Lucent Technologies 8.2 User Manual
DEFINITY ECS Release 8.2
Administrator’s Guide
Administrator’s Guide
555-233-506
Issue 1
April 2000
Screen reference
676
Feature-Related System Parameters
17
Field descriptions for page 9
Screen 93.
Feature-Related System Parameters screen
Agent and Call Selection Parameters:
MIA Across Splits or Skills?
ACW Agents Considered Idle
Call Selection Measurement
This field determines how DEFINITY ECS selects a call for an agent when the
agent becomes available and there are calls in queue.
agent becomes available and there are calls in queue.
Valid entries
Usage
y/n
Enter
y
to remove an agent from the MIA queue for all the
splits/skills/hunt groups that he or she is available in when the
agent answers a call from any of his or her splits/skills/hunt
groups.
agent answers a call from any of his or her splits/skills/hunt
groups.
Valid entries
Usage
y/n
Enter
y
to have agents who are in After Call Work included in
the Most-Idle Agent queue. This means that ACW is counted
as idle time. Enter
as idle time. Enter
n
to exclude ACW agents from the queue.
change system-parameters features
Page 9 of 10
FEATURE-RELATED SYSTEM PARAMETERS
CALL CENTER SYSTEM PARAMETERS
AGENT AND CALL SELECTION
AGENT AND CALL SELECTION
MIA Across Splits or Skills? n
ACW Agents Considered Idle? y
Call Selection Measurement: current-wait-time
Call Selection Measurement: current-wait-time
Service Level Supervisor Call Selection Override? y
REASON CODES
Aux Work Reason Code Type: none
Logout Reason Code Type: none
CALL MANAGEMENT SYSTEM
Adjunct CMS Release:
ACD Login Identification Length: 0
BCMS/VuStats Measurement Interval: hour
BCMS/VuStats Abandon Call Timer (seconds):
Validate BCMS/VuStats Login IDs? n
Clear VuStats Shift Data: on-login
Remove Inactive BCMS/VuStats Agents? n