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Automatic Call Distribution (ACD)
DEFINITY Enterprise Communications Server Release 8.2
Overview
555-233-002
Issue 1
April 2000
Dual Links to CMS
Provides an additional TCP/IP link to a separate CMS for full, duplicated CMS data
collection functionality and High availability CMS configuration. The same data is sent to
both servers and the administration can be done from either server. The ACD data will
be delivered over different network routes to prevent any data loss from such conditions
as ACD link failures, CMS hardware or software failures, CMS maintenance or CMS
upgrades.
CMS Measurement of ATM
Provides the capability to externally measure ATM trunks on CMS. The CMS messages
and reports are modified to support the expanded equipment location.
VuStats
VuStats presents Basic Call Management System (BCMS) statistics on telephone
displays. Agents, supervisors, Call Center managers, and other users can press a button
and view statistics for agents, splits or skills, VDNs, and trunk groups. These statistics
can help agents monitor their own performance or respond appropriately to the caller’s
request.
Site Statistics for Remote Port Networks
Forwards location IDs to CMS to provide Call Center site-specific reports.
CentreVu Advocate
CentreVu Advocate is the collection of ECS features that provide new flexibility in the way
a call is selected for an agent in a call surplus situation and in the way an agent is
selected for a call. Instead of the traditional "First-In, First-Out" approach, The caller’s
needs, potential business value and their desire to wait are looked at and then the system
will decide which agents should be matched to the callers.
Call Selection Override per Skill
Call Selection override is determined by skill. Call Center Supervisors can override the
normal call handling activity on particular skills only, or for the entire Call Center.
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