Instruction manual

Understanding call centers
80 Issue 3 July 2001 Send feedback: [e-mail]
Enhancing an ACD system
All call center management systems (such as Avaya’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 reports. For a comparison of
these systems, see ‘‘Selecting a call management system’’ on
page 81.
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. For more information on call vectoring,
see ‘‘What are vectors?’’ on page 40.
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. For more information on call
vectoring and EAS, see DEFINITY ECS Administrator’s Guide
and DEFINITY ECS Call Vectoring/Expert Agent Selection (EAS)
Guide.