Basic Call Management System Bcms | Lucent Technologies 9400, 8400

DEFINITY Enterprise Communications Server Release 8.2			Issue 1
Overview 555-233-002			April 2000

Call Center Features
Automatic Call Distribution (ACD)			100

This refined skill definition capability allows you to organize call handling based on customer, product, and language, for example.

Add/Remove Skills

Allows an agent using Expert Agent Selection to add or remove skills. A skill is a numeric identifier that refers to an agent’s specific ability. For example, an agent who speaks English and Spanish could be assigned a language -speaking skill with an identifier of 20. The agent then adds skill 20 to his or her set of working skills. If a customer needs a Spanish-speaking agent, the system routes the call to an agent with that skill. Each agent can have up to four active skills, and each skill is assigned a priority level.

Best Service Routing

Best Service Routing (BSR) distributes the call to the best local or remote split/skill among the resources to be considered, based on Expected Wait Time (EWT) or available agent characteristics.

Queue to Best ISDN Support

Queue to Best information is passed transparently over several public networks and QSIG private networks using the envelopes that are part of the QSIG Manufacturer-Specific Information (MSI) and the ISDN platform enhancement.

Dialed Number Identification Service (DNIS)

Displays, for a called party or answering position, the service or product associated with an incoming call. You administer what the system displays.

User-to-User Information Over the Public

Network

Provides the mechanism to pass information across several key public networks, including information that is originated or destined for one of several applications on

DEFINITY ECS.