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Detailed description

What information is displayed

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Figure 1-5. Forms that Determine What Information Appears on the VuStats Display

What

HuntGroup form

VectorDirectory Number form

AcceptableServ ice Level

Measured

Objective

AcceptableServ ice Level

Measured

AccessTrunk Group

Measured

AgentLoginID for m

AllFields

AttendantConsole form

FeatureButtons

BCMS/VuStatsLogin ID form

AllFields

Station(Voice Terminal) forms

FeatureButtons

VuStatsDisplay Format form

Format Number

NextFormat Number

Numberof Inter vals

ObjectType

DataType

Period

Threshold

Ref

Contents

Main Page Page Page Wed like your opinion. Page Contents About This Document v 1 Contents 2 A GL IN Index IN-1 About This Document Overview vi Purpose Audience Reason for reissue How to use this document Organization Feature-related information viii Conventions used in this document Trademarks and service marks x How to get help How to make comments about this document FsmFsnnn 1-1QQQ__Q Call Center 1-2 Related feature or form Abandoned Call Search 1-4 How to administer Abandoned Call Search Add/Remove Skills How to administer Add/Remove Skills 1-6 Agent Call Handling How to administer Agent Call Handling 1-8 Agent login and logout Login Logout 1-10 Agent answering options Automatic Answer Manual Answer ACD work modes Auxiliary work mode Auto-In mode Manual-In mode After Call Work mode 1-12 Timed After Call Work Timed ACW and VDN Cancelling Timed ACW Agent request for supervisor assistance Stroke counts 1-14 Call work codes Forced entry of stroke counts and call work codes Expanded technical information Agent capacity and related limits 1-16 Release button Timed A CW Nonvector-controlled splits 1-18 Agents logged into multiple splits Agents with Automatic Answer CALLMASTER terminals Agents assigned to hunt-group and ACD calls Page 1-20 Auto-Available Split How to administer AAS 1-22 Automatic Call Distribution 1-24 How to administer ACD 1-26 Direct Department Calling Uniform Call Distribution Expert Agent Distribution Comparison of agent selection methods 1-28 Queuing and announcements First announcement Forced first announcement 1-30 Second announcement Forced disconnect Announcement rules Entering the queue 1-32 Priority queuing Queue status indications Direct Agent Calling Maximum Number of Agents MIA Across Splits/Skills 1-34 Announcements Storing and retrieving messages Class of Restriction Trunk groups and ACD splits Agent considerations Vector-controlled splits 1-36 Changing hunt groups from ACD to non-ACD Page 1-38 Basic Call Management System 1-40 How to administer BCMS Page 1-42 Best Service Routing Benefits of Best Service Routing 1-44 Before you Start Switch requirements 1-46 Network requirements How to administer Best Service Routing Single-site BSR 1-48 Multi-site BSR Call surplus situations Agent surplus situations 1-50 Vector commands for single-site BSR 1-52 Vector commands for multi-site BSR 1-54 Page 1-56 Page 1-58 Call Management System How to administer the DEFINITY/CMS Interface Call Prompting 1-60 How to administer Call Prompting Page 1-62 Call Vectoring How to administer Call Vectoring Page 1-64 Page 1-66 Page 1-68 Page 1-70 CentreVu Advocate How to administer CentreVu Advocate 1-72 Page 1-74 Page 1-76 Page 1-78 Expert Agent Selection How to administer EAS How to administer Direct Agent Announcement 1-80 Detailed administration for EAS VDN administration Vector administration Page 1-82 MIA Across Splits/Skills Additional Agent Login ID Capabilities Direct Agent Calling 1-84 Page 1-86 Inbound Call Management 1-88 How to administer ICM Applications 1-90 Agent data screen delivery applications Integration with speech processing adjuncts 1-92 Host/adjunct call routing 1-94 Information Forwarding User-to-User Information Transport Support of new features 1-96 Administering User-to-User Information Tran spo rt Page 1-98 Determining User Information Needs 1-100 Troubleshooting Intraflow and Interflow Intraflow Interflow 1-102 How to administer Intraflow and Interflow Detailed description Page 1-104 Look-Ahead Interflow How to administer Look-Ahead Interflow 1-106 Page 1-108 Page 1-110 Multiple Call Handling How to administer MCH Applications MCH settings On request One forced 1-112 One per skill Many forced MCH example 1-114 Page 1-116 Queue Status Indications How to administer Queue Status Indications Detailed description 1-118 Reason Codes How to administer Reason Codes Forced reason codes Requested reason codes Entering AUX work mode Logging out 1-120 Default code Page 1-122 Redirection on No Answer How to administer RONA Application examples VRU applications 1-124 Other applications RONA Routing Sequences 1-126 Using BCMS/CMS reports with RONA Returning AAS agents to service Page 1-128 Page 1-130 Page 1-132 Page 1-134 Interactions with other ringing call timers Page 1-136 Service Observing How to administer Service Observing Page 1-138 Observing logical-agent IDs Observing VDNs Observing remotely or by FAC 1-140 Service Observing indicators Page 1-142 Page 1-144 General security VDN-call security Vector-initiated security Remote-access security 1-146 Observability Ineligibility Trunk calls Multiple observers Conferenced calls Transferred calls 1-148 Page 1-150 Universal Call ID What is UCIDs purpose? What does UCID look like? How Does UCID Work? 1-152 What creates UCIDs? When are UCIDs created? How are UCIDs transmitted? How are UCIDs tracked? Station-to-Station Calls Page Simple Transfer or Conference 1-156 Complex Conference DEFINITY before Simple call tracking 1-158 Page 1-160 Before You Start Page 1-162 How to Administer Universal Call ID Task a: Check ASAI Interface before enabling UCID Task b: Set DEFINITY ECS to create and send UCIDs 1-164 Task c: Enable UCID Transmission on Trunk Groups Troubleshooting 1-166 VDN in a Coverage Path How to administer VICP Page 1-168 Page 1-170 VDN of Origin Announcement How to administer VOA 1-172 Page 1-174 Page 1-176 Voice Response Integration 1-178 How to administer VRI Page 1-180 Page 1-182 Page 1-184 VuStats 1-186 # Figure 1-4. CallMaster Terminal with VuStats Display How to administer VuStats 1-188 Page 1-190 Page 1-192 Page 1-194 What information is displayed ^FOpddpamVOph"m=OaFd==FFhamFamOph"apm^""=azd" Figure 1-5. Forms that Determine What Information Appears on the VuStats Display What Data Type Period Threshold Format description 1-196 Display linking How the information looks When the information updates When 1-198 Tables of Data Types Page 1-200 Page 1-202 Page 1-204 Page 1-206 Page 1-208 Page 1-210 Page 1-212 Page 1-214 Page Page Call Center Forms Agent LoginID 2-2 Page 2-4 Page 2-6 Best Service Routing (BSR) Application Plan 2-8 FFa4FpamV|}zzda4"apmd"m FsmFsnnn 2-9QQQ__Q Screen 2-3. Best Service Routing Application Plan Form Screen 2-4. List Best Service Routing Applications Form 2-10 BCMS/VuStats Login ID Page 2-12 Call Center System Parameters Page 7 of the form Page 2-14 Page 8 of the form 2-16 Call Vector "ddFmFph 2-18 Screen 2-8. Call Vector Form (Page 1 of X) Screen 2-9. Call Vector Form (Page 2 of X) Page 2-20 Reason Code Names 2-22 SIT Treatment for Call Classification Page 2-24 Vector Directory Number Page 2-26 F4paF4ph*F FsmFsnnn 2-27QQQ__Q Screen 2-13. Vector Directory Number Add/Change Form Screen 2-14. Vector Directory Numbers List Form 2-28 Vector Routing Table 2-30 VuStats Display Format 2-32 Page 2-34 Page "ddFmFph 2-36 Screen 2-17. VuStats Display Format Example Change/Display Form Page 2-38 Tables of Required and Allowed Fields Page 2-40 Page 2-42 Page 2-44 A References Basic DEFINITY ECS documents Page Page Page Page Page Page Page Page Page FsmFsnnn GL-1QQQ__Q GLGlossary and Abbreviations Numerics A QQQ__QGL-2 FsmFsnnn FsmFsnnn GL-3QQQ__Q QQQ__QGL-4 FsmFsnnn FsmFsnnn GL-5QQQ__Q QQQ__QGL-6 FsmFsnnn FsmFsnnn GL-7QQQ__Q B QQQ__QGL-8 FsmFsnnn FsmFsnnn GL-9QQQ__Q C QQQ__QGL-10 FsmFsnnn FsmFsnnn GL-11QQQ__Q QQQ__QGL-12 FsmFsnnn FsmFsnnn GL-13QQQ__Q QQQ__QGL-14 FsmFsnnn FsmFsnnn GL-15QQQ__Q D QQQ__QGL-16 FsmFsnnn Page QQQ__QGL-18 FsmFsnnn FsmFsnnn GL-19QQQ__Q QQQ__QGL-20 FsmFsnnn E FsmFsnnn GL-21QQQ__Q QQQ__QGL-22 FsmFsnnn FsmFsnnn GL-23QQQ__Q F QQQ__QGL-24 FsmFsnnn G FsmFsnnn GL-25QQQ__Q H QQQ__QGL-26 FsmFsnnn I FsmFsnnn GL-27QQQ__Q QQQ__QGL-28 FsmFsnnn FsmFsnnn GL-29QQQ__Q K L QQQ__QGL-30 FsmFsnnn FsmFsnnn GL-31QQQ__Q M QQQ__QGL-32 FsmFsnnn FsmFsnnn GL-33QQQ__Q QQQ__QGL-34 FsmFsnnn FsmFsnnn GL-35QQQ__Q N QQQ__QGL-36 FsmFsnnn FsmFsnnn GL-37QQQ__Q O QQQ__QGL-38 FsmFsnnn P FsmFsnnn GL-39QQQ__Q QQQ__QGL-40 FsmFsnnn FsmFsnnn GL-41QQQ__Q Q QQQ__QGL-42 FsmFsnnn R FsmFsnnn GL-43QQQ__Q S QQQ__QGL-44 FsmFsnnn FsmFsnnn GL-45QQQ__Q QQQ__QGL-46 FsmFsnnn FsmFsnnn GL-47QQQ__Q T QQQ__QGL-48 FsmFsnnn FsmFsnnn GL-49QQQ__Q U QQQ__QGL-50 FsmFsnnn V FsmFsnnn GL-51QQQ__Q W QQQ__QGL-52 FsmFsnnn Z IN FsmFsnnn IN-1QQQ__Q Index Numerics A IN-2 FsmFsnnn IN-3QQQ__Q B IN-4 C FsmFsnnn IN-5QQQ__Q IN-6 FsmFsnnn IN-7QQQ__Q D E IN-8 F H I FsmFsnnn IN-9QQQ__Q L M IN-10 N O P Q FsmFsnnn IN-11QQQ__Q R IN-12 S FsmFsnnn IN-13QQQ__Q T IN-14 U V FsmFsnnn IN-15QQQ__Q IN-16 W X Z