Call Center Solutions | Lucent Technologies 555-230-024 specification

Call Center Solutions

Table 3-1. Call Center Packages Available in the

DEFINITY ECS — Continued

		Call	Call	Call	Call
		Center	Center	Center	Center
	Feature	Basic	Plus	Deluxe	Elite

	Add/Remove Skills by				X
	Feature Access Code

	Service Observing on				X
	Logical Agent

	MWL for Logical Agent				X
	Coverage

	Inspect Button Shows				X
	Station Name

	Reason Codes				X

Continued on next page

1.Caller Information Forwarding is only available in the United States.

Computer-Telephone Integration is a fundamental component of efficient call center operations. Consequently, Chapter 4, "Computer-Telephone Integration Solutions" includes additional call center information.

3-18Issue 5 January 1998

555-230-024

Image 92

Lucent Technologies 555-230-024 manual Call Center Solutions

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 the Purpose of This Book? What Is in 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? Voice Power Unix Other References How Can I Order Other Books? How Can I Make Comments About This Book? About This Book Xxvi Issue 5 January 555-230-024 Introduction Definity Enterprise Communications Server Expandable Definity ECS AdvantagesAdaptable State of the Art Reliable/RecoverableIntegrating International Capabilities Definity ECS a Global Multimedia Platform Center Stage Switch HardwareProcessor Port Network Expansion Port Network Carriers and Cabinets Compact Single-Carrier Cabinets Compact Single-Carrier Cabinet Compact Modular Cabinets Shows a Compact Modular Cabinet Single-Carrier Cabinets Shows a typical single-carrier cabinet Typical Cabinet Stack Four Cabinets Maximum Multicarrier Cabinets Shows a typical multicarrier cabinet Standard Configurations Standard Configurations Direct-Connect Configurations Center Stage Switch Configurations Reliability and Recoverability Configuring for Reliability/Recoverability Standard Reliability High Reliability High Reliability, Directly Connected Definity ECS High Reliability Center Stage Definity ECS Critical Reliability 10. Critical Reliability, Directly Connected System 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 Coordinate Information and Services Communicate Easily with the Outside World Teach Many Students for Low Cost Plan for Expansion and Innovation Healthcare Maximize Resources to Reduce Costs Improve Response in a Busy Urban Environment Maximize Productivity and Efficiency Provide Highly Efficient Phone Service Page Improve Accessibility to Specialists Page Hospitality Control Costs Improve Operating Efficiency and Safety Enhance Guest Services Specialized Definity ECS Solutions Financial Services Tenant Partitioning Automate Routine Transactions Network Regional and Global Offices SIG Global Networking Call Center Improve Customer Service Group Video Systems 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 Vector Directory Numbers and Vectors ApplicationsSpecial Treatment for Selected Callers Night Treatment Information Announcements for the Calling Party Look-Ahead InterflowOff-loading of Periodic Excess Calls Call Prompting Expert Agent Selection Call Distribution Based on Skill Logical Agent Reason Codes Voice Response IntegrationDirect Agent Calling CallVisor Adjunct Switch Application Interface Home Agent/DEFINITY Extender CentreVu Call Management System CentreVu Supervisor Basic Call Management System Call Center Summary A Definity Call Center On next Call Center Summary Call Center Solutions Computer-Telephone Integration Solutions Definity PC Console Capabilities Page Architecture Application Programming Interface CallVisor for Unix Definity ECS CallVisor Services CallVisor Asai Gateway CallVisor Asai Maintenance Services Other Vendor Products PassageWay PassageWay Direct Connection Page PassageWay Direct Connect Configurations PassageWay Fast Call for Direct Connection PassageWay Telephony Services Hospitality Solutions Definity ECS Definity ECS Hospitality Integration Intuity Lodging Fax Messaging Call Accounting Additional FeaturesLanguage Options Message Tandeming Attendant BackupDefinity ECS Hospitality Enhancements E911/CAMA Trunk Attendant Crisis Alert Communications with Property Management Systems Mobility Solutions Cordless Solution Medium Range Mobility Solution TransTalk Long Range Mobility Solutions Long Range Mobility Solutions Definity Wireless Business System Forum Personal Communications ManagerPage Mobility Solutions 6Issue 5 January 555-230-024 Lucent Technologies TelecommuterModule Telecommuting SolutionsDefinity Extender Definity ECS Features for Telecommuting Remote Call Coverage Call Forwarding Off-Net Station Security Codes Personal Station AccessAudix Features for Telecommuting Conversant Features for Telecommuting Data Management Solutions8 Data Communications Capabilities Data Management Features Digital Signal Level Digital Interfaces Digital Communications Protocol Digital Multiplexed Interface ISDN-PRI Data Modules High Speed Links Series Data Modules Asynchronous Data Unit Modems and Modem Pooling Definity ECS Modem Pooling Mode Code Interface Data Management Solutions 12Issue 5 January 555-230-024 Voice Processing Solutions Definity Audix 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 Intuity Conversant System Voice Messaging Systems and Call CoveragePage Conversant Form Filler Plus Desktop Solutions10 Telephone Features Abbreviated Dialing Bridged Call AppearanceConference Display of ISDN/PPM Charge Last Number Dialed Integrated AnnouncementsIntegrated Directory Whisper Call CoverageLeave Word Calling Coverage Paths for a Manager Voice Messaging and Call Coverage Typical Definity ECS Call Coverage Options Telephones and Workstations Message-Retrieval OptionsTelephones Analog Single-Line Telephones DCP Telephones Isdn BRI TelephonesTelephones for the Global Marketplace Series Telephones 555-230-024 Issue 5 January 1998 Series Telephones Series Telephone Teleconferencing Products Quorum A-28 Conference Bridge SoundStation Audioconferencing Systems Soundstation EX with External Microphones SoundStation SoundStation EX Desktop Solutions 10-16Issue 5 January 555-230-024 Multimedia Solutions11 Multimedia complex High-Level feature description Multimedia Call Handling 11-4Issue 5 January 555-230-024 Definity ECS Multimedia Call Handling Video Products and Services Multimedia Applications Server Interface Group Video System Page Desktop Conferencing Systems MultiPoint Control Unit Arranging Conferences Networking Solutions12 Qsig Global Networking World Class Routing Network Management Features Time of Day Routing Additional Network Feature Path Replacement Automatic Route SelectionAutomatic Alternate Routing Look Ahead Routing Generalized Route Selection Facility Restriction Level Remote Network Access Bearer Capability Class Mode of Release Control Public Network Call PriorityCall Retention Forced Disconnect Authorization Codes Network Interfaces and EquipmentIntrusion Re-Ring Local Exchange Trunks Tie 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 Wideband Signaling Distributed Communications System and Isdn Isdn Service Upgrade Solutions13 Ensuring Uninterrupted Service Connecting to a NetworkAmortizing Replacement Costs Re-training Administrators Storing New EquipmentMaking 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 Terminal Administration Administration Without HardwareConcurrent User Sessions Host Interface Terminal Translation Initialization Scheduling Basic Reporting Performance Measurements Page Page ECS Reports Generator Page Call Detail Recording Call Detail Recording FeaturesCall Charge Information Call Detail Recording Devices Call Accounting Systems Call Accounting System for Windows Call Accounting System Terminal Security Violation Notification SecurityIntuity Call Accounting System Call Restrictions Features Automatic Routing Features Automatic Alternate Routing AARAutomatic Route Selection ARS AAR/ARS Overlap Sending Facility Restriction Levels Traveling Class Marks AAR/ARS PartitioningAlternate Facility Restriction Levels Subnet Trunking Basic Features Administered ConnectionsAdministrable Language Displays Alphanumeric Dialing Alternate Operations Support System Alarm Number Attendant Backup AlertingAnswer Detection Attendant Auto-Manual Splitting Attendant Control of Trunk Group Access Attendant Call WaitingAttendant Calling of Inward Restricted Stations Attendant Console Attendant Override of Diversion Features Attendant Direct Extension Selection With Busy Lamp FieldAttendant Direct Trunk Group Selection Attendant Display Attendant Recall Attendant Release Loop OperationAttendant Serial Calling Audible Message Waiting Auto Start and Don’t Split Automatic CallbackAutomatic Circuit Assurance Automatic Incoming Call Display Automatic Transmission Measurement System Block Collect CallBridged 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 Class of Service Code Calling AccessCall Park Call Pickup Customer-Provided Equipment Alarm Data Call SetupConference Attendant Conference Terminal Default Dialing Dial Access to AttendantData Hot Line Data Privacy Dialed Number Identification Service Emergency Access to the AttendantExtended User Administration Redirected Calls Distinctive Ringing External Device Alarming Fiber Link AdministrationFacility Busy Indication Facility Test Calls Hunt Groups HoldHold Automatic Individual Attendant Access Intercept Treatment Internal Automatic Answer Intercom AutomaticIntercom Dial Loudspeaker Paging Access Manual Originating Line ServiceLine Lockout Listed Directory Number Manual signaling Misoperation HandlingModem Pooling Multi-Appearance Preselection and Preference Music-on-Hold Access Night Service Power Failure Transfer PC/PBX ConnectionPersonalized Ringing Priority Calling Recall signaling Privacy Manual ExclusionPull Transfer Recorded Announcements Recorded Telephone Dictation Access Remote AccessRinging Abbreviated and Delayed Restriction Controlled Telephone Self Administration Send All CallsStation Hunting Temporary Bridged Appearance Timed Reminder and Attendant Timers Terminating Extension Group Trunk Group Busy/Warning Indicators to Attendant TransferTransfer Outgoing Trunk to Outgoing Trunk Trunk Flash Trunk-to-Trunk Transfer Visually Impaired Attendant ServiceTrunk Identification By Attendant Voice Message Retrieval Voice Terminal Alerting OptionsVoice Terminal Display World Class Tone Detection Call Center Features Automatic Call Distribution Basic Call Management SystemCall Management System CMS Call Prompting Per Call CPN Restriction CallVisor Adjunct-Switch Application Interface AsaiCalling Party/Billing Number Direct Agent Announcement Expert Agent SelectionFlexible Billing Inbound Call Management Intraflow and Interflow Look-Ahead InterflowMalicious Call Trace Multiple Call Handling Service Observing Redirection on No AnswerVDN in a Coverage Path VDN of Origin Announcement Hospitality Features Voice Response IntegrationVuStats Attendant Room Status Hospitality Services Do Not DisturbDual Wakeup Room Activated Wakeup With Tones Multimedia Features Property Management System PMS Digit to Insert/DeleteSingle-Digit Dialing and Mixed Station Numbering Multimedia call Early Answer on vectors and stations Multimedia Call Handling Multimedia data conferencing T.120 via ESM Private Networking Features DCS Attendant Control of Trunk Group Access DCS Alphanumeric Display for TerminalsDCS Attendant Display DCS Automatic Callback DCS Call Forwarding DCS Call WaitingDCS Distinctive Ringing DCS Leave Word Calling Extended Trunk Access DCS Over ISDN-PRI D-channelDCS Trunk Group Busy/Warning Indication DCS With Reroute Private Network Access Extension Number PortabilityInter-PBX Attendant Calls Node Number Routing Qsig Call Transfer Qsig Call Forwarding DiversionQsig Call Offer Qsig Manufacturers Specific Information MSI Qsig Name and Number Identification Qsig Path Replacement Qsig Called/Busy Name DisplayQsig Path Retention Transit CounterPage Trunk Group Features DS1 Trunk ServiceIsdn General R6 BRI Trunk Enhancements NT Qsig Peer Protocol Full Etsi FunctionalityAutomatic TEI Layer 1 Deactivation Call-by-Call Service Selection Facility and Non-Facility Associated SignalingWideband Switching Multiple Subscriber Number MSN Limited Multiple Offer Categories System Capacity LimitsBOverview Table B-1. Offer Category a vs. B System Capacity Limits Abbreviated Dialing AD 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 Installation and Maintenance Definity ECS Release 6.2 Change Description, Issue 1 555-230-124 Definity ECS Release 6 Maintenance for R6r, Issue 2 BCS Products Security Handbook, Issue 6 Call Center Documents Application-Specific Documents CentreVu CMS Definity ECS Release 6 Call Visor Asai Overview, Issue 2 ACD Console Operations Definity ECS Release 6 Hospitality Operations , Issue 4 Hospitality References 10Issue 5 January 555-230-024 GlossaryGL and Abbreviations Numerics ADC AccunetAdap ADM ADUAIM Aiod Albo ALM-ACKAMW ANI ARS AsaiATB ATD ATM Audix AUX AVDAwoh AWG BCC BcmsBCT BER CAG BTUCacr CAS CamaCARR-POW CA-TSC CBCCcis Ccitt Cdru CEMCEPT1 Cispr COR CmdrCMS COS CPECPN CPN/BN Csso CSUCTS CWC DCE DCODCP DCS Did Diod Diva DLCDldm DMI Doss DOTDPM DPR Dwbs DXSEAL Ebcdic EMI EPNEprom Epscs FAC FAS FATFAX FCC G3-MA G3-MTGptr GRS ICC HnpaIAS ICD IcdosIcht ICI Integrated Services Digital Network Isdn Intercept toneInterface Internal call Inwats IsdnIS/DTT ISN LAN LAP-DLapd Lata Linl LSULWC MAC MAP MapdMA-UUI MCC MEM METMFB MIM MOS MpdmMS/T MSA Mssnet MtdmMTP MTT Nanp NAUNCA/TSC Ncoss NPA NPENQC NSE OQT OshaOSI OSS PBX PCMPcol Pcolg PLS PMSPNA POE Procr PSCPsdn PTC Qppcn OsigRAM RBS REN RFPRhnpa Rinl RSC RoseSabm SAC Sddn SDISdlc SDN Spid SSISSM SSV SXS Sysam Taas TabsTAC TCM TOD TOPTSC TTI Tttn TTYUAP Uart VAR VDNVIS Vlsi ZCS WSAWSS Glossary and Abbreviations GL-52Issue 5 January 555-230-024 Index Numerics 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