Call Center Features | Lucent Technologies 8400, 9400 instruction

DEFINITY Enterprise Communications Server Release 8.2			Issue 1
Overview 555-233-002			April 2000
Call Center Features
			91

7 —Call Center Features

DEFINITY Call Center applications are designed to efficiently connect each caller with the representative best suited to serve that caller. The DEFINITY ECS begins the process by capturing information about the caller even before the call is routed. That information is integrated with existing databases and the combined data is used to match caller to agent. Additional DEFINITY features politely keep callers waiting in queue (a holding place for incoming calls) informed about how long it will probably take to process the call. Detailed call statistics are constantly available to agents and supervisors.

Calls coming into your DEFINITY ECS Call Center are queued up and routed based on information that the system continually acquires. Each of your customers can be presented with a variety of options for leaving a voice message, leaving a fax, or monitoring the status of his or her call. Using CONVERSANT voice response software, the system can even respond appropriately to spoken information.

Figure 12 summarizes how you might set up a DEFINITY Call Center.

Image 111

Lucent Technologies 8400, 9400 manual Call Center Features

Contents

Definity Your Responsibility for Your System’s Security Copyright  2000, Lucent Technologies All Rights Reserved Means of Connection Manufacturer’sPort Identifier FIC Code Network Jacks Safety ETS standards referenced by iCTR3 and CTR4ICTR3 ICTR4 How to order more copies How to get help Contents Telephone Features Attendant Operator Features Hospitality Features System Management Features Overview Xii Call Center Features Private Networking Features 107 Adjunct Systems 117 Xvi Who Should Read This Book? What Is the Purpose of This Book?What Is in This Book? About This Book Trademarks and Service Marks Conventions Used in This BookAbout This Book Conventions Used in This Book Xviii About This Book How Can I Order Other Books? Xix How Can I Order Other Books? About This Book How Can I Make Comments About This Book? How Can I Make Comments About This Book? System Overview AprilSystem Overview Expansion Port Network EPN Center Stage Switch CSSHardware Processor Port Network PPN Fiber Link Administration Carriers and CabinetsCompact Modular Cabinets Compact Modular Cabinet Single-Carrier Cabinets Typical Single-Carrier Cabinet and cabinet stack Multi-Carrier Cabinets Typical Multi-Carrier Cabinet Standard Configurations Survivable Remote EPN Srepn Reliability and RecoverabilityConfiguring for Reliability/Recoverability System Overview Reliability and Recoverability System Overview Definity ECS Network Connections Definity ECS Network ConnectionsPublic Telephone Network Private Telephone Networks ATM Networks TCP/IP Networks Shows typical Definity ECS connections Typical Connections Typical Definity ECS Connections World Class Tone Detection Administrable Loss PlanInternational Capabilities Public Network Call Priority Power System Overview PowerSoftware Telephones for the Global Marketplace Telephone FeaturesTelephone Features Telephones Telephones IP SoftPhones Series Analog Telephones6400 Tip/Ring Interface Module SoundStation Audioconferencing Systems Wireless Handsets for X-Station MobilityTeleconferencing Products Quorum A-28 Conference Bridge Soundstation EX with External Microphones SoundStation EX Hold Telephone FeaturesHandling Incoming Calls Automatic Hold Transfer Recall Trunk-to-Trunk TransferTransfer Outgoing Trunk To Outgoing Trunk Transfer Upon Hang-Up Manual Message Waiting ConferenceCall Park Misoperation Handling Internal Automatic Answer Recall SignalingLocal Call Timer Automatic Start/Stop Call Redirection Go to Cover Call CoverageCoverage Callback Coverage Incoming Call Identification Consult Reset Shift Call Typical Definity ECS Call Coverage Options Enhanced Night Service Night Service Privacy Manual Exclusion Bridged Call Appearance Multi-Appearance TelephoneBridged Call Appearance Single-Line Telephone Temporary Bridged Appearance Terminating Extension Group Call PickupStation Hunting Group Call Pickup Abbreviated Dialing Speed/Convenience Calling Automatic Callback Telephone Self-AdministrationRemote Access Active Dialing Recorded Telephone Dictation Access Emergency Access to the AttendantCrisis Alert Special Dial Tone Manual Originating Line ServiceTelephone Displays Trunk Flash Group Communication Group Listen Manual SignalingLoudspeaker Paging Access Intercom Dial Special Ringing Messaging Message-Retrieval Options Voice Messaging and Call CoverageVoice Message Retrieval Demand Print Remote Call Coverage/Call Forwarding Off-Net Personal Station AccessTelecommuting Voice Messaging Systems Station Self Display Definity Enterprise Communications Server Release Definity PC Console Attendant Operator FeaturesAttendant Operator Features Attendant Operator Call Handling Attendant Features Intrusion Call Offer Backup AlertingTimed Reminder and Attendant Timers Privacy Attendant Lockout Auto-Manual Splitting Making CallsSerial Calling Auto Start and Don’t Split Monitoring Calls Accessing the Attendant Room Status Hospitality Industry Trunk Group AccessTrunk Group Busy/Warning Indicators to Attendant Direct Extension Selection With Busy Lamp Field Attendant Direct Trunk Group Selection Centralized Attendant ServiceControl of Trunk Group Access Attendant with DCS Inter-PBX Attendant Calls DCS With RerouteEnhanced DCS Modem Pooling Computer-Related Calling FeaturesComputer-Related Calling Features Data Modules Data Modules Definity ECS Modem Pooling Computer-Related Calling Features Modem Pooling Data Hot Line Data Call SetupDefault Dialing Alphanumeric Dialing Multimedia Calling Administered ConnectionsComputer-Related Calling Features Data Restriction Data Restriction Multimedia Call Handling Computer-Related Calling Features Multimedia Calling Definity ECS Multimedia Call Handling Multimedia Multiple-Port Network Multimedia Call Redirection to MM EndpointMultimedia Data Conferencing T.120 via Multimedia Hold, Conference, Transfer, Drop IP Solutions Multimedia Applications Server InterfaceLocal Area Network Connectivity LAN Computer-Related Calling Features IP Solutions Trunks323 CentreVu IP Agent IP TrunkRoad-warrior Application Telecommuter Application Integrated Workstation Applications PassageWayCallVisor Asai Definity Enterprise Communications Server Release Hospitality Features Names Registration Hospitality ServicesSuite Check-In via the Hunt-to Feature Hospitality Features Hospitality Services Station Hunt Before Coverage Property Management System PMS Digit to Insert/DeleteSingle-Digit Dialing and Mixed Station Numbering Auto-Selection of did Numbers Hospitality Features Station Hunt Before Coverage Security System Management FeaturesScheduling Concurrent User Sessions Station Security Codes System Management Features SecurityClass of Restriction COR Security Violation Notification SVN Per Line CPN Restriction Calling/Connected Party Number CPN RestrictionRestriction Controlled Malicious Call Trace Cama E911 Trunk Group Definity Network Administration DNAAuthorization Codes Power Failure Transfer Automatic Circuit Assurance Definity Site Administration DSATroubleshooting System Management Features Definity Site Administration DSA Facility Busy Indication Packet Error HistoryDCS Automatic Circuit Assurance Busy Verification of Terminals and Trunks Recent Change History Service ObservingInformation and Reports Variable Length Ping Bulletin Board Call Charge Information Traffic Reports Call Detail Recording CDR Recorded Announcement Class of Service COSMusic-on-Hold Access Announcements Trunk Management Administration Without HardwareSystem Management Features Administration Without Hardware Tenant Partitioning Tie Trunks System Management Features Trunk ManagementTrunk Group Circuits Local Exchange Trunks Direct Inward/Outward Dialing Diod Auxiliary TrunksIP Trunks Advanced Private Line Termination Aplt Isdn Trunks Definity ECS and Isdn Full Etsi Functionality Call-by-Call Service SelectionFacility and Non-Facility Associated Signaling Wideband Switching Personal Central Office Line Pcol ATM Trunks Tandem E1 Interface Digital Multiplexed InterfaceMiscellaneous Trunks Digital Interfaces DS1 Trunk Service Answer DetectionT1 Interfaces Automatic Alternate Routing AAR Automatic Routing FeaturesSystem Management Features Automatic Routing Features Automatic Transmission Measurement System AAR/ARS Overlap Sending AAR/ARS PartitioningTime of Day Routing Alternate Facility Restriction Levels Facility Restriction Levels Traveling Class MarksGeneralized Route Selection Look-Ahead Routing Subnet Trunking Alarm AssignmentsAlternate Operations Support System Alarm Number External Device Alarming Customer-Provided Equipment Alarm Definity Enterprise Communications Server Release Call Center Features Call Center Features Definity Call Center Automatic Call Distribution ACD Call Center Features Automatic Call Distribution ACD Basic Example of Automatic Call Distribution Agent Call Handling Look-Ahead Interflow Intraflow and InterflowCall Center Release Control Redirection on No Answer Abandoned Call Search Call VectoringVector Directory Numbers VDN VDN of Origin Announcement COR for VDNApplications VDN in a Coverage Path Call Prompting Expert Agent SelectionCall Distribution Based on Skill Dialed Number Identification Service Dnis User-to-User Information Over the Public NetworkBasic Call Management System Bcms CentreVu Call Management System CentreVu CMS Call Center Features Automatic Call Distribution ACD 101 CentreVu Advocate Least Occupied Agent LOA Call Charge InformationVoice Response Integration VRI Reserve Agent Time in Queue Activation Flexible Billing Asai Adjunct Switch Application InterfaceCallVisor Adjunct Switch Application Interface Asai Direct Agent Announcement CentreVu IP Agent Asai Pending Work Mode ChangeCTI Computer Telephony Integration CentreVu Computer Telephony on MAPD-NT 106 ATM Trunking Node Number Routing Private Networking FeaturesPrivate Network Access Private Networking Features Private Network Access 107 ATM-Circuit Emulation Service ATM-CES ATM Wide Area Network PNC ATMDistributed Communications System DCS Uniform Dial Plan UDP Private Networking Features Uniform Dial Plan UDP 109 Private Networking Features Uniform Dial Plan UDP 110 Attendant Features That Work Over NetworkPhone Features That Work Over the Network System Management Features That Work Over the Network Call Completion Call Independent Signaling Connections CiscPrivate Networking Features DCS Over ISDN-PRI D-channel 112 Path ReplacementManufacturer-Specific Information MSI Call Forwarding Diversion Call Offer Call TransferName and Number Identification Called Name ID Attendant Return Call Qsig Centralized Attendant Service CASRLT Emulation via a PRI Attendant Display of Class of Restriction COR Qsig Voice Mail Capabilities Call Coverage and CAS115 116 Adjunct Systems Voice Messaging and ResponseAdjunct Systems Voice Messaging and Response 117 Adjunct Systems Voice Messaging and Response 118 Intuity Audix Adjunct Systems Voice Messaging and Response 119 Dual DCP I-Channels Mode Code InterfaceIntuity Lodging Intuity Conversant Intuity Call Accounting System Centralized Voice Mail via Mode Code IntegrationAudix Voice Power AVP Audix Voice Power Lodging Audix VPL Adjunct Systems Call Center See Call Center Features 122 Call Center See Call Center Features PassageWay Direct Connect Configurations Adjunct Systems Call Center See Call Center Features 123 Wireless Adjunct Systems Wireless 124Forum Personal Communications Manager Index 125 Index Conversant Index 126 127 128 Index 129 Index 130