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Automatic Call Distribution (ACD)
DEFINITY Enterprise Communications Server Release 8.2
Overview
555-233-002
Issue 1
April 2000
This refined skill definition capability allows you to organize call handling based on
customer, product, and language, for example.
Add/Remove Skills
Allows an agent using Expert Agent Selection to add or remove skills. A skill is a numeric
identifier that refers to an agent’s specific ability. For example, an agent who speaks
English and Spanish could be assigned a language -speaking skill with an identifier of 20.
The agent then adds skill 20 to his or her set of working skills. If a customer needs a
Spanish-speaking agent, the system routes the call to an agent with that skill. Each agent
can have up to four active skills, and each skill is assigned a priority level.
Best Service Routing
Best Service Routing (BSR) distributes the call to the best local or remote split/skill
among the resources to be considered, based on Expected Wait Time (EWT) or available
agent characteristics.
Queue to Best ISDN Support
Queue to Best information is passed transparently over several public networks and
QSIG private networks using the envelopes that are part of the QSIG
Manufacturer-Specific Information (MSI) and the ISDN platform enhancement.
Dialed Number Identification Service (DNIS)
Displays, for a called party or answering position, the service or product associated with
an incoming call. You administer what the system displays.
User-to-User Information Over the Public
Network
Provides the mechanism to pass information across several key public networks,
including information that is originated or destined for one of several applications on
DEFINITY ECS.
Basic Call Management System (BCMS)
The Basic Call Management System helps you fine tune your Call Center operation by
providing reports with the data necessary to measure your Call Center agents’
performances.
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