User's Manual

DEFINITY Enterprise Communications Server Release 8.2
Overview
555-233-002
Issue 1
April 2000
Call Center Features
101
Automatic Call Distribution (ACD)
This feature offers call management control and reporting at a low cost for Call Centers of
up to 2000 agents. The BCMS collects and processes DEFINITY ECS’s ACD call data
(up to seven days) within the system; an adjunct processor is not required to produce Call
Management reports.
The following are the types of reports that can be generated:
■ Real-time reports
— Agent Status
— System Status
— Vector Directory Number Status
■ Historical reports
— Agent
— Agent Summary
—Split
— Split Summary
— Trunk Group
— Vector Directory Number report
CentreVu Call Management System
(CentreVu CMS)
The CentreVu Call Management System collects call traffic data, formats management
reports, and provides an administration interface for Automatic Call Distribution (ACD) on
your DEFINITY ECS. It helps you manage the people, traffic load, and equipment in an
ACD environment by answering such questions as:
■ How many calls are we handling?
■ How many callers abandon their calls before talking with an agent?
■ Are all agents handling a fair share of the calling load?
■ Are our lines busy often enough to warrant adding additional ones?
■ How has traffic changed in a given ACD hunt group over the past year?
233002_1.book Page 101 Monday, February 21, 2000 8:28 AM