DEFINITY ECS Release 8.2
Administrator’s Guide
555-233-506 Issue 1
April 2000
Handling incoming calls
169Understanding Automatic Call Distribution
7
4. In the Measured field, indicate how you want to measure calls to his VDN.
In our example, type both (for both CMS and BCMS).
Tip:
BCMS must be enabled to use “both.” Use
display
system-parameters customer-options
to see if BCMS is enabled.
5. Press ENTER to save your changes.
Viewing vector directory numbers
To see the VDNs already associated with your vectors:
1. Type list VDN and press RETURN.
The Vector Directory Number screen appears.
Each VDN maps to one vector. Several VDNs can map to the same vector.
Understanding Automatic Call Distribution
Automatic Call Distribution (ACD) is a DEFINITY ECS feature used in many cal l
centers. ACD gives you 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 also be more powerful because they allow you
to use features and products that are not available in non-ACD systems. Refer to
DEFINITY ECS Guide to ACD Call Centers for more information on ACD call
centers.
VECTOR DIRECTORY NUMBER
Event
VDN Vec Orig Notif Skills
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