User's Manual

DEFINITY Enterprise Communications Server Release 8.2
Overview
555-233-002
Issue 1
April 2000
Call Center Features
97
Automatic Call Distribution (ACD)
Enhanced information forwarding allows Call Center related information to be passed
transparently over some public networks and non-QSIG or QSIG private networks using
codeset 0 shared user-to-user information (UUI) (for non-QSIG) or QSIG
Manufacturer-Specific Information (MSI). For more information about UUI, see
‘‘User-to-User Information Over the Public Network’’ on page 100.
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.
Call Vectoring
Call Vectoring is a versatile method of routing incoming calls that can be combined with
Automatic Call Distribution for maximum benefit and Call Center efficiency. A Call Vector
is a series of call-processing steps (such as providing ringing tones, busy tones, music,
announcements, and queuing the call to an ACD hunt group) that define how calls are
handled and routed. The steps, called Vector Commands, determine the type of
processing that specific calls will receive.
Vector commands may direct calls to on-premises or off-premises destinations, to any
skill or hunt group, or to a specific call treatment such as an announcement, forced
disconnect, forced busy, or music.
With combinations of different vector commands, incoming callers can be treated
differently depending on the time or day of the call, the Expected Wait Time (EWT), the
importance of the call, or other criteria. A DEFINITY ECS G3r can route incoming callers
using up to 999 different vectors. A DEFINITY ECS G3i can route up to 256 and a G3si
can route up to 48 different vectors. Each vector can have up to 32 commands. DEFINITY
ECS also allows vectors to be linked via the “goto vector” command.
Vector Directory Numbers (VDN)
Calls access DEFINITY ECS vectors using Vector Directory Numbers (VDN). A VDN is a
“soft” extension number that is not assigned to a physical equipment location. A Vector
Directory Number has several properties that are administered by the System Manager.
A Vector Directory Number can be accessed in almost any way that an extension can be
accessed.
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