DEFINITY ECS Release 8.2
Administrator’s Guide
555-233-506 Issue 1
April 2000
Screen reference
940System Parameters Customer-Options
17
BCMS/VuStats LoginIDs
Allows you to administer valid agent login IDs to monitor call activity by agent.
This feature can be used when EAS is not optioned, or in addition to EAS login
IDs. When this field is y, both BCMS and CMS use the same login ID for an
agent.
BCMS/VuStats Service Level
Allows you to set up hunt groups or Vector Directory Numbers (VDNs) with an
acceptable service level. An acceptable service level defines the number of
seconds within which a call must be answered to be considered acceptable.
Call Center Release
Displays the call center release installed on the system.
Call Work Codes
Allows agents to enter digits for an ACD call to record customer-defined events
such as account codes or social security numbers.
CentreVu® Advocate
Software that provides an integrated set of advanced features to optimize call
center performance. For information on CentreVu® Advocate, contact your
Account Executive.
DTMF Feedback Signals For VRU
Provides support for the use of Cand D Tones to VRUs.
EAS-PHD
Increases the number of skills an agent can log in to from four to 20. Increases the
number of agent skill preference levels from two to 16.
Expert Agent Selection (EAS)
Provides skills-based routing of calls to the best-qualified agent.
Forced ACD Calls
See Multiple Call Handling.