A Definity Call Center | Lucent Technologies 555-230-024 guide

Call Center Summary

1)	Your Office Building	8)	CentreVu Supervisor
2)	DEFINITY ECS	9)	CallVisor Adjunct Switch
			Applications Interface
3)	Remote Agents Using	10)	INTUITY Conversant Voice
	DEFINITY Extender		Response System
4)	Remote Agents Using	11)	Local Area Network
	Home Agent
5)	Remote Call Center Using	12)	Host Computer
	Look Ahead Interflow
6)	Local Agents Organized	13)	Computer-Telephone Interface
	By Skill		Server

7)CentreVu Call Management System

Figure 3-2. A DEFINITY Call Center

555-230-024

Issue 5 January 1998 3-15

Image 89

Lucent Technologies 555-230-024 manual A Definity Call Center

Contents

Definity Trademarks Contents Industry Applications Call Center Solutions Computer-Telephone Integration Solutions Mobility Solutions Voice Processing Solutions Multimedia Solutions Networking Solutions Service Upgrade Solutions Features Contents Contents Contents Contents Contents Contents Qsig System Capacity Limits What Is in This Book? What Is the Purpose of This Book?About This Book Who Should Read This Book?Page Conventions Used in This Book Trademarks and Service MarksHow Should I Use This Book? Other References Voice Power Unix How Can I Make Comments About This Book? How Can I Order Other Books? About This Book Xxvi Issue 5 January 555-230-024 Definity Enterprise Communications Server Introduction Expandable Definity ECS AdvantagesAdaptable State of the Art Reliable/RecoverableIntegrating Definity ECS a Global Multimedia Platform International Capabilities Hardware Center Stage SwitchProcessor Port Network Expansion Port Network Carriers and Cabinets Compact Single-Carrier Cabinet Compact Single-Carrier Cabinets Shows a Compact Modular Cabinet Compact Modular Cabinets Shows a typical single-carrier cabinet Single-Carrier Cabinets Typical Cabinet Stack Four Cabinets Maximum Shows a typical multicarrier cabinet Multicarrier Cabinets Standard Configurations Standard Configurations Center Stage Switch Configurations Direct-Connect Configurations Configuring for Reliability/Recoverability Reliability and Recoverability High Reliability Standard Reliability High Reliability, Directly Connected Definity ECS High Reliability Center Stage Definity ECS 10. Critical Reliability, Directly Connected System Critical Reliability 11. Critical Reliability Center Stage ECS System Connections to ECS 12. Typical Definity ECS Connections Adjunct Connections Telephone Connections Network Connections Software Remote ServicePower Industry Applications Organize Course Offerings and Events Ensure Reliable Telephone ServiceHigher Education Communicate Easily with the Outside World Coordinate Information and Services Teach Many Students for Low Cost Plan for Expansion and Innovation Maximize Resources to Reduce Costs Healthcare Improve Response in a Busy Urban Environment Maximize Productivity and Efficiency Provide Highly Efficient Phone Service Page Improve Accessibility to Specialists Page Control Costs Hospitality Enhance Guest Services Improve Operating Efficiency and Safety Specialized Definity ECS Solutions Tenant Partitioning Financial Services Network Regional and Global Offices Automate Routine Transactions Call Center SIG Global Networking Group Video Systems Improve Customer Service Wholesale Distribution Provide Retailer Feedback to Suppliers Provide Convenient Access to Product InformationAutomate or Streamline Ordering Procedures Page Call Center Solutions Automatic Call Distribution ACD A Basic Example of Automatic Call Distribution Page Call Vectoring Applications Vector Directory Numbers and VectorsSpecial Treatment for Selected Callers Night Treatment Information Announcements for the Calling Party Look-Ahead InterflowOff-loading of Periodic Excess Calls Expert Agent Selection Call Prompting Logical Agent Call Distribution Based on Skill Reason Codes Voice Response IntegrationDirect Agent Calling Home Agent/DEFINITY Extender CallVisor Adjunct Switch Application Interface CentreVu Call Management System Basic Call Management System CentreVu Supervisor Call Center Summary A Definity Call Center On next Call Center Summary Call Center Solutions Computer-Telephone Integration Solutions Definity PC Console Capabilities Page Application Programming Interface Architecture CallVisor for Unix Definity ECS CallVisor Asai Gateway CallVisor Services Other Vendor Products CallVisor Asai Maintenance Services PassageWay PassageWay Direct Connection Page PassageWay Fast Call for Direct Connection PassageWay Direct Connect Configurations PassageWay Telephony Services Hospitality Solutions Definity ECS Definity ECS Hospitality Integration Fax Messaging Intuity Lodging Call Accounting Additional FeaturesLanguage Options Message Tandeming Attendant BackupDefinity ECS Hospitality Enhancements Attendant Crisis Alert E911/CAMA Trunk Communications with Property Management Systems Cordless Solution Mobility Solutions TransTalk Medium Range Mobility Solution Long Range Mobility Solutions Long Range Mobility Solutions Forum Personal Communications Manager Definity Wireless Business SystemPage Mobility Solutions 6Issue 5 January 555-230-024 Lucent Technologies TelecommuterModule Telecommuting SolutionsDefinity Extender Remote Call Coverage Call Forwarding Off-Net Definity ECS Features for Telecommuting Station Security Codes Personal Station AccessAudix Features for Telecommuting Conversant Features for Telecommuting Data Communications Capabilities Data Management Solutions8 Data Management Features Digital Signal Level Digital Interfaces Digital Multiplexed Interface Digital Communications Protocol ISDN-PRI High Speed Links Data Modules Series Data Modules Modems and Modem Pooling Asynchronous Data Unit Definity ECS Modem Pooling Mode Code Interface Data Management Solutions 12Issue 5 January 555-230-024 Definity Audix Voice Processing Solutions Definity Audix Voice Messaging System Reliability and Security Improved Clarity Easy Installation and ExpansionBest Solution Worldwide Summary of Definity Audix Features Intuity Messaging Solutions Intuity Message Manager Voice Messaging Systems and Call Coverage Intuity Conversant SystemPage Conversant Form Filler Plus Telephone Features Desktop Solutions10 Bridged Call Appearance Abbreviated DialingConference Display of ISDN/PPM Charge Last Number Dialed Integrated AnnouncementsIntegrated Directory Whisper Call CoverageLeave Word Calling Coverage Paths for a Manager Typical Definity ECS Call Coverage Options Voice Messaging and Call Coverage Message-Retrieval Options Telephones and WorkstationsTelephones Analog Single-Line Telephones Isdn BRI Telephones DCP TelephonesTelephones for the Global Marketplace Series Telephones 555-230-024 Issue 5 January 1998 Series Telephones Series Telephone Quorum A-28 Conference Bridge Teleconferencing Products SoundStation Audioconferencing Systems Soundstation EX with External Microphones SoundStation EX SoundStation Desktop Solutions 10-16Issue 5 January 555-230-024 Multimedia complex Multimedia Solutions11 High-Level feature description Multimedia Call Handling 11-4Issue 5 January 555-230-024 Definity ECS Multimedia Call Handling Multimedia Applications Server Interface Video Products and Services Group Video System Page MultiPoint Control Unit Desktop Conferencing Systems Arranging Conferences Qsig Global Networking Networking Solutions12 World Class Routing Time of Day Routing Network Management Features Automatic Route Selection Additional Network Feature Path ReplacementAutomatic Alternate Routing Look Ahead Routing Facility Restriction Level Generalized Route Selection Bearer Capability Class Remote Network Access Public Network Call Priority Mode of Release ControlCall Retention Forced Disconnect Network Interfaces and Equipment Authorization CodesIntrusion Re-Ring Tie Trunks Local Exchange TrunksAuxiliary Trunks Miscellaneous Trunks T1 Interfaces Digital InterfacesE1 Interface Stratum 3 Clock Isdn Isdn Definity ECS and Isdn Isdn Centralized Attendant Service Main/Satellite/Tributary Electronic Tandem Network SDN Definity ECS as Part of a DCS Distributed Communications System and Isdn Wideband Signaling Isdn Service Upgrade Solutions13 Ensuring Uninterrupted Service Connecting to a NetworkAmortizing Replacement Costs Storing New Equipment Re-training AdministratorsMaking Optimum Use Available Lines Backward Compatibility Seamless Integration System Management Solutions Definity G3 Management Applications System Management Terminal ApplicationsDefinity ECS Management Terminal Page OneVision Enterprise Network Management Applications Terranova ECS AdministrationDefinity G3 Fault Management Definity G3 Proxy Agent System AccessSystem Access Interface Support Administration Without Hardware Terminal AdministrationConcurrent User Sessions Host Interface Terminal Translation Initialization Basic Reporting Scheduling Performance Measurements Page Page ECS Reports Generator Page Call Detail Recording Call Detail Recording FeaturesCall Charge Information Call Accounting Systems Call Detail Recording Devices Call Accounting System Terminal Call Accounting System for Windows Security Violation Notification SecurityIntuity Call Accounting System Call Restrictions Features Automatic Alternate Routing AAR Automatic Routing FeaturesAutomatic Route Selection ARS AAR/ARS Overlap Sending Facility Restriction Levels Traveling Class Marks AAR/ARS PartitioningAlternate Facility Restriction Levels Subnet Trunking Administered Connections Basic FeaturesAdministrable Language Displays Alphanumeric Dialing Attendant Backup Alerting Alternate Operations Support System Alarm NumberAnswer Detection Attendant Auto-Manual Splitting Attendant Call Waiting Attendant Control of Trunk Group AccessAttendant Calling of Inward Restricted Stations Attendant Console Attendant Direct Extension Selection With Busy Lamp Field Attendant Override of Diversion FeaturesAttendant Direct Trunk Group Selection Attendant Display Attendant Release Loop Operation Attendant RecallAttendant Serial Calling Audible Message Waiting Automatic Callback Auto Start and Don’t SplitAutomatic Circuit Assurance Automatic Incoming Call Display Block Collect Call Automatic Transmission Measurement SystemBridged Call Appearance Multi-Appearance Telephone Bridged Call Appearance Single-Line Telephone Call Charge Information Bulletin BoardBusy Verification of Terminals and Trunks Call Forwarding Call CoverageCall Detail Recording Code Calling Access Class of ServiceCall Park Call Pickup Data Call Setup Customer-Provided Equipment AlarmConference Attendant Conference Terminal Dial Access to Attendant Default DialingData Hot Line Data Privacy Emergency Access to the Attendant Dialed Number Identification ServiceExtended User Administration Redirected Calls Distinctive Ringing Fiber Link Administration External Device AlarmingFacility Busy Indication Facility Test Calls Hunt Groups HoldHold Automatic Intercept Treatment Individual Attendant Access Internal Automatic Answer Intercom AutomaticIntercom Dial Manual Originating Line Service Loudspeaker Paging AccessLine Lockout Listed Directory Number Misoperation Handling Manual signalingModem Pooling Multi-Appearance Preselection and Preference Night Service Music-on-Hold Access PC/PBX Connection Power Failure TransferPersonalized Ringing Priority Calling Privacy Manual Exclusion Recall signalingPull Transfer Recorded Announcements Remote Access Recorded Telephone Dictation AccessRinging Abbreviated and Delayed Restriction Controlled Send All Calls Telephone Self AdministrationStation Hunting Temporary Bridged Appearance Terminating Extension Group Timed Reminder and Attendant Timers Transfer Trunk Group Busy/Warning Indicators to AttendantTransfer Outgoing Trunk to Outgoing Trunk Trunk Flash Trunk-to-Trunk Transfer Visually Impaired Attendant ServiceTrunk Identification By Attendant Voice Terminal Alerting Options Voice Message RetrievalVoice Terminal Display World Class Tone Detection Call Center Features Basic Call Management System Automatic Call DistributionCall Management System CMS Call Prompting Per Call CPN Restriction CallVisor Adjunct-Switch Application Interface AsaiCalling Party/Billing Number Expert Agent Selection Direct Agent AnnouncementFlexible Billing Inbound Call Management Look-Ahead Interflow Intraflow and InterflowMalicious Call Trace Multiple Call Handling Redirection on No Answer Service ObservingVDN in a Coverage Path VDN of Origin Announcement Voice Response Integration Hospitality FeaturesVuStats Attendant Room Status Do Not Disturb Hospitality ServicesDual Wakeup Room Activated Wakeup With Tones Property Management System PMS Digit to Insert/Delete Multimedia FeaturesSingle-Digit Dialing and Mixed Station Numbering Multimedia call Early Answer on vectors and stations Multimedia data conferencing T.120 via ESM Multimedia Call Handling Private Networking Features DCS Alphanumeric Display for Terminals DCS Attendant Control of Trunk Group AccessDCS Attendant Display DCS Automatic Callback DCS Call Waiting DCS Call ForwardingDCS Distinctive Ringing DCS Leave Word Calling DCS Over ISDN-PRI D-channel Extended Trunk AccessDCS Trunk Group Busy/Warning Indication DCS With Reroute Extension Number Portability Private Network AccessInter-PBX Attendant Calls Node Number Routing Qsig Call Transfer Qsig Call Forwarding DiversionQsig Call Offer Qsig Name and Number Identification Qsig Manufacturers Specific Information MSI Qsig Called/Busy Name Display Qsig Path ReplacementQsig Path Retention Transit CounterPage DS1 Trunk Service Trunk Group FeaturesIsdn General R6 BRI Trunk Enhancements Full Etsi Functionality NT Qsig Peer ProtocolAutomatic TEI Layer 1 Deactivation Facility and Non-Facility Associated Signaling Call-by-Call Service SelectionWideband Switching Multiple Subscriber Number MSN Limited Multiple Offer Categories System Capacity LimitsBOverview Table B-1. Offer Category a vs. B Abbreviated Dialing AD System Capacity Limits Automatic Call Distribution ACD Next Attendant Service Automatic Callback Calls Call Appearances Call Forwarding CallVisor Asai Masi External Device Alarming Expert Agent Selection EAS Mldn Paging System Administration Speech Synthesis Circuit Packs Voice Terminals49 VuStats 555-230-024 Issue 5 January 1998 B-19 8403B default 8403B loaded with 3 CA 8410B default Basic Definity ECS Documents AdministrationReferences Definity ECS Release 6.2 Change Description, Issue 1 Installation and Maintenance 555-230-124 Definity ECS Release 6 Maintenance for R6r, Issue 2 Call Center Documents BCS Products Security Handbook, Issue 6 CentreVu CMS Application-Specific Documents Definity ECS Release 6 Call Visor Asai Overview, Issue 2 Console Operations ACD Hospitality Definity ECS Release 6 Hospitality Operations , Issue 4 References 10Issue 5 January 555-230-024 Numerics GlossaryGL and Abbreviations ADC AccunetAdap ADU ADMAIM Aiod ALM-ACK AlboAMW ANI Asai ARSATB ATD Audix ATM AVD AUXAwoh AWG Bcms BCCBCT BER CAG BTUCacr CAS CamaCARR-POW CBC CA-TSCCcis Ccitt CEM CdruCEPT1 Cispr COR CmdrCMS CPE COSCPN CPN/BN CSU CssoCTS CWC DCO DCEDCP DCS Diod Did DLC DivaDldm DMI DOT DossDPM DPR DXS DwbsEAL Ebcdic EPN EMIEprom Epscs FAC FAT FASFAX FCC G3-MT G3-MAGptr GRS ICC HnpaIAS Icdos ICDIcht ICI Intercept tone Integrated Services Digital Network IsdnInterface Internal call Isdn InwatsIS/DTT ISN LAP-D LANLapd Lata LSU LinlLWC MAC Mapd MAPMA-UUI MCC MET MEMMFB MIM Mpdm MOSMS/T MSA Mtdm MssnetMTP MTT NAU NanpNCA/TSC Ncoss NPE NPANQC NSE Osha OQTOSI OSS PCM PBXPcol Pcolg PMS PLSPNA POE PSC ProcrPsdn PTC Osig QppcnRAM RBS RFP RENRhnpa Rinl Rose RSCSabm SAC SDI SddnSdlc SDN SSI SpidSSM SSV Sysam SXS Tabs TaasTAC TCM TOP TODTSC TTI TTY TttnUAP Uart VDN VARVIS Vlsi ZCS WSAWSS Glossary and Abbreviations GL-52Issue 5 January 555-230-024 Numerics Index IN-2Issue 5 January 555-230-024 555-230-024 Issue 5 January 1998 IN-3 IN-4Issue 5 January 555-230-024 555-230-024 Issue 5 January 1998 IN-5 IN-6Issue 5 January 555-230-024 555-230-024 Issue 5 January 1998 IN-7 IN-8Issue 5 January 555-230-024 555-230-024 Issue 5 January 1998 IN-9 IN-10Issue 5 January 555-230-024