Lucent Technologies 555-670-111 User Manual
MERLIN LEGEND Communications System Release 7.0
System Programming
System Programming
555-670-111
Issue 1
April 1999
Prior Releases: Features and Enhancements
xxxix
Release 4.2 Enhancements (June 1997)
— MCI 900 service numbers.
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LEC services for DMS-100 switch types:
— DMS Virtual Private Network service for calls between the MERLIN
LEGEND Communications System and another communications
system (such as another MERLIN LEGEND Communications
System).
system (such as another MERLIN LEGEND Communications
System).
— DMS INWATS (Inward Wide Area Telephone Service) for domestic
toll-free incoming voice calls.
— DMS OUTWATS (Outward Wide Area Telephone Service) for
domestic outgoing long-distance voice calls.
— DMS FX (foreign exchange) to provide local call rating for calls from
the local exchange to the area serviced by the foreign exchange.
— DMS tie trunk service to provide private exchange call rating for
calls placed on a dedicated central office facility between the
MERLIN LEGEND Communications System and another
communications system (such as another MERLIN LEGEND
Communications System).
MERLIN LEGEND Communications System and another
communications system (such as another MERLIN LEGEND
Communications System).
Improvements to Station Message Detail
Recording (SMDR) and Support for
MERLIN LEGEND Reporter Application
Recording (SMDR) and Support for
MERLIN LEGEND Reporter Application
0
The SMDR feature is enhanced to provide more details about calling group agent
activities and to help system managers assess the effectiveness of call centers in
terms of both agent performance and the adequacy of facilities to handle inbound
calls. These improvements apply to calling groups that are programmed as Auto
Login or Auto Logout type. The SMDR and MERLIN LEGEND Reporter features
listed are administrable:
activities and to help system managers assess the effectiveness of call centers in
terms of both agent performance and the adequacy of facilities to handle inbound
calls. These improvements apply to calling groups that are programmed as Auto
Login or Auto Logout type. The SMDR and MERLIN LEGEND Reporter features
listed are administrable:
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TALK Field. For Auto Login and Auto Logout calling groups, the TALK field
records the amount of time a calling group agent spends on a call.
records the amount of time a calling group agent spends on a call.
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DUR. (DURATION) Field. For Auto Login and Auto Logout calling groups,
call timing begins when a call arrives at the MERLIN LEGEND
Communications System and not after a preset number of seconds. Call
timing ends when the call is disconnected; either the caller or the agent
hangs up. This allows the system manager to determine how long a caller
waited for an agent’s attention.
call timing begins when a call arrives at the MERLIN LEGEND
Communications System and not after a preset number of seconds. Call
timing ends when the call is disconnected; either the caller or the agent
hangs up. This allows the system manager to determine how long a caller
waited for an agent’s attention.
■
Coding of Calls on Reports. An asterisk (*) appears in the call record
when:
when:
— A call is not answered by an Auto Login or Auto Logout calling group
agent and is abandoned while waiting for an agent.