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DEFINITY Enterprise Communications Server Release 8.2
Overview
555-233-002
Issue 1
April 2000
Call Center Features
103
Call Charge Information
Reserve Agent Time in Queue Activation
This feature activates a reserve agent if a skill’s expected wait time (EWT) exceeds a
pre-determined threshold or if the call’s time in the queue exceeds the administered
Service Level Supervisor threshold. Reserve agents are then dropped off a skill only
when both of the following conditions are met:
■ The EWT for the skill drops below both administered thresholds.
■ The head call’s time in queue no longer exceeds the Service Level Supervisor
threshold.
Least Occupied Agent (LOA)
Distributes the calls evenly across all available agents to balance the workload among the
agents with fewer skills and Agents with several skills. LOA solves the problem of agents
who were bombarded with calls after logging into a skill at the start of a shift, while the
agents who are already logged-in have maintained their current incoming call level.
Logged-In Advocate Agent Counting
Counts agents toward the Advocate agent limit if Service Objective, Percent Allocation, or
a Reserved Skill is assigned to the agent’s login ID, or if one of the agent’s skills is
assigned Least Occupied Agent or Service Level Supervisor.
Voice Response Integration (VRI)
Integrates Call Vectoring with the capabilities of voice response units such as the Lucent
Technologies CONVERSANT Voice Information System. You can also integrate a voice
response unit with ACD. All this provides a variety of advantages. For example, while a
call is queued, a caller can listen to product information via an audiotext application or
can complete an interactive voice-response transaction. It may be possible to resolve the
caller’s questions while the call is queued, which helps reduce queuing time for other
callers during peak times.
Call Charge Information
DEFINITY ECS provides two ways to know the approximate charge for outgoing calls:
■ Advice of Charge — For ISDN trunks
Advice of Charge collects charge information from the public network for each
outgoing call. Charge advice is a number representing the cost of a call; it is
recorded as either a charging or currency unit.
233002_1.book Page 103 Monday, February 21, 2000 8:28 AM