Lucent Technologies 555-230-024 Manuel D’Utilisation
Call Center Features
Issue 5 January 1998
A-33
555-230-024
detection precise” is used in countries that, except for the continuous dial tone
and discontinuous other tone, have tones with characteristics that do not match
those expected by the tone detector board’s detect mode. The “level of tone
detection broadband” is used in countries that have a discontinuous dial tone.
and discontinuous other tone, have tones with characteristics that do not match
those expected by the tone detector board’s detect mode. The “level of tone
detection broadband” is used in countries that have a discontinuous dial tone.
World Class Tone Generation
Allows you to define call-progress tones. You can select values for frequency and
cadence. If you do not define a call-progress tone, DEFINITY ECS sends silence.
cadence. If you do not define a call-progress tone, DEFINITY ECS sends silence.
Call Center Features
DEFINITY ECS offers the following features designed to help you set up and
maintain a modern call center.
maintain a modern call center.
Abandoned Call Search
Allows a central office that does not provide timely disconnect supervision to
identify abandoned calls. An abandoned call is one in which the calling party
hangs up before the call is answered. Abandoned Call Search is suitable only for
older central offices that do not provide timely disconnect supervision.
identify abandoned calls. An abandoned call is one in which the calling party
hangs up before the call is answered. Abandoned Call Search is suitable only for
older central offices that do not provide timely disconnect supervision.
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.
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.
Agent Call Handling
Allows you to administer functions that Automatic Call Distribution agents use
when handling incoming calls. You define specific agent capabilities and can
plan capacities based on those capabilities. The same list of agent capabilities
are also supported through the CallVisor Adjunct/Switch Applications Interface
(ASAI).
when handling incoming calls. You define specific agent capabilities and can
plan capacities based on those capabilities. The same list of agent capabilities
are also supported through the CallVisor Adjunct/Switch Applications Interface
(ASAI).
Auto-Available Split
Allows members of an ACD split to be in Auto-In work mode continuously. An
agent in Auto-In work mode becomes available for another ACD call immediately
after disconnecting from an ACD call. You can use AAS to bring ACD-split mem-
agent in Auto-In work mode becomes available for another ACD call immediately
after disconnecting from an ACD call. You can use AAS to bring ACD-split mem-