Table 3-40 on page 3-147 describes ASAI events that the switch
sends the adjunct for various stages of the RONA call. Also included are the ASAI
associations (assuming that they are active) for which the events are provided. For
the split/skill to have Notification association active, the split/skill must not be
vector-controlled or adjunct-controlled.

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Table 3-40. RONA/ASAI events
Stage of Call

ASAI Event

ASAI Associations

1. RONA timeout

Logout (for AAS)

Domain (agent) control

2. Call redirected to
split

Call redirected

Domain (station) control (for agent ext call
is leaving)

Call queued (only if the call
queues)

Domain (station) control, (for new agent &
for internal originator) call control,
notification

Call redirected

Domain (station) control (for agent ext that
call is leaving)

Call redirected (only if call is
redirected to a VDN with
Notification active)

Notification

Call offered to Domain

Notification (VDN)

4. Call delivered to
agent

Alerting

Domain (station) control, (for new agent &
for internal originator) call control,
notification

5. Call routed to split’s
coverage path

Call redirected followed by
existing operation of ASAI
Events

Domain (station) control (for agent ext that
call is leaving)

6. Infinite feedback to
caller

Call redirected

Domain (station) control (for agent ext that
call is leaving)

7. Continue vector
processing

Call redirected followed by
existing ASAI events

Domain (station) control (for agent ext that
call is leaving redirecting to VDN)

8. Call routed to direct
agent’s coverage
path

Call redirected followed by
existing operation of ASAI
events

Domain (station) control (for agent ext that
call is leaving)

3. Call redirected to
VDN processing

When a call is redirected via ASAI Redirect Call, the RONA timer is canceled.
Attendant return call
If an attendant extends a call to an ACD split or VDN for which the return call
timer is not activated, the call does not interact with RONA. The Attendant Return
Call Timer is not set if an attendant extends the call to another attendant.
AUDIX Transfer
RONA applies to a call transferred by AUDIX to an ACD split. A redirected call to
AUDIX does not go to split or agent coverage after it is transferred out of AUDIX.
If RONA times out on this type of call, the call cannot be redirected.
Automatic answering
If an agent with automatic answering receives a call with zip tone instead of
ringing, RONA timing is canceled.

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Call Coverage
Direct Agent calls are redirected to the agent’s coverage path if a path is
administered. A temporary bridged call appearance is not maintained for a call
directed to an ACD hunt group or VDN, or for a Direct Agent call.
When a call is redirected to a split/skill, the Coverage Subsequent
Redirection/CFWD No Answer timer is started on the call. Covered calls go to the
next point in the split/skill coverage path.
If no other point is available to accept the call, the call remains queued or
continues to ring the current coverage point. When RONA times out at the
coverage point, the following occurs:
— RONA does not reset the Subsequent Redirection/CFWD No Answer
timer. The timer that expires first controls the call.
— If the coverage point for a covered call is a direct agent logical agent ID
whose skill has RONA, and if RONA times out first, the call is sent to the
next point in the skill coverage path, not to the agent’s coverage path. The
Subsequent Redirection/CFWD No Answer timer is reset when the call is
redirected to the next coverage point.
— If RONA was applied to an ACD call that was a previously redirected
coverage call (that is, the RONA split was a point in the coverage path),
RONA is used to requeue the call as specified for a noncovered call.
However, the call is not designed to go to split coverage or forwarding. The
Subsequent Redirection/CFWD No Answer timer is reset if RONA
requeues the call to the RONA split. Both the RONA timer and Subsequent
Redirection/CFWD No Answer timer are reapplied.
— If RONA applies to an ACD call that was a previously-redirected coverage
call (for example, the RONA split was the second point in the coverage
path), the call is redirected to the next coverage point in the principal’s
coverage path if the call cannot be requeued to the RONA split. The
Subsequent Redirection/CFWD No Answer timer is reset.
— If no other point in the coverage path exists or other points are unavailable,
the split-covered call that cannot be requeued or the direct-agent-covered
call receives call-cannot-be-redirected handling.
Call Detail Recording (CDR)
When an agent is assigned to be recorded on the CDR record as the called number,
the RONA redirected-to answering destination is recorded as the final called
number. You can administer CDR to record the VDN, the hunt group, or the
answering agent as the called number.

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Call Forwarding All
If an adjunct Direct Agent call is made to an agent’s extension that has Call
Forwarding All assigned and it is redirected by RONA, the call follows the agent’s
coverage path.
A call forwarded via Call Forwarding to a split or logical agent ID with RONA is
sent to the principal’s coverage path instead of going to the split’s coverage path (if
the call cannot be requeued) or to the agent’s coverage path (for a Direct Agent
call) on RONA redirection.
Call Pickup
A member of an agent’s pickup group can pick up an ACD call that is being timed
for RONA. RONA is cancelled.
Call Vectoring
RONA applies to vector-controlled ACD splits when calls are queued via the
queue-to split, or converse-on split, or check split commands. Also, RONA applies
to nonvector-controlled and vector-controlled ACD splits when calls are routed to
the split via a route-to or a messaging split command. Basic Call Vectoring handles
an AAS with all agents logged out as unavailable and skips the relevant step, just
as it does for a split with all queue slots busy. With an adjunct routing or route-to
with coverage step that routes to a vector-controlled split with all agents logged
out, the call is given a busy tone just as when the call cannot queue to a nonvector
controlled split according to the existing operation.
Vector events are generated for a RONA timeout when converse-on processes a
call or results in a RONA redirection failure, and when a vector step is skipped
because all AAS agents are logged out.
Do not assign vector-controlled splits coverage, forwarding, or night service,
because Call Vectoring provides these functions. These functions do not apply to
RONA-redirected calls involving vector-controlled splits.
Calling/Called Number Display
A call to a split/skill that RONA redirects is similar to a direct call to the split/skill.
If the call goes to coverage, the destination display looks like it does for a normal
covered call.
An internal or DCS caller to an ACD hunt group or VDN sees displayed the
hunt-group or VDN name and extension. This display remains when the call rings
an agent. A Direct Agent call (with EAS) initiated at a phone displays the agent
name and logical ID when the call rings the agent station. If the ACD split call or
Direct Agent call goes to coverage, the name remains, but the extension or logical
ID portion changes to “cover.” This also happens when RONA redirects a call.
Delay announcements
Delay announcements assigned to non-vector-controlled splits are applied to
requeued RONA calls as usual for redirected calls.

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Direct Agent Calling (Category A only)
RONA applies to Direct Agent calls from splits with RONA assigned. RONA
timing applies when a Direct Agent call (from an adjunct or phone) is delivered to
and rings an agent with manual answering. Agents are placed in AUX work mode
or logged out even if they are the last agent in the split and ACD split calls are
queued. Direct agent calls that are queued for an agent remain queued and are not
delivered because the agent is unavailable. Don’t-answer (DA) coverage continues
for the queued calls.
If an agent with a coverage path is made unavailable by a RONA time-out on a
non-covered Direct Agent call, the call follows the agent’s coverage path. With
EAS, the agent’s logical extension coverage path for Direct Agent calls is used. If
the agent has no coverage path or if the path is unavailable, the call cannot be
redirected and the caller hears previously-provided feedback.
If Direct Agent call comes from a split that has forwarding or night service, the call
is forwarded, precluding RONA timing. If the agent has forwarding or
Send-All-Calls, the Direct Agent call is forwarded (ACD calls only) or goes to
coverage, precluding RONA timing.
Direct Department Calling
RONA applies to DDC-type hunt-group ACD calls.
Home Agent
RONA applies to Home Agent lines that terminate on the Conversant Home Agent
system as a means to detect port failures. Home Agent lines use Manual Answer
and are not present in AAS. Once RONA notification is made, you can correct the
failure and restore service manually on Conversant.
Inbound Call Management (ICM)
RONA applies to ICM-managed calls that ring an agent in an ACD split with
RONA assigned.
Message Center/Server Service
You can assign RONA to Message Center/Server ACD splits.
Multiple Call Handling (MCH)
If an MCH agent has a call active or on hold and the Redirection on No Answer
timer expires for another ringing ACD call, the ringing call is redirected to the
split/skill or administered VDN. When the call redirects, the agent is not made
unavailable, but is placed in the queue of available agents.
Music-on-Hold access — Music on Transferred trunk call
Trunk callers who are transferred to another destination continue to hear
administered music (or silence), not ringback, while the call rings. This applies
while the transferred call queues to a split.
If the trunk call (an ACD call or Direct Agent call) is transferred to a split with
RONA, timeout applies to the call, but the caller continues to hear the previous
feedback instead of ringback.

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Night Service
When Night Service is activated, calls (including RONA calls) for the hunt group
redirect to the night station extension. If the night service split has RONA
assigned, RONA timing is reapplied to the redirected call.
Queue status indications
Calls that RONA requeues are counted in the queued calls total. When a RONA
call is queued, the call’s call-wait time is reset, so RONA does not affect the oldest
call waiting (OCW) time.
Queuing
When redirected to a split, RONA timed-out ACD calls in a nonvector-controlled
split are queued at the highest priority. These calls are distributed before any other
calls, except Direct Agent calls.
Stations
RONA applies to ACD split or direct agent ACD calls that ring at multifunction or
hybrid stations with Manual Answering in an ACD hunt group.
RONA applies to Off-Premises Station (OPS) lines in an ACD split.
Voice Response Integration (VRI) (Category A only)
You can assign RONA to converse splits. RONA timing applies to calls that a
converse-on command queues and delivers. RONA timing is canceled if a call is
delivered to an agent in another split to whom the system previously tried to queue
a call.
RONA interacts with a converse split that is an AAS like any other AAS.
If RONA must redirect a call to an agent port in a converse split and the queue is
full or all AAS agents are logged out, the call is processed by the next vector step
while the caller continues to hear the previous vector feedback.

Interactions with other ringing call timers
Several features time the ringing when an ACD call is delivered to an agent. You can use
RONA’s timer in conjunction with other timers.
NOTE:
The timer that expires first applies to the call. RONA is canceled if any of the other
timers expires first, except in the case of coverage timers.
When a coverage timer expires, RONA timing is canceled only when the call goes to
coverage. If RONA times out first, the other timers continue timing or are stopped and
may later be reset. The timers that may interact with RONA are listed in Table 3-41 on
page 3-152 and Table 3-42 on page 3-152. Table 3-42 indicates what happens to the timer
if RONA times out first

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Table 3-41. Timer description
Timer

Description

Split DA

Split Call Coverage Don’t Answer (nonvector-controlled)

Covering DA

Covering Point DA - Subsequent Redirection No Answer

Agent DA

Agent DA Coverage (Direct Agent Calls)

NATO

DID/CO Trk No Answer Timeout

WAST

Wait Answer Supervision Timer

Table 3-42. RONA/timer interaction
Timer

RONA timeout

Restarted after redirection?

Split DA

Stopped

If requeued or delivered to another agent

Covering DA

Stopped

If redirects to covering point

Agent DA

Stopped

If covers to Direct Agent with coverage

NATO

Continues

N/A

WAST

Stopped

If ringing destination or RONA redirection fails

If you want RONA notification and redirection, set the number of rings (or equivalent
time) for a RONA timeout to shorter than other timeout periods. DA timers start when a
call is placed in queue and continue when the call rings the station. Since RONA starts
only when the call is ringing, the RONA interval is usually set to two or three rings, while
the DA interval is set to 10 or more rings.
Since queue time is variable, assign a coverage timeout period that is greater than the
longest expected queue time plus three or four rings (the time the call could ring the
agent).
The NATO timer starts when the call seizes the incoming trunk. The timer could thus be
timing before the call is queued by vector processing. Therefore, set the NATO timer to
greater than the longest expected time before the call rings the agent (including time
before and after being queued) plus three or four rings.
The WAST timer starts when the call rings the agent. Set the RONA timer to a slightly
shorter interval (fewer than 10 rings) than the WAST 50-second interval.

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Remote Logout of Agent
The Remote Logout of Agent feature allows a user to logout an idle ACD or EAS agent
without being physically present at the agent’s station. The user who is logging out the
agent can be locally or remotely located.
The Remote Logout of Agent is similar to the Add/Remove Skills feature.

Administering Remote Logout of Agent
Table 3-43. Required forms
Form

Field

System Parameters
Customer-Options

Call Center Release field set to 9.1 or newer

Feature Access Code

Call Center page, Remote Logout of Agent field set to
appropriate access code

Remote logout of agent field set to y

Detailed description
This feature allows a user to log out an agent using a feature-access-code (FAC). Remote
Logout of Agent can be used to discontinue the delivery of ACD calls to a station that is
no longer staffed by the agent.
While the RONA feature places an agent station in the aux-work mode, it does not log an
agent out. Note that the RONA feature does log out an AAS port. The Remote Logout of
Agent feature addresses the need to be able to log out the agent who is no longer at his
station and is still logged in.
The Remote Logout of Agent feature makes it possible for supervisors (or other users who
are appropriately authorized) to log out agents without physically going to the agent
station to perform the logout action.
Remote Logout of Agent requires DEFINITY R9 or later and Call Center Release 9.1 or
later.

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Verifying that the system parameters are set to
enable use of the Remote Logout of Agent
feature
To verify that the system parameters are set for use of this feature, complete the following
steps:

Class of Service form
1. Set up a Class of Service (COS) with console permissions set to y

Class of Restriction form
2. Enter command display system-parameters customer options (you will
only be able to do this if your loginID has an appropriate COS assigned to it).
Ensure that the Call Center Release is set to 9.1 (or later).
3. Enter command change cor x and proceed to page 2 of the form.
Note: x = valid COR, which is any number between 1 and 95.
4. Set the Remote Logout of Agent field to y.
5. Submit the form.
6. Recall the form and verify that the change is intact.

Feature Access Code form
7. Enter command change feat.
8. Go to the Call Center page.
9. Change the Remote Logout of Agent Access Code value to the preferred access
code.
10. Submit the form.
11. Recall the form and verify that the change is intact.
12. Enter the TCM command rdd :dp_mgr Dac_e
13. Verify that the assigned value appears as the Remote Logout access code.
Note: Steps 11 and 12 only need to be completed if there is reason to suspect that
there was a problem with the change implementation.

Save changes to COR and FAC
14. Enter command “save trans” to save the changes to the COR and FAC.

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Administering permissions for users to
remotely logout agents
The Remote Logout of Agent feature can only be used if user permissions are
administered appropriately for the person who is attempting to use the feature. It is the
DEFINITY Administrator’s responsibility to ensure that the appropriate users have
permissions administered so that they can use this feature.
Prior to setting up the user’s Login ID, the DEFINITY Administrator) needs to administer
a COR and the FAC for the Remote Logout of Agent feature.
The following table summarizes the fields where the permissions are set for each type of
Remote Logout of Agent user.
Table 3-44.

Setting permissions for Remote Logout of Agent users

User type

COS form

COR form

TN form

Local station

station

extension

EAS agent logged in

station

loginID

Remote (using VDN

VDN

To enable the user to use the Remote Logout of Agent feature, the DEFINITY
Administrator ensures that the following permissions for are set correctly:
COR is set to a COR that has the feature enabled
For local users, the station set is assigned to a COS that has console permissions
If tenant partitioning is used (ie, more than one is assigned for the system), the
person who is logging out agents must be in the same tenant partition as the agent
being logged out.

Logging out an Agent (locally, within the
switch)
If an agent has left his station without logging out of the DEFINITY ECS, then ACD calls
can still be sent to the station but they do not get serviced and BCMS/CMS/ASAI may
continue to track activity to the station.
Prior to Release 9, the agent could only be logged out at the physical station where he was
logged in, or from the switch room using the PBX to busy-out the station.
This feature allows the supervisor (or a fellow agent with permissions) to log out an agent
who has left his station without being physically present at the agent’s station.
To do this, enter the FAC that was established to activate this feature followed by the
agent’s loginID or physical station extension (physical extension only in non-EAS).

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Logging out an Agent (remotely using VDN)
Many call centers are geologically dispersed, but the reporting and tracking of agent
activity takes place from one main location. Or, agents can log into the system remotely
and take calls using the Home Agent capability.
With the Remote Logout of Agent feature, a vector is administered with a route-to number
step that contains the FAC for remote logout. The FAC can be followed by the agent’s
loginID or the supervisor can dial the loginID after the VDN with an appropriately
programmed vector. Note that service observing and remote logout are the only features
that can use a VDN vector in this manner.
If the user is remote and calling into the switch through a trunk, the user may reach the
activation VDN to logout the agent. In this case, the entire FAC-with-EXT is required in
the vector. Or, the vector can prompt the user to enter the extension and then route-to
digits. An activation vector can also prompt the user for a password for additional security.
Note that a remote trunk user might not hear confirmation tone (it varies with trunk type
and trunk administration) and the user’s phone will continue to hear feedback until the
user hangs up.
To set up this capability, the DEFINITY Administrator must create an activation VDN and
set the incoming destination of a CO trunk to be the activation VDN. The VDN to which
the trunk terminates must be assigned a COR and a TN that include the appropriate
settings for use of the Remote Logout of Agent feature. In this example, the activation
VDN includes the following vector:
01

wait time 0 seconds hearing ringing

collect 5 digits announcement 3501 (“enter password”)

goto step 5 if digits = 39744

disconnect after announcement 3502 (“bye”)

05 collect 1 digits announcement 3503 (“enter 1 to logout agent 89923, 2 to
logout agent 89924...”)
Note: The names of the agents can also be requested in the appropriate
switch-setup.
06

route-to number *6389923 with cov n if digit = 1

route-to number *6389924 with cov n if digit = 2)

goto step 5 if unconditionally
NOTE:
In this example, *63 is the FAC assigned for Remote Logout of Agent.
This example is one of many ways in which the vector can be written to
activate the VDN.

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To log out an agent from an outside line, the supervisor (or other authorized user)
completes the following steps:
1. Dial into the switch from an outside line and reaches the activation VDN.
2. The system prompts the user for a password (step 2 in the vector shown above).
3. Enter the programmed password.
4. The system begins prompting for the agent to be logged out.
5. (Using the above vector example) Enter 1 because the loginID associated with that
prompt is Agent A’s loginID (or name).

Considerations
The Call Center Release field on the System-Parameters Customer-Options form
must be set to 9.1 or higher in order for Remote Logout of Agent to work.
The Remote Logout of Agent Access Code is set on the Feature-Access-Code
form.
The user who performs the remote logout must have the appropriate Class of
Restriction and Class of Service assigned to his/her station set.
If a remote logout is attempted for an agent who is on an ACD call or who is not
logged in, the logout fails.
An activation VDN can be created to use for remotely logging out an agent. The
activation VDN can then be used to log agents out from a remote location. To
accomplish this, the incoming destination should be assigned the activation VDN.
The VDN must have the appropriate COR and TN (if Tenant Partitioning is used)
assigned.

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Interactions
Tenant Partitioning
If Tenant Partitioning is used, the user who or VDN that performs the remote
logout must be in the same tenant partition as the agent who is being logged out.
Auto-Available Split/Skill
If an agent login ID is assigned to an Auto-Available split/skill, then the Remote
Logout of Agent feature cannot be used to log the agent out. RONA can be used to
automatically logout a port that is not answering calls.
AUDIX
If an agent is a member of an AUDIX hunt-group and has no other splits/skills
assigned to the agent login ID, then the Remote Logout of Agent feature will not
successfully log out the agent, even though the user attempting the logout hears a
confirmation tone.
non-ACD hunt groups
If an agent is a member of ACD splits/skills and is using a physical extension that
is a member of a non-ACD hunt group, then use of the Remote Logout of Agent
feature will log the agent out of the splits/skills but allow the agent to continue
receiving non-ACD calls.
Timed ACW
If an agent answers a an ACD call for a hunt group with Timed After Call Work
administered and then hangs up the call, the Remote Logout of Agent feature can
be used to log out the agent during the ACW time.
Service Observing
An agent can be logged out using the Remote Logout of Agent feature while being
service observed.

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Service Observing
Service Observing allows a specified user, such as a supervisor, to observe or monitor
another user’s calls. In this section, “observer” refers to the supervisor who is observing
calls. “Agent” refers to the extension, attendant, or logical agent being observed. A vector
directory number (VDN) call can also be observed (Category A only). Observers can
observe in listen-only or listen-and-talk mode.
Note that you set up Service Observing to observe a particular extension, not all calls to all
extensions at a station.
NOTE:
Service Observing may be subject to federal, state, or local laws, rules, or
regulations or require the consent of one or both of the call parties. Familiarize
yourself and comply with all applicable laws, rules, and regulations before using
this feature.

Administering Service Observing
Table 3-45. Required forms
Form
System Parameters
Customer-Options

Field

Service Observing (Basic) — for basic or Logical
Agent ID observing
Service Observing (Basic) and Service Observing
(Remote/By FAC) — for remote observing or
observing via feature access code
Service Observing (Basic) and the Service Observing
(VDNs) — for VDN observing
Vectoring (Prompting) — for vector-initiated
observing

Class of Restriction

Can Be Service Observed
Can Be Service Observer
Service Observing COR Table

Feature-Related System
Parameters

Service Observing Warning Tone

Station (multiappearance)

Button/Feature Button Assignment (basic, VDN,
Logical Agent ID)

Expert Agent Selection (Logical Agent ID)

— serv-obsrv

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Table 3-45. Required forms — Continued
Form

Field

Feature Access Code (FAC)

Service Observing Listen Only Access Code
(remote/by FAC, VDN, Logical Agent ID)
Service Observing Listen/Talk Access Code
(remote/by FAC, VDN, Logical Agent ID)

Vector Directory Number
(VDN)

Observe on Agent Answer

Continued on next page
Class of Restriction form
— On the agent’s COR form, set the Can Be Service Observed field
to yes to allow the extension to be observed.
— On the observer’s COR form, set the Can Be Service Observer
field to yes to allow the extension owner to observe others’ extensions.
— On the observer’s COR form, grant permission to observe specific CORs.
On the Service Observing COR table, enter y next to the CORs to be
observed.

Detailed description
To begin observing, the observer presses the Service Observing button plus the agent’s
extension number. Initially, the observer is in listen-only mode. The observer presses the
Service Observing button to toggle between listen-only and listen/talk mode. The lamp
indicates which mode the observer is in.
To deactivate Service Observing, the observer hangs up, selects another call appearance,
or presses the disconnect or release button.
An observer can observe an agent who is not active on a call. The observer is in the wait
state until the agent receives a call, then the observer is bridged onto the call.
You can administer a warning tone on each system to let agents and callers know when
someone is observing a call. Before connection, the conference tone may add 2-3 seconds
delay if enabled. The parties hear a 2-second, 440-Hz warning tone before an observer
connects to a call, followed by a half-second burst of this tone every 12 seconds during
observation.

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Observing Logical-Agent IDs
With EAS, an observer can observe agents based on their logical-agent ID rather than their
physical phone. The observer enters the logical-agent ID extension number of an agent,
who must be logged in to a phone. The observer can monitor every ACD, personal, and
Direct Agent call delivered to or placed by the agent, including calls placed to the physical
extension.
Only one observer can observe an extension at one time. An observer cannot observe a
logical agent ID extension at a physical terminal that is already being observed. Likewise,
an observer cannot observe a physical extension that is being observed as a logical-agent
ID extension.

Observing VDNs (Category A only)
To observe a VDN, the observer enters a specific VDN extension and bridges onto calls
(one call at a time) that have started vector processing for that VDN. The observer hears
all tones, call prompting, caller dialing, announcements, music, and speech that the agent
and caller hear. If an observer is in a COR administered to hear VDN of Origin
announcements and has a VOA Repeat button, he or she can hear and replay VDN of
Origin announcements.
Effective with Release 9, service observing of VDNs is enhanced to (optionally) start
observing of a call to the VDN when the call is delivered to the agent or station. When this
VDN option is active, VDN service observing activation still associates the observer with
calls to the VDN, but the observer does not hear a call during vector processing. After
initial activation, the first call to be observed must first pass through vector processing
before the observing is enabled. When the observing connection is completed for the first
call (the call is released), the observer is bridged on a subsequent call to the VDN (which
has also been through vector processing) when the call is answered by an observable
agent/station. This ability saves time for the observer because, after observing of the VDN
has been activated, the observer does not have to wait (and listed) for each subsequent call
to go through vector processing and for the agent to answer.
The ability to observe VDNs when the call is delivered to an agent/station is activated by
setting the “Observe on Agent Answer” field on the VDN form to y.
The observer sees the name of the VDN, agent, or trunk as each is accessed in sequence by
the VDN. For example, during vector processing the VDN name is displayed, but when
the call connects to an agent, the agent name is displayed.
When the observer connects to a call in vector processing, the system maintains the
connection until the call is disconnected or the observer hangs up, even if the call is routed
or transferred externally. If the observer does not disconnect after one observed call is
disconnected, the observer is connected to another call on the same VDN. Observing is
listen-only as long as the call is in vector processing. Once the call is out of vector
processing, an observer with listen/talk capability can talk as well as listen.

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Observing Remotely or by FAC
(Category A only)
Observers can observe calls from a remote location or locally using Service Observing
FACs. When observing remotely, observers must use FACs. Different FACs are required
for listen-only and listen/talk modes. When observing locally or remotely by FAC, the
observer cannot toggle between modes. Physical extensions, logical-agent ID extensions,
and VDNs can be observed remotely.
Remote observing is initiated through Remote Access or Call Vectoring.
With Remote Access, an observer accesses a switch via a trunk group dedicated to
Remote Access or via a DID to the Remote Access extension. Remote observing
works with all types of DID trunks, including ISDN-PRI and tie trunks, and DCS
over analog, T1, or PRI.
With Call Vectoring, an observer accesses a switch by dialing a VDN extension or
a central office (CO) trunk that has a VDN extension as its incoming destination.
Using route-to commands, you can design a Service Observing vector to allow a
VDN call to directly access a specific extension to be observed or a Service
Observing dial tone. At the dial tone, observers can enter any extension that they
are authorized to observe. The following is a simple example of a Service
Observing vector.
1.wait-time 0 seconds hearing ringing
2.collect 5 digits announcement 2300
(“please dial your 5- digit security code”)

3.goto step 5 if digits = 12345
4.disconnect after announcement 2000
5.collect 1 digits announcement 2310
(“enter 1 to observe sales, 2 to observe billing”)

6.route-to number 113001 with cov n if digit = 1
(11=listen-only observe, 3001=”Sales” VDN)

7.route-to number 113002 with cov n if digit = 2
(11=listen-only observe, 3002=”Billing” VDN)

8.goto step 5 if unconditionally
You can combine Call Prompting and Call Vectoring to provide security and to limit
observation. See the DEFINITY ECS Call Vectoring/EAS Guide, 555-230-521, for
information about creating a Service Observing vector.

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Service Observing indicators
Table 3-46 shows general Service Observing indicators that observers receive.
Table 3-46. General indications to observer
Condition

Button lamp

Tone

Not active

Dark

None

Denied activation

Broken flutter

Intercept/busy/reorder

Activated

Steady/Winking

Confirmation tone followed by
silence or connection to call.

Observing (listen only)

Steady

Hear call

Observing (listen/talk)

Winking

Hear/talk on call

In wait state

Flash

None

Denied observing

Flash (wait state)

Silence/ineligible tone followed by
silence

Table 3-47 through Table 3-49 show the indicators that observers receive when they
activate and use Service Observing. In these tables:
Wait state means that the observer has activated Service Observing but there are no
calls or a call cannot be observed. A call appearance is not reserved. The observer
must have an idle call appearance available to be used by Service Observing when
an observable call comes in.
Ineligible tone is heard when an observed call becomes ineligible for observation.
See ‘‘Considerations’’ for conditions that make a call ineligible. This tone is the
“hold confirmation tone”— a rapid series of 5 short 440-Hz beeps. The observer
does not hear this tone if the agent receiving the ineligible call hears zip tone.

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Table 3-47. Feedback when activation denied
Condition

State

Lamp

Tone

No such extension

denied

broken flutter

intercept

Extension not observable

denied

broken flutter

intercept

COR1

denied

broken flutter

intercept

Extension has Data Restriction

denied

broken flutter

intercept

Extension has Exclusion Active

denied

broken flutter

busy

Extension has Data Privacy Active on call

denied

broken flutter

busy

Extension already observed

denied

broken flutter

busy

Extension is an observer

denied

broken flutter

busy

Extension being busy-verified

denied

broken flutter

reorder

Extension has a 6-party conference

denied

broken flutter

reorder

COR doesn’t allow SO activation

denied

broken flutter

intercept

Observe VDN not optioned

denied

broken flutter

intercept

Logical ID not logged In

denied

broken flutter

busy

Activation to logical with physical observed

denied

broken flutter

busy

Activation to physical with logical ID observed

denied

broken flutter

busy

Maximum VDNs being observed

denied

broken flutter

reorder

Not allowed

Extension COR cannot be observed or COR for observer calling permission does not
allow observing the COR of extension to be observed.

Table 3-48. Feedback when activation allowed — at time of activation
Condition

State

Lamp

Tone

Active-eligible call

observing

steady/
winking

confirmation tone followed by
connection to call

No active call

wait state

flash

confirmation tone followed by
silence

Call ineligible

wait state

flash

confirmation tone followed by
silence

Call has “No Observe”
COR

wait state

flash

confirmation tone followed by
silence

VDN call already being
observed

wait state

flash

silence

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Table 3-49. Feedback when activation allowed — after observe activated
Condition

State

Lamp

Tone

No active/eligible Call

wait state

flash

silence

Call in 6-party conference

wait state

flash

silence

Call already being observed

wait state

flash

silence

Call is being busy-verified

wait state

flash

silence

Call has Data Privacy active

wait state

flash

silence

Call has Data Restriction

wait state

flash

silence

Call has Exclusion Active

wait state

flash

silence

Active-eligible call (in listen-only
mode)

SO listen

steady

hear call

Active-eligible call (in listen/talk
mode)

SO listen/talk

winking

hear/talk on call

Press button while observing in
listen-only mode

SO listen/talk

winking

hear/talk on call

Observer presses Release

not observing

dark

none

Call has “No Observe” COR

wait state

flash

silence

VDN call already being observed

wait state

flash

silence

No active eligible call

wait state

flash

silence

Eligible VDN call

observing

steady/ winking

hear call

Eligible VDN call (in vector
processing)

SO listen

steady

hear call

Eligible VDN call (out of vector
processing in listen-only)

SO listen

steady

hear call

Eligible VDN call (out of vector
processing in listen/ talk)

SO listen/talk

winking

hear/talk on call

Press button while observing in vector
processing

SO listen

steady

no change to
mode

Press button while not in vector and in
listen-only

SO listen/talk

winking

hear/talk on call

Call being observed becomes
ineligible

wait state

flash

ineligible tone
followed by
silence

Active call disconnects

wait state

flash

silence

Logical agent logs out

denied

broken flutter

busy, then silence

Observer (without button) hangs up

deactivates
observing

n/a

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While observing, the observer should press only the following buttons:
Call Appearance
Service Observing
Position Busy
Auto-ckt Assure
Release (ACD) (This will end Service Observing)
Bridged Appearance
Auxiliary Work
Queue Status (NQC, OQT, AQC, and AQT)
System Night Service
Hold (ignored)

! SECURITY ALERT:
General security
Use the following COR restrictions to prevent unauthorized observing.
For the observer, set the Can Be An Observer field on the COR form to y.
For the agent to be observed, set the Can Be Observed field on the COR form
to y.
For the observer, grant permissions to all CORs to be observed on the Service
Observing Permissions COR table.

VDN-call security
Use the following COR restrictions for VDN-call observing.
For the VDN extension to be observed, set the Can Be Observed field on the
COR form to y.
For the VDN destination, set the Can Be Observed field on the COR form to
y.
Enter the VDN extensions to be observed in the observer’s Service Observing
Permissions COR table.

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Vector-initiated security
Use the following guidelines for vector-initiated observing.
Use Call prompting commands in Service Observing vectors to provide passcode
protection and limit access to specific destinations or vector-verified,
caller-entered digits.
Use Time of Day/Day of Week checks in Service Observing vectors.
Create a vector used exclusively for Service Observing.
If you use route-to commands to observe a VDN extension, ensure the extension
has an observable COR.
If the observer is observing locally, grant calling permission to the observer on the
VDN’s COR.
In vector-initiated Service Observing, the COR assigned to the VDN used to initiate
Service Observing, the COR assigned to the internal caller extension, and the COR
assigned to agent to be observed are used to determine if Service Observing will be
allowed. If the agent’s COR is not observable, observation fails regardless of the VDN or
caller COR. When a call routes through multiple VDNs, the COR of the last VDN is used
for calling/observing permissions regardless of VDN Override settings.
If you have administered the optional warning tone, the caller and the observer hear the
tone only when the system connects the call to the answering or routed-to destination after
vector processing is finished. The periodic tone is heard during the call even if the call is
transferred off-switch. Use a warning announcement at the beginning of vector processing
to inform the caller of observation since the system cannot give a warning tone until the
call is out of vector processing.

Remote-access security
Use the following guidelines for remote observing.
Use Barrier Codes and Authorization Codes to limit the use of Remote Access to
authorized users. Refer to DEFINITY ECS Administrator’s Guide, 555-233-506,
for information about these codes and other Remote Access security measures.
Use different Authorization Codes for different Service Observing permissions.
Use Facility Restriction Levels (FRLs) and restrictions such as the Authorization
Code COR to restrict Remote Access service observer access to other destinations
(for example, stations or trunks).
Use Call Prompting to create additional access security.
Assign the VDN, Barrier Code, and Authorization Code calling and Service Observing
permissions and set Can Be Observer to yes on the associated COR form. The last COR
encountered is used to determine observer permissions.

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Considerations
Observability
Although an agent can be a member of multiple splits/skills, an agent can be observed by
only one observer at a time. If two agents with different supervisors are observed and one
agent calls the other, the originator’s supervisor observes the call, and the other supervisor
is placed in the wait state.
An attendant can be observed but cannot be an observer.

Ineligibility
A call to an agent extension or VDN is ineligible for observing when the call:
Is already being observed
Is being busy-verified
Has Data Privacy active
Has Data Restriction active, is conferenced with an extension that has Data
Restriction active, or is a VDN call that reached an extension that has Data
Restriction active
Has Privacy — Manual Exclusion active, is conferenced with an extension that has
Privacy — Manual Exclusion active, or is a VDN call that reached an extension
that has Privacy — Manual Exclusion active
Is in a conference where adding the observer results in more than 6 parties (see
‘‘Conferenced calls’’ for more detail on conferences)
Is a VDN-observed call that reaches an unobservable extension or VDN. (Note
that the COR of the hunt group split/skill used to distribute the call to the
station/agent is not checked. The CORs of stations/agents conferenced with the
call are not checked.)

Trunk calls
If an agent being observed makes an trunk-call, observation starts after the agent finishes
dialing. For central office (CO) trunks, dialing is considered complete when answer
supervision is returned or when answer supervision timeout occurs.

Multiple observers
Multiple observers can observe a single VDN simultaneously, but only one observer is
observing a given call to the VDN. There is no limit to the number of observers observing
a single VDN as long as the total number of observers actively observing VDNs does not
exceed 50.

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Conferenced calls
An observer cannot initiate a conference while observing.
If an observed agent conferences a call and the number of conferenced parties is less than
6, the observer is placed in the wait state until the call is connected. Then the observer
observes the conference. In addition, the observer is bridged onto any call on which the
agent becomes active before the conference is complete. When the conference is
complete, the observer is again bridged onto that call.
If an observed agent conferences a call and the number of conferenced parties (including
the observer) is 6, the conference is denied.
A call to an observed VDN cannot be monitored if the observer, caller, and other parties
bridged onto the call constitutes more than 6 parties.
If a conference is being observed because an observed agent entered the conference, when
the agent hangs up, the conference is no longer observed. If a conference is being
observed because an observed VDN call entered the conference, observing continues until
the call is routed to an unobservable destination.
Conference members are observed during a conference regardless of their COR setting.
If a VDN call being observed is conferenced to an agent call being observed, the VDN
observer continues to observe and the agent observer goes into wait state. If two observers
(of either VDN or agent calls) are conferenced to a call, the first observer conferenced-in
continues to observe and the second observer goes into the wait state. VDN or agent call
observers hear the ineligible tone before going into wait state.
The same rules apply when multiple observers monitor transferred calls.

Transferred calls
Observers cannot initiate a transfer while observing.
If an agent being observed transfers a call, the observer is placed in wait state. The
observer is bridged on after the transfer is complete.
A VDN observer continues to monitor the transferred call until it is transferred or routed
to a unobservable destination.

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Interactions
ASAI (Category A only)
A call to an observed VDN continues to be observed after it routes to an adjunct. A
call can be routed to a Service Observing FAC by the adjunct routing command in
the same way that it can be with the route-to command.
Assist
A VDN observer continues to observe a call during an assist operation. The
observer observes the caller on hold and the conference, when the agent
conferences the assist call with the VDN call.
BCMS
BCMS does not report on Service Observing. BCMS reports show normal
measured-call and agent activity related to Service Observing calls. When a
physical agent (non-EAS) is observed, the BCMS Report By Login ID shows the
physical extension along with the login ID.
Bridged appearances
If an observer observes agent extension 3082, the observer is bridged onto calls
only to 3082. If the agent with extension 3082 has a bridged appearance for
extension 3282, calls to extension 3282 are not observed. Although extensions
3082 and 3282 have a call appearance on the same telephone, the observer cannot
observe both extensions at the same time.
Busy-verification
An observer cannot observe an agent call that is bridged onto by busy-verification.
Also, an agent’s call that is being bridged onto by an observer cannot be
busy-verified.
Call Coverage/Call Pickup
An observer cannot observe a call answered by a covering agent or member of a
pickup group until the called agent bridges onto the call. The observer continues
observing a call to an observed VDN call if the call is routed to a destination that
forwards the call (via Call Coverage, Call Forwarding, or Call Pickup).
Call Park
An observer cannot park a call while observing the call. An observer observing a
VDN continues observing after a call is parked.
Call Waiting
A call cannot wait on a single-line phone that is being observed.
Call Work Codes/Integrated Directory
The observer does not hear agent dialing with these features because the digits are
passed to the switch in S-channel messages.
CMS (Category A only)
When an observer is bridged onto a VDN call, CMS is notified.

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Conference and Transfer
A VDN observer who is bridged on a call follows the call on a conference and/or
transfer operation.
Converse Command (Category A only)
Converse-split extension ports can be observed as physical extensions. A call to an
observed VDN continues to be observed if the call is answered by a VRU through
the converse command.
Converse-on Vector Command
Calls connected by the converse-on command are not observed by the VDN
observer when the “Observe on Agent Answer option is set to y. If the call is
subsequently answered at an agent station or other destination via the route-to
command, the VDN observer is bridged on the call.
DCS (Category A only)
To observe stations on another node (a DCS station extension), you must set up
remote-access service observing. A DCS station can only observe another node
using remote service observing. Service observing displays are not supported
across DCS.
Dialed Number Identification Service
Observing by VDN provides monitoring by DNIS since the VDNs represent the
DNIS of the service dialed.
Direct Agent Calling (Category A only)
A Direct Agent call to a logical-agent ID is monitored by observing the Logical
Agent not by monitoring the physical extension.
Hold
Observers cannot place calls on hold while observing.
If an observed agent places a call on hold, the observer is put in wait state. A VDN
observer continues to monitor the caller placed on hold.
Leave Word Calling
Parties on an observed call cannot use LWC.
Look Ahead Interflow (Category A only)
If an observed VDN call routes to another location via Look Ahead Interflow, the
call continues to be observed. The observer hears a warning tone, if administered
at the sending switch, when the call arrives at the receiving switch. The observer
continues to hear the periodic tone while observing the VDN call.
Manual Answer
VDN observers are bridged on to the call when the agent answers the call that has
been ringing the ACD agent extension with the “Observe on Agent Answer” set to
y.

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Move Agent/Change Skills
Moves or changes of physical of logical agents being observed occur according to
the move or change rules. Observing continues.
Multiple Call Handling
While an agent extension or logical ID is observed, only the active call is
monitored. If all calls are put on hold, the observer hears silence.
Music-on-Delay/Music-on-Hold
If an observer is in listen/talk mode, neither caller nor observer hears
music-on-hold. If an observer is in listen-only mode, the caller hears
music-on-hold, but the observer does not. A VDN observer hears music provided
to the caller.
Night Service
A VDN observer continues to observe when a call routes to night service.
Recorded Announcement
A VDN observer continues to monitor a call connected to an announcement. A
Verify Announcement call placed by an observed physical or logical agent can also
be observed.
Redirection on No Answer
A VDN observer continues observing a call after it is redirected or rings “in
limbo”.
Route-to Number Vector Command
Calls connected by the route-to number command are observed by the VDN
observer after “answer” is received or assumed when the “Observe on Agent
Answer” option is set to y. this includes routing to internal destinations (stations,
hunt groups, ACD splits/skills, the attendant, etc.) or to external destinations (via
trunk facilities.
Trunks without disconnect supervision
Service observing cannot be activated over no-disconnect-supervision trunks. The
caller hears denial indication.
VDN of Origin Announcement (VOA)
VDN observers with the “Observe on Agent Answer option set to y are not bridged
on the call until after the VOA is given to the agent. Therefore, the observer does
not hear VOAs.

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VDN Return Destination (Category A only)
You can create a prompting VDN with a return destination assigned so that, if you
activate observing and it fails or the denial indication times out, the prompting
VDN allows you to retry activation. This is true only if the denial and
disconnection occur after the call leaves vector processing.
If a vector step fails, the system proceeds to the next vector step. Disconnect or
busy commands cause calls to be dropped and do not trigger return destination.
When return destination is triggered, the call is monitored through each return
destination operation until the caller disconnects.
The observer bridged on the call follows the call when the VDN Return
Destination feature, active on the VDN, redirects the call back through vector
processing after the agent releases the call.
Telephone displays
The display for local observers match exactly what is displayed on the observed
physical or logical agent’s telephone display. For example:
a=”3035001234 to Sales SO”
While observing a VDN, an observer sees displayed the name of the VDN being
observed while in vector processing. After the call leaves vector processing, the
name of the agent or trunk group that the call is connected to is displayed.
VuStats (Category A only)
Nonremote observers using 2-line displays can activate VuStats for an agent. An
observer must activate VuStats before using Service Observing. The agent’s
statistics appear on the second line of the observer’s display.
Zip tone
VDN observers do not hear the zip tone that the answering agent hears.

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Universal Call ID
Universal Call ID (UCID) is a unique tag assigned to a call.
In simple call scenarios, the tag stays with that call within a network that is based on the
DEFINITY connected by ISDN lines. In complex call scenarios, the tag often merges with
other tags.
NOTE:
The UCID data element is “universal” because it does not just identify a call on one
particular DEFINITY switch; a UCID uniquely identifies a call across a network of
DEFINITY switches.

What is UCID’s purpose?
The purpose of UCID is to tag a call with a unique identifier.
UCID provides a way to track calls across multiple DEFINITY switches and Voice
Response Units (INTUITY Conversant for the DEFINITY ECS R6.3 and newer).
Call centers can use UCID to track call history. Because UCID can uniquely identify every
call in a network of any size, it possible to track call-related data from multiple sources
(the DEFINITY and INTUITY Conversant) and multiple sites. For example, you can
combine data from many locations and print reports that enable you to track a call
throughout its lifecycle. For information about such reports, refer to CentreVu CMS
Reports, 585-210-929.
NOTE:
Although UCID is intended for call centers, a DEFINITY configured to create
UCIDs will assign one to every call—not just to Automatic Call Distribution (ACD)
calls.

What does UCID look like?
The Universal Call ID is an 8-byte data element that displays as a 20-character number. It
looks something like this:
01035051001071518260

How does UCID work?
For every new call that comes into or is originated by the DEFINITY or Conversant
product, the product creates a UCID. Depending on the call scenario, the UCID will either
remain unique to that call or merge with other UCIDs.

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What creates UCIDs?
Both the DEFINITY and the Conversant can create UCIDs once the capability has been
enabled. In other words, neither product automatically creates UCIDs until the feature is
enabled.

When are UCIDs created?
Once the DEFINITY or the Conversant is administered to create UCIDs, these products
assign a UCID to each call. For incoming calls over ISDN trunks, the DEFINITY
determines whether or not the call already has a UCID. If so, the switch preserves the
existing UCID and does not create a new one. If the call does not have a UCID, the switch
creates one when call processing begins. For incoming calls over non-ISDN trunks, the
DEFINITY creates a UCID for the call because non-ISDN trunks do not support the
transmission of UCID.
For outgoing calls, the DEFINITY creates a UCID when the caller goes off-hook.

How are UCIDs transmitted?
How DEFINITY transmits UCIDs depends on the sending and receiving equipment. See
Table 3-50 for an overview.
Table 3-50. UCID transmission
Sender

Receiver

Connection

UCID contained in

DEFINITY

ISDN (BRI or PRI)
trunks using QSIG
service protocol

codeset 0 Facility IE as
manufacturer specific
information (MSI) IE1

DEFINITY

ISDN (BRI or PRI)
trunks using Shared UUI
service protocol

codeset 0 shared user-to-user
information (UUI) IE1

DEFINITY

INTUITY
Conversant

ASAI

various ASAI messages

INTUITY Conversant

DEFINITY

ISDN-PRI

codeset 0 shared UUI IE1

DEFINITY

CentreVu CMS

BX.25

SETUP5 CMS message

DEFINITY

CTI adjunct

ASAI

various ASAI messages

Refer to Information Forwarding (Category A only) section.

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How are UCIDs tracked?
The way a network maintains and tracks a UCID depends on the call path. To illustrate
UCID transport throughout a call’s life cycle, this section describes several call scenarios:
Station-to-station Calls
Incoming Trunk Calls
Outgoing Trunk Calls
Simple Transfer or Conference
Complex Transfer and Conference

Station-to-station calls
This scenario describes what happens when Phone I calls Phone II (both phones are on the
same switch).

The DEFINITY ECS creates a new UCID (such as UCID “a”) for any call originated by
an internal station user.

Incoming trunk calls
UCID is assigned to an incoming call.

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The DEFINITY ECS either
receives UCID x information from an incoming call over an ISDN trunk.
creates UCID y for incoming calls that do not already have a UCID.
There is one CMS call history record for each incoming call.

Outgoing trunk calls
UCID is associated with the outgoing trunk call from Phone I.

The DEFINITY creates a UCID (such as UCID x) for an outgoing trunk call and then
sends it over an outgoing shared UUI or QSIG ISDN trunk.
The DEFINITY creates a UCID (such as UCID x) for an outgoing trunk call even if the
trunk (such as a non-ISDN trunk) does not support the transmission of a UCID.

Simple transfer or conference
This scenario describes a simple transfer or conference call scenario.
When an incoming trunk or station call is received by the station user at Phone I and
transferred to or conferenced with another station user or outside party:
1. The DEFINITY creates a UCID for the incoming call if it needs one.

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2. The DEFINITY creates a new UCID for the temporary conference or transfer
portion of the call.

3. The DEFINITY merges the temporary portion of the call with the original call
when the conference or transfer is completed within the DEFINITY ECS. This is
when the overriding UCID (such as UCID “a”), becomes the UCID for all parties
within the DEFINITY.
NOTE:
If the outgoing trunk does not support the sending of UCIDs, then the UCID of the
outgoing call at the receiving switch will be “null”.
If the call is transferred to another switch, only the UCID for the transfer (UCID “b”) gets
passed on. This is because the DEFINITY cannot merge UCIDs if the call is not
completed within the switch.
NOTE:
If, during the conference or transfer, the incoming call drops before the operation is
complete, the two UCIDs will not appear to be associated because no merge of the
two parts of the call was done.

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Complex conference
The following complex call scenario illustrates when a station user adds an incoming call
to an existing conference.
In this scenario,
1. Phones I, II, and III are in the same conference call with UCID “x”.
2. The person at Phone III receives an incoming call from Phone IV (this call has
UCID “y” associated with it).

3. The person at Phone III puts the conference call on hold and answers the incoming
call from Phone IV.
4. The person at Phone III decides to add Phone IV into the conference call.
5. The person at Phone III
a. presses the Conference button
b. presses the call appearance button to return to the conference call
c. presses the Conference button again.
This brings the conference call into the call between Phones III and IV.
6. UCID “y” overrides UCID “x” because the DEFINITY ECS views Phone IV as
the primary party in the conference initiated by step 5.

7. The UCIDs associated with each segment of the complex conference are sent to
CMS if the parties in the call are measured (for this example, if the parties are
ACD agents in a measured split/skill).

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Configuration — switch before INTUITY
Conversant
The following scenarios describe what happens to UCID information when a call comes in
to the switch before it goes to INTUITY Conversant. In this configuration, the INTUITY
Conversant serves as a Voice-Response Unit (VRU) that controls the routing of incoming
ACD calls.
NOTE:
This configuration is more common than a call coming in to INTUITY Conversant
before reaching the DEFINITY.
This section describes two scenarios:
Simple call tracking
Conversant transfers a call

Simple call tracking
The following call scenario describes when a call comes in to the DEFINITY before
INTUITY Conversant.

When the switch is before INTUITY Conversant:
1. The switch receives an incoming call over an ISDN trunk.
2. The switch does one of two things:
If the incoming call has a UCID (such as UCID “x”), then the switch passes
it along.
If the incoming call does not have an associated UCID, the switch creates a
new one (such as UCID “y”).
3. The switch passes the UCID to INTUITY Conversant through an ASAI
connection (via the activation of split/skill or VDN “event notification” by the
INTUITY Conversant).
4. UCID information is sent to the CMS if trunk, VDN(s), and/or split/skill(s)
involved in the call are measured.

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INTUITY Conversant transfers a call
The following call scenario involves a Conversant behind the DEFINITY configuration
when Conversant initiates a call transfer after the call is answered by a port on the
INTUITY Conversant that serves as an ACD agent.
1. Call is directed to INTUITY Conversant VRU port (typically by call vectoring)
with UCID information (UCID “x” or UCID “y”).

2. INTUITY Conversant determines the call’s destination and transfers the call (via
an ASAI “third-party transfer” operation).

3. The switch temporarily creates a new UCID (such as UCID “a” or UCID “b”) for
the transfer portion of the call (the original UCID is quickly merged into the call).

4. The UCIDs of the transfer segment and merged call are returned to INTUITY
Conversant in ASAI acknowledgment messages.
5. The switch sends UCID information to CMS if trunk, VDN(s), and/or split/skill(s)
involved in the call are measured.

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Configuration — INTUITY Conversant before
the switch
This scenario illustrates a system configuration where a call comes in to INTUITY
Conversant before reaching the switch. In this configuration, INTUITY Conversant
provides voice response services and/or call screening so that the number of incoming
calls to the switch is reduced.
NOTE:
This configuration is less common than the switch before INTUITY Conversant
configuration.

When INTUITY Conversant is before the switch:
1. INTUITY Conversant receives an incoming call with UCID “x”.
or
INTUITY Conversant creates a new UCID “y” and associates it with the incoming
call (if the call has no UCID already associated with it).
NOTE:
For INTUITY Conversant to recognize an incoming UCID (such as UCID
“x”) from an ISDN trunk, special INTUITY Conversant scripting is
required. When INTUITY Conversant receives a call from the public
network, it automatically creates a new UCID because it cannot recognize
whether or not the call already has a UCID.
2. INTUITY Conversant sends UCID to the DEFINITY ECS over an ISDN-PRI
trunk.
3. The switch receives UCID and reuses it for the incoming call.
4. The switch reports UCID to the CMS if the trunks, VDNs, and/or splits/skills
associated with the call are measured.

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Interactions
Distributed Communications System (DCS)
If DCS is used in a network of switches where UCIDs are tracked, the DCS feature
must be configured with ISDN trunks having the Shared UUI service protocol.
Otherwise, calls that are handled through one of the many DCS features (such as
DCS Coverage) will not retain the UCID initially assigned to the call.
Remote AUDIX
For remote AUDIX over DCS, the DCS trunk(s) used to accomplish the remote
AUDIX operation must be configured (as described previously in “Distributed
Communications System”) to retain the UCID associated with a call.
Tandem Calls
When a call is tandemed through the DEFINITY ECS, the UCID information may
be blocked or passed through the tandem switch. To pass a UCID through a
tandem switch, both the incoming and outgoing trunks at the tandem switch must
be configured to handle UCIDs. See ‘‘Information Forwarding (Category A
only)’’ for proper private and public network information forwarding
administration.

Before you start
Before you start to administer the UCID feature, be aware that UCIDs are successfully
transmitted only when all of the DEFINITY network components meet the requirements
(software and connections) specified below.
Some requirements vary, depending on how you want to use UCID. Table 3-51 shows the
requirements for different applications of UCID.
Table 3-51. Requirements for UCID applications
What do you want to do?

Your system must meet
the following software
requirements…

Have DEFINITY create UCIDs

DEFINITY R6.3 or newer

Have DEFINITY send UCID to
another DEFINITY

DEFINITY R6.3 or newer

ISDN (BRI/PRI) trunks with
Shared UUI or QSIG service
protocol

Have DEFINITY send UCID to
CONVERSANT

DEFINITY R6.3 or newer

ASAI link to CONVERSANT

Your system must have
the following
connections…

CONVERSANT 7.0 or newer

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Table 3-51. Requirements for UCID applications — Continued
What do you want to do?

Your system must meet
the following software
requirements…

Your system must have
the following
connections…

Have DEFINITY receive UCID
from CONVERSANT

DEFINITY R6.3 or newer

ISDN-PRI connection (with
shared UUI) between switch
and CONVERSANT

CONVERSANT 7.0 or newer

Have DEFINITY send UCIDs to DEFINITY R6.3 or newer
CMS
CMS R3V6 or newer

BX.25 connection from switch
to CMS

Have DEFINITY send UCIDs to DEFINITY R6.3 or newer
a CTI Application
T-Server R3.1.0 or newer

ASAI link to adjunct

DEFINITY PBX Driver
(G3PD)- R3.1.0 or newer
CallVisor PC V6 or newer

Continued on next page

NOTE:
You can check your software version numbers by typing list config software at
the SAT terminal. Because “R6” (Release 6) includes 6.1 through 6.3, you may have
to check that your network has the separate 6.3 upgrade (this is the earliest version
of the DEFINITY ECS software to support UCID).
To maximize the benefits of UCID, it is recommended that all switches be configured with
the DEFINITY ECS R6.3 (or newer) software. However, because upgrading a network is
often a gradual process, there may be a switch that cannot yet support UCIDs. In this
environment, disallow the UCID transmission for any trunk group connected to a
pre-DEFINITY ECS R6.3 switch. For information about enabling or disabling UCID
transmission on a trunk group, see ‘‘Administering UCID’’ later in this chapter.
In the case of a DEFINITY network component that cannot support UCIDs, it is
recommended that the component (ISDN trunk group, ASAI connection, or CMS
software) be administered to disallow the sending or receiving of UCID. For example, if a
DEFINITY ECS is connected to a non-Avaya switch, then the connecting ISDN trunk
must be administered to not send UCID over that trunk for outgoing calls.

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Administering UCID
These instructions assume you’re using the SAT (System Administration Terminal) screen
or a terminal emulator to access the switch software.
There are three tasks involved in administering UCID on the switch. Complete these tasks
in the following order:
Task A. Check ASAI Interface before enabling UCID
Task B. Set the switch to create and send UCIDs
Task C. Enable UCID Transmission on Trunk Groups

Task A: Check ASAI interface before
enabling UCID
If this procedure is not performed, you may encounter the “ASAI Interface feature not
assigned” error message in later steps.
Table 3-52. Required forms to check ASAI interface
Form
Optional Features

Field

ASAI Interface

Why?

Optional?

Global setting to send UCIDs
to ASAI

To check the ASAI interface:
1. In the command line, enter change system-parameters customer-options
and press RETURN.
2. On page 1, enter y in the ASAI Interface field.
3. Log out and log back in if this and any other fields in this form have changed.

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Task B: Set the switch to create and send
UCIDs
You must administer each switch that you want to create UCIDs. If you do not administer
a switch, it will pass along an already-created UCID, but it won’t create one if a call
comes to it first.
Table 3-53. Required forms for the switch to create and send UCID
Form

Field

Feature-Related
System Parameters

Why?

Optional?

Create Universal Call
ID (UCID)?

To generate a UCID for each
call when necessary.

UCID Network Node
ID

Important component of the
UCID tag.

Send UCID to ASAI?

So that ASAI receives UCIDs.

Adjunct CMS Release

So that CMS receives UCIDs.

For the switch to create and send UCIDs:
1. If your network includes CMS and you want CMS to track UCIDs, then enter
busyout mis in the command line. If not, go to step 2.
2. In the command line, enter change system-parameters feature and press
RETURN.
The Feature-Related System Parameters form comes up.
3. Go to page 4 of the form.
4. In the Create Universal Call ID (UCID)? field, enter y.
5. In the UCID Network Node ID field, enter the node ID number.
Valid numbers are from 1 to 32,767.

! CAUTION:
The UCID Network Node ID must be unique for every switch and
Conversant in the system. If it is not unique, the integrity of the UCID is
compromised.
6. If your network includes ASAI, go to page 7 of the form. If not, go to step 8.
7. In the Send UCID to ASAI? field, enter y.
8. If you have performed the busyout mis command, go to step 9. If not, you are
done with this task (Task b), so press ENTER to save your work and go to Task c.
9. Go to page 8 of the form.
10. In the Adjunct CMS Release field, enter R3V6.
11. Press

ENTER

to save your work.

12. In the command line, enter release mis.

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Task C: Enable UCID transmission on trunk
groups
When you send UCIDs over ISDN trunks, it is administered on a trunk group basis.
Table 3-54 provides the form and field information that you need to perform this task.
Table 3-54. Required forms to enable UCID transmission on trunk groups
Form

Field

Why?

Optional?

Trunk Group

Group Type

To specify correct trunk type:
ISDN is the only type that
supports UCID.

Supplementary Service
Protocol

Specify correct service type. b N
is for QSIG, others are for
UUI.

Send UCID?

Allows or blocks UCID
transmission.

To enable UCID transmission on a trunk group:
1. In the command line, enter change trunk-group n and press RETURN.
The Trunk Group administration form comes up. n is the number of the trunk
group you want to administer.
2. On page 1, enter ISDN in the Group Type field.
3. In the Supplementary Service Protocol field, enter the letter of the
service protocol you want for this trunk group.
b is for QSIG, other protocols are for UUI.
4. Go to page 2 of the form.
5. In the Send UCID? field, enter y.
6. Press

ENTER

to save your changes.

You also need to administer your trunk groups to send user data over your private and
public networks. To administer the trunk groups, see ‘‘Information Forwarding (Category
A only)’’.

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Considerations
— UCID has been tested with several major carriers. To find out if these capabilities
work with your carrier, check with your account team for the most current
information. If testing has not been done to verify operation over the public
networks involved with the preferred specific configuration, use of private ISDN
trunking between the nodes should be assumed until successful testing has been
completed.

Troubleshooting
The following troubleshooting hints should be reviewed when UCIDs are not transmitted,
even though you received no error messages while administering the UCID feature, and
all software and connections meet the minimum requirements:
— A tandem switch has the Send UCID? option set to y for all trunk groups that
AAR/ARS or station users may use to tandem an incoming call.
— If DCS is used, make sure all ISDN trunks between the switches used for DCS or
remote AUDIX are configured in the D-channel mode.
— For CMS tracking purposes, make sure all trunks, VDN, and split/skills that handle
calls for which UCIDs are tracked are administered as “measured” (either “both”
or “external”).

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VDN in a Coverage Path
VDN in a Coverage Path (VICP) enhances Call Coverage and Call Vectoring. If Basic
Call Vectoring or Call Prompting is enabled on your switch, you can assign a Vector
Directory Number (VDN) as the last point in a coverage path. Calls that reach this
coverage point can be processed by a vector or by Call Prompting.

Administering VICP
Table 3-55. Required forms
Form

Field

Coverage Paths

All

Call Vector

All

Vector Directory Number

All

Call Coverage Path form — Set one of the following to the extension of the VDN
you want to use as a coverage point: Point 1, Point 2, Point 3, Point 4, Point 5,
Point 6.

Considerations
Once a call has covered to a VDN, it cannot be further redirected by features such as Call
Coverage, Call Forwarding, or Night Service.
A VDN is not allowed to be a member of a coverage answer group. A vector cannot route
a covered call to a coverage answer group — a coverage answer group can only be a point
in a coverage path.
Removing a VDN from the system with the remove vdn command
automatically removes the VDN from any coverage paths.

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Interactions
AAR/ARS Partitioning
The class of restriction assigned to the VDN determines the partition group
number (PGN). The PGN in turn determines the AAR or ARS routing tables used
by route-to commands.
ASAI (Category A only)
For direct calls to a VDN, the adjunct routing command operates like the
command route to digits with coverage=y. For calls that cover to a VDN, however,
the adjunct routing command operates the same as a route to digits with
coverage=n command. Since calls redirected once to coverage should not be
redirected again, the coverage option is disabled for the adjunct routing command
in this situation.
Attendant
A call covering to a VDN can be connected to an attendant queue or hunt group by
a vector. Internal calls that route to an attendant display the class of restriction of
the originating station if the attendant presses the “display COR” button.
An attendant cannot establish a conference with a call covering to a VDN if the
call is in vector processing. If a call placed to a local destination has covered to a
VDN and the attendant attempts to add this call to a conference, the conference
will be denied until the call has completed vector processing.
An attendant-extended call that covers to a VDN will not return. If the attendant
extends a call to a local destination that covers the call to a VDN, the attendant’s
return call timer is canceled when vector processing begins and the Return Call
button will not affect the call.
If a call covers to a VDN and is then routed to an attendant, the attendant can
transfer the call to another VDN.
AUDIX
Calls that cover to a VDN can be routed to an AUDIX by the route-to or
messaging vector commands. Calls that cover to a VDN may be subsequently
transferred to AUDIX. Calls may also be transferred out of AUDIX to a VDN.
Automatic Call Distribution (ACD)
A VDN can be the last point in an agent’s coverage path for direct agent calls.
Call Coverage
A VDN cannot be a member of a coverage answer group. A vector cannot route a
covered call to a coverage answer group.
Calls that have covered to a VDN cannot be redirected again by Call Coverage.
Coverage Callback and Leave Word Calling work normally when a vector delivers
a call to a covering user.
Call Forwarding
Calls that have covered to a VDN cannot be redirected by Call Forwarding.

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Call Park
A parked call will not cover to a VDN. When a call is parked at an extension with
a VDN in its coverage path, the call will continue ringing the extension. If the call
is parked to a hunt group extension and the call is in queue, the call will remain in
the queue until it is retrieved, or answered by an agent, or abandoned by the caller.
A vector event is generated for these calls when the administered coverage criteria
are met.
Once a call covers to a VDN, Call Park cannot be established until the call is
delivered to an extension and vector processing ends.
Call Vectoring
The class of restriction assigned to a VDN determines the partition group number
(PGN). The PGN in turn determines the AAR or ARS routing tables used by
route-to commands.
When a call covers to a VDN, VDN override has no effect on the display shown on
an answering display. This station will show the normal display for a covered call.
adjunct routing (Category A only): For direct calls to a VDN, the adjunct
routing command operates like the route to digits with coverage=y command. For
calls that cover to a VDN, however, the adjunct routing command operates the
same as a route to digits with coverage=n command. Calls redirected once to
coverage should not be redirected again, however, so in this situation the coverage
option is disabled for the adjunct routing command.
converse (Category A only): Covered calls to a VDN work with the converse
command. If a call in vector processing is connected to an agent in a “converse
split,” the agent cannot activate Consult, Coverage Callback, or Coverage Leave
Word Calling.
messaging: The messaging command handles covered calls differently
depending on whether an extension is specified in the command. If the command
messaging split xxxx extension none is used, the mailbox of the principal extension
is used for the call. The number of the principal extension and the reason for
redirection are passed to the messaging adjunct in the CONNECT message.
When an extension is specified in the messaging command, no information about
the principal extension is passed to the adjunct. Instead, the number of the
extension specified in the command is passed to the adjunct in the CONNECT
message along with the reason for redirection. The mailbox for the specified
extension is used.
route-to: A call covering to a VDN can be routed to any valid destination by the
call vectoring command route-to. The coverage option for the route-to digits
command is disabled for covered calls. In other words, the route-to digits with
coverage=y functions like the route-to digits with coverage=n command when
processing covered calls. When the route-to command terminates a covered call
locally, information identifying the principal and the reason for redirection are
retained with the call. This information can be displayed on display phones or
passed to an AUDIX or Message Center system.

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Class of Restriction (COR)
The COR assigned to the covering VDN governs the vector routing of the call.
Conference
Calls in an established conference will not cover to a VDN.
Once a call covers to a VDN, a conference cannot be established until the call is
delivered to an extension and vector processing ends.
Consult
The Consult feature normally uses a Temporary Bridged Appearance on the
principal’s set. Call coverage to a VDN removes the Temporary Bridged
Appearance from the principal’s set, but the Consult feature still works.
Hunt Groups
A VDN can be the last point in a hunt group’s coverage path. If the coverage
vector for a split or hunt group routes calls to another via a route-to or messaging
command, calls will queue at the second resource with the queue priority assigned
for the first split or hunt group. If a queue-to, check, or converse command is used,
calls will queue at the second split or hunt group with the priority specified in the
command.
If an inflow threshold has been assigned to a hunt group, the group will not allow
new calls to queue when the oldest call in queue has exceeded the threshold.
Therefore, covered calls are not connected to a hunt group when the group’s inflow
threshold has been exceeded. Note that this interaction can also occur when a
messaging split or route-to command routes a covered call to a split that isn’t
vector-controlled.
Look-Ahead Interflow (Category A only)
For calls that have covered to a VDN, LAI works like a route-to digits/number
with cov=n vector command. Any Dialed Number Identification Service (DNIS)
digits sent with the interflowed call will indicate the VDN to which the call
covered, not any VDN the call encountered before it went to coverage.
Night Service
Calls that have covered to a VDN cannot be redirected by Night Service.
Personal CO lines (PCOL)
A VDN may be assigned as the last point in a PCOL coverage path.
Phone Display
Calls covering to a VDN and then directed to an agent in a split or hunt group by a
queue-to, check, converse, or route-to command display the following information
to the agent:
a=EXT 3174

EXT 3077

In this example, station A called station B. Station B was busy, and the call
covered to a VDN.

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Redirection on No Answer (RONA)
RONA applies to calls that cover to a VDN. If the vector associated with the VDN
queues the call to a resource (for example, a split or agent) that uses RONA, the
call can be requeued for the same resource. The call cannot be redirected, however,
since it has already covered to the VDN.
Terminating Extension Groups
A VDN may be assigned as the last point in the coverage path for a Terminating
Extension Group.
Transfer
Calls may be transferred to extensions that cover to a VDN. Users who receive a
covered call may transfer it to a VDN. If a transfer attempt goes to coverage and
covers to a VDN, the user at the answering station can complete the transfer by
pushing the Transfer button (or by flashing the switchhook on an analog station).
Calls that cover to a VDN may be subsequently transferred to AUDIX. Calls may
also be transferred out of AUDIX to a VDN.

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VDN of Origin Announcement
(Category A only)
VDN of Origin Announcement (VOA) provides agents with a short message about a
caller’s city of origin or requested service based on the VDN used to process the call.
Use VOA messages to help agents to respond appropriately to callers. For example, if you
have two 800 numbers, one for placing orders and one for technical support, you can
administer two VDNs to route calls to the same set of agents. When an incoming call is
routed to a VDN with a VOA assigned (for example, “new order” or “tech help”), the
VDN routes the call to a vector, which can place the call in an agent queue. When an agent
answers the call, he or she hears the VOA message and can respond appropriately to the
caller’s request.

Administering VOA
Table 3-56. Required forms
Form

Field

Attendant Console

Feature Button Assignments
— VOA Repeat

Class of Restriction (COR)

VDN of Origin Announcements

Feature-Related System Parameters

Hear Zip Tone Following VOA?

Announcements/Audio Sources

All

Vector Directory Number

VDN of Origin Annc. Extension

Phones

Feature Button Assignments
— VOA Repeat

Announcements/Audio Sources — Assign each VOA you want to use. You can
administer aux-trunk types with queue, without queue, and with barge-in. You can
administer integrated types with queue and without queue. Do not administer
analog and integrated repeating announcement types as VOAs.
The VDN for which you are administering a VOA must be in a vector command line.

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Detailed description
The agent cannot hear the caller while the VOA message is playing. The caller is not
connected to the agent until after the message completes and cannot hear the message or
the agent during the message. The caller hears ringback while the agent is listening to the
VOA.
Agents logged in at multiline telephones see the call-appearance button for an incoming
call flash until after the VOA completes. An agent can press the flashing call-appearance
button to stop the VOA.
To repeat the VOA, an agent presses the VOA Repeat button. The VOA Repeat button
lamp lights during the VOA. The VOA Repeat button lamp remains lit if the repeat
request is queued. If an agent presses the VOA Repeat button while the lamp is lit, the
VOA is stopped. If an agent presses the VOA Repeat button but there is no VOA or the
system cannot play the VOA within three seconds, the lamp flutters.
You assign VOAs for each VDN. However, the VOA applies to a COR, so you must
administer a COR for agents who will receive VOAs.
You can set up VOAs in four ways:
Agents can hear a unique announcement based on the dialed number identification
service (DNIS) received from the service office or carrier switch. Assign each
DNIS as the VDN of a vector. Set up the VOA to announce the services associated
with the DNIS.
NOTE:
The announcement associated with the current VDN only plays if the VDN
Override for the previous VDN is set to y. If VDN Override for the previous
VDN is set to n, the VOA associated with that VDN plays.
Use vector steps, an integrated prompting, or converse-on step to route calls to a
VDN. Set up the VOA to announce the service the caller requested or to announce
a condition that caused the call to route-to the VDN.
You can route calls to a voice response system, directly or through a vector. Use
voice prompting to direct the caller to enter a touchtone response, and route the
call to a specific VDN based on the caller’s response. Set up the VOA to indicate
the service the caller selected.
If agents require a caller’s city of origin, assign the trunk group to a particular
VDN. Set up the VOA to provide the location of the origin of the trunk group.
Subsequent VDNs can be used to handle the call, or multiple VDNs can be
assigned to a single vector.
NOTE:
VDN Override applies to VOA in the same way that VDN Override applies
to display information. If a VDN with a VOA has VDN Override enabled,
the system overrides the original VOA with VOAs in subsequent VDNs to
which the call is routed.

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Considerations
Because callers are kept waiting while a VOA plays, messages should be kept very
brief — no more than 1.5 seconds in length. Agents should use a speakerphone or
headset, so they do not miss the VOA while they are picking up the handset. If
agents cannot use a speakerphone or headset, administer phones with a VOA
Repeat button.
If you have multiple announcement boards, you should place shorter VOAs on one
board and longer recorded announcements on the other to avoid delaying delivery
of VOAs. If you have only one announcement board, place VOAs on the
integrated board and consider installing an auxiliary announcement device for
longer announcements.
Agents must be on the same switch as the VOA.
A VOA can be assigned to multiple VDNs, but a VDN can have only one VOA.
If you use the TN750 circuit board for integrated announcements, the system
maintains a separate logical queue for VOAs. If the VOA cannot be delivered to
the agent within 1 second because of traffic or inoperative equipment, the system
does not provide the announcement. VOAs are higher priority than other
announcements on the TN750. A burst of VOAs can delay other announcements.
Therefore, record non-VDN of Origin Announcements as auxiliary or analog.
Auxiliary announcements are connected for a duration of 1 to 2 seconds on a
barge-in basis, immediately after the agent answers (or is assigned the call for
auto-answer) and the incoming call is extended to the agent. Integrated and
non-barge-in auxiliary announcements are connected for the duration of the
announcement. The switch does not ensure that the integrated announcement is
shorter than the allowed playback time.
VOA supports Auxiliary Trunks (aux-trunk) with barge-in, queue, or without
queue. For aux-trunk with or without queue, when the trunk is idle, a VDN call
seizes the trunk to start the VOA and the system plays the entire announcement
(not just 1 to 2 seconds). However, if the announcement is busy and if aux-trunk
has barge-in, the call does not queue but bridges onto the announcement for 1 to 2
seconds. When the VOA completes, the trunk is released along with the listeners,
and the next call requiring the VOA starts the process over again. For this reason,
your aux-trunk announcements should consist of one short announcement that
repeats during the full announcement time. For example, you might want to record
“New Order” as many times as possible, so that when a call bridges to the
announcement, the agent hears “New Order” no matter where the agent bridges
into the announcement.
If you use aux-trunk or integrated announcement without queue and a port is busy
when a VDN call comes in, the system cannot play an announcement. If you use
aux-trunk or integrated announcement with queue, the system plays the current
announcement for an agent and then connects the next agent in the queue.

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Interactions
Agent Call Handling (Answering Options)
— Automatic Answer
ACD agents at phones in Auto Answer mode hear a zip tone, then the
VOA. You can also administer a zip tone after the VOA completes, to alert
agents that an announcement is complete and a caller is connected.
Non-ACD agents can receive a VOA if a call is routed to them via vector
processing. When non-ACD agents at phones in Automatic Answer mode
receive calls, they hear a call ID tone then the VOA. Agents hear a second
zip tone after the VOA indicating connection to the caller.
— Manual Answer
When non-ACD agents at phones in Manual Answer mode receive calls
they hear ringing, answer the call, and hear the VOA.
ASAI Adjunct Routing
If a vector step includes Adjunct Routing, the VOA is played for the agent to
whom the call is routed.
Auto-Available Split/Skill (AAS)
AAS is intended to be used for splits/skills containing only nonhuman adjuncts
such as AUDIX or Conversant; however, VOAs can be directed to Auto-Available
splits/skills.
Call Forwarding
VOAs apply to forwarded calls, including those forwarded to a hunt group. The
answering station must be on the same switch. If a VOA is forwarded, the message
is played only if the destination extension is administered with a COR that allows
VOA.
Call Pickup
Call Pickup allows an agent to pick up a ringing call on another extension. If the
pick-up extension has COR permissions for VOA, the agent can receive a VOA.
Conference
If an agent receives a call and then conferences in additional stations, any station
on the connection can use VOA Repeat button to replay the VOA. Only the person
using the button can hear the VOA unless the call is being service observed.
Converse-on split/skill
A converse-on split/skill is one used in a converse-on vector step. When a
converse-on vector step is executed, a VOA is not applied. After returning to the
vector, the call can be routed to a station or VDN where the answering agent
receives the VOA (as if the converse-on step had not been processed).
Coverage
VOA applies to coverage paths.

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Data Restriction
Data Restriction prevents tones from being applied to line or trunk circuits during
a data call. VOAs are not played for data-restricted calls.
Direct Agent Calling
Direct Agent Calling allows a vector to route a call to particular ACD agent and
have the call treated as an ACD call. The VOA only applies to direct agent calls if
the calls reach an agent through vector processing. Direct agent calls from a phone
on a switch are not vector-processed and cannot cause a VOA to be played.
Enhanced Automatic Wake-up
If you are using enhancements to Automatic Wake-up with integrated
announcements, there can be contention for integrated announcement ports. VOAs
have priority over Automatic Wake-Up announcements.
Expert Agent Selection (EAS)
When you are using EAS, the logical agent COR definition determines the
assignment of VOAs for each extension. EAS uses the COR of the logical agent
instead of the COR for the telephone the agent is using.
Hold
Agents cannot use the VOA Repeat button if their calls are all on hold. The VOA
Repeat button only applies to active calls.
Home Agent
You can assign an initial VOA to a home-agent port on the switch. However, home
agents cannot use a VOA Repeat button because home agents need a dial access
code (DAC) to reach features and VOA replay does not use a DAC.
Hunt Groups
VOAs apply to calls routed to a hunt group. The COR for the answering station’s
extension determines whether the station can receive a VOA.
Look-Ahead Interflow
VOAs apply only to the switch where the VDN is defined. If a call interflows to
another switch, the VOA is lost. You can have the interflow to another switch
access a VDN with the same VOA message as on the original switch.
Redirection on No Answer (RONA)
If a call re-queues to a split/skill because the RONA timer expired, the VOA
applies to the call when an agent answers the call.
Service Observing
The system handles Service Observing calls as conference connections. If the
observer presses the VOA Repeat button only he or she hears the announcement.
However, if another party on the call presses the VOA Repeat button, the user and
the observer hear the VOA.

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Guide to ACD Call Centers 555-233-503
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Supervisor Assist
If an agent requests supervisor assistance and conferences the supervisor into a
call, either the agent or the supervisor can use their VOA Repeat button to replay
the VOA, but only the person who presses the button hears the VOA.
Transfers
If an agent receives a VDN call and transfers the call, the answering party can use
the VOA Repeat button to replay the message.
VOA distribution
If you use long VOAs or multiple VOAs, there may be a delay between the zip
tone and the announcement. The system provides multiple announcement circuit
packs to help prevent announcement delays. Contact your Avaya representative for
more information.

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Voice Response Integration
(Category A only)
Voice Response Integration (VRI) integrates Call Vectoring with the capabilities of voice
response units (VRUs) such as the Conversant Voice Response Unit (VRU). With
Conversant, you can:
Run a VRU script while retaining control of a call in vector processing
Run a VRU script while a call is queued, retaining its position in the queue
Pool Conversant ports for multiple applications
Use a VRU as a flexible external-announcement device
Pass data between the system and a VRU
Tandem VRU data through a switch to an ASAI host
The converse-on command, which is part of Basic Call Vectoring, provides these
capabilities. Use a converse-on call-vector step to integrate a VRU with Automatic Call
Distribution (ACD). VRI allows you to use VRU capabilities while controlling a call in
ACD.
Include VRUs with vector processing to take advantage of the following:
Access to local and host databases
Validation of caller information
Text-to-speech capabilities
Speech recognition
Increased recorded announcement capacity
Audiotex applications
Interactive voice-response (IVR) applications
Transaction-processing applications
VRI allows users to make productive use of queuing time. For example, while a call is
queued, a caller can listen to product information via an audiotex 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.
For more information on VRI and the converse-on command, see the DEFINITY ECS Call
Vectoring/EAS Guide, 555-230-521.

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Administering VRI
Enable Call Prompting to allow the system to collect digits from the caller and Conversant
to return data. You must have Call Prompting to administer the Converse Data Return
Code and use the digits keyword for the or fields on the converse-on
command.
Table 3-57. Required forms
Form

Field

System Parameters
Customer-Options

Call Prompting

Feature Access Code (FAC)

Converse Data Return Code

Feature-Related System Parameters

Converse Delay Data1/Data2
Converse Signaling Tone/Pause

Call Vector

All

Detailed description
A call queued to a split/skill retains position in the queue while a VRU script is being run.
When an agent becomes available, the line to the VRU is dropped and the caller connects
to the agent.
The converse-on command delivers a call to a predetermined converse split/skill. A
converse split/skill is administered and operates exactly like other splits/skills.
Nonconverse splits/skills are splits/skills that are accessed by queue-to and check vector
steps.
Members of a converse split/skill are the ports connected to the VRU. If all VRU ports are
busy, a call queues to the converse split/skill with the administered priority. After the VRU
answers the call, the converse-on command may pass up to 2 data items to the VRU,
depending on command parameters specified. You can pass data required by a VRU script
or data that selects the VRU script to be run.
Whether or not you pass data, a caller is connected to the VRU, which runs the VRU
script. Audible feedback provided by the vector is not heard and no further vector steps are
run until the VRU script completes. The VRU may return data to the system and then
drops the line to the system. Vector processing continues at the step following the
converse-on command.
If the call was queued to a nonconverse split/skill before the converse-on command was
run, the call retains its queue position. If an agent becomes available while the VRU script
runs, the system drops the line to the VRU and connects the caller to the agent. The VRU
detects the disconnect and terminates the VRU script. For converse-on command syntax,
see the DEFINITY ECS Call Vectoring/EAS Guide, 555-230-521.

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Call Prompting allows you to collect and use digits that the VRU returns. These digits are
handled as dial-ahead digits. Rules for collecting and processing VRU digits are the same
as for Call Prompting.
You can use digits returned from the VRU in the following ways:
To display for the answering agent’s (automatically for 2-line displays or with the
CALLR-INFO button for other displays)
As an extension in a route-to digits vector step. For example:
converse-on split. . . . (VRU returns 4 digits)
collect 4 digits after announcement none
route-to digits coverage y
For vector-conditional branching in an if digits equals vector step. For example:
converse-on split . . . (VRU returns 1 digit)
collect 1 digit after announcement none
goto vector 101 if digits = 1
goto vector 102 if digits = 2
goto vector 103 if unconditionally
Tandemed to an ASAI host
Collected digits are passed to ASAI hosts in Call Offered to Domain Event reports
and in route request messages, thus caller digits or database information returned
from the VRU can be tandemed through the system to ASAI hosts. For example:
converse-on split ... (VRU returns 9 digits)
collect 9 digits after announcement none
adjunct route link Y
In this vector, the digits returned from the VRU are forwarded to the ASAI host in the
adjunct routing route request message.

! SECURITY ALERT:
When you use a VRU application that returns data for a collect-digits step, the
opportunity for toll fraud exists when the VRU application does not return any data.
Take the following precautions:
If the collected digits are used to route calls internally, ensure that the Class
of Restriction (COR) for the vector directory number (VDN) does not
allow calls to route externally.
If the collected digits are used to route calls externally, use a password to
verify that the collected digits have been passed by the VRU application.
For example, in the following vector, the VRU application returns a 3-digit
password followed by the 8-digit external number. The vector routes calls
without the correct password to a vector 23.
converse-on split 10 pri m passing none and none (VRU returns
11 digits)
collect 3 digits after announcement none
goto vector 23 if digits <> 234
collect 8 digits after announcement none
route-to digits with coverage n

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Interactions
Converse splits interact like other vector-controlled splits unless noted here.
Adjunct Switch Applications Interface (ASAI)
When a converse-on vector step places a call to an ASAI-monitored domain, ASAI
event messages are sent over the ASAI link. When a converse-on step places an
ASAI-monitored call, the ALERT message sent to the ASAI adjunct includes a
cause IE, Coding Standard 3 value 23 (CS3/23), which informs the adjunct that the
call has not been dequeued from any nonconverse splits.
If a converse-on step is run while an adjunct routing request is outstanding, the
request is canceled.
ASAI cannot transfer or conference calls, but can direct the system to do this.
Agents
Although not recommended, you can use a converse-on step to deliver a call to a
group of human agents. To agents, the call looks like an ACD call, except they
cannot use certain features, such as Transfer, Conference, and Supervisor Assist.
The agent can return data to vector processing by pushing the transfer button (or
flash hook on analog) and dialing the converse-on data return code and required
digits.
Answer supervision
Answer supervision is returned only once during a call. If a call is answered
because of a converse-on step, answer supervision is sent if it hasn’t previously
been sent. If digits are passed to the VRU, answer supervision is sent after digits
are sent.
AUDIX
If a converse-on step calls AUDIX, the call is handled as a direct call to AUDIX.
The caller hears the AUDIX welcome message and can retrieve messages as usual.
If a call is forwarded to a VDN and then delivered to an AUDIX hunt group by a
converse-on step, the call to AUDIX is treated as a redirected call, and the caller
may leave a message.
Auto-Available Split/Skill (AAS)
A converse-on vector step can place a call to an AAS. Use auto-available converse
splits/skills for VRI except when ASAI controls the converse split/skill.
Automatic answering
When you administer Conversant ports as agents of a converse split/skill, do not
administer agents as automatic answer. The system-provided zip tone may
interfere with the interaction between Conversant and the calling party.

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BCMS/CMS
BCMS tracks calls that a converse-on step places to a BCMS-measured hunt
group. CMS tracks calls that a converse-on step places to a CMS-measured hunt
group, split, or skill.
The VDN tracks such calls as waiting in the vector. A call is considered answered
when answered by a nonconverse split/skill agent, not when answered by a
converse split/skill agent. The converse split/skill tracks this as a separate
“answered” call when the VRU answers. Though trunk and split/skill totals may
no longer match, VDN and trunk totals match.
Call Detail Recording
The duration of a call to a VDN is recorded from when answer supervision is
returned after a successful converse-on step. Unsuccessful converse-on steps do
not generate ineffective call-attempt records. Converse-on steps cannot place calls;
these steps simply direct a call to a hunt group.
Call Park
Calls that a converse-on step placed cannot be parked.
Call Pickup
Do not use Call Pickup with converse-on steps.
Class of Restriction
The system does not check CORs when a converse-on vector step routes a call to a
split.
Conference
You cannot conference a call routed by a converse-on step.
Direct Department Calling
You can administer a converse split/skill as a DDC split/skill.
Distributed Communications System
If an incoming DCS call is placed to a vector with a converse-on split/skill x pri m
passing ani... step, the caller’s DCS extension is sent to the VRU.
Expert Agent Selection
Converse-on steps can place calls to a skill hunt group.
Hold
An agent answering a converse call can put the call on hold, but the caller does not
hear music on hold. If a call is queued to a backup split/skill before it was sent to
the VRU and a nonconverse split/skill agent answers the call on hold, the agent
who placed the call on hold is dropped, and the caller connects to the answering
agent.
Hold — Automatic
Automatic hold applies to converse-on calls.

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Hunt Groups
A converse-on step can deliver a call to a vector-controlled or AUDIX hunt group,
ACD split, agent skill, or message center.
ISDN
You can administer a converse-on step to send a caller’s calling party/ billing
number (CPN/BN) to Conversant using the caller keyword.
Intraswitch CDR
If a converse-on call is answered and either the caller or the VDN associated with
the call is administered for intraswitch recording, timing for the call is started and
the CDR record shows “calling party to VDN” as the originating and answering
parties.
Line-side T1 connectivity
T1 connectivity between the DEFINITY and Conversant is supported for VRI. The
DS1 board must be a TN767E (or later) or TN464F (or later). Administer all
converse agents as DS1FD-type stations. Operation of the converse step using
Line-side T1 is identical to that over a tip/ring line. In particular, delay-timing and
outpulsing speed is the same as for analog lines. T1 connectivity to Conversant is
supported only in the United States and Canada.
Look-Ahead Interflow
If an incoming call or a call routed by a converse-on vector step is answered by a
VRU, or is queued to the converse split/skill while a Look-Ahead Interflow call
attempt is outstanding, the attempt is accepted.
Message Center
Converse-on steps can deliver calls to message hunt groups. Such calls are handled
as direct calls to the message hunt group.
If a call is forwarded to a VDN and a converse-on step delivers it to a message
split, it is handled as a redirected call.
A converse-on step can queue a call to three different skills and then to a converse
skill group or split.
Music-on-Hold
During the data return phase of a converse-on step, the caller is placed on hold, but
does not hear music.
Nonvector-controlled splits
A converse-on step cannot route a call to a nonvector-controlled split.

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Queuing
Converse-on calls queue when they are delivered to busy hunt groups. Call
Vectoring audible feedback is not disconnected while a converse-on call is queued.
If a converse-on step is run while a call is queued to a non-converse split/skill, the
call remains in queue, even after being answered by the VRU.
Converse-on steps can queue calls at one of four priority levels: low, medium, high
or top. You administer the queue priority of a call on the converse-on step.
R2-MFC Signaling
R2-MFC signaling trunks can send ANI to VRUs via the ani data item on the
converse-on step.
Recorded announcement
Use VRI to increase the system’s recorded announcement capacity by offloading
some recorded announcements to a VRU, such as Conversant. Using the
converse-on step, redirect callers to a group of VRU ports by passing the number
of the announcement to be played. Conversant can play any announcement on any
port.
Although only one caller can be connected to each port, up to 48 callers can be
connected simultaneously to Conversant. The maximum number of callers that can
be connected to a VRU simultaneously varies with each VRU.
Redirection on No Answer (RONA)
If a converse-on step calls a hunt group with “no answer timeout” administered,
and the call rings an agent/port for longer than the timeout interval, the call
redirects and the agent/port is put into AUX work mode (or logged out if the agent
is an AAS member).
With RONA, the call is requeued to the split/skill. The call cannot requeue to the
split/skill if it is an AAS with all agents logged out or if the queue is full. If the call
cannot be requeued, the converse-on step fails, a vector event is logged, and
processing restarts at the next vector step.
Service Observing
Calls delivered by a converse-on step can be observed. To prevent the observer
from hearing tones associated with data being sent to the VRU, the observer is not
connected to the call until after data is passed. If the VRU returns data, the
observer is put in service-observing-pending mode and the caller is put on hold
while the data is sent. When the converse-on session ends and the VRU drops the
line, the observer remains in service-observing-pending mode and waits for the
next call.
In addition, the observer observing a VDN does not hear data being sent. After
data is sent, the observer rejoins the call.
Do not administer a service observing warning tone because the warning tone may
interfere with the interaction between Conversant and the caller.

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System measurements
System measurements track converse-on calls to hunt groups.
Touch-tone dialing
A caller can use touch-tone dialing while digits are passed in a converse-on
session. The data is not corrupted. The system does not collect the dialed numbers
as dial-ahead digits.
After the system sends digits to Conversant, a caller can enter touch-tone digits at a
Conversant prompt. After Conversant has returned data to the system and an
additional collect <#> digits vector step is run, a caller can enter a touch-tone
response to a system prompt.
Transfer
A call delivered by a converse-on step cannot be transferred.
If an attempt to transfer a converse-on call is made, a vector event is logged, the
line to Conversant is dropped, and processing restarts at the next vector step.
If a human agent tries to transfer a call, the transfer fails and the agent reconnects
to the call.
Transfer out of AUDIX
If a converse-on step delivers a call to an AUDIX hunt group and the caller tries to
transfer out of AUDIX, the transfer fails and processing continues at the next
vector step.
Uniform Call Distribution (UCD)
You can administer a converse split/skill as a UCD split/skill.
VDN display override
If a call that accesses multiple VDNs encounters a converse-on step that passes
vdn, normal display override rules determine which VDN number is sent to the
VRU.
Vector-controlled splits/skills
Converse-on steps can deliver calls only to skills or vector-controlled splits.

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VuStats (Category A only)
VuStats presents Basic Call Management System (BCMS) statistics on phone displays.
Agents, supervisors, call center managers, and other users can press a button and view
statistics for agents, splits/skills, VDNs, and trunk groups.
These statistics reflect information collected during the current BCMS interval,
information collected since the agent logged in or since the day began, or historical data
accumulated over an administered number of intervals. The information is limited to 40
characters displayed at a time. VuStats can display on demand or update periodically.
With VuStats, anyone who is using a telephone with digital display can view BCMS
statistics, which are otherwise available only on BCMS reports or management terminals.
These statistics can help agents monitor their own performance or can be used to manage
splits/skills or small call centers.
NOTE:
Although VuStats can run with either BCMS or CMS enabled, neither is required.
Figure 3-4 illustrates a Callmaster with a VuStats display.

STAFF = 4

AV = 0

ABC

DEF

GHI

JKL

MNO

PRS

TUV

WXY

Oper

AUX = 2

WAIT = 4

ASL = 87

VUS
7

callmstr CJL 061896

Figure 3-4. Callmaster with VuStats display

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Administering VuStats
Table 3-58. System-Parameter Customer-Options form
Form
System Parameter
Customer-Options

Field

ACD
BCMS/VuStats Login ID
BCMS/VuStats Service Level
VuStats or VuStats (G3V4 Enhanced)

Display the System-Parameter Customer-Options form and ensure that ACD,
BCMS/VuStats Login IDs, BCMS/VuStats Service Level, and VuStats or VuStats (G3V4
Enhanced) are set to y.
Table 3-59. Required forms
Form
Feature-Related System
Parameters

Field

ACD Login Identification Length
BCMS/VuStats Measurement Interval
BCMS/VuStats Abandoned Call Timer
Validate BCMS/VuStats Login IDs
Clear VuStats Shift Data

Trunk Group

Measured

Attendant Console

Feature Buttons

BCMS/VuStats Login ID

Hunt Group

ACD
Acceptable Service Level
Measured
Objective

Station

Feature Buttons

Vector Directory Number

Acceptable Service Level
Measured

VuStats

All

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Feature-Related System-Parameters form
— ACD Login Identification Length — If you are not using EAS, enter a
number (1–9) that identifies the length of Agent Login IDs used by
BCMS/VuStats. If you are not using BCMS/VuStats Login IDs, accept the
default 0. This field defines the ACD login ID length and the BCMS login
ID length, so you must coordinate with the BCMS administrator before
changing this field.
— BCMS/VuStats Measurement Interval — This interval determines
how frequently BCMS polls and records data for BCMS reports and
VuStats displays. Set this field to half-hour or hour.
If you specify hour, an entire day of traffic information is available for
BCMS history reports. Otherwise, only half a day is available.There is a
maximum of 25 measurement intervals, including the current interval.
— BCMS/VuStats Abandon Call Timer — Set this field to 1–10, or leave
blank. This value is the number of seconds a call can last and still be
recorded as an abandoned call. For example, if you set this field to 5, a call
could last up to 5 seconds and be recorded as abandoned. Thus, very short
calls are not included as ACD calls in BCMS and VuStats statistics.
Abandoned time is measured from the time the call is answered until the
agent hangs up. Any time an agent is on a call that is within the abandon
call timer value is recorded as total AUX time with the default reason code.
Use this timer if your central office does not provide disconnect
supervision.
— Validate BCMS/VuStats Login IDs — Set to n to allow entry of any
ACD login of the proper length. Set to y to allow entry only of login-IDs
that have been entered on the BCMS/VuStats Login-ID form.
— Clear VuStats Shift Data. Set to on-login or at-midnight to specify
when shift data for an agent is cleared.
Agent Login ID form — Administer Agent Login IDs for EAS. With EAS,
VuStats accesses agent and agent-extension object type information based on agent
login ID. Agents logging in agent IDs (administered on this form or
BCMS/VuStats Login ID form) can view their own statistics on any VuStats phone
they are using. If agent IDs are not administered, VuStats displays only statistics
collected for the agent’s extension.
Trunk Group form — For each trunk group that will have VuStat display statistics,
set Measured to internal or both. Specify internal to record statistics for
BCMS/VuStats. Specify both to record statistics for BCMS/VuStats and CMS.

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Attendant Console form — Administer a VuStats feature button (vu-display) to
allow an attendant to display VuStats statistics. There is no limit to the number of
VuStats buttons that can be administered.
— Fmt — When you assign VuStats feature buttons, an Fmt field appears.
You can associate a VuStats feature button with a particular display format.
The Fmt value identifies the VuStats format used to display the
information. Specify 1 — 50 in the Fmt (1 is the default format). See
"Format Number” in this section for additional information.
— ID number — Optionally administer an ID number for each vu-display
button. Use the ID number to define the agent, split/skill, trunk group, or
VDN that the VuStats display will describe. The ID can be an agent login
ID or extension number, a split/skill or trunk group number, or a VDN
extension. For example, a vu-display button administered with split/skill
ID 6 is used to view statistics for split/skill number 6.
Do not administer IDs for VuStats displays with the agent object type.
Agent object type displays are limited to statistics for the logged-in agent.
IDs allow supervisors and agents to bypass entering an agent extension,
split/skill, or VDN number when viewing statistics. IDs can also be used to
limit access to certain statistics to designated phones.
BCMS/VuStats Login ID form — Administer Agent Login IDs if you do not have
EAS. BCMS/VuStats Login IDs can be used to track statistics by specific agent
rather than extension number. Specify any character, except a space, to be used as a
placeholder for data in Format Description text. $ is the default. Each character
holds a place for one character of data. See “Data Field Character” in this section
for more information.
Hunt Group form
— ACD — Set this field to y.
— Acceptable Service Level — Specify the number of seconds within
which calls to this hunt group are answered. Calls answered within this
time are considered acceptable. BCMS and VuStats use this value to
determine the percentage of calls that meet the acceptable service level.
— Measured — Set this field to internal or both. Specify internal to
record statistics for BCMS/VuStats. Specify both to record statistics for
BCMS/VuStats and CMS.
— Objective — Specify an objective, or goal, for the split/skill. Examples
include an agent objective of a number of ACD calls to be handled, an
average talk time, or a percent of calls to be answered within the acceptable
service level.
Station form — Administer a VuStats feature button (vu-display) to allow agents
to display VuStats statistics. See “Attendant Console form” above for more
information.

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Vector Directory Number form
For each VDN that has statistics displayed by VuStats, administer the following
fields:
— Acceptable Service Level — Specify the number of seconds within
which calls to this VDN are answered. Calls answered within this time are
considered acceptable. BCMS and VuStats use this value to determine the
percentage of calls that meet the acceptable service level.
— Measured — Set this field to internal or both. Specify internal to
record statistics for BCMS/VuStats. Specify both to record statistics for
BCMS/VuStats and CMS.
VuStats Display Format form — see the ‘‘VuStats (Category A only)’’ in Chapter
4, ‘‘DEFINITY ACD call center forms’’ for definitions related to completing this
form.

Detailed description
The following forms and fields determine information that VuStats displays.

Access Trunk Group
Measured

Agent LoginID form
All Fields

Attendant Console form
Feature Buttons
ID

BCMS/VuStats Login ID form
All Fields

Hunt Group form
Acceptable Service Level
Measured
Objective

VuStats Display Format form
Format Number
Next Format Number
Number of Intervals
Object Type
Data Type
Period
Threshold
Ref

What

Station (Voice Terminal) forms
Feature Buttons
ID

Vector Directory Number form
Acceptable Service Level
Measured

Figure 3-5. Forms that determine what information appears on the VuStats display

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Data type
Data type defines what data is displayed for an object type. For example, for an agent
object type, VuStats can display information agents are interested in, such as the total
number of calls the agent has answered since login, the average time the agent has spent
on ACD calls, the number of agents available to receive calls for a split/skill, and the
percent of calls within the acceptable service level.
For split/skill object types, VuStats can display split/skill description and performance
information, such as average speed of answer, number of calls waiting, and agent work
states. VuStats can also display an objective, acceptable service level, or percent of calls
answered within the acceptable service level for a split/skill.
See the data types tables in Chapter 4, ‘‘DEFINITY ACD call center forms’’ for more
information.

Period
VuStats can show statistics that have accumulated for the day, or for an administered
number of intervals. For example, if you administer VuStats to display the number of
ACD calls for the past 4 completed intervals, it displays the number of ACD calls received
in the past 2 hours (1/2-hour intervals) or 4 hours (1-hour intervals) plus those completed
during the current interval. Using historical data can affect processor occupancy,
depending upon the number of active users, their update rates, and the number of
historical data types.
With agent or agent-extension object types, shift data is available for the number of ACD
calls answered, the average ACD talk time, and AUX work mode time by Reason Code
for an agent. You can clear shift data at midnight or the next time an agent logs in.

Threshold
Many data types can be administered with a threshold comparator and value. When the
condition defined by the threshold is true, and the data type is shown on the display, the
VuStats button lamp flashes. For example, suppose a format is created in which the oldest
call waiting data type is administered with a threshold of >= (greater than or equal to) five
minutes. Whenever that VuStats format is displayed, if the oldest call in queue has been
waiting for five minutes or longer, the VuStats lamp flashes on the phone. Each time the
display updates, the threshold is checked for each data type being displayed.

Format description
Use Format Description to create labels on the display to identify data. For example, in
Figure 3-4 on page 3-208 “AUX=” identifies the data type “split-agents-in-aux-all” (that
is, the number of agents currently in AUX work mode for a specified split/skill). Text
appears on the display exactly as you enter it in the field. Text is optional.
Because of the 40-character limit, use abbreviations when possible. For example, use “S=”
to indicate “split number”.

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VuStats (Category A only)

3-214

Display linking
Link display formats to increase the amount of information users can view. For example,
link a display of information for an agent’s first split/skill to a display of information for
the agent’s second split/skill. Or, link a display of information about the work states of all
agents on a split/skill linked to another display of information about calls waiting, number
of calls abandoned, or oldest call waiting for the split/skill.
If you use display linking, assign a Next button on agent telephones.

How the information looks
The following fields on the VuStats Display form determine how information looks on the
VuStats display.

Figure 3-6. Fields that determine what information appears on the VuStats
display
VuStats statistics appear on the second line of 2-line DCP telephone displays or on the
first line of 1-line DCP telephones and all BRI telephones. On telephones with 2 x 24
displays, the display automatically wraps to the second line of the display. When VuStats
is activated, it overwrites and cancels any display feature on the second line of a 2-line
display and on the first line of a 1-line display.
You define the following format information on the VuStats Display Format form:
Labels for data types and the amount of space reserved for data
Order in which data types appear on the display
Format for time-related data types
Display links

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When the information updates
The following forms and fields determine when VuStats displays update.

Feature-Related System-Parameters form
BCMS/Vustats Measurement Interval

VuStats Display Format form
Update Interval
On change
Display Interval

When

Figure 3-7. Fields that determine when information updates on the VuStats display
Most display features that use the second line of a 2-line display or the first line of a 1-line
display overwrite and cancel VuStats. Reason Codes and Call Work Codes only suspend
VuStats; when the prompt is removed, the VuStats display reappears.
User press the normal button to clear the VuStats display.
Administer VuStats to display information until agents press the normal button or another
operation overwrites the VuStats display. Or, administer VuStats to display for an interval
of 5, 10, 15, or 30 seconds.
You can also administer VuStats to update displayed statistics every 10, 20, 30, 60 or 120
seconds or every time an agent changes work mode or a BCMS Measurement Interval is
completed, or not update at all.

Considerations
Some VuStats data is accumulated for an agent’s login session. This shift data clears either
at midnight or the next time the agent logs in depending upon how the system is
administered. If the data clears at login and agents log out to go to lunch, the system clears
their accumulated data when they log back in after lunch.
To accumulate a full day’s statistics, you can require agents and supervisors to keep a
running total of all their login sessions, or, to avoid this, use historical data, require agents
to use AUX work mode when temporarily unavailable, or administer the system to clear
shift data at midnight.

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Interactions
BCMS
You must have BCMS activated to receive BCMS reports. VuStats displays data
collected by BCMS, but BCMS need not be enabled for you to use VuStats.
Call Prompting
When Call Prompting digits are displayed, VuStats is canceled. When an agent
reactivates VuStats, the VuStats display overwrites the Call Prompting display.
Call Work Codes (CWC)
The CWC-display prompt suspends VuStats, so when the CWC prompt is
removed, the VuStats display reappears.
If VuStats is activated while a CWC is being entered (that is, the pound (#) sign is
not yet dialed), the CWC display is overwritten. The CWC must be reentered.
Change skills
An agent changing skills automatically cancels VuStats. Display of the new skills
overwrites the VuStats display. When the agent reactivates VuStats, the VuStats
display overwrites the new skills display.
CMS
Moving an agent from one split/skill to another does not affect the ID assigned to
the vu-display button.
If an agent is moved from one split/skill to another, the system does not associate
VuStat buttons from the agent’s previous split/skill to the new split/skill. Therefore
if you must frequently move agents between splits/skills, do not associate agents’
VuStats buttons with a specific split/skill. Instead, associate the VuStats button
with the agent format (without an ID) on each agent’s phone and use a split/skill
reference to view the agent’s split/skill.
EAS-PHD
When you have EAS-PHD enabled, VuStats can provide statistical data for all
twenty skills. However, agent statistics by skill (agent or agent-extension object
types) are available only for the current interval or for the “shift-acd-calls” and
“shift-average-acd-talk-time” data types.
Integrated Directory
If an agent activates Integrated Directory, VuStats is automatically cancelled. The
Integrated Directory display overwrites the VuStats display and the VuStats button
extinguishes. When VuStats is reactivated, the VuStats display overwrites the
Integrated Directory display.
Queue-Status Indications
The queue-status button display automatically cancels VuStats. When VuStats is
reactivated, the VuStats display overwrites the queue-status display.

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Reason Codes
Using certain VuStats data types, you can report real-time and historical AUX
work mode time by Reason Code or AUX work mode time summed for each
Reason Code.
The Reason Codes display prompt suspends VuStats; when the Reason Codes
prompt is removed, the VuStats display reappears.
Service Observing
On telephones with a 1-line display, the Service Observing button display
automatically cancels VuStats. When VuStats is reactivated, the VuStats display
overwrites the Service Observing display.

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DEFINITY Enterprise Communication Server Release 9.5
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DEFINITY ACD call center forms
Introduction

4-1

DEFINITY ACD call center forms

Introduction
This chapter defines the DEFINITY forms that are used to administer the ACD Call
Center features.

List of call center forms
Forms

Page

Agent LoginID (Category A only)

4-2

Best Service Routing (BSR) Application Plan (Category A
only)

4-7

BCMS/VuStats Login ID (Category A only)

4-9

Call Center System Parameters

4-12

Call Vector

4-18

Holiday Table

4-22

Hunt Group

4-25

Reason Code Names (Category A only)

4-28

SIT Treatment for Call Classification (Category A only)

4-29

Vector Directory Number

4-31

Vector Routing Table (Category A only)

4-37

VuStats Display Format (Category A only)

4-40

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DEFINITY ACD call center forms
Agent LoginID (Category A only)

4-2

Agent LoginID (Category A only)
This form is used to administer Agent LoginIDs for the Expert Agent Selection feature.

Administration commands
Use the following administration commands to administer the Agent LoginID form.

Action

Qualifier1

Object

add

agent-loginid

xxxxx (extension) or next

change

agent-loginid

xxxxx (extension)

display

agent-loginid

xxxxx (extension) [print or schedule]

duplicate

agent-loginid

xxxxx (extension) start xxxxx (starting extension
number) count x

remove

agent-loginid

xxxxx (extension)

list

agent-loginid

[staffed |unstaffed [name x][aas y/n]]

Brackets [ ] indicate the qualifier is optional. Single quotes (’ ’) indicate the text inside the
quote must be entered exactly as shown or an abbreviated form of the word may be
entered.

Form instructions

add agent-loginID 9011

Page

1 of

AGENT LOGINID
Login ID:
Name:
TN:
COR:
Coverage Path:
Security Code:
Direct Agent Skill:
Call Handling Preference:
Service Objective?

1:
2:
3:
4:
5.

SN
__
__
__
__
__

RL
_
_
_
_
_

SL
__
__
__
__
__

WARNING:

Screen 4-1.

PA
___ 6:
___ 7:
___ 8:
___ 9:
___ 10:

SN
__
__
__
__
__

9011_
AAS?
_________________________
AUDIX?
1__
LWC Reception:
1
AUDIX Name for Messaging:
____
Messaging Server Name for Messaging:
____
LoginID for ISDN Display?
___
Password:
skill-level
Password (enter again):
_
Auto Answer:
RL
_
_
_
_
_

SL
__
__
__
__
__

PA
___
___
___
___
___

11:
12:
13:
14:
15:

SN
__
__
__
__
__

RL
_
_
_
_
_

SL
__
__
__
__
__

PA
___
___
___
___
___

16:
17:
18:
19:
20:

SN
__
__
__
__
__

RL
_
_
_
_
_

_
_
msa-spe
_______
_______
n
_________
_________
______

SL
__
__
__
__
__

Agent must log in again before skill changes take effect

Agent LoginID form

PA
___
___
___
___
___

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Agent LoginID (Category A only)

4-3

Make assignments as required for the following fields on the form:
Login ID — Display-only field. Contains the identifier for the Logical Agent as
entered on the command line.
Name — Enter up to a 27-character string naming the agent. Any alpha-numeric
character is valid. Default is blank.
TN — Enter the Tenant Partition number. Valid entries are 1-20. Default is 1.
COR — Enter the Class of Restriction for the agent. Valid entries are 0-95.
Default is 1.
Coverage Path — Enter the number of the Coverage Path used by calls to the
LoginID. Valid entries are a path number between 1-999, time of day table
t1-t999 or blank (default). This is used when the agent is logged out, busy, or does
not answer.
Security Code — Enter the 4-digit security code (password) for the Demand
Print messages feature. This field may be blank (default).
Direct Agent Skill — Enter the number of the skill that is used to handle Direct
Agent calls. Valid entries are 1-99, or blank (default).
Call Handling Preference — Choices are skill-level (default),
greatest-need, and percent-allocation. When calls are in queue and an agent
becomes available, skill-level delivers the oldest, highest priority call waiting for
the agent’s highest level skill. Greatest-need delivers the oldest, highest priority
call waiting for any of the agent’s skills. Percent allocation delivers a call from
the skill that will otherwise deviate most from its administered allocation.
Percent-allocation is available only with the CentreVu Advocate software. For
more information, see the CentreVu Advocate User Guide, 585-215-953.
Service Objective —This field is displayed only when the call handling
preference is greatest-need or skill-level. You may enter y or n in this field.
When Service Objective is administered on the Hunt Group form and the agent
LoginID form, the DEFINITY selects calls for agents according to the ratio of
Predicted Wait Time (PWT) or Current Wait Time (CWT) and the administered
service objective for the skill. Service Objective is a feature that is part of the
CentreVu Advocate software. For more information, see the CentreVu Advocate
User Guide, 585-215-953.
Direct Agent Calls First (not shown) — This field replaces the Service
Objective field when percent-allocation is entered in the Call
Handling Preference field. Enter y if you want direct agent calls to
override the percent-allocation call selection method and be delivered before other
ACD calls. Enter n if you want direct agent calls to be treated like other ACD
calls. For more information, see the CentreVu Advocate User Guide, 585-215-953.

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Agent LoginID (Category A only)

4-4

AAS — Enter y if this extension will be used as a port for an Auto Available
Split/Skill. Default is n.

WARNING:
Entering y in the AAS field clears the password and requires execution of the
remove agent-loginid command. To set AAS to n, this logical agent must
be removed then re-added.

WARNING:
This option is intended for DEFINITY adjunct equipment ports only, not
human agents.

AUDIX — Enter y if this extension will be used as a port for an AUDIX. Default
is n.
NOTE:
The AAS and AUDIX fields cannot both be y.
LWC Reception — Enter where LWC messages will be stored for this Agent
LoginID. For the DEFINITY ECS R5r and newer configurations, valid entries are
audix, msa spe (default), and none. For the DEFINITY ECS R5si and newer
configurations, valid entries are audix, msa-spe (default), and none.
Port Extension (not shown) — Only displayed if either the AAS or AUDIX
field is y. Enter the assigned extension for the AAS or AUDIX port. This extension
cannot be a VDN or an Agent LoginID. Default is blank.
AUDIX Name for Messaging — Only applicable to the DEFINITY ECS R5r
and newer configurations. Enter the name of the AUDIX used for LWC Reception
and/or the name of the AUDIX that provides coverage for this Agent LoginID or
leave blank (default).
Messaging Server Name for Messaging — Only applicable to the
DEFINITY ECS R5r and newer configurations. Enter the name of the Messaging
Server used for LWC Reception and/or the name of the Messaging Server that
provides coverage for this Agent LoginID or leave blank (default).
LoginID for ISDN Display — Enter y if the Agent LoginID CPN and Name
field is to be included in ISDN messaging over network facilities. In this case, the
physical station extension CPN and Name is sent. Default is n.
Password — Only displayed if both the AAS and AUDIX fields are n. Enter up
to nine digits as the password the Agent must enter upon login. Valid entries are
the digits 0 through 9. The minimum number of digits that must be entered in this
field is specified in the Minimum Agent-LoginID Password Length field on the
Feature-Related System Parameters form. Default is blank.
NOTE:
Values entered into this field will not be echoed to the screen.

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Agent LoginID (Category A only)

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Password (enter again) — Only displayed if both the AAS and AUDIX fields
are n. Reenter the same password exactly as it was entered in the Password field.
Default is blank.
NOTE:
Values entered into this field will not be echoed to the screen.
Auto Answer — Valid entries are all, acd, none, and station. When Expert
Agent Selection is optioned, the agent’s auto answer setting will apply to the
station where the agent logs in. If the auto answer setting for that station is
different, the agent’s setting will override the station’s.
The entries all, acd, and none have the same effect as the corresponding entries
on the Station form. Enter all to allow all calls (ACD and non-ACD) terminated to
the agent to be cut through immediately. Enter acd to allow only ACD split /skill
calls and direct agent calls to auto answer. If this field is acd, Non-ACD calls
terminated to the agent ring audibly. Enter none (default) to cause all calls
terminated to this agent to receive an audible ringing treatment. Enter station if
you want auto answer for the agent to be controlled by the auto answer field on the
Station form.
SN (Skill Number) — Enter the Skill Hunt Group(s) that this agent handles. The
same skill may not be entered twice. If EAS-PHD is not optioned, up to 4 skills
can be entered. If EAS-PHD is optioned, up to 20 skills can be entered.
RL (Reserve Level) — Enter the reserve level (if any) assigned to this agent
with the Service Level Supervisor feature. You may assign a reserve level of 1 or
2. When this skill reaches the corresponding EWT threshold set on the Hunt Group
form, this agent will automatically be logged into the skill and will take calls until
the skill’s EWT drops below the preassigned overload threshold. Service Level
Supervisor is available as part of the CentreVu Advocate software. For more
information, see the CentreVu Advocate User Guide, 585-215-953.
SL (Skill Level) — Enter a skill level for each of an agent’s assigned skills. If
EAS-PHD is not optioned, 2 priority levels are available. If EAS-PHD is optioned,
16 priority levels are available. In releases prior to R3V5, level 1 was the primary
skill and level 2 was the secondary skill.
PA (Percent Allocation) — If the call handling preference is
percent-allocation, you must enter a percentage for each of the agent’s skills.
Enter a number between 1–100 for each skill. Your entries for all of the agent’s
skills together must total 100%. Do not use target allocations for reserve skills.
Percent Allocation is available as part of the CentreVu Advocate software. For
more information, see the CentreVu Advocate User Guide, 585-215-953.

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DEFINITY ACD call center forms
Agent LoginID (Category A only)

4-6

list agent-loginID

Page

1 of

AGENT LOGINID
Login
ID
Extn

Screen 4-2.

Name

Dir AAS/
Agt AUD COR

Agt
Prf SO Skl/Lv Skl/Lv Skl/Lv Skl/Lv

List Agent LoginID form
The following fields appear only on the List Agent LoginID form. All of these fields are
display-only:
Extn — The physical extension at which this agent is currently logged in. This
field is blank if the agent is not logged in.
Dir Agt — Shows the entry in the Direct Agent Skill field.
AAS/AUD — This field is y if the login ID is assigned as an auto-available
split/skill or an AUDIX port.
Agt Pref — Shows the call handling preference assigned to this loginID.
SO — Shows the entry in the Service Objective field. If you are not using Service
Objective, this field is blank.
Skl/Lv — Shows the agent’s assigned skills and the skill level for each one.

Implementation notes
The Auto Answer field is only displayed if G3 Version on the System Parameters
Customer-Options form is set to V6 or later.
The AUDIX Name for Messaging and Messaging Server Name for Messaging fields are
only displayed for the DEFINITY ECS R5r and newer configurations.
The Password and Password (enter again) fields are only displayed when both the AAS
and AUDIX fields are n.
The Port Extension field is only displayed if either the AAS or AUDIX field is y.

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DEFINITY ACD call center forms
Best Service Routing (BSR) Application Plan (Category A only)

4-7

Best Service Routing (BSR)
Application Plan (Category A only)
Use this form to identify the remote locations used in each BSR application.
NOTE:
For an explanation of BSR application plans see ‘‘Best Service Routing
(Category A only)’’.
For more information about Best Service Routing, refer to the DEFINITY ECS Call
Vectoring/EAS Guide, 555-230-521.

Administration commands
Use the following administration commands to administer the Best Service Routing form.

Action

Object

Qualifier1

add

best-service-routing

xxx (application
number) or ‘next’

change

best-service-routing

xxx (application
number)

display

best-service-routing

xxx (application
number)

remove

best-service-routing

xxx (application
number)

list2

best-service-routing

1.
2.

Brackets [ ] indicate the qualifier is optional. Single quotes (’ ’) indicate the
text inside the quote must be entered exactly as shown or an abbreviated
form of the word may be entered.
The command List best-service-routing displays the List Best Services
Routing Applications form. This is a display-only form and is shown below.

Valid application numbers are 1–255.

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DEFINITY ACD call center forms
Best Service Routing (BSR) Application Plan (Category A only)

4-8

Form instructions

BEST SERVICE ROUTING APPLICATION
Number: 1
Num
1
2
3

Name: International

Location Name
Denver
New Jersey
New York

Screen 4-3.

Switch Node
320
18
12245

Maximum Suppression Time: 60
Status Poll VDN
95022011
95022111
95032211

Interflow VDN
3035389425
3038053652
95032221

Lock? y
Net Redir?
y
y
n

Best Service Routing Application Plan form
Make assignments as required for the following fields on the form:
Number—This display-only field shows the identifying number of the plan
you’re working with. Numbered from 1 to 255.
Name—Give the application plan a name with up to 15 characters.
Maximum Suppression Time — Enter the maximum poll suppression time in
seconds from 0-60. This value applies when a subsequent Call Vector consider
command replaces a location as the best. For example, if the poll suppression time
is set to 30 seconds, the remote location polling is suppressed for up to 30 seconds
if the adjusted Expected Wait Time (EWT) is very far from being the best.
Lock — When set to y, this field provides extra security by not sending the
information over the CMS. When set to n, the system sends the information.
Num — Enter the location number. One plan may have 1–255 locations. Location
numbers are identifiers, and therefore need not be in sequential order. For example,
you could assign locations with the identifiers 1, 3, 14 and 89 to one application
plan.
Location Name—Give each location a name with up to 15 characters.
Switch Node—This is an optional field. If you’re using Universal Call ID, enter
the UCID Network Node ID for each DEFINITY. Valid Network Node IDs range
from 1–32,767.
Status Poll VDN—In this field, enter the routing number (including the dial
access code) your DEFINITY will use to access the Status Poll VDN at the remote
location. Valid entries may be up to 16 characters long and contain the digits 0–9, *
or #, p (pause), w/W (wait), m (mark), and s (suppress) characters.
Interflow VDN—In this field, enter the routing number (including the dial access
code) your DEFINITY will use to access the Interflow VDN at the remote
location. Valid entries may be up to 16 characters long and contain the digits 0–9, *
or #, p (pause), w/W (wait), m (mark), and s (suppress) characters.
Net Redir—When set to y, this field enables network call redirection. When set to
n, network call redirection is not enabled. Default is n.

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DEFINITY ACD call center forms
BCMS/VuStats Login ID (Category A only)

4-9

BCMS/VuStats Login ID (Category A
only)
If you want to monitor call activity by agent login IDs, and if the BCMS/VuStats Login ID
field on the System-Parameters Customer-Options form is set to y but the EAS feature is
not optioned, the administrator uses this form to administer valid logins.
You do not have to enter names. If you do not use names with the login IDs, the data you
receive from BCMS and/or VuStats defaults to ID xxxxxxxxx where xxxxxxxxx is the
login ID.
NOTE:
Only agents using one of the administered login IDs can successfully log in to a
split/skill measured by BCMS.

Administration commands
Use the following administration commands to administer the BCMS/VuStats Login ID
form.
Qualifier1

Action

Object

add

bcms/vustats login IDs

change

bcms/vustats login IDs

[login ID]

display

bcms/vustats login IDs

[login ID]

list

bcms/vustats login IDs

[login ID] count X

Brackets [ ] indicate the qualifier is optional.

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DEFINITY ACD call center forms
BCMS/VuStats Login ID (Category A only)

4-10

Form instructions

change bcms/vu-stats login IDs
Page 1 of x
BCMS/VU-STATS LOGIN IDS
Assigned Numbers: 300 of 400
Login Id
Name
Login Id
1: _________ _______________
17: _________
2: _________ _______________
18: _________
3: _________ _______________
19: _________
4: _________ _______________
20: _________
5: _________ _______________
21: _________
6: _________ _______________
22: _________
7: _________ _______________
23: _________
8: _________ _______________
24: _________
9: _________ _______________
25: _________
10: _________ _______________
26: _________
11: _________ _______________
27: _________
12: _________ _______________
28: _________
13: _________ _______________
29: _________
14: _________ _______________
30: _________
15: _________ _______________
31: _________
16: _________ _______________
32: _________

Screen 4-4.

Name
_______________
_______________
_______________
_______________
_______________
_______________
_______________
_______________
_______________
_______________
_______________
_______________
_______________
_______________
_______________
_______________

BCMS/VuStats Login IDs form

Make assignments as required for the following fields on the form:
Login ID — A number up to nine digits that an agent must enter to be measured
in a split/skill by BCMS. The login IDs are restricted to up to five digits if you are
using EAS. The system validates each login ID. If you enter a duplicate login ID,
the system displays an error message and places the cursor at the duplicate field.
Also, the login ID must be the same length as the number in the ACD Login
Identification Length field on the Feature-Related System-Parameters form. If
the login ID you enter does not match the length specified in the ACD Login
Identification Length field, the system displays an error message and places the
cursor at the field that is incorrect.
NOTE:
The administered login length may change to another value, but doing so
changes the allowed length for all IDs entered on this form. Before agents
with logins that do not match the administered login length can log on, you
must readminister either the ACD login identification length to fit the
existing logins or change the logins to match the ACD login identification
length.
Name — A name associated with the login ID (optional).

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY ACD call center forms
BCMS/VuStats Login ID (Category A only)

Issue 4
July 2001
4-11

Implementation notes
The form appears only two pages (64 IDs) at a time. If you are adding login IDs, you can
fill two pages and then reissue the command to fill an additional two pages, and so on. If
you are changing or displaying login IDs, the system displays two pages of login IDs
beginning with the ID you specified; if you did not specify a login ID when you issued the
command, the display begins with the first login ID. The list command lists all login IDs
and may run to 63 pages.

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Guide to ACD Call Centers 555-233-503
DEFINITY ACD call center forms
Call Center System Parameters

4-12

Call Center System Parameters
Call Center System Parameters are listed on pages 8 and 9 of the Feature-Related System
Parameters form. For a complete discussion of the Feature-Related System Parameters
form, see the DEFINITY ECS Administrator’s Guide, 555-233-506.

Administration commands
Use the following administration commands to administer the BCMS/VuStats Login ID
form.

Action

Object

Qualifier

change

system-parameters

features

display

system-parameters

features

Form instructions

change system-parameters features

Page 8 of 10

FEATURE-RELATED SYSTEM PARAMETERS
CALL CENTER SYSTEM PARAMETERS
EAS
Expert Agent Selection (EAS) Enabled?
Minimum Agent-LoginID Password Length:
Direct Agent Announcement Extension:
Message Waiting Lamp Indicates Status For:

y
_
_____
station

Delay: ___

VECTORING
Converse First Data Delay:
Converse Signaling Tone (msec):
Prompting Timeout (secs):
Interflow-qpos EWT Threshold:
Reverse Star/Pound Digit For Collect Step?
SERVICE OBSERVING
Service Observing Warning Tone? y
ASAI
Call Classification After Answer Supervision? n

Screen 4-5.

0
100
10
2
n

Second Data Delay: 2
Pause (msec): 70_

or Conference Tone? n

Send UCID to ASAI? n

Feature-Related System Parameters form (page 8 of 10)

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July 2001

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Guide to ACD Call Centers 555-233-503
DEFINITY ACD call center forms
Call Center System Parameters

4-13

change system-parameters features

Page 9 of 10

FEATURE-RELATED SYSTEM PARAMETERS
CALL CENTER SYSTEM PARAMETERS
AGENT AND CALL SELECTION
MIA Across Splits or Skills?
ACW Agents Considered Idle?
Call Selection Measurement:
Service Level Supervisor Call Selection Override?
Auto Reserve Agents:

_
_
___________________
_
____________

REASON CODES
Aux Work Reason Code Type: ____
Logout Reason Code Type: ____
CALL MANAGEMENT SYSTEM
Adjunct CMS Release: ____
ACD Login Identification Length: _
BCMS/VuStats Measurement Interval: ____
BCMS/VuStats Abandon Call Timer (seconds): ____
Validate BCMS/VuStats Login IDs? _
Clear VuStats Shift Data: ________

Screen 4-6.

Feature-Related System Parameters form (page 9 of 10)
Make assignments as required for the following fields on the form:

Page 8 of the form
EAS parameters (Category A only)
Expert Agent Selection (EAS) Enabled — Only displays if Expert
Agent Selection (EAS) on the System-Parameters Customer-Options form
is y. Enter y to enable Expert Agent Selection. To enable this field, either no ACD
or vectoring hunt groups may exist or, existing ACD or vectoring hunt groups
must be skilled. Default is n.
Minimum Agent-LoginID Password Length — Only displays if Expert
Agent Selection (EAS) on the System-Parameters Customer-Options form
is y. Enter the minimum number of digits that must be administered as an EAS
Agent’s LoginID password. Valid entries are 0 through 9 or blank. Entering a 0 or
blank indicates no password is required. Default is blank.
Direct Agent Announcement Extension — Only displays if Expert
Agent Selection (EAS) or ASAI on the System-Parameters
Customer-Options form is y. Enter a valid announcement extension (consistent
with the dial plan).
Delay — Only displays if Expert Agent Selection (EAS) or ASAI on
the System-Parameters Customer-Options form is y. Enter the number of seconds
(0 to 99) the caller will hear ringback before the Direct Agent Announcement is
heard by the calling party.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY ACD call center forms
Call Center System Parameters

Issue 4
July 2001
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Message Waiting Lamp Indicates Status For — Only displays if Expert
Agent Selection (EAS) on the System-Parameters Customer-Options form
is y. If Expert Agent Selection (EAS) Enabled is y, you can enter
either station or loginID, otherwise you can only enter station.

Vectoring parameters
Converse First Data Delay/Second Data Delay (Category A only) —
Only displays if Vectoring (Basic) on the System-Parameters
Customer-Options form is y. The First Data Delay prevents data from
being outpulsed (as a result of a converse vector step) from the system to a voice
response unit (VRU) before the unit is ready. The delay commences when the
VRU port answers the call. Enter the number of seconds (0 to 9) for the delay.
Default is 0. The Second Data Delay is used when two groups of digits are
being outpulsed (as a result of a converse vector step) from the system to the VRU.
The Second Data Delay prevents the second set from being outpulsed before
the VRU is ready. The delay commences when the first group of digits has been
outpulsed. Enter the number of seconds (0 to 9) for the delay. Default is 2.
Converse Signaling Tone/Pause (Category A only) — Only displays if
Vectoring (Basic) and DTMF on the System-Parameters Customer-Options
form are y. In the Signaling Tone field, enter the length in milliseconds of the
digit tone for digits being passed to a voice response unit (VRU). In the Pause
field, enter the length in milliseconds of the delay between digits being passed.
The optimum timers for the VRU are a 100 msec tone and 70 msec pause.
Values entered in the Tone/Pause fields are rounded up or down depending
upon the type of circuit pack used to outpulse the digits.
TN742B or later suffix analog board — Tone and pause round up or
down to the nearest 25 msecs. For example a 130 msec tone rounds down
to 125 msecs, a 70 msec pause rounds up to 75 msec for a total of 200
msecs per tone.
TN464F, TN767E or later suffix DS1 boards — Tone and pause
round up to the nearest 20 msecs. For example a 130 msec tone rounds up
to 140 msecs, a 70 msec pause rounds up to 80 msecs for a total of 220
msecs per tone.
If a circuit pack has been used for end-to-end signalling to the VRU, and has then
been used to send digits to a different destination, the VRU timers may stay in
effect. To reset your timers to the system default, pull and reseat the circuit pack.
Prompting Timeout (secs) — Only displays if Vectoring
(Prompting) on the System-Parameters Customer-Options form is y. Enter the
number of seconds, from 4 to 10 (default), before the Collect Digits command
times out for callers using rotary dialing.
Interflow-qpos EWT Threshold (Category A only) — Part of enhanced
Look-Ahead Interflow. Any calls predicted to be answered before this threshold
will not be interflowed (therefore saving CPU resources). Enter the number of
seconds for this threshold. The default is 2 seconds.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY ACD call center forms
Call Center System Parameters

Issue 4
July 2001
4-15

Reverse Star/Pound Digit For Collect Step? — Effective with DEFINITY
R8.2 and newer releases. Setting this field to y reverses the normal handling of the
asterisk (*) and pound (#) digits by the collect vector command. With the
Reverse Star/Pound Digit for Collect Step set to y, the asterisk
(*) digit is interpreted as a caller end-of-dialing indicator and the pound (#) digit is
interpreted to clear all digits that were previously entered for the current collect
vector step.
Any use of the asterisk (*) or pound (#) digits in the converse and adjunct-route
vector commands is not changed by this field.

Service Observing parameters
Service Observing: Warning Tone — Service Observing (Basic)
on the System-Parameters Customer-Options form must be y before this field may
be administered. Enter y to assign a warning tone to be given to telephone users
and calling parties whenever their calls are being monitored using the Service
Observing feature. Default is n.
NOTE:
The use of Service Observing features may be subject to federal, state, or
local laws, rules or regulations or require the consent of one or both of the
parties to the conversation. Customers should familiarize themselves and
comply with all applicable laws, rules, and regulations before using these
features.
Service Observing: or Conference Tone — Service Observing
(Basic) on the System-Parameters Customer-Options form must be y before
this field may be administered. Enter y to assign a warning tone to be given to the
caller and the agent when a call that is being service observed is conferenced with
another extension. Default is n.

ASAI parameters (Category A only)
Call Classification After Answer Supervision? — For use with ASAI
Outbound Call Management (OCM). Enter y to force the DEFINITY to rely on the
network to provide answer/busy/drop classification to the DEFINITY. After the
call has been answered, a call classifier can be added to perform answering
machine, modem and voice answering detection. Enter n for standard operation.
Send UCID to ASAI? — Enter y to enables transmission of Universal Call ID
(UCID) information to ASAI. Enter n (default) to prevent transmission of UCID
information to ASAI.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY ACD call center forms
Call Center System Parameters

Issue 4
July 2001
4-16

Page 9 of the form
Agent and Call Selection parameters
MIA Across Splits or Skills? — Enter y to remove an agent from the MIA
queue for all the splits/skills that the agent is available in when the agent answers a
call from any of his or her splits/skills. The default is n.
ACW Agents Considered Idle? — Enter y (default) to have agents who are in
After Call Work included in the Most-Idle Agent queue. Enter n to exclude ACW
agents from the queue.
Call Selection Measurement (Category A only) — Valid entries are
current-wait-time (default) and predicted-wait-time. This field determines
how the DEFINITY ECS selects a call for an agent when the agent becomes
available and there are calls in queue. Current Wait Time selects the oldest call
waiting for any of the agent’s skills. Predicted Wait Time is a feature of the
CentreVu Advocate software. For more information, see the CentreVu Advocate
User Guide, 585-215-953.
Service Level Supervisor Call Selection Override? (Category A only)
— Enter y (default) to enable an agent to receive a lower priority call from a skill
in an over threshold state before receiving an higher priority call from a skill not in
an over threshold state.
Auto Reserve Agents: (Category A only) — Enter all so that an agent will
be intentionally left idle in a skill if her work time in the skill has exceeded her
target allocation for the skill. Enter secondary-only to activate this feature only
for the agent’s nonprimary skills (skill levels 2 through 16). Auto Reserve Agents
is a feature of the CentreVu Advocate Release 9 software. For more information,
see the CentreVu Advocate User Guide, 585-215-953.

Reason Codes parameters (Category A only)
Aux Work Reason Code Type — Enter none if you do not want an agent to
enter a Reason Code when entering AUX work. Enter requested if you want an
agent to enter a Reason Code when entering AUX mode but do not want to force
the agent to do so. Enter forced to force an agent to enter a Reason Code when
entering AUX mode. To enter requested or forced, the Reason Codes and
EAS on the System-Parameters Customer-Option form must be y.
Logout Reason Code Type — Enter none if you do not want an agent to enter
a Reason Code when logging out. Enter requested if you want an agent to enter a
Reason Code when logging out but do not want to force the agent to do so. Enter
forced to force an agent to enter a Reason Code when logging out. Enter forced
to force an agent to enter a Reason Code when entering AUX mode. To enter
requested or forced, the Reason Codes and EAS on the System-Parameters
Customer-Option form must be y.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY ACD call center forms
Call Center System Parameters

Issue 4
July 2001
4-17

Call Management System Parameters (Category A only)
Adjunct CMS Release — Specifies the release of the CMS adjunct used with
the system. For CMS, this field cannot be blank. Default is blank.
ACD Login Identification Length — Enter the number of digits (0 through 9)
for an ACD Agent Login ID if Expert Agent Selection (EAS) on the
System-Parameters Customer-Options form is n. Default is 0. If BCMS/VuStats
Login IDs is y, the ACD Login ID length must be greater than 0. This field
identifies an ACD agent to CMS. The number you enter in this field must equal the
number of characters in the agent’s login ID. For CMS, this field cannot be 0.
BCMS/VuStats Measurement Interval — You can enter half-hour or hour
(default) for polling and reporting measurement data if the BCMS (Basic)
and/or the VuStats on the System-Parameters Customer-Options form is y. If
neither of these features is optioned, and if you enter a value in the BCMS
Measurement Interval field, the system displays the following error
message:
cannot be used; assign either BCMS or VuStats first
If you receive this message, see your Avaya representative to turn on BCMS
(Basic) and/or VuStats on the System-Parameters Customer-Options form.
There are a maximum of 25 time slots available for measurement intervals. If
hour is specified, an entire day of traffic information will be available for history
reports; otherwise, only half a day will be available. This does not affect daily
summaries as they always reflect traffic information for the entire day. The interval
may be changed at any time, but will not go into effect until the current interval
completes.
BCMS/VuStats Abandon Call Timer (seconds) — Enter none or 1–10 to
specify the number of seconds for calls to be considered abandoned. Calls with
talk time that is less than this number (and that are not held) are tracked by BCMS
and displayed by VuStats as ABAND calls.
Validate BCMS/VuStats Login IDs — Enter n to allow entry of any ACD
login of the proper length. Enter y to allow entry only of login-IDs that have been
entered on the BCMS Login-ID form.
Clear VuStats Shift Data — Enter on-login to clear shift data for an agent
when the agent logs in. Enter at-midnight to clear shift data for all agents at
midnight.

Issue 4
July 2001

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY ACD call center forms
Call Vector

4-18

Call Vector
This form programs a series of commands that specify how to handle calls directed to a
Vector Directory Number (VDN). For additional information, refer to the Call
Vectoring/EAS Guide for your switch.

Administration commands
Use the following commands to administer the Call Vector form.

Action

Object

Qualifier1

change2

vector

1-MAX

display

vector

1-MAX [’print’ or ’schedule’]

list

vector

1-MAX [‘count’ 1-MAX] [’print’ or ’schedule’]

1.
2.

Brackets [ ] indicate the qualifier is optional. Single quotes (‘ ’) indicate the text inside
the quote must be entered exactly as shown or an abbreviated form of the word may
be entered. MAX is the maximum number available in your system configuration.
Do not change a call vector while it is processing a call. It is recommended to add a
new vector with the Call Vector form, and then use the Vector Directory Number form
to point an existing VDN to the new vector.

Form instructions

change vector 37

page 1 of 3
CALL VECTOR

Number:
Multimedia?
Basic?
Prompting?
01
02
03
04
05
06
07
08
09
10
11

37
Name:
n
Attendant Vectoring?
y
EAS? y G3V4 Enhanced?
y LAI? y G3V4 Adv Route:

____________
____________
____________
____________
____________
____________
____________
____________
____________
____________
____________

Screen 4-7.

Call Vector form (Page 1 of X)

Reroute using NCR Feature
n
Lock? n
y ANI/II-Digits? y ASAI Routing? y
y
CINFO? n
BSR? y Holidays? n

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Guide to ACD Call Centers 555-233-503
DEFINITY ACD call center forms
Call Vector

4-19

Page 2 of 3
CALL VECTOR
12
13
14
15
16
17
18
19
20
21
22

____________
____________
____________
____________
____________
____________
____________
____________
____________
____________
____________

Screen 4-8.

Call Vector Form (Page 2 of X)

Page 3 of 3
CALL VECTOR
23
24
25
26
27
28
29
30
31
32

____________
____________
____________
____________
____________
____________
____________
____________
____________
____________

Screen 4-9.

Call Vector Form (Page 3 of X)
Make assignments as required for the following fields on the form:
Number — Display-only field when the form is accessed using a change or
display administration command. Enter a vector number when completing a
paper form.
Name — Enter up to 27 alphanumeric characters to represent the vector name.
This is an optional field. Default is blank.
Multimedia (Category A only) — Indicates whether the vector should receive
early answer treatment for multimedia calls. This only applies if Multimedia Call
Handling is enabled. If you expect this vector to receive multimedia calls, set this
field to y. Valid values are y or n (default). If this value is y, the call is considered
to be answered at the start of vector processing, and billing for the call starts at that
time.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY ACD call center forms
Call Vector

Issue 4
July 2001
4-20

Attendant Vectoring — Appears only when Attendant Vectoring is optioned.
Valid entries are y and n (default). The Attendant Vectoring field defaults to n and
changes are allowed to the field. If Basic Vectoring and Vector Prompting are both
set to n, then the Attendant Vectoring field defaults to y and no changes are
allowed to the field.
To associate VDNs and vectors for attendant vectoring, a field has been added to
both the VDN and the call vectoring forms to indicate attendant vectoring. When
attendant vectoring is indicated for VDNs and vectors, all call center-associated
fields (such as Skills and BSR) are removed.
Lock—This field controls access to the vector from the CentreVu CMS or
CentreVu Visual Vectors. Valid entries are y and n(default). Enter n to give
CentreVu CMS and CentreVu Visual Vectors users the ability to administer this
vector from these client programs. Enter y if you do not want this vector to be
accessible to these client programs. Locked vectors can only be displayed and
administered through the SAT or a terminal emulator.
NOTE:
Always lock vectors that contain secure information (for example, access
codes).
Basic — Display-only field. Indicates whether the Vectoring (Basic)
option is enabled on the System-Parameters Customer-Options form. Valid values
are y or n.
EAS (Category A only) — Display-only field. Indicates whether the Expert
Agent Selection (EAS) option is enabled on the System-Parameters
Customer-Options form. Valid values are y or n.
NOTE:
When Expert Agent Selection (EAS) is enabled, the help messages and error
messages associated with this form will reflect a terminology change from
“Split” to “Skill”. In addition, the vector commands entered also will be
affected by this terminology change (for example, check backup split
becomes check backup skill when EAS is enabled).
G3V4 Enhanced (Category A only) — Display-only field. Indicates whether
you can use G3V4 Enhanced Vector Routing commands and features.
ANI/II-Digits (Category A only) — Display-only field. Indicates whether you
can use ANI and II-Digits Vector Routing Commands. ANI/II-Digits Routing
requires that G3V4 Enhanced be set to y.
ASAI Routing (Category A only) — Display-only field. Indicates whether or
not the CallVisor Adjunct/Switch Applications Interface
(ASAI) Routing option is enabled on the System-Parameters
Customer-Options form. Valid values are y or n.
Prompting — Display-only field. Indicates whether the Vectoring
(Prompting) option is enabled on the System-Parameters Customer-Options
form. Valid values are y or n.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

Issue 4
July 2001

DEFINITY ACD call center forms
Call Vector

4-21

LAI (Category A only) — Display-only field. Indicates whether Look-Ahead
Interflow is enabled.
G3V4 Adv Route (Category A only) — Display-only field. Indicates whether
you can use the G3V4 Advanced Vector Routing commands.
CINFO (Category A only) — Display-only field. Indicates whether the
Vectoring (CINFO) option is enabled on the System-Parameters
Customer-Options form. Valid values are y or n.
BSR (Category A only) — A y in this display-only field indicates that the
Vectoring (Best Service Routing) option is enabled on the System-Parameters
Customer-Options form. Thus, you can use BSR commands and command
elements in your vectors. An n indicates that the BSR option is not enabled.
Holidays — Display-only field. The value of y appears if Holiday Vectoring is
set to y on the system Parameters Customer Options form.
01 through 32 — Enter vector commands as required (up to the maximum
allowed in your configuration). Valid entries are adjunct, announcement,
busy, check, collect, consider, converse-on, disconnect, goto,
messaging, que-to, reply-best, route-to, stop, wait-time. Default is blank.

Issue 4
July 2001

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY ACD call center forms
Holiday Table

4-22

Holiday Table
This form is used to establish the days/times for which Holiday Vectoring will apply. It is
available to you only if Holiday Vectoring is set to y on the Customer Options form.
For more information on Holiday Vectoring, refer to the DEFINITY ECS Call
Vectoring/EAS Guide, 555-230-521.

Administration commands
You can use the commands listed in the table below to administer Holiday Tables.

Action

Object

Qualifier

add

holiday-table

1 through 10, or next

change

holiday-table

1 through 10, or next

display

holiday-table

1 through 10, or next

remove

holiday-table

1 through 10, or next

list

holiday-table

none - all Holiday Tables will display

Form instructions

change holiday-table 1

Page 1 of 1
HOLIDAY TABLE

Number: 1

Name: Bank Holidays

______START_______
Month Day Hour Min
12
24
01
01 00
00

________END________
Month Day Hour Min
12
31
01
01 10
00

Screen 4-10.

Description
Christmas
New Year’s Day

Holiday Table form

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

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Holiday Table

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Start — Enter the Month (1 through 12), the Day (optional, 1 through 31), Hour
(optional, 00 through 23), and the Min (minute) (optional, 00 through 59) on which
vector processing for this holiday should begin.
See the Implementation notes for entering dates section below for additional
information.
End — Enter the Month (1 through 12), the Day (optional, 1 through 31), Hour
(optional, 00 through 23), and the Min (minute) (optional, 00 through 59) on which
vector processing for this holiday should end.
See the Implementation notes for entering dates section below for additional
information.
Description — Enter a description of the holiday defined on this line. Default is
blank.

Implementation notes for entering dates
NOTE:
When using a range of dates, the end date must be greater than the start date. Ranges
must be within one calendar year. In the example above, two entries were made —
one for each calendar year.
The Holiday Table Form can be used for entering individual holiday or for holiday ranges.
The following rules apply to entering dates on this form:
If a day is entered, the corresponding month must be entered.
If a month is entered, the corresponding day must be entered.
If an hour is entered, the corresponding minute must be entered.
If a minute is entered, the corresponding hour must be entered.
If an hour/minute is entered, the corresponding month/day must be entered.
If a month/day is entered, the corresponding hour/minute is not required.
If an end month/day is entered, the corresponding start month/day must be entered.
If a start month/day is entered, the corresponding end month/day is not required.
To enter an individual holiday, enter a start month/day, but do not enter an end
month/day.
To enter a holiday range, enter both a start month/day and an end month/day.
The start m/d/h/m must be less than or equal to the end m/d/h/m.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY ACD call center forms
Holiday Table

Issue 4
July 2001
4-24

Implementation notes
Consider the following when administering a holiday table:
There is no validation that verifies the consistency among the 15 holidays in any
table. If the same holiday is entered twice, the system stops checking with the first
entry found.
With holidays that are ranges of dates, the ranges could overlap. When a call is in
vector processing, the holidays are checked from top to bottom on the table and the
check stops if a match is found. Even though there might be multiple entries that
would match, the check stops at the first match.
There is a validation that the day of the month that is entered is valid with the
given month. Specifically, if the month is April, June, September, or November,
then the date must be 1 - 30. If the month is January, March, May, July, August,
October, or December, then the date can be 1 - 31. If the month is February, then a
range of 1 - 29 is allowed.
NOTE:
The year is not checked in holiday vector processing. This allows the same
holidays to be used year-to-year when the holiday is on a fixed date. For
holidays where the date changes from year-to-year, the holiday tables must
be readministered.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

Issue 4
July 2001

DEFINITY ACD call center forms
Hunt Group

4-25

Hunt Group
The ACD software directs a high volume of calls to hunt groups that are designed as ACD
splits. Each ACD split is created to receive calls for one or more services, such as
Business Travel or Billing. The services that are defined are based on the needs of the
people who are calling the call center.
The Hunt Group form is used to define how the DEFINITY sends calls to extensions in
ACD and non-ACD environments.
One Hunt Group form needs to be completed for each split/skill.
For a full discussion of all of the fields on the Hunt Group form, refer to the DEFINITY
ECS Administrator’s Guide, 555-233-506.

Administration commands
You can use the commands listed in the table below to administer the Hunt Group form.

Action

Object

Qualifier

add

hunt-group

1-99 (si/csi), 1-999 (r), or next

change

hunt-group

1-99 (si/csi), 1-999 (r), or next

display

hunt-group

1-99 (si/csi), 1-999 (r), or next

remove

hunt-group

1-99 (si/csi), 1-999 (r), or next

list

hunt-group

1-99 (si/csi), 1-999 (r), or none (all hunt groups display)

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Guide to ACD Call Centers 555-233-503
DEFINITY ACD call center forms
Hunt Group

4-26

Form instructions
Below are examples of the Hunt Group form pages. Refer to the DEFINITY ECS
Administrator’s Guide, 555-233-506 for a description of each field on the forms.
change hunt-group xxx

Page 1 of X
HUNT GROUP

Group Number: ___
ACD?
Group Name: __________________________ Queue?
Group Extension: ____
Vector?
Group Type:
Coverage Path: ____
TN:
Night Service Destination: _____
MM Early Answer?
COR:
Security Code: ____
ISDN Caller Disp: ________
Queue Length: ___
Calls Warning Threshold: ___
Time Warning Threshold: ___

Screen 4-11.

Port:
Port:

Extension: ____
Extension: ____

Hunt Group form (page 1 of x)

change hunt group xxx

Page 2 of X
HUNT GROUP

Skill?___
AAS?____
Measured:____
Supervisor Extension:____

Expected Call Handling Time sec):___
Acceptable Service Level (sec):___
Service Objective (sec):___
Service Level Supervisor?___

Controlling Adjunct:____
Dynamic Percentage Adjustment?___
Service Level Target:___
Dynamic Queue Position?___
Redirect on No Answer (rings):___
Redirect to VDN:___
Forced Entry of Stroke Counts or Call Work Codes?___

Screen 4-12.

Hunt Group form (page 2 of x)

Issue 4
July 2001

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY ACD call center forms
Hunt Group

4-27

change hunt group xxx

Page 3 of X
HUNT GROUP

Message Center:___

LWC Reception:______
AUDIX Name:______
Messaging Server Name:______
First Announcement Extension:___
Second Announcement Extension:___

Screen 4-13.

Delay (sec):___
Delay (sec):___ Recurring?_

Hunt Group form (page 3 of x)

change hunt group xxx

Page 4 of X
HUNT GROUP

Group Number:___
Group Extension:_____
Group Type:____
Voice Mail Number:_____
Administered Members (min/max):____
Total Administered Members:____
GROUP MEMBER ASSIGNMENTS
Ext
Name
Ext
Name
1: _____ _________________
14: _____ _________________
2: _____ _________________
15: _____ _________________
3: _____ _________________
16: _____ _________________
4: _____ _________________
17: _____ _________________
5: _____ _________________
18: _____ _________________
6: _____ _________________
19: _____ _________________
7: _____ _________________
20: _____ _________________
8: _____ _________________
21: _____ _________________
9: _____ _________________
22: _____ _________________
10: _____ _________________
23: _____ _________________
11: _____ _________________
24: _____ _________________
12: _____ _________________
25: _____ _________________
13: _____ _________________
26: _____ _________________
At End of Member List

Screen 4-14.

Hunt Group form (page 4 of x)

NOTE:
Hunt Group for page 4 and the following pages are used to assign agent extensions
to the split hunt group. If the group is a skill (Skill field on page 2 is set to y), these
pages do not appear.

Issue 4
July 2001

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY ACD call center forms
Reason Code Names (Category A only)

4-28

Reason Code Names (Category A
only)
Use the Reason Code Names form to assign names to Reason Codes. You can assign a
different name to each Reason Code for Aux Work and for Logout.

Administration commands
Use the following administration commands to access the Reason Code Names form.
Action

Object

display

reason-code-names

change

reason-code-names

Form instructions

REASON CODE NAMES
Aux Work
Reason
Reason
Reason
Reason
Reason
Reason
Reason
Reason
Reason

1:
2:
3:
4:
5:
6:
7:
8:
9:

Affect Agent Occupancy

__________
__________
__________
__________
__________
__________
__________
__________
__________

_
_
_
_
_
_
_
_
_

Default Reason Code: __________

__________

Screen 4-15.

Code
Code
Code
Code
Code
Code
Code
Code
Code

Logout

Reason Code Names form

Make assignments as required for the following fields on the form.
Aux Work — For each Reason Code enter the name to be associated with this
Reason Code when the agent uses this Reason Code to enter Aux Work mode.
Names can be up to ten characters long. Default is blank.
Logout — For each Reason Code enter the name to be associated with this
Reason Code when the agent uses this Reason Code to log out. Names can be up to
ten characters long. Default is blank.
Affect Agent Occupancy — For each Reason Code enter y (yes) or
n (no). Enter y to include the total AUX time in the agent work time and total
samples while in AUX work mode in the staffed any skill measurement. The
default is n.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY ACD call center forms
SIT Treatment for Call Classification (Category A only)

Issue 4
July 2001
4-29

SIT Treatment for Call Classification
(Category A only)
This form is used to provide the capability of specifying the treatment of Special
Information Tones (SITs) used for Outbound Call Management type calls with USA tone
characteristics. The TN744 Call Classifier circuit pack ports are used to detect SITs. The
TN744 is capable of detecting the following six SITs:
SIT Ineffective Other
SIT Intercept
SIT No Circuit
SIT Reorder
SIT Vacant Code
SIT Unknown
AMD Treatment

Administration commands
Use the following administration commands to administer the SIT Treatment For Call
Classification form. In some cases, just the most commonly used commands are shown.
Refer to DEFINITY ECS Administrator’s Guide, 555-233-506, for a complete listing of all
administration commands, the command structure, and the use of abbreviated command
words when entering a command.
.

Action

Object

Qualifier1

change

sit-treatment

—

display

sit-treatment

[’print’ or ’schedule’]

Brackets [ ] indicate the qualifier is optional. Single quotes (‘ ’) indicate
the text inside the quote must be entered exactly as shown or an
abbreviated form of the word can be entered.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY ACD call center forms
SIT Treatment for Call Classification (Category A only)

Issue 4
July 2001
4-30

Form instructions

SIT TREATMENT FOR CALL CLASSIFICATION
SIT Ineffective Other: dropped
SIT Intercept: answered
SIT No Circuit: dropped
SIT Reorder: dropped
SIT Vacant Code: dropped
SIT Unknown: dropped
AMD Treatment: dropped
Pause Duration (seconds): 0.5
Talk Duration (seconds): 2.0

Screen 4-16.

SIT Treatment For Call Classification form

Make assignments as required for the following fields on the form:
In the field following each type of SIT, enter answered to specify that the call is
classified as answered, and is therefore sent to an agent; or enter dropped to specify that
the call is classified as not answered, and is therefore not sent to an agent.
SIT Ineffective Other — Sample announcement following this SIT — “You
are not required to dial a “1” when calling this number.” Valid entries are
answered and dropped. Default is dropped.
SIT Intercept — Sample announcement following this SIT — “XXX-XXXX
has been changed to YYY-YYYY, please make a note of it.” Valid entries are
answered and dropped. Default is answered.
SIT No Circuit — Sample announcement following this SIT — “All circuits are
busy, please try to call again later.” Valid entries are answered and dropped.
Default is dropped.
SIT Reorder — Sample announcement following this SIT — “Your call did not
go through, please hang up and dial again.” Valid entries are answered and
dropped. Default is dropped.
SIT Vacant Code — Sample announcement following this SIT — “Your call
cannot be completed as dialed, please check the number and dial again.” Valid
entries are answered and dropped. Default is dropped.
SIT Unknown — A situation or condition that is unknown to the network is
encountered. Valid entries are answered and dropped. Default is dropped.
AMD (Answering Machine Detected) — An ASAI adjunct can request AMD
for a DEFINITY -classified call. If Answering Machine is detected, one of two
treatments is specified. Valid entries are dropped and answered. Default is
dropped.
AMD Treatment has two separately administrable subfields. Talk Duration is for
full seconds and Pause Duration is for fractions of a second, separated by a
display-only decimal point. Talk Duration defaults to 2.0 seconds and allows a
range from 0.1 seconds to 5.0 seconds in increments of 0.1 seconds. Pause
duration defaults to 0.5 seconds and allows a range from 0.1 seconds to 2.0
seconds in increments of 0.1 seconds.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

Issue 4
July 2001

DEFINITY ACD call center forms
Vector Directory Number

4-31

Vector Directory Number
This form is used to define vector directory numbers (VDNs) for the Call Vectoring
feature. A VDN is an extension number used to access a call vector. Each VDN is mapped
to one call vector.
VDNs are software extension numbers (that is, not assigned to physical equipment). A
VDN is accessed via direct dial CO trunks mapped to the VDN (incoming destination or
night service extension), DID trunks, and LDN calls. The VDN may be Night Destination
for LDN.
For additional information, refer to the Call Vectoring/EAS Guide for your switch.

Administration commands
Use the following administration commands to administer the Vector Directory Number
form.

Action

Object

Qualifier1

add

vdn

xxxxx (extension number of VDN to be added) or ’next’

change

vdn

xxxxx (extension number of VDN to be changed)

display

vdn

xxxxx (extension number of VDN to be displayed) [’print’ or
’schedule’]

list

vdn

xxxxx (extension number of VDN to be listed) (‘count’ 1-MAX)
[’print’ or ’schedule’]

vdn

bsr xxx (number of a BSR application plan)

vdn

xxxxx (extension number of VDN to be removed)

remove
1.

Brackets [ ] indicate the qualifier is optional. Single quotes (‘ ’) indicate the text inside the quote
must be entered exactly as shown or an abbreviated form of the word can be entered. MAX is the
maximum number available in your system configuration. Refer to the DEFINITY ECS System
Description Pocket Reference.

Issue 4
July 2001

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY ACD call center forms
Vector Directory Number

4-32

Form instructions
When the Attendant Vectoring field is set to n, the VDN form appears like this:
change vdn xxxxx

page 1 of 2

VECTOR DIRECTORY NUMBER
Extension: 2001
Name: vdn 2001
Vector Number: 1
Attendant Vectoring?
Allow VDN Override?
COR:
TN:
Measured:
Acceptable Service Level (sec):
Service Objective (sec):

n
n
1
1
internal
____
20

VDN of Origin Annc. Extension:
1st Skill:
2nd Skill:
3rd Skill:

change vdn xxxxx

page 2 of 2

VECTOR DIRECTORY NUMBER
Audix Name:
Messaging Server Name:
Return Destination:
VDN Timed ACW Interval:
BSR Application:
BSR Available Agent Strategy: 1st-found
Observe on Agent Answer?: n

Screen 4-17.

Vector Directory Number (Attendant Vectoring set to n) form

Issue 4
July 2001

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY ACD call center forms
Vector Directory Number

4-33

When the Attendant Vectoring field is set to y, the VDN form appears like this
change vdn xxxxx

page 1 of 1
VECTOR DIRECTORY NUMBER
Extension:
Name:
Vector Number:
Attendant Vectoring?

2001
vdn 2001
1
y

COR: 1
TN: 1
Measured:

Screen 4-18.

Vector Directory Number (Attendant Vectoring set to y) form

VECTOR DIRECTORY NUMBERS

Name
Tech Support
Customer Serv.
New Orders
Denver
San Francisco
Chicago

Screen 4-19.

Ext
50000
50001
50002
50003
50004
50005

VDN
Ovrd
y
n
y
y
y
y

Vec
COR TN Num
59 1 234
1
1
1
23 1
5
23 1 123
39 1 123
12 1 123

Meas
none
none
none
int
ext
both

Orig
Annc
301
302
303
304
305
306

Event
Notif Skills
Adj 1st 2nd 3rd

Vector Directory Numbers list form

Make assignment as required for the following fields on the form:
Extension — Enter the extension associated with the VDN when completing a
paper form. The extension is a 1- to 5-digit number that starts with a valid first
digit and length as defined by the System’s dial plan. This is a display-only field
when using an administration command such as add or change to access the form.
Name — Enter up to a 27-character alphanumeric name that identifies the VDN.
This is an optional field that need not contain any data. The name may be truncated
on agents’ displays depending on the application. When information is forwarded
with an interflowed call, only the first 15 characters are sent. Default is blank.
Vector Number — Enter a 1- to 3-digit vector number that specifies a particular
call vector that is accessed through the VDN. Valid entries for the DEFINITY ECS
R8csi/si are 1-512 and for the DEFINITY ECS R8r are 1-999. Valid entries for
the DEFINITY ECS R7vs/csi/si are 1-256 and for the DEFINITY ECS R7r are
1-512. See the Capacities chapter for valid entries for switch release prior to
Release 9. Default is 1. The field cannot be blank.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

Issue 4
July 2001

DEFINITY ACD call center forms
Vector Directory Number

4-34

Attendant Vectoring — When Attendant Vectoring is optioned, a field on the
VDN form identifies if this is an Attendant Vectoring VDN. If this field is n, there
are no changes on the VDN form. If this field is y, the form appearance changes
(see below).
When removing a VDN, validation verifies that this VDN is not being used on
either the Console Parameters form or the Tenant Partitioning forms.
NOTE:
Attendant Vectoring is used in non-call center environments. See the
DEFINITY ECS Call Vectoring/EAS Guide, 555-230-521, for more
information.
Allow VDN Override? — Valid entries are y and n (default). This entry affects
the operation of an agent’s display and certain options/data assigned to the VDN
when a call is routed through several VDNs. If it is set to n, the name of this VDN
appears on the agent’s display and the VDN’s AUDIX mail is accessed. If any
subsequent VDNs are used to process this call, their names will not appear on the
terminating display and the AUDIX mail for the original VDN is accessed. If the
field is set to y, the name of the VDN appearing on the terminating display will
depend on the administration and chaining of the subsequent VDNs and the
AUDIX mail for the last VDN is accessed. Default is n.
For Expert Agent Selection (EAS) (Category A only), if this field is y on the
original VDN, the Skills of the new VDN will be used. If this field is n on the
original VDN, the Skills of the original VDN will be used.
For Best Service Routing (BSR) (Category A only), if this field is y on the original
VDN, the BSR Application and Available Agent Strategy of the new VDN will be
used. If this field is n on the original VDN, the BSR Application and Available
Agent Strategy of the original VDN will be used.
COR — Enter a 1- to 2-digit number that specifies the class of restriction (COR)
to be assigned the VDN. The default value is 1. The field cannot be blank and must
have an entry in the range from 0-95.
TN — Enter the Tenant Partition number. Valid entries are 1-20. The default value
is 1.
Measured — Used to collect measurement data for this VDN. Valid entries for
Category A only are internal, external, both, or none. Valid entries for
Category B are internal or none. Data may be collected for reporting by BCMS
or CMS. Default is none.
NOTE:
The BCMS feature must be enabled on the System-Parameters
Customer-Options form for the Measured field to be set to internal or
both. In addition, the appropriate CMS release must be administered on the
Feature-Related System Parameters form if the field is being changed to
external or both.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

Issue 4
July 2001

DEFINITY ACD call center forms
Vector Directory Number

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Service Objective (sec) (Category A only) — Displayed in one of two
cases:
— When the BCMS/VuStats Service Level option is enabled on the
System-Parameters Customer-Options form and the Measured field is
internal or both. Enter the number of seconds within which calls to this
VDN should be answered. This will allow BCMS to print out a percentage
of calls that were answered within the specified time. Valid entries are 0
through 9999 seconds. Default is blank.
— When the CentreVu Dynamic Advocate customer option is set on the
System-Parameters Customer-Options form. This field enables the
Dynamic Queue Position feature, which is new with CentreVu Advocate
Release 9. The new feature allows you to queue calls from multiple VDNs
to a single skill, while maintaining different service objectives for those
VDNs. Enter the service level, in seconds, that you want to achieve for the
VDN. Valid entries are 1 through 9999. The default value is 20.
VDN of Origin Annc. Extension (Category A only) — Only displayed if
VDN of Origin Announcements is enabled on the System-Parameters
Customer-Options form.
Enter the extension number of the VDN of Origin announcement. Default is blank.
1st/2nd/3rd Skill (Category A only) — Only displayed when Expert Agent
Selection is enabled on the System-Parameters Customer-Options form. Enter the
desired Skill numbers (or leave blank) in each field. Valid entries are 1-99, or
blank (default).
AUDIX Name (Category A only) — Only displayed for the DEFINITY ECS
R5r and newer configurations. If this VDN is associated with the AUDIX vector,
enter the name of the AUDIX machine as it appears in the Adjunct Names form.
Messaging Server Name (Category A only) — Only displayed for the
DEFINITY ECS R5r and newer configurations. If this VDN is associated with
MSA, enter the name of the server as it appears in the Adjunct names form.
Return Destination (Category A only) — The VDN extension number to
which an incoming trunk call will be routed if it returns to vector processing after
the agent drops the call. Valid entries are the VDN extension, or blank (default).
VDN Timed ACW Interval (Category A only) — When a value is entered in
this field, an agent in auto-in work mode who receives a call from this VDN is
automatically placed 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. This field
has priority over the Timed ACW Interval field on the Hunt Group form.
BSR Application (Category A only) — To use multi-site Best Service
Routing with this VDN, enter a 1- to 3-digit number to specify an application plan
for the VDN. This field only appears if Look-Ahead Interflow (LAI) and Vectoring
(Best Service Routing) are enabled on the System Parameters Customer-Options
form.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

Issue 4
July 2001

DEFINITY ACD call center forms
Vector Directory Number

4-36

BSR Available Agent Strategy (Category A only) — The available agent
strategy determines how Best Service Routing identifies the best split/skill to
service a call in an agent surplus situation. To use Best Service Routing with this
VDN, enter an agent selection strategy in this field. Acceptable entries are
1st-found, UCD-LOA, UCD-MIA, EAD-LOA, and EAD-MIA.
This field only appears if Vectoring (Best Service Routing) is enabled on the
System Parameters Customer-Options form.
Observe on Agent Answer? — Valid entries are y and n (default). This entry
allows for a service observer to start observing of a call to the VDN when the call
is delivered to the agent/station.

Implementation notes
AUDIX Name and Messaging Server Name are only displayed for the DEFINITY
ECS R5r and newer configurations.
The BCMS feature must have been optioned if the Measured field is set to
internal or both. In addition, the appropriate CMS release must be administered
on the Feature-Related System Parameters form if the field is being changed to
external or both.
The 1st/2nd/3rd Skill fields are only displayed when Expert Agent Selection is
enabled on the System-Parameters Customer-Options form.
The BCMS Acceptable Service Level (sec) field is only displayed if the BCMS
Acceptable Service Level option is enabled on the System-Parameters
Customer-Options form and the Measured field is internal or both.
Data for the Orig Annc column appears only when VDN of Origin Announcement
is enabled on the System-Parameters Customer-Options form.
To list all VDNs using the same BSR Application Plan, type the administration
command list VDN BSR xxx (xxx is the number of the BSR Application Plan
used by one or more VDNs).
To associate VDNs and vectors for attendant vectoring, a field has been added to
both the VDN and the Call Vectoring forms to indicate attendant vectoring. When
attendant vectoring is indicated for VDNs and vectors, all call center-associated
fields (such as Skills and BSR) are removed.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY ACD call center forms
Vector Routing Table (Category A only)

Issue 4
July 2001
4-37

Vector Routing Table (Category A
only)
This form is used to store ANI or Digits that you refer to in goto vector steps. It is
available to you only if the Vectoring (G3V4 Enhanced) field on the System-Parameters
Customer-Options form is set to y.
For more information, refer to ‘‘Call Vectoring’’ or to DEFINITY ECS Call Vectoring/EAS
Guide, 555-230-521.

Administration commands
You can use the commands listed in the table below to administer Vector Routing Tables.
In addition, you can use the List Usage command to see the vectors and digit fields used
by a Vector Routing Table.

Action

Object

Qualifier

add

vrt

1 through x, or next

change

vrt

1 through x, or next

display

vrt

1 through x, or next

remove

vrt

1 through x, or next

list

vrt

none - all Routing Tables will display

Issue 4
July 2001

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY ACD call center forms
Vector Routing Table (Category A only)

4-38

Form instructions

Page 1 of 3
VECTOR ROUTING TABLE
Number: ___

Name: _______________

Sort? n

1:________________
2:________________
3:________________
4:________________
5:________________
6:________________
7:________________
8:________________
9:________________
10:________________
11:________________
12:________________
13:________________
14:________________
15:________________
16:________________

Screen 4-20.

17:
18:
19:
20:
21:
22:
23:
24:
25:
26:
27:
28:
29:
30:
31:
32:

________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________

Vector Routing Table form (1 of 3)

Make assignment as required for the following fields on the form:
Number — This is the table number that you entered on the command line. It is a
display only field.
Name — Enter a 1 to 15-character alphanumeric table name. You may leave this
field blank. Default is blank.
Sort? — Enter y if you want the digit fields to be sorted. Default is n. If you elect
not to sort the numbers, they will remain in the order that you entered them. If you
elect to sort the number fields, they will be sorted as described below. Remember
that leading zeros are significant. That means that 02 will sort ahead of a 2
followed by a space.
— Any Plus signs (+) will sort first.
— Any question marks (?) will sort second.
— All numbers (0–9) will sort last.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY ACD call center forms
Vector Routing Table (Category A only)

Issue 4
July 2001
4-39

Number (1-32) — Enter a number. Default is blank. Entries in this field also can
include the + and/or ? wildcard. The + represents a group of digits. The ?
represents a single digit. The field is limited to 16 characters and these characters
are restricted as follows:
— You may enter only a plus sign (+), a question mark (?), or the numbers 0
through 9. No other entries are valid.
— You may enter one plus sign (+) as either the first or last character in the
number field. However, you cannot use this character as the sixteenth
character of the number field.
— You may use as many question marks (?) as you wish, anywhere in the
number field.
— You may not embed blanks in the number field.
— You may leave the field entirely blank. If you leave the field blank, the
DEFINITY ECS will store the entry as a null value.

Issue 4
July 2001

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY ACD call center forms
VuStats Display Format (Category A only)

4-40

VuStats Display Format (Category A
only)
Use the VuStats Display Format form to define the content and layout of information on
VuStats telephone displays. The system has 50 different display formats; the first display
is a predefined example format, which can be changed; displays 2 through 50 are blank.
Each display format can contain up to ten data items. However, the amount of data to be
displayed is limited to 40 characters, due to the physical limitations on display telephones.

Administration commands
Use the following administration commands to access the VuStats Display Format form.

Action

Object

Qualifier1

change

vustats-display-format

1-50

display

vustats-display-format

1-50

list

vustats-display-format

1-50 count ##

Specify a number from 1 to 50 to indicate the number of the display format to
be to changed or displayed. Count ## is the number of display formats to list.

Form instructions

Format Number: ___
Next Format Number: _____
Data Field Character: _
Number of Intervals:__

VUSTATS DISPLAY FORMAT
Object Type: _______________
Update Interval: ___________ On Change? _
Display Interval: ______________

Format Description: ________________________________________

1:
2:
3:
4:
5:
6:
7:
8:
9:
10:

Data Type
________________________________________
________________________________________
________________________________________
________________________________________
________________________________________
________________________________________
________________________________________
________________________________________
________________________________________
________________________________________

Screen 4-21.

Format
_______
_______
_______
_______
_______
_______
_______
_______
_______
_______

Period
Threshold Ref
________ __ ___
___
________ __ ___
___
________ __ ___
___
________ __ ___
___
________ __ ___
___
________ __ ___
___
________ __ ___
___
________ __ ___
___
________ __ ___
___
________ __ ___
___

VuStats Display Format blank change/display form

Issue 4
July 2001

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
DEFINITY ACD call center forms
VuStats Display Format (Category A only)

4-41

Screen 4-22 shows an example of a completed VuStats Display Format screen.

change display-format 11
Format Number:
Next Format Number:
Data Field Character:
Number of Intervals:

11
12
$
16

Page
VUSTATS DISPLAY FORMAT
Object Type: agent
Update Interval: 30

1 of

On Change? n

Format Description: SPLIT=$$ ASL=$$ ASA=$$ PSL=$$$

1:
2:
3:
4:
5:
6:
7:
8:
9:
10:

Data Type
split-number
split-acceptable-service-level
split-average-speed-of-answer
split-percent-in-service-level

Screen 4-22.

Format
s
s

Period

interval
interval

Threshold

Ref
1
1
1
1

VuStats Display Format example change/display form

Enter the data as required for the following fields on the form:
Format Number — The system generates a format number automatically when
it creates a VuStats display. You cannot change this number. You can create 50
different display formats. Format Number 1 is a predefined sample format that you
can modify. See “Attendant Console form” in this section for more information
Object Type — The type of object for which data will be displayed. Enter one of
the following values: agent (for staffed agents to view their own statistics),
agent-extension (for other users to view agent statistics), split/skill (default),
trunk-group, or vdn.
— Agent — Provides agents with their own statistics, or statistics about the
splits/skills they log into.
— Agent-extension — Provides supervisors with statistics about agents or
the splits/skills the agents log into. VuStats can automatically display
statistics for a specific agent (if you administer agent login ID or
BCMS/Vustats Login ID). Or, supervisors can enter the ID of any agent
they want to review.
— Split/Skill — Displays statistics about a specific split/skill. You must
administer the split/skill as Measured (internal or both) on the Hunt Group
form.
— Trunk-group — Displays statistics about a specific trunk group. You
must administer the trunk group as Measured (internal or both) on the
Trunk Group form.
— VDN — Displays statistics about a specific VDN. You must administer the
VDN as Measured (internal or both) on the Vector Directory Number form.

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Next Format Number — To link this display to another display, enter the
number of the display format (between 1-50) that should appear when a VuStats
user presses the next button, or enter none (default). In general, you only link
displays with the same object type.
Update Interval — The interval, in seconds, between display updates. Enter one
of the following values:

Valid Input

Description

no-update

The display is not updated, and appears only for the
interval specified in the Display Interval field

polled

Updates the display hourly or half-hourly, based on the
value in BCMS Measurement Interval
(System-Parameters Features form)

Updates every 10 seconds

Updates every 20 seconds

Updates every 30 seconds, default value

Updates every 1 minute

120

Updates every 2 minutes

On Change — Enter y to update the display whenever the agent’s state changes.
The update on agent state change is in addition to the update as a result of the value
entered in the Update Interval field. If n is entered, an update will only occur based
on the Update Interval and not on the agent state change.
Data Field Character — The character that will be used in the Format
Description field to identify the position and length of each data field (see the
Format Description field description below). The default is $. Enter another
character if the $ is needed for fixed text in the Format Description field. Any
character is valid except a space.
Display Interval — The interval, in seconds, for which data is displayed if no
update is entered in the Update Interval field. Enter one of the following values:
Valid Input

Description

Body
5

Display clears after 5 seconds

Display clears after 10 seconds, default value

Display clears after 15 seconds

Display clears after 30 seconds

not-cleared

The display does not clear, and the data appears until the
display is used for another operation or until you press the
Normal button.

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Number of Intervals — Specify the number of BCMS intervals used to collect
data when you have specified interval as the period for a historical Data Type.
You can enter a number between 1 and 25, or blank for current interval. The
default is blank. If you enter 24, and the BCMS measurement interval on the
Feature-Related System Parameters form is set to 1 hour, you will receive
information on the previous 24 hours. If the BCMS measurement interval is set to
half-hour, you will receive information on the previous 12 hours. You can also
leave this field blank. If you do, you will receive information on the current
interval.
Format Description — The definition of the layout for the 40-character
display. Specify the starting position and the length of the data items by entering,
for each data field, an optional label for the field followed the appropriate number
of data field characters (such as $s). Each $ represents one character in the display.
For example, if the data will be a maximum of five characters long (for example,
to display 5-digit agent extensions), enter $$$$$.
NOTE:
Some data types have preset maximum field length limits based on the
DEFINITY administration. For example, the data type
acceptable-service-level is taken from the BCMS Acceptable Service
Level field on the Hunt Group and Vector Directory Number forms; on this
form, the field allows a maximum number of four characters. Therefore, for
the acceptable-service-level, you should not create a VuStats display field
that consists of more than four characters (that is, $$$$). Other data types
have similar limits.
Field lengths for data items that appear as time must match the value in the Format
field, which is discussed below. Remember to account for possible colons when
the display will be in a time format.
Format descriptions can be all text (such as a message of the day) or they can be all
data fields, in which case users will have to memorize the labels or use
customer-provided overlays above or below the display.
NOTE:
If the numeric data for a field is too large for the number of data field
characters entered, the VuStats display will show asterisks instead of data. If
name database items are too large for the number of data field characters, the
VuStats display will truncate the data to fit the data field size. The split/skill
objective, as entered on the Hunt Group form, will display as asterisks if the
information exceeds the data field size.

If the data for a field is too large for the number of data field characters
entered, VuStats displays asterisks. If name database items are too large for
the number of data field characters, VuStats truncates the data. VuStats also
displays Split/Skill Objective (assigned on the Hunt Group form) as
asterisks if the information exceeds the data field size.

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Data Item Fields
On lines 1 through 10, beneath the Data Type field label enter data items for the display
format. These data items are associated with the sets of data field characters in the Format
Description field. Each data item is defined by one or more of the following fields: Data
Type, Format, Period, Threshold, and Reference. Input for these fields is described in
more detail below.
Enter each data item in the same order as data fields are defined in the Format Description
field. For example, Line 1 of the Data Type field must contain the data item for the first
data field (that is, the first set of $s).
Data Type — The data item to be included in the current display format. For a
complete list of data types available for each object type, see the ‘‘Required and
allowed fields — split data types’’, ‘‘Agent and agent-extension data types’’,
‘‘Split data types’’, ‘‘VDN data types’’, and ‘‘Trunk group data types’’ tables for a
description of data types associated with each object type. The default is blank.
Format — The format for displaying the data type. The format is required only
for a data type with a time value. Enter one of the following Format values.

Valid
Input

Description

Minimum
Input
Length

ccs

Hundred call seconds (CCS) rounded to the nearest CCS

Hours rounded to the nearest hour

h:mm

Hours and minutes rounded to the nearest minute

h:mm:ss

Hours, minutes, and seconds

Minutes rounded to the nearest minute

m:ss

Minutes and seconds

Seconds

Default is blank.
Period — Enter the amount of time to be used to collect the historical data for
display. If the data type is historical data, you cannot leave this field blank. Valid
entries are day (midnight to the current time), interval (the time specified in the
Number of Intervals field), or blank. Refer to ‘‘Tables of VuStats required and
allowed fields’’ to determine if a measurement period is required for a particular
Data Type. The default is blank.

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Threshold — The threshold field is always an optional field. It contains two
subfields, the threshold comparator and the threshold value. The threshold value is
used with the threshold comparator to determine if a threshold warning should be
generated. A threshold warning is generated if the specified condition is met for
one or more of the data items. If the specified condition is not met for any of the
data items, then no threshold warning is generated. The threshold value can be any
numeric value from 0 to 9999. Default is blank. Valid threshold comparators are:
— =

(equal to)

— <>

(not equal to)

— <

(less than)

— <=

(less than or equal to)

— >

(greater than)

— >=

(greater than or equal to)

Ref — A reference to a split/skill; this field does not appear unless the Object
Type is either agent or agent-extension. This field is required only if the data
type is an agent-related data type collected on a per-split/skill basis or a
split/skill-related data type for one of the agent’s logged-in splits/skills. Enter one
of the following values:
— Top references the first-administered, highest-level skill for EAS agents,
or the first split/skill logged into for non-EAS agents.
NOTE:
With EAS, the top skill for VuStats is the first administered, highest
level skill measured internally or both. For CMS it is the
first-administered, highest-level skill measured externally or both.
Therefore, it is possible for the top skill to be a different number skill
for CMS than it is for VuStats. To avoid this, measure all skills as
both.
— All displays the combined data for all splits/skills the agent is logged into.
— Any number from 1-20. The number represents a split/skill to which the
agent has logged in. For example, if the Ref field contains 1, VuStats
displays the data for the first split/skill the agent logged into, if the Ref
field contains 2, VuStats displays the data for the second split/skill the
agent logged into, and so on.

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List VuStats Display Format Screen
A second VuStats Display Format screen is available with the list command. The purpose
of this screen is to present the format of all, or a selected number, of VuStats displays. The
List VuStats Display Format screen displays the Format Number, Next Format Number,
Number of Intervals, Object Type, Update Interval, and Format Description fields, and all
designated data items, including the Data Type, Format, Threshold, and Ref (split/skill
reference).
Use this screen to compare VuStats displays to each other. This list presentation is most
helpful when trying to see how displays are linked to each other. The screen includes the
Next field, which contains the number of the next display (if any) to which a display is
linked.
Screen 4-23 shows an example of the List VuStats Display Format screen. The fields for
this screen are described below. Refer to the previous field descriptions in this section for
more information.
No — Number. The unique identifying number of each display format.
Next — The number of the next display if the current display is linked to
(followed by) another display format, or none if the current display format is not
linked to another display format.
Int — Number of Intervals. The number of measurement intervals.
Object Type — The type of object for which data will be displayed.
Update — Update Interval. The time between display updates.
Format Description — The definition of the display’s layout. The first line of
the Format Description contains the text that precedes the data on a display plus
the length of each data field (indicated by $s). The succeeding lines of the Format
Description identify the data items, in the order they are to appear. The data items
are the actual measurements and other information that tell how agents,
splits/skills, vector directory numbers (VDNs), trunk groups, and the call center
are performing. The data items are followed by the format (if any), which
identifies how the data is to appear in the display, the period and threshold (if any),
and the split/skill reference (if any).

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Page

VUSTATS DISPLAY FORMATS
Update
Format Description
30
SPLIT=$$ WAITING=$$$ OLDEST=$$$$$

No Next Int Object Type
1 none
split
split-number
calls-waiting
oldest-call-waiting
m:ss
2 none
agent-extension on-change AGENT=$$$$ STATE=$$$$$$$$$ TIME=$$$$$$$$
agent extension
agent state
1
time-agent-entered-state
1

press CANCEL to quit --

Screen 4-23.

press NEXT PAGE to continue

VuStats Display Formats list form

Tables of VuStats required and allowed fields
Table 4-1. Required and allowed fields — agent and agent-extension
data types
VuStats data type

Format

acd-calls

Period

Threshold

Reference

required

allowed

required

agent-extension
agent-name
agent-state

required

average-acd-call-time

required

allowed

average-acd-talk-time

required

allowed

average-extension-time

required

allowed

required

allowed

call-rate
current-reason-code

allowed

current-reason-code-name

allowed

required

elapsed-time-in-state
extension-calls

required

allowed

extension-incoming-calls

allowed

extension-outgoing-calls

allowed

shift-acd-calls

allowed

required

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Table 4-1. Required and allowed fields — agent and agent-extension
data types — Continued
VuStats data type

Format

Period

Threshold

shift-aux-time-1

required

allowed

shift-aux-time-2

required

allowed

shift-aux-time-3

required

allowed

shift-aux-time-4

required

allowed

shift-aux-time-5

required

allowed

shift-aux-time-6

required

allowed

shift-aux-time-7

required

allowed

shift-aux-time-8

required

allowed

shift-aux-time-9

required

allowed

shift-aux-time-all

required

allowed

shift-aux-time-default

required

allowed

shift-aux-time-non-default

required

allowed

shift-aux-time-reason-code

required

allowed

shift-average-acd-talk-time

required

allowed

skill-level
split-acceptable-service-level
split-acd-calls

Reference

required
required

required

required
required

allowed

required

split-after-call-sessions

allowed

required

split-agents-available

allowed

required

split-agents-in-after-call

allowed

required

split-agents-in-aux-1

allowed

required

split-agents-in-aux-2

allowed

required

split-agents-in-aux-3

allowed

required

split-agents-in-aux-4

allowed

required

split-agents-in-aux-5

allowed

required

split-agents-in-aux-6

allowed

required

split-agents-in-aux-7

allowed

required

split-agents-in-aux-8

allowed

required

split-agents-in-aux-9

allowed

required

split-agents-in-aux-all

allowed

required

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Table 4-1. Required and allowed fields — agent and agent-extension
data types — Continued
VuStats data type

Format

Period

Threshold

Reference

split-agents-in-aux-default

allowed

required

split-agents-in-aux-non-default

allowed

required

split-agents-in-other

allowed

required

split-agents-on-acd-calls

allowed

required

split-agents-on-extension-calls

allowed

required

split-agents-staffed

allowed

required

allowed

required

allowed

required

split-average-acd-talk-time

required

split-average-after-call-time

required

split-average-speed-of-answer

required

allowed

required

split-average-time-to-abandon

required

allowed

required

allowed

required

split-call-rate
split-calls-abandoned

required

allowed

required

split-calls-flowed-in

required

allowed

required

split-calls-flowed-out

required

allowed

required

allowed

required

split-calls-waiting
split-extension

required

split-name

required

split-number

required

split-objective

required

split-oldest-calling-waiting

required

split-percent-in-service-level

allowed

required

allowed

required

split-total-acd-talk-time

required

allowed

required

split-total-after-call-time

required

allowed

required

split-total-aux-time

required

allowed

required

time-agent-entered-state

required

total-acd-call-time

required

allowed

total-acd-talk-time

required

allowed

total-after-call-time

required

allowed

total-aux-time

required

allowed

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Table 4-1. Required and allowed fields — agent and agent-extension
data types — Continued
VuStats data type

Format

Period

Threshold

total-available-time

required

allowed

total-hold-time

required

allowed

total-staffed-time

required

allowed

Reference

Continued on next page
Table 4-2. Required and allowed fields — split data types
VuStats data type

Format

acceptable-service-level

required

acd-calls

Period

Threshold

required

allowed

after-call sessions

allowed

agents-available

allowed

agents-in-after-call

allowed

agents-in-aux-1

allowed

agents-in-aux-2

allowed

agents-in-aux-3

allowed

agents-in-aux-4

allowed

agents-in-aux-5

allowed

agents-in-aux-6

allowed

agents-in-aux-7

allowed

agents-in-aux-8

allowed

agents-in-aux-9

allowed

agents-in-aux-all

allowed

agents-in-aux-default

allowed

agents-in-aux-non-default

allowed

agents-in-other

allowed

agents-on-acd-calls

allowed

agents-on-extension-calls

allowed

agents-staffed

allowed

average-acd-talk-time

required

allowed

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Table 4-2. Required and allowed fields — split data types — Continued
VuStats data type

Format

Period

Threshold

average-after-call-time

required

average-speed-of-answer

required

allowed

average-time-to-abandon

required

allowed

call-rate

allowed

calls-abandoned

required

allowed

calls-flowed-in

required

allowed

calls-flowed-out

required

allowed

calls-waiting
oldest-calling-waiting

allowed
required

percent-in-service-level

allowed
required

allowed

split-extension
split-name
split-number
split-objective
total-acd-talk-time

required

allowed

total-after-call-time

required

allowed

total-aux-time

required

allowed

Continued on next page

Table 4-3. Required and allowed fields — VDN data types
VuStats data type

Format

acceptable-service-level

required

acd-calls

Period

Threshold

required

allowed

average-acd-talk-time

required

allowed

average-speed-of-answer

required

allowed

average-time-to-abandon

required

allowed

calls-abandoned

required

allowed

calls-flowed-out

required

allowed

calls-forced-busy-or-disc

required

allowed

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Table 4-3. Required and allowed fields — VDN data types
VuStats data type

Format

calls-offered

Period

Threshold

required

allowed

calls-waiting

allowed

non-acd-connected-calls
oldest-calling-waiting

required
required

percent-in-service-level
total-acd-talk-time

required

allowed
allowed

required

allowed

required

allowed

vdn-extension
vdn-name

Continued on next page

Table 4-4. Required and allowed fields — trunk group data types
VuStats data type

Format

Period

Threshold

average-incoming-call-time

required

allowed

average-outgoing-call-time

required

allowed

incoming-abandoned-calls

required

allowed

incoming-calls

required

allowed

required

allowed

outgoing-calls

required

allowed

outgoing-completed-calls

required

allowed

required

allowed

percent-all-trunks-busy

required

allowed

percent-trunks-maint-busy

required

allowed

incoming-usage

required

number-of-trunks

outgoing-usage

required

trunk-group-name
trunk-group-number
trunks-in-use
trunks-maint-busy

allowed
required

allowed

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Table 4-5 through Table 4-8 on page 4-65 describe the data types you can define for each
object type.
Table 4-5. Agent and agent-extension data types
BCMS report: field
name/column
heading

VuStats data type

Description

acd-calls

Split/skill calls and direct agent calls answered
by an agent

Split status/VDN
Status/Agent Report: ACD
CALLS

agent-extension

The extension for a specific agent; if either
BCMS/VuStats Login IDs or EAS is optioned,
then this shows the agent’s login ID.

Split Status: Login ID or
EXT

agent-name

The administered name for a specific agent.

Split Status/Agent
Report/Agent Summary
Report: Agent

agent-state

The agent’s current work state

Split Status: STATE

average-acd-call- time

The average of hold-time plus talk-time.

None

average-acd-talk- time

The average time a specific agent has spent
talking on completed ACD calls during a
specified time period for all internally-measured
splits/skills that the agent was logged into. This
does not include the time a call was ringing or
was on hold at an agent’s terminal.

Agent Report/Agent
Summary Report: AVG
TALK TIME

average-extension- time

The average amount of time an agent spent on
non-ACD calls while logged into at least one
split/skill during the reported interval. This
average does not include time when the agent
was holding the EXTN call.

Agent Report/Agent
Summary Report: AVG
EXTN TIME

call-rate

The current rate of ACD calls handled per agent
per hour for all split/skills.

None

current-reason-code

The number of the Reason Code associated with
the agent’s current AUX work mode, or with the
agent’s logout.

None

current-reason-code- name

The name of the Reason Code associated with
the agent’s current AUX work mode or with the
agent’s logout.

None

elapsed-time-in-state

The amount of time an agent has been in the
current state.

None

extension-calls

The number of incoming and outgoing non-ACD
calls that an agent completed while logged into at
least one split/skill.

Agent Report: EXTN
CALLS

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Table 4-5. Agent and agent-extension data types — Continued

VuStats data type

Description

BCMS report: field
name/column
heading

extension-incoming- calls

The number of non-ACD calls that an agent
receives while logged into at least one split/skill.

Split Report: EXT IN
CALLS

extension-outgoing- calls

The number of non-ACD calls that an agent
places while logged into at least one split/skill.

Split Report: EXT OUT
CALLS

shift-acd-calls

The number of ACD calls answered by an agent
during the administered period.

None

shift-aux-time-1

The amount of time an agent has spent in AUX
work mode for Reason Code 1 during the
administered period.

None

shift-aux-time-2

The amount of time an agent has spent in AUX
work mode for Reason Code 2 during the
administered period.

None

shift-aux-time-3

The amount of time an agent has spent in AUX
work mode for Reason Code 3 during the
administered period.

None

shift-aux-time-4

The amount of time an agent has spent in AUX
work mode for Reason Code 4 during the
administered period.

None

shift-aux-time-5

The amount of time an agent has spent in AUX
work mode for Reason Code 5 during the
administered period.

None

shift-aux-time-6

The amount of time an agent has spent in AUX
work mode for Reason Code 6 during the
administered period.

None

shift-aux-time-7

The amount of time an agent has spent in AUX
work mode for Reason Code 7 during the
administered period.

None

shift-aux-time-8

The amount of time an agent has spent in AUX
work mode for Reason Code 8 during the
administered period.

None

shift-aux-time-9

The amount of time an agent has spent in AUX
work mode for Reason Code 9 during the
administered period.

None

shift-aux-time-all

The amount of time an agent has spent in AUX
work mode for all Reason Codes during the
administered period.

None

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Table 4-5. Agent and agent-extension data types — Continued
BCMS report: field
name/column
heading

VuStats data type

Description

shift-aux-time-default

The amount of time an agent has spent in AUX
work mode for the default Reason Code (code 0)
during the administered period.

None

shift-aux-time-non- default

The amount of time an agent has spent in AUX
work mode for Reason Codes 1 through 9 during
the administered period.

None

shift-aux-time-reason-code

The amount of time an agent has spent in AUX
work mode for the agent’s current Reason Code
during the administered period.

None

shift-average-acdtalk-time

The average talk time for ACD calls for a
specific agent during the administered period.

None

skill-level

The skill level at which the skill was assigned to
the agent.

None

split-acceptableservice-level

The number of seconds within which calls must
be answered to be considered acceptable.
Identified on a per-hunt group basis. Timing
begins when the call enters the hunt group queue.

Split Status: Acceptable
Service Level

split-acd-calls

Split/skill calls and direct agent calls answered
by an agent.

System Status/Split
Report/Split Summary
Report: ACD CALLS

split-after-call- sessions

The number of times all agents have entered
After Call Work (ACW) for a specific split/skill.

None

split-agents-available

The number of agents currently available to
receive ACD calls for a specific split. This
includes agents in Auto-In or Manual-In work
mode.

Split Status: Avail

split-agents-in-after- call

For a specific split, the number of agents
currently in ACW.

Split Status: ACW

split-agents-in-aux-1

For a specific skill, the number of agents
currently in Aux work mode with Reason Code
1.

None

split-agents-in-aux-2

For a specific skill, the number of agents
currently in Aux work mode with Reason Code
2.

None

split-agents-in-aux-3

For a specific skill, the number of agents
currently in Aux work mode with Reason Code
3.

None

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Table 4-5. Agent and agent-extension data types — Continued
BCMS report: field
name/column
heading

VuStats data type

Description

split-agents-in-aux-4

For a specific skill, the number of agents
currently in Aux work mode with Reason Code
4.

None

split-agents-in-aux-5

For a specific skill, the number of agents
currently in Aux work mode with Reason Code
5.

None

split-agents-in-aux-6

For a specific skill, the number of agents
currently in Aux work mode with Reason Code
6.

None

split-agents-in-aux-7

For a specific skill, the number of agents
currently in Aux work mode with Reason Code
7.

None

split-agents-in-aux-8

For a specific skill, the number of agents
currently in Aux work mode with Reason Code
8.

None

split-agents-in-aux-9

For a specific skill, the number of agents
currently in Aux work mode with Reason Code
9.

None

split-agents-in-aux- all

For a specific split/skill, the total number of
agents currently in Aux work mode for all
Reason Codes.

Split Status: AUX

split-agents-in-aux- default

For a specific split/skill, the number of agents
currently in Aux work mode with the default
Reason Code (code 0).

None

split-agents-in-auxnon-default

For a specific skill, the number of agents
currently in Aux work mode with Reason Codes
1 through 9.

None

split-agents-in-other

The number of agents currently who: are on a
call for another split, are in ACW work mode for
another split, have a call on hold but are not in
another state, or have a call ringing at their
terminals, or are dialing a number while in
AI/MI.

Split Status: Other

split-agents-on-acd- calls

The number of agents currently on split/skill or
direct agent ACD calls for a specific split.

Split Status: ACD

split-agents-onextension-calls

The number of agents in a specific split who are
currently on non-ACD calls.

Split Status: Extn

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Table 4-5. Agent and agent-extension data types — Continued
BCMS report: field
name/column
heading

VuStats data type

Description

split-agents-staffed

The number of agents currently logged into a
split.

Split Status: Staffed

split-average-acdtalk-time

The average talk time for ACD calls during a
specific period/day for a specified split.

System Status/Split
Report/Split Summary
Report: AVG TALK
TIME

split-average-aftercall-time

The average time for call-related ACW
completed by agents for this split (the same as
average-after-call-time, but only available for
agent and agent-extension object types).
Call-related ACW time is recorded when an
agent leaves the ACW state. If an agent is in
call-related ACW when an interval completes, all
of the ACW time will be recorded for the interval
in which the agent leaves ACW.

System Status: AVG
AFTER CALL

split-average-speedof-answer

The average speed for answering split and direct
agent ACD calls that have completed for a
specified split/skill.

System Status/Split
Report/Split Summary
Report: AVG SPEED
ANS

split-average-time-toabandon

The average time calls waited in queue and
ringing before abandoning.

System Status/Split
Report/Split Summary
Report: AVG ABAND
TIME

split-call-rate

The current rate of ACD calls handled per agent
per hour for a specific split or skill.

None

split-calls- abandoned

The number of calls that abandoned from queue
(provided this is the first split/skill queued to) or
abandoned from ringing.

System Status/Split
Report/Split Summary
Report: ABAND CALLS

split-calls-flowed-in

The total number of calls for a specific split/skill
that were received as a coverage point
(intraflowed) from another internally-measured
split/skill, or were call-forwarded (interflowed)
to the split/skill.

Split Report/Split
Summary Report: FLOW
IN

split-calls-flowed-out

The total number of calls for a specific split/skill
that successfully extended to the split/skill’s
coverage point, were call-forwarded out, or were
answered via call pick-up.

Split Report/Split
Summary Report: FLOW
OUT

split-calls-waiting

The number of calls that have encountered a split
but have not been answered, abandoned, or
outflowed.

System Status: CALLS
WAIT

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Table 4-5. Agent and agent-extension data types — Continued

VuStats data type

Description

BCMS report: field
name/column
heading

split-extension

The administered extension for a split.

None

split-name

The administered name for a split/skill.

Split Report/Split Status:
Split Name System Status:
SPLIT

split-number

The administered number for a split/skill.

Split Report/Split Status:
Split Name System Status:
SPLIT

split-objective

The administered objective for a split/skill.

None

split-oldest-call- waiting

The time the oldest call has been waiting for a
specific split/skill.

System Status: OLDEST
CALL

split-percent-inservice-level

For a specific split/skill, the percentage of calls
answered within the administered service level
on the hunt group form.

System Status/Split
Report/Split Summary
Report: % WITHIN
SERVICE LEVEL

split-total-acd-talk- time

For a specified split/skill, the total time agents
spent talking on split/skill calls and direct agent
calls for this split.

None

split-total-after-call- time

The total time an agent spent in call-related
ACW for this split/skill and non-call-related
ACW for any split/skill during a specific time
period, excluding time spent on incoming or
outgoing extension calls while in ACW.

Split Report/Split
Summary Report: TOTAL
AFTER CALL

split-total-aux-time

The total time an agent spent in AUX mode for
this split/skill.

Split Report/Split
Summary Report: TOTAL
AUX/OTHER

total-acd-call-time

The total talk time plus the total hold time for
split/skill and Direct Agent ACD calls.

None

total-acd-talk-time

The total time agents spent talking on split/skill
calls and direct agent calls.

None

total-after-call-time

The total time an agent spent in call-related or
non-call-related ACW for any split during a
specific time period, excluding time spent on
incoming or outgoing extension calls while in
ACW. (With EAS, all non-call related ACW
time is associated with the first skill logged into.)

Agent Report/Agent
Summary Report: TOTAL
AFTER CALL

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Table 4-5. Agent and agent-extension data types — Continued
BCMS report: field
name/column
heading

VuStats data type

Description

total-aux-time

The total time an agent spent in AUX work for
all splits/skills (simultaneously) that the agent
was logged into. If an agent entered AUX in one
interval, but ended AUX in another, each of the
intervals will reflect the appropriate amount of
time spent in the interval (agent reports also
include OTHER time).

Agent Report/Agent
Summary Report: TOTAL
AUX/OTHER

total-available-time

The time an agent was available in at least one
split/skill.

Agent Report: TOTAL
AVAIL TIME

total-hold-time

The total amount of time ACD calls were on hold
at a specific agent’s phone. This time is the
“caller’s hold time” and is independent of the
agent’s state. This time does not include hold
time for non-ACD calls on hold.

Agent Report: TOTAL
HOLD TIME

total-staffed-time

The total amount of time an agent was logged
into one or more splits/skills during a specific
period/day. An agent is clocked for staff time as
long as he or she is logged into any split.

Agent Report: TOTAL
TIME STAFFED

Continued on next page
Table 4-6. Split data types
BCMS report: field
name/column
heading

VuStats data type

Description

acceptable-service-level

The number of seconds within which calls
must be answered to be considered acceptable.
Identified on a per-hunt group basis. Timing
begins when the call enters the hunt group
queue.

Split Status/Split Report:
Acceptable Service Level

acd-calls

Split calls and direct agent calls answered by
an agent

Split status/VDN
Status/Agent Report:
ACD CALLS

after-call sessions

The number of times all agents have entered
After Call Work (ACW).

None

agents-available

The number of agents currently available to
receive ACD calls. This includes agents in
Auto-In or Manual-In work mode.

Split Status: Avail

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Table 4-6. Split data types — Continued

VuStats data type

Description

BCMS report: field
name/column
heading

agents-in-after-call

The number of agents currently in ACW mode.

Split Status: ACW

agents-in-aux-1

The number of agents currently in Aux work
mode for Reason Code 1 for the referenced
skill.

None

agents-in-aux-2

The number of agents currently in Aux work
mode for Reason Code 2 for the referenced
skill.

None

agents-in-aux-3

The number of agents currently in Aux work
mode for Reason Code 3 for the referenced
skill.

None

agents-in-aux-4

The number of agents currently in Aux work
mode for Reason Code 4 for the referenced
skill.

None

agents-in-aux-5

The number of agents currently in Aux work
mode for Reason Code 5 for the referenced
skill.

None

agents-in-aux-6

The number of agents currently in Aux work
mode for Reason Code 6 for the referenced
skill.

None

agents-in-aux-7

The number of agents currently in Aux work
mode for Reason Code 7 for the referenced
skill.

None

agents-in-aux-8

The number of agents currently in Aux work
mode for Reason Code 8 for the referenced
skill.

None

agents-in-aux-9

The number of agents currently in Aux work
mode for Reason Code 9 for the referenced
skill.

None

agents-in-aux-all

The number of agents currently in Aux work
mode for all Reason Codes for the referenced
split/skill.

Split Status: AUX

agents-in-aux-default

The number of agents currently in Aux work
mode for the default Reason Code (code 0) for
the referenced split/skill.

None

agents-in-aux-non- default

The number of agents currently in Aux work
mode for Reason Codes 1 through 9 for the
referenced skill.

None

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Table 4-6. Split data types — Continued
BCMS report: field
name/column
heading

VuStats data type

Description

agents-in-other

The number of agents who currently: are on a
call for another split, are in ACW work mode
for another split, have a call on hold but are not
in another state, or have a call ringing at their
terminal, or are dialing a number from AI/MI
mode.

Split Status: Other

agents-on-acd-calls

The number of agents currently on split/skill or
direct agent ACD calls for a specific split.

Split Status: ACD

agents-on-extension- calls

The number of agents in a specific split who
are currently on non-ACD calls.

Split Status: Extn

agents-staffed

The number of agents currently logged into the
specified split.

Split Status: Staffed

average-acd-talk-time

The average talk time for ACD calls during a
specific period/day for a specified split.

System Status/Split
Report: AVG TALK
TIME

average-after-call- time

The average time for call-related ACW
completed by agents in this split. Call-related
ACW time is recorded when an agent leaves
the ACW state. If an agent is in call-related
ACW when an interval completes, all of the
ACW time will be recorded for the interval in
which the agent leaves ACW.

System Status: AVG
AFTER CALL

average-speed-of- answer

The average speed for answering split/skill and
direct agent ACD calls that have completed for
a specified split/skill during a specified time.
This includes queue time and ringing time for
this split.

System Status/Split
Report: AVG SPEED
ANS

average-time-to- abandon

The average time calls waited before
abandoning.

System Status/Split
Report: AVG ABAND
TIME

call-rate

The current rate of ACD calls handled per
agent per hour for all split/skills.

none

calls-abandoned

The number of calls that abandoned.

System Status/Split
Report: ABAND CALLS

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Table 4-6. Split data types — Continued
BCMS report: field
name/column
heading

VuStats data type

Description

calls-flowed-in

The total number of calls for a specific split
that were received as a coverage point
(intraflowed) from another
internally-measured split, or were
call-forwarded (interflowed) to the split. This
does not include calls that were interflowed
from a remote switch by the Look Ahead
Interflow feature.

Split Report/Split
Summary Report: FLOW
IN

calls-flowed-out

The number of calls the split extended to its
coverage point, calls that call-forward out or
are answered by call pickup, calls that queued
to this split as a primary split and were
answered or abandoned from ringing in
another split.

Split Report/Split
Summary Report: FLOW
OUT

calls-waiting

The number of calls that have encountered a
split/skill but have not been answered,
abandoned, or outflowed.

System Status: CALLS
WAIT

oldest-call-waiting

The time the oldest call has been waiting in the
split/skill. Timing begins when the call enters
the split/skill.

System Status: OLDEST
CALL

percent-in-service- level

The percentage of calls offered to the split that
were answered within the service level
administered on the hunt group form.

System Status/Split
Report/Split Summary
Report: % IN SERV
LEVL

split-extension

The administered extension for a split.

None

split-name

The administered name for a split.

Split Report/Split Status:
Split Name System
Status: SPLIT

split-number

The administered number for a split.

Split Report/Split Status:
Split Name System
Status: SPLIT

split-objective

The administered objective for a split.

None

total-acd-talk-time

The total time agents spent talking on
split/skill calls and direct agent calls for this
split.

None

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Table 4-6. Split data types — Continued

VuStats data type

Description

BCMS report: field
name/column
heading

total-after-call-time

The total time agents spent in call-related or
non-call-related ACW for any split during a
specific time period.

Split Report/Split
Summary Report:
TOTAL AFTER CALL

total-aux-time

The total time agents spent in AUX work mode
for all Reason Codes for the referenced
split/skill during the administered period.

Split Report/Split
Summary Report:
TOTAL AUX/OTHER

Continued on next page

Table 4-7. VDN data types
BCMS report: field
name/column
heading

VuStats data type

Description

acceptable-service- level

The number of seconds within which calls must
be answered to be considered acceptable.
Identified on a per-VDN basis. Timing begins
when the call enters the vector.

VDN Status/VDN Report:
Acceptable Service Level

acd-calls

Split calls and direct agent calls answered by an
agent

VDN Status: ACD
CALLS

average-acd-talk-time

The average talk time for ACD calls during a
specific period/day for a specified VDN.

VDN Status/Split Report:
AVG TALK HOLD

average-speed-of- answer

The average speed for answering ACD and
CONNect calls that have completed for a
specified VDN during a specified time. This
includes time in vector processing.

VDN Status/VDN
Report/VDN Summary
Report: AVG SPEED
ANS

average-time-to- abandon

The average time calls waited before abandoning.

VDN Status/VDN Report:
AVG ABAND TIME

calls-abandoned

The number of calls that abandoned.

VDN Status/VDN
Report/VDN Summary
Report: ABAND CALLS

calls-flowed-out

The total number of calls for a specific VDN that
successfully routed to another VDN or off the
switch.

VDN Status/VDN
Report/VDN Summary
Report: FLOW OUT

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Table 4-7. VDN data types — Continued
BCMS report: field
name/column
heading

VuStats data type

Description

calls-forced-busy-or- disc

The number of calls given forced busy or forced
disconnect.

VDN Status/VDN
Report/VDN Summary
Report: CALLS
BUSY/DISC

calls-offered

All calls offered to a VDN, including ACD calls,
connected calls, abandoned calls, busy calls (calls
that received a busy signal), disconnected calls
(calls disconnected by the switch), and outflow
calls (calls directed to another VDN or off-switch
destination).

VDN Status/VDN
Report/VDN Summary
Report: CALLS
OFFERED

calls-waiting

The number of calls that have encountered a
VDN, but have not been answered, abandoned, or
outflowed.

VDN Status: CALLS
WAIT

non-acd-connected-calls

The number of non-ACD calls routed from a
specific VDN that were connected to an
extension.

VDN Status/VDN
Report/VDN Summary
Report: CONN CALLS

oldest-calling-waiting

The time the oldest call has been waiting in the
VDN. Timing begins when the call enters the
vector.

VDN Status: OLDEST
CALL

percent-in-service- level

The percentage of calls offered to the VDN that
were answered within the service level
administered for the VDN.

VDN Status/VDN
Report/VDN Summary
Report: % IN SERV
LEVL

total-acd-talk-time

The total time agents spent talking on split/skill
calls and direct agent calls.

None

vdn-extension

The extension of a vector directory number
(VDN).

VDN Status/VDN Report:
VDN EXT

vdn-name

The name of a vector directory number (VDN).

VDN Status/VDN
Summary Report: VDN
NAME

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Table 4-8. Trunk group data types
BCMS report: field
name/column
heading

VuStats data type

Description

average-incomingcall-time

Average holding time for incoming trunk calls.

Trunk Group:
INCOMING TIME

average-outgoing-call-time

Average holding time for outgoing trunk calls.

Trunk Group:
OUTGOING TIME

incoming-abandoned-calls

Incoming calls abandoned during a specified
time period for a specified trunk group.

Trunk Group:
INCOMING ABAND

incoming-calls

Incoming calls carried by a specified trunk
group.

Trunk Group:
INCOMING CALLS

incoming-usage

The total trunk holding time for incoming calls in
hundred call seconds.

Trunk Group:
INCOMING CCS

number-of-trunks

The number of trunks in a specified trunk group.

Trunk Group: Number of
Trunks

outgoing-calls

The number of outgoing calls carried by a
specified trunk group.

Trunk Group:
OUTGOING CALLS

outgoing-completed- calls

The number of outgoing calls that received
answer supervision or answer timeout.

Trunk Group:
OUTGOING COMP

outgoing-usage

The total trunk holding time for outgoing calls in
hundred call seconds.

Trunk Group:
OUTGOING CCS

percent-all-trunks- busy

The percent of time all the trunks in a specified
trunk group were busy during a specified
period/day. Timing for a call begins when the
last trunk is seized.

Trunk Group: % ALL
BUSY

percent-trunks-maint-busy

The percent of time trunks were busied out for
maintenance during a specified period/day.

Trunk Group: % TIME
MAINT

trunk-group-name

The name administered for a specific trunk
group.

Trunk Group: Trunk
Group Name

trunk-group-number

The number administered for a specific trunk
group.

Trunk Group: Trunk
Group Number

trunks-in-use

The number of trunks currently in use (not idle).

None

trunks-maint-busy

The number of trunks currently busied out for
maintenance.

None

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Recorded announcements
Introduction

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A-1

Recorded announcements

Introduction
The Recorded Announcement feature provides an announcement to callers under a variety
of circumstances. For example, announcements let callers know that their call is in queue
or that the lines are busy.
This appendix gives you extended information about using the recorded announcement
feature of the DEFINITY. The sections included in this appendix are:

How to Administer Recorded Announcements

Recorded Announcement Types

When to Use Recorded Announcements

About Barge-in

Integrated Announcements and Announcements Recorded on External Devices

Procedures for Recorded Announcements

Recorded Announcements, the ACD, and other Call Center Features

Recorded Announcements and Automatic Wakeup

Refer to the “Managing announcements” and “Recorded announcements” chapters in the
DEFINITY ECS Administrator’s Guide, 555-233-506, for procedural instructions on
adding, recording, saving, copying, restoring, and deleting announcements.

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Administering recorded announcements

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Administering recorded
announcements
The following table lists the forms that you will use to administer announcements.
Table A-1. Required forms
Form

Field

Announcements/Audio Sources
(includes Integrated Announcement
Translations)

All

Feature Access Code (FAC)

Announcement Access Code

Station

COS

Data Modules (for Save/Restore/Copy)

All

Netcon Data Module
System Port Data Module (SAP)
Announcement Data Module

Circuit Packs1
Feature-Related System

All

Parameters2

DID/Tie/ISDN Intercept Treatment
Controlled Outward Restriction
Intercept Treatment
Controlled Termination restriction
(DoNot Disturb)
Controlled Station-to-Station
Restriction

Hospitality2

Announcement Type
Length of Time to Remain Connected
to Announcement

Trunk Groups (All)2
Coverage
Hunt

Path2

Group2

Incoming Destination
Coverage Points
First Announcement Extension
Second Announcement Extension

Call

1.
2.

Vector2

All fields that require announcements

You only need to complete the Circuit Pack form if you administer the Board Location
on the Announcements/Audio sources form or Data Module form and do not have the
circuit pack plugged in.
You only need to complete this form if you plan to use Recorded Announcements
with the form’s associated feature. For example, if you want to use announcements
with the Hospitality features, you need to complete the Hospitality form.

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Recorded announcements
Recorded announcement types

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A-3

Recorded announcement types
The DEFINITY supports several recorded announcement types. Each support
announcement type is described below.

Analog line types
If you are using an analog line, then it is required that you use an external announcement
machine for recorded announcements. The external announcement machine must be
connected by an analog line port.

Analog
The analog announcement type provides an analog voice terminal interface via an analog
line port for use with an announcement/audio source device that emulates analog voice
terminals. The DEFINITY starts playback by applying ringing; the device indicates
playback has stopped by going on-hook (opening the loop). The DEFINITY does not
indicate to the device to stop playback. Use the analog type for announcements that play
for a specific period and then go on-hook at the end. When the device goes on-hook to
indicate that the playback ended, the caller listening to the announcement hears a click.
(See ds1, aux-trk, or integrated types for alternative types).

Analog-fd
Like the analog type, analog-fd provides an analog line interface and ringing starts the
playback. However, a forward disconnect signal (open loop for about one-half second) is
sent to the device to stop playback when there are no callers left to hear it.

Analog-m
Like the analog type, analog-m provides an analog line interface. However, ringing is not
applied to start playback. Use this type for continuous playing music or audio sources. The
device stays in an off-hook state when active and goes on-hook when it is not playing, is
turned off, or is disconnected. This announcement type is used when the Q field is set to
b to provide barge-in repeating or continuous-play announcements.

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Recorded announcement types

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DS1 types
The DS1 types provide analog-like interfaces via DS1 line ports, which are called Line
Side DS1 or Line Side T1. Each of these types indicate to the announcement, music, or
audio-source device to start playback via the Line Side T1 equivalent of ringing. The DS1
types also expect off-hook from the device to indicate that the playback is active and
on-hook to indicate that the playback is not active.
The ds1-id and ds1-sa types provide a forward disconnect via transitions of the “A”
signaling bit to the device, which indicates when playback should be stopped. Callers
listening to announcements do not hear clicks when the device disconnects (goes
on-hook).

ds1-fd
The ds1-fd announcement type provides an EIA/TIA foreign-exchange (FX) type DS1
interface. The forward disconnect signal is a toggle of the “A” bit from 0 to 1 and then
back to 0 after 600 msecs. This type is used for Conversant Line Side T1 ports when they
are used as an analog-like announcement device and is the recommended method for
interfacing.

ds1-sa
The ds1-sa announcement type provides an EIA/TIA special-access type DS1 interface.
The forward disconnect signal is a toggle of the “A” bit from 1 to 0 and then back to 1
after 600 msecs.

ds1-ops
The ds1-ops announcement type provides an EIA/TIA off-premises-station type DS1
interface that is used when the device does not support forward disconnect.

Auxiliary trunk types
The Auxiliary Trunk announcement type supports an external announcement machine
connected via a 4-wire auxiliary trunk interface, such as a 15A announcement system. The
DEFINITY indicates to the device to start or stop the playback on the S lead; the device
indicates that the playback is active on the S1 lead.

aux-trunk
Use the aux-trunk (auxiliary trunk) announcement type with a 4-wire interface external
device when the playback is to be stopped and started by way of the S1 lead and S1 is used
by the device to indicate playback started.

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Recorded announcement types

A-5

aux-trk-m
Use the aux-trk-m (auxiliary trunk music) with a 4-wire interface device for continuously
playing music or audio sources that do not indicate that playback is active on the S1 lead.
This announcement type is used when the Q field is set to b to provide barge-in repeating
or continuous-play announcements

Integrated types
The integrated announcement type is stored internally on the DEFINITY on an Integrated
Announcement circuit pack (TN750 or TN2501AP). The TN750 circuit pack has 16 ports
and the TN2501AP circuit pack has 31 ports that are available for playing announcements.
This is the recommended source for VDN of Origin Announcements and other general
and ACD announcement needs.

integrated
Use the integrated announcement type for announcements that are stored on the switch in
TN750 or TN2501AP announcement circuit packs. This announcement type is
recommended for general, ACD, and vectoring announcements and for VDN of Origin
Announcements.

integ-rep
The integ-rep (integrated-repeating) announcement type is used to provide integrated,
repeating automatic wakeup announcements and is implemented along with the
multi-integ hospitality announcement type setting.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

Issue 4
July 2001

Recorded announcements
When to use recorded announcements

When to use recorded
announcements
The following list summarizes the most common instances of recorded announcement
use:

DID calls cannot be completed as dialed.

Incoming private-network access calls cannot be completed as dialed.

Calls enter a split or skill (first announcement).

DDC, UCD, or direct-agent calls have been in queue for an assigned interval.

ACD and Call Vectoring calls have been in queue for an assigned interval.

A call’s destination is a recorded-announcement extension.

A call routes to a vector that contains an announcement step.

An announcement extension is specified as a coverage point.

An announcement is the incoming destination of a trunk group.

VDN of Origin announcement.

Security violation notification.

The Hospitality Automatic Wakeup feature is in use.

A-6

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
Recorded announcements
About barge-in

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July 2001
A-7

About barge-in
Normally, the system connects multiple callers to the beginning of an announcement,
regardless of announcement type. However, you can also administer auxiliary trunk
announcements, DS1 announcements, and integrated announcement to allow callers to
begin listening to an announcement after the system has begun playing its message. This
capability is called “barge-in.”

What happens when you use barge-in
When you administer “barge-in” by setting the Q field to b, only one port plays the
announcement at any one time. When the system routes a call to that announcement, the
call immediately connects to the port and the caller hears the announcement as it is
playing. Most administrators administer barge-in announcements to repeat continually
while callers are connected to the port. In this way, the caller listens until the system plays
the entire announcement.

What happens When you do not use barge-in
If an announcement port is available when a call arrives, the system connects the call to
the announcement.
If an announcement port is not available and the announcement is administered with “no”
as the queue option, the call does not enter the queue for the announcement and the caller
hears busy or other feedback, depending upon how the announcement was accessed.
If an announcement port is not available and the announcement is administered with ‘yes”
as the queue option, the call enters the announcement queue. When a port becomes
available, the DEFINITY connects the calls waiting in the queue to the beginning of the
announcement. The system first connects the call that has been waiting in queue the
longest and then connects as many calls as it can.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
Recorded announcements
Integrated announcements and announcements recorded on external devices

Issue 4
July 2001
A-8

Integrated announcements and
announcements recorded on external
devices
Recorded Announcement allows you to administer either integrated announcements or
announcements recorded on external devices. The external devices connect to the switch
via analog line circuit packs or auxiliary trunk interfaces, such as a TN2183 or a TN763.
The system stores an integrated announcement on a TN750, TN750B, TN750C, or
TN2501AP integrated-announcement circuit pack. The system can store multiple
announcements on each circuit pack up to the system capacity. See the DEFINITY ECS
Administrator’s Guide, 555-233-506, for capacity information.
NOTE:
The TN750C is replaced with the TN2501AP effective with DEFINITY R9.5. A
mixture of TN750C and TN2501AP circuit packs is supported.
Each TN2501AP integrated-announcement circuit pack allows up to 1 hour of
uncompressed voice storage, has 31 playback ports (can play up to 31 simultaneous
announcements) and 1 dedicated port for telephone access to be used for recording and
playback. The TN2501AP is connected to the customer LAN to enable announcement file
transfers to take place by way of FTP from a computer. Announcements are RIFF wave
files that are recorded as CCITT u-law/a-law, 8kHz, 8-bit mono files using a utility such as
Microsoft’s Sound Recorder on a computer or using a DEFINITY telephone.
Each TN750 circuit pack has 16 ports and can play up to 16 simultaneous announcements.
The DEFINITY can connect multiple users to each of these announcements.
Any announcement stored on a a circuit pack can play through any port on the circuit
pack. Any announcement (not administered for barge-in) can play simultaneously through
multiple ports. For instance, all 31 ports on the TN2501AP can play the same
announcement at the same time.
You must set the Q field to y on the Announcements/Audio Sources form for each
extension that you want to queue for Integrated Announcements. Calls that hear integrated
announcements at extensions that have queue assigned only queue when all of the ports on
the circuit pack that contains the announcement are busy. The TN750 has 16 ports and the
TN2501AP has 31 ports. The same queueing pool is used over all boards. The DEFINITY
controls the announcement queue length for integrated announcements, but you must set
the queue length for analog or aux-trunk announcements.

Single integrated announcement boards
When your switch has one integrated announcement circuit pack, the circuit pack can be a
TN2501AP, TN750, a TN750B, or a TN750C.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

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July 2001

Recorded announcements
Integrated announcements and announcements recorded on external devices

A-9

TN750 and TN750B
You need to back up a TN750 or TN750B in the following situations:

Before someone removes a TN750 or TN750B from the switch

Before someone shuts down power to the switch.

In both situations, the system loses any announcements stored on the circuit pack.
Therefore, you need to backup announcements stored on the TN750 or TN750B circuit
packs to the Mass Storage System (MSS). When someone inserts or resets a circuit pack,
or when someone powers up the system, the DEFINITY checks the circuit pack for
announcements. If the system determines that there are no announcements on the circuit
pack, then it automatically restores the announcements from the MSS. Only one TN750
can be stored in MSS.

! CAUTION:
The announcements from MSS that are automatically restored are the last
announcement saved to MSS. If multiple circuit packs are used, MSS might not
contain the announcement for the B or A circuit pack.

TN2501AP and TN750C
The TN750C circuit pack has on-board FLASH memory backup, which substantially
reduces the time required for power-up restore and eliminates the need for a manual save
of the circuit pack contents.
The system retains announcements on the circuit packs, even when someone removes the
circuit pack or when the system loses power. Therefore, the TN2501AP and the TN750C
do not require the save and restore procedure. However, you can still use the save and
restore procedure to copy the contents of a TN750C to another circuit pack.
NOTE:
The contents of the TN2501AP cannot be saved to the MSS. To copy the contents of
the TN2501AP, use FTP to transfer the information to a computer for storage.

Multiple integrated announcement circuit packs
Multiple integrated announcement circuit packs can be installed in the DEFINITY si and r
packages. However, only one of these circuit packs can be a TN750 or a TN750B. Any
additional circuit packs must be TN2501AP or TN750C circuit packs. The DEFINITY
csi/si allows for up to 5 circuit packs. The DEFINITY r allows for up to 10 circuit packs.

! CAUTION:
Do not copy announcements from a TN750C to a TN750 or TN750B. This action
may corrupt the announcement data.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
Recorded announcements
Integrated announcements and announcements recorded on external devices

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July 2001
A-10

Compression rates
Two options are available with the TN2501AP circuit pack, a high-end offer and a
low-end offer. The offer is set by way of the VAL Full 1-Hour Capacity and the
Maximum VAL Boards fields on the Customer Options form. See the DEFINITY
What’s New for Release 9.5, 555-233-418, and the DEFINITY ECS Administrator’s Guide,
555-233-506, for details.
With the high-end TN2501AP circuit pack offer, up to 1 hour of uncompressed recorded
announcements can be stored on each circuit pack.
With the low-end TN2501AP circuit pack offer, up to 10 minutes of uncompressed
recorded announcements can be stored on each circuit pack. Compression is not supported
with the TN2501AP circuit pack.
The system stores integrated announcements on the TN750 at a compression rate of 32
Kbps. The system can store integrated announcements at one of three compression rates
on the TN750B and TN750C circuit packs. You administer the compression rate
separately for each announcement extension. In this way, the system can store
announcements with different compression rates on the same circuit pack. During
playback, the switch sets the port to the correct compression rate for the announcement
that is playing.

A 64-Kbps compression rate allows for 128 seconds of recorded announcement
per circuit pack.

A 32-Kbps compression rate allows for 256 seconds of recorded announcement
per circuit pack. This is the default compression rate.

A 16-Kbps compression rate allows for 512 seconds of recorded announcement
per circuit pack. The 16-Kbps rate does not provide a high-quality recording. It is
not recommended for customer announcements, but is adequate for VDN of Origin
announcements.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
Recorded announcements
Procedures for recorded announcements (TN2501AP)

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July 2001
A-11

Procedures for recorded
announcements (TN2501AP)
You can transfer to and from a computer or delete announcement files over the LAN for
the TN2501AP using the Voice Announcement over the LAN Manager software or using
an FTP client in conjunction with SAT commands. For information on performing this
type of transfer, see the VAL Manager, 555-233-223.
Announcements for the TN2501AP circuit pack can also be recorded using the procedures
discussed below. For additional information, see the DEFINITY What’s New for Release
9.5, 555-233-418, and the DEFINITY ECS Administrator’s Guide, 555-233-506.

Procedures for recorded
announcements (TN750,
TN750B, TN750C, and TN2501AP)
You can record, play back, or delete integrated announcements by initiating an
announcement session. To do this, you must have console permissions assigned to your
Class of Service (COS) for the internal station or Remote Access barrier code in order to
initiate an announcement session.
Announcement sessions always use port 0, which is also used for playing announcements,
on the TN750 circuit packs. Announcement sessions always use port 1, which is dedicated
for telephone access, on the TN2501AP circuit packs. With the TN2501AP circuit pack,
the port is only busy if another telephone access session is active.
To begin an announcement session, the user must dial the administered feature access
code (FAC) followed by the announcement extension. If an announcement session is
already in progress, or if a save or restore command is in progress, then the user hears
reorder tone (fast busy) and the system drops the call.
If the telephone session port is in use, then the user hears reorder tone followed by silence.
This indicates that the port will be reserved for an announcement session. The user should
redial the FAC and extension every 45 seconds to gain access to the port.
Once an end user accesses an announcement session, the user can dial 1 to record an
announcement, 2 to play an announcement, or 3 to delete an announcement. If the circuit
pack memory is more than 90% full, then the DEFINITY gives stutter dial tone when the
user gains access to an announcement session. Even if the user hears stutter tone, the user
should begin speaking to record the announcement.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
Recorded announcements
Procedures for recorded announcements (TN750, TN750B, TN750C, and

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A-12

Record the announcement
If the you dial 1, then the DEFINITY attempts to start a recording session. If an
announcement already exists and is protected (designated as protect = y), then you will
hear an intercept tone. If the announcement is currently being played to callers, then you
will hear the reorder tone. If the DEFINITY is starting the recording session, then you will
hear a record tone and can begin recording the announcement.

Stop recording the announcement
When the recording is complete, dial # from a hybrid or digital telephone or hang up from
an analog telephone. If you are using an analog telephone to record announcements, then
ending with a # puts the tone in the message. If you are using an analog telephone that is
not connected via lineside T1 (DS1 type), then the system records a click when you hang
up. With a hybrid or digital station, the # tones or a click will not be recorded. Ending the
recording with a # returns you to the dial tone, allowing a playback, delete, or record over
operation to be requested. After hanging up, you must redial the FAC plus announcement
extension to start a new recording session, then you can record another announcement for
this extension or rerecord the same announcement before 15 seconds by you must wait 15
seconds to record a different announcement. If the circuit pack memory becomes full
during recording, you will hear a reorder tone, the system will drop you, and the
announcement is not retained.

Play back the announcement
After you have completed a recording and hung up, do not immediately dial the extension.
The announcement just recorded remains busy for approximately 15 seconds. The
announcement just recorded can be played back by dialing the FAC plus the
announcement extension, the 2 before the 15 second timer expires.
Upon completion of the recording session (drop), the DEFINITY sets a 15-second timer.
During this interval, the system restricts you to one of two tasks: to listen to the
announcement just recorded or to record another announcement.
If you want to listen to the announcement before it is available to others, then dial the
FAC, the extension, and 2. The announcement plays and then generates dial tone. You can
then perform another operation, such as record a message.

Delete the announcement
If you dial the FAC, the extension, and then 3, then the DEFINITY deletes the
announcement and you hear a confirmation tone. If the announcement is protected or is
currently being played, then the system does not delete the announcement an you will hear
a reorder tone.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
Recorded announcements
Recorded announcements, the ACD, and other call center features

Issue 4
July 2001
A-13

Recorded announcements, the ACD,
and other call center features
Recorded announcements are used extensively for ACD, Call Vectoring, Call Prompting,
Expert Agent Selection, VDN of Origin Announcement, Direct Department Calling, and
UCD features. See the individual features for interaction details.

Recorded announcements and
automatic wakeup
Recorded announcements allow Automatic Wakeup to use the built-in TN750B or later
announcement circuit pack in place of the Audichron adjunct.
If you use an integrated, multiple integrated, or external type of announcement for
Automatic Wakeup, then you can also administer the announcement to repeat (with the
integ-rep announcement type) and to allow barge-in as a queue type. The benefit of
repeating announcements and barge-in queues is that you do not need to use a separate
port for each wakeup announcement. When guests go off-hook to receive an
announcement at a particular time, they use only one port and the message repeats on the
port until the last guest goes off-hook and the message ends.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
Recorded announcements
Recorded announcements and automatic wakeup

Issue 4
July 2001
A-14

Issue 4
July 2001

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
Administering VRUs/IVRs as station ports
Introduction

B-1

Administering VRUs/IVRs as station
ports

Introduction
When Voice Response Units (VRUs) or Interactive Voice Response Units (IVRs) are used
in a call center as station ports in a hunt group or in an ACD split/skill, either as a
non-vector controlled split or accessed via the converse, queue-to, or route-to command,
the station ports must be administered on the station form (see the DEFINITY ECS
Administrator’s Guide, 555-233-506) with the “type” required by the VRU/IVR ports. The
types for VRU/IVR ports supported by DEFINITY are:

Type
VRU/IVR
ports

Forward
disconnect
needed

C&D
tones1
support
needed

Station
type to
use

Description

analog “T&R”

2500

Standard station set interface2.

analog “T&R”

yes

VRU

Provides standard station set
interface2 with Connect tone and
Disconnect tone support via the
DEFINITY DTMF Feedback Signals
feature.

ops

OPS is a DS1 type that provides an
EIA/TIA off-premises station type
DS1 interface used where the device
does not require or support forward
disconnect.

no
lineside
DS1/DS0 or
lineside T1/E13

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DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
Administering VRUs/IVRs as station ports
Introduction

B-2

Type
VRU/IVR
ports

Forward
disconnect
needed

C&D
tones1
support
needed

Station
type to
use

lineside
DS1/DS0 or
lineside T1/E1

yes

ds1fd

ds1fd provides an EIA/TIA
foreign-exchange (FX) type DS1
interface. The forward disconnect
signal is a toggle of the “A” bit for 0
to 1 and then back to 0 after 600
msecs. This type is used for
Conversant Line Side T1/E1 ports
when used as an analog-like VRU
device and is the recommended
method for interfacing.

lineside
DS1/DS0 or
lineside T1/E1

yes

VRUFD

VRUFD is the same as ds1fd except
C&D tone support is provided. This
type of administration is not used for
Conversant.

lineside
DS1/DS0 or
lineside T1/E1

yes

ds1sa

ds1sa provides an EIA/TIA
special-access type DS1 interface.
The forward disconnect signal is a
toggle of the “A” bit from 1 to 0 and
then back to 1 after 600 msecs.

lineside
DS1/DS0 or
lineside T1/E1

yes

VRUSA

VRUSA is the same as ds1sa except
C&D tone support is provided.

1.
2.
3.

Description

C&D Tones support is provided via the DTMF Feedback Signals for VRU customer option which
must be active for the installation before these station types (VRU, VRUFD, or VRUSA) can be
assigned.
Uses Analog Line Circuit Packs, such as TN2135.
DS1 Circuit Packs (TN767E (or later) or TN464F (or later) must be equipped.

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503
Glossary and Abbreviations

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July 2001
GL-1

Glossary and Abbreviations
GL

Numerics
3B2 Message Server
A software application that combines voice and data messaging services for voice-terminal users whose
extensions are connected to a system.
800 service
A service in the United States that allows incoming calls from certain areas to an assigned number for a
flat-rate charge based on usage.

A
AA
Archangel. See angel.
AAC
ATM access concentrator
AAR
See Automatic Alternate Routing (AAR).
abandoned call
An incoming call in which the caller hangs up before the call is answered.
Abbreviated Dialing (AD)
A feature that allows callers to place calls by dialing just one or two digits.
AC
1. Alternating current.
2. See Administered Connection (AC).
AAR
Automatic Alternate Routing
ACA
See Automatic Circuit Assurance (ACA).
ACB
See Automatic Callback (ACB).
ACD
See Automatic Call Distribution (ACD).
ACD agent
See agent.
ACU
See Automatic calling unit (ACU)
ACW
See after-call work (ACW) mode.

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Guide to ACD Call Centers 555-233-503

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July 2001

Glossary and Abbreviations

GL-2
access code
A 1-, 2-, or 3-digit dial code used to activate or cancel a feature, or access an outgoing trunk.
access endpoint
Either a nonsignaling channel on a DS1 interface or a nonsignaling port on an analog tie-trunk circuit pack
that is assigned a unique extension.
access tie trunk
A trunk that connects a main communications system with a tandem communications system in an electronic
tandem network (ETN). An access tie trunk can also be used to connect a system or tandem to a serving office
or service node. Also called access trunk.
access trunk
See access tie trunk.
ACCUNET
A trademarked name for a family of digital services offered by AT&T in the United States.
ACD
See Automatic Call Distribution (ACD). ACD also refers to a work state in which an agent is on an ACD call.
ACD work mode
See work mode.
active-notification association
A link that is initiated by an adjunct, allowing it to receive event reports for a specific switch entity, such as an
outgoing call.
active-notification call
A call for which event reports are sent over an active-notification association (communication channel) to the
adjunct. Sometimes referred to as a monitored call.
active notification domain
VDN or ACD split extension for which event notification has been requested.
ACU
See Automatic calling unit (ACU).
AD
See Abbreviated Dialing (AD).
ADAP
AUDIX Data Acquisition Package
ADC
See analog-to-digital converter (ADC).
adjunct
A processor that does one or more tasks for another processor and that is optional in the configuration of the
other processor. See also application.
adjunct-control association
A relationship initiated by an application via Third Party Make Call, the Third Party Take Control, or Domain
(Station) Control capabilities to set up calls and control calls already in progress.
adjunct-controlled call
Call that can be controlled using an adjunct-control association. Call must have been originated via Third
Party Make Call or Domain (Station) Control capabilities or must have been taken control of via Third Party
Take Control or Domain (Station) Control capabilities.

DEFINITY Enterprise Communication Server Release 9.5
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July 2001

Glossary and Abbreviations

GL-3
adjunct-controlled split
An ACD split that is administered to be under adjunct control. Agents logged into such splits must do all
telephony work, ACD login/ logout, and changes of work mode through the adjunct (except for auto-available
adjunct-controlled splits, whose agents may not log in/out or change work mode).
adjunct-monitored call
An adjunct-controlled call, active-notification call, or call that provides event reporting over a domain-control
association.
Adjunct-Switch Application Interface (ASAI)
A recommendation for interfacing adjuncts and communications systems, based on the CCITT Q.932
specification for layer 3.
ADM
Asynchronous data module
administer
To access and change parameters associated with the services or features of a system.
Administered Connection (AC)
A feature that allows the switch to automatically establish and maintain end-to-end connections between
access endpoints (trunks) and/or data endpoints (data modules).
administration group
See capability group.
administration terminal
A terminal that is used to administer and maintain a system. See also terminal.
Administration Without Hardware (AWOH)
A feature that allows administration of ports without associated terminals or other hardware.
ADU
See asynchronous data unit (ADU).
Advocate
See CentreVu Advocate.
AE
See access endpoint.
after-call work (ACW) mode
A mode in which agents are unavailable to receive ACD calls. Agents enter the ACW mode to perform
ACD-related activities such as filling out a form after an ACD call.
AG
ASAI Gateway
agent
A person who receives calls directed to a split. A member of an ACD hunt group or ACD split. Also called an
ACD agent.
agent report
A report that provides historical traffic information for internally measured agents.
AIM
Asynchronous interface module
AIOD
Automatic Identification of Outward Dialing

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Guide to ACD Call Centers 555-233-503

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Glossary and Abbreviations

GL-4
ALBO
Automatic Line Build Out
All trunks busy (ATB)
The state in which no trunks are available for call handling.
ALM-ACK
Alarm acknowledge
American Standard Code for Information Interchange
See ASCII (American Standard Code for Information Interchange).
AMW
Automatic Message Waiting
AN
Analog
analog
The representation of information by continuously variable physical quantities such as amplitude, frequency,
and phase. See also digital.
analog data
Data that is transmitted over a digital facility in analog (PCM) form. The data must pass through a modem
either at both ends or at a modem pool at the distant end.
analog telephone
A telephone that receives acoustic voice signals and sends analog electrical signals along the telephone line.
Analog telephones are usually served by a single wire pair (tip and ring). The model-2500 telephone set is a
typical example of an analog telephone.
analog-to-digital converter (ADC)
A device that converts an analog signal to digital form. See also digital-to-analog converter (DAC).
angel
A microprocessor located on each port card in a processor port network (PPN). The angel uses the
control-channel message set (CCMS) to manage communications between the port card and the archangel on
the controlling switch-processing element (SPE). The angel also monitors the status of other microprocessors
on a port card and maintains error counters and thresholds.
ANI
See Automatic Number Identification (ANI).
ANSI
American National Standards Institute. A United States professional/technical association supporting a
variety of standards.
answerback code
A number used to respond to a page from a code-calling or loudspeaker-paging system, or to retrieve a parked
call.
AOL
Attendant-offered load
AP
Applications processor
APLT
Advanced Private-Line Termination

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

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July 2001

Glossary and Abbreviations

GL-5
appearance
A software process that is associated with an extension and whose purpose is to supervise a call. An extension
can have multiple appearances. Also called call appearance, line appearance, and occurrence. See also call
appearance.
application
An adjunct that requests and receives ASAI services or capabilities. One or more applications can reside on a
single adjunct. However, the switch cannot distinguish among several applications residing on the same
adjunct and treats the adjunct, and all resident applications, as a single application. The terms application and
adjunct are used interchangeably throughout this document.
applications processor
A micro-computer based, program controlled computer providing application services for the DEFINITY.
The processor is used with several user-controlled applications such as traffic analysis and electronic
documentation.
application service element
See capability group.
architecture
The organizational structure of a system, including hardware and software.
ARS
See Automatic Route Selection (ARS).
ASAI
See Adjunct-Switch Application Interface (ASAI)
ASCII (American Standard Code for Information Interchange)
The standard code for representing characters in digital form. Each character is represented by an 8-bit code
(including parity bit).
association
A communication channel between adjunct and switch for messaging purposes. An active association is one
that applies to an existing call on the switch or to an extension on the call.
asynchronous data transmission
A method of transmitting data in which each character is preceded by a start bit and followed by a stop bit,
thus permitting data characters to be transmitted at irregular intervals. This type transmission is advantageous
when transmission is not regular (characters typed at a keyboard). Also called asynchronous transmission.
See also synchronous data transmission.
asynchronous data unit (ADU)
A device that allows direct connection between RS-232C equipment and a digital switch.
asynchronous Transfer Mode (ATM)
A packet-like switching technology in which data is transmitted in fixed-size (53-byte) cells. ATM provides
high-speed access for data communication in LAN, campus, and WAN environments.
ATB
See All trunks busy (ATB).
ATD
See Attention dial (ATD).
attendant
A person at a console who provides personalized service for incoming callers and voice-services users by
performing switching and signaling operations. See also attendant console.

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Guide to ACD Call Centers 555-233-503

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Glossary and Abbreviations

GL-6
ATM
See asynchronous Transfer Mode (ATM).
attendant console
The workstation used by an attendant. The attendant console allows the attendant to originate a call, answer
an incoming call, transfer a call to another extension or trunk, put a call on hold, and remove a call from hold.
Attendants using the console can also manage and monitor some system operations. Also called console. See
also attendant.
Attention dial (ATD)
A command in the Hayes modem command set for asynchronous modems.
Audio Information Exchange (AUDIX)
A fully integrated voice-mail system. Can be used with a variety of communications systems to provide
call-history data, such as subscriber identification and reason for redirection.
AUDIX
See Audio Information Exchange (AUDIX).
auto-in trunk group
Trunk group for which the CO processes all of the digits for an incoming call. When a CO seizes a trunk from
an auto-in trunk group, the switch automatically connects the trunk to the destination — typically an ACD
split where, if no agents are available, the call goes into a queue in which callers are answered in the order in
which they arrive.
Auto-In Work mode
One of four agent work modes: the mode in which an agent is ready to process another call as soon as the
current call is completed.
Automatic Alternate Routing (AAR)
A feature that routes calls to other than the first-choice route when facilities are unavailable.***
Automatic Callback (ACB)
A feature that enables internal callers, upon reaching a busy extension, to have the system automatically
connect and ring both parties when the called party becomes available.
Automatic Call Distribution (ACD)
A feature that answers calls, and then, depending on administered instructions, delivers messages appropriate
for the caller and routes the call to an agent when one becomes available.
Automatic Call Distribution (ACD) split
A method of routing calls of a similar type among agents in a call center. Also, a group of extensions that are
staffed by agents trained to handle a certain type of incoming call.
Automatic calling unit (ACU)
A device that places a telephone call.
Automatic Circuit Assurance (ACA)
A feature that tracks calls of unusual duration to facilitate troubleshooting. A high number of very short calls
or a low number of very long calls may signify a faulty trunk.
Automatic Number Identification (ANI)
Representation of the calling number, for display or for further use to access information about the caller.
Available with Signaling System 7.
automatic restoration
A service that restores disrupted connections between access endpoints (nonsignaling trunks) and data
endpoints (devices that connect the switch to data terminal and/or communications equipment). Restoration is
done within seconds of a service disruption so that critical data applications can remain operational.

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Automatic Route Selection (ARS)
A feature that allows the system to automatically choose the least-cost way to send a toll call.
automatic trunk
A trunk that does not require addressing information because the destination is predetermined. A request for
service on the trunk, called a seizure, is sufficient to route the call. The normal destination of an automatic
trunk is the communications-system attendant group. Also called automatic incoming trunk and automatic tie
trunk.
AUX
Auxiliary
auxiliary equipment
Equipment used for optional system features, such as Loudspeaker Paging and Music-on-Hold.
auxiliary trunk
A trunk used to connect auxiliary equipment, such as radio-paging equipment, to a communications system.
Aux-Work mode
A work mode in which agents are unavailable to receive ACD calls. Agents enter Aux-Work mode when
involved in non-ACD activities such as taking a break, going to lunch, or placing an outgoing call.
AVD
Alternate voice/data
AWOH
See Administration Without Hardware (AWOH).
AWG
American Wire Gauge
AWT
Average work time

B
B8ZS
Bipolar Eight Zero Substitution.
bandwidth
The difference, expressed in hertz, between the defined highest and lowest frequencies in a range.
barrier code
A security code used with the Remote Access feature to prevent unauthorized access to the system.
baud
A unit of transmission rate equal to the number of signal events per second. See also bit rate and bits per
second (bps).
BCC
See Bearer capability class (BCC).
BCMS
Basic Call Management System
BCT
See business communications terminal (BCT).

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Bearer capability class (BCC)
Code that identifies the type of a call (for example, voice and different types of data). Determination of BCC
is based on the caller’s characteristics for non-ISDN endpoints and on the Bearer Capability and Low-Layer
Compatibility Information Elements of an ISDN endpoint. Current BCCs are 0 (voice-grade data and voice),
1 (DMI mode 1, 56 kbps data transmission), 2 (DMI mode 2, synchronous/asynchronous data transmission up
to 19.2 kbps) 3 (DMI mode 3, 64 kbps circuit/packet data transmission), 4 (DMI mode 0, 64 kbps
synchronous data), 5 (temporary signaling connection, and 6 (wideband call, 128–1984 kbps synchronous
data).
BER
Bit error rate
BHCC
Busy-hour call completions
bit (binary digit)
One unit of information in binary notation, having two possible values: 0 or 1.
bits per second (bps)
The number of binary units of information that are transmitted or received per second. See also baud and bit
rate.
bit rate
The speed at which bits are transmitted, usually expressed in bits per second. Also called data rate. See also
baud and bits per second (bps).
BLF
Busy Lamp Field
BN
Billing number
BOS
Bit-oriented signaling
BPN
Billed-party number
bps
See bits per second (bps).
bridge (bridging)
The appearance of a voice terminal’s extension at one or more other voice terminals.
BRI
The ISDN Basic Rate Interface specification.
bridged appearance
A call appearance on a voice terminal that matches a call appearance on another voice terminal for the
duration of a call.
BTU
British Thermal Unit
buffer
1. In hardware, a circuit or component that isolates one electrical circuit from another. Typically, a buffer
holds data from one circuit or process until another circuit or process is ready to accept the data.
2. In software, an area of memory that is used for temporary storage.

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bus
A multiconductor electrical path used to transfer information over a common connection from any of several
sources to any of several destinations.
business communications terminal (BCT)
A digital data terminal used for business applications. A BCT can function via a data module as a
special-purpose terminal for services provided by a processor or as a terminal for data entry and retrieval.
BX.25
A version of the CCITT X.25 protocol for data communications. BX.25 adds a fourth level to the standard
X.25 interface. This uppermost level combines levels 4, 5, and 6 of the ISO reference model.
bypass tie trunks
A 1-way, outgoing tie trunk from a tandem switch to a main switch in an ETN. Bypass tie trunks, provided in
limited quantities, are used as a last-choice route when all trunks to another tandem switch are busy. Bypass
tie trunks are used only if all applicable intertandem trunks are busy.
byte
A sequence of (usually eight) bits processed together.

C
CACR
Cancellation of Authorization Code Request
cabinet
Housing for racks, shelves, or carriers that hold electronic equipment.
cable
Physical connection between two pieces of equipment (for example, data terminal and modem) or between a
piece of equipment and a termination field.
cable connector
A jack (female) or plug (male) on the end of a cable. A cable connector connects wires on a cable to specific
leads on telephone or data equipment.
CAG
Coverage answer group
call appearance
1. For the attendant console, six buttons, labeled a–f, used to originate, receive, and hold calls. Two lights next
to the button show the status of the call appearance.
2. For the voice terminal, a button labeled with an extension and used to place outgoing calls, receive
incoming calls, or hold calls. Two lights next to the button show the status of the call appearance.
call-control capabilities
Capabilities (Third Party Selective Hold, Third Party Reconnect, Third Party Merge) that can be used in
either of the Third Party Call Control ASE (cluster) subsets (Call Control and Domain Control).
Call Detail Recording (CDR)
A feature that uses software and hardware to record call data (same as CDRU).
Call Detail Recording utility (CDRU)
Software that collects, stores, optionally filters, and outputs call-detail records.

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Call Management System (CMS)
An application, running on an adjunct processor, that collects information from an ACD unit. CMS enables
customers to monitor and manage telemarketing centers by generating reports on the status of agents, splits,
trunks, trunk groups, vectors, and VDNs, and enables customers to partially administer the ACD feature for a
communications system.
call-reference value (CRV)
An identifier present in ISDN messages that associates a related sequence of messages. In ASAI, CRVs
distinguish between associations.
call vector
A set of up to 15 vector commands to be performed for an incoming or internal call.
callback call
A call that automatically returns to a voice-terminal user who activated the Automatic Callback or Ringback
Queuing feature.
call-waiting ringback tone
A low-pitched tone identical to ringback tone except that the tone decreases in the last 0.2 seconds (in the
United States). Call-waiting ringback tone notifies the attendant that the Attendant Call Waiting feature is
activate and that the called party is aware of the waiting call. Tones in international countries may sound
different.
call work code
A number, up to 16 digits, entered by ACD agents to record the occurrence of customer-defined events (such
as account codes, social security numbers, or phone numbers) on ACD calls.
CAMA
Centralized Automatic Message Accounting
carrier
An enclosed shelf containing vertical slots that hold circuit packs.
carried load
The amount of traffic served by traffic-sensitive facilities during a given interval.
CARR-POW
Carrier Port and Power Unit for AC Powered Systems
CAS
Centralized Attendant Service or Call Accounting System
CCS or hundred call seconds
A unit of call traffic. Call traffic for a facility is scanned every 100 seconds. If the facility is busy, it is
assumed to have been busy for the entire scan interval. There are 3600 seconds per hour. The Roman numeral
for 100 is the capital letter C. The abbreviation for call seconds is CS. Therefore, 100 call seconds is
abbreviated CCS. If a facility is busy for an entire hour, then it is said to have been busy for 36 CCS. See also
Erlang.
capability
A request or indication of an operation. For example, Third Party Make Call is a request for setting up a call;
event report is an indication that an event has occurred.
capability group
Set of capabilities, determined by switch administration, that can be requested by an application. Capability
groups denote association types. For example, Call Control is a type of association that allows certain
functions (the ones in the capability group) to be performed over this type of association. Also referred to as
administration groups or application service elements (ASEs).

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CA-TSC
Call-Associated Temporary Signaling Connection
cause value
A value is returned in response to requests or in event reports when a denial or unexpected condition occurs.
ASAI cause values fall into two coding standards: Coding Standard 0 includes any cause values that are part
of AT&T and CCITT ISDN specifications; Coding standard 3 includes any other ASAI cause values. This
document uses a notation for cause value where the coding standard for the cause is given first, then a slash,
then the cause value. Example: CS0/100 is coding standard 0, cause value 100.
CBC
Call-by-call or coupled bonding conductor
CC
Country code
CCIS
Common-Channel Interoffice Signaling
CCITT
CCITT (Comitte Consultatif International Telephonique et Telegraphique), now called International
Telecommunications Union (ITU). See International Telecommunications Union (ITU).
CCMS
Control-Channel Message Set
CCS
See CCS or hundred call seconds.
CCSA
Common-Control Switching Arrangement
CDM
Channel-division multiplexing
CDOS
Customer-dialed and operator serviced
CDR
See Call Detail Recording (CDR).
CDRP
Call Detail Record Poller
CDRR
Call Detail Recording and Reporting
CDRU
See Call Detail Recording utility (CDRU).
CEM
Channel-expansion multiplexing
center-stage switch (CSS)
The central interface between the processor port network and expansion port networks in a CSS-connected
system.
central office (CO)
The location housing telephone switching equipment that provides local telephone service and access to toll
facilities for long-distance calling.

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central office (CO) codes
The first three digits of a 7-digit public-network telephone number in the United States.
central office (CO) trunk
A telecommunications channel that provides access from the system to the public network through the local
CO.
CentreVu Advocate
CentreVu Advocate is available on the DEFINITY ECS Release 6 and newer switch releases. CentreVu
Advocate is a collection of ECS features that provide flexibility in the way a call is selected for an agent in a
call surplus situation and in the way that an agent is selected for a call in an agent surplus situation. Advocate
also includes methods for automating staffing adjustments.
CEPT1
European Conference of Postal and Telecommunications Rate 1
channel
1. A circuit-switched call.
2. A communications path for transmitting voice and data.
3. In wideband, all of the time slots (contiguous or noncontiguous) necessary to support a call. Example: an
H0-channel uses six 64-kbps time slots.
4. A DS0 on a T1 or E1 facility not specifically associated with a logical circuit-switched call; analogous to a
single trunk.
channel negotiation
The process by which the channel offered in the Channel Identification Information Element (CIIE) in the
SETUP message is negotiated to be another channel acceptable to the switch that receives the SETUP
message and ultimately to the switch that sent the SETUP. Negotiation is attempted only if the CIIE is
encoded as Preferred. Channel negotiation is not attempted for wideband calls.
CI
Clock input
circuit
1. An arrangement of electrical elements through which electric current flows.
2. A channel or transmission path between two or more points.
circuit pack
A card on which electrical circuits are printed, and IC chips and electrical components are installed. A circuit
pack is installed in a switch carrier.
CISPR
International Special Committee on Radio Interference
Class of Restriction (COR)
A feature that allows up to 64 classes of call-origination and call-termination restrictions for voice terminals,
voice-terminal groups, data modules, and trunk groups. See also Class of Service (COS).
Class of Service (COS)
A feature that uses a number to specify if voice-terminal users can activate the Automatic Callback, Call
Forwarding All Calls, Data Privacy, or Priority Calling features. See also Class of Restriction (COR).
cm
Centimeter
CM
Connection Manager

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CMDR
Centralized Message Detail Recording
CMS
Call Management System
CO
See central office (CO).
common-control switching arrangement (CCSA)
A private telecommunications network using dedicated trunks and a shared switching center for
interconnecting company locations.
communications system
The software-controlled processor complex that interprets dialing pulses, tones, and keyboard characters and
makes the proper connections both within the system and external to the system. The communications system
itself consists of a digital computer, software, storage device, and carriers with special hardware to perform
the connections. A communications system provides voice and data communications services, including
access to public and private networks, for telephones and data terminals on a customer’s premises. See also
switch.
confirmation tone
A tone confirming that feature activation, deactivation, or cancellation has been accepted.
connectivity
The connection of disparate devices within a single system.
console
See attendant console.
contiguous
Adjacent DS0s within one T1 or E1 facility or adjacent TDM or fiber time slots. The first and last TDM bus,
DS0, or fiber time slots are not considered contiguous (no wraparound). For an E1 facility with a D-channel,
DS0s 15 and 17 are considered contiguous.
control cabinet
See control carrier.
control carrier
A carrier in a multicarrier cabinet that contains the SPE circuit packs and, unlike an R5r control carrier, port
circuit packs. Also called control cabinet in a single-carrier cabinet. See also switch-processing element
(SPE).
controlled station
A station that is monitored and controlled via a domain-control association.
COR
See Class of Restriction (COR).
COS
See Class of Service (COS).
coverage answer group
A group of up to eight voice terminals that ring simultaneously when a call is redirected to it by Call
Coverage. Any one of the group can answer the call.
coverage call
A call that is automatically redirected from the called party’s extension to an alternate answering position
when certain coverage criteria are met.

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coverage path
The order in which calls are redirected to alternate answering positions.
coverage point
An extension or attendant group, VDN, or ACD split designated as an alternate answering position in a
coverage path.
covering user
A person at a coverage point who answers a redirected call.
CP
Circuit pack
CPE
Customer-premises equipment
CPN
Called-party number
CPN/BN
Calling-party number/billing number
CPTR
Call-progress-tone receiver
CRC
Cyclical Redundancy Checking
critical-reliability system
A system that has the following duplicated items: control carriers, tone clocks, EI circuit packs, and cabling
between port networks and center-stage switch in a CSS-connected system. See also duplicated common
control, and duplication.
CSA
Canadian Safety Association
CSCC
Compact single-carrier cabinet
CSCN
Center-stage control network
CSD
Customer-service document
CSM
Centralized System Management
CSS
See center-stage switch (CSS).
CSSO
Customer Services Support Organization
CSU
Channel service unit
CTS
Clear to Send

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CWC
See call work code.

D
DAC
1. Dial access code or Direct Agent Calling
2. See digital-to-analog converter (DAC).
data channel
A communications path between two points used to transmit digital signals.
data-communications equipment (DCE)
The equipment (usually a modem, data module, or packet assembler/disassembler) on the network side of a
communications link that makes the binary serial data from the source or transmitter compatible with the
communications channel.
data link
The configuration of physical facilities enabling end terminals to communicate directly with each other.
data module
An interconnection device between a BRI or DCP interface of the switch and data terminal equipment or data
communications equipment.
data path
The end-to-end connection used for a data communications link. A data path is the combination of all
elements of an interprocessor communication in a DCS.
data port
A point of access to a computer that uses trunks or lines for transmitting or receiving data.
data rate
See bit rate.
data service unit (DSU)
A device that transmits digital data on transmission facilities.
data terminal
An input/output (I/O) device that has either switched or direct access to a host computer or to a processor
interface.
data terminal equipment (DTE)
Equipment consisting of the endpoints in a connection over a data circuit. In a connection between a data
terminal and host, the terminal, the host, and their associated modems or data modules make up the DTE.
dB
Decibel
dBA
Decibels in reference to amperes.
dBrnC
Decibels above reference noise with C filter.
DC
Direct current

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DCE
Data-communications equipment
D-channel backup
Type of backup used with Non-Facility Associated Signaling (NFAS). A primary D-channel provides
signaling for an NFAS D-channel group (two or more PRI facilities). A second D-channel, on a separate PRI
facility of the NFAS D-channel group, is designated as backup for the D-channel. Failure of the primary
D-channel causes automatic transfer of call-control signaling to the backup D-channel. The backup becomes
the primary D-channel. When the failed channel returns to service, it becomes the backup D-channel.
DCO
Digital central office
DCP
Digital Communications Protocol
DCS
Distributed Communications System
DDC
Direct Department Calling
DDD
Direct Distance Dialing
delay-dial trunk
A trunk that allows dialing directly into a communications system (digits are received as they are dialed).
denying a request
Sending a negative acknowledgement (NAK), done by sending an FIE with a return error component (and a
cause value). It should not be confused with the denial event report that applies to calls.
designated voice terminal
The specific voice terminal to which calls, originally directed to a certain extension, are redirected.
Commonly used to mean the forwarded-to terminal when Call Forwarding All Calls is active.
dial-repeating trunks
A PBX tie trunk that is capable of handling PBX station-signaling information without attendant assistance.
dial-repeating tie trunk
A tie trunk that transmits called-party addressing information between two communications systems.
DID
Direct Inward Dialing
digit conversion
A process used to convert specific dialed numbers into other dialed numbers.
digital
The representation of information by discrete steps. See also analog.

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digital communications protocol (DCP)
A proprietary protocol used to transmit both digitized voice and digitized data over the same
communications link. A DCP link is made up of two 64-kbps information (I-) channels and one
8-kbps signaling (S-) channel. Digital Communications Protocol. The DCP protocol supports 2
information-bearing channels, and thus two telephones/data modules. The I1 channel is the DCP
channel assigned on the first page of the 8411 station form. The I2 channel is the DCP channel
assigned on the analog adjunct page of the 8411 station form or on the data module page.
Digital Communications Protocol. The DCP protocol supports 2 information-bearing channels, and
thus two telephones/data modules. The I1 channel is the DCP channel assigned on the first page of
the 8411 station form. The I2 channel is the DCP channel assigned on the analog adjunct page of the
8411 station form or on the data module page.
digital data endpoints
In DEFINITY ECS, devices such as the 510D terminal or the 515-type business communications terminal
(BCT).
digital multiplexed interface (DMI)
An interface that provides connectivity between a communications system and a host computer or between
two communications systems using DS1 24th-channel signaling. DMI provides 23 64-kbps data channels and
1 common-signaling channel over a twisted-pair connection. DMI is offered through two capabilities:
bit-oriented signaling (DMI-BOS) and message-oriented signaling (DMI-MOS).
digital signal level 0 (DS0)
A single 64-kbps voice channel. A DS0 is a single 64-kbps channel in a T1 or E1 facility and consists of eight
bits in a T1 or E1 frame every 125 microseconds.
digital signal level 1 (DS1)
A single 1.544-Mbps (United States) or 2.048-Mbps (outside the United States) digital signal carried on a T1
transmission facility. A DS1 converter complex consists of a pair, one at each end, of DS1 converter circuit
packs and the associated T1/E1 facilities.
digital terminal data module (DTDM)
An integrated or adjunct data module that shares with a digital telephone the same physical port for
connection to a communications system. The function of a DTDM is similar to that of a PDM and MPDM in
that it converts RS-232C signals to DCP signals.
digital-to-analog converter (DAC)
A device that converts data in digital form to the corresponding analog signals. See also analog-to-digital
converter (ADC).
digital transmission
A mode of transmission in which information to be transmitted is first converted to digital form and then
transmitted as a serial stream of pulses.
digital trunk
A circuit that carries digital voice and/or digital data in a telecommunications channel.
DIOD
Direct Inward and Outward Dialing
direct agent
A feature, accessed only via ASAI, that allows a call to be placed in a split queue but routed only to a specific
agent in that split. The call receives normal ACD call treatment (for example, announcements) and is
measured as an ACD call while ensuring that a particular agent answers.

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Direct Extension Selection (DXS)
A feature on an attendant console that allows an attendant direct access to voice terminals by pressing a
group-select button and a DXS button.
Direct Inward Dialing (DID)
A feature that allows an incoming call from the public network (not FX or WATS) to reach a specific
telephone without attendant assistance.
Direct Inward Dialing (DID) trunk
An incoming trunk used for dialing directly from the public network into a communications system without
help from the attendant.
disk drive
An electromechanical device that stores data on and retrieves data from one or more disks.
distributed communications system (DCS)
A network configuration linking two or more communications systems in such a way that selected features
appear to operate as if the network were one system.
DIVA
Data In/Voice Answer
DLC
Data line circuit
DLDM
Data-line data module
DMI
Digital-multiplexed interface
DND
Do not disturb
DNIS
Dialed-Number Identification Service
DOD
Direct Outward Dialing
domain
VDNs, ACD splits, and stations. The VDN domain is used for active-notification associations. The ACD-split
domain is for active-notification associations and domain-control associations. The station domain is used for
the domain-control associations.
domain-control association
A Third Party Domain Control Request capability initiates a unique CRV/link number combination, which is
referred to as a domain-control association.
domain-controlled split
A split for which Third Party Domain Control request has been accepted. A domain-controlled split provides
an event report for logout.
domain-controlled station
A station for which a Third_Party_Domain_Control request has been accepted. A domain-controlled station
provides event reports for calls that are alerting, connected, or held at the station.
domain-controlled station on a call
A station that is active on a call, and which provides event reports over one or two domain-control
associations.

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DOSS
Delivery Operations Support System
DOT
Duplication Option Terminal
DPM
Dial Plan Manager
DPR
Dual-port RAM
DS1
Digital Signal Level 1
DS1C
Digital Signal Level-1 protocol C
DS1 CONV
Digital Signal Level-1 converter
DSI
Digital signal interface
DSU
Data service unit
DTDM
Digital-terminal data module
DTE
Data-terminal equipment
DTGS
Direct Trunk Group Select
DTMF
Dual-tone multifrequency
DTS
Disk-tape system
duplicated common control
Two processors ensuring continuous operation of a communications system. While one processor is online,
the other functions as a backup. The backup processor goes online periodically or when a problem occurs.
duplication
The use of redundant components to improve availability. When a duplicated subsystem fails, its backup
redundant system automatically takes over.
duplication option
A system option that duplicates the following: control carrier containing the SPE, EI circuit packs in carriers,
fiber-optic cabling between port networks, and center-stage switch in a CSS-connected system.
DWBS
DEFINITY Wireless Business System
DXS
Direct extension selection

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Dynamic Percentage Adjustment
A CentreVu Advocate feature available with CentreVu Advocate Release 9 and newer. This feature makes
automatic adjustments to agents’ target allocations as needed to help meet the administered service level
targets.
Dynamic Queue Position
A CentreVu Advocate feature available with CentreVu Advocate Release 9 and newer. This feature gives you
the ability to queue calls from multiple VDNs to a single skill, while maintaining different service objectives
for those VDNs.
Dynamic Threshold Adjustment
A CentreVu Advocate Service Level Supervisor feature available with CentreVu Advocate Release 9 and
newer. Dynamic Threshold Adjustment automatically adjusts overload thresholds to engage reserve agents a
bit sooner or a bit later to meet the administered service levels.

E
E1
A digital transmission standard that carries traffic at 2.048 Mbps. The E1 facility is divided into 32 channels
(DS0s) of 64 kbps information. Channel 0 is reserved for framing and synchronization information. A
D-channel occupies channel 16.
E&M
Ear and mouth (receive and transmit)
EA
Expansion archangel
EAD-LOA
See Expert Agent Distribution-Least Occupied Agent
EAD-MIA
See Expert Agent Distribution-Most Idle Agent.
EAL
Expansion archangel link
ear and mouth (E & M) signaling
Trunk supervisory signaling, used between two communications systems, whereby signaling information is
transferred through 2-state voltage conditions (on the E and M leads) for analog applications and through a
single bit for digital applications.
EEBCDIC
Extended Binary-Coded Decimal Interexchange Code
ECC
Error Correct Code
ECMA
European Computer Manufacturers Association
EFP
Electronic power feed
EI
Expansion interface

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EIA
Electronic Industries Association
EIA-232
A physical interface specified by the EIA. EIA-232 transmits and receives asynchronous data at speeds of up
to 19.2 kbps over cable distances of up to 50 feet. EIA-232 replaces RS-232 protocol in some DEFINITY
applications.
electronic tandem network (ETN)
A tandem tie-trunk network that has automatic call-routing capabilities based on the number dialed and the
most preferred route available. Each switch in the network is assigned a unique private network office code
(RNX), and each voice terminal is assigned a unique extension.
Electronics Industries Association (EIA)
A trade association of the electronics industry that establishes electrical and functional standards.
emergency transfer
If a major system failure occurs, automatic transfer is initiated to a group of telephones capable of making
outgoing calls. The system operates in this mode until the failure is repaired and the system automatically
returns to normal operation. Also called power-failure transfer.
EMI
Electromagnetic interference
end-to-end signaling
The transmission of touch-tone signals generated by dialing from a voice terminal to remote computer
equipment. These digits are sent over the trunk as DTMF digits whether the trunk signaling type is marked as
tone or rotary and whether the originating station is tone or rotary. Example: a call to a voice-mail machine or
automated-attendant service. A connection is first established over an outgoing trunk. Then additional digits
are dialed to transmit information to be processed by the computer equipment.
enhanced private-switched communications service (EPSCS)
An analog private telecommunications network based on the No. 5 crossbar and 1A ESS that provides
advanced voice and data telecommunications services to companies with many locations.
EPN
Expansion-port network
EPROM
Erasable programmable read-only memory
EPSCS
Enhanced Private Switched Communications Services
ERL
Echo return loss
Erlang
A unit of traffic intensity, or load, used to express the amount of traffic needed to keep one facility busy for
one hour. One Erlang is equal to 36 CCS. See also CCS or hundred call seconds.
ESF
Extended superframe format
ESPA
European Standard Paging Access
ETA
Extended Trunk Access; also Enhanced Terminal Administration

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ETN
Electronic tandem network
ETSI
European Telecommunications Standards Institute
expansion archangel (EAA)
A network-control microprocessor located on an expansion interface (EI) port circuit pack in an expansion
port network. The EA provides an interface between the EPN and its controlling switch-processing element.
expansion-archangel link (EAL)
A link-access function on the D-channel (LAPD) logical link that exists between a switch-processing element
and an expansion archangel (EA). The EAL carries control messages from the SPE to the EA and to port
circuit packs in an expansion port network.
expansion control cabinet
See expansion control carrier.
expansion control carrier
A carrier in a multicarrier cabinet that contains extra port circuit packs and a maintenance interface. Also
called expansion control cabinet in a single-carrier cabinet.
expansion interface (EI)
A port circuit pack in a port network that provides the interface between a PN’s TDM bus/ packet bus and a
fiber-optic link. The EI carries circuit-switched data, packet-switched data, network control, timing control,
and DS1 control. In addition, an EI in an expansion port network communicates with the master maintenance
circuit pack to provide the EPN’s environmental and alarm status to the switch-processing element.
expansion port network (EPN)
A port network (PN) that is connected to the TDM bus and packet bus of a processor port network (PPN).
Control is achieved by indirect connection of the EPN to the PPN via a port-network link (PNL). See also port
network (PN).
Expert Agent Distribution-Least Occupied Agent (EAD-LOA)
An agent selection method for delivery of calls. With EAD-LOA implemented, calls are delivered to the
available agent with the highest skill level and the lowest percentage of work time since login (compared to
other available agents with the same skill level).
See also EAD-MIA, PAD, UCD-LOA, and UCD-MIA.
Expert Agent Distribution-Most Idle Agent (EAD-MIA)
An agent selection method for delivery of calls. With EAD-MIA implemented, calls are delivered to the
available agent with the highest skill level who has been idle the longest since their last ACD call (compared
to other available agents with the same skill level).
See also EAD-LOA, PAD, UCD-LOA, and UCD-MIA.
extension-in
Extension-In (ExtIn) is the work state agents go into when they answer (receive) a non-ACD call. If the agent
is in Manual-In or Auto-In and receives an extension-in call, it is recorded by CMS as an AUX-In call.
extension-out
The work state that agents go into when they place (originate) a non-ACD call.
external measurements
Those ACD measurements that are made by the External CMS adjunct.

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extension
A 1- to 5-digit number by which calls are routed through a communications system or, with a Uniform Dial
Plan (UDP) or main-satellite dialing plan, through a private network.
external call
A connection between a communications system user and a party on the public network or on another
communications system in a private network.

F
FAC
Feature Access Code
facility
A telecommunications transmission pathway and associated equipment.
facility-associated signaling (FAS)
Signaling for which a D-channel carries signaling only for those channels on the same physical interface.
FAS
Facility-associated signaling
FAT
Facility access trunk
FAX
Facsimile
FCC
Federal Communications Commission
FEAC
Forced Entry of Account Codes
feature
A specifically defined function or service provided by the system.
feature button
A labeled button on a telephone or attendant console used to access a specific feature.
FEP
Front-end processor
FIC
Facility interface codes
fiber optics
A technology using materials that transmit ultrawideband electromagnetic light-frequency ranges for
high-capacity carrier systems.
fixed
A trunk allocation term. In the fixed allocation scheme, the time slots necessary to support a wideband call are
contiguous, and the first time slot is constrained to certain starting points.
flexible
A trunk allocation term. In the flexible allocation scheme, the time slots of a wideband call can occupy
noncontiguous positions within a single T1 or E1 facility.

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floating
A trunk allocation term. In the floating allocation scheme, the time slots of a wideband call are contiguous,
but the position of the first time slot is not fixed.
FNPA
Foreign Numbering-Plan Area
foreign-exchange (FX)
A CO other than the one providing local access to the public telephone network.
foreign-exchange trunk
A telecommunications channel that directly connects the system to a CO other than its local CO.
foreign numbering-plan area code (FNPAC)
An area code other than the local area code, that must be dialed to call outside the local geographical area.
FRL
Facilities Restriction Level
FX
Foreign exchange

G
G3-MA
Generic 3 Management Applications
G3-MT
Generic 3 Management Terminal
G3r
Generic 3, RISC (Reduced Instruction Set Computer)
generalized route selection (GRS)
An enhancement to Automatic Alternate Routing/Automatic Route Selection (AAR/ARS) that performs
routing based on call attributes, such as Bearer Capability Classes (BCCs), in addition to the address and
facilities restriction level (FRL), thus facilitating a Uniform Dial Plan (UDP) that is independent of the type
of call being placed.
glare
The simultaneous seizure of a 2-way trunk by two communications systems, resulting in a standoff.
GM
Group manager
GPTR
General-purpose tone receiver
grade of service
The number of call attempts that fail to receive service immediately. Grade of service is also expressed as the
quantity of all calls that are blocked or delayed.
ground-start trunk
A trunk on which, for outgoing calls, the system transmits a request for services to a distant switching system
by grounding the trunk ring lead. To receive the digits of the called number, that system grounds the trunk tip
lead. When the system detects this ground, the digits are sent.

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GRS
Generalized Route Selection

H
H0
An ISDN information transfer rate for 384-kbps data defined by CCITT and ANSI standards.
H11
An ISDN information transfer rate for 1536-kbps data defined by CCITT and ANSI standards.
H12
An ISDN information transfer rate for 1920-kbps data defined by CCITT and ANSI standards.
handshaking logic
A format used to initiate a data connection between two data module devices.
hertz (Hz)
A unit of frequency equal to one cycle per second.
high-reliability system
A system having the following: two control carriers, duplicate expansion interface (EI) circuit packs in the
PPN (in R5r with CSS), and duplicate switch node clock circuit packs in the switch node (SN) carriers. See
also duplicated common control, duplication, duplication option, and critical-reliability system.
HNPA
See home numbering-plan area code (HNPA).
holding time
The total length of time in minutes and seconds that a facility is used during a call.
home numbering-plan area code (HNPA)
The local area code. The area code does not have to be dialed to call numbers within the local geographical
area.
hop
Nondirect communication between two switch communications interfaces (SCI) where the SCI message
passes automatically without intermediate processing through one or more intermediate SCIs.
host computer
A computer, connected to a network, that processes data from data-entry devices.
hunt group
A group of extensions that are assigned the Station Hunting feature so that a call to a busy extension reroutes
to an idle extension in the group. See also ACD work mode.
Hz
See hertz (Hz).

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I
I1
The first information channel of DCP.
I2
The second information channel of DCP.
I2 Interface
A proprietary interface used for the DEFINITY Wireless Business System for the radio-controller circuit
packs. Each interface provides communication between the radio-controller circuit pack and up to two
wireless fixed bases.
I3 Interface
A proprietary interface used for the DEFINITY Wireless Business System for the cell antenna units. Each
wireless fixed base can communicate to up to four cell antenna units.
IAS
Inter-PBX Attendant Service
ICC
Intercabinet cable or intercarrier cable
ICD
Inbound Call Director
ICDOS
International Customer-Dialed Operator Service
ICHT
Incoming call-handling table
ICI
Incoming call identifier
ICM
Inbound Call Management
IDDD
International Direct Distance Dialing
IDF
Intermediate distribution frame
IE
Information element
immediate-start tie trunk
A trunk on which, after making a connection with a distant switching system for an outgoing call, the system
waits a nominal 65 ms before sending the digits of the called number. This allows time for the distant system
to prepare to receive digits. On an incoming call, the system has less than 65 ms to prepare to receive the
digits.
IMT
Intermachine trunk
in
Inch

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INADS
Initialization and Administration System
incoming gateway
A switch that routes an incoming call on a trunk not administered for Supplementary Services Protocol B to a
trunk not administered for Supplementary Services Protocol B.
information exchange
The exchange of data between users of two different systems, such as the switch and a host computer, over a
LAN.
Information Systems Network (ISN)
A WAN and LAN with an open architecture combining host computers, minicomputers, word processors,
storage devices, PCs, high-speed printers, and nonintelligent terminals into a single packet-switching system.
INS
ISDN Network Service
inside call
A call placed from one telephone to another within the local communications system.
Integrated Services Digital Network (ISDN)
A public or private network that provides end-to-end digital communications for all services to which users
have access by a limited set of standard multipurpose user-network interfaces defined by the CCITT. Through
internationally accepted standard interfaces, ISDN provides digital circuit-switched or packet-switched
communications within the network and links to other ISDNs to provide national and international digital
communications. See also Integrated Services Digital Network Basic Rate Interface (ISDN-BRI) and
Integrated Services Digital Network Primary Rate Interface (ISDN-PRI).
Integrated Services Digital Network Basic Rate Interface (ISDN-BRI)
The interface between a communications system and terminal that includes two 64-kbps B-channels for
transmitting voice or data and one 16-kbps D-channel for transmitting associated B-channel call control and
out-of-band signaling information. ISDN-BRI also includes 48 kbps for transmitting framing and D-channel
contention information, for a total interface speed of 192 kbps. ISDN-BRI serves ISDN terminals and digital
terminals fitted with ISDN terminal adapters. See also Integrated Services Digital Network (ISDN)
andIntegrated Services Digital Network Primary Rate Interface (ISDN-PRI).
Integrated Services Digital Network Primary Rate Interface (ISDN-PRI)
The interface between multiple communications systems that in North America includes 24 64-kbps
channels, corresponding to the North American digital signal level-1 (DS1) standard rate of 1.544 Mbps. The
most common arrangement of channels in ISDN-PRI is 23 64-kbps B-channels for transmitting voice and
data and 1 64-kbps D-channel for transmitting associated B-channel call control and out-of-band signaling
information. With nonfacility-associated signaling (NFAS), ISDN-PRI can include 24 B-channels and no
D-channel. See alsoIntegrated Services Digital Network (ISDN) andIntegrated Services Digital Network
Basic Rate Interface (ISDN-BRI).
intercept tone
An tone that indicates a dialing error or denial of the service requested.
interface
A common boundary between two systems or pieces of equipment.
internal call
A connection between two users within a system.
International Telecommunications Union (ITU)
Formerly known as International Telegraph and Telephone Consultative Committee (CCITT), ITU is an
international organization that sets universal standards for data communications, including ISDN. ITU
members are from telecommunications companies and organizations around the world. See alsoBX.25.

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International Telegraph and Telephone Consultative Committee
See International Telecommunications Union (ITU).
interflow
The ability for calls to forward to other splits on the same PBX or a different PBX using the Call Forward All
Calls feature.
intraflow
The ability for calls to redirect to other splits on the same PBX on a conditional or unconditional basis using
call coverage busy, don’t answer, or all criteria.
internal measurements
BCMS measurements that are made by the system. ACD measurements that are made external to the system
(via External CMS) are referred to as external measurements.
in-use lamp
A red light on a multiappearance voice terminal that lights to show which call appearance will be selected
when the handset is lifted or which call appearance is active when a user is off-hook.
INWATS
Inward Wide Area Telephone Service
IO
Information outlet
ISDN
See Integrated Services Digital Network (ISDN).
ISDN Gateway (IG)
A feature allowing integration of the switch and a host-based telemarketing application via a link to a gateway
adjunct. The gateway adjunct is a 3B-based product that notifies the host-based telemarketing application of
call events.
ISDN trunk
A trunk administered for use with ISDN-PRI. Also called ISDN facility.
ISDN-PRI terminal adapter
An interface between endpoint applications and an ISDN PRI facility. ISDN-PRI terminal adapters are
currently available from other vendors and are primarily designed for video conferencing applications.
Accordingly, currently available terminal adapters adapt the two pairs of video codec data (V.35) and dialing
(RS-366) ports to an ISDN PRI facility.
IS/DTT
Integrated Services/digital tie trunk
ISN
Information Systems Network
ISO
International Standards Organization
ISV
Independent software vendor
ITP
Installation test procedure
ITU
International Telecommunications Union

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IXC
Interexchange carrier code

K
kHz
Kilohertz
kbps
Kilobits per second
kbyte
Kilobyte
kg
Kilogram

L
LAN
Local area network
LAP-D
Link Access Procedure on the D-channel
LAPD
Link Access Procedure data
LATA
Local access and transport area
lb
Pound
LBO
Line buildout
LDN
Listed directory number
LDS
Long-distance service
LEC
Local exchange carrier
LED
See light-emitting diode (LED).
light-emitting diode (LED)
A semiconductor device that produces light when voltage is applied. LEDs provide a visual indication of the
operational status of hardware components, the results of maintenance tests, the alarm status of circuit packs,
and the activation of telephone features.

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lightwave transceiver
Hardware that provides an interface to fiber-optic cable from port circuit packs and DS1 converter circuit
packs. Lightwave transceivers convert electrical signals to light signals and vice versa.
line
A transmission path between a communications system or CO switching system and a voice terminal or other
terminal.
line appearance
See appearance.
line buildout
A selectable output attenuation is generally required of DTE equipment because T1 circuits require the last
span to lose 15–22.5 dB.
line port
Hardware that provides the access point to a communications system for each circuit associated with a
telephone or data terminal.
link
A transmitter-receiver channel that connects two systems.
link-access procedure on the D-channel (LAPD)
A link-layer protocol on the ISDN-BRI and ISDN-PRI data-link layer (level 2). LAPD provides data transfer
between two devices, and error and flow control on multiple logical links. LAPD is used for signaling and
low-speed packet data (X.25 and mode 3) on the signaling (D-) channel and for mode-3 data communications
on a bearer (B-) channel.
LINL
Local indirect neighbor link
local area network (LAN)
A networking arrangement designed for a limited geographical area. Generally, a LAN is limited in range to a
maximum of 6.2 miles and provides high-speed carrier service with low error rates. Common configurations
include daisy chain, star (including circuit-switched), ring, and bus.
logical link
The communications path between a processor and a BRI terminal.
loop-start trunk
A trunk on which, after establishing a connection with a distant switching system for an outgoing call, the
system waits for a signal on the loop formed by the trunk leads before sending the digits of the called number.
LSU
Local storage unit
LWC
Leave Word Calling

M
MAC
Medium access
MADU
Modular asynchronous data unit

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main distribution frame (MDF)
A device that mounts to the wall inside the system equipment room. The MDF provides a connection point
from outside telephone lines to the PBX switch and to the inside telephone stations.
main-satellite-tributary
A private network configuration that can either stand alone or access an ETN. A main switch provides
interconnection, via tie trunks, with one or more subtending switches, called satellites; all attendant positions
for the main/satellite configuration; and access to and from the public network. To a user outside the complex,
a main/satellite configuration appears as one switch, with one listed directory number (LDN). A tributary
switch is connected to the main switch via tie trunks, but has its own attendant positions and LDN.
maintenance
Activities involved in keeping a telecommunications system in proper working condition: the detection and
isolation of software and hardware faults, and automatic and manual recovery from these faults.
management terminal
The terminal that is used by the system administrator to administer the switch. The terminal may also be used
to access the BCMS feature.
major alarm
An indication of a failure that has caused critical degradation of service and requires immediate attention.
Major alarms are automatically displayed on LEDs on the attendant console and maintenance or alarming
circuit pack, logged to the alarm log, and reported to a remote maintenance facility, if applicable.
Manual-In work mode
One of four agent work modes: the mode in which an agent is ready to process another call manually. See
Auto-In Work mode for a contrast.
MAP
Maintenance action process
MAPD
Multiapplication platform for DEFINITY
MA-UUI
Message-Associated User-to-User Signaling
Mbps
Megabits per second
M-Bus
Memory bus
Mbyte
Megabyte
MCC
Multicarrier cabinet
MCS
Message Center Service
MCT
Malicious Call Trace
MCU
Multipoint control unit
MDF
Main distribution frame

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MDM
Modular data module
MDR
Message detail record
MEM
Memory
memory
A device into which information can be copied and held, and from which information can later be obtained.
memory shadowing link
An operating-system condition that provides a method for memory-resident programs to be more quickly
accessed, allowing a system to reboot faster.
message center
An answering service that supplies agents to and stores messages for later retrieval.
message center agent
A member of a message-center hunt group who takes and retrieves messages for voice-terminal users.
MET
Multibutton electronic telephone
MF
Multifrequency
MFB
Multifunction board
MFC
Multifrequency code
MHz
Megahertz
MIM
Management information message
minor alarm
An indication of a failure that could affect customer service. Minor alarms are automatically displayed on
LEDs on the attendant console and maintenance or alarming circuit pack, sent to the alarm log, and reported
to a remote maintenance facility, if applicable.
MIPS
Million instructions per second
MIS
Management information system
MISCID
Miscellaneous identification
MMCS
Multimedia Call Server
MMCH
Multimedia call handling

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MMI
Multimedia interface
MMS
Material Management Services
MO
Maintenance object
modem
A device that converts digital data signals to analog signals for transmission over telephone circuits. The
analog signals are converted back to the original digital data signals by another modem at the other end of the
circuit.
modem pooling
A capability that provides shared conversion resources (modems and data modules) for cost-effective access
to analog facilities by data terminals. When needed, modem pooling inserts a conversion resource into the
path of a data call. Modem pooling serves both outgoing and incoming calls.
modular processor data module (MPDM)
A processor data module (PDM) that can be configured to provide several kinds of interfaces (RS-232C,
RS-449, and V.35) to customer-provided data terminal equipment (DTE). See also processor data module
(PDM).
modular trunk data module (MTDM)
A trunk data module that can be configured to provide several kinds of interfaces (RS-232, RS-449, and V.35)
to customer-provided data terminal equipment.
modulator-demodulator
See modem.
monitored call
See active-notification call.
MOS
Message-oriented signaling
MPDM
Modular processor data module
MS
Message server
ms
Millisecond
MS/T
Main satellite/tributary
MSA
Message servicing adjunct
MSG
Message service
MSL
Material stocking location
MSM
Modular System Management

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MSS
Mass storage system
MSSNET
Mass storage/network control
MT
Management terminal
MTDM
Modular trunk data module
MTP
Maintenance tape processor
MTT
Multitasking terminal
multiappearance voice terminal
A terminal equipped with several call-appearance buttons for the same extension, allowing the user to handle
more than one call on that same extension at the same time.
Multicarrier cabinet
A structure that holds one to five carriers. See also single-carrier cabinet.
Multifrequency Compelled (MFC) Release 2 (R2) signaling
A signal consisting of two frequency components, such that when a signal is transmitted from a switch,
another signal acknowledging the transmitted signal is received by the switch. R2 designates signaling used
in the United States and in countries outside the United States.
multiplexer
A device used to combine a number of individual channels into a single common bit stream for transmission.
multiplexing
A process whereby a transmission facility is divided into two or more channels, either by splitting the
frequency band into a number of narrower bands or by dividing the transmission channel into successive time
slots. See also time-division multiplexing (TDM).
multirate
The new N x DS0 service (see N x DS0).
MWL
Message-waiting lamp

N
N+1
Method of determining redundant backup requirements. Example: if four rectifier modules are required for a
DC-powered single-carrier cabinet, a fifth rectifier module is installed for backup.
N x DS0
N x DS0, equivalently referred to as N x 64 kbps, is an emerging standard for wideband calls separate from
H0, H11, and H12 ISDN channels. The emerging N x DS0 ISDN multirate circuit mode bearer service will
provide circuit-switched calls with data-rate multiples of 64 kbps up to 1536 kbps on a T1 facility or up to
1920 kbps on an E1 facility. In the switch, N x DS0 channels will range up to 1984 kbps using NFAS E1
interfaces.

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NANP
North American Numbering Plan
narrowband
A circuit-switched call at a data rate up to and including 64 kbps. All nonwideband switch calls are
considered narrowband.
native terminal support
A predefined terminal type exists in switch software, eliminating the need to alias the terminal (that is,
manually map call appearances and feature buttons onto some other natively supported terminal type).
NAU
Network access unit
NCA/TSC
Noncall-associated/temporary-signaling connection
NCOSS
Network Control Operations Support Center
NCSO
National Customer Support Organization
NEC
National Engineering Center
NEMA
National Electrical Manufacturer’s Association
NETCON
Network-control circuit pack
network
A series of points, nodes, or stations connected by communications channels.
network-specific facility (NSF)
An information element in an ISDN-PRI message that specifies which public-network service is used. NSF
applies only when Call-by-Call Service Selection is used to access a public-network service.
network interface
A common boundary between two systems in an interconnected group of systems.
NFAS
See Nonfacility-associated signaling (NFAS).
NI
Network interface
NID
Network Inward Dialing
NM
Network management
NN
National number
node
A switching or control point for a network. Nodes are either tandem (they receive signals and pass them on)
or terminal (they originate or terminate a transmission path).

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Nonfacility-associated signaling (NFAS)
A method that allows multiple T1 and/or E1 facilities to share a single D-channel to form an ISDN-PRI. If
D-channel backup is not used, one facility is configured with a D-channel, and the other facilities that share
the D-channel are configured without D-channels. If D-channel backup is used, two facilities are configured
to have D-channels (one D-channel on each facility), and the other facilities that share the D-channels are
configured without D-channels.
NPA
Numbering-plan area
NPE
Network processing element
NQC
Number of queued calls
NSE
Night-service extension
NSU
Network sharing unit
null modem cable
Special wiring of an RS-232-C cable such that a computer can talk to another computer (or to a printer)
without a modem.
NXX
Public-network office code

O
OA
Operator assisted
occurrence
See appearance.
OCM
Outbound Call Management
offered load
The traffic that would be generated by all the requests for service occurring within a monitored interval,
usually one hour.
ONS
On-premises station
OPS
Off-premises station
OPX
Off-premises extension
OQT
Oldest queued time

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OSHA
Occupational Safety and Health Act
OSI
Open Systems Interconnect
OSS
Operations Support System
OSSI
Operational Support System Interface
OTDR
Optical time-domain reflectometer
othersplit
The work state that indicates that an agent is currently active on another split’s call, or in ACW for another
split.
OTQ
Outgoing trunk queuing
outgoing gateway
A PBX that routes an incoming call on a trunk administered for Supplementary Services Protocol B to a trunk
not administered for Supplementary Services Protocol B.

P
PACCON
Packet control
packet
A group of bits (including a message element, which is the data, and a control information element (IE),
which is the header) used in packet switching and transmitted as a discrete unit. In each packet, the message
element and control IE are arranged in a specified format. See also packet bus and packet switching.
packet bus
A wide-bandwidth bus that transmits packets.
packet switching
A data-transmission technique whereby user information is segmented and routed in discrete data envelopes
called packets, each with its own appended control information, for routing, sequencing, and error checking.
Packet switching allows a channel to be occupied only during the transmission of a packet. On completion of
the transmission, the channel is made available for the transfer of other packets. See also BX.25and packet.
PAD
See Percent Allocation Distribution.
paging trunk
A telecommunications channel used to access an amplifier for loudspeaker paging.
party/extension active on call
A party is on the call if he or she is actually connected to the call (in active talk or in held state). An originator
of a call is always a party on the call. Alerting parties, busy parties, and tones are not parties on the call.
PBX
Private branch exchange

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PC
See personal computer (PC).
PCM
See pulse-code modulation (PCM).
PCOL
Personal central-office line
PCOLG
Personal central-office line group
PCS
Permanent switched calls
PDM
See processor data module (PDM).
PDS
Premises Distribution System
PE
Processing element
PEC
Price element code
PEI
Processor element interchange
Percent Allocation Distribution (PAD)
An agent selection method for delivery of calls. With PAD implemented, calls are delivered to the available
agent with the lowest ratio of adjusted work time and target allocation for the skill.
See also EAD-LOA, EAD-MIA, UCD-LOA, and UCD-MIA.
personal computer (PC)
A personally controllable microcomputer.
PGATE
Packet gateway
PGN
Partitioned group number
PI
Processor interface
PIB
Processor interface board
pickup group
A group of individuals authorized to answer any call directed to an extension within the group.
PIDB
Product image database
PKTINT
Packet interface

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PL
Private line
PLS
Premises Lightwave System
PMS
Property Management System
PN
Port network
PNA
Private network access
POE
Processor occupancy evaluation
POP
Point of presence
port
A data- or voice-transmission access point on a device that is used for communicating with other devices.
port carrier
A carrier in a multicarrier cabinet or a single-carrier cabinet containing port circuit packs, power units, and
service circuits. Also called a port cabinet in a single-carrier cabinet.
port network (PN)
A cabinet containing a TDM bus and packet bus to which the following components are connected: port
circuit packs, one or two tone-clock circuit packs, a maintenance circuit pack, service circuit packs, and
(optionally) up to four expansion interface (EI) circuit packs in DEFINITY ECS. Each PN is controlled either
locally or remotely by a switch processing element (SPE). See also expansion port network (EPN) and
processor port network (PPN).
port-network connectivity
The interconnection of port networks (PNs), regardless of whether the configuration uses direct or switched
connectivity.
PPM
1. Parts per million
2. Periodic pulse metering
PPN
See processor port network (PPN).
PRI
See Primary Rate Interface (PRI).
primary extension
The main extension associated with the physical voice or data terminal.
Primary Rate Interface (PRI)
A standard ISDN frame format that specifies the protocol used between two or more communications
systems. PRI runs at 1.544 Mbps and, as used in North America, provides 23 64-kbps B-channels (voice or
data) and one 64-kbps D-channel (signaling). The D-channel is the 24th channel of the interface and contains
multiplexed signaling information for the other 23 channels.

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PRI endpoint (PE)
The wideband switching capability introduces PRI endpoints on switch line-side interfaces. A PRI endpoint
consists of one or more contiguous B-channels on a line-side T1 or E1 ISDN PRI facility and has an
extension. Endpoint applications have call-control capabilities over PRI endpoints.
principal
A terminal that has its primary extension bridged on one or more other terminals.
principal (user)
A person to whom a telephone is assigned and who has message-center coverage.
private network
A network used exclusively for the telecommunications needs of a particular customer.
private network office code (RNX)
The first three digits of a 7-digit private network number.
PROCR
Processor
processor carrier
See control carrier.
processor data module (PDM)
A device that provides an RS-232C DCE interface for connecting to data terminals, applications processors
(APs), and host computers, and provides a DCP interface for connection to a communications system. See
also modular processor data module (MPDM).
processor port network (PPN)
A port network controlled by a switch-processing element that is directly connected to that PN’s TDM bus
and LAN bus. See also port network (PN).
processor port network (PPN) control carrier
A carrier containing the maintenance circuit pack, tone/clock circuit pack, and SPE circuit packs for a
processor port network (PPN) and, optionally, port circuit packs.
Property Management System (PMS)
A stand-alone computer used by lodging and health-services organizations for services such as reservations,
housekeeping, and billing.
protocol
A set of conventions or rules governing the format and timing of message exchanges to control data
movement and correction of errors.
PSC
Premises service consultant
PSDN
Packet-switch public data network
PT
Personal terminal
PTC
Positive temperature coefficient
PTT
Postal Telephone and Telegraph

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public network
The network that can be openly accessed by all customers for local and long-distance calling.
pulse-code modulation (PCM)
An extension of pulse-amplitude modulation (PAM) in which carrier-signal pulses modulated by an analog
signal, such as speech, are quantized and encoded to a digital, usually binary, format.

Q
QPPCN
Quality Protection Plan Change Notice
quadrant
A group of six contiguous DS0s in fixed locations on an ISDN-PRI facility. Note that this term comes from
T1 terminology (one-fourth of a T1), but there are five quadrants on an E1 ISDN-PRI facility (30B + D).
queue
An ordered sequence of calls waiting to be processed.
queuing
The process of holding calls in order of their arrival to await connection to an attendant, to an answering
group, or to an idle trunk. Calls are automatically connected in first-in, first-out sequence.

R
RAM
See random-access memory (RAM).
random-access memory (RAM)
A storage arrangement whereby information can be retrieved at a speed independent of the location of the
stored information.
RBS
Robbed-bit signaling
RC
Radio controller
RCL
Restricted call list
read-only memory (ROM)
A storage arrangement primarily for information-retrieval applications.
recall dial tone
Tones signalling that the system has completed a function (such as holding a call) and is ready to accept
dialing.
redirection criteria
Information administered for each voice terminal’s coverage path that determines when an incoming call is
redirected to coverage.

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Redirection on No Answer
An optional feature that redirects an unanswered ringing ACD call after an administered number of rings. The
call is then redirected back to the agent.
remote home numbering-plan area code (RHNPA)
A foreign numbering-plan area code that is treated as a home area code by the Automatic Route Selection
(ARS) feature. Calls can be allowed or denied based on the area code and the dialed CO code rather than just
the area code. If the call is allowed, the ARS pattern used for the call is determined by these six digits.
Remote Operations Service Element (ROSE)
A CCITT and ISO standard that defines a notation and services that support interactions between the various
entities that make up a distributed application.
REN
Ringer equivalency number
reorder tone
A tone to signal that at least one of the facilities, such as a trunk or a digit transmitter, needed for the call was
not available.
report scheduler
Software that is used in conjunction with the system printer to schedule the days of the week and time of day
that the desired reports are to be printed.
RFP
Request for proposal
RHNPA
See remote home numbering-plan area code (RHNPA).
RINL
Remote indirect neighbor link
RISC
Reduced-instruction-set computer
RLT
Release-link trunk
RMATS
Remote Maintenance, Administration, and Traffic System
RNX
Route-number index (private network office code)
ROM
See read-only memory (ROM).
RPN
Routing-plan number
RS-232C
A physical interface specified by the Electronic Industries Association (EIA). RS-232C transmits and
receives asynchronous data at speeds of up to 19.2 kbps over cable distances of up to 50 feet.
RS-449
Recommended Standard 449
RSC
Regional Support Center

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ROSE
See Remote Operations Service Element (ROSE).

S
S1
The first logical signalling channel of DCP. The channel is used to provide signaling information for DCP’s I1
channel.
S2
The second logical signaling channel of DCP. The channel is used to provide signaling information for DCP’s
I2 channel.
SABM
Set Asynchronous Balance Mode
SAC
Send All Calls
SAKI
See sanity and control interface (SAKI).
sanity and control interface (SAKI)
A custom VLSI microchip located on each port circuit pack. The SAKI provides address recognition,
buffering, and synchronization between the angel and the five control time slots that make up the control
channel. The SAKI also scans and collects status information for the angel on its port circuit pack and, when
polled, transmits this information to the archangel.
SAT
System access terminal
SCC
1. See single-carrier cabinet.
2. Serial communications controller
SCD
Switch-control driver
SCI
Switch communications interface
SCO
System control office
SCOTCH
Switch Conferencing for TDM Bus in Concentration Highway
SCSI
See small computer system interface (SCSI).
SDDN
Software-Defined Data Network
SDI
Switched Digital International

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SDLC
Synchronous data-link control
SDN
Software-defined network
SFRL
Single-frequency return loss
SID
Station-identification number
simplex system
A system that has no redundant hardware.
simulated bridged appearance
The same as a temporary bridged appearance; allows the terminal user (usually the principal) to bridge onto a
call that had been answered by another party on his or her behalf.
single-carrier cabinet
A combined cabinet and carrier unit that contains one carrier. See also Multicarrier cabinet.
single-line voice terminal
A voice terminal served by a single-line tip and ring circuit (models 500, 2500, 7101A, 7103A).
SIT
Special-information tones
small computer system interface (SCSI)
An ANSI bus standard that provides a high-level command interface between host computers and peripheral
devices.
SMDR
Station Message Detail Recording, known as Call Detail Recording in DEFINITY ECS.
SN
Switch Node
SNA
Systems Network Architecture
SNC
Switch Node Clock
SNI
Switch Node Interface
SNMP
Simple Network Management Protocol
software
A set of computer programs that perform one or more tasks.
SPE
Switch Processing Element
SPID
Service Profile Identifier
split
See ACD work mode.

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split condition
A condition whereby a caller is temporarily separated from a connection with an attendant. A split condition
automatically occurs when the attendant, active on a call, presses the start button.
split number
The split’s identity to the switch and BCMS.
split report
A report that provides historical traffic information for internally measured splits.
split (agent) status report
A report that provides real-time status and measurement data for internally measured agents and the split to
which they are assigned.
SSI
Standard serial interface
SSM
Single-site management
SSV
Station service
ST3
Stratum 3 clock board
staffed
Indicates that an agent position is logged in. A staffed agent functions in one of four work modes: Auto-In,
Manual-In, ACW, or AUX-Work.
STARLAN
Star-Based Local Area Network
Station Message Detail Recording (SMDR)
An obsolete term now called CDR — a switch feature that uses software and hardware to record call data. See
Call Detail Recording (CDR).
standard serial interface (SSI)
A communications protocol developed for use with 500-type business communications terminals (BCTs) and
400-series printers.
status lamp
A green light that shows the status of a call appearance or a feature button by the state of the light (lit,
flashing, fluttering, broken flutter, or unlit).
stroke counts
A method used by ACD agents to record up to nine customer-defined events per call when CMS is active.
SVN
Security-violation notification
switch
Any kind of telephone switching system. See also communications system.
switchhook
The buttons located under the receiver on a voice terminal.
switch-node (SN) carrier
A carrier containing a single switch node, power units, and, optionally, one or two DS1 converter circuit
packs. An SN carrier is located in a center-stage switch.

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switch-node (SN) clock
The circuit pack in an SN carrier that provides clock and maintenance alarm functions and environmental
monitors.
switch-node interface (SNI)
The basic building block of a switch node. An SNI circuit pack controls the routing of circuit, packet, and
control messages.
switch-node link (SNL)
The hardware that provides a bridge between two or more switch nodes. The SNL consists of the two SNI
circuit packs residing on the switch nodes and the hardware connecting the SNIs. This hardware can include
lightwave transceivers that convert the SNI’s electrical signals to light signals, the copper wire that connects
the SNIs to the lightwave transceivers, a full-duplex fiber-optic cable, DS1 converter circuit cards and DS1
facilities if a company does not have rights to lay cable, and appropriate connectors.
switch-processing element (SPE)
A complex of circuit packs (processor, memory, disk controller, and bus-interface cards) mounted in a PPN
control carrier. The SPE serves as the control element for that PPN and, optionally, for one or more EPNs.
SXS
Step-by-step
synchronous data transmission
A method of sending data in which discrete signal elements are sent at a fixed and continuous rate and
specified times. See also association.
SYSAM
System Access and Administration
system administrator
The person who maintains overall customer responsibility for system administration. Generally, all
administration functions are performed from the Management Terminal. The switch requires a special login,
referred to as the system administrator login, to gain access to system-administration capabilities.
system printer
An optional printer that may be used to print scheduled reports via the report scheduler.
system report
A report that provides historical traffic information for internally measured splits.
system-status report
A report that provides real-time status information for internally measured splits.
system manager
A person responsible for specifying and administering features and services for a system.
system reload
A process that allows stored data to be written from a tape into the system memory (normally after a power
outage).

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T
T1
A digital transmission standard that in North America carries traffic at the DS1 rate of 1.544 Mbps. A T1
facility is divided into 24 channels (DS0s) of 64 kbps. These 24 channels, with an overall digital rate of 1.536
Mbps, and an 8-kbps framing and synchronization channel make up the 1.544-Mbps transmission. When a
D-channel is present, it occupies channel 24. T1 facilities are also used in Japan and some Middle-Eastern
countries.
TAAS
Trunk Answer from Any Station
TABS
Telemetry asynchronous block serial
TAC
Trunk-access code
tandem switch
A switch within an electronic tandem network (ETN) that provides the logic to determine the best route for a
network call, possibly modifies the digits outpulsed, and allows or denies certain calls to certain users.
tandem through
The switched connection of an incoming trunk to an outgoing trunk without human intervention.
tandem tie-trunk network (TTTN)
A private network that interconnects several customer switching systems.
TC
Technical consultant
TCM
Traveling class mark
TDM
See time-division multiplexing (TDM).
TDR
Time-of-day routing
TEG
Terminating extension group
terminal
A device that sends and receives data within a system. See also administration terminal.
tie trunk
A telecommunications channel that directly connects two private switching systems.
time-division multiplex (TDM) bus
A bus that is time-shared regularly by preallocating short time slots to each transmitter. In a PBX, all port
circuits are connected to the TDM bus, permitting any port to send a signal to any other port.
time-division multiplexing (TDM)
Multiplexing that divides a transmission channel into successive time slots. See also multiplexing.
time interval
The period of time, either one hour or one-half hour, that BCMS measurements are collected for a reports.

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time slice
See time interval.
time slot
64 kbps of digital information structured as eight bits every 125 microseconds. In the switch, a time slot refers
to either a DS0 on a T1 or E1 facility or a 64-kbps unit on the TDM bus or fiber connection between port
networks.
time slot sequence integrity
The situation whereby the N octets of a wideband call that are transmitted in one T1 or E1 frame arrive at the
output in the same order that they were introduced.
to control
An application can invoke Third Party Call Control capabilities using either an adjunct-control or
domain-control association.
to monitor
An application can receive event reports on an active-notification, adjunct-control, or domain-control
association.
TOD
Time of day
tone ringer
A device with a speaker, used in electronic voice terminals to alert the user.
TOP
Task-oriented protocol
trunk
A dedicated telecommunications channel between two communications systems or COs.
trunk allocation
The manner in which trunks are selected to form wideband channels.
trunk-data module
A device that connects off-premises private-line trunk facilities and DEFINITY ECS. The trunk-data module
converts between the RS-232C and the DCP, and can connect to DDD modems as the DCP member of a
modem pool.
trunk group
Telecommunications channels assigned as a group for certain functions that can be used interchangeably
between two communications systems or COs.
TSC
Technical Service Center
TTI
Terminal translation initialization
TTR
Touch-tone receiver
TTT
Terminating trunk transmission
TTTN
See tandem tie-trunk network (TTTN).

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TTY
Teletypewriter

U
UAP
Usage-allocation plan
UART
Universal asynchronous transmitter
UCD
Uniform call distribution
UCD-LOA
See Uniform Call Distribution-Least Occupied Agent.
UCD-MIA
See Uniform Call Distribution-Most Idle Agent.
UCL
Unrestricted call list
UDP
See Uniform Dial Plan (UDP).
UL
Underwriter Laboratories
UM
User manager
Uniform Call Distribution-Least Occupied Agent (UCD-LOA)
An agent selection method for delivery of calls. With UCD-LOA implemented, calls are delivered to the
available agent with the lowest percentage of work time since login.
See also EAD-LOA, EAD-MIA, PAD, and UCD-MIA.
Uniform Call Distribution-Most Idle Agent (UCD-MIA)
An agent selection method for delivery of calls. With UCD-MIA implemented, calls are delivered to the
available agent who has been idle the longest since their last ACD call.
See also EAD-LOA, EAD-MIA, PAD, and UCD-LOA.
Uniform Dial Plan (UDP)
A feature that allows a unique 4- or 5-digit number assignment for each terminal in a multiswitch
configuration such as a DCS or main-satellite-tributary system.
UNMA
Unified Network Management Architecture
UNP
Uniform numbering plan
UPS
Uninterruptible power supply

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USOP
User service-order profile
UUCP
UNIX-to-UNIX Communications Protocol
UUI
User-to-user information

V
VAR
Value-added reseller
VDN
See vector directory number (VDN).
vector directory number (VDN)
An extension that provides access to the Vectoring feature on the switch. Vectoring allows a customer to
specify the treatment of incoming calls based on the dialed number.
vector-controlled split
A hunt group or ACD split administered with the vector field enabled. Access to such a split is possible only
by dialing a VDN extension.
VIS
Voice Information System
VLSI
Very-large-scale integration
VM
Voltmeter
VNI
Virtual nodepoint identifier
voice terminal
A single-line or multiappearance telephone.

W
WATS
See Wide Area Telecommunications Service (WATS).
WCC
World-Class Core
WCR
World-Class Routing
WCTD
World-Class Tone Detection

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WFB
Wireless fixed base
Wide Area Telecommunications Service (WATS)
A service in the United States that allows calls to certain areas for a flat-rate charge based on expected usage.
wideband
A circuit-switched call at a data rate greater than 64 kbps. A circuit-switched call on a single T1 or E1 facility
with a bandwidth between 128 and 1536 (T1) or 1984 (E1) kbps in multiples of 64 kbps. H0, H11, H12, and
N x DS0 calls are wideband.
wideband access endpoint
Access endpoints, extended with wideband switching to include wideband access endpoints. A wideband
access endpoint consists of one or more contiguous DS0s on a line-side T1 or E1 facility and has an
extension. The Administered Connections feature provides call control for calls originating from wideband
access endpoints.
wink-start tie trunk
A trunk with which, after making a connection with a distant switching system for an outgoing call, the
system waits for a momentary signal (wink) before sending the digits of the called number. Similarly, on an
incoming call, the system sends the wink signal when ready to receive digits.
work mode
One of four states (Auto-In, Manual-In, ACW, AUX-Work) that an ACD agent can be in. Upon logging in, an
agent enters AUX-Work mode. To become available to receive ACD calls, the agent enters Auto-In or
Manual-In mode. To do work associated with a completed ACD call, an agent enters ACW mode.
work state
An ACD agent may be a member of up to three different splits. Each ACD agent continuously exhibits a work
state for every split of which it is a member. Valid work states are Avail, Unstaffed, AUX-Work, ACW, ACD
(answering an ACD call), ExtIn, ExtOut, and OtherSpl. An agent’s work state for a particular split may
change for a variety of reasons (example: when a call is answered or abandoned, or the agent changes work
modes). The BCMS feature monitors work states and uses this information to provide BCMS reports.
write operation
The process of putting information onto a storage medium, such as a hard disk.
WSA
Waiting session accept
WSS
Wireless Subscriber System

Z
ZCS
Zero Code Suppression

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Index

IN-1

Index
Numerics

3-burst ringing, 3-14

A
AAR and ARS
interactions
Call Vectoring, 3-67
Look Ahead (LAI) Interflow, 3-109
AAR/ARS Partitioning
interactions
VDN in a Coverage Path, 3-190
AAS, 4-4
Abandoned Call Search, 3-4 to 3-5
interactions
Call Management System (CMS), 3-5
Redirection on No Answer (RONA), 3-145
Abbreviated Dialing (AD)
interactions
Agent Call Handling, 3-20
Expert Agent Selection (EAS), 3-87
Reason Codes, 3-139
ACD Login Identification Length, 4-17
Activate on Oldest Call Waiting, 3-75
ACW, 3-74
ACW Agents Considered Idle, 4-16
ACW Considered Idle, 3-74
Add/Remove Skills
interactions
Expert Agent Selection (EAS), 3-87
Service Observing, 3-172
, 3-6, 3-6, 3-7
forms, 3-6, 3-74
interactions
Auto Available Split (AAS), 3-7
Basic Call Management System
(BCMS), 3-6, 3-7
Call Management System (CMS), 3-6
Expert Agent Selection (EAS), 3-6
Expert Agent Selection–preference handling distribution (EAS–PHD), 3-7
VuStats, 3-6, 3-7
Adjunct CMS Release, 4-17
adjuncts
Inbound Call Management (ICM)
applications, 3-92
processors, 3-92
speech processing, 3-94
adjust-by, 3-51
administering, 3-73

Administration without Hardware (AWOH)
interactions
Expert Agent Selection (EAS), 3-87
Affect Agent Occupancy, 4-28
after call work (ACW)
buttons, 3-34
modes, 3-13
states, 3-6
Agent Call Handling, 3-8 to 3-22
after call work (ACW) modes, 3-13
agent sizing, 3-16
agents assigned to hunt group and ACD
calls, 3-20
agents with automatic answer, 3-19
answering options, 3-11
Assist buttons/feature access codes
(FAC), 3-14
Audio Difficulty buttons, 3-15
auto-in modes, 3-12
automatic answer, 3-11
Automatic Call Distribution (ACD) work
modes, 3-12
auxiliary (AUX) work modes, 3-10, 3-12
button assignments, 3-19
CALLMASTER phones, 3-11, 3-15
CALLMASTER voice terminals, 3-20
cancelling timed after call work (ACW), 3-13
considerations, 3-18
description, 3-10
expanded technical information, 3-16
forms, 3-8
headsets, 3-19
home agents, 3-13
hunt group calls, 3-20
interactions
Abbreviated Dialing (AD), 3-20
Auto Available Split (AAS), 3-20
Bridged Call Appearance, 3-20
Call Coverage, 3-20
Call Forwarding, 3-20
Call Pickup, 3-21
call work codes (CWC), 3-15, 3-21
CallVisor ASAI, 3-8, 3-21
CenterVu CMS, 3-19
CentreVu CMS, 3-21
Conference—Attendant, 3-21
Conference—Terminal, 3-21
Expert Agent Selection (EAS), 3-21
Multiple Call Handling (MCH), 3-21
Transfer, 3-22
VDN of Origin Announcement
(VOA), 3-197
vector directory number (VDN)
override, 3-22
Voice Response Integration (VRI), 3-22
logins/logouts, 3-10
manual answer, 3-11
manual-in modes, 3-13

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IN-2
Agent Call Handling, (continued)
most idle agent (MIA) queues, 3-12
Release buttons, 3-18
splits, 3-12, 3-19
stroke counts, 3-14, 3-16
supervisory assistance, 3-14
timed after call work (ACW), 3-13, 3-19
Agent LoginID form, 3-74, 4-2 to 4-6
agent selection
adjust-by, 3-51
agent selection methods, 3-76
features that work together, 3-80
Least Occupied Agent (LOA), 3-84
what happens during agent surplus
conditions, 3-77
agents
see also most idle agents (MIA)
ACD work modes, 3-12, 3-146
answering options, 3-11
automatic message waiting lights, 3-36
capacities, see sizing
considerations
Automatic Answer, 3-19
Automatic Call Distribution (ACD), 3-20
data screen delivery applications, 3-92
greatest need routing, 3-84
home agents
Redirection on No Answer
(RONA), 3-142, 3-150
timed after call work (ACW), 3-13
VDN of Origin Announcement
(VOA), 3-198
hunt group calls, 3-20
logins, see under logins
logouts, see under logouts
move agent requests, 3-25, 3-116
multiple skills, 3-139
origination and termination restrictions, 3-37
pacing, 3-13, 3-19
personal calls, 3-86
sizing, 3-16, 3-36
skill level routing, 3-84
supervisory assistance, 3-14
Voice Response Integration (VRI), 3-203
VuStats data, 4-53
algorithms
Least Occupied Agent (LOA), 3-84
Most Idle Agent (MIA), 3-84
Allow VDN Override, 4-34
AMD, 4-30
ANI/II-Digits, 4-20
announcements
see also Recorded Announcement and VDN
of Origin Announcement (VOA)
delay announcements, 3-149
first, 3-30
forced first, 3-30
rules, 3-32
second, 3-31

announcements, (continued)
splits, 3-29
Voice Response Integration (VRI), 3-206
Announcements/Audio Sources, 3-64
answer supervision
Voice Response Integration (VRI), 3-203
application plan, 4-7
ASAI
interactions
VDN in a Coverage Path, 3-190
ASAI Routing, 4-20
AT&T Intelligent Call Processing (ICP)
service, 3-62
Attendant
interactions
VDN in a Coverage Path, 3-190
attendant
interactions
Redirection on No Answer (RONA), 3-147
Attendant Call Waiting
call waiting tones, 3-35
interactions
Automatic Call Distribution (ACD), 3-38
Service Observing, 3-170
Attendant Control of Trunk Group Access
interactions
Call Vectoring, 3-67
Look Ahead Interflow (LAI), 3-109
Attendant Display
interactions
Queue Status Indications, 3-135
Attendant Intrusion (Call Offer)
interactions
Automatic Call Distribution (ACD), 3-38
Attendant Recall
interactions
Call Vectoring, 3-67
Attendant Vectoring, 4-20, 4-34
Audio Difficulty buttons, 3-15
audio transmission quality, 3-15
audiotex applications, 3-200
AUDIX, 4-4
interactions
Auto Available Split (AAS), 3-24
Expert Agent Selection (EAS), 3-87
VDN in a Coverage Path, 3-190
Voice Response Integration (VRI), 3-207
AUDIX Name, 4-35
AUDIX Name for Messaging, 4-4
Authorization Codes
interactions
Call Prompting, 3-63
Call Vectoring, 3-67
Look Ahead Interflow (LAI), 3-109
Auto Answer, 4-5
auto answer terminals, see under voice terminals

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

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July 2001

Index

IN-3
Auto Available Split (AAS), 3-23 to 3-25
interactions
Add/Remove Skills, 3-7
Agent Call Handling, 3-20
AUDIX, 3-24
auto answer terminals, 3-25
Call Management System (CMS), 3-25
Expert Agent Selection (EAS), 3-87
Reason Codes, 3-139
Redirection on No Answer (RONA), 3-145
VDN of Origin Announcement
(VOA), 3-197
Voice Response Integration (VRI), 3-203
Auto Reserve Agents, 3-74, 3-76
auto-in work modes, 3-12, 3-23
automated agent staffing adjustments, 3-76
Auto Reserve Agents, 3-76
Dynamic Percentage Adjustment, 3-76
Dynamic Threshold Adjustment, 3-76
Automated Attendant
interactions
Call Prompting, 3-61
automatic answering
agent answering options, 3-11
Expert Agent Selection (EAS), 3-87
handsets, 3-19
headsets, 3-19
Redirection on No Answer (RONA), 3-147
speakerphones, 3-19
Voice Response Integration (VRI), 3-203
Automatic Call Distribution (ACD), 3-26 to 3-40
ACD splits, see under splits
agents
answering options, 3-11
considerations, 3-37
logins/logouts, 3-10, 3-85
sizing, 3-36
announcements, 3-29, 3-32, 3-36
call handling preferences, 3-34
changing hunt groups, 3-38
considerations, 3-36
dialed number identification service
(DNIS), 3-37
direct agent calling (DAC), 3-33
first announcements, 3-30
forced disconnects, 3-32
forced first announcements, 3-30
forms, 3-28
interactions
Attendant Call Waiting, 3-38
Attendant Intrusion (Call Offer), 3-38
Automatic Callback (ACB), 3-38
Call Coverage, 3-38
Call Forwarding, 3-39
Class of Restriction (COR), 3-37
Data Call Setup, 3-39
Data Restriction, 3-39

Automatic Call Distribution (ACD),
interactions, (continued)
Distributed Communications System
(DCS), 3-39
Hold, 3-40
hunt group night service, 3-40
Individual Attendant Access, 3-40
Intercom—Dial, 3-39
Internal Automatic Answer (IAA), 3-40
Intraflow and Interflow, 3-40
Multiappearance Preselection and
Preference, 3-40
Phone Display, 3-40
Service Observing, 3-37
Terminating Extension Group (TEG), 3-40
Transfer, 3-40
VDN in a Coverage Path, 3-190
leave word calling messages, 3-36
MIA across splits/skills, 3-36
preference handling distribution (EAS—
PHD), 1-20
queue status indications, 3-33
queues, 3-29, 3-33
second announcements, 3-31
skills, see Expert Agent Selection (EAS)
split queues, 3-32
split supervisor, 3-26
trunk groups, 3-37
typical arrangements, 3-27
vector controlled splits, 3-38
work modes, 3-12
Automatic Callback (ACB)
interactions
Automatic Call Distribution (ACD), 3-38
Call Vectoring, 3-67
Automatic Wakeup
interactions
VDN of Origin Announcement
(VOA), 3-198
AUX Reason Codes, 3-136
Aux Work, 4-28
Aux Work Reason Code Type, 4-16
auxiliary (AUX) work modes
Agent Call Handling, 3-10
lights, 3-12
Reason Codes, 3-136, 3-137
Redirection on No Answer (RONA), 3-141
skills, 3-141
splits, 3-12, 3-141
auxiliary queue warning lights, 3-135
auxiliary trunks (aux-trunks), 3-196
Auxiliary Work buttons, 3-38
Avaya
Corporate Security, 1-xxiv
Avaya National Customer Care Center Support
Line, 1-xxiv

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

Issue 4
July 2001

Index

IN-4

B
Basic, 4-20
Basic Call Management System
(BCMS), 3-41 to 3-43
interactions
Add/Remove Skills, 3-6, 3-7
Best Service Routing (BSR), 3-55
Call Management System (CMS), 3-43
Look Ahead Interflow (LAI), 3-109
Night Service, 3-43
Reason Codes, 3-139
Redirection on No Answer (RONA), 3-144
Service Observing, 3-170
system measurements, 3-43
Voice Response Integration (VRI), 3-204
VuStats, 3-216
reports, 3-41
statistics, 3-208
BCMS, 4-9
BCMS Split (AGENT) Status report, 3-144
BCMS/VuStats Login IDs form, 4-9 to 4-11
BCMS/VuStats Abandon Call Timer, 4-17
BCMS/VuStats Measurement Interval, 4-17
Best Service Routing, 4-7
Best Service Routing (BSR), 3-44 to 3-58
administering multi-site BSR, 3-49
benefits of, 3-45
call vectoring, 3-50
agent surplus situations, 3-51
call surplus situations, 3-50
commands for multi-site BSR, 3-54
commands for single-site BSR, 3-52
interactions
Agent Terminal Display, telephone display
of collected digits, collected digits, 3-55
Basic Call Management System
(BCMS), 3-55
BSR/LAI, Look-Ahead Interflow, 3-55
Call Vectoring, 3-55
Direct Department Calling, 3-56
Expert Agent Selection (EAS), 3-56
Facility Restriction Levels, 3-56
Information Forwarding, 3-102
ISDN, 3-56
Manufacturer Specific Information
(MSI), 3-56
Multi-Split/Skill Queuing, 3-57
Network Access, 3-57
Operating Support System Interface
(OSSI), 3-57
QSIG, 3-58
Redirection on No Answer (RONA), 3-58
Service Observing, 3-58

Best Service Routing (BSR),
interactions, (continued)
Transfer, 3-58
Trunk Code Access (TAC), 3-58
VDN Override, 3-58
VDN Return Destination, 3-58
VuStats, 3-58
network requirements, 3-47
switch requirements, 3-46
types of, 3-44
Bridged Call Appearance
interactions
Agent Call Handling, 3-20
Call Vectoring, 3-67
Service Observing, 3-170
BSR, 4-21
BSR Application, 4-35
BSR Available Agent Strategy, 4-36
Busy Verification of Terminals and Trunks
(Verify)
interactions
Call Vectoring, 3-68
Service Observing, 3-170
button assignments
Agent Call Handling, 3-19
VDN extensions, 3-66

C
Call Center
Abandoned Call Search, 3-4
Add/Remove Skills, 3-6
Agent Call Handling, 3-8
Auto Available Split (AAS), 3-23
Automatic Call Distribution (ACD), 3-26
AUX Reason Codes, 3-136
Basic Call Management System
(BCMS), 3-41
Best Service Routing (BSR), 3-44
Call Management System (CMS), 3-59
Call Prompting, 3-61
Call Vectoring, 3-64
CentreVu Advocate, 3-72
Expert Agent Selection (EAS), 3-81
Inbound Call Management (ICM), 3-90
Information Forwarding, 3-97
Intraflow and Interflow, 3-97
Look Ahead Interflow (LAI), 3-106, 3-118,
3-153
Multiple Call Handling (MCH), 3-112
Queue Status Indications, 3-134
Redirection on No Answer (RONA), 3-140
Universal Call ID (UCID), 3-174
VDN in a Coverage Path (VICP), 3-174
VDN of Origin Announcement (VOA), 3-194
VuStats, 3-208

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

Issue 4
July 2001

Index

IN-5
Call Center features
Voice Response Integration (VRI), 3-200
Call Center System Parameters, 4-12
Call Center System Parameters form, 4-12
Call Classification After Answer
Supervision, 4-15
Call Coverage
interactions
Agent Call Handling, 3-20
Automatic Call Distribution (ACD), 3-38
Call Vectoring, 3-68
Intraflow and Interflow, 3-105
Redirection on No Answer (RONA), 3-148
Service Observing, 3-170
VDN in a Coverage Path, 3-190
VDN of Origin Announcement
(VOA), 3-197
Call Detail Recording (CDR)
forced entry of account codes (FEAC)
Call Vectoring, 3-69
interactions
Call Vectoring, 3-68
Look Ahead Interflow (LAI), 3-109
Redirection on No Answer (RONA), 3-148
Voice Response Integration (VRI), 3-204
intraswitch CDR, 3-205
Call Forwarding
call forwarding—all calls
Automatic Call Distribution (ACD), 3-39
Redirection on No Answer (RONA), 3-149
interactions
Agent Call Handling, 3-20
Call Vectoring, 3-68
Expert Agent Selection (EAS), 3-88
VDN in a Coverage Path, 3-190
VDN of Origin Announcement
(VOA), 3-197
Call Handling Preference, 4-3
call handling preferences, 3-34, 3-84
features that work together, 3-79
where administered, 3-75
Call Management System (CMS), 3-59
CMS stroke counts, 3-14
interactions
Abandoned Call Search, 3-5
Add/Remove Skills, 3-6
Auto Available Split (AAS), 3-25
Basic Call Management System
(BCMS), 3-43
Queue Status Indications, 3-135
Reason Codes, 3-139
Redirection on No Answer (RONA), 3-144
Service Observing, 3-170
Voice Response Integration (VRI), 3-204
VuStats, 3-216

Call Park
interactions
Call Vectoring, 3-69
Expert Agent Selection (EAS), 3-88
Service Observing, 3-170
VDN in a Coverage Path, 3-191
Voice Response Integration (VRI), 3-204
Call Pickup
directed call pickup, 3-88
interactions
Agent Call Handling, 3-21
Expert Agent Selection (EAS), 3-88
Redirection on No Answer (RONA), 3-149
Service Observing, 3-170
VDN of Origin Announcement
(VOA), 3-197
Voice Response Integration (VRI), 3-204
Call Prompting, 3-61 to 3-63
applications
Automated Attendant, 3-61
caller information forwarding (CINFO)
routing, 3-61
data collection, 3-61
data in/voice answer (DIVA)
capability, 3-61
Inbound Call Management (ICM), 3-92
message collection option, 3-61
interactions
Authorization Codes, 3-63
CallVisor ASAI, 3-63
Hold, 3-63
Inbound Call Management (ICM), 3-63,
3-96
Look Ahead Interflow (LAI), 3-110
Transfer, 3-63
Voice Response Integration (VRI), 3-202
VuStats, 3-216
Call Selection, 3-75
call selection, 3-75
Call Selection Measurement, 3-74, 4-16
Call Selection Override, 3-75
Call Vector, 3-64
Call Vector form, 4-18 to 4-19
Call Vectoring, 3-64 to 3-71
see also Look Ahead Interflow (LAI)
interactions
AAR and ARS, 3-67
Attendant Control of Trunk Group
Access, 3-67
Attendant Recall, 3-67
Authorization Codes, 3-67
Automatic Callback (ACB), 3-67
Best Service Routing (BSR), 3-55
Bridged Call Appearance, 3-67
Busy Verification of Terminals and Trunks
(Verify), 3-68

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

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July 2001

Index

IN-6
Call Vectoring,
interactions, (continued)
Call Coverage, 3-68
Call Detail Recording (CDR), 3-68
Call Forwarding, 3-68
Call Park, 3-69
Call Waiting Termination, 3-69
Class of Restriction (COR), 3-69
Code Calling Access, 3-69
Conference—Attendant, 3-69
Conference—Terminal, 3-69
Data Restriction, 3-69
Demand Print, 3-67
Facility Busy Indication, 3-69
Facility Restriction Levels (FRL) and Traveling Class Marks (TCM), 3-69, 3-71
Facility Test Calls, 3-69
forced entry of account codes
(FEAC), 3-69
Individual Attendant Access, 3-69
Integrated Directory, 3-70
Intercept Treatment, 3-70
Inter-PBX Attendant Service (IAS), 3-70
Intraflow and Interflow, 3-70
Leave Word Calling (LWC), 3-70
Night Service, 3-70
Priority Calling, 3-70
Property Management System (PMS)
Interface, 3-70
Recorded Announcement, 3-70
Redirection on No Answer (RONA), 3-70,
3-149
Ringback Queuing, 3-70
Send All Calls (SAC), 3-71
Time of Day (TOD) Routing, 3-71
timed after call work (ACW), 3-71
Timed Reminder and Attendant
Timers, 3-71
Transfer, 3-71
VDN in a Coverage Path, 3-71, 3-191
Call Waiting Termination
interactions
Call Vectoring, 3-69
call work codes (CWC)
Agent Call Handling, 3-15, 3-21
forced entries, 3-16
lights, 3-15
Multiple Call Handling (MCH), 3-116
Service Observing, 3-170
VuStats, 3-216
caller information forwarding (CINFO) routing
Call Prompting, 3-61
Calling Party Number/Billing Number
(CPN/BN), 3-92

CALLMASTER phones
Agent Call Handling, 3-11, 3-15
CALLMASTER voice terminals
Agent Call Handling, 3-20
VuStats display, 3-208
CALLR-INFO buttons, 3-62
CallVisor ASAI
interactions
Agent Call Handling, 3-8, 3-21
Call Prompting, 3-63
Reason Codes, 3-139
Redirection on No Answer (RONA), 3-146
Service Observing, 3-170
VDN of Origin Announcement
(VOA), 3-197
Voice Response Integration (VRI), 3-203
CallVisor/PC, 3-90
CenterVu CMS, 3-21
central offices (COs)
Abandoned Call Search, 3-4
timely disconnect supervision, 3-4
Centralized Attendant Service (CAS)
interactions
Look Ahead Interflow (LAI), 3-110
CentreVu Advocate, 3-72, 3-72, 3-73
considerations, 3-79
definition, 3-72
feature combinations to avoid, 3-80
feature compatibility, 3-79
forms, 3-73
CentreVu CMS, 3-19
Change, 4-42
CINFO, 4-21
Class of Restriction (COR)
ACD splits, 3-37
interactions
Call Vectoring, 3-69
Expert Agent Selection (EAS), 3-88
VDN in a Coverage Path, 3-192
Voice Response Integration (VRI), 3-204
Class of Service (COS)
interactions
Expert Agent Selection (EAS), 3-88
Clear VuStats Shift Data, 4-17
Code Calling Access
interactions
Call Vectoring, 3-69
combining agent and call selection
methods, 3-77
Conference
interactions
VDN in a Coverage Path, 3-192
Conference—Attendant
interactions
Agent Call Handling, 3-21
Call Vectoring, 3-69

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

Issue 4
July 2001

Index

IN-7
Conference—Terminal
interactions
Agent Call Handling, 3-21
Call Vectoring, 3-69
VDN of Origin Announcement
(VOA), 3-197
Voice Response Integration (VRI), 3-204
consider split/location adjust-by x, 3-52
considerations
VDN in a Coverage Path, 3-189
Consult
interactions
VDN in a Coverage Path, 3-192
conventions used, 1-xix
CONVERSANT voice information system (CVIS)
host/adjunct call routing, 3-95
Inbound Call Management (ICM), 3-90, 3-92
converse commands, 3-171
Converse First Data Delay/Second Data
Delay, 4-14
converse-on vector command, 3-200
Converse Signaling Tone/Pause, 4-14
converse splits, see under splits
converse-on vector command, 3-19
COR, 4-3, 4-34
Corporate Security, 1-xxiv
Coverage Incoming Call Identification (ICI)
incoming call ID tones, 3-20
Coverage Path, 4-3

D
Data Call Setup
interactions
Automatic Call Distribution (ACD), 3-39
Data Field Character, 4-42
data in/voice answer (DIVA) capability, 3-61
Data Restriction
interactions
Automatic Call Distribution (ACD), 3-39
Call Vectoring, 3-69
VDN of Origin Announcement
(VOA), 3-198
data screen delivery, 3-93
Data Type, 4-44
dates, 4-23
default codes, 3-138
Demand Print
interactions
Call Vectoring, 3-67
Description, 4-23
dial ahead digits, 3-202
dialed number identification service
(DNIS), 3-37, 3-171
Direct Agent Announcement Delay, 4-13
Direct Agent Announcement Extension, 4-13

direct agent calling (DAC)
Automatic Call Distribution (ACD), 3-33
call handling preferences, 3-34
Expert Agent Selection (EAS), 3-86
Inbound Call Management (ICM), 3-92, 3-96
Multiple Call Handling (MCH), 3-116
Reason Codes, 3-139
Redirection on No Answer (RONA), 3-150
RONA routing sequences, 3-143
Service Observing, 3-171
VDN of Origin Announcement (VOA), 3-198
Direct Agent Calls First, 4-3
Direct Agent Skill, 4-3
direct department calling (DDC)
Redirection on No Answer (RONA), 3-150
Voice Response Integration (VRI), 3-204
disconnect supervision, 3-4
disconnects, forced, 3-32
Display Interval, 4-42
displays
RONA calling/called number displays, 3-149
Distributed Communications System (DCS)
interactions
Automatic Call Distribution (ACD), 3-39
Service Observing, 3-171
Voice Response Integration (VRI), 3-204
Dynamic Percentage Adjustment, 3-74, 3-76
Dynamic Queue Position, 3-74
where administered, 3-74
Dynamic Threshold Adjustment, 3-75, 3-76

E
EAD-LOA, 1-20, 3-29, 3-77, 3-80
EAD-MIA, 1-20, 3-29, 3-77, 3-80
EAS, 4-20
End, 4-23
entering on Holiday Table, 4-23
Expected Call Handling Time, 3-74
Expert Agent Selection (EAS), 3-81 to 3-89
agent administration, 3-83
agent login IDs, 3-85, 3-86
call distribution, 3-84
call handling preference, 3-84
considerations, 3-86
direct agent announcement (DAA)
capabilities, 3-82
forms, 3-83
direct agent calling (DAC), 3-86
expert agent distribution (EAD), 3-84
forms, 3-81, 3-144
interactions
Abbreviated Dialing (AD), 3-87
Add/Remove Skills, 3-6, 3-87
Administration without Hardware
(AWOH), 3-87
Agent Call Handling, 3-21

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

Issue 4
July 2001

Index

IN-8
Expert Agent Selection (EAS),
interactions, (continued)
AUDIX, 3-87
Auto Available Split (AAS), 3-87
automatic answering, 3-87
Best Service Routing (BSR), 3-56
Call Forwarding, 3-88
Call Park, 3-88
Call Pickup, 3-88
Class of Restriction (COR), 3-88
Class of Service (COS), 3-88
directed call pickup, 3-88
Leave Word Calling (LWC), 3-89
Look Ahead Interflow (LAI), 3-89
message waiting lights, 3-89
Queue Status Indications, 3-89
Service Observing, 3-89
supervisor assist, 3-87
VDN of Origin Announcement
(VOA), 3-198
Voice Response Integration (VRI), 3-204
Voice Terminal Display, 3-88
VuStats, 3-89
work modes, 3-87
Multiple Call Handling (MCH), 3-112
personal calls, 3-86
uniform call distribution (UCD), 3-84
vector administration, 3-83
Vector Directory Number (VDN)
administration, 3-83
Expert Agent Selection (EAS) Enabled, 4-13
Expert Agent Selection–preference handling
distribution (EAS–PHD)
Add/Remove Skills, 3-7
VuStats, 3-216
Extension, 4-33

F
Facility Busy Indication
interactions
Call Vectoring, 3-69
Facility Restriction Levels (FRL) and Traveling
Class Marks (TCM)
interactions
Call Vectoring, 3-69, 3-71
Look Ahead Interflow (LAI), 3-110
Facility Test Calls
interactions
Call Vectoring, 3-69
failures
voice response units (VRU), 3-141
feature access codes (FAC)
agent login, 3-10
skill changes, 3-6

feature compatibility, 3-79
features that work together, 3-80
Feature-Related System Parameters, 3-65
Feature-Related System Parameters form, 3-74,
4-17
fields that do not allow, 3-65
first announcements, 3-30
forced disconnects, 3-32
forced first announcements, 3-30
Format, 4-44
Format Description, 4-43
Format Number, 4-41

G
G3V4 Adv Route, 4-21
G3V4 Enhanced, 4-20
Greatest Need, 3-79
Greatest Need with Service Objective, 3-76
Greatest Need without Service Objective, 3-76

H
headsets
Agent Call Handling, 3-19
automatic answering, 3-19
Historical Split report, 3-144
Hold
interactions
Automatic Call Distribution (ACD), 3-40
Call Prompting, 3-63
Service Observing, 3-171
VDN of Origin Announcement
(VOA), 3-198
Voice Response Integration (VRI), 3-204
Hold—Automatic
interactions
Multiple Call Handling (MCH), 3-116
Voice Response Integration (VRI), 3-204
Holiday Table, 3-65
Holiday table, 4-22
Holiday Table form, 4-22, 4-22
host routing, 3-95
Hunt Group, 3-64
Hunt Group form, 3-74, 4-25
hunt group types
group type, 3-75
Hunt Groups
ACD splits, 3-26
interactions
VDN in a Coverage Path, 3-192
VDN of Origin Announcement
(VOA), 3-198
Voice Response Integration (VRI), 3-205

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

Issue 4
July 2001

Index

IN-9

I
Inbound Call Management (ICM), 3-90 to 3-96,
3-96
adjuncts, 3-90, 3-95
applications
adjunct applications, 3-92
agent data screen delivery, 3-92
Call Prompting, 3-92
Calling Party Number/Billing Number
(CPN/BN), 3-92
direct agent calling (DAC), 3-92
voice response units (VRU), 3-92
configurations, 3-93, 3-94
considerations, 3-96
CONVERSANT voice information system
(CVIS), 3-90
displays, 3-90
forms, 3-91
host applications, 3-90
host routing, 3-95
integration with speech delivery, 3-94
interactions
Call Prompting, 3-63, 3-96
direct agent calling (DAC), 3-96
Look Ahead Interflow (LAI), 3-110
Priority Calling, 3-96
Redirection on No Answer (RONA), 3-150
Individual Attendant Access
interactions
Automatic Call Distribution (ACD), 3-40
Call Vectoring, 3-69
Information Forwarding, 3-97 to 3-102
Administering UUI Transport, 3-97
Determining User Information Needs, 3-100
interactions
Best Service Routing, 3-102
Shared UUI Administration, 3-98
Support of New Features, 3-100
Testing, 3-101
Troubleshooting, 3-102
Integrated Directory
interactions
Call Vectoring, 3-70
Service Observing, 3-170
VuStats, 3-216
Inter-PBX Attendant Service (IAS)
interactions
Call Vectoring, 3-70
Intercept Treatment
interactions
Call Vectoring, 3-70

Intercom—Dial
interactions
Automatic Call Distribution (ACD), 3-39
Interflow VDN, 4-8
Interflow-qpos EWT Threshold, 4-14
Internal Automatic Answer (IAA)
interactions
Automatic Call Distribution (ACD), 3-40
Inter-PBX Attendant Service (IAS)
interactions
Call Vectoring, 3-70
Intraflow and Interflow, 3-103 to 3-105
ACD call redirection options, 3-103
interactions
Automatic Call Distribution (ACD), 3-40
Call Coverage, 3-105
Call Vectoring, 3-70
Temporary Bridged Appearance, 3-105
IP trunk member port-ID
trunk member port ID conversion, 3-60
ISDN
interactions
Voice Response Integration (VRI), 3-205

L
LAI, 4-21
Least Occupied Agent (LOA), 3-84
where administered, 3-74
Leave Word Calling (LWC)
interactions
Call Vectoring, 3-70
Expert Agent Selection (EAS), 3-89
Service Observing, 3-171
LOA, 3-74
Location Name, 4-8
Location Number, 4-8
Lock, 4-8, 4-20
logical agent IDs, 3-161
Login ID, 4-3, 4-10
LoginID for ISDN Display, 4-4
logins
Agent Call Handling, 3-10
Auto Available Split (AAS), 3-24
Automatic Call Distribution (ACD), 3-10
Expert Agent Selection (EAS), 3-85
Logout, 4-28
Logout Reason Code Type, 4-16
logouts (agent)
Agent Call Handling, 3-10
Auto Available Split (AAS), 3-24
Automatic Call Distribution (ACD), 3-10
AUX Reason Codes, 3-137
Redirection on No Answer (RONA), 3-145

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

Issue 4
July 2001

Index

IN-10
Look Ahead Interflow (LAI), 3-106 to 3-111,
3-118, 3-153
see also Call Vectoring
interactions
AAR and ARS, 3-109
Agent Terminal Display, 3-109
Attendant Control of Trunk Group
Access, 3-109
Authorization Codes, 3-109
Basic Call Management System
(BCMS), 3-109
Call Detail Recording (CDR), 3-109
Call Prompting, 3-110
Centralized Attendant Service
(CAS), 3-110
Expert Agent Selection (EAS), 3-89
Facility Restriction Levels (FRL) and
Traveling Class Marks (TCM), 3-110
Inbound Call Management (ICM), 3-110
Service Observing, 3-171
Trunk to Trunk Transfer, 3-111
VDN of Origin Announcement
(VOA), 3-198
VDN Override, 3-111
Voice Response Integration (VRI), 3-205
testing, 3-108
Look-Ahead Interflow
interactions
VDN in a Coverage Path, 3-192
LWC Reception, 4-4

M
manual answer, see under agents
manual-in work modes, 3-13
Maximum Suppression Time, 4-8
Measured, 4-34
MEGACOM 800 service, 3-37
message centers
Redirection on No Answer (RONA), 3-150
Voice Response Integration (VRI), 3-205
message collection options, 3-61
Message Waiting Lamp Indicates Status
For, 4-14
message waiting lights
Expert Agent Selection (EAS), 3-89
Messaging Server, 4-35
Messaging Server Name for Messaging, 4-4
MIA Across Splits or Skills, 4-16
Minimum Agent-LoginID Password Length, 4-13

most idle agents (MIA)
across splits or skills, 1-19
across splits/skills, 3-36
MIA algorithm, 3-84
queues, 3-12
skills, 3-85
splits, 3-85
move agent requests, 3-171, 3-172
multiappearance phones
Agent Call Handling, 3-15
Multiappearance Preselection and Preference
interactions
Automatic Call Distribution (ACD), 3-40
Multimedia, 4-19
Multiple Call Handling (MCH), 3-112 to 3-117
applications, 3-112
considerations, 3-115
example, 3-114
forms, 3-112
interactions
Agent Call Handling, 3-21
call work codes (CWC), 3-116
direct agent calling (DAC), 3-116
Expert Agent Selection (EAS), 3-112
Hold—Automatic, 3-116
move agent while staffed, 3-116
nonACD calls, 3-116
queues, 3-117
Redirection on No Answer
(RONA), 3-117, 3-150
restricted line appearance, 3-117
Service Observing, 3-172
stroke counts, 3-116
settings
many forced, 3-114
on request splits/skills, 3-113
one forced, 3-113
one per skill MCH, 3-114
work modes, 3-115
multiple splits, see under splits
Music, 3-65
music on delay, 3-172
Music on Hold Access
interactions
Redirection on No Answer (RONA), 3-150
Service Observing, 3-172
Voice Response Integration (VRI), 3-205
Music/Tone on Hold, 3-65

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

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July 2001

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IN-11

N
Name, 4-3, 4-8, 4-10, 4-19, 4-22, 4-33, 4-38
National Customer Care Center Support
Line, 1-xxiv
NATO timers, 3-152
Network Redirct, 4-8
Next buttons, 3-214
Next Format Number, 4-42
Night Service
hunt group night service
Automatic Call Distribution (ACD), 3-40
interactions
Basic Call Management System
(BCMS), 3-43
Call Vectoring, 3-70
Service Observing, 3-172
VDN in a Coverage Path, 3-192
night station service
Redirection on No Answer (RONA), 3-151
nonACD calls, 3-116
nonvector controlled splits, see under splits
Number, 4-8, 4-19, 4-22, 4-38, 4-39
Number of Intervals, 4-43
number of queued calls (NQC)
hunt groups, 3-135

O
Object Type, 4-41
Observe on Agent Answer, 4-36
oldest queued times (OQT), 3-135
Overload Thresholds, 3-75

P
PA, 4-5
PAD, 3-74
Password, 4-4
Path Replacement, 3-57, 3-111
Percent Allocation, 3-74, 3-76, 3-79, 4-5
where administered, 3-74
Percent Allocation Distribution (PAD), 1-20,
3-29, 3-77, 3-80
Period, 4-44
Personal CO lines (PCOL)
interactions
VDN in a Coverage Path, 3-192
Phone Display
interactions
Automatic Call Distribution (ACD), 3-40

phones
button assignments, 3-19
Port, 3-65
Port Extension, 4-4
Predicted Wait Time (PWT)
where administered, 3-75
Priority Calling
interactions
Call Vectoring, 3-70
Inbound Call Management (ICM), 3-96
priority queuing, 3-33
Prompting, 4-20
Prompting Timeout, 4-14
Property Management System (PMS) Interface
interactions
Call Vectoring, 3-70

Q
QSIG path replacement, 3-57, 3-111
Queue Status Indications, 3-134 to 3-135, 3-135
interactions
Attendant Display, 3-135
Call Management System (CMS), 3-135
Expert Agent Selection (EAS), 3-89
Redirection on No Answer (RONA), 3-151
Voice Terminal Display, 3-135
VuStats, 3-216
oldest queued times (OQT), 3-135
queues
most idle agents (MIA), 3-12
Multiple Call Handling (MCH), 3-117
number of queued calls (NQC), 3-135
oldest queued times (OQT), 3-135
priority levels, 3-33
Redirection on No Answer (RONA), 3-151
split, 3-32
status indications, 3-33
status indicators, 3-6, 3-216
Voice Response Integration (VRI), 3-200,
3-206

R
R2 multifrequency compelled (MFC) signaling
Voice Response Integration (VRI), 3-206
Reason Code Names form, 4-28
Reason Codes, 3-136 to 3-139
auxiliary (AUX) work modes, 3-137
considerations, 3-138
default codes, 3-138
forced reason codes, 3-137
forms, 3-136

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Reason Codes, (continued)
interactions
Abbreviated Dialing (AD), 3-139
Auto Available Split (AAS), 3-139
Basic Call Management System
(BCMS), 3-139
Call Management System (CMS), 3-139
CallVisor ASAI, 3-139
direct agent calling (DAC), 3-139
multiple skills, 3-139
Redirection on No Answer (RONA), 3-139
VuStats, 3-217
requested reason codes, 3-137
Recorded Announcement
interactions
Call Vectoring, 3-70
Service Observing, 3-172
Redirection on No Answer
(RONA), 3-140 to 3-152
applications, 3-141
auxiliary (AUX) work modes, 3-141
considerations, 3-145
forms, 3-140
home agents, 3-142
interactions
Abandoned Call Search, 3-145
agent logout, 3-145
agent work modes, 3-146
agents in multiple splits, 3-145
attendant return call, 3-147
Auto Available Split (AAS), 3-145
automatic answering, 3-147
Basic Call Management System
(BCMS), 3-144
Best Service Routing (BSR), 3-58
Call Coverage, 3-148
Call Detail Recording (CDR), 3-148
Call Forwarding, 3-149
Call Management System (CMS), 3-144
Call Pickup, 3-149
Call Vectoring, 3-70, 3-149
called number displays, 3-149
calling number displays, 3-149
CallVisor ASAI, 3-146
delay announcements, 3-149
direct agent calling (DAC), 3-150
direct department calling (DDC), 3-150
home agents, 3-150
Inbound Call Management (ICM), 3-150
message center/server service, 3-150
Multiple Call Handling (MCH), 3-117,
3-150
Music on Hold Access, 3-150
Night Service, 3-151
Queue Status Indications, 3-151

Redirection on No Answer (RONA),
interactions, (continued)
queues, 3-151
Reason Codes, 3-139
Service Observing, 3-172
stations, 3-151
VDN in a Coverage Path, 3-193
VDN of Origin Announcement
(VOA), 3-198
Voice Messaging Systems, 3-147
Voice Response Integration (VRI), 3-151,
3-206
NATO timers, 3-152
reports, 3-144
returning AAS agents to service, 3-144
ringing call timers, 3-151
routing sequences, 3-143
split lamp indicators, 3-144
timer descriptions, 3-152
timer interactions, 3-152
vector directory numbers (VDN), 3-140
voice response unit (VRU)
applications, 3-141
wait answer supervision timers
(WAST), 3-152
regulations (for Service Observing), 3-159
Release buttons, 3-18
Remote Access
Service Observing, 3-162
remote service observing, 3-162
Reserve Agents, 3-75
Reserve Level, 4-5
restricted line appearances, 3-117
Return Destination, 4-35
Ringback Queuing
interactions
Call Vectoring, 3-70
ringing call timers, 3-151
RL, 4-5
route-to vector commands, 3-86
route-to number vector command
service observing, 3-172

S
second announcements, 3-31
security alerts
Service Observing, 3-166
Voice Response Integration (VRI), 3-202
Security Code, 4-3
Send All Calls (SAC)
interactions
Call Vectoring, 3-71
Send UCID to ASAI, 4-15
Service Level Supervisor, 3-75
where administered, 3-75

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Guide to ACD Call Centers 555-233-503

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Service Level Supervisor Call Selection
Override, 4-16
Service Level Target, 3-74, 3-75
Service Objective, 3-74, 4-3
where administered, 3-74
Service Objective, Acceptable Service
Level, 4-35
Service Observing, 3-159 to 3-173
activation allowed (after observe
activated), 3-165
activation allowed (at time of
activation), 3-164
button light indicators, 3-163
button restrictions, 3-166
conferenced calls, 3-169
considerations, 3-168
indicators (to observers), 3-163
ineligibility, 3-168
interactions
Add/Remove Skills, 3-172
assists, 3-170
Attendant Call Waiting, 3-170
Automatic Call Distribution (ACD), 3-37
Basic Call Management System
(BCMS), 3-170
Bridged Call Appearance, 3-170
Busy Verification of Terminals and Trunks
(Verify), 3-170
Call Coverage, 3-170
Call Management System (CMS), 3-170
Call Park, 3-170
Call Pickup, 3-170
call work codes (CWC), 3-170
CallVisor ASAI, 3-170
conference, 3-171
converse commands, 3-171
converse-on command, 3-171
dialed number identification service
(DNIS), 3-171
direct agent calling (DAC), 3-171
Distributed Communications System
(DCS), 3-171
Expert Agent Selection (EAS), 3-89
groups, 3-172
Hold, 3-171
Integrated Directory, 3-170
Leave Word Calling (LWC), 3-171
Look Ahead Interflow (LAI), 3-171
move agents, 3-171, 3-172
Multiple Call Handling (MCH), 3-172
Music on Hold Access, 3-172
Night Service, 3-172
Recorded Announcement, 3-172
Redirection on No Answer (RONA), 3-172
Route-to number vector command, 3-172
Telephone Display, 3-173

Service Observing,
interactions, (continued)
VDN of Origin Announcement
(VOA), 3-173, 3-198
VOA, 3-172
Voice Response Integration (VRI), 3-206
VuStats, 3-173, 3-217
zip tones, 3-173
logical agent IDs, 3-161
multiple observers, 3-168
observability, 3-168
observing remotely, 3-162
regulations, 3-159
Remote Access, 3-162
security alerts
general security, 3-166
remote access security, 3-167
VDN call security, 3-166
vector initiated security, 3-167
Service Observing buttons, 3-160
skills, 3-168
splits, 3-168
transferred calls, 3-169
trunk calls, 3-168
vector directory numbers (VDN), 3-159,
3-161, 3-162
warning tones, 3-160
Service Observing interactions
transfer, 3-171
Service Observing Warning Tone, 4-15
SIT Ineffective Other, 4-30
SIT Intercept, 4-30
SIT No Circuit, 4-30
SIT Reorder, 4-30
SIT Treatment for Call Classification
form, 4-29 to 4-30
SIT Unknown, 4-30
SIT Vacant Code, 4-30
Skill, 4-35
Skill Level, 3-79, 4-5
Skill Level with Service Objective, 3-76
Skill Level without Service Objective, 3-76
Skill Number, 4-5
skills
agent skill level routing, 3-84
auxiliary (AUX) work modes, 3-141
call handling preferences, 3-34
converse skills, 3-201
multiple skills, 3-139
on request MCH settings, 3-113
Reason Codes, 3-139
Redirection on No Answer (RONA), 3-140,
3-143
Service Observing, 3-168
settings
many forced MCH, 3-114
one forced MCH, 3-113
one per skill MCH, 3-114

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

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July 2001

Index

IN-14
skills, (continued)
vector controlled skills, 3-207
voice response units (VRU), 3-201
VuStats, 3-216
SL, 4-5
SN, 4-5
Sort, 4-38
speakerphones, 3-19
special information tones (SIT), 4-29
speech processing adjuncts, 3-94
splits, 3-208
ACD split queues, 3-29
ACD splits, 3-20, 3-26, 3-37, 3-140
adjunct controlled, 3-146
auxiliary (AUX) work modes, 3-141
bridging, 3-20
converse splits, 3-197, 3-201
login split numbers, 3-10
multiple splits
Automatic Call Distribution (ACD), 3-19
Redirection on No Answer (RONA), 3-145
nonvector controlled splits
Agent Call Handling, 3-19
Automatic Call Distribution (ACD), 3-29
Voice Response Integration (VRI), 3-205
on request MCH settings, 3-113
queues, 3-32
Redirection on No Answer (RONA), 3-140,
3-143
Service Observing, 3-168
settings
many forced MCH, 3-114
one forced MCH, 3-113
supervisors, 3-14, 3-26
vector controlled splits, 3-12, 3-38, 3-207
voice response units (VRU), 3-201
VuStats, 4-59
splits/skills
VuStats, 3-208
Start, 4-23
station ports, B-1
stations
Redirection on No Answer (RONA), 3-151
statistics, see VuStats
Status Poll VDN, 4-8
stroke counts
Call Management System (CMS), 3-14
forced entry, 3-16
Multiple Call Handling (MCH), 3-116
supervisor
assist
buttons, 3-14
Expert Agent Selection (EAS), 3-87
Service Observing, 3-170
VDN of Origin Announcement
(VOA), 3-199
split assignments, 3-26

Switch Node, 4-8
system measurements
Basic Call Management System
(BCMS), 3-43
Voice Response Integration (VRI), 3-207
System Parameters Customer-Options, 3-64
System report, 3-144
System Status report, 3-144

T
T1 connectivity, 3-205
Telephone Display
interactions
Service Observing, 3-173
telephony services servers, 3-90
Temporary Bridged Appearance
interactions
Intraflow and Interflow, 3-105
Terminating Extension Group (TEG)
interactions
Automatic Call Distribution (ACD), 3-40
Terminating Extension Groups
interactions
VDN in a Coverage Path, 3-193
Threshold, 4-45
Time of Day (TOD) Routing
interactions
Call Vectoring, 3-71
timed after call work (ACW)
Agent Call Handling, 3-13, 3-19
Call Vectoring, 3-71
cancelling, 3-13
vector directory numbers (VDN), 3-13
Timed Reminder and Attendant Timers
interactions
Call Vectoring, 3-71
TN, 4-3, 4-34
TN744 call classifier circuit packs, 4-29
TN750C announcement board circuit
packs, 3-196
Toll Fraud, 1-xxiv
tones
call waiting, 3-35
incoming call ID, 3-20
special information tones (SIT), 4-29
warning, 3-160
zip, 3-20, 3-86
touch tone dialing
Voice Response Integration (VRI), 3-207
trademarks, 1-xx

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

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July 2001

Index

IN-15
Transfer
interactions
Agent Call Handling, 3-22
Automatic Call Distribution (ACD), 3-40
Call Prompting, 3-63
Call Vectoring, 3-71
VDN in a Coverage Path, 3-193
VDN of Origin Announcement
(VOA), 3-199
Voice Response Integration (VRI), 3-207
trunk groups
Service Observing trunk, 3-172
VuStats, 4-65
Trunk to Trunk Transfer
interactions
Look Ahead Interflow (LAI), 3-111

U
UCD-LOA, 1-20, 3-29, 3-77, 3-80
UCD-MIA, 1-20, 3-29, 3-77, 3-80
uniform call distribution (UCD)
Voice Response Integration (VRI), 3-207
Universal Call ID (UCID), 3-174, 3-174, 3-188
Administering UCID, 3-185
Before you administer UCID, 3-183
creating, 3-175
interactions
Distributed Communications System
(DCS), 3-183
Remote AUDIX, 3-183
purpose, 3-174
Tandem Calls, 3-183
testing, 3-188
tracking
complex conference, 3-179
CONVERSANT before DEFINITY, 3-182
DEFINITY before CONVERSANT, 3-179,
3-180
incoming trunk calls, 3-176
outgoing trunk calls, 3-177
simple transfer or conference, 3-177
station-to-station calls, 3-176
transmitting, 3-175
Troubleshooting, 3-188
Update Interval, 4-42

V
Validate BCMS/VuStats Login IDs, 4-17
VDN extension, 3-65

VDN in a Coverage Path, 3-189 to 3-192
considerations, 3-189
interactions
AAR/ARS Partitioning, 3-190
ASAI, 3-190
Attendant, 3-190
AUDIX, 3-190
Automatic Call Distribution (ACD), 3-190
Call Coverage, 3-190
Call Fowarding, 3-190
Call Park, 3-191
Call Vectoring, 3-71, 3-191
Class of Restriction (COR), 3-192
Conference, 3-192
Consult, 3-192
Hunt Groups, 3-192
Look-Ahead Interflow, 3-192
Night Service, 3-192
Personal CO lines (PCOL), 3-192
Redirection on No Answer (RONA), 3-193
Terminating Extension Groups, 3-193
Transfer, 3-193
Voice Terminal Display, 3-192
VDN in a Coverage Path (VICP), 3-189
VDN of Origin Annc. Extension, 4-35
VDN of Origin Announcement
(VOA), 3-194 to 3-199
auxiliary trunks (aux-trunks), 3-196
considerations, 3-196
detailed description, 3-195
distribution, 3-199
forms, 3-194
interactions
Agent Call Handling, 3-197
Auto Available Split (AAS), 3-197
Automatic Wakeup, 3-198
Call Coverage, 3-197
Call Forwarding, 3-197
Call Pickup, 3-197
CallVisor ASAI adjunct routing, 3-197
Conference—Terminal, 3-197
converse splits, 3-197
Data Restriction, 3-198
direct agent calling (DAC), 3-198
Expert Agent Selection (EAS), 3-198
Hold, 3-198
home agents, 3-198
Hunt Groups, 3-198
Look Ahead Interflow (LAI), 3-198
Redirection on No Answer (RONA), 3-198
Service Observing, 3-173, 3-198
supervisor assists, 3-199
Transfer, 3-199

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

Issue 4
July 2001

Index

IN-16
VDN of Origin Announcement (VOA), (continued)
multiple announcement boards, 3-196
setting up VOAs, 3-195
vector directory number (VDN)
override, 3-195
VOA Repeat buttons, 3-195
VDN Override
interactions
Look Ahead Interflow (LAI), 3-111
VDN Timed ACW Interval, 4-35
vector commands, 3-52, 3-54
Call Prompting, 3-61
Call Vectoring, 3-64
Inbound Call Management (ICM), 3-95
Vector commands for multi-site BSR
multi-site BSR, 3-54
Vector commands for single-site BSR
Single-site BSR, 3-52
vector controlled splits, see under splits
Vector Directory Number, 3-64
Vector Directory Number form, 3-74,
4-31 to 4-36
administration commands, 4-31
implementation notes–list, 4-36
instructions, 4-32
screen–add/change, 4-32, 4-33
screen–list, 4-33
vector directory numbers (VDN)
Agent Call Handling override, 3-22
Redirection on No Answer (RONA), 3-140
Service Observing, 3-159, 3-161, 3-162
timed after call work (ACW), 3-13
VDN reports, 3-144
VOA override, 3-195
Voice Response Integration (VRI), 3-207
VuStats data types, 4-63
Vector Disconnect Timer, 3-65
Vector Number, 4-33
Vector Routing Table, 3-65
Vector Routing Table form, 4-37 to 4-38
vector routing tables, 4-37
Vectoring (ANI/II-Digits Routing), 3-64
Vectoring (Attendant Vectoring), 3-64
Vectoring (Basic), 3-64
Vectoring (G3V4 Advanced Routing), 3-64
Vectoring (G3V4 Enhanced), 3-64
Vectoring (Holiday Vectoring), 3-64
VOA
service observing, 3-172
Voice Messaging Systems
interactions
Redirection on No Answer (RONA), 3-147
Voice Response Integration (VRI), 3-203

Voice Response Integration
(VRI), 3-200 to 3-207
audiotex applications, 3-200
converse-on vector command, 3-200
detailed description, 3-201
dial ahead digits, 3-202
forms, 3-201
interactions
Agent Call Handling, 3-22
agents, 3-203
answer supervision, 3-203
AUDIX, 3-207
Auto Available Split (AAS), 3-203
automatic answering, 3-203
Basic Call Management System
(BCMS), 3-204
Call Detail Recording (CDR), 3-204
Call Management System (CMS), 3-204
Call Park, 3-204
Call Pickup, 3-204
Call Prompting, 3-202
CallVisor ASAI, 3-203
Class of Restriction (COR), 3-204
Conference—Terminal, 3-204
direct department calling (DDC), 3-204
Distributed Communications System
(DCS), 3-204
Expert Agent Selection (EAS), 3-204
Hold, 3-204
Hold—Automatic, 3-204
Hunt Groups, 3-205
intraswitch CDR, 3-205
ISDN, 3-205
Look Ahead Interflow (LAI), 3-205
message centers, 3-205
Music on Hold Access, 3-205
nonvector controlled splits, 3-205
queuing, 3-206
R2 multifrequency compelled (MFC)
signaling, 3-206
recorded announcements, 3-206
Redirection on No Answer
(RONA), 3-151, 3-206
Service Observing, 3-206
system measurements, 3-207
T1 connectivity, 3-205
touch tone dialing, 3-207
Transfer, 3-207
uniform call distribution (UCD), 3-207
VDN display override, 3-207
vector controlled splits, 3-207
Voice Messaging Systems, 3-203
queues, 3-200
security alerts, 3-202
voice response units (VRU), 3-200

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

Issue 4
July 2001

Index

IN-17
Voice Response Unit (VRU)
Conversant, 3-200
voice response units (VRU)
failures, 3-141
Inbound Call Management (ICM), 3-92
Redirection on No Answer (RONA), 3-141
Voice Response Integration (VRI), 3-200
Voice Terminal Display
interactions
Expert Agent Selection (EAS), 3-88
Queue Status Indications, Telephone Display, Telephone interactions, 3-135
VDN in a Coverage Path, 3-192
voice terminals
auto answer terminals, 3-25
VuStats, 3-208 to 3-217
button light flashes, 3-213
CALLMASTER display, 3-208
considerations, 3-215
data types, 3-213
agents and agent extensions, 4-53
split data, 4-59
trunk groups, 4-65
vector directory numbers (VDN), 4-63
detailed description, 3-212
display formats, 3-213
display linking, 3-214
forms, 3-209
how information appears, 3-214
information displayed, 3-212
interactions
Add/Remove Skills, 3-6, 3-7
Basic Call Management System
(BCMS), 3-216
Call Management System (CMS), 3-216
Call Prompting, 3-216
call work codes (CWC), 3-216
changing skills, 3-216
Expert Agent Selection (EAS), 3-89
Expert Agent Selection–preference handling distribution (EAS–PHD), 3-216
Integrated Directory, 3-216
Queue Status Indications, 3-216
Reason Codes, 3-217
Service Observing, 3-173, 3-217
Next buttons, 3-214
statistical periods, 3-213
text labels, 3-213
thresholds, 3-213
VuStats feature buttons, 3-211
when information updates, 3-215

VuStats Display Format form, 4-40
administration commands, 4-40
instructions, 4-40
required and allowed field tables, 4-47
screens, 4-40
VuStats feature
display formats
split data types, 4-50
trunk group data types, 4-52
VDN data types, 4-51
VuStats Login ID, 4-9

W
wait answer supervision timers (WAST), 3-152
warning tones
Service Observing, 3-160
work modes
buttons, 3-82
Expert Agent Selection (EAS), 3-87
Multiple Call Handling (MCH), 3-115

Z
zip tones
CALLMASTER voice terminals, 3-20
data restricted agent extension, 3-19
Expert Agent Selection (EAS), 3-86
Service Observing, 3-173
VDN of Origin Announcement, 3-199

DEFINITY Enterprise Communication Server Release 9.5
Guide to ACD Call Centers 555-233-503

Issue 4
July 2001

Index

IN-18

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Title                           : DEFINITY ECS Release 9.5 Guide to ACD Call Centers
Modify Date                     : 2001:10:21 12:30:50-04:00
Create Date                     : 2001:10:04 08:20:48
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