Lucent Technologies 9400, 8400 manual CentreVu Advocate

DEFINITY Enterprise Communications Server Release 8.2	Issue 1
Overview 555-233-002	April 2000
Call Center Features
Automatic Call Distribution (ACD)	102

Dual Links to CMS

Provides an additional TCP/IP link to a separate CMS for full, duplicated CMS data collection functionality and High availability CMS configuration. The same data is sent to both servers and the administration can be done from either server. The ACD data will be delivered over different network routes to prevent any data loss from such conditions as ACD link failures, CMS hardware or software failures, CMS maintenance or CMS upgrades.

CMS Measurement of ATM

Provides the capability to externally measure ATM trunks on CMS. The CMS messages and reports are modified to support the expanded equipment location.

VuStats

VuStats presents Basic Call Management System (BCMS) statistics on telephone displays. Agents, supervisors, Call Center managers, and other users can press a button and view statistics for agents, splits or skills, VDNs, and trunk groups. These statistics can help agents monitor their own performance or respond appropriately to the caller’s request.

Site Statistics for Remote Port Networks

Forwards location IDs to CMS to provide Call Center site-specific reports.

CentreVu Advocate

CentreVu Advocate is the collection of ECS features that provide new flexibility in the way a call is selected for an agent in a call surplus situation and in the way an agent is selected for a call. Instead of the traditional "First-In, First-Out" approach, The caller’s needs, potential business value and their desire to wait are looked at and then the system will decide which agents should be matched to the callers.

Call Selection Override per Skill

Call Selection override is determined by skill. Call Center Supervisors can override the normal call handling activity on particular skills only, or for the entire Call Center.