5-10
Configuration Changes
VU-ACD™/100 Maintenance Guide – Host/DOS
5.2 5ESS Related
5ESS Centrex ACD calls are dynamically processed via the following entities.
•
Call Class
– includes various Telephone Numbers (TNs) to which a call may be routed. TNs
are associated with Call Queues, Vectors and Agents IDs.
•
Call Queue
– where calls wait until being answered by an available agent in a Team. The
Call Queue also controls several thresholds which determine when a call can be routed to
another Team, given Busy tone or silence, or played a recorded announcement. Queue-to-
Team assignments, including Intraflow parameters and queue “close down” can be scheduled
to change throughout the work day and work week.
•
Vector
– a script driven program that can dynamically assign an incoming call to a Call
Queue or other treatment depending on time, day of week, queue or agent status and/or other
conditions. A vector offers more dynamic control of how and when a call will be handled.
•
Team
– handles calls from one or more Call Queues. Each 5ESS Team can play one of two
roles for a queue. As a Serving Team it answers calls from a Call Queue for which it serves
as the primary Serving Team. As a Supporting Team it can receive calls intraflowed from
another queue. Intraflow occurs when a Time Delay Overflow threshold has been exceeded.
•
Agent
– is assigned to a Team based on the Agent’s logon ID and accepts queued calls routed
to members of that Team. A TN known as a Direct Agent Access (DAA) can be assigned to
every Agent ID. An ACD call can be routed directly from a Call Class to an agent via the
DAA (bypassing the Call Queue).
ACD entities can be added or removed at the 5ESS switch but remain untrackable by
the VU-ACD/100 until the local 5ESS Provisioning database is updated either automatically via
the probe tool or manually through editing database tables via VU-ACD/100 For Windows Recent
Change/Verify. A switch initialization must be performed before new 5ESS ACD entities can
be displayed and reported.
?
Unlike the DMS-100, the 5ESS does not automatically download ini-
tialization data to the VU-ACD/100 host.
?
For additional information on 5ESS provisioning refer to the following
publications:
•
VU-ACD/100 System Planning Guide
•
VU-ACD/100 For Windows Recent Change/Verify Guide
•
Lucent Technologies 5ESS Call Center Survey
5.2.1
Application Interface Unit
The Application Interface Unit (AIU) acts as a gatekeeper between the 5ESS and the VU-ACD/100 host.
It is under the direct control of the telco provisioning 5ESS ACD services and cannot be programmed
from the VU-ACD/100. The AIU is a RISC-based workstation which controls access to the 5ESS via a
database-driven terminal server interface.
The AIU must be programmed to provide MIS links to the VU-ACD/100 host as part of the 5ESS pro-
visioning process. The telco providing the Centrex ACD service establishes the MIS link parameters in
the AIU, provides a range of ACD entities assigned to the customer and constructs the initial switch-
based vectors that determine how ACD calls will be handled.
The VU-ACD/100 includes a local provisioning table for 5ESS interfaces. Data entry requires obtaining
information from the AIU database (TGID and ACD Group ID), switch-based indices from the telco and
call handling scenarios from Call Center managers (MIS users). The Lucent Technologies 5ESS Call
Center Survey available from Perimeter Technology is a useful tool for gathering and organizing needed
information.
