Administrator's Guide

System-Parameters Customer-Options
Issue 5 October 2002 1201555-233-506
Field descriptions for Call Center Optional
Features
Screen 277. Call Center Optional Features
ACD
Automatic Call Distribution (ACD) automatically distributes incoming calls to
specified splits or skills. Provides the software required for the Call Center Basic,
Plus, Deluxe, and Elite features for the number of agents specified. Cannot be set
to
n if the Call Work Codes field is y.
BCMS (Basic)
Provides real-time and historical reports about agent, ACD split, Vector Directory
Number (VDN) and trunk group activity.
BCMS/VuStats Service Level
Allows you to set up hunt groups or Vector Directory Numbers (VDNs) with an
acceptable service level. An acceptable service level defines the number of
seconds within which a call must be answered to be considered acceptable.
Business Advocate
Software that provides an integrated set of advanced features to optimize call
center performance. If set to
n, the Least Occupied Agent field displays. For
information on CentreVu® Advocate, contact your Account Executive.
display system-parameters customer-options page 5
CALL CENTER OPTIONAL FEATURES
Call Center Release:
ACD? y PASTE (Display PBX Data on Phone)? n
BCMS (Basic)? y Reason Codes? n
BCMS/VuStats Service Level? n Service Observing (Basic)? y
Business Advocate? n Service Observing (Remote/By FAC)? n
Call Work Codes? y Service Observing (VDNs)?
DTMF Feedback Signals For VRU? y Timed ACW?
Dynamic Advocate? n Vectoring (Basic)? y
Expert Agent Selection (EAS)? y Vectoring (Prompting)? y
EAS-PHD? n Vectoring (G3V4 Enhanced)?
Forced ACD Calls? n Vectoring (ANI/II-Digits Routing)? n
Least Occupied Agent? Vectoring (G3V4 Advanced Routing)? n
Lookahead Interflow (LAI)? Vectoring (CINFO)? n
Multiple Call Handling (On Request)? n Vectoring (Best Service Routing)? n
Multiple Call Handling (Forced)? n Vectoring (Holidays)?