Lucent Technologies 555-230-024 manual Automatic Call Distribution ACD

Call Center Solutions

■Voice Response Integration, which combines and integrates the capabili- ties of your DEFINITY call center system with those of your CONVERSANT Voice Information System.

■CallVisor ASAI, which delivers call information to a host computer applica- tion which routes calls and supplies information to agents.

■CentreVu Call Management System, which provides reporting and man- agement information about your call center.

■CentreVu Supervisor, which provides a MicroSoft® Windows™-based graphic interface for your CentreVu Call Management System.

■Basic Call Management System, which provides call management report- ing for smaller call center operations.

DEFINITY ECS provides an applications platform that consists of several ele- ments. When these elements are integrated to meet your business requirements, you will have the advanced call distribution and management capabilities that will deliver the performance and growth necessary for your business success.

NOTE:

Some applications and products are unavailable in some countries. Please check with your local distributor for further information about which features and applications are available to you.

Automatic Call Distribution (ACD)

If your company has departments (such as sales, billing, or customer service) that handle large volumes of incoming calls, you can benefit by using DEFINITY ECS’s powerful ACD capabilities. ACD is the basic building block for call center applications.

ACD offers you a method for distributing incoming calls efficiently and equitably among available agents. With ACD, incoming calls can be directed to the first idle or most idle agent within a group of agents. With most idle agent distribution, an incoming call is routed to the agent who has been available for the longest time, resulting in balanced workloads for agents.

Agents in an ACD environment are assigned to a hunt group, a group of agents handling the same types of calls. DEFINITY ECS supports up to 600 different hunt groups. Each hunt group has associated trunks, stations, recordings, and queues. You can assign many ACD features on a per-hunt group basis to meet the different needs of diverse agent groups. You can link a telephone number to an ACD hunt group by associating a published number (often an 800 number) with the hunt group extension number of the hunt group.

Each DEFINITY ECS can support and measure up to 5,200 agents. The total number your system can support will depend on the system configuration, the number of hunt groups to which agents are assigned, and the version of Cen- treVu Call Management System you use.

3-2Issue 5 January 1998 555-230-024