AT&T Definity - Enterprise R 8-2 Little Instruction Book - for advanced adminis

555-233-757 Comcode 108600834 Issue 1 April 2000

Notice

Every effor t was made to ensure that the inf ormation in this book was complete and accurate at the time of printing. However, information is subject to change.

Your Responsibility for Your System’s Security

Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your

company’s employees, agents, subcontract ors, or persons working on your company’s behalf. Note that there may be a risk of toll fraud ass o ciated with your telecommunicati ons syst em an d, if toll fraud occurs, it can result in substa nt ial additional charges for your telecommuni ca ti ons services.

You and your system manager are responsible for the security of your system, su ch as programming and configuring you r equipment to prevent unauthorized use. The system manager is also responsible for reading all installat io n, instruc tion, and system administration documents provided with this product in order to fully understand the features that can introduce risk of toll fr aud and the st eps that can be taken to redu c e that risk. Lucent Technologies does not warrant that this product is immune from or will p revent unauthorized use of common-carrier telecommunication services or facilities accessed through or connected to it. Lucent Technologies will not be responsible for any charges that result from such unauthor iz ed use.

Lucent Technologies Fraud I n tervention

If you suspect that you are being vic ti m ize d by t oll fraud and you need technical support or assistance, call Technical Service Center Toll Fraud Intervention Hotline at + 1 800 643 2353.

Federal Communica tions Commissi on S ta t ement Part 15: Class A Statement. This equipment has

been tested and found to comply with the limi ts for a Class A digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protec ti on against harmful interference when the equipment is operated in a commercial

environment. Th is equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communications. Operation of this equipment in a residential area is like ly to ca use harmful interference, in which case the user wil l be required to correct the interference at his own expense.

Ordering Information Call: Lucent Technologies Publications Center

Voice +1 888 582 3688 Fax +1 800 566 9568 International Voice +317 322 6416 International Fax +317 322 6699

Write: 2855 N. Franklin Rd.

Indianapolis, IN 46219 USA

Order: Document No. 555-233- 757, Issue 1

Comcode 108600834, A pri l 2000

You can be placed on a Standing Order list for this and other documents you may need. Standing Order will enable you to automatica ll y receive updated versions of individual docum ent s or doc ument sets, billed to account information that you provide. For more information on Standi ng Ord er s, or to be pu t on a list to receive future issues of this document, please contac t the Luce nt Technol ogies Publica tion s Center .

European Union Declaration of Conformity

Lucent Technologies Business Communications Systems declares that DEFINITY equipment specified in this documen t conforms to th e referenced European Union (EU) Directives and Harmonized Standards listed belo w : EMC Directive89/336/EEC Low Voltage D irective73/23/EEC

The “CE” mark affixed to the equipment means that it conforms to the above Directives.

Acknowledgment

This document was prepared by the Product Documentation Development group, Luce nt Technologies, Denver, CO USA.

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Checklist for adding a new phone user

Use this checklist to en sure each user’s information is complete and accurate for all of your company’s applications.

Add new user information to your:

❏ switch (specify location, if you have more than one) ❏ voice messaging system ❏ special groups:

— coverage path groups — hunt groups — pick-up groups — other groups:

❏ call management system (CMS, BCMS) ❏ other company databases: ❏ __________________________________________________ ❏ __________________________________________________

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Checklist for removing a user

You may need to delete a user’s messages from your messaging system before you remove the user from your switch. To keep the mailbox, set the station port to ‘X’ when the user leaves.

Delete user information from your:

❏ switch (specify location, if you have more than one) ❏ voice messaging system ❏ special groups: (use list usage ext to find all references to this user)

— coverage path groups — hunt groups — pick-up groups — other groups:

❏ call management system (CMS, BCMS) ❏ other company databases: ❏ __________________________________________________ ❏ __________________________________________________

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Credits

Patrons Curtis Weeks Supporters Ed Cote, Randy Fox, Jerry Peel,

Pam McDonnell

Writers Renee Getter, Cindy Bittner,

Greta Cleary, Kim Livingston,

Jay Winstead Graphics Laurie King, Karen Consigny Production Meg Harr ington

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Contributors Cathi Schramm, Robert Plant,

John O’Keefe Web/CD Production Ellen Heffington, Jacki Rosellen

Special Thanks to

Kim Santich — Customer Champion; Steven Gaipa — Marketing; Rick Thompson — DEFINITY User Group; Doug Schneider, Marcia Bubeck, Barry Bunch, Dan Selvig, and Pat Dolphin — DEFINITY Helpline; Dave Bancroft, Pam Terry, and R. D. Wood — Technical Service Center; Sherilyn McDaniel, Norma Kugler, and Dorothy Quintana — Lucent Switch Administrators

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Welcome ix

■ Why another instruction book? ix

■ We wrote this book for you! ix

■ What information is in this book? x

■ How to use this book xi

■ Secur i ty co nce r ns xiii

■ Trademarks and service marks xiv

■ Related books xiv

■ Tell us what you think! xv

■ How to get this book on the web xv

■ How to order more copies xvi

■ How to get help xvii

Managing trunks 1

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■ Understanding trunks 1

■ Adding trunk groups 4

Setting up night service 9

■ Setting up night service for hunt groups 10

■ Sett in g up night sta tio n ser vic e 11

■ Setting up trunk group night service 13

■ Setting trunk answer from any station 15

■ How do night service types interact? 17

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Managing announcements 19

■ What is an announcement? 19

■ Adding announcements 21

■ Recording announcements 23

■ Deleting announcements 25

■ Backing up your announcements 26

Managing hunt groups 27

■ What are hunt groups? 27

■ Setting up hunt groups 28

Setting up a queue 31 Adding hunt group announcements 33

■ Call distribution methods 35

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Managing vectors and VDNs 37

■ What are vectors? 38

Writing vectors 38 Allowing callers to leave a message 43 Inserting a step 47 Deleting a step 48 Diagnosing a vector problem 49

■ Vector Directory Numbers 50

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Using reports 53

■ Using report scheduler 53

Setting printer parameters 53 Scheduling and printing reports 55 Listing scheduled reports 56 Changing scheduled reports 57 Removing scheduled repor ts 58

■ Analyzing report data 59

■ Using atte ndan t repo rts 59

Measuring attendant group traffic 60 Measuring individual attendant performance 61 Measuring attendant group performance 61

■ Trunk group reports 62

Summary of trunk group activity 62

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Hourly trunk group activity 63 Out-of-service trunks 64 Current trunk group status 65 Least used trunks 65

■ Measu ri ng call ce nter per formance 66

What should I measure? 66 How many people can use switch reports? 67 Viewing hunt group reports 68

■ Using security reports 69

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Understanding call centers 71

■ What is a call center? 71

■ Planning a call center 72

Setting up the call flow 73 Testing the system 75 Monitoring your call center 76 Viewing system capacity 77

■ Understanding Automatic Call Distribution 77

Enhancing an ACD system 78 Selecting a call management system 79

Glossary 83

Index 91

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Helpful BCS Customer Catalogs Inside back cover

DEFINITY System’s Little Instruction Book for advanced administration

Welcome

Why another instruction book?

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Welcome

Why another instruction book?

You’ve told us that you want more step-by-step instructions on administration tasks for your DEFINITY system. Here they are! This book contains instructions for completing tasks that were not covered in DEFINITY System’s Little Instruction Book for basic

administration. Some steps may vary a bit between the different versions of DEFINITY, but the instructions provided will help you through the most basic operations.

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We wrote this book for you!

Use this book if you are a DEFINI TY system a dministra tor. Mark it up, make notes in it, and use it daily. If you are a new administrator taking over the position from someone else or if you simply want to refresh your memory, this book is for you.

DEFINITY System’s Little Instruction Book for advanced administration

Welcome

What information is in this book?

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What information is in this book?

The Little Instruction Book for advanced administration is divided into sections t o help you find inf ormation about adv anced topics.

Managing trunks describes the dif ferent ty pes of trunks and how

to add a trunk group.

Setting up night service explains how to set up nig ht service and

explains how different types of night service work together.

Managing announcements explains how to add, recor d, change,

delete, and back up announcements.

Managing hunt groups describes how to set up hunt groups. It

explains how calls to a hunt group are handled and shows you different call distribution methods.

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Managing vectors and VDNs provides an overview of vectors

and Vector Directory Numbers (VDN). It gives you basic instructions for writing simple vectors.

Using reports des cribe s ho w to gen erate , lis t, pri nt, an d sc hedule

some of the basic reports on your DEFINITY system. It also explains when to use some common reports and how to interpret the report information.

Understanding call centers gives an overview of call centers. It

shows how to set up a simple inbound call center and lists things to consider as you plan and design your center.

DEFINITY System’s Little Instruction Book for advanced administration

Welcome

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How to use this book

Become familiar with the following terms, procedures, and conventions. They help you use this book with your telephone system and its software.

■ To “move” to a certain field, you can use the TAB key,

arrows, or the

■ A “screen” is a screen form displayed on the terminal

monitor.

■ In this book we always use the term phone; other Lucent

books may refer to phones as voice terminals.

■ If you use terminal emulation software, you need to

determine which keys correspond to

CANCEL, HELP, NEXT PAGE, etc.

■ Commands are printed in bold face as follows: command.

RETURN key.

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ENTER, RETURN,

■ Keys and buttons are printed as follows: KEY.

■ Screen displays are printed in constant width as follows:

screen display.

■ Variables are printed in bold face italics as follows:

variable

■ We show complete commands in this book, but you can

always use an abbreviated version of the command. For example,

config st a

list configuration station can be entered as list

DEFINITY System’s Little Instruction Book for advanced administration

Welcome

How to use this book

■ We show commands and screens from the newest

555-233-757

DEFINITY telephone system and refer to the most recently released books. Please substitute the appropriate commands for your system (if necessary) and refer to the manuals you have on hand.

■ If you need help constructing a command or completing a

field entry, remember to use

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HELP.

— When you press

HELP at any point on the command lin e,

a list of available commands appears.

— When you press

HELP with your cursor in a field on a

screen, a list of valid entries for that field appears.

■ The status line or message line is near the bottom of your

monitor display. This is where the system displa ys messages for you. Check the message line to see how the system responds to your input. Write down the message if you need to call our helpline.

■ When a procedure requir es you to pr ess ENTER to save your

changes, the screen you were working on clears and the cursor returns to the command prompt. The message line shows “

command successfully completed” to

indicate that the system accepted your changes.

You may see the following icon s in this book:

Tip:

Draws attention to information that you may find help ful.

NOTE:

Draws attention to information.

DEFINITY System’s Little Instruction Book for advanced administration

Welcome

Security concerns

SECURITY ALERT:

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CAUTION:

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

Indicates when system administration may leave your system open to toll fraud.

Security concerns

Toll fraud is the theft of long distance service. When toll fraud occurs, your company is responsible for charges. However, Lucent will indemnify your organization for toll fraud charges when you complete the Service Agreement Indemnity Enhancement Certification.

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Call the Lucent Technologies Security Hotline at +1 800 643 2353 or contact your Lucent representative for more information. Refer to the BCS Products Security Handbook for tips on how to prevent toll fraud.

DEFINITY System’s Little Instruction Book for advanced administration

Welcome

Trademarks and service marks

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Trademarks and service marks

The following are registered trademarks of Lucent Technologies:

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xiv

■ AUDIX

■ BCMS Vu

■ Callmaster

■ Centre Vu

Acrobat Incorporated.

Related books

DEFINITY System’s Little Instruction Book for basic administration and DEFINITY System’s Little Instruction Book for basic diagnostics are companions of this book. We suggest

you use them often.

The DEFINITY ECS Administrator’s Guide explains system features and interactio ns in detail. Please note that prior to April 1997, this same information was in two separate books: the

DEFINITY Implementation and the DEFINITY Feature Description books.

is a registered trademark of Adobe Systems

■ CONVERSANT

■ DEFINITY

■ Intuity

■ Magic On Hold

We also refer to DEFINITY ECS Overview, DEFINITY ECS Reports, and BCS Products Security Handbook.

DEFINITY System’s Little Instruction Book for advanced administration

Welcome

Tell us what you think!

555-233-757

Tell us what you think!

Let us know what you like or don’ t like a bout this book. Alth ough we can’t respond personally to all your feedback, we promise we will read each response we receive.

Write to us at: Lucent Technologies

Product Documentation Group Room 22-2G12 11900 North Pecos Street Denver, CO 80234 USA

Fax to: +1 303 538 1741

Send email to: document@drmail.lu cent.com

How to get this book on the web

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If you have internet ac cess, yo u ca n view and download the la test version of Little Instruction Book for advanced administration. To view the book, you must have a copy of Acrobat Reader.

To access the latest version:

1. Access the Customer Self-Service Center web site at

http://support.lucent.com

2. Click

3. Click

Information Resources.

ELMO.

4. Enter your IL (installation location) to access the library.

5. Enter

555-233-757 (the document number) to view the

latest version of the book.

DEFINITY System’s Little Instruction Book for advanced administration

Welcome

How to order more copies

555-233-757

How to order more copies

Call: Lucent Technologies Publications Center

Voice +1 888 582 3688 Fax +1 800 566 9568 International Voice +317 322 6416 International Fax +317 322 6699

Online: http://www.lucentdocs.com

Write: 2855 N. Franklin Road, Indianapolis, IN 46219 USA

Order: Document No. 555-233-757

Comcode 108600834, Issue 1, April 2000

We can place you on a standing order list so that you will automatically receive updated versions of this book. For more information on standing orders or to be put on a list to receive future issues of th is book, plea se conta ct the Lucen t Techn ologies Publications Center.

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Welcome

How to get help

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How to get help

If you need additional help, the following services are available. You may need to purchase an extended service agreement to use some of these services. Contact your Lucent representative for more information

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DEFINITY Helpline (for help with feature

administration and system applications)

Lucent Technologies National Customer

Care Cent er Support Line (for help with

maintenan ce and repair ) Lucent Technologies Toll Fraud Intervention +1 800 643 2353 Lucent Technologies Corporate Security +1 800 822 9009 Lucent Technologies Centers of Excellence

— Asia/Pacific +65 872 8686 — Western Europe/Middle East/South

Africa — Central/Eastern Europe +361 645 4334 — Central/Latin America Caribbean +1 303 804 3778 — Australia 61-2-9352-9090 — North America +1 800 248 1111

+1 800 225 7585

+1 800 242 2121

+44 1252 77 4800

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How to get help

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DEFINITY System’s Little Instruction Book for advanced administration

Managing trunks

Understanding trunks

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Managing trunks

This section provides an overview of trunks and tells you how to add trunk groups to your system

Understanding trunks

Trunks carry phone signals from one place to another. For example, one type of trunk carries phone signals from your switch to the central office (CO).

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Groups of trunks perform specific functions. Use the following table to help determine which types of trunk groups your company uses.

trunk group description

Access Use access trunks to connect satellite switches to the main

switch in Electronic Tandem Networks (ETN). Access trunks do not carry traveling class marks (TCM) and thus allow satellite callers unrestricted access to out-dial trunks on the main switch.

APLT Advanced Private Line Termination (APLT) tru nks ar e u sed in

private networks. APLT trunks allow inband ANI.

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Understanding trunks

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trunk group description

CAMA Centralized Automatic Message Accounting (CAMA) trunks

route emergency calls to the local community’s Enhanced 911 systems.

CO Central Office (CO) trunks typically connect your switch to the

local central office, but they can also connect adjuncts such as external paging systems and data modules.

CPE Customer Premise Equipment (CPE) trunks connect adjuncts,

such as pagers and announcement or music sources, to the switch.

DID Dir ect inward dialing (DID) trunks connect incoming calls

directly to internal extensions without going through an attendant or some other central point.

DIOD Direct inward and outward dialing (DIOD) trunks connect

incoming and outgoing calls directly to your switch.

DMI-BOS Digital multiplexed interface bit-oriented signaling

(DMI-BOS) trunks connect a switch to a host computer, or one switch to another switch.

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FX Foreign exchange (FX) trunks connect calls to a non-local

central office as if it were a local central office. Use FX trunks to reduce long distance charges if your organization averages a high volume of long-distance calls to a specific area code.

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Managing trunks

Understanding trunks

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trunk group description

ISDN Integrated Ser vices Digi tal Network (ISDN) trunks allow

voice, data, video, and signaling information to be sent with calls.

There are two types of ISDN trunks: ISDN-Basic Rate Interface (ISDN-BRI) connect telephones,

personal computers, and other desktop devices to the switch. ISDN-Primary Rate Interface (ISDN-PRI) connect equipment

such as switches to the network, and acts as an interface between equipment such as switches and computers.

RLT Release-link trunks (RLT) use Centralized Attendant Service

(CAS) to connect remote switches to attendants who are at a

central location. Tandem Tandem trunks are a type of tie trunk used for large networks. Tie Tie trunks connect a switch to a CO, or two switch e s together

in a private network.

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WATS Wide Area Telecommunications Service (WATS) trunks allow

calls to certain areas for a flat-rate charge. Use WATS trunks to

reduce long-distance bills when your company places many

calls to a specific geographical area in North America.

DEFINITY System’s Little Instruction Book for advanced administration

Managing trunks

Adding trunk groups

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Adding trunk groups

Occasionally, your company’s phone requirements change and you need to add new trunk groups to your system. For example, maybe your company is expanding and you must have additional two-way access between your switch and your local phone company or CO. After doing some research, you decide that you need to add another CO trunk.

Once you decide that you want to add a new trunk, contact your vendor. Depending on the type of trunk you want to add, the vendor may be your local phone company, a long distance provider, or some other service provider.

When you talk to your vendor, they’l l wa nt t o kn ow what ki nd of service you want to add. In our example, request CO service.

The vendor should confirm the type of signal you want and provide you with a circuit identification number for the new trunk. Be sure to record any vendor-specific ID numbers or specifications i n ca se you ever have any pro ble ms wi th this trunk.

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Tip:

Remember to keep r ecor ds of a ny changes you make to the sys tem for future reference.

Once you’ve ordered your new service and have gathered all the information assoc ia te d wi th the new trunk, you nee d t o configure the system to recognize the new trunk group.

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Managing trunks

Adding trunk groups

To add a new trunk-group:

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1. Type

add trunk-group next and press RETURN.

The Trunk Group screen appears. The system assigns the next avail abl e tr unk gro up number

to this group. In our example, we ar e a ddi ng trunk group 5.

TRUNK GROUP Group Number: 5 Group Type: co CDR Reports: y

Group Name: outside calls COR: 1 TN: 1 TAC:647

Direction: two-way Outgoing Display? n Dial Access: n Busy Threshold: 99 Night Service: 1234 Queue Length: 0 Country: 1 Incoming Destination: ____ Comm Type: voice Auth Code? n Digit Absorbtion List: ____ Prefix-1?: y Trunk Flash? n Toll Restricted? y TRUNK PARAMETERS Trunk Type: loop start Outgoing Dial type: tone Cut Through? n

Trunk Termination: rc Disconnect Timing(msec): 500

Auto Guard?: n Call Still Held? n Sig Bit Inversion: none

Analog Loss Group: Digital Loss Group:

Trunk Gain: high Disconnect Supervision - In? y Out? n Answer Supervision Timeout: 10 Receive Answer Supervision? n

Trunk Group screen

2. In the Group Type field, enter the type of trunk you want to add.

In our example, enter

co, which is also the default.

If you select a different trunk type, such as DID, the system changes the screen to show only those fields that apply to the type of trunk-group you are adding.

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Managing trunks

Adding trunk groups

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3. Type a name to identify this trunk group in the Group Name field.

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In our example, we used

outside calls.

4. In the TAC field, type the code you want to use to access the new trunk group.

In our example, we used

647.

5. In the Direction field, indicate the call-flow direction. For our example, leave the default of

two-way.

6. If you want to direct calls to a night extension, type the extension number in the Night Service field.

In our example, direct night calls to extension

1234.

7. In the Comm Type field, enter the type of communication that you want the new trunk to use.

In our example, enter

8. In the Trunk Type field, type

voice.

loop start.

This field t ells the system how the calls on this trunk will be sent or received. Your vendor should know what trunk type you can use to complete this field.

9. Use

NEXT PAGE to go to the Group Member Assignments

page. Different fields appear on this screen depending on the

configuration of your switch.

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Managing trunks

Adding trunk groups

TRUNK GROUP Administered Members (min/max): xxx/yyy Total Administered Members: xxx

GROUP MEMBER ASSIGNMENTS Port Code Sfx Name Night Mode Type Ans Delay

1: 1B1501___ 5211_______ _________ _______ _____ 2: 1B1523___ 5212_______ _________ _______ _____ 3: 1B1601___ 5213_______ _________ _______ _____ 4: 1B1623___ 5214_______ _________ _______ _____

5: 1B1701___ 5215_______ _________ _______ _____

6: _________ ___________ _________ _______ _____ 7: _________ ___________ _________ _______ _____ 8: _________ ___________ _________ _______ _____

9: _________ ___________ _________ _______ _____ 10: _________ ___________ _________ _______ _____ 11: _________ ___________ _________ _______ _____ 12: _________ ___________ _________ _______ _____ 13: _________ ___________ _________ _______ _____

14: _________ ___________ _________ _______ _____ 15: _________ ___________ _________ _______ _____

Trunk Group screen (group member assignments page)

10. In the Port field, type the port number of the physical connection for each member you are adding to the trunk group.

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11. In the Name f ie ld, type the circuit ID or te le phone number for each member.

This information is very helpful for tracking your system or troubleshooting problems, but the fields need to be updated whenever the information changes.

12. Press

ENTER to save your changes.

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Managing trunks

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Adding trunk groups

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Setting up night service

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Setting up night service

You can use night service to direct calls to an alternate location when the primary answering group is not available. For exampl e, you can administer night service so t hat anyone in your marketing department can answer incoming calls when the attendant is at lunch or h as left for the day.

Once you administer night service to route calls, your end-users merely press a button on the console or a feature button on their phones to toggle between normal coverage and night service.

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There are five types of night service:

■ Hunt group night service — directs hunt group calls to a

night service destination

■ Night station night service — directs all incoming trunk

calls to a night service destination

■ Night console night ser vice — dire ct s all at tenda nt call s to

a Night or Day/Night console

■ Trunk group night service — directs incoming calls to

individual trunk groups to a night service destination

■ Trunk answer from any station (TAAS) — directs

incoming attendant calls and signals a bell or buzzer to alert other employees that they can answer the calls

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Setting up night service

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Setting up night service for hunt groups

You can administer hunt group ni ght ser vi ce i f you wa nt to direct hunt group calls to a night service destination.

Let’s say your helpline on hunt group 3 does not answer calls after 6:00 p.m. (18:00). When customers call after hours, you would like them to hear an announcement that asks them to try their call ag ain in the morning.

To set up night service for your helpline, you need to record the announcement (in our example, the announcement is on extension 1234) and then modify the hunt group to send calls to this extens ion.

To administer hunt group night service:

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1. Type

change hunt-group 3 and press RETURN.

The Hunt Group screen appears for hunt group 3.

HUNT GROUP

Group Number: 3 ACD: n Group Name: Accounting Queue: y Group Extension: 2011 Vector: n Group Type: ucd-mia Coverage Path: 1 TN: 1 Night Service Destination: 1234 COR: 1 MM Early Answer: n Security Code: ISDN Caller Display:

Queue Length: 4 Calls Warning Threshold: Time Warning Threshold: Port:

Hunt Group screen

Port:

DEFINITY System’s Little Instruction Book for advanced administration

Setting up night service

Setting up night station service

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2. Enter 1234 in the Night Serv ice Destination field. The destination can be an extension, a recorded

announcement extension, a vector directory number, a hunt group extension, or the attendant.

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attd if you want to direct calls to

3. Press

ENTER to save your changes.

Once you modify the hunt group, you also need to assign a hunt-ns feature button to a hunt group phone, so that the users in the hunt group can activate and deactivate night service.

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You can use night station service if you want to direct incoming trunk calls, DID-LDN (direct inward dialing-listed directory

number) calls, or internal calls to the attendant (dialed ‘0’ calls) to a night service destination.

Let’s say your attendant, who answers extension (List Directory Number or LDN) 8100, usually goes home at 6:00 p.m. When customers call extension 8100 after hours, yo u would like them to hear an announcement that asks them to try thei r call again in the morning.

To set up night station service, you need to record the announcement (in our example, it is recorded at announcement extension 1234).

Tip:

All trunk groups that are routed through the attendant direct to this night service destination unless you assign trunk group night service to the individual trunk group. See “Sett ing up trun k group

night service” on page 13.

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Setting up night service

Setting up night station service

To set up night station service:

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1. Type

change listed-directory-numbers and press

RETURN.

The Listed Directory N umber scree n appears.

LISTED DIRECTORY NUMBERS Ext Name TN 1: 8100 2: 3: 4: 5: 6: 7: 8: 9: 10:

attendant 8100

Night Destination: 1234

Listed Directory Numbers screen

2. Enter 1234 in the Night Destination field. The destination can be an extension, a recorded

announcement extension, a vector directory number, or a hunt group extension.

3. Press

ENTER to save your changes.

4. Type

change console-parameters and press RETURN.

The Console Parameters screen appears.

5. In the DID-LDN Only to LDN Night Extension field, t ype

6. Press

ENTER to save your changes.

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Setting up night service

Setting up trunk group night service

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After you set up night station service, have the attendant use the night console button to activate and deactivate night service.

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Attendant Group Name: OPERATOR COS: 1 COR: 1 Calls in Queue Warning: 5 Attendant Lockout? y

IAS (Branch)? n IAS Tie Trunk Group No.: IAS Att. Access Code: Alternate FRL Station:

Backup Alerting? n DID-LDN Only to LDN Night Ext? n

CONSOLE PARAMETERS

CAS: none

Night Service Act. Ext.:1234

Console Parameters screen

Setting up trunk group night service

You can use trunk group night service if you want to direct individual trunk groups to night service. The system redirects

calls to the trunk group to the group’s night service destination.

Trunk group night service overrides night station service. For example, let’s say you administer trunk group night service, and then your attendant activates night station service. In this case, calls to the trunk group use the trunk night service destination, rather than the station night service destination.

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Setting up night service

Setting up trunk group night service

Let’s direct night calls for trunk group 2 to extension 1245.

To set trunk group night service:

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1. Type

change trunk-group 2 and press RETURN.

The Trunk Group screen appears.

TRUNK GROUP Group Number: 2 Group Type: co CDR Reports: y

Group Name: outside calls COR: 1 TN: 1 TAC:647 Direction: two-way Outgoing Display? n Dial Access: n Busy Threshold: 99 Night Service: 1245 Queue Length: 0 Country: 1 Incoming Destination: ____ Comm Type: voice Auth Code? n Digit Absorbtion List: ____ Prefix-1?: y Trunk Flash? n Toll Restricted? y TRUNK PARAMETERS Trunk Type: loop start Outgoing Dial type: tone Cut Through? n

Trunk Termination: rc Disconnect Timing(msec): 500

Auto Guard?: n Call Still Held? n Sig Bit Inversion: none

Analog Loss Group: Digital Loss Group:

Trunk Gain: high Disconnect Supervision - In? y Out? n Answer Supervision Timeout: 10 Receive Answer Supervision? n

Trunk Group screen

2. Enter 1245 in the Night Service field. The destination can be a night service extension, a

recorded announcement extension, a vector directory number, a hunt group extension, a terminating extension group, or

attd if you want to direct the call to the attendant.

3. Press

ENTER to save your changes.

DEFINITY System’s Little Instruction Book for advanced administration

Setting up night service

Setting trunk answer from any station

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Setting trunk answer from any station

There may be situations where you want everyone to be able to answer calls when the attendant is away. Use trunk answer any station (TAAS) to configure the system so that it notifies everyone when calls are ringing. Then, you can give users the trunk answer any station feature access code so they can answer these calls.

When the system is in ni ght se rvice mode, a ttenda nt ca lls redir ect to an alerting device such as a bell or a buzzer. This lets other people in the office know when they should answer the phone.

NOTE:

If no one answers the call, the call will not redirect to night service.

Let’ s define a feat ure access code (we’ll use 71) and configure the alerting device for trunk answer any station.

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To set the feature access code for TAAS:

1. Type

change feature-access-codes and press RETURN.

The Feature Access Code screen appears.

2. In the Trunk Answer Any Sta tion Acce ss Code field, en ter

71.

3. Press

ENTER to save your changes.

Once you set the feature access code, determine where the external alerting de vice is connected to the switch (we’ll use port 01A0702).

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Setting up night service

Setting trunk answer from any station

To set up external alerting:

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1. Type

change console-parameters and press RETURN.

The Console Parameters screen appears.

2. In the EXT Alert Port (TAAS) field, enter Use the port address assigned to the external alerting

device.

3. Press

CONSOLE PARAMETERS

Attendant Group Name: Operator COS: 0 COR: 0 Calls in Queue Warning: 5 Attendant Lockout? y EXT Alert Port (TAAS): 01A0702 CAS: none Night Service Act. Ext.: IAS (Branch)? n IAS Tie Trunk Group No.: IAS Att. Access Code: Alternate FRL Station: Backup Alerting? n DID-LDN Only to LDN Night Ext? n

Console Parameters screen

ENTER to save your changes.

01A0702.

DEFINITY System’s Little Instruction Book for advanced administration

Setting up night service

How do night service types interact?

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How do night service types interact?

Let’s look at an example of how several types of night service might be used in one company.

Assume that you already administered the following night service settings:

■ night station night service redirects to extension 3000 and

DID-LDN only to LDN Night Ext is set to n

■ EXT Alert Port (TAAS) field is not defined

■ Trunk group 4 redirects to extension 2000

Let’s look at how calls for this co mpany are directed after hours:

call type directs to

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An LDN call on a DID trunk extension 3000 A call on trunk group 4 extension 2000

An internal call to ‘0’ extension 300 0 A call that redirects to the attendant through a

the attendant queue

coverage path.

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Setting up night service

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How do night service types interact?

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DEFINITY System’s Little Instruction Book for advanced administration

Managing announcements

What is an announcement?

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Managing announcements

This section explains how to use announcements effectively, and how to add, change, delete, and back up your announcements.

What is an announcement?

An announcement is the recorded message a caller hears while the call is in a queue. An announcement is often used in conjunction with music. Announcements are recorded on special circuit packs (TN750, TN750B or TN750C) on your DEFINITY system.

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Three types of announcements are:

■ delay announcement — explains the reason for the delay

and encourages the caller to wait

■ forced announcement — ex plains an e mer ge ncy or ser vic e

problem. Use when you anticipate a large number of calls about a specific issue.

■ information announcement — gives the caller instructions

on how to proceed, information about the number called, or information that the caller wants

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Managing announcements

What is an announcement?

Announcements are most effective when they are:

■ short, courteous, and to-the-point

■ spaced close together when a caller on hold hears silence

■ spaced farther apart when music or ringing is played on

hold

■ played for calls waiting in queue

Magic on Hold is a package of professionally-recorded music available from Lucent. Contact your Lucent representative for more inform ation.

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DEFINITY System’s Little Instruction Book for advanced administration

Managing announcements

Adding announcements

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Adding announcements

You need to tell the switch you want an announcement before you can record it on a special announcement circuit pack. You assign an extension for the announcement so the switch can identify the announcement. This extension cannot be in use and must conform to your dial plan.

Tip:

change announcement

Use extension. See DEFINITY ECS Administrator’s Guide for more information.

You can use TN750, TN750B, and TN750C announcement circuit packs to record announcements on your switch. You can have only one TN750 or TN750B per system, but you can use one TN750B with many TN750Cs. The TN750Cs each have

built-in memory. This means you can don’t have to save from the TN750C to backup tape or system memory, but you can copy the announcements to anothe r circuit pack.

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to administer an announcement

CAUTION:

Do not copy, save, or restore announcements from a TN750C to a TN750 or TN750B. It may corrupt the announcement.

Let’s say we have calls coming into unassigned DID extensions. Let’s record a general message to tell these callers to dial the company’s main number.

DEFINITY System’s Little Instruction Book for advanced administration

Managing announcements

Adding announcements

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We’ll assign the announcement to extension 1234, and use the integrated announcement circuit pack located on 01B18.

Tip:

display integrated-annc-boards

Use carrier, and slot addresses of your announcement circuit packs. The Integrated Announcement Boar d screen lists the location and the type, as well a s showin g the num ber of r eco r dings a nd number of seconds (at 32Kb per second) left on each circuit pack.

Our example explains how to add an integrated announcement, but other types of announcements are available. See DEFINITY

ECS Administrator’s Guide for more information about other announcement types.

To add an announcement extension 1234:

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to find the cabinet,

1. Type

change announcements and press RE TURN.

The Announcements/Audio Sources screen appears.

2. In the Ex t field, type

3. In the Type field, type

1234. integrated.

DEFINITY System’s Little Instruction Book for advanced administration

Managing announcements

Recording announcements

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Ext. Type COR TN Name Q QLen Pro Rate Port 1: 1234_ integrated 1_ 1_ unassigned DID n N/A n 32 01B18

2: _____ _________ 1_ 1_ _______________ n 3: _____ _________ 1_ 1_ _______________ n 4: _____ _________ 1_ 1_ _______________ n 5: _____ _________ 1_ 1_ _______________ n

6: _____ _________ 1_ 1_ _______________ n 7: _____ _________ 1_ 1_ _______________ n 8: _____ _________ 1_ 1_ _______________ n 9: _____ _________ 1_ 1_ _______________ n 10: _____ _________ 1_ 1_ _______________ n 11: _____ _________ 1_ 1_ _______________ n

ANNOUNCEMENTS/AUDIO SOURCES

Announcements/Audio Sources screen

4. In the Name field, type unassigned DID.

5. In the Pro (protected) field, typ e If you enter

n, users with console perm issions can change

the announcement. If you enter

y, the announcement

cannot be changed.

6. In the Port field, type

7. Press

ENTER to save your work.

01B18.

Recording announcements

You can record announcements using any phone or console whose COS (class of service) provides console permissions. You can use

You also need the announcement feature access code for your system. Use announcement access code.

display cos to review COS permissions.

display feature-access-codes to find the

DEFINITY System’s Little Instruction Book for advanced administration

Managing announcements

Recording announcements

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The announcement extension must be set up before you record. Use

list station data-module to determine the announcement

extension. In our example, use your 8410D phone to record the

announcement for the unassigned DIDs to extension 1234. Our announcement access code is *56.

To record the announcement:

1. Dial the announcement access code.

In our example, we’ll dial *56. You hear dial tone.

2. Dial the announcement extension.

In our example, we’ll dial 1234. You hear dial tone.

3. Dial 1 to begin recording.

4. Record the messag e.

5. Hang up the phone to end recording.

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Tip:

The announcement records the sound of the receiver returning to the phone. Hang up gently, press the drop button, or depress the switch hook with your finger.

You have to wait 15 seconds before you can dial the extension 1234 to listen to your announcement.

If you record an announcement and later you want to re-record your announcement, you ha ve to first delete the original message.

DEFINITY System’s Little Instruction Book for advanced administration

Managing announcements

Deleting announcements

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Deleting announcements

Let’s delete the unassigned DID announcement assigned to extension 1234.

We know that the announcement access code is *56. Use any console or phone with console permissions to delete the announcement from the announcement circuit pack.

To delete the announcement, use a phone with console permissions to complete the following steps:

1. Dial the announcement access code. In our example, we’ll dial *56. You hear dial tone.

2. Dial the announcement extension. In our example, we’ll dial 1234. You hear dial tone.

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3. Dial 3 to delete the announcement fr om the a nnouncemen t circuit pack.

4. Hang up the phone.

You also need to remove the information from the system. To remove the informatio n, use you r system administration terminal to complete the following steps:

1. Type

change announcements and press RETURN.

The Announcements/Audio Sources form appears.

2. Delete the information in the Ext and Type fields.

3. Press

ENTER to save your work.

DEFINITY System’s Little Instruction Book for advanced administration

Managing announcements

Backing up your announcements

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Backing up your announcements

Make sure you back up your announcements recorded on TN750 and TN750B circuit packs. The system loses announcements stored on these circuit packs if power is shut down or the circuit pack is removed. The TN750C ci rcuit pac k has on- board FLASH memory so you do not have to back it up. You may want to back up the TN750C to another TN750C circuit pack or tape for extra security.

You need to administer the data module that is built into the TN750 circuit pack before you save your announcements . Use

add data-module next to access the Announcement Data

Module form and set up the data module. See DEFINITY ECS Administrator’s Guide for more information.

To backup announcements on TN750 or TN750B circuit packs:

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1. Type

save announcements and press RETURN to save the

changes. This process can take up to 40 minutes. You cannot

administer your system while it is saving announcements.

NOTE:

If you have both TN750B and TN7 50C circuit packs , save the announcements from the TN750B slot.

See DEFINITY ECS Administrator’s Guide for more information about saving announcements.

DEFINITY System’s Little Instruction Book for advanced administration

Managing hunt groups

What are hunt groups?

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Managing hunt groups

This section shows you how to set up hunt groups. It explains how calls to a hunt group are handled and shows you different call distribution methods.

What are hunt groups?

A hunt group is a gro up of e xtensi ons t hat re ce ive ca lls a ccordi ng to the call distributi on method you choose. Whe n a call is made to a certain phone number, the system connects the call to an extension in the group.

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Use hunt groups when you want more than one person to be able to answer calls to the same number. For example, set up a hunt group for:

■ a benefits department within your company

■ a travel res ervations service

DEFINITY System’s Little Instruction Book for advanced administration

Managing hunt groups

Setting up hunt groups

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Setting up hunt groups

Let’s set up a hunt group for an internal helpline. Before making changes to the switch, we’ll decide:

■ the phone number for the hunt group

■ the number of people answering calls

■ the way calls are answered

Our dial plan allows 4-digit internal numbers that begin with 1. The number 1200 is not in use. So, we’ll set up a helpline hunt group so anyone within the company can call extension 1200 for help with a phone.

We will assign 3 people (agents) and their extensions to our helpline. We want calls to go to the first available person.

To set up our helpline hunt group:

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1. Type

add hunt-group next and press RETURN.

The Hunt Group screen appears. The Group Number field is automatically filled in with the next hunt group number.

2. In the Group Name field, type the name of the group. In our example, type

internal helpline.

3. In the Group Extension field, type the phone number. We’ll type

1200.

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Managing hunt groups

Setting up hunt groups

HUNT GROUP Group Number: 5 ACD? n

Group Name: internal helpline Queue? n Group Extension: 1200 Vector? n Group Type: ucd-loa Coverage Path: TN: 1 Night Service Destination: COR: 1 MM Early Answer? n Security Code: __ ISDN Caller Display: ________

Hunt Group screen

4. In the Group Type field, type the code for the call distribution method you choose.

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We’ll type

ucd-loa so a call goes to the agent with the

lowest percentage of work ti me since login.

NOTE:

The COS for all hunt groups defaults to 1. Therefore, any changes to COS 1 on the Class of Service screen changes the COS for all your hunt groups. A COS field does not appear on the Hunt Group screen.

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Managing hunt groups

Setting up hunt groups

5. Press NEXT PAGE to find the Group Member Assignments page.

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Member Range Allowed: 1 - 999 Administered Members (min/max): 1 /9 Total Administered Members: 3 GROUP MEMBER ASSIGNMENTS Ext Name Ext Name 1: 1011 14: 2: 1012 15: 3: 1013 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

Group Number: 5 Group Extension: 1200 Group Type: ucd-loa

HUNT GROUP

Hunt Group screen

6. In the Ext field, type th e exte nsions of the agents you want in the hunt group.

We’ll type

1011, 1012, and 1013.

Tip:

For a ddc group type (also known as “hot seat” selection), the call is sent to the extension listed in the first Ext field. The system uses this form to determine the hunting sequence. See ‘‘Call distribution methods’’ on

page 35 for more information.

7. Press ENTER to save your work. The Name fields are display-only and do not appear until

the next time you access this hunt group.

DEFINITY System’s Little Instruction Book for advanced administration

Managing hunt groups

Setting up hunt groups

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To make changes to a hunt group:

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1. Type the number of the hunt group.

2. Change the necessary fields.

3. Press

Tip:

Type members of a hunt group by group number. For splits and skills, the login ID, name, and different fields for EAS and Advocate appear on the list.

Setting up a queue

You can tell your switch how to handl e a hun t-group call when it

cannot be answered right away. The call waits in a “queue.”

Let’s tell the switch that up to 10 c alls can wait in the queue, but that you want to be noti fied if a call wa its for more t han 30 seconds.

You also want the switch to send a warning when 5 or more calls are waiting in the queue. This warning flashes queue-status buttons on phones that have a status button for this hunt group. When the buttons flash, everyone answering these calls can see that the helpline calls need more attention.

change hunt-group

ENTER to save your changes.

list member hunt group

and press RETURN, where n is

to see a list of logged-in

To set up our helpline queue:

1. Type

change hunt-group

the number of the hunt group to change. In our example, type

and press RETURN, where n is

change hunt-group 5.

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Managing hunt groups

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Setting up hunt groups

The Hunt Group form appears.

HUNT GROUP Group Number: 5 ACD? n

Group Name: internal helpline Queue? y Group Extension: 1200 Vector? n Group Type: ucd-loa Coverage Path: TN: 1 Night Service Destination: COR: 1 MM Early Answer? n Security Code: __ ISDN Caller Display: ________

Queue Length: 10 Calls Warning Threshold: 5 Calls Warning Port:

Time Warning Threshold: 30 Time Warning Port:

Hunt Group screen

2. In the Queue field, type y.

3. In the Queue Length field, type the maximum number of calls that y ou want to wait in the queue.

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In our example, type

10.

4. In the Calls Warning Threshold field, type the maximum number of calls that can be in the queue before the system flashes the queue status buttons.

In our example, type

5. In the Time Warning Threshold fields, type the maximum number of seconds you want a call to wait in the queue before the system flashes the queue status buttons.

In our example, type

6. Press

ENTER to save your changes.

30.

DEFINITY System’s Little Instruction Book for advanced administration

Managing hunt groups

Setting up hunt groups

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Adding hunt group announcements

You can add recorded announcements to your hunt group queue. Use announcements to encourage callers to stay on the line or to provide callers with information. You can define how long a call remains in the queue before the caller hears an announcement.

See ‘‘Recording announcements’’ on page 23 for information on

how to record an announcement.

Let’s add an announcement to our internal helpline. We want the caller to hear an announcement after 20 seconds in the queue, after approximately 4 or 5 rings. Our announcement is already recorded and assigned to extension 1234.

Tip:

You can use your recorded announcements.

display announcements

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to find the extensions of

To add an announcement to our helpline queue:

1. Type

change hunt-group

and press RETURN, where n is

the number of the hunt group to change. In our example, type

change hunt-group 5.

The Hunt Group form appears.

2. Press

NEXT PAGE to find the Fi rst Anno unce me nt Exte nsi on

field.

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Managing hunt groups

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Setting up hunt groups

HUNT GROUP

Message Center: ________

Message Center AUDIX Name: ______

Calling Party Number to INTUITY AUDIX? _

Second Announcement Extension: _____ Delay (sec): __ Recurring? _

AUDIX Extension: ____

Primary? _ LWC Reception: _______

Messaging Server Name: _______

First Announcement Extension: 1234 Delay (sec): 20

AUDIX Name: _______

Hunt Group screen

3. In the First Announcement Extension field, type the extension of the announcement you want callers to hear.

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In our example, type

1234.

4. In the First Announcement Delay (sec) field, type the number of seconds you want the caller to wait before hearing the first announcement.

In our example, type

Tip:

If you set the delay announcement interval to 0, calls automatically connect to the announcement before they are queued, follow coverage, or connect to an available

agent. This is called a “forced first announcement.”

20.

5. Press ENTER to save your work.

You can use the same announcement for more than one hunt group. See DEFINITY ECS Administrator’s Guide for more information on announcements and hunt groups.

DEFINITY System’s Little Instruction Book for advanced administration

Managing hunt groups

Call distribution methods

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Call distribution methods

You have more call dis tribution choices if y our company acquir es ACD (Automatic Call Distribution) or EAS (Expert Agent Selection).

ACD and EAS allow you to distribute call s accordi ng to the work loads and skill levels of your agents in each hunt group. You can track call handling and monitor the efficiency of your agents. When you assign ACD to a hunt group, the group is called a

“split.” When you assign EAS, the group is called a “skill.”

The following table shows 6 types of call distribution methods and the software required for each method.

Method The system hunts for... I need...

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Direct Department Call ing(DDC)

Circular (circ) the next available agent in a cha in . no extra software Uniform Call Distribution-

Most Idle Agent (UCD-MIA) Uniform Call Distribution-

Least Occupied Agent (UCD-LOA)

Expert Agent DistributionMost Idle Agent (EAD-MIA)

Expert Agent DistributionLeast Occupied Agent (EAD-LOA)

the first agent administered in the hunt group. If the first agent is busy, it goes to the second agent, and so forth. This

“hot seat” method puts a hea vy call load on the first few agents.

the available agent who has b een idle the longest since their last call.

the available agent with the lowe st percentage of work time since login.

the available agent with the h ig hest skill level who has been idle the longest since their last call.

the available agent with the h ig hest skill level and the lo west percentag e of work time since login.

no extra software (you cannot use this method if you have EAS enabled)

no extra software

ACD, EAS, and CentreVu Advocate

EAS

EAS and CentreVu Advocate

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Managing hunt groups

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Call distribution methods

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DEFINITY System’s Little Instruction Book for advanced administration

Managing vectors and VDNs

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Managing vectors and VDNs

This section provides an introduction to vectors and Vector Directory Numbers (VDN). It gives you basic instructions for writing simple vectors.

SECURITY ALERT:

Vector fraud is one of the most common types of toll fraud because vectors route calls based on the class of restriction (COR) assigned to the VDN. Refer to

Security Handbook

information.

or your Lucent representative for more

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BCS Product s

This section references announcements, hunt groups, queues, splits, and skills, which are covered in detail in other sections of this book. You can also find info rmation about these topics in the

DEFINITY ECS Administrator’s Guide and DEFINITY ECS Call Vectoring/Expert Agent Select ion (EAS) Guide.

DEFINITY System’s Little Instruction Book for advanced administration

Managing vectors and VDNs

What are vectors?

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What are vectors?

A vector is a series of commands that you design to tell the system how to handle incoming calls. A vector can contain up to 32 steps and allows customize d and perso naliz ed call routin g and treatment. Use call vectoring to:

■ play multiple announcements

■ route calls to internal and external destinations

■ collect and respond to dialed information

Tip:

The vector follows the commands in each step in order . The vector

“reads” the step and follows the command if the conditions are correct. If the command cannot be followed, the vector skips the step and reads the next step.

Your system can handle calls based on a number of conditions, including the number of calls in a queue, how long a call h as been waiting, the time of day, day of the week, and changes in call traffic or staffing conditions.

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Writing vectors

Writing vectors is easy, but we recommend that you set up and test your vectors before you use them across the system.

We’ll write a vector to handle calls to our main number. It is the first vector so we’ll use number 1.

Tip:

list vector

Type

vector

to see where each vector is used throughout the switch.

list usage digit string

Type

to see a list of existing vectors. Type

to see all the vectors, vector tables,

list usage

and Best Service Routing (BSR) plans that use a specific dial string).

DEFINITY System’s Little Instruction Book for advanced administration

Managing vectors and VDNs

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What are vectors?

To write a vector:

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1. Type

change vector 1 and press RETURN.

The Call Vector screen appears. The vector number field on the left side of the screen is

filled in automatically.

CALL VECTOR Number: 1 Name: main number calls Multimedia? n Lock? n Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n 01 02 03 04 05

Call Vector screen

2. Type a description for the vector in the Name field. In our example, type

Tip:

The information in the heading of the Call V ector screen is display only. Use

customer-options

in your switch.

main number calls.

display system-parameters

to see the features that ar e turned on

DEFINITY System’s Little Instruction Book for advanced administration

Managing vectors and VDNs

What are vectors?

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3. T ype your vector steps in the numbered column on the left of the screen.

Tip:

When you type in your vector steps, the switch automatically completes some of the vector step

information for you. For example, if you type “q” in a vector step field, the switch fills in “queue-to.” Also, additional fields appear when you complete a field and press

TAB. This makes it very easy to type in your vector

steps.

Now that vector 1 is set u p, let’s add a vector step to it to tell the switch how to handle the calls to our main number.

Putting a call in a queue

Write a vector so that calls that come into the main business number redirect to a queue.

We’ll use a vector-controlled hunt group for the main number queue. This hunt group was set up as main split 47. When calls first arrive, all calls to our main number should be queued as “pri l” for low priority.

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To queue calls, write the following vector (step 2). (Please note, we started our example on step 2 because step 1 is used later in this chapter.)

queue-to main split 47 pri l

02 03 _______________ 04 _______________ 05 _______________

Call Vector screen

DEFINITY System’s Little Instruction Book for advanced administration

Managing vectors and VDNs

What are vectors?

Tip:

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Remember, the switch automatically fills in some of the information when you type your vector step and press

Playing an announcement

Write a vector to play an announcement for callers in a queue. Use the announcement t o ask callers to wait. You need to record the announcement before the vector can use it. For more information see ‘‘Adding announcements’’ on page 21.

Let’ s play our announ cemen t 4001, ask ing the c aller to wait , then play music for 60 seconds, then repeat the announcement and music until the call is answered. The loop to repeat th e annou nceme nt and the mus ic. means under all conditions.

Tip:

Rather than loop your vectors directly back to the announcement step, go to the previous queue-to step. This way, if for some reason the call does not queue the first time, the switch can attempt to queue the call again. If the call s uccessfully qu eued the first time through, it merely skips the queue-to step and plays the announcement. The system cannot queue a call more than once in the exact same priority level.

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TAB.

goto command creates the

Unconditionally

DEFINITY System’s Little Instruction Book for advanced administration

Managing vectors and VDNs

What are vectors?

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To play and repeat an announcement, write this vector (steps 3-5):

CALL VECTOR Number: 1 Name: main number calls Multimedia? n Lock? n Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n Prompting? y LAI? n G3V4 Adv Route? n CIN FO? n BSR? n

2. queue-to main split 47 pri l

3. announcement 4001 (‘‘All agents are busy, please wait...’’)

4. wait-time 60 secs hearing music

5. goto step 2 if unconditionally

Call Vector screen

Routing based on time of day

Write a vector for calls that come in after your office closes.

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April 2000

Assume that your business is open 7 days a week, from 8:00 a. m. to 5:00 p.m. When calls come in after business hours, you want to play your announcement 4002, which states that the office is closed and asks callers to call back during normal hours. The ca ll is disconnected afte r the announcement is played.

For after-hours treatment, write this vector (steps 1, 6, 7):

DEFINITY System’s Little Instruction Book for advanced administration

Managing vectors and VDNs

What are vectors?

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1. goto step 7 if time-of-day is all 17:00 to all 8:00

2. queue-to main split 47 pri l

3. announcement 4001 (All agents are busy, please wait...)

4. wait-time 60 secs hearing music

5. goto step 2 if unconditionally

6. stop

7. disconnect after announcement 4002 (“We’re sorry, our office is closed...)

Call Vector screen

If the goto command in step 5 fail s, the s witch wi ll go t o the ne xt step. The

stop in step 6 prevents callers from incorrectly hearing

the “office is cl osed” a nnouncement i n step 7. in the state it was in before the command failed. In this case, if step 5 fails, the call rem ains in step 4 and the caller continues to hear musi c.

Issue 1

April 2000

Stop keeps the call

CAUTION:

Add a stop vector step only after calls are routed to a queue. If a stop vector is executed for a call NOT in queue, the call is dropped.

Allowing callers to leave a message

Write a vector that allows callers to leave messages. This type of vector uses a hunt group called a messaging split. For our example, we send after-hours calls to the voice mailbox at extension 2000 and use messaging split 99.

Once the vector routes a call to the mailbox, the caller hears a greeting (that was recorde d wit h the vo ice mail for mai lbox 2000) that tells then they can leave a message.

DEFINITY System’s Little Instruction Book for advanced administration

Managing vectors and VDNs

What are vectors?

555-233-757

To let callers leave messages, write this vector (step 7).

1. goto step 7 if time-of-day is all 17:00 to all 8:00

2. queue-to main split 47 pri l

3. announcement 4001 (All agents are busy, please wait...)

4. wait-time 60 secs hearing music

5. goto step 2 if unconditionally

6. stop

7. messaging split 99 for extension 2000

Call Vector screen

Redirecting calls during an emergency or holiday

You can provide a quick way for a supervisor or agent to redirect calls during an emergency or holiday. Use a special mailbox where you can easily change announcements. This vector is also an alternat ive to making sure all agents log out before leaving their phones.

Issue 1

April 2000

In our example, no agents are normally logged in to split 10.

We’ll use split 10 for an emergency. We preset buttons on our agents’ phones so people with these phones can log in at the touch of a button.

DEFINITY System’s Little Instruction Book for advanced administration

Managing vectors and VDNs

What are vectors?

555-233-757

To quickly redirect calls:

1. Create a special mailbox with the appropriate

announcement such as “We are unable to answer your call at this time” or “Today is a holiday, please call back tomorrow.”

In our example, we recorded the mailbox greeting for extension 2001.

2. Insert the following bold vector steps (steps 1, 10, 11):

01. goto step 10 if staffed agents split 10 > 0

02. goto step 8 if time-of-day is all 17:00 to all 8:00

03. queue-to main split 47 pri l

04. announcement 4001 (“All agents are busy, please wait...”)

05. wait-time 60 secs hearing music

06. goto step 3 if unconditionally

07. stop

08. messaging split 99 for extension 2000

09. stop

10. messaging split 99 for extension 2001

11. stop

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April 2000

When there is an emergency, fire drill, o r holiday, the supervisor or agent logs into this split.

When an agent logs into split 10, the system looks at vector step 1, sees that more than 0 people are logged into split 10, and sends calls to step 10 (which sends to messaging split 99).

When your business re turns to normal and the ag ent logs out of split 10, call handling returns to normal.

DEFINITY System’s Little Instruction Book for advanced administration

Managing vectors and VDNs

What are vectors?

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Giving callers additional choices

You can give your callers a list of options when they call. Your vector tells the switch to play an announcement that contains the choices. The switch collects the digits the caller dials in response to the announcement and routes the call accordingly.

W e’ll cre ate a vector that plays an announcemen t, then lets cal lers dial an extension or wait in the queue for an attendant.

Please note, the f ollowin g example of this “auto at tendant” vector is a new vector and is not built on the vector we used in the previous examples.

To let callers connect to an extension, write this kind of vector:

CALL VECTOR Number: 20 Name: extension or attendant Multimedia? n Lock? n Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n

1. wait-time 0 seconds hearing music

2. collect 4 digits after announcement 4004 (You have reached our company. Please dial a 4-digit extension or wait for the attendant.)

3. route-to digits with coverage y

4. route-to number 0 with cov n if unconditionally

5. stop

Issue 1

April 2000

Call Vector screen

DEFINITY System’s Little Instruction Book for advanced administration

Managing vectors and VDNs

What are vectors?

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Inserting a step

It is easy to change a vect or step and not have to retype the entire

vector. Let’s add announcement 4005 between step 3 and step 4 in vector 20.

To insert a new vector step in vector 20:

Issue 1

April 2000

1. Type

change vector 20 and press RETURN.

The call vector screen appears.

2. Press

3. Type

EDIT .

i followed by a space and the number of the ste p you

want to add. In our example, type

i 4.

4. Type the new vector step. We’ll type

5. Press

Tip:

When you insert a new vector step, the system automatically renumbers the rest of the vector steps and all references to the

vector steps. The switch inserts a “*” when the numbering needs more attention.

announcement 4005 (Please wait...).

ENTER to save your changes.

DEFINITY System’s Little Instruction Book for advanced administration

Managing vectors and VDNs

What are vectors?

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Deleting a step

To delete vector step 5 fr om vector 20:

Issue 1

April 2000

1. Type

change vector 20 and press RETURN.

The call vector screen appears.

2. Press

3. Type

EDIT .

d followed by a space and t he number of the step yo u

want to delete. In our example, type

Tip:

You can delete a range of vector steps. For example, to delete steps 2 through 5, type

d 5.

d 2-5

and press

ENTER.

4. Press ENTER to save your changes.

Tip:

When you delete a vector step, the system automatically renumbers the rest of the vector steps and all references to the vector steps. The switch inserts a * when the numbering needs more attention.

DEFINITY System’s Little Instruction Book for advanced administration

Managing vectors and VDNs

What are vectors?

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Diagnosing a vector problem

If there is a problem with a vec tor, the switch records the error as a vector event. Vector events occur for a number of reasons including problems with a trunk, full queue slots, or the vector reaching the maximum 1000 steps allowed.

display events to access the Event Rep ort scr een a nd see the

Use event reco rd. Use the event record to see why the vector failed.

To view the Event Report:

Issue 1

April 2000

1. Type

display events and press RETURN.

The Event Report screen appears.

The following option control which events will be displayed. EVENT CATEGORY Category: Vector REPORT PERIOD Interval: _a_ From: __/__/__:__ To: __/__/__:__ SEARCH OPTIONS Vector Number: ___ Event Type: ____

Event Report screen

EVENT REPORT

2. To see all current vector events, press RETURN OR Indicate the events that you want to see by completing the

Report Period and Search Option fields. See DEFINITY ECS Call Vectoring/Expert Agent Selection (EAS) Guide for more information.

DEFINITY System’s Little Instruction Book for advanced administration

Managing vectors and VDNs

Vector Directory Numbers

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3. Press ENTER to view the re port. The Event Report (detail) screen app ears.

EVENTS REPORT Event Event Event Event First Last Event Type Description Data 1 Data 2 Occur Occur Cnt 20 Call not queued 12/5 B 09/28/13:43 09/28/13:43 21 541 Not a messaging split Split 89 4C 09/28/13:43 09/28/13:43 136

Event Report screen (detail)

Look at the information in the Event Data field to diagnose the vector event. In this example, there was a problem with:

■ Vector 12, step 5

■ Split 89

Vector Directory Numbers

Issue 1

April 2000

A Vector Directory Number (VDN) i s an exte nsion tha t direct s an

incoming call to a specific vector. This number is a “soft” extension number not assigned to an equipment location. VDNs must follow your dial plan.

Let’s create VDN 5011 for our s al es department. A call into 501 1 routes to vector 11. This vector plays an announcement and queues calls to the sales department.

SECURITY ALERT:

Vector fraud is one of the most common types of toll fraud because vectors route calls based on the class of restriction (COR) assigned to the VDN. Refer to

Security Handbook

or your Lucent representative for more

information.

BCS Products

DEFINITY System’s Little Instruction Book for advanced administration

Managing vectors and VDNs

Vector Directory Numbers

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To add a VDN:

Issue 1

April 2000

1. Type

add VDN 5011 and press RETURN.

You enter the VDN extension y ou want to add. The Vector Directory Number screen appears.

VECTOR DIRECTORY NUMBER Extension: 5011

Name: Sales Department Vector Number: 11

Allow VDN Override? n COR: 1 TN: 1 Measured: both

Vector Directory Number screen

2. Type a description for this VDN in the Name fiel d. In our example, type

Sales Department.

The information in the VDN Name field appears on a display phone. This allows the agent to recognize the nature of the call and respond accordingly.

3. Enter the vector number. In our example, type

11.

4. In the Measured field, indicate how you want to measure calls to this VDN.

In our example, type

Tip:

BCMS must be enabled to use “both.” Use

system-parameters customer-options

BCMS is enabled. See DEFINITY ECS Administrator’s Guide for more information.

both (for CMS and BCMS).

display

to see if

DEFINITY System’s Little Instruction Book for advanced administration

Managing vectors and VDNs

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Vector Directory Numbers

5. Press ENTER to save your changes.

To see the VDNs already associated with your vectors:

Issue 1

April 2000

1. Type

list VDN and press RETURN.

The Vector Directo ry Numbers screen appears.

Event Name Ext Ovrd COR TN Num Meas Annc Adj 1st 2nd 3rd

Tech Support 5000 y 59 1 234 none 301 Customer Serv. 5001 n 1 1 1 none 302 New Orders 5002 y 23 1 5 none 303

Vector Directory Numbers screen

VECTOR DIRECTORY NUMBERS

VDN Vec Orig Notif Skills

Each VDN maps to one vector. Several VDNs can map to the same vector.

DEFINITY System’s Little Instruction Book for advanced administration

Using repor ts

Using report scheduler

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Using reports

This section explains how to generate, display, list, and print some of the basic reports on your DEFINITY system, and provides instructions for scheduling reports.

This section also contains information on how and when to use the system monitoring reports. It explains how to interpret some of the information displayed in the reports.

Using report scheduler

Issue 1

April 2000

Use report scheduler to print reports automatically. Because printing reports requ ires signi fican t swit ch pr oces sor r esour ces, i t is a good idea to print reports during off-peak hours.

Setting printer parameters

Report scheduler prints to the system printer connected to your switch.

There are two ways to connect the system printer:

■ Use a data module extension to connect to a print er outside

of the switch room.

■ Use the EIA port to connect directly to the printer.

DEFINITY System’s Little Instruction Book for advanced administration

Using repor ts

Using report scheduler

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Some of the defaults for the system printer are set when the system is installed. If you make any changes to your system configuration, you may need to c hang e the sy stem paramet ers for the reports to print accura tely.

Let’ s set th e parameter s for the EI A port. (Note that G3R cabi nets do not have EIA ports.)

To set system parameters:

Issue 1

April 2000

1. Type

change system-parameters features and press

RETURN.

The Feature-Related System Param eters screen appears.

2. In the System Printer Extension field, type

NOTE:

If you’re connecting to a data mo dule instead of EI A, typ e the extension for the data module.

eia.

3. In the Lines Per Page field, type the number of lines per page.

For our example, leave the default of

4. In the EIA Device Bit Rate field, type

NOTE:

If you are connecting to a data modu le instead of EIA, th e data module controls the speed.

60 in this field.

9600.

5. Press ENTER to save your changes.

Tip:

Check frequently to ensure that the system printer has enough paper. Reports lost to printer failu re cannot be recovered.

For more information, refer to DEFINITY ECS Reports.

DEFINITY System’s Little Instruction Book for advanced administration

Using repor ts

Using report scheduler

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Scheduling and printing reports

You can schedule up to 50 reports at a time. If you need to schedule more reports, y ou can purchas e CMS or BCMS VU. For more information on CMS and BCMS VU refer to ‘‘Se lecting a

call management system’’ on page 79.

To schedule or print a report:

1. Type a list or display command followed by the report name and schedule and press

RETURN.

For example:

list measurement attendant group schedule

The Report Scheduler screen appears.

REPORT SCHEDULER

Job Id: 2 Job Status: none Command: list measurements attendant group Print Interval: scheduled Print Time: 23:00 Sun: n Mon: y Tue: n Wed: y Thu: n Fri: y Sat: n

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April 2000

Report Scheduler screen

2. In the Print Interval field, specify one of the following print options:

■ immediate — prints the report immediately

■ scheduled — enables you to specify the day and

time you want the report to print on a daily or weekly basis

■ deferred — enables you to print the report once for

the date and time you specify

DEFINITY System’s Little Instruction Book for advanced administration

Using repor ts

Using report scheduler

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3. For scheduled and de ferred reports, complete the Print Time fiel d to indi ca te the time you want the re por t t o pri nt .

NOTE:

You can schedule reports in 15- m inute in tervals. If a deferred report does not print within 4 hours of the scheduled time, it is canceled and you must reschedule it. If scheduled reports do not pr int withi n 4 hours , they print at the next scheduled time.

4. In the Days of the Week field, type y for each day of the week the report should print.

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April 2000

5. Press

ENTER to save your changes.

Listing scheduled reports

You can list all o f the sc hedule d report s and the time and day they are scheduled to print.

To list scheduled reports:

1. Type

list report-scheduler and press RETURN.

The Report Scheduler screen appears.

REPORT SCHEDULER

Job Id Days(smtwtfs) Time User Status Type Command

1 nynynyn 23:00 johnston waiting scheduled list measurements attendant positions 4 nnnnynn 23:45 johnston waiting scheduled list measurements attendant-group

Report Scheduler screen

DEFINITY System’s Little Instruction Book for advanced administration

Using repor ts

Using report scheduler

555-233-757

Changing scheduled reports

It is easy to reschedule the time and day a report prints. As an

example, let’s change the time on job ID 12 so that it prints at 10:00 p.m. (22:00).

To change the report scheduler for job ID 12:

Issue 1

April 2000

1. Type

list report-scheduler and press RETURN.

The Report Scheduler screen appears.

2. Locate the job ID for the report you want to change. In our example the job ID is 12.

3. Type

change report-scheduler 12 and press RETURN.

The Report Scheduler screen appears.

4. In the Print Time field, type

5. Press

ENTER to save your changes.

22:00.

DEFINITY System’s Little Instruction Book for advanced administration

Using repor ts

Using report scheduler

555-233-757

Removing scheduled reports

As your needs change, you may want to remove certain reports from the report scheduler. The following example removes Job 12 from the report scheduler.

Tip:

You can use

list report-scheduler

you want to remove.

To remove job 12 from the report scheduler:

Issue 1

April 2000

to determine which reports

1. Type

remove report-scheduler 12 and press RETURN.

The Report Scheduler screen appears.

2. Press

NOTE:

If you want to print a different report, you must remove the old report from the report scheduler, and then add the new report.

ENTER to remove the report.

DEFINITY System’s Little Instruction Book for advanced administration

Using repor ts

Analyzing report data

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Analyzing report data

Most of the inform ati on displayed in these reports is measure d in CCS (centum call seconds) . CCS equals the a mount of call tra f fic it takes to keep one piece of traffic-sensitive equipment busy for

0.6 minutes. To convert CCS to minutes, use the following equation:

minutes = the number of CCS/0.6

For more in formation, refer to DEFINITY ECS Reports.

Using attendant reports

Attendant group reports enable you to assess the quality of service provided to anyone who calls your attendant. Monitor these reports to ensure that attendant groups are adequately staffed. There are three attendant reports:

Issue 1

April 2000

■ Attendant Group Measurements report — measures

attendant group traffic

■ Attendant Positions Report — measures individual

attendant performance

■ Attendant Group Performance report — measures

attendant group performance

The system automatically gathers the information for these reports, so you can use them to view attendant i nf ormat ion at any time.

DEFINITY System’s Little Instruction Book for advanced administration

Using repor ts

Using attendant reports

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Measuring attendant group traffic

The Attendant Group Measurements report provides peak hour traffic measurements for any attendant group. It displays a

summary of attendant gr oup activ ity for ye sterday’s peak, today’ s peak, and the last hour.

To display the Attendant Group Measurements report:

Issue 1

April 2000

1. Type

list measurements attendant group and press

RETURN.

The Attendant Group Measurements screen appears.

Switch Name: Cust_Switch_Name Date: 4:40 pm MON APR 15, 1998

ATTENDANT GROUP MEASUREMENTS Grp Meas - - - - - Calls - - - - - - - - Time - - - Time Speed Siz Hour Ans Abnd Qued H-Abd Held Avail Talk Held Abnd Ans(sec) 2 1000 1000 0 0 0 0 200 80 0 0 0 YEST PEAK 2 1100 1006 0 0 0 0 212 76 0 0 0 TODAY PEAK 2 1500 1007 0 0 0 0 224 64 0 0 1 LAST HOUR

Attendant Group Measurements screen

There are several ways to determine if traffic flow is optimal. For example:

■ If the Time Abandon field approximately equals the

average delay, the attendant group is staffed appropriately.

■ If the number of calls in the Aba ndon (Abdn) field is high,

according to your company standards, you may need to schedule additional attendants during peak hours.

For information on how to calculat e the average ans wering delay, and what the data in the fields represent, refer to DEFINITY ECS Reports.

DEFINITY System’s Little Instruction Book for advanced administration

Using repor ts

Using attendant reports

555-233-757

Measuring individual attendant performance

The Attendant Positions Report provides peak individual attendant position measurements. It displays a summary of each

attendant’s activity for yesterday’s peak, today’s peak, and the last hour. This report enables you to assess personnel performance and to identify when addi ti onal attendant training is necessary.

To display the Attendant Positions report:

Issue 1

April 2000

1. Type

list measurements attendant positions and press

RETURN.

The Attendant Positions M easurements screen appears.

Measuring attendant group performance

The Attendant Group Performance report displays the average speed of calls answered for each hour of a 24-hour period, for either yesterday or today.

To display today’s Attendant Group Performance report:

1. Type

list performance attendant-group today and press

RETURN.

The Attendant Speed of Answer screen appears.

DEFINITY System’s Little Instruction Book for advanced administration

Using repor ts

Trunk group reports

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Trunk group reports

Trunk Group Reports can help you detect traffic flow problems such as out-of-service trunks, load balance, or peak-hour blocking.

Tip:

If a trunk appears to have intermittent service, use

summary

functioning.

If you suspect a tr unk is having problems, use Automatic Circuit Assurance (ACA) to monitor the trunk group. Refer to

DEFINITY System’s Little Instruction Book for basic diagnostics

for more information about ACA.

Summary of trunk group activity

to determine whether a specific trunk member is not

Issue 1

April 2000

list testcalls

The Trunk Group Summary report displays traffic measurements for all trunk groups exce pt for persona l cent ral of f ice li ne group s. The Trunk Group Summary report displays traffic measurements

for yesterday’s peak, today’s peak, or the last hour.

To display the Trunk Group Summary report for the last hour:

1. Type

list measurements trunk-group summary

last-hour

and press RETURN.

The Trunk Group Summary Report screen appears.

Use this report to determine general traffic flow. For more detailed information about a particular trunk group, see ‘‘Hourly

trunk group activity’’ on page 63.

DEFINITY System’s Little Instruction Book for advanced administration

Using repor ts

Trunk group reports

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The Trunk Group Summary report allows you to determine

measurement data such as the trunk group’s total usage, the total number of calls, and trunk blockage.

If a trunk is out of service, see ‘‘Out-of-service trunks’’ on page

64. It is best to make adjustments to a trunk group only when all

of the trunks are functioning.

For more information on interpreting the reports, refer to DEFINITY ECS Reports.

Hourly trunk group activity

Trunk Group Hourly reports are used in conjunction with the Trunk Group Summary report to locate tr unk problems. For example, if the Traffic Group Summary repo rt indicates a traffic flow problem, run the hourly report to help you locate the problem.

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April 2000

When you run this report, you first specify the trunk group you want to monitor on the Trunk Group Measurement screen. Once you select the trunk grou p you wa nt to gather data on, the system starts collecting information on the trunk group activity. The Trunk Group Hourly report can display up to 24 hours of information. For example, if you started data coll ect i on on Thursday at noon (12:00) you would have 24-hours of data by noon (12:00) on Friday.

DEFINITY System’s Little Instruction Book for advanced administration

Using repor ts

Trunk group reports

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To monitor trunk group 12 for the next hour:

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April 2000

1. Type

RETURN.

The Trunk Group Measurement Selection screen appears.

2. Move to a measurement field and type

3. Press The system records the activity of trunk group 12 for the

next hour.

4. Type

press

The Trunk Group Hourly report displays data from the previous hour.

Out-of-service trunks

The Trunk Outa ge Measurements repor t lists the trunks that were out-of-service during a selected period of time. This report may include up to five out-of -s ervice trunks and lists how many times each trunk was out during the spec if ie d time. The system records trunk-outage data for the last hour, current day, and previous day.

To display the Trunk Outage Measurements report for yesterday:

change meas-selection trunk-group and press

12.

ENTER to save your changes.

list measurements trunk-group hourly 12

RETURN.

and

1. Type

list measurements outage-trunk yesterday

RETURN.

press

and

If there are no outages, the form is blank. The Trunk Outage Measurements report samples trunk activity

once per hour. Therefore, if the report covers several hours, but indicates only a sma ll number of outages, a trunk membe r may be providing intermittent service.

DEFINITY System’s Little Instruction Book for advanced administration

Using repor ts

Trunk group reports

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Current trunk group status

The Trunk Gro up S tatus repor t displa ys a cu rrent vi ew of the l oad on various trunk groups by showing the number of calls waiting for service. This report shows data for 60 trunk groups at a time, but you can start the display at any number you want. For

example, let’s display trunk groups 5 and up. To display the Trunk Group Status report:

Issue 1

April 2000

1. Type

2. Press

Least used trunks

The Trunks Lightly Used Meas urements r eport l ists th e five tru nk members with the lowest number of calls carried for each trunk group. The system shows trunk lightly-use d data for t he last hour, current day, or previous day. Let’s display this report for today.

To display the Trunks Lightly Used Measurements report for today:

1. Type

If the trunk member in the Calls Carried field has an unusually low number of calls compared to other trunk members, use Facility Test Calls to determine how a specific trun k member is functioning. To monitor a particular trunk group, use Automatic Circuit Ass urance (ACA). Refer to DEFINITY System’s Little

Instruction Book for basic diagnostics for more information.

monitor traffic trunk-groups 5

and press RETURN.

The Trunk Group Status report displays trunk groups 5 through 64.

This report shows only administered trunk groups.

CANCEL to return to the prompt.

list measurements lightly-used-trunk today

RETURN.

press

and

DEFINITY System’s Little Instruction Book for advanced administration

Using repor ts

Measuring call center performance

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Measuring call center performance

Standard switch re ports on DEFINITY ECS provide valuable

data about your center’ s oper at io n.

What should I measure?

Focus on three things:

■ How many calls are answered?

■ How fast are calls answ ered?

■ How cost-effective is the system?

DEFINITY ECS has three hunt group reports that give you information about agents, hunt groups, trunks, and trunk groups to help you answer these questions. The reports are:

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■ Hunt Group Measurements

■ Hunt Group Performance

■ Hunt Group Status

DEFINITY System’s Little Instruction Book for advanced administration

Using repor ts

Measuring call center performance

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The table below shows you how to monitor the performance of your call center by using th ese repor ts. To use the table, pick what you want to measure from the column headings. As you read down the column, each row shows the fields on a particular hunt

group report — if any — that measure that aspect of call center performance.

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April 2000

How many calls are

Reports

Hunt Group Measurements

Hunt Group Performance

Hunt Group Status LCIQ

answered? How fast?

Calls Ans/Aban. Speed Ans (sec) Total Usage

Speed Ans (sec)

For detailed information on these reports, see DEFINITY ECS Reports.

How many people can use switch reports?

The number of switch admini strators a nd super -users who can l og in simultaneously to view switch reports varies with the type of switch you have:

csi si r

137

Costeffective?

Time Available

A scheduled report counts as a login. Therefore, you should schedule reports to print during off-hours.

DEFINITY System’s Little Instruction Book for advanced administration

Using repor ts

Measuring call center performance

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Viewing hunt group reports

These procedures tell you how to display or print switch hunt group reports.

Viewing Hunt Group Measurements reports

The Hunt Group Measurements report displays call data for each hunt group in your system. You can print this report for

yesterday’s peak, today’s peak, or the last hour.

A peak hour is the hour that during which the greatest usage of agent time occurred. Use this report to determine the time of da y with the most traffic or to measure tr affic during the previous hour .

Let’s print the Hunt Group Measurements r ep ort f o r t oda y’s peak:

Issue 1

April 2000

1. T ype

list measurements hunt-group today-peak print

and press RETURN.

Viewing Hunt Group Performance reports

The Hunt Group Performance report gives both the slowest hourly average speed of answer for each hunt grou p and the da ily average. You can run the report for today or y esterday. This report can help you quickly fi nd times during t he day when your staf fing is too low.

To display a Hunt Group Performance report for yesterday:

1. Type

list performance hunt-group yesterday and press

RETURN.

DEFINITY System’s Little Instruction Book for advanced administration

Using repor ts

Using security reports

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Viewing Hunt Group Status reports

The Hunt Group Status report displays a current view of your hunt groups. This report shows 32 hunt groups at a time. To display higher -numbered hun t groups, typ e the number of the firs t

hunt group to be displayed. For example, let’s display hunt groups 2 and higher.

To display the Hunt Group Status report:

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April 2000

1. Type

monitor traffic hunt-groups 2 and press RETURN.

The Hunt Group Status report displays hunt groups 2 through 33.

2. Press

CANCEL to return to the prompt.

This report shows all hunt groups in the range, even if you have not administered them.

For more informat ion on in terpret ing an y of thes e report s, refer to DEFINITY ECS Reports.

Using security reports

Security Violation Notification lets you know when someone may be trying to break into the system. Refer to DEFINITY

System’s Little Instruction Book for basic administration for information on how to set Security Violation Notification.

DEFINITY System’s Little Instruction Book for advanced administration

Using repor ts

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Using security reports

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DEFINITY System’s Little Instruction Book for advanced administration

Understanding call centers

What is a call center?

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Understanding call centers

This section introduce s you to inb ound cal l center s. It s hows how to set up a simple inbound call center and lists things to consider as you plan and design your center.

What is a call center?

A call center is a way of organizing people and equipment to achieve particular busi ness goals . For example , you can use a call center to make several people accessible through one number or to handle multiple calls simultaneously. Call centers work by organizing staff (called agents) with specific functions or expertise into hunt groups.

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Call centers use some of t he f eatures covered in other chapters of this book: hunt groups, announcements, vectors, and VDNs. In

this section, we’ll s how you how these featu res work togethe r in a call center.

DEFINITY System’s Little Instruction Book for advanced administration

Understanding call centers

Planning a call center

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Planning a call center

Good planning is crucial to setting up an effective call center. Before you administer any part of your call center on DEFINITY ECS, you should have a plan that is thorough and specific. Your call center plan should identify:

■ the purpose of the ca ll cen ter — wha t t he cal l cent er has t o

do to be successful

■ expected call volume — the number of calls you expect

per day, per week, and per month

■ type of calls — whether the call center should answer

internal or external calls or both

■ agent functions — the major agent functions

■ necessary resources — the resources you must add to the

system, such as trunk groups and phones

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Once you develop a plan for the call center, organize agents according to their func tions. These age nt groups will be your hunt groups.

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Planning a call center

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Setting up the call flow

Decide how you want your system to handle calls and what you want callers to experience. You may find it helpful to lis t the possible situations a call may encounter. Set up the call flow by adding hunt groups, setting up queues, adding announcements, and writing vectors. Refer to earlier sections of this book for details on completing these tasks.

Let’s set up an example call flow. We’ll set up a hunt group so that the work load is even ly distributed and up to 2 calls wait in a queue.

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1. Type

add hunt-group next and press RETURN.

The Hunt Group screen appears. In our example, the next available hunt group is number 2.

2. In the Group Type field, type

ucd-mia.

This directs the call to the most idle agent — the agen t who has waited the longest since handling a call to the hunt group.

3. In the Queue field, type

4. In the Queue Length field, type

5. In the Vector field, type

6. Complete the rest of the Hunt Group screen.

7. Press

ENTER to save your changes.

Now that we’ve created a hunt group, let’s write a simple vector that plays announcement 23 40. This announcement asks callers to stay on the line. If a call isn’t answered in 1 minute, the vector sends the call to voice mail (extension 2000).

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Understanding call centers

Planning a call center

Write this vector:

CALL VECTOR Number: 1 Name: sales hunt group Multimedia? n Lock? n Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n 01 queue-to split 2 pri m

02 announcement 2340 (“You have reached...”) 03 wait-time 60 sec hearing music 06 messaging split 99 for extension 2000

Tip:

Vectors are an optional feature. To see if your company has vectoring, use

customer-options

display system-parameters

To make this vector work correctly, you need to create the announcement at extension 2340 and assign a voice mailbox to extension 2000.

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Planning a call center

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Testing the system

Before your new call center goes live, test the system to make sure it works the way you expect it to work.

■ With agents available, call each outside number you’ve

created for the call c enter. Does an agent in the appropria te hunt group answer?

■ With only one agent available in a hunt group, make

several calls at once to that hunt group. Now that several calls are in queue, call again and listen to the treatment your call receives in queue. If you’ve administered an announcement, do you hear it? Does it play when it’s supposed to? If there’s a music source, does it play when it’s supposed to? Do queue warning lamps flash when they’re supposed do?

■ With all a gents in Au x Work, call the hunt group . Does t he

call follow the intended path?

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Planning a call center

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Monitoring your call center

This step never ends. Monitor your call center’s performance regularly so you can solve problems quickly and adjust to changing conditions.

It’s critical that you monitor a new call center closely for the first month. Use the hunt gro up a nd trunk reports described in ‘‘Using

reports’’ on page 53 to track your system. If you underestimated

call volume and trunk capacity, or overestimated agent productivity, you need to change your system imm ediately.

In addition, perform a traffic analysis when your call center begins operation. Work with your Lucent represen ta tive and your local network provider. A traffic analysis gives you a comprehensive picture of the demands on your system and how well the system is perfo rming.

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For example, trunk reports tell you how often your trunks reach 100% occupancy. Your network provider may be able to tell you how many callers are getting a busy signal from the CO when all of your incoming trunks are in use. You need both pieces of information to determine the to tal deman d that your syst em needs to meet.

If your business is growing, re gular tr aff ic analysi s is cruc ial. Use traffic analy sis to projec t future demands on your syst em and plan expansions accordingly.

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Understanding Automatic Call Distribution

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Viewing system capacity

The capacities of your system depend on the type of switch you

have, the software you’re using, and your contract with Lucent. Use the System Capacity screen to vi ew the maximum capacities of your system and your current level of usage. Remember, however, that the capacities you’ve purchased from Lucent may be lower than the maxim ums shown on the switch.

For example, to find out how ma ny hunt groups your DEFINITY ECS can support:

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1. Type

display capacity and press RETURN.

The System Capacity screen appears.

2. Go to the page that shows capacities for Hunt Groups, Splits, or Skills.

This screen shows the system limits for hunt groups and how much of this capacity is currently used.

Understanding Automatic Call Distribution

Automatic Call Distribution (ACD) is a DEFINITY feature used in many call centers . ACD giv es y ou greater flexibility to control call flow and to measure the performance of agents.

ACD systems operate differently from non-ACD systems, and they can be much more complex. ACD systems can a ls o be more powerful because they allo w you to use feature s and products that are not available in non-ACD systems.

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Enhancing an ACD system

First, all call center management systems (such a s Lucent ’s Basic Call Management System (BCMS), BCMSVu, and the sophisticated CentreVu

ACD. These management systems give you the ability t o measure

more aspects of your center’s operation, and in more detail, than is possible with s tandard DEFINITY reports . For a comparison of these systems, see ‘‘Selecting a call management system’’ on

page 79.

Call vectoring greatly enh ances the flexi bility of a call cente r , and most vectoring functions require ACD. Vectoring is a simple programming language that allows you to custom design every aspect of call proc essing . For more info rmation on cal l vect oring , see ‘‘What are vectors?’’ on page 38.

Together, ACD and vectoring allow you to use Expert Agent Selection (EAS). For a variety of reasons, you may want certain agents to handle specific types of calls. For example, you may want only your most experienced agents to handle your most important customers. You may have multilingual agents who can serve callers in a variety of languages.

Call Management System) require

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EAS allows you to classify agents according to thei r specific skills and then to rank them by ability or experience within each skill. DEFINITY ECS uses these classifications to match each call with the best available agent. For more information on call vectoring and EAS, see DEFINITY ECS Administrator’s Guide

and DEFINITY ECS Call Vectoring/Expert Agent Select ion (EAS) Guide.

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Selecting a call management system

Lucent pr ovides management systems for the call centers that need more detailed and flexible reporting. These applications are optional. Contact your Lucent representative for more information.

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Basic Call Management System (BCMS)

BCMS runs on the switch. With BCMS, you can print reports to a printer connected to your terminal, or schedule reports to print on the system printer.

BCMS Vu BCMS Vu software runs on a PC with Windows 95 or

Windows NT. BCMS Vu tak es BCMS data an d stores it on a PC. Users can run real-time and historical reports and export data to other applications such as spreadsheets.

VuStats VuStats ru ns on the switch. An administrator, split

supervisor, or agent uses VuStats to view BCMS data on a display telephone.

CentreVu CMS CentreVu CMS is a large, multi-faceted reporting system

that runs on a Sun SPARC server or Sun Enterprise workstation. CentreVu CMS can measure more aspects of switch performance and produce a greater variety of reports than any of the other 3 products. CMS also allows streamlined ACD administration.

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Use the following criteria to help you choose a call management system.

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How many people need to monitor splits simultaneously?

How long do you need to store report data?

What ACD elements do you need to monitor?

more than 3 use CentreVu CMS,

VuStats, or BCMS Vu

3 or fewer use standard switch reports

or BCMS

more than 7 days use CentreVu CMS or

BCMS Vu

7 days use BCMS (summary

report)

1 day use standard switch repo rts

(up to 24 hours), VuStats, or BCMS (24-hour det ail)

work code or stroke count

use CentreVu CMS data, individual trunks, vectors

agents, trunk groups, splits/skills, VDNs

use CentreVu CMS,

BCMS Vu, BCMS, or

VuStats trunk group or hunt group

use standard switch reports data only

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Use the following criteria to help you choose a reporting system. If the following scenarios do not describe your needs, standard switch reports or BCMS are probably adequate.

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Do small inefficiencies or lapses in service cause big loss of profits?

Do you frequently generate special reports for clients or senior management?

Use CentreVu CMS or BCMS Vu. Both systems have exception alerting to notify you of problems immediately.

Use CentreVu CMS or BC MS Vu . B ot h s ys tems allow custom report developme nt, though C entreVu CMS allows maximum flexibility in those reports. In addition, CentreVu CMS allows you to create forecasts of call volume and needed staffing.

Do you need an electronic wallboard to display status

Use CentreVu CMS or BC MS Vu . B ot h s ys tems allow wallboard di splay of report data.

for your center?

Where to get more information

DEFINITY ECS Administrator’s Guide has more details about BCMS, BCMS Vu, VuStats, and CentreVu CMS. For more complete in formation, see:

■ DEFINITY ECS Basic Call Management System

Operations

■ BCMS Vu Software User Guide

■ CentreVu Call Management System Administration

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AT&T Definity - Enterprise R 8-2 Little Instruction Book - for advanced adminis

Specifications and Main Features

Frequently Asked Questions

User Manual

Welcome

Why another instruction book?

We wrote this book for you!

What information is in this book?

How to use this book

Security concerns

Trademarks and service marks

Related books

Tell us what you think!

How to get this book on the web

How to order more copies

How to get help

Managing trunks

Understanding trunks

Adding trunk groups

Setting up night service

Setting up night service for hunt groups

Setting up night station service

Setting up trunk group night service

Setting trunk answer from any station

How do night service types interact?

Managing announcements

What is an announcement?

Adding announcements

Recording announcements

Deleting announcements

Backing up your announcements

Managing hunt groups

What are hunt groups?

Setting up hunt groups

Setting up a queue

Adding hunt group announcements

Call distribution methods

Managing vectors and VDNs

What are vectors?

Writing vectors

Allowing callers to leave a message

Inserting a step

Deleting a step

Diagnosing a vector problem

Vector Directory Numbers

Using repor ts

Using report scheduler

Setting printer parameters

Scheduling and printing reports

Listing scheduled reports

Changing scheduled reports

Removing scheduled reports

Analyzing report data

Using attendant reports

Measuring attendant group traffic

Measuring individual attendant performance

Measuring attendant group performance

Trunk group reports

Summary of trunk group activity

Hourly trunk group activity

Out-of-service trunks

Current trunk group status

Least used trunks

Measuring call center performance

What should I measure?

How many people can use switch reports?

Viewing hunt group reports

Using security reports

Understanding call centers

What is a call center?

Planning a call center

Setting up the call flow

Testing the system

Monitoring your call center

Understanding Automatic Call Distribution

Viewing system capacity

Enhancing an ACD system

Selecting a call management system