Lucent Technologies 8.2 Manuale Utente
DEFINITY ECS Release 8.2
Administrator’s Guide
Administrator’s Guide
555-233-506
Issue 1
April 2000
Handling incoming calls
169
Understanding Automatic Call Distribution
7
4. In the Measured field, indicate how you want to measure calls to his VDN.
In our example, type
both
(for both CMS and BCMS).
Tip:
BCMS must be enabled to use “both.” Use
display
system-parameters customer-options
to see if BCMS is enabled.
5. Press
ENTER
to save your changes.
Viewing vector directory numbers
To see the VDNs already associated with your vectors:
1. Type
list VDN
and press
RETURN
.
The
Vector Directory Number
screen appears.
Each VDN maps to one vector. Several VDNs can map to the same vector.
Understanding Automatic Call
Distribution
Distribution
Automatic Call Distribution (ACD) is a DEFINITY ECS feature used in many call
centers. ACD gives you greater flexibility to control call flow and to measure the
performance of agents.
centers. ACD gives you greater flexibility to control call flow and to measure the
performance of agents.
ACD systems operate differently from non-ACD systems, and they can be much
more complex. ACD systems can also be more powerful because they allow you
to use features and products that are not available in non-ACD systems. Refer to
DEFINITY ECS Guide to ACD Call Centers for more information on ACD call
centers.
more complex. ACD systems can also be more powerful because they allow you
to use features and products that are not available in non-ACD systems. Refer to
DEFINITY ECS Guide to ACD Call Centers for more information on ACD call
centers.
VECTOR DIRECTORY NUMBER
Event
Event
VDN
Vec
Orig
Notif
Skills
Name
Ext
Ovrd COR TN Num Meas Annc Adj 1st 2nd 3rd
Tech Support 5000 y 59 1
234
none
301
Customer Serv. 5001 n 1
1
1 none 302
New Orders 5002 y 23 1
5 none 303