Filter
Top Products
DEFINITY ECS Release 8.2
Administrator’s Guide
555-233-506
Issue 1
April 2000
Handling incoming calls
170Assigning a terminating extension group
7
Enhancing an ACD system
First, all call center management systems (such as Lucent’s Basic Call
Management System (BCMS), BCMSVu, and the sophisticated CentreVu Call
Management System) require ACD. These management systems give you the
ability to measure more aspects of your center’s operation, and in more detail,
than is possible with standard DEFINITY ECS reports.
Call vectoring greatly enhances the flexibility of a call center, and most vectoring
functions require ACD. Vectoring is a simple programming language that allows
you to custom design every aspect of call processing. Refer to ‘‘
What are
vectors?’’ on page 158 for more information.
Together, ACD and vectoring allow you to use Expert Agent Selection (EAS). For
a variety of reasons, you may want certain agents to handle specific types of calls.
For example, you may want only your most experienced agents to handle your
most important customers. You may have multilingual agents who can serve
callers in a variety of languages.
EAS allows you to classify agents according to their specific skills and then to
rank them by ability or experience within each skill. DEFINITY ECS uses these
classifications to match each call with the best available agent. Refer to
DEFINITY ECS Call Vectoring/EAS Guide or DEFINITY BCS and Guestworks
Call Vectoring Guide or the DEFINITY BCS and Guestworks Call Vectoring/EAS
Guide for more information on call vectoring and EAS.
Assigning a terminating extension
group
A Terminating Extension Group (TEG) allows an incoming call to ring as many as
4 phones at one time. Any user in the group can answer the call.
Once a member of the TEG has answered a group call, the TEG is considered
busy. If a second call is directed to the group, it follows a coverage path if one has
been assigned.
Instructions
Now assign a terminating extension group to the advertising department. For
example, let’s assign this TEG to extension 6725.
1. Type
add term-ext-group next and press RETURN.
The Terminating Extension Group
screen appears.