Instruction manual

DEFINITY® Business Communications System and GuestWorks® Issue 6
Overview
555-231-208
Issue 1
April 2000
Features
A-45Hunt Group features
A
Basic Call Management System
Provides real-time and historical reports to assist you in managing agents, ACD
splits, VDNs, and trunk groups. You can display reports on the Management
Terminal or print them. In addition, you can schedule historical reports to print
automatically on the system printer.
The switch supports a maximum of 150 logged-in ACD agents. Of those 150
agents, a maximum of 25 agents can be measured by BCMS. However, measure-
ments are collected on a per-hunt-group basis, not a per-agent basis, and up to
five hunt groups can be designated for measurement by BCMS. This means that
whether you designate one hunt group or five hunt groups as being inter-
nally-measured by BCMS, no more than 25 agents can log in to those hunt groups
at any one time. The other 125 agents can log in to other hunt groups as long as
they are not designated for measurement by BCMS.
Call Prompting
Allows the system to collect information from the calling party and to direct the
calls via Call Vectoring. The caller is verbally prompted by the system and enters
information in response to the prompts. This information is then used to redirect
the call or to handle the call in some other way (taking a message, for example).
This feature is mostly used to enhance the efficient handling of calls in the
Automatic Call Distribution application.
Call Vectoring
Processes incoming and internal calls according to a programmed set of
commands. Vector commands may direct calls to on-premise or off-premise
destinations, to any split, or to a specific call treatment such as: an
announcement, forced disconnect, forced busy, or delay treatment. For example,
the system can collect digits from the user via Call Prompting and can then route
calls to a destination specified by those digits. There are many different
applications of the Call Vectoring feature; however, Call Vectoring is primarily
used to handle the call activity of Automatic Call Distribution splits.
Dialed Number Identification Service
Displays, for a called party or answering position, the service or product
associated with an incoming call.