DEFINITY® ECS Release 8.2 Overview

233002_1.book Page i Monday, February 21, 2000 8:28 AM
DEFINITY®
Enterprise Communications Server
Release 8.2
Overview
555-233-002
Issue 1
April 2000
233002_1.book Page ii Monday, February 21, 2000 8:28 AM
Copyright  2000, Lucent Technologies
All Rights Reserved
Printed in U.S.A.
Notice
Every effort was made to ensure that the information in this book was complete and
accurate at the time of printing. However, information is subject to change.
Your Responsibility for Your System’s Security
Toll fraud is the unauthorized use of your telecommunications system by an unauthorized
party, for example, persons other than your company’s employees, agents, subcontractors,
or persons working on your company’s behalf. Note that there may be a risk of toll fraud
associated with your telecommunications system and, if toll fraud occurs, it can result in
substantial additional charges for your telecommunications services.
You and your system manager are responsible for the security of your system, such as
programming and configuring your equipment to prevent unauthorized use. The system
manager is also responsible for reading all installation, instruction, and system
administration documents provided with this product in order to fully understand the
features that can introduce risk of toll fraud and the steps that can be taken to reduce that
risk. Lucent Technologies does not warrant that this product is immune from or will prevent
unauthorized use of common-carrier telecommunication services or facilities accessed
through or connected to it. Lucent Technologies will not be responsible for any charges that
result from such unauthorized use.
Lucent Technologies Fraud Intervention
If you suspect that you are being victimized by toll fraud and you need technical support or
assistance, call Technical Service Center Toll Fraud Intervention Hotline at 1 800 643-2353
or contact your Lucent Representative.
Federal Communications Commission Statement
Part 68: Statement
Part 68: Answer-Supervision Signaling. Allowing this equipment to be operated in a manner
that does not provide proper answer-supervision signaling is in violation of Part 68 rules.
This equipment returns answer-supervision signals to the public switched network when:
■
Answered by the called station
■
Answered by the attendant
■
Routed to a recorded announcement that can be administered by the CPE user
This equipment returns answer-supervision signals on all DID calls forwarded back to the
public switched telephone network. Permissible exceptions are:
■
A call is unanswered
■
A busy tone is received
■
A reorder tone is received
233002_1.book Page iii Monday, February 21, 2000 8:28 AM
Lucent Technologies attests that this registered equipment is capable of providing users
access to interstate providers of operator services through the use of access codes.
Modification of this equipment by call aggregators to block access dialing codes is a
violation of the Telephone Operator Consumers Act of 1990.
This equipment complies with Part 68 of the FCC Rules. On the rear of this equipment is a
label that contains, among other information, the FCC registration number and ringer
equivalence number (REN) for this equipment. If requested, this information must be
provided to the telephone company.
The REN is used to determine the quantity of devices which may be connected to the
telephone line. Excessive RENs on the telephone line may result in devices not ringing in
response to an incoming call. In most, but not all areas, the sum of RENs should not exceed
5.0. To be certain of the number of devices that may be connected to a line, as determined
by the total RENs, contact the local telephone company.
NOTE:
REN is not required for some types of analog or digital facilities.
Means of Connection
Connection of this equipment to the telephone network is shown in the following table.
Table 1.
Means of Connection
Manufacturer’s
Port Identifier
FIC Code
SOC/REN/A.
S. Code
Off/On Premises Station
OL13C
9.0F
RJ2GX, RJ21X,
RJ11C
DID trunk
02RV2-T
0.0B
RJ2GX, RJ21X
CO trunk
02GS2
0.3A
RJ21X
CO trunk
02LS2
3.0A
RJ21X
Tie trunk
TL31M
9.0F
RJ2GX
1.544 digital Interface
04DU9-B,C
6.0F
RJ48C, RJ48M
1.544 digital Interface
04DU9-BN,KN
6.0F
RJ48C, RJ48M
2.048 digital Interface
04DU9-BN,KN
6.0F
RJ48C, RJ48M
120A2 channel service unit
04DU9-DN
6.0F
RJ48C
Network Jacks
If the terminal equipment (DEFINITY® System) causes harm to the telephone network, the
telephone company will notify you in advance that temporary discontinuance of service may
be required. But if advance notice is not practical, the telephone company will notify the
customer as soon as possible. Also, you will be advised of your right to file a complaint with
the FCC if you believe it is necessary.
233002_1.book Page iv Monday, February 21, 2000 8:28 AM
The telephone company may make changes in its facilities, equipment, operations or
procedures that could affect the operation of the equipment. If this happens, the telephone
company will provide advance notice in order for you to make necessary modifications to
maintain uninterrupted service.
If trouble is experienced with this equipment, for repair or warranty information, please
contact the Technical Service Center at 1-800-242-2121. If the equipment is causing harm to
the telephone network, the telephone company may request that you disconnect the
equipment until the problem is resolved.
It is recommended that repairs be performed by Lucent Technologies certified technicians.
The equipment cannot be used on public coin phone service provided by the telephone
company. Connection to party line service is subject to state tariffs. Contact the state public
utility commission, public service commission or corporation commission for information.
This equipment, if it uses a telephone receiver, is hearing aid compatible.
Canadian Department of Communications (DOC)
Interference Information
This digital apparatus does not exceed the Class A limits for radio noise emissions set out in
the radio interference regulations of the Canadian Department of Communications.
Le Présent Appareil Nomérique n’émet pas de bruits radioélectriques dépassant les limites
applicables aux appareils numériques de la class A préscrites dans le reglement sur le
brouillage radioélectrique édicté par le ministére des Communications du Canada.
European Union Declaration of Conformity
The “CE” mark affixed to the DEFINITY® equipment described in this book indicates that the
equipment conforms to the following European Union (EU) Directives:
■
Electromagnetic Compatibility (89/336/EEC)
■
Low Voltage (73/23/EEC)
■
Telecommunications Terminal Equipment (TTE) i-CTR3 BRI and i-CTR4 PRI
For more information on standards compliance, contact your local distributor.
Table 1.
ETS standards referenced by iCTR3 and CTR4
iCTR3
iCTR4
CTR3
CTR4
L1:
ETS300012
ETS300011
ETS300012
ETS300011
L2:
ETS300153
ETS300156
ETS300125
ETS300125
L3:
ETS300104
ETS300104
ETS300102
ETS300102
Safety:
ETS300047
ETS300046
ETS300047
ETS300046
233002_1.book Page v Monday, February 21, 2000 8:28 AM
How to get help
If you need additional help, the following services are available. You may need to purchase
an extended service agreement to use some of these services. Contact your Lucent
representative for more information.
DEFINITY Helpline
+1 800 225 7585
(for help with feature administration and system applications)
Lucent Technologies National Customer Care Center Support Line
(for help with maintenance and repair)
Lucent Technologies Toll Fraud Intervention +1 800 643 2353
Lucent Technologies Corporate Security
+1 800 822 9009
Lucent Centers of Excellence
--Asia/Pacific
+65 872 8686
--Western Europe/Middle East/South Africa
--Central/Eastern Europe
+44 1252 77 4800
+361 645 4334
--Central/Latin America/Caribbean
--Australia
+1 303 804 3778
61-2-9352-9090
--North America
+1 800 248 1111
How to order more copies
Call:
Lucent Technologies Publications Center
US Voice +1 888 582 3688
US FAX
+1 800 566 9568
Canada Voice +317 322 6619
Europe, Middle East, Africa +317 322 6416
Asia, China, Pacific Region, Caribbean,
Latin America Voice +317 322 6411
Non-US Fax 1 317 322 6699
Write: Lucent Technologies Publications Center
2855 N. Franklin Road, Indianapolis, IN 46219
USA
Order: Document No. 555-233-002
Issue 1, April 2000
+1 800 242 121
233002_1.book Page vi Monday, February 21, 2000 8:28 AM
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DEFINITY Enterprise Communications Server Release 8.2
Overview 555-233-002
Contents
vi
Contents
Contents
vi
About This Book
xvii
■
What Is the Purpose of This Book?
xvii
■
Who Should Read This Book?
xvii
■
What Is in This Book?
xvii
■
Conventions Used in This Book
xviii
■
Trademarks and Service Marks
xviii
■
How Can I Order Other Books?
xix
■
How Can I Make Comments About This Book?
xx
1 — System Overview
1
Hardware
2
■
■
■
Processor Port Network (PPN)
2
Expansion Port Network (EPN)
2
Center Stage Switch (CSS)
2
Carriers and Cabinets
3
Reliability and Recoverability
8
Configuring for Reliability/Recoverability
8
Survivable Remote EPN (SREPN)
8
DEFINITY ECS Network Connections
9
Public Telephone Network
9
Private Telephone Networks
9
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vii
■
TCP/IP Networks
10
ATM Networks
10
Typical Connections
11
International Capabilities
13
Public Network Call Priority
13
World Class Tone Detection
13
World Class Tone Generation
13
Administrable Loss Plan
13
■
Power
14
■
Software
14
2 — Telephone Features
■
■
■
Telephones
15
15
Telephones for the Global Marketplace
15
IP SoftPhones
16
Wireless Handsets for X-Station Mobility
17
Teleconferencing Products
17
Quorum A-28 Conference Bridge
17
SoundStation Audioconferencing Systems
17
Telephone Features
19
Handling Incoming Calls
19
Call Redirection
22
Speed/Convenience Calling
29
Telephone Displays
32
Group Communication
33
Special Ringing
35
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viii
Messaging
36
Telecommuting
38
3 — Attendant (Operator) Features
■
Attendant (Operator)
Attendant Console
41
41
41
■
DEFINITY PC Console
41
■
Attendant Features
42
Call Handling
42
Making Calls
44
Accessing the Attendant
45
Monitoring Calls
45
Centralized Attendant Service
47
Attendant with DCS
47
4 — Computer-Related Calling Features
49
■
Data Modules
49
■
Modem Pooling
49
■
Alphanumeric Dialing
51
■
Data Call Setup
51
■
Data Hot Line
51
■
Default Dialing
51
■
Data Privacy
51
■
Data Restriction
52
■
Administered Connections
52
■
Multimedia Calling
52
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Multimedia Call Early Answer on
Vectors and Stations
52
Multimedia Call Handling
53
Multimedia Call Redirection to MM Endpoint
55
Multimedia Data Conferencing (T.120) via ESM
55
Multimedia Hold, Conference, Transfer, and Drop
55
Multimedia Multiple-Port Network
55
Multiple Call Appearances
55
■
Multimedia Applications Server Interface
56
■
Local Area Network Connectivity (LAN)
56
■
IP Solutions
56
■
Trunks
57
IP SoftPhones
58
Integrated Workstation Applications
59
PassageWay
59
CallVisor ASAI
59
5 — Hospitality Features
61
■
Overview
61
■
Automatic Wakeup
61
■
Do Not Disturb
61
■
Dual Wakeup
61
■
Room Activated Wakeup With Tones
61
■
Hospitality Services
62
■
Names Registration
62
■
Suite Check-In via the Hunt-to Feature
62
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■
Property Management System Interface
62
■
Property Management System (PMS)
Digit to Insert/Delete
63
Single-Digit Dialing and Mixed
Station Numbering
63
■
Auto-Selection of DID Numbers
63
■
Station Hunt Before Coverage
63
■
6 — System Management Features
65
■
Scheduling
65
■
Concurrent User Sessions
65
■
Security
65
Call Restrictions
65
Class of Restriction (COR)
66
Security Violation Notification (SVN)
66
Station Security Codes
66
Calling/Connected Party Number (CPN)
Restriction
67
Restriction — Controlled
67
Malicious Call Trace
67
CAMA - E911 Trunk Group
68
Authorization Codes
68
Block Collect Call
68
Power Failure Transfer
68
■
DEFINITY Network Administration (DNA)
68
■
DEFINITY Site Administration (DSA)
69
■
Troubleshooting
69
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xi
■
■
Automatic Circuit Assurance
69
DCS Automatic Circuit Assurance
70
Busy Verification of Terminals and Trunks
70
Facility Busy Indication
70
Facility Test Calls
70
Packet Error History
70
Variable Length Ping
71
Information and Reports
71
Recent Change History
71
Service Observing
71
Calling Party/Billing Number (CPN/BN)
71
Call Charge Information
72
Bulletin Board
72
Call Detail Recording (CDR)
73
Traffic Reports
73
Announcements
74
Recorded Announcement
74
Music-on-Hold Access
74
Multimedia Queuing with Voice Announcement
74
■
Class of Service (COS)
74
■
Administration Without Hardware
75
Terminal Translation Initialization (TTI)
75
■
Tenant Partitioning
75
■
Trunk Management
75
Trunk Group Circuits
76
Local Exchange Trunks
76
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■
■
Tie Trunks
76
Auxiliary Trunks
77
IP Trunks
77
ISDN Trunks
78
ATM Trunks
81
Personal Central Office Line (PCOL)
81
Tandem
82
Digital Multiplexed Interface
83
Miscellaneous Trunks
83
Digital Interfaces
83
Answer Detection
84
Automatic Transmission Measurement System
85
Automatic Routing Features
85
Automatic Alternate Routing (AAR)
85
Automatic Route Selection (ARS)
85
AAR/ARS Overlap Sending
86
AAR/ARS Partitioning
86
Time of Day Routing
86
Facility Restriction Levels
and Traveling Class Marks
87
Generalized Route Selection
87
Look-Ahead Routing
87
Subnet Trunking
88
Alarm Assignments
88
Alternate Operations Support System Alarm
Number
88
External Device Alarming
88
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Customer-Provided Equipment Alarm
7 — Call Center Features
■
Automatic Call Distribution (ACD)
89
91
93
Agent Call Handling
95
Intraflow and Interflow
96
Abandoned Call Search
97
Call Vectoring
97
Dialed Number Identification Service (DNIS)
100
User-to-User Information Over the Public Network
100
Basic Call Management System (BCMS)
100
CentreVu Call Management System
(CentreVu CMS)
101
CentreVu Advocate
102
Voice Response Integration (VRI)
103
■
Call Charge Information
103
■
ASAI (Adjunct Switch Application Interface)
104
CallVisor Adjunct Switch Application
Interface (ASAI)
104
■
■
CTI (Computer Telephony Integration)
105
CentreVu Computer Telephony on MAPD-NT
105
CentreVu IP Agent
105
ATM
106
ATM Trunking
106
ATM WAN PNC
106
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xiv
8 — Private Networking Features
107
■
Private Network Access
107
■
Node Number Routing
107
■
ATM-Port Network Connectivity (ATM-PNC)
107
■
ATM-Circuit Emulation Service (ATM-CES)
108
■
ATM Wide Area Network PNC (ATM WAN-PNC)
108
■
Distributed Communications System (DCS)
108
■
Uniform Dial Plan (UDP)
109
■
Attendant Features That Work Over the Network
110
Phone Features That Work Over the Network
110
System Management Features That Work
Over the Network
110
DCS Over ISDN-PRI D-channel
111
QSIG
111
Call Completion
111
Call Independent Signaling Connections (CISC)
111
Manufacturer-Specific Information (MSI)
112
Path Replacement
112
Call Forwarding (Diversion)
112
Call Transfer
113
Name and Number Identification
113
Called NAME ID
113
Call Offer
113
QSIG Centralized Attendant Service (CAS)
114
QSIG VALU
114
QSIG Voice Mail Capabilities
115
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9 — Adjunct Systems
■
■
Voice Messaging and Response
117
DEFINITY AUDIX
117
INTUITY AUDIX
119
INTUITY Lodging
120
INTUITY Conversant
120
INTUITY Call Accounting System
121
Centralized Voice Mail via Mode Code Integration
121
Other Supported Systems
121
Call Center (See Call Center Features)
PassageWay
■
117
Wireless
Forum Personal Communications Manager
Index
122
122
124
124
125
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DEFINITY Enterprise Communications Server Release 8.2
Overview 555-233-002
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About This Book
What Is the Purpose of This Book?
xvii
About This Book
What Is the Purpose of This Book?
This book provides general information about the components and capabilities of the
DEFINITY® Enterprise Communications Server (referred to as DEFINITY ECS or the
system). It also discusses practical and creative applications for the DEFINITY ECS
platform.
This document covers information related to DEFINITY ECS R8.2. For details about
changes for Release R8.2, refer to DEFINITY Enterprise Communications Server
Release R8.2 Change Description, 555-233-411, Issue 1.
Who Should Read This Book?
This book is written for those who are considering the purchase of a DEFINITY ECS
system and for Lucent Technologies representatives and distributors who need high-level
information about the system and how it can be used.
What Is in This Book?
This book discusses all DEFINITY capabilities available world-wide. It defines common,
practical solutions and suggests unusual, creative ones.
NOTE:
Some products are unavailable in some countries. Please check with your local
distributor for further information about which features and solutions are available
to you.
233002_1.book Page xviii Monday, February 21, 2000 8:28 AM
DEFINITY Enterprise Communications Server Release 8.2
Overview 555-233-002
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April 2000
About This Book
Conventions Used in This Book
xviii
Conventions Used in This Book
The following conventions are used in this book:
■
The word “system” is a general term for the DEFINITY Enterprise Communications
Server.
■
The information in this book refers to DEFINITY ECS R8 unless otherwise
specified.
Trademarks and Service Marks
This book contains references to the following Lucent Technologies trademarked
products:
®
■
AUDIX
■
Callmaster
■
CallVisor
■
CenterVu™
■
CONVERSANT
■
®
DEFINITY
■
INTUITY™
■
INTUITY Lodging™
■
MULTIQUEST
■
OneVision™
■
Quorum™
■
VOICE POWER
®
®
®
®
®
The following are trademarks or registered trademarks of other companies:
®
■
MicroSoft
is a registered trademark of Microsoft Corporation
■
Windows™ is a trademark of the Microsoft Corporation
■
Vari-A-BillTM is a trademark of AT&T
233002_1.book Page xix Monday, February 21, 2000 8:28 AM
DEFINITY Enterprise Communications Server Release 8.2
Overview 555-233-002
Issue 1
April 2000
About This Book
How Can I Order Other Books?
xix
How Can I Order Other Books?
Call:
Lucent Technologies Publications Center
US Voice +1 888 582 3688
US Fax +1 800 566 9568
Canada Voice +317 322 6619
Europe, Middle East, Africa Voice +317 322 6416
Asia, China, Pacific Region,
Caribbean, Latin America Voice +317 322 6411
Non-US Fax 1 317 322 6699
Write: Lucent Technologies Publications Center
2855 N. Franklin Road, Indianapolis, IN 46219 USA
Order: Document No. 555-233-002
Comcode 108595968, Issue 1, April 2000
We can place you on a standing order list so that you will automatically receive
updated versions of this book. For more information on standing orders, or to
be put on a list to receive further issues of this book, please contact the
Lucent Technologies Publications Center.
Other locations: contact your Lucent representative.
233002_1.book Page xx Monday, February 21, 2000 8:28 AM
DEFINITY Enterprise Communications Server Release 8.2
Overview 555-233-002
About This Book
How Can I Make Comments About This Book?
Issue 1
April 2000
xx
How Can I Make Comments About
This Book?
Lucent Technologies welcomes your feedback. Please fill out the reader comment card at
the back of this book and return it. Your comments are of great value and help improve
our documentation.
If the reader comment card is missing, fax your comments to 303-538-1741, and mention
this document’s name and number, DEFINITY Enterprise Communication Server
Overview, 555-233-002, Issue 1.
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DEFINITY Enterprise Communications Server Release 8.2
Overview 555-233-002
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System Overview
1
1 —System Overview
DEFINITY Enterprise Communications Server (ECS) organizes and routes voice, data,
image and video transmissions. It can connect to private and public telephone networks,
Ethernet LANs, ATM networks, and the Internet.
1
Voice
3
Image
2
Data
4
Multimedia
Figure 1.
DEFINITY Enterprise Communications Server
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DEFINITY Enterprise Communications Server Release 8.2
Overview 555-233-002
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April 2000
System Overview
Hardware
Hardware
Though the primary components are the same, your DEFINITY ECS can vary widely in
size and appearance, depending on your capacity requirements. It may be as small as a
single wall-mounted cabinet, or it may be as large as several tall cabinets linked together
in the same room or even hundreds of kilometers apart. Regardless of configuration,
however, the system’s footprint is relatively small.
The DEFINITY system is essentially an arrangement of port networks and circuits that
connect incoming to outgoing communications ports. Up to three port networks can be
connected directly to each other. When there are more than three port networks, the
connections are made through a Center Stage Switch.
Processor Port Network (PPN)
Every DEFINITY ECS has one Processor Port Network (PPN). It is often the only
component in small systems. The PPN houses the Switch Processing Element.
The Switch Processing Element (SPE) contains the central processing unit, which
supervises system operation. It also contains a mass storage system for loading system
software and saving system translations.
Because your application requirements may vary widely, DEFINITY ECS has three types
of SPEs available with proven capacities of 70,000 calls per hour, 140,000 calls per hour,
and 250,000 calls per hour. The performance you realize will depend on the call
processing, administrative, and maintenance activities in which your system is engaged.
Expansion Port Network (EPN)
Expansion Port Networks (EPNs) are used when the system grows beyond the capacity
of a single port network or must serve geographically dispersed offices. EPNs provide
additional ports as needed. A system can have up to 43 Expansion Port Networks.
Center Stage Switch (CSS)
The Center Stage Switch (CSS) is a connection hub that provides port network
communication. It is an essential component of a DEFINITY ECS configuration if the
system is composed of more than three port networks. Often it is incorporated into
smaller configurations to allow for growth. The CSS consists of from one to three switch
nodes. Switch nodes are composed of one or two switch node carriers, depending on
2
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DEFINITY Enterprise Communications Server Release 8.2
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System Overview
Hardware
whether the system is being duplicated for enhanced reliability. Each carrier can reside in
the PPN cabinet or an EPN cabinet. One switch node can accommodate up to 15
Expansion Port Networks.
Fiber Link Administration
Port cabinets are connected via direct fiber links or through fiber links to a Center Stage
Switch to provide the connections required for voice and data information transfer. The
CSS is composed of switch node carriers that are interconnected by fiber links. It
provides both circuit-switched and packet-switched connections. Fiber Link
Administration creates the translation data defining these links by identifying the endpoint
pairs for each link. Endpoints can be an expansion interface or a switch-node-interface
circuit pack.
Carriers and Cabinets
Carriers are enclosed shelves composed of vertical slots that hold circuit packs. Circuit
packs make up the logic, memory, and switching circuitry for the system. Port circuit
packs connect to telephones, computers, and communications lines. The carriers are
designed to accept any type of port circuit pack in each circuit pack position.
Each cabinet contains at least one carrier. The circuit packs fit into connectors attached
to the rear of the slots. Every connector is connected to signal buses and power supplies
in the cabinet.
The cabinets also house equipment that supplies power backup, ringing signal voltage,
and mass storage for software translations.
There are three types of cabinets
■
Compact Modular Cabinet. (CMC)
■
Single-Carrier Cabinet. (SCC)
■
Multi-Carrier Cabinet (MCC))
Compact Modular Cabinets
The Compact Modular Cabinet (CMC) is a small, wall- or floor-mounted unit that supports
a single port network. It is thus well-suited to small, growing organizations. For a modest
initial investment, the CMC gives you the capacity that you need now. As your
organization grows, you can connect up to two more modular cabinets to expand the
existing port network. Each CMC can hold up to 10 circuit packs. Figure 2 shows a
Compact Modular Cabinet.
3
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System Overview
Hardware
Figure 2.
Compact Modular Cabinet
Single-Carrier Cabinets
The Single-Carrier Cabinet (SCC) is a compact, floor-mounted modular unit for
businesses that will at some point require more capacity than Compact Modular Cabinets
can supply. The SCC can support additional, expansion port networks, so you can add
capacity as needed, up to the limit set by the overall DEFINITY system architecture. Each
SCC contains a single circuit pack carrier with up to 20 circuit packs, depending on the
carrier type. Up to four SCCs can be stacked to form a single port network, and additional
port networks can be connected for still more capacity. Figure 3 shows a typical
single-carrier cabinet.
4
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Hardware
Figure 3.
Typical Single-Carrier Cabinet and cabinet stack
Multi-Carrier Cabinets
The Multi-Carrier Cabinet (MCC) is a large unit designed for high-capacity
communications systems and large businesses. It can contain up to five carriers and can
be connected to additional, expansion port networks. Figure 4 shows a typical
multi-carrier cabinet.
5
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Hardware
Figure 4.
Typical Multi-Carrier Cabinet
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6
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Hardware
7
1
Basic System
A
Processor Port Network
2
Directly Connected System
B
Expansion Port Network
3
Directly Connected System with Two EPNs
C
Center Stage Switch
4
CSS-Connected System with up to 15 EPNs
D
Switch Node
5
CSS-Connected System with up to 43 EPNs
Figure 5.
Standard Configurations
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Reliability and Recoverability
Reliability and Recoverability
The system is designed to recover from a power outage or other failure instantly,
regardless of the source of the failure. Each port network includes a set of segmented,
parallel buses. If one of the paired segments fails, the other bus segment continues to
handle communications. You can always further enhance the system’s reliability by
duplicating critical components such as processors or fiber-optic links between port
networks.
Configuring for Reliability/Recoverability
DEFINITY ECS can be configured to meet the disaster recovery needs of any business.
For example:
■
Calls can be routed through an alternate DEFINITY ECS if one site is destroyed or
disabled by natural or man-made disaster.
■
Multimedia (voice, video, data) connections to the network can all be made
redundant, in case of network failures. The system can be routed through multiple
public exchanges to protect against network failures (a cable or fiber being cut, for
example).
■
DEFINITY's universal hardware and flexible software allow systems to be re
configured quickly in emergency situations. Port networks can be added and
network routing can be changed in a matter of minutes.
■
The TN2211 Optical Drive will replace the present TN1656 Tape Drive. The new
Optical Drive will provide the same functionality as the Tape drive, such as, storage
for software upgrades, translation backups, announcement file backups, core
dumps, etc. It is also faster than the Tape Drive. A full backup to the Optical Drive
will take approximately 20 minutes. The present Tape Drive backup takes about 95
minutes.
Survivable Remote EPN (SREPN)
The Survivable Remote Expansion Port Network (SREPN) allows a DEFINITY ECS (R6r
or later) EPN to provide service to the customer when the link to the main processor fails
or is severed or when the processor or CSS fails. When the links to the DEFINITY ECS
8
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DEFINITY ECS Network Connections
are restored and stable, the logic switch is manually reset and the EPN is reconnected to
the links from the switch. There are both command and manual resets. The resets can be
done remotely at the SAT or manually at the equipment.
The SREPN must be administered separately (not as a duplicated PPN) to function in a
disaster recovery scenario. It will not function as a survivable remote EPN without the
administration (stations, trunks, features) to support its operation.
DEFINITY ECS Network Connections
The system can be connected to public and private networks in a variety of ways.
Public Telephone Network
DEFINITY ECS supports a full range of digital and analog connections to a Public
Telephone-Network Central Office, including ISDN-PRI and ISDN-BRI.
Private Telephone Networks
DEFINITY ECS supports the many kinds of private-network connections, including:
■
Digital telephone handsets
■
Data-communications equipment, including data modules and data terminal
equipment.
■
Attendant and voice messaging systems
■
Multimedia and video conferencing equipment
■
Call Center systems
■
Hospitality systems
■
Auxiliary loudspeaker-paging and music-on-hold equipment
■
Peripherals, such as journal printers and call detail-recording equipment.
■
Asynchronous Transfer Mode or ATM
■
IP solutions, such as IP trunking and IP softphones
■
Other private-network switches
9
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DEFINITY ECS Network Connections
10
TCP/IP Networks
DEFINITY ECS can also connect to Ethernet Local Area Networks (LANs) and the
Internet.
■
The optional DEFINITY LAN Gateway feature lets the DEFINITY system exchange
messages with LAN communications software.
■
DEFINITY ECS now supports Internet Protocol (IP) trunks using the TN802B
circuit pack and C-LAN card (TN799B). However, to connect to the network and do
signaling over IP, only the TN799B is required.
IP trunking is a good choice for basic, corporate voice and fax communications,
where cost is a major concern. IP-trunk calls travel over a company’s intranet
rather than the Public Telephone Network. So, for the most common types of
internal, corporate communications, IP trunks offer considerable savings.
IP trunking is usually not a good choice for applications where calls have to be
routed to multiple destinations (as in most conferencing applications) or to a voice
messaging system. IP-trunk calls are compressed to save network bandwidth.
Repeated compression and decompression results in a loss of data at each stage
and degrades the final quality of the signal. This is not a problem in normal,
corporate voice or fax calls. They go through two or three compression cycles at
most. But multipoint conference calls and most voice messaging systems add too
many compression cycles for acceptable quality.
■
DEFINITY ECS now includes the IP Solutions feature, which supports audio and
voice transmissions over a LAN or WAN. For more information about IP Solutions,
see ‘‘IP Solutions’’ on page 56.
ATM Networks
Three kinds of Asynchronous Transfer Mode (ATM) connectivity are available with
DEFINITY ECS. Any standards-compliant ATM switch can serve as the switch node
connecting DEFINITY ECS port networks. In this type of configuration, the ATM switch
replaces the Center-Stage Switch.
The three kinds of ATM connectivity DEFINITY ECS supports are as follows:
■
ATM Port Network Connectivity (ATM-PNC) provides an alternative to either the
direct-connect or Center Stage Switch configurations for connecting the Processor
Port Network (PPN) to one or more Expansion Port Networks (EPNs). ATM-PNC
provides reduced infrastructure cost and improved network manageability.
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■
ATM Circuit Emulation Service (ATM-CES) lets a DEFINITY ECS emulate an
ISDN-PRI trunk on an ATM facility. ATM-CES maximizes port network capacities by
consolidating trunking.
■
The ATM Trunk feature supports telephony and Wide-Area Network (WAN)
connectivity over ATM networks. ATM-WAN extends the PNC beyond a single ATM
switch. It allows for use of DEFINITY ECS applications over an ATM infrastructure
across locations. ATM-WAN consolidates communications traffic, allowing for
quicker and more efficient transport of voice, data, video, and mixed media
communications.
Typical Connections
Figure 6 shows typical DEFINITY ECS connections.
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DEFINITY ECS Network Connections
12
DEFINITY
AUDIX
cydfcn2i KLC 021400
1 Wireless System
8
Digital Facilities
2 Multimedia Call Center
9
Analog Facilities
3 Business Telephone
10
Data Terminals
4 Telephone with Data Module
11
Host Computer
5 Data Terminal
12
Data Terminal
6 Voice Messaging System
13
Management Terminal
7 Customer LAN/WAN
14
Attendant Console
Figure 6.
Typical DEFINITY ECS Connections
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International Capabilities
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13
NOTE:
Actual equipment may appear different than the equipment shown.
International Capabilities
DEFINITY ECS provides features that allow for differences in telecommunication
standards around the world, allowing you to use the same communications system at
your various locations in other countries. If you are reading this book, it is likely that the
system has been type approved in your country. Check with your local distributor for more
information.
Public Network Call Priority
Provides call retention, forced disconnect, intrusion, mode-of-release control, and re-ring
to switches on public networks. Different countries frequently refer to these capabilities by
different names.
World Class Tone Detection
Enables the DEFINITY ECS to identify and handle different types of call progress tones,
depending on the system administration. You can use the tone detector and identification
to display on Data Terminal Dialing and to decide when to send digits on trunk calls
through Abbreviated Dialing, ARS, AAR, and Data Terminal Dialing.
World Class Tone Generation
Allows you to define call-progress tones. You can select values for frequency and
cadence. If you do not define a call-progress tone, DEFINITY ECS sends a default sound
for that call-progress tone that is based on your administered country code. For a very
few tones, that default may be silence, but for most commonly used tones, that default will
make a sound.
Administrable Loss Plan
Provides you with the capability to administer the loss or gain applied on calls. This
capability is necessary because some country regulations change about how much loss
is allowed on voice calls.
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Power
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14
Power
DEFINITY ECS can accept a variety of AC or DC power. The system can operate without
requiring a power transformer in almost any part of the world.
During a power outage, individual cabinets (Single or Multi-Carrier) will continue to
function for up to 15 seconds; the Multi-Carrier Cabinet will function for up to 10 minutes
without power, depending on configuration. Optionally, an Uninterruptible Power Supply
can protect a DEFINITY ECS system from under or over-voltage conditions, line
frequency fluctuations, and power blackout of short duration. A battery backup system
can be used to provide power for up to 8 hours, depending on the type and quantity of
circuit packs and amount of traffic during the holdover period.
Software
All DEFINITY ECS systems throughout the world use the same basic software. In
addition to the basic software, various optional packages can enhance the capabilities of
the system. Some of the capabilities described in this document require optional
software. See your Account Representative for more information. The basic software is a
prerequisite for all the optional packages.
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Telephones
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2 —Telephone Features
Telephones
DEFINITY ECS telephones fall into three basic families—Analog, Digital Communications
Protocol (DCP), and BRI. These terms describe how each type of telephone
communicates with the DEFINITY ECS switch. These families of telephones are
designed to accommodate the types of communications various users require. All
telephones have touch-tone dialing and the message-waiting lamp for notification of
messages.
Telephones for the Global Marketplace
With help from our many global customers, Lucent Technologies has developed the 8400,
9400, 6400 and 6200 series telephones to meet the demand for two-wire telephones in
the global marketplace.
8400-Series Telephones
The 8400 digital telephones are versatile two-wire/four-wire Digital Communications
Protocol (DCP) telephones with new styling that offer new flexibility and cost savings.
They automatically detect whether they are plugged into a two-wire or four-wire digital line
circuit card. This is a significant benefit because it provides an easier transition to either a
two-line or a four-line environment, therefore reducing wiring expenses and installation
adjustments. It also allows you to save space inside the cabinet by using 24-port two-wire
boards in place of 16-port four-wire boards.
9400-Series Telephones
The 9400 digital telephones, also known as Europhones, provide inexpensive support for
two-wire installations, while still providing a European design. Three models of the 9400
telephones are available in gray and cream white. The 9403, 9410B, 9410D, and 9434
telephones are similar in design and features to the 8400 series.
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Telephones
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6400-Series Telephones
The 2-wire, DCP 6400 digital telephones are similar to the 8400 and 9400 telephones,
and feature new styling and a pullout instruction card. The 6400 telephones also include
the following additional features:
■
Date and time display.
■
A feature button which allows switchhook control of a headset.
■
Group Listen capability, which allows you to use your handset or headset normally
while others in the room listen in via speakerphone. This 2-way handset, 1-way
speaker mode allows you to serve as a spokesperson for a group.
■
Telephone Self Administration capability, which allows you to program feature
buttons on the telephone yourself.
6400 Tip/Ring Interface Module
This module provides a two wire analog interface for the 6400 DCP telephones. This will
allow the operation of an analog adjunct to be independent of the digital telephone’s
extension for the use of FAX machines or modems without compromising the user’s voice
extensions.
6200-Series Analog Telephones
The 6210 and 6220 analog telephones are designed to take advantage of the many
features offered by the DEFINITY ECS. They offer the following features.
■
Message light
■
Flash and redial buttons
■
Hold button and hold light
■
Handset volume control
■
Data jack (for connecting a modem or similar device)
■
Personalized ringing, speakerphone button and light, and programmable dialing
buttons (6220 only)
IP SoftPhones
IP SoftPhones extend the level of DEFINITY services. They turn a PC or a laptop into an
advanced telephone. Users can place calls, take calls, and handle multiple calls on their
PCs. For a discussion of the types of SoftPhones available with IP Solutions for
DEFINITY ECS, see ‘‘IP SoftPhones’’ on page 58.
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Teleconferencing Products
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Wireless Handsets for X-Station Mobility
X-Station Mobility allows remote users to access switch features. It allows wireless
telephones remoted over a trunk interface to be controlled by the DEFINITY ECS as if the
telephones were directly connected to the switch.
Teleconferencing Products
Quorum A-28 Conference Bridge
The Quorum A-28 Conference Bridge is a microprocessor-controlled analog bridge. It
allows you to activate a multipoint connection of switched and private-line circuits to
create a single conversation. You can set up, monitor, and control your own
teleconferences through your DEFINITY ECS.
The Quorum A-28 Conference Bridge allows you to connect up to 28 different people on
a single conference call. Or you can set up multiple conferences — up to four
conferences with seven participants each.
The bridge also provides a lecture mode that you can use for one-way broadcasts. Using
the Mute feature, participants can be placed in a listen-only mode, allowing one speaker
to address the rest of the conference.
SoundStation Audioconferencing Systems
Lucent Technologies’s SoundStation and SoundStation EX Audioconferencing Systems
enable a group of people in a conference room to share their conversation with others
through a telephone connection. The Soundstation equipment permits natural
conversation among many people — whether strong or soft, or from a standing or sitting
position.
SoundStation
The SoundStation has three microphones and a digitally tuned speaker that provide
360-degree coverage, whether you use the system in an office or a conference room. It
connects to an analog telephone line. The built-in keypad includes a mute button and a
flash key. An additional port allows you to connect the speakerphone to a tape recorder.
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SoundStation EX
The SoundStation EX includes all the features and functions of the SoundStation. It
accommodates larger conferences by including two palm-size external microphones that
can be positioned up to six feet (1.8 m) on either side of the center console. An optional
wireless microphone is available for stand-up presenters. See Figure 7 for an illustration
of the SoundStation EX with External Microphones.
2
3
5
6
7
8
9
*
0
1
4
stealth1 CJL 050696
Figure 7.
Soundstation EX with External Microphones
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Telephone Features
Handling Incoming Calls
Automatic Hold
Allow Attendants and multi-function telephone users to alternate easily between two or
more calls. For example, with automatic hold, selection of a second call automatically
puts the active call (if any) on hold and makes the second call active. This feature can be
activated on a system-wide basis only. When automatic hold is not activated, the
selection of the second call drops the first call.
Hold
Allows you to disconnect from a call temporarily, use your telephone for other call
purposes, and then return to the original call.
Long Hold Recall
Visual and audible warnings are sent to the telephone where a call has been on hold past
a specified period of time. Both visual and audible warnings are used if the telephone is
on-hook. If the telephone is off-hook, a "priority ring" is used. The call is identified as a
long-held call by the letters "hc" on the display. This is an optional feature at the system
level.
Transfer
Allows telephone users to transfer trunk or internal calls to other telephones within the
system without attendant assistance. This feature provides a convenient way to connect a
party with someone better qualified to handle the call. Single-line telephone users
momentarily flash the switchhook or press the Recall button, dial the desired extension,
and hang up. Multi-appearance telephone users press the Transfer button, dial the
desired extension number, and press the Transfer button again. This is an optional
feature at the system level.
Pull Transfer
Allows either the party who was originally called or the party to whom the held call will be
transferred to complete the transfer. This is a convenient way to connect a party with
someone better qualified to handle the call. Attendant assistance is not required and the
call does not have to be redialed. It interfaces with satellite workstations via TGU/TGE
trunks and is always available for calls that use TGU/TGE trunks.
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Trunk-to-Trunk Transfer
Allows the attendant or telephone user to connect an incoming trunk call to an outgoing
trunk call. This feature is particularly useful when a caller outside the system calls a user
or attendant and requests a transfer to another outside number. For example, a worker,
away on business, can call in and have the call transferred elsewhere. The system
assures that incoming Central Office trunks without Disconnect Supervision are not
transferred to outgoing trunks or other incoming Central Office trunks without Disconnect
Supervision.
Transfer — Outgoing Trunk
to Outgoing Trunk
Allows a user or attendant to initiate two or more outgoing trunk calls and then transfer
the trunks together. The transfer operation removes the original user from the connection
and conferences the outgoing trunks. Alternatively, the controlling party can establish a
conference call with the outgoing trunks and then drop out of the conference, leaving only
the outgoing trunks on the conference. This is an optional enhancement to Trunk-to-Trunk
Transfer and requires careful administration and use. DCS Trunk Turnaround may be a
safer alternative to this feature.
Transfer Upon Hang-Up
Provides you with the ability to transfer a call by hanging up instead of having to press the
Transfer button a second time. You would press the Transfer button, dial the number the
call is being transferred to and then hang up. This is an optional feature at the system
level. You will still be able to transfer a call by pressing the Transfer button a second time.
Transfer Recall
Returns the unanswered transfer calls back to the person who transferred the call.
Transfer Recall uses a priority alerting signal, and the display on the telephone shows "rt",
which indicates a returned call from a failed transfer operation.
Abort Transfer
Allows a user to abort a transfer attempt by pressing a non-idle line appearance. The call
being transferred would be taken off a transfer-type hold and be put on a traditional hold.
The transfer will also be aborted when you hang up (going on-hook), unless Transfer
Upon Hang-Up is activated on the switch. This is an optional feature at the system level.
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Conference
The Conference button allows multiappearance telephone users to make up to six-party
conference calls without attendant assistance. This feature also allows single-line
telephone users to make up to three-party conference calls without attendant assistance.
Abort Conference on Hangup
When you punch the conference button and for any reason you hang up before you
complete the conference, you will cancel the conference. The original call that was put on
soft-hold will now be on hard-hold.
Call Park
Allows you to put a call on hold and then retrieve a call from any other telephone on the
system. This is helpful when you are on a call and need to go to another location for
information. It also allows you to answer a call from any telephone after being paged by a
telephone user or an attendant.
Misoperation Handling
NOTE:
This feature is required only in France and Italy, but it can be used at any location
where the feature has been turned on.
Defines how calls are handled when a misoperation occurs. A misoperation is when calls
are left on hold when the controlling station goes on hook.
For example, a misoperation can occur under either of the following conditions:
■
If you hang up prior to completing a feature operation (in some cases, hanging up
completes the operation, as in call transfer). If, for example, you place a call on
hold, begin to transfer the call, dial an invalid extension number, and then hang up,
that’s a misoperation.
■
When the system enters night service while attendant consoles have calls on hold.
The system administrator can alter the standard Misoperation Handling to ensure that an
external caller is not left on hold indefinitely, or dropped by the system after a
misoperation with no way to reach someone for help.
Manual Message Waiting
Allows multi-appearance telephone users to light the status lamp associated with the
manual Message Waiting button at another multi-appearance telephone. They do this by
simply pressing a button on their own telephone. This feature can be administered only to
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pairs of telephones such as a secretary and an executive. The secretary might press the
button to signal to the executive that a call needs answering or someone has arrived for
an appointment. The executive might use the button to indicate that he or she should not
be disturbed.
Internal Automatic Answer
Allows specific telephones to answer incoming internal calls automatically. This feature is
intended for use with telephones that have speakerphones or headsets. You simply press
an Internal Automatic Answer feature button, and calls are automatically answered when
the telephone is idle. Internal and Distributed Communications System (DCS) calls can
be answered using Automatic Answer, but only attendants can use Automatic Answer to
answer external calls directed to the attendant.
Recall Signaling
Recall Signaling allows the user of an analog station to place a call on hold, use the voice
terminal for other call purposes, and then return to the original call.
Local Call Timer Automatic Start/Stop
Automatically starts the local timer of a 6400 series telephone when a call is received.
The timer is stopped automatically when a call is ended. When a call is placed on hold the
timer continues to run, but is not displayed. When the call comes off hold, the total
elapsed call-time displays.
Call Redirection
Call Forwarding
Call Forwarding provides four functions:
■
Call Forwarding All Calls — Allows calls to be forwarded to an internal extension,
external (off-net) number, an attendant, or an attendant group.
■
Call Forwarding Override — Allows the user at the forwarded-to extension to
override Call Forwarding and either initiate a call or transfer a call back to the
forwarded-from extension.
■
Call Forward Busy/Don’t Answer — Allows calls to be forwarded when the called
extension is busy or when the call is not answered after an administrable interval. If
the extension is busy, the call forwards immediately. If the extension is not busy, the
incoming call rings the called extension, then forwards only if it remains
unanswered longer than the administered interval.
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Telephone Features
■
23
Call Forwarding Off Net — Allows calls forwarded off net to be tracked for busy or
no-answer conditions. The system brings the call back for further call-coverage
processing if specified conditions are met. This feature is particularly useful for
Telecommuters, who can have their on-site office calls forwarded to their home
offices.
Call Coverage
Call Coverage provides automatic redirection of calls that meet specified criteria to
alternate answering positions in a Call Coverage path. A coverage path can include any
of the following: a telephone, an attendant group, a Uniform Call Distribution (UCD) hunt
group, a Direct Department Calling (DDC) hunt group, an Automatic Call Distribution
(ACD) hunt group, a voice messaging system, or a Coverage Answer Group (CAG)
established to answer redirected calls.
In addition to redirecting a call to a local answering position, you can administer Call
Coverage to:
■
Redirect calls based on time-of-day
■
Redirect calls to a remote location
■
Allow users to change back and forth between two lead-coverage paths from either
an on- or off-site location
Coverage Callback
Allows a covering user to leave a message for the called party to call back the person
who called.
Coverage Incoming Call Identification
Allows multi-appearance telephones users without a display in a Coverage Answer Group
to identify an incoming call to that group.
Go to Cover
Allows users who call another internal extension to send the call directly to coverage.
Send All Calls
Allows users to temporarily direct all incoming calls to coverage regardless of the
assigned call-coverage redirection criteria. Covering users can temporarily remove their
voice terminals from the coverage path. The feature is activated and deactivated via a
button or access code.
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Consult
Allows a covering user, after answering a call received through Call Coverage, to call the
called party for private consultation. Consult can be used to let a covering user ask the
principal if they want to speak with the calling party.
Reset Shift Call
If a call number is busy and doesn’t have coverage or the called number and the
coverage are both busy, you have an opportunity to replace the last digit that was
entered. This allows you to call another extension without having to hang up and redial.
Reset Shift Call is a feature that is active for station to station (internal) calls and for
Private Network calls. The Private Network trunks must signal busy using out-of-band
signaling.
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A
External Call: Active, Busy, Don’t Answer
1
Secretary
B
Internal Calls: Cover All
2
Clerk
C
Internal Call: Active, Busy, Don’t Answer
3
AUDIX Voice Messaging
D
Internal Calls: Send All Calls
4
Message Center Group
Figure 8.
Typical DEFINITY ECS Call Coverage Options
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Night Service
There are five Night Service features:
■
Hunt Group Night Service allows an attendant or a split supervisor to assign a hunt
group or split to Night Service mode. All calls for the hunt group then are redirected
to the hunt group’s designated Night Service extension. When a user activates
Hunt Group Night Service, the associated button lamp lights.
■
Night Console Service directs all calls for primary and daytime attendant consoles
to a night console. When a user activates Night Console Service, the Night Service
button for each attendant lights and all attendant-seeking calls (and calls waiting) in
the queue are directed to the night console. To activate and deactivate this feature,
the attendant typically presses the Night button on the principal attendant console
or designated console.
■
Night Station Service directs incoming calls for the attendant to designated
extensions. Attendants can activate Night Station Service by pressing the Night
button on the principle console if there is not an active night console. If the night
station is busy, calls (including emergency attendant calls) receive a busy tone.
They do not queue for the attendant.
■
Trunk Answer from Any Station allows telephone users to answer all incoming calls
to the attendant when the attendant is not on duty and when other voice terminals
have not been designated to answer the calls. The incoming call activates a gong,
bell, or chime and a voice-terminal user dials an access code to answer the call.
■
Trunk Group Night Service allows an attendant or a designated telephone user to
individually assign a trunk group or all trunk groups to the night service mode.
Specific trunk groups individually assigned to the service are in Individual Trunk
Night Service Mode. Calls coming into these trunk groups are redirected to
designated night service extensions. Incoming calls on other trunk groups are
processed normally.
Enhanced Night Service
DEFINITY ECS informs a Voice Mail System (VMS) that it is in Night Service, allowing the
VMS to perform different actions and call handling for out-of-hours operation. For
example, the VMS may be administered to provide recorded announcements after hours.
The enhancement is made to the Mode Code Voice Mail Interface.
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Bridged Call Appearance — Multi-Appearance
Telephone
Allows calls made to or from a primary telephone user’s extension number to be handled
from more than one telephone. A bridged call appearance is set up by administering a
primary extension and the button number associated with it on a multi-lamp button on
another telephone. One way this feature is most often used is by secretaries or assistants
who answer or handle calls to the primary extension (an executive, for example). When
the primary extension receives a call, the bridged call appearance flashes or rings on all
telephones administered with this feature. The call can be answered by anyone having a
telephone with this feature and handled as if the primary extension user was answering it.
The maximum number of bridged appearances has been expanded from 25 to 64 with
DEFINITY ECS R8.
Bridged Call Appearance — Single-Line
Telephone
Allows single-line telephones users to have a bridged appearance on a multi-appearance
telephone.
Temporary Bridged Appearance
Allows multi-appearance telephone users in a terminating extension group or personal
central office line group to bridge onto an existing group call. If a call has been answered
using the Call Pickup feature, the originally called party can bridge onto the call. This
feature also allows a called party to bridge onto a call that redirects to coverage before
the called party can answer it.
Privacy — Manual Exclusion
Allows multi-appearance telephone users to keep other users with appearances of the
same extension number from bridging onto an existing call. Exclusion is activated by
pressing the Exclusion button on a per-call basis.
Privacy-Auto Exclusion
When the Class of Service is set for the Automatic Exclusion option, the feature is
activated when you take your telephone off-hook. The feature can be deactivated when
you push the Exclusion button before dialing a call or during a call. An excluded call that
is on hold can be taken off hold by any telephone that has a bridged appearance of the
telephone that put the call on hold.
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Call Pickup
Along with Directed Call Pickup, allows you to answer calls for other telephones within
your specified call pickup group. Directed Call Pickup allows you to pick up any call on the
DEFINITY ECS system. With this feature, you do not have to leave your telephone to
answer a call for a nearby telephone. You simply dial an access code or press a Call
Pickup button.
Group Call Pickup
Allows you to dial a Feature Access Code (FAC) and a Pickup Group Number to answer a
call from a different group. For example, Marketing would be able to pickup calls in the
Sales group when the Sales group is unavailable. This feature is ideal for offices that are
not divided by partitions and generally have the departments on the same floor.
Terminating Extension Group
Allows an incoming call to ring (either audible or silent alerting) as many as four
telephones at the same time. Any user in the group can answer the call. Any telephone
can be administered as a group member. Only a multi-appearance telephone can be
assigned a feature button with an associated status lamp, however. The feature button
allows the user to select a Terminating Extension Group call appearance for answering or
bridging onto an existing call but not for call origination. For example, a department in a
large store might have three telephones. Anyone in the department can answer the call.
The salesperson most qualified to answer the call can bridge onto the call.
Station Hunting
Routes calls made to a busy extension to another extension. To use Station Hunting, you
create a station hunting chain that governs the order in which a call routes from one
extension to the next when the called extension is busy. Each extension in the chain links
to only one subsequent extension. An extension may be linked from any number of
extensions, however.
Station Hunt Before Coverage
This feature changes the interaction that occurs between station hunting and call
coverage. Station Hunt before Coverage causes a call going to a busy station to go
through a station hunting process before going to coverage. If all the stations in the Hunt
group are busy, the call will go to the coverage path.
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Circular Station Hunting
This new hunt group type is an alternative to the "ddc" or "hot-seat" algorithm in a hunt
group. DEFINITY ECS keeps track of the last extension in the hunt group that received a
call. When another incoming call arrives, it is sent to the next idle extension, bypassing
the extension that had received the previous call. The first extension in the hunt group will
no longer be the busiest telephone while the others in the group are sitting idle.
Speed/Convenience Calling
Abbreviated Dialing
Provides lists of stored numbers you can use to:
■
Place local, long-distance, and international calls
■
Activate features
■
Access remote computer equipment
You simply dial the list number and the one-, two-, or three-digit number associated with
the telephone number you want. The number is then automatically dialed by the system.
A frequently called number can be stored on an abbreviated dialing button that you need
only press once to make the call.
Abbreviated Dialing Labeling
Labeling of Abbreviated Dialing (AD) Buttons on Softkeys allows users of 8400 and 6400
series display telephone sets to administer labels for the AD buttons that appear on their
softkeys. These personalized labels appear on the menu display.
Abbreviated Dialing On-Hook Programming
On-Hook Programming allows users of 8400 and 6400 series telephone sets with
enabled speakers to access the programming mode without going off-hook during
available call appearances. Signaling changes from DTMF to the S-channel, allowing the
use of a longer (60 seconds) time-out period. Signaling will remain DTMF and the current
time-out period of 10 seconds will still apply to non-display telephone sets.
Enhanced Abbreviated Dialing
Supplements Abbreviated Dialing by providing one enhanced number per system.
Enhanced number lists can contain any number or dial access code. System
Administrators designate privileges for group number lists, system number lists and
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enhanced number lists. With privileged lists, users can access otherwise-restricted
numbers (e.g., Stations without long-distance access can be programmed to access
specified long-distance numbers).
Active Dialing
6400 series telephone sets have a dialing option where the set will send S-channel button
codes when the user presses a number on the dial pad when on-hook.
Telephone Self-Administration
Allows you to program feature buttons on 6400-series telephones yourself.
Automatic Callback
Allows internal users who placed a call to a busy or unanswered internal telephone to be
called back automatically when the called voice terminal becomes available.
When a user activates Automatic Callback, the system monitors the called telephone.
When the called telephone becomes available to receive a call, the system originates the
Automatic Callback call. The originating party receives priority ringing. The calling party
then lifts the handset and the called party receives the same ringing provided on the
original call.
Ringback Queuing
Places calls in an ordered queue (first in, first out) when all trunks are busy. The
telephone user who is trying to make a call is automatically called back when a trunk
becomes available, and hears a distinctive three-burst signal when called back.
Last Number Dialed
Allows you to automatically redial the last number dialed. The system saves the first 24
digits of the last number dialed, whether the call attempt was manually dialed or dialed
using Abbreviated Dialing. When you press the Last Number Dialed button or dial the
Last Number dialed feature access code, the system places the call again.
Remote Access
Permits authorized callers from remote locations to access the system via the public
network and then use its features and services.There are a variety of ways of accessing
the feature. After gaining access, you hear a system dial tone, and, for system security,
may be required to dial a barrier code.
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Recorded Telephone Dictation Access
Allows telephone users, including Remote Access and incoming tie trunk users, to access
dictation equipment. The dictation equipment is accessed by dialing an access code or
extension number. The start/stop function can be voice or dial controlled. Other functions
such as initial activation and playback are controlled by additional dial codes.
Emergency Access to the Attendant
Provides for emergency calls to be placed to an Attendant. These calls can be placed
automatically by the system or can be dialed by system users. Emergency access calls
can receive priority handling by the Attendant.
Crisis Alert
Crisis Alert uses both audible and visual alerting to notify designated extensions when an
emergency call is made. Audible alerting sounds like an ambulance siren. Visual alerting
flashes the CRSS-ALRT button lamp and the display of the caller’s name and extension.
Crisis Alert’s display of the origin of the emergency call enables the attendant or other
user to direct emergency-service response to the caller.
If an emergency call is made while another crisis alert is still active, the incoming call will
be placed in the queue. If the system is administered so that all users must respond, then
every user must respond to every call, in which case the calls are not necessarily queued
in the order in which they were made. If the system is administered so that only one user
must respond, the first crisis alert remains active at the phone where it was
acknowledged. Subsequent calls are queued to the next available station in the order in
which they were made.
Crisis Alert can also send notification of an emergency call to a digital pager. In this case,
it sends a message of 7 to 22 digits to the pager and displays a crisis alert code, an
extension and room number, and a main number (if one is entered). The person paged
thus knows the origin of the emergency call and can direct emergency-service response
to the appropriate location. To use Crisis Alert with a digital pager, the system is
administered so that at least one digital set has a CRSS-ALRT button and the Alert Pager
field is set to y. Any station with a CRSS-ALRT button and a pager receives the correct
alert.
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Manual Originating Line Service
Connects single-line telephone users to the attendant automatically when the user lifts
the handset. The attendant number is stored in an Abbreviated Dialing list. When the
telephone user lifts the handset, the system automatically routes the call to the attendant
using the Hot Line Service feature.
Trunk Flash
Trunk Flash allows a feature or function button on a multifunction telephone or attendant
console to be assigned as a Flash button. Pressing this button while connected to a trunk
(which must have been administered to allow Trunk Flash) causes the system to send a
flash signal out over the connected trunk.
Trunk Flash enables multifunction voice terminals to access central office customized
services that are provided by the Central Office to which DEFINITY ECS is connected.
These services are electronic features, such as conference and transfer, that are
accessed by a sequence of flash signal and dial signals from the DEFINITY System
station on an active trunk call. The Trunk Flash feature can help to reduce the number of
trunk lines connected to the DEFINITY system. “Digit 1 as Flash” as used in Italy and the
United Kingdom will not serve as the flash button in this application.
Special Dial Tone
Provides the ability to play a Special Dial Tone whenever an analog set is not able to
receive calls. When such conditions as Call Forward All Calls, Call Forward Busy/NA,
Send All Calls or Do Not Disturb are activated on a telephone set, a Special Dial Tone lets
you know that you cannot receive any calls.
Telephone Displays
Voice Terminal Display
Provides multi-appearance telephone users with updated call and message information.
This information is displayed on a display-equipped telephone. The information displayed
depends upon the display mode selected by the user. Information that allows
personalized call answering is available on many calls.
Users may select any of the following as the display message language: English (default),
French, Italian, or Spanish. In addition, messages can be administered on the system in a
fifth language. The language for display messages is selected by each user.
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ICLID on Analog Trunk
In the US and Japan, the user’s terminal displays calling party information. Name and
calling number are available from the US central offices; only the calling number is
available from central offices in Japan. This feature may be used in countries that comply
with either US or Japanese requirements. The display of name and number will work with
all DEFINITY digital voice terminals (DCP and BRI) equipped with a 40-character or a
32-character alphanumeric display.
Enhanced Voice Terminal Display
The Enhanced Voice Terminal Display feature allows you to choose the character set that
you want to see in DEFINITY ECS softkeys and display terminals. In addition to the
standard Roman character set, you can choose either the Katakana or characters used
for most European languages.
Administrable Language Displays
Allows the messages that appear on telephone display units to be shown in the language
spoken by the user. These messages are available in English (the default), French,
Italian, Spanish, or one other user-defined language. The language for display messages
is selected by each user. The feature requires 40-character display telephones.
Directory
Allows users with display-equipped telephones to access the system database, use the
touch-tone buttons to enter a name, and retrieve an extension number from the system
directory. The directory contains the names and extensions assigned to all telephones on
the system.
Group Communication
Conference — Terminal
Allows multi-appearance telephone users to set up six-party conference calls without
attendant assistance. Single-line telephone users can set up three-party conference calls
without attendant assistance.
Intercom — Automatic
Allows two users to talk together easily. Calling users press the Automatic Intercom
button and lift the handset. The called user receives a unique intercom ring and the
intercom lamp, if provided, flashes. With this feature, users who frequently call each other
can do so by pressing one button instead of dialing an extension number.
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Intercom — Dial
Allows multi-appearance telephone users to easily call others within an administered
group. The calling user lifts the handset, presses the Dial Intercom button, and dials the
one- or two-digit code assigned to the desired party. The called user’s telephone rings,
and intercom lamp, if provided, flashes. With this feature, a group of users who frequently
call each other can do so by pressing one button and dialing a one- or two- digit code
instead of dialing an extension number.
Manual Signaling
Allows one user to signal another user. The receiving user hears a two-second ring. The
signal is sent each time the button is pressed by the signaling user. The meaning of the
signal is prearranged between the sender and the receiver. Manual Signaling is denied if
the receiving telephone is already ringing from an incoming call.
Group Listen
Simultaneously activates your speakerphone in listen only mode and your handset or
headset in listen and speak mode. This allows you to serve as spokesperson for a group.
You can participate in a conversation while everyone else in the room is listening to what
is said.
Whisper Page
Allows an assistant or colleague to bridge onto your telephone conversation and give you
a message without being heard by the other party or parties you are talking to. Whisper
Page works only on certain types of telephones.
Loudspeaker Paging Access
Provides attendants and telephone users dial access to voice paging equipment. As
many as nine paging zones can be provided by the system and one zone can be provided
that activates all zones at the same time. (A zone is the location of the loudspeakers —
for example, conference rooms, warehouses, or storerooms.) A user can activate this
feature by dialing the trunk access code of the desired paging zone, or the access codes
can be entered into Abbreviated Dialing Lists. Once you have activated this feature, you
can simply speak into the handset to make the announcement.
Deluxe Loudspeaker Paging Access (called Deluxe Paging) provides attendants and
telephone users with integrated access to voice-paging equipment and Call Park
capabilities. When you activate Deluxe Paging, the call is automatically parked. The
parked call returns to the parking user with distinctive alerting when the time-out interval
expires.
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Code Calling Access
Allows attendants, users, and tie trunk users to page with coded chime signals. This
feature is helpful for users who are often away from their telephones or at a location
where a ringing telephone might be disturbing.
Special Ringing
Distinctive Ringing
Rings or activates alerting on your telephone in such a way that you are aware of the type
of incoming call before answering it. This feature operates in a Distributed
Communication System (DCS) environment the same as it does within a single system.
By default, internal calls are identified by a 1-burst ringing pattern, external calls by a
2-burst ringing pattern, and priority calls by a 3-burst ringing pattern. You can administer
these patterns, however.
Personalized Ringing
Allows users of certain telephones to uniquely identify their own calls. Each user can
choose one of a number of possible ringing patterns. The eight ringing patterns are tone
sequences consisting of different combinations of three tones. With this feature, users
working closely in the same area can each specify a different ringing pattern in order to
better identify their own calls.
Priority Calling
Allows you to ring another telephone with a distinctive signal that tells the called party the
incoming call requires immediate attention. The called party can then handle the call
accordingly. You activate priority calling by Dialing a Priority Calling access code or
pressing a feature button, followed by the extension number. You can use Priority Calling
only if your telephone has been administered with the required class of service.
Voice Terminal Alerting Options
Provides multi-appearance telephone users with different ringing patterns. This feature
primarily affects audible ringing for calls directed to telephones that are off hook, or calls
directed to idle and active CALLMASTER telephones.
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Ringing — Abbreviated and Delayed
Allows you to manually or automatically assign one of four ring types to each call
appearance on a telephone. Whatever treatment you assign to a call appearance is
automatically assigned to each of its bridged call appearances.
Ringer Cutoff
Allows the user of a multi-appearance telephone to turn audible ringing signals on and
off. Visual alerting is not affected by this feature. When this feature is enabled, only
Priority (three-burst) ring, Redirect Notification, Intercom ring, and Manual Signaling ring
at the telephone. Internal and external calls do not ring.
Multiappearance Preselection and Preference
Provides options for placing or answering calls on selected call appearances. Ringing
Appearance Preference automatically connects you to the incoming ringing call when the
user picks up the handset. Idle Appearance Preference automatically connects you to an
idle appearance. Preselection allows the user to manually select an appearance.
Preselection is used, for example, when you want to reconnect with a held call or activate
a feature. Preselection can be used with a feature button. For example, if you press an
Abbreviated Dialing button, the call appearance is automatically selected and, if you pick
up the handset within five seconds, the call is automatically placed. The Preselection
option overrides both of the other preference options.
Messaging
Leave Word Calling
Allows internal system users to leave a short preprogammed message (usually “Call” with
the calling user’s name, extension number, and the time of the call) for other internal
users. When the message is stored on the DEFINITY ECS, the Message Lamp on the
called telephone automatically lights. Leave Word Calling messages can be retrieved
using a telephone display, Voice Message Retrieval, or AUDIX. Messages may be
retrieved in English, French, Italian, Spanish, or a user-defined language.
Audible Message Waiting
Places a stutter at the beginning of the dial tone when a telephone user picks up the
telephone. The stutter dial tone indicates that the user has a message waiting. This
feature is particularly useful for visually impaired people who may not be able to see a
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message light. It is often used with telephones that have no Message Waiting Lights.
Audible Message Waiting may not be available in countries that restrict the characteristics
of dial tones provided to users.
Voice Messaging and Call Coverage
Often an AUDIX system is set up as the last point on a call-coverage path, as in Figure 8.
A secretary or colleague who answers a redirected call intended for you can also transfer
the caller to your AUDIX mailbox. The caller may prefer to leave voice-mail for you if the
message is personal, lengthy, or technical.
Many other options are available. For example, a caller can redirect a call from the AUDIX
system to an attendant. Or the caller can transfer to another extension instead of leaving
a message. You can even have the AUDIX automated attendant answer all calls to the
company and send calls to various extensions. In this case, callers are instructed to enter
keypad commands to direct the call.
Voice Message Retrieval
Allows telephone users, remote access users, and attendants to retrieve Leave Word
Calling and Call Coverage voice messages. It can be used to retrieve a user’s own
messages or messages for another user. However, a different user’s messages can be
retrieved only by a user at a telephone or attendant console in the coverage path, by an
administered system-wide message retriever, or by a remote-access user when the
extension and associated security code are known. The system restricts unauthorized
users from retrieving messages.
Message-Retrieval Options
With the Message-Waiting Lamp on their telephones, employees always know when they
have messages. Messages can be retrieved in a variety of ways, such as:
■
Display retrieval — Users having digital telephones with displays or a personal
computer integrated with a telephone can display messages.
■
Speak-to-Me — Using any touch-tone telephone, employees can dial Speak-to-Me
and hear a synthesized voice read their messages over the telephone.
These message-retrieval options can be assigned to users individually.
Demand Print
Allows you to print your undelivered messages without calling the Message
Center.
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Voice Messaging Systems
The Lucent Technologies voice messaging solutions include:
■
DEFINITY AUDIX
■
INTUITY AUDIX
Voice Response solutions include:
■
CONVERSANT Voice Information System V7
Telecommuting
Remote Call Coverage/Call Forwarding
Off-Net
Remote Call Coverage and Call Forwarding Off-Net allow calls to be redirected to a
remote location. This allows you to have calls placed to your on-site office redirected to
your home office. You can administer the system to either monitor calls and bring them
back for additional processing if not answered or to leave calls at the remote (off-net)
location.
Extended User Administration of Redirected
Calls (Telecommuting Access)
Extended User Administration of Redirected Calls (also called Telecommuting Access)
allows you to change the lead call coverage path or forwarding extension from any on-site
or off-site location. Thus you can change the path or extension from your home office, for
example.
Off-Premises Station
A trunk-data module connects off-premises private-line trunk facilities and DEFINITY
ECS. The trunk-data module converts between the RS-232C and the DCP, and can
connect to DDD modems as the DCP member of a modem pool.
See also, ‘‘Call Redirection’’ on page 22.
See also, ‘‘Call Vectoring’’ on page 97.
Personal Station Access
Allows you to transfer your telephone station preferences and permissions to any other
compatible telephone. This includes the definition of terminal buttons, abbreviated dial
lists, and Class of Service and Class of Restrictions permissions. It can be used on-site
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or off-site (with DEFINITY Extender). Personal Station Access can also be used to
prevent unauthorized calls from your phone when you are away from your desk. You
would disassociate your desk telephone from your extension number when you are away
from your desk and re-associate your desk telephone number with your extension
number when you return. Personal Station Access has several telecommuting
applications. For example, several telecommuting employees can share the same office
on different days of the week. The employees can easily and remotely make the shared
telephone “theirs” for the day. Remote use requires DEFINITY Extender.
Station Self Display
Station Self Display shows the extension number of the telephone set when a user either
dials the Feature Access Code while off-hook or depresses the "Inspect" button when
on-hook. The dialed number will be displayed once the user starts to dial. This feature is
helpful to people who move from one desk to another while they are working. This feature
is also used by maintenance personnel to ensure that an extension number is correctly
administered.
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3 —Attendant (Operator) Features
Attendant (Operator)
A person at a console who provides personalized service for incoming callers and
voice-services users by performing switching and signaling operations.
Attendant Console
A digital call-handling station with push-button control used not only to answer and place
calls, but also to manage and monitor some system operations.
The Attendant Display shows call-related information that helps the attendant to operate
the console. Also shows personal service and message information. Information is shown
on the alphanumeric display on the attendant console. Attendants may select one of
several available display message languages: English, French, Italian, or Spanish. In
addition, your company may define one additional language for use by users and
attendants on their display.
DEFINITY PC Console
Lucent Technologies DEFINITY PC Console allows your Attendants to handle incoming
calls efficiently by personal computer. Using the familiar Microsoft Windows graphical
interface, the Attendants can easily keep track of how long callers have been on hold and
who they are waiting for. Attendants can monitor up to six calls at once. They need not
fumble with pen and paper when handling calls, as they can make notes on their
computers about what each caller needs. All this contributes to make a favorable first
impression with your customers. Having the call processing software on the same
computer with spreadsheet, word processing, or other software allows the attendants to
stay productive between calls.
The PC Console is easily customized, so even if attendants from different shifts share the
same computer, they can each preserve their preferences in the call processing
environment. The PC Console is available in English, Parisian French, Latin American
Spanish, German, Dutch, Italian and Portuguese. It will be available in Italian in the fall of
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1997. If a Spanish-speaking Attendant takes over for a French-speaking attendant, for
example, a single press of a button converts all labels, error messages and online help to
Spanish.
Attendant Features
Call Handling
Listed Directory Number
Allows outside callers to access your attendant group in two ways, depending on the type
of trunk used for the incoming call. You can allow attendant group access via incoming
direct inward dial trunks, or you can allow attendant group access via incoming Central
Office) and foreign exchange trunks.
Call Waiting
Allows an Attendant to let a single-line telephone user who is on the phone know that a
call is waiting. The Attendant is then free to answer other calls. The Attendant hears a call
waiting ringback tone and the busy telephone user hears a call waiting tone. This tone is
heard only by the called telephone user.
Calling of Inward Restricted Stations
A telephone with a Class of Restriction that is inward restricted cannot receive public
network, attendant-originated, or attendant-extended calls. This feature allows you to
override this restriction.
Priority Queue
Places incoming calls to the Attendant in an orderly queue when these calls cannot go
immediately to the Attendant. This feature allows you to define twelve different categories
of incoming attendant calls, including emergency calls, which are given the highest
priority.
Override of Diversion Features
Allows an Attendant to bypass diversion features such as Send All Calls and Call
Coverage by putting a call through to an extension even when these diversion features
are on. This feature, together with Attendant Intrusion, can be used to get an emergency
or urgent call through to a telephone user.
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Attendant Features
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Backup Alerting
Notifies backup Attendants that the primary Attendant cannot pick up a call. It provides
both audible and visual alerting to backup stations when the attendant queue reaches its
queue warning level. When the queue drops below the queue warning level, alerting
stops. Audible alerting also occurs when the attendant console is in night mode,
regardless of the Attendant queue size.
Timed Reminder and Attendant Timers
Automatically alerts the Attendant after an administered time interval for the following
types of calls: extended calls to be answered or waiting to be connected to a busy
single-line telephone, one-party calls placed on hold on the console, and transferred calls
that have not been answered after transfer. Timed Reminder informs the Attendant that a
call requires additional attention. After the Attendant reconnects to the call, the user can
either choose to try another extension number, hang up, or continue to wait. DEFINITY
ECS supports a variety of administrable attendant timers for use in a variety of situations.
Privacy — Attendant Lockout
Prevents an Attendant from re-entering a multiple-party connection held on the console
unless recalled by a telephone user. This feature is administered on a system-wide basis.
It is either activated or not activated.
Intrusion (Call Offer)
Allows an Attendant to enter an existing call to inform the person being called about a
message or another call.
Release Loop Operation
Allows the Attendant to hold a call at the console if the call cannot immediately go through
to the person being called. A timed reminder begins once the call is on hold. If the call is
not answered within the allotted time, the call returns to the queue for the Attendant.
Timed reminders attempt to return the call to the Attendant who previously handled it.
Only when the original Attendant is unavailable are calls returned to the queue.
Attendant Vectoring
Provides you with the flexibility to manage Attendant group voice calls. When this feature
is turned on, you will be able to program how you want your Attendant group calls
processed. Attendant vectoring can be used by itself or in combination with QSIG
Centralized Attendant Service.
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Serial Calling
Enables an Attendant to transfer trunk calls that return to the same Attendant after the
called party hangs up. The returned call can then transfer to another station within the
switch. This feature is useful if trunks are scarce and Direct Inward Dialing services are
unavailable. An outside caller may have to redial often to get through because trunks are
so busy. Once callers get through to an Attendant they can use the same line into the
switch for multiple calls. The Attendant’s display shows if an incoming call is a serial call.
Conference
Allows an Attendant to set up a conference call for as many as six conferees, including
the Attendant. Conferences from inside and outside the system can be added to the
conference call.
Making Calls
Auto Start and Don’t Split
Auto Start allows the Attendant to make a telephone call without pushing the start button
first. If the Attendant is on an active call and presses digits on the keypad, the system
automatically splits the call and begins dialing the second call. The Don’t Split feature
deactivates the Auto Start feature and allows the sending of touch tones over the line for
the purposes of such things as picking up messages.
Auto-Manual Splitting
Allows an Attendant to announce a call or consult privately with the called party without
being heard by the calling party on the call. It splits the calling party away so the
Attendant can confidentially determine if the called party can accept the call.
Direct Trunk Group Selection
Allows the Attendant direct access to an idle outgoing trunk by pressing the button
assigned to the trunk group. This feature eliminates the need for the Attendant to
memorize, or look up, and dial the trunk access codes associated with frequently used
trunk groups. Pressing a labelled button selects an idle trunk in the desired group.
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Attendant Features
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Accessing the Attendant
Recall
Allows users to recall the Attendant when they are on a two-party call or on an Attendant
Conference call held on the console. Single-line users press the Recall button or flash the
switchhook to recall the Attendant. Multi-appearance users press the Conference or
Transfer button to recall the Attendant and remain on the connection when either button is
used.
Emergency Access to the Attendant
Provides for emergency calls to be placed to an Attendant. These calls can be placed
automatically by the system or can be dialed by system users. Emergency access calls
will generally receive priority handling by the Attendant.
Dial Access to Attendant
Allows you to reach an Attendant by dialing an access code. The Attendant can then
extend the call to a trunk or to another telephone.
Individual Attendant Access
Allows you to call a specific attendant console. Each attendant console can be assigned
an individual extension number.
Monitoring Calls
Trunk Identification By Attendant
Allows an Attendant or display-equipped telephone user to identify a specific trunk being
used on a call. This capability is provided by assigning a Trunk ID button to the attendant
console or telephone. This feature is particularly helpful for identifying a faulty trunk. That
trunk can then be removed from service and the problem quickly corrected.
Crisis Alert
Visibly and audibly alerts Attendants when an emergency call is placed. The feature
indicates from where an emergency call is made, which allows the Attendant to direct
emergency-service response to the caller. Though often used in the hospitality industry, it
can be set up to work with any standard attendant console.
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Issue 1
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Audible alerting sounds like an ambulance siren. Visual alerting consists of flashing of the
crisis-alert button lamp and display of the caller name and extension. When crisis alerting
is active, the console is placed in position-busy mode so that no other incoming calls
interfere with the emergency call. The console can still originate calls. The Attendant
must press the position-busy button to unbusy the console and the crisis-alert button to
deactivate audible and visual alerting.
Trunk Group Access
Allows an Attendant to control trunk groups and prevents telephone users from directly
accessing a controlled trunk group. This allows the Attendant to monitor the use of these
trunk groups. By watching the lamps associated with the trunk groups, the Attendant can
determine if the number of busy trunks in a specific trunk group has reached a preset
warning level and if all trunks in a specific trunk group are busy. The Attendant can then
handle other calls to these trunk groups accordingly.
Direct Extension Selection With Busy Lamp Field
Allows the Attendant to keep track of extension status — whether the extension is idle or
busy — and to place or extend calls to extension numbers without having to dial the
extension number. The Attendant can use this feature in two ways: using standard Direct
Extension Selection access, or using enhanced Direct Extension Selection access.
Trunk Group Busy/Warning Indicators to
Attendant
Provides the Attendant with a visual indication that the number of busy trunks in a group
has reached an administered level. A visual indication is also provided when all trunks in
a group are busy. This feature is particularly helpful to show the Attendant that the
Attendant Control of Trunk Group Access feature needs to be invoked.
Room Status (Hospitality Industry)
Allows an Attendant to see whether a room is vacant or occupied and the housekeeping
status of each room. This feature is only available when you have Enhanced Hospitality
enabled for your system. This feature combines the property management capabilities of
Check-In/Check-Out and Housekeeping Status but does not require that you have a
Property Management System.
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Attendant Features
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Attendant Direct Trunk Group Selection
Allows the Attendant direct access to an idle outgoing trunk by pressing the button
assigned to the trunk group. This feature eliminates the need for the Attendant to
memorize, or look up, and dial the trunk access codes associated with frequently used
trunk groups. Pressing a labelled button selects an idle trunk in the desired group.
Centralized Attendant Service
Enables Attendant services in a private network to be concentrated at a central location.
Each branch in a Centralized Attendant Service has its own listed directory number or
other type of access from the public network. Incoming calls to the branch, as well as
calls made by users directly to the Attendants, are routed to the centralized Attendants
over Release Link Trunks.
Attendant with DCS
Control of Trunk Group Access
Allows an Attendant at any node in the Distributed Communication System (DCS) to take
control of any outgoing trunk group at an adjacent node. This is helpful when an
Attendant wants to prevent telephone users from calling out on a specific trunk group for
any number of reasons, such as reserving a trunk group for incoming calls or for a very
important outgoing call.
Direct Trunk Group Selection
Allows the Attendant direct access to an idle outgoing trunk in a local or remote trunk
group by pressing the button assigned to that trunk group. This feature eliminates the
need for the Attendant to memorize, or look up, and dial the trunk access codes
associated with frequently used trunk groups. Direct Trunk Group Selection is intended to
expedite the handling of an outgoing call by the Attendant.
Display
Shows call-related information that helps the Attendant to operate the console. Also
shows personal service and message information. Information is shown on the
alphanumeric display on the Attendant console. Attendants may select one of several
available display message languages: English, French, Italian, or Spanish. In addition,
your company may define one additional language for use by users and Attendants on
their display.
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Inter-PBX Attendant Calls
Allows Attendants for multiple branches to be concentrated at a main location. Incoming
trunk calls to the branch, as well as Attendant-seeking voice-terminal calls, route over tie
trunks to the main location.
DCS With Reroute
A sophisticated DCS rerouting capability for optimizing trunks. When you transfer out of
your AUDIX voice messaging system, for example, DEFINITY ECS sets up a new path
that optimizes system resources. Similar to the rerouting capabilities used with Q-SIG.
Enhanced DCS
Enhanced DCS adds features to the existing DCS capabilities and requires the use of
Italian TGU/TGE tie trunks. Additional features include:
■
Exchanging information to provide Class of Restriction (COR) checking between
switches in the EDCS network
■
Providing call-progress information for the Attendant
■
Allowing Attendant intrusion between a main and a satellite PBX
■
Allowing a main PBX to provide DID/CO intercept treatment rather than the satellite
PBX
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Computer-Related Calling Features
Data Modules
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4 —Computer-Related Calling
Features
Data Modules
Data modules connect DEFINITY ECS with other communications equipment, changing
protocol, connections, and timing as necessary.
DEFINITY ECS supports the following types of data module:
■
High Speed Links
■
Data stands
■
Modular-processor data module
■
7000-series data modules
■
Modular-trunk data module
■
Asynchronous Data Unit
■
Asynchronous Data Module (for ISDN-Basic Rate Interface telephones)
■
Terminal adapters
All of these data modules support industry standards and include options for setting the
operating profile to match that of the data equipment.
Modem Pooling
Enables switched connections between digital data endpoints (data modules) and analog
data endpoints and acoustic coupled modems. Data transmission between a digital data
endpoint and an analog endpoint requires a conversion since the DCP format used by the
data module is not compatible with the modulated signals of an analog modem. A modem
translates DCP format into modulated signals and vice versa. The Modem Pooling
feature provides a set of modems for such conversions.
DEFINITY ECS modem pools are assigned into modem pool groups. A group can have
up to 32 modems, called “members.” DEFINITY ECS can have as many as 63 modem
pool groups. See Figure 9.
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Modem Pooling
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1
DEFINITY ECS
7
Integrated Pooled Modem
2
Asynchronous Terminal
8
Data Line Port
3
Digital Port
9
Analog Port
4
Analog Trunk
10
7400A
5
Modem
11
Digital Communications Protocol
6
Remote Application
12
Analog
13
EIA Standard
Figure 9.
DEFINITY ECS Modem Pooling
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Alphanumeric Dialing
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Alphanumeric Dialing
Allows you to place data calls by entering an alphanumeric name rather than a long string
of numbers.
Data Call Setup
Enables the setting up of data calls using a variety of methods, such as: keyboard dialing,
telephone dialing, Hayes command dialing, permanent switched connections,
administered connections, automatic calling unit interface, and Hot Line dialing. Data Call
Setup is provided for both DCP and ISDN-BRI telephones.
Data Hot Line
Provides for automatic placement of a data call when the originator hangs up. Data Hot
Line may be used for security purposes. This feature offers fast and accurate call
placement to commonly called data endpoints. Data terminal users who constantly call
the same number can use Data Hot Line to automatically place the call when they hang
up the telephone.
Default Dialing
Provides data terminal users who dial a specific number the majority of the time a very
simple method of dialing that number. This feature enhances Data Terminal (Keyboard)
Dialing by allowing a data terminal user to place a data call to a preadministered
destination in several different ways, depending on the type of data module. Data
Terminal Dialing and Alphanumeric Dialing are unaffected.
Data Privacy
Protects analog data calls from being disturbed by any of the system’s overriding or
ringing features. Data Privacy is activated when you dial an activation code at the
beginning of the call.
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Data Restriction
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Data Restriction
Protects analog data calls from being disturbed by any of the system’s overriding or
ringing features. It is administered at the system level to selected analog and
multi-appearance telephones and trunk groups.
Administered Connections
Automatically establishes an end-to-end connection between two access or data
endpoints based on administered attributes. This feature provides capabilities such as
alarm notification, including an administrable alarm type and threshold; automatic
restoration of connections established over a Software-Defined Data Network; ISDN-PRI
trunk group [service may be referred to as ISDN-PRI (AC/AE) Service]; scheduled as well
as continuous connections; and administrable-retry interval for failed connection
attempts.
Multimedia Calling
Multimedia calls are initiated with voice and video only. Once a call is established, one of
the parties may initiate an associated data conference to include all of the parties on the
call who are capable of supporting data. The data conference is controlled by an adjunct
device called an Expansion Services Module (ESM).
Multimedia Call Early Answer on
Vectors and Stations
Early Answer is a feature applied to multimedia calls in conjunction with conversion to
voice. Early Answer:
■
Answers the data call
■
Establishes the multimedia protocol prior to completion of a converted call
■
Ensures that a voice path to/from the originator is available when the (voice) call is
answered
For an incoming call, Early Answer answers the dynamic service-link calls when the
destination endpoint answers, unless Early Answer is specified during routing or
termination processing.
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NOTE:
The “destination voice endpoint” might be an outgoing voice trunk if the
destination voice station is forwarded or covered off-premises.
Multimedia Call Handling
Multimedia Call Handling (MMCH) enables you to control voice, video, and data
transmissions using your telephone set. The feature buttons on a multi-function
DEFINITY telephone enable you to conduct video conferences, and forward, cover, hold,
or park multimedia calls much as you would a standard voice call. You can also share PC
applications so that you and colleagues can collaborate while working from remote sites.
See Figure 10.
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Multimedia Calling
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DEFINITY
9
1
3
7
8
3
2
4
4
5
5
6
cydfmch2 RPY 100997
1
One number access
5
Call redirection
2
Multimedia call complex
6
Multimedia conferencing
3
Multimedia to voice conversion
7
BRI data connection
4
Standard voice call handling
8
DCP voice connection
9
ESM data collaboration
Figure 10.
DEFINITY ECS Multimedia Call Handling
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Multimedia Call Redirection to MM Endpoint
A dual port multimedia station may be a destination of call redirection features such as
call coverage, forwarding, and station hunting. The station can receive and accept full
multimedia calls or data calls converted to multimedia.
Multimedia Data Conferencing (T.120) via
ESM
The data conference is controlled by an adjunct device called an Expansion Services
Module (ESM). The Expansion Services Module is used to terminate T.120 protocols
[including Generalized Conference Call (GCC), a protocol standard for data conference
control] and provide data conference control and data distribution. The MultiMedia
Interface circuit pack, TN787, is used to rate adapt T.120 data to/from the ESM.
Multimedia Hold, Conference, Transfer, and
Drop
Station users have the ability to activate hold, conference, transfer, or drop on multimedia
calls. Multimedia endpoints and voice-only stations may participate in the same
conference.
Multimedia Multiple-Port Network
DEFINITY ECS supports the equivalent of 580 Basic mode complexes operating at 6CCS
traffic level. All enhanced mode complexes operate with soft-mode service links since the
use of hard-mode service links reduces capacities. G3si limits are 1/3 to 1/2 of the G3r
limits, depending on memory limitations and port network limitations.
Multiple Call Appearances
The dual port multimedia station provides multiple call appearances, each representing a
multimedia call or a voice call.
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Multimedia Applications Server Interface
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Multimedia Applications Server
Interface
The Multimedia Applications Server Interface provides a link between the DEFINITY ECS
and one or more Multimedia Communications eXchange nodes. A Multimedia
Communications eXchange is a stand-alone multimedia call processor produced by
Lucent Technologies. This new link to DEFINITY ECS enhances the capabilities of each
Multimedia Communications eXchange system by enabling it to share some of the
DEFINITY ECS features. In particular, the interface provides the following advantages:
■
Call Detail Recording (CDR)— The capture of call detail records so you can
analyze the call patterns and usage of multimedia calls just as DEFINITY
administrators analyze normal calls.
■
Automatic Alternate Routing/Automatic Route Selection (AAR/ARS) — The
intelligent selection of the most cost-effective routing for calls, based on available
resources and your carrier preference. The system may select public trunks via
DEFINITY Multimedia eXchange (MMCX)
■
Voice Mail Integration — You can access your DEFINITY or INTUITY AUDIX voice
messaging system from a Multimedia Communication eXchange (MMCX).
Local Area Network Connectivity
(LAN)
The DEFINITY LAN Gateway feature lets the DEFINITY system exchange messages
with PC/LAN-based communications software. The Control LAN (C-LAN) interface
simplifies connections between adjunct equipment and DEFINITY. It provides TCP/IP
connectivity over Ethernet or Point-to-Point Protocol connections to applications such as
CMS Call Center, INTUITY AUDIX, and DCS.
IP Solutions
The capabilities and applications of DEFINITY ECS are extended with the introduction of
IP Solutions. IP Solutions supports audio/voice over a LAN or WAN, and it ensures that
remote workers have access to communication system features from their PCs.
administration
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IP Solutions
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NOTE:
To maximize voice quality using IP Solutions, you must consider both your
hardware and network configurations. For example, with IP Softphones, you can
send the audio over traditional circuit switch lines, providing high quality voice, or
over IP using LAN connections. When making calls over the LAN, voice quality
will vary and may be unacceptable if you don’t tune your computers and data
network. For example, systems without full duplex audio cards and switch
Ethernet ports are not recommended and will provide poor audio quality.
In addition, IP call capacities currently do not match those of traditional switch
lines. See Chapter 4 in the DEFINITY ECS R8.2 System Description for more
inofmration on call performance.
IP Solutions supports two trunk configurations and three types of softphones. It uses a
new IP Interface circuit pack inside the DEFINITY ECS. This IP Interface is new with
Release 8. It can operate in either of the following two modes:
■
IP Trunk—used for IP trunk connections. This is the default mode for the Release 8
IP Interface, and this mode makes it compatible with Release 7 systems.
NOTE:
IP Trunk is the default mode for the Release 8 IP Interface only because it may
also be used to replace the IP Interface in Release 7 systems. In a Release 8
system, however, the Release 8 IP Interface should be used in MedPro mode.
■
MedPro—used for H.323 trunk connections and H.323 voice processing for IP
softphones. This mode requires the new C-LAN circuit pack.
DEFINITY ECS supports multiple Release 8 IP Interfaces operating in a mixture of these
two modes or a combination of Release 7 IP Interfaces (operating in the IP Trunk mode)
and Release 8 IP Interfaces (operating in either mode). However, a Release 7 or
Release 8 IP Interface operating in IP Trunk mode cannot communicate with a Release 8
IP Interface operating in MedPro mode.
Trunks
IP Solutions supports the following two types of trunks.
H.323
The Release 8 IP Interface in MedPro mode enables H.323 trunk service using IP
connectivity between two DEFINITY ECS systems. The H.323 trunk groups can be
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configured as DEFINITY-specific tie trunks, generic tie trunks, or direct-inward-dial (DID)
"public" trunks. In addition, the H.323 trunks support ISDN features such as QSIG and
BSR.
IP Trunk
The Release 8 IP Interface in IP Trunk mode allows for operation with existing Release 7
IP Interface circuit packs. It allows trunk groups to be defined as DS1 tie lines between
DEFINITY ECS systems over a virtual private network.
IP SoftPhones
IP Solutions supports the following three SoftPhone applications.
Road-warrior Application
Enables use of the full DEFINITY ECS feature set from temporary remote locations
anywhere in the world. The road-warrior application consists of two software applications
running on a PC that is connected to DEFINITY ECS over an IP network. On DEFINITY
ECS, the road-warrior application requires the C-LAN circuit pack for signaling and the
Release 8 IP Interface running in MedPro mode for voice processing.
Telecommuter Application
Enables telecommuters to use the full DEFINITY ECS feature set from home. It consists
of a PC and a telephone with separate connections to DEFINITY ECS. The PC provides
the signaling path and the user interface for call control. A standard telephone provides a
high-quality voice path. The telecommuter application requires the C-LAN circuit pack for
signaling. The telecommuter application does not use the Release 8 IP Interface.
CentreVu IP Agent
Provides a variation of the telecommuter application. CentreVu IP Agent emulates a
Lucent CallMaster set and provides use of the call end capabilities required for Call
Center operations from a remote location, such as the agent’s home.
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Integrated Workstation Applications
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Integrated Workstation Applications
PassageWay
When you use the PassageWay adjunct application, you can use your Windows PC
desktop to access the DEFINITY ECS telephone features. Users can access all available
communications resources—telephone system, voicemail, fax, and LAN—from a single,
graphical user interface.
CallVisor ASAI
The CallVisor Adjunct-Switch Application Interface (ASAI) lets external computer
applications make use of the call routing, administration, and reporting capabilities of the
DEFINITY ECS.
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Hospitality Features
Overview
61
5 —Hospitality Features
Overview
The following features are designed for use in the hospitality industry. Other features
listed elsewhere may be of use in this industry, however. The Attendant Crisis Alert
feature is primarily used in lodging establishments. That feature is a basic feature
because it is available on any system that has the appropriate attendant console.
Automatic Wakeup
Allows Attendants, front desk users, and guests to request that a wakeup call be placed
automatically to a certain extension number at a later time. When a wakeup call is placed
and answered, the system can provide a recorded announcement (which can be a
speech synthesis announcement), music, or simply silence. With the Integrated
Announcement feature, multiple announcements enable international guests to use
wakeup announcements in a variety of languages.
Do Not Disturb
Allows guests, Attendants, and authorized front desk users to request that no calls, other
than priority calls, be connected to a particular extension until a specified time.
Dual Wakeup
This capability is part of the Automatic Wakeup Hospitality Hotel/Motel feature. Dual
Wakeup allows each extension to request two wakeup calls within one 24-hour period.
Room Activated Wakeup With Tones
This capability is part of the Automatic Wakeup Hospitality Hotel/Motel feature. Room
Activated Wakeup With Tones allows guests to schedule wakeup calls via tones that
prompt for the time they want to receive the wakeup call.
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Hospitality Services
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Hospitality Services
A system with Hospitality enabled and Hospitality Parameter Reduction disabled provides
all system capabilities and supports all types of customers. A system with both Hospitality
and Hospitality Parameter Reduction enabled provides reduced system parameters that
have a major impact on essential system features used by nonlodging customers. The
Hospitality features set (Auto Wakeup, Do Not Disturb, Property Management System) is
the same on both packages.
Names Registration
Automatically sends a guest’s name and room extension from the Property Management
System (PMS) to the DEFINITY ECS at check-in, and automatically removes this
information at check-out. The information may be displayed on any attendant console or
display-equipped telephone at various hotel locations (for example, Room Service or
Security).
Suite Check-In via the Hunt-to Feature
This feature is basically for the Hospitality Industry. Suite Check-In via the Hunt-to feature
allows more than one station to be "checked- in" at one time. This is useful for a guest
room that may have multiple extensions. This feature allows all extensions to be
"checked-in" at the same time. Suite Check-In via the Hunt-to feature will also "check-out"
all the extensions in the entire suite at the same time.
Property Management System
Interface
Provides a communications link between the DEFINITY ECS and a Property
Management System (PMS). The PMS allows a customer to control features used in both
a hospital-type and a hotel/motel-type environment. The communications link allows the
PMS to interrogate the DEFINITY ECS and allows information to be passed between the
system and the Property Management System.
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Property Management System (PMS) Digit to Insert/Delete
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Property Management System (PMS)
Digit to Insert/Delete
Many customer configurations base the room telephone extension on the room number
by adding an extra leading digit. The PMS Insert/Delete Digit feature allows users to
delete the leading digit of the extension in messages. The feature is useful for a hotel that
has multiple extensions sharing an extra leading digit in front of the room number. The
leading digit is automatically inserted when the message goes to the PBX.
NOTE:
The PMS interface supports 3-, 4-, or 5-digit extensions, but prefixed extensions
do not send the entire number across the interface. Only the assigned extension
number is sent. Therefore, you should not use prefixed extensions for numbers
that are also going to use the Digit to Insert/Delete function.
Single-Digit Dialing and Mixed
Station Numbering
Allows hotel staff and guests easy access to internal hotel/motel services and provides
the capability to associate room numbers with guest room telephones. The feature
provides the following dial plan types: single-digit dialing, prefixed extensions, and mixed
numbering.
Auto-Selection of DID Numbers
Allows the hotel to give guests a telephone number that is not associated with the room
number. The telephone number will be a Direct Inward Dialed (DID) number and will
change each time someone checks in. There is an Automatic Digit Rotation that allows
the number to change and be picked randomly from a block of DID numbers whenever a
new guest checks in.
Station Hunt Before Coverage
This feature changes the interaction that occurs between station hunting and call
coverage. Station Hunt before Coverage causes a call going to a busy station to go
through a station hunting process before going to coverage. If all the stations in the Hunt
group are busy, the call will go to the coverage path.
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Scheduling
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6 —System Management Features
Scheduling
DEFINITY ECS’s functional scheduling allows you to specify the time a command will be
executed or to specify that it should be executed on a periodic basis. Only commands that
do not require user interaction after being entering on the command line (such as list,
display, test) can be scheduled.
Concurrent User Sessions
In order to increase the efficiency of administration and maintenance functions, the
DEFINITY ECS switch accommodates multiple concurrent administration and
maintenance user sessions. Three or more devices (management terminals or operation
support systems) can be connected to the switch to perform administration and/or
maintenance tasks simultaneously. DEFINITY ECS supports eight concurrent
administration and maintenance users — five can perform concurrent administration, and
three can perform concurrent maintenance. The eight concurrent sessions can be in any
combination of local and remote connections.
Security
Call Restrictions
By dialing an access code, Administrators and Attendants have the ability to restrict users
from making or receiving certain types of calls. There are five restrictions:
■
Outward — User cannot place external calls.
■
Station-to-Station — User cannot place or receive internal calls.
■
Termination — User cannot receive any calls (except priority calls).
■
Toll — User cannot place toll calls but can place local calls.
■
Total — User can neither place nor receive any calls.
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The risks of unauthorized access can be minimized by combining the use of Remote
Network Access with the following:
■
An unpublished remote access number
■
Deactivate unassigned barrier codes immediately
■
Change barrier codes frequently
■
Inform remote access users of their responsibility
■
Monitor call detail reports for unauthorized or abnormal calling patterns
Class of Restriction (COR)
Defines many different classes of call origination and termination privileges. DEFINITY
ECS may have no restrictions, only a single COR, or may have as many classes of
restrictions as necessary to effect the desired restrictions. Many different types of classes
of restriction can be assigned to many types of facilities on the switch. For example, you
can use a calling-party COR to prevent callers from accessing the public network.
Security Violation Notification (SVN)
Security Violation Notification (SVN) allows you to set security-related parameters and to
receive notification when the limits that you have established are violated. You can run
reports related to both valid and invalid access attempts. You can also disable a login ID
or remote access authorization that is associated with a security violation.
Station Security Codes
To provide additional security around the customer options the “init” login has been
provided with additional security for the purpose of establishing an authentication
procedure for attempts to remotely log into the system.
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Calling/Connected Party Number (CPN)
Restriction
Per Line CPN Restriction
Users may block the Calling Party Number when originating calls. For ISDN calls, the
CPN Presentation Indicator is encoded accordingly. For non-ISDN calls, going to a public
network that supports the CPN Restriction feature, the network specific Feature
Activation Code gets passed to the network for interpretation and activation.
If Per Line CPN Restriction is administered for a station, it will override any ISDN Trunk
Group administration for sending Calling Party Number.
Per Call CPN Restriction
Users may indicate Calling Number privacy information. For ISDN calls, the CPN
Presentation Indicator is encoded accordingly. For non-ISDN calls going to a public
network that supports the CPN Restriction feature, the network specific Feature
Activation Code gets passed to the network for interpretation and activation of the desired
feature.
If Per Call CPN Restriction is activated for an outgoing call, it will override any Per Line
CPN Restriction administration for the calling station, and will override any ISDN Trunk
Group administration for sending Calling Number.
Restriction — Controlled
Allows an Attendant or telephone user, with console permission, to activate and
deactivate for an individual telephone or a group of telephones, the following restrictions:
outward, total, station-to-station, and termination restrictions.
Malicious Call Trace
Allows you to trace malicious calls. You define a group of terminal users who can notify
others in the group when they receive a malicious call. These users can then retrieve
information related to the call. Using this information, you can identify the malicious call
source or provide information to personnel at an adjacent system to complete the trace. It
also allows you to record the malicious call.
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CAMA - E911 Trunk Group
This form administers the Centralized Automatic Message Accounting (CAMA) trunks
and provides Caller’s Emergency Service Identification (CESID) information to the local
community’s Enhanced 911 system through the local Central Office.
Authorization Codes
Authorization Codes extend calling-privilege control and enhance security for
remote-access callers.
Authorization codes may be used to:
■
Override facility restriction levels assigned to originating stations or trunks
■
Restrict individual incoming tie trunks and remote-access trunks from accessing
outgoing trunks
■
Track CDR calls for cost-allocation purposes
■
Provide additional security control
Block Collect Call
Blocks collect calls. This feature is used primarily in Brazil.
Power Failure Transfer
Provides service to and from the local telephone company Central Office, including Wide
Area Telecommunications System, during a power failure. This allows you to make or
answer important or emergency calls during a power failure. This feature is also called
Emergency Transfer.
DEFINITY Network Administration
(DNA)
DEFINITY Network Administration (DNA) is a software-only system management tool for
administering DEFINITY and voice mail systems. DNA is client-server based, runs on
Windows, and is designed for large customers who have multiple DEFINITY systems.
DNA allows multiple administrators to administer the same or different switches at the
same time. It lets users schedule switch changes, save and modify switch tasks that run
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regularly, and view a history of DNA activity. DNA allows for cut-thru to switches and voice
mail systems, but it also offers the Graphically Enhanced DEFINITY Interface (GEDI) for
DEFINITY systems. GEDI lets you do virtually everything you can do with a System
Management Terminal (SMT), but using an easy-to-use graphical interface.
DNA also offers wizards that streamline and automate system management tasks,
including adding or removing users; changing a user’s name; adding hunt groups; adding,
replacing, or deleting authorization codes; importing data into and exporting data from a
switch; making global changes; printing button labels; viewing available extensions or
ports; and setting the time on the switch. Optional features that can be purchased
separately include Enhanced Number Portability, which streamlines station moves across
networked switches.
DEFINITY Site Administration (DSA)
DEFINITY Site Administration (DSA) is another software-only system management tool
for DEFINITY and voice mail systems. Designed for small to mid-sized customers, DSA
offers everything that DNA offers except support for multiple, simultaneous
administrators, and select wizards and DNA features.
Like DNA, DSA offers cut-thru, GEDI, task scheduling and editing, and history viewing.
DSA wizards include adding and removing users; changing a user’s name; adding
bridged appearances; browsing for dial ranges, stations, and unused ports; finding
unused extensions; importing data into and exporting data from a switch; making global
changes; printing button labels; creating and using templates; printing reports; and
setting the time on a switch. DSA also includes wizards for monitoring switch errors and
performance, including monitor alarms, monitor trunks, trunk analyzer, processor
occupancy, call traffic, system capacity, audits, and hardware manager.
Troubleshooting
Automatic Circuit Assurance
Assists in identifying possible trunk problems. The DEFINITY ECS maintains a record of
the performance of individual trunks and automatically calls a designated user when a
possible failure is detected. This feature provides better service through early detection of
faulty trunks and consequently reduces out-of-service time.
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DCS Automatic Circuit Assurance
Allows a user or Attendant at one node to activate or deactivate Automatic Circuit
Assurance referral calls for the entire DCS network. This transparency allows the referral
calls to originate at a node other than the node that detects the problem.
Busy Verification of Terminals and Trunks
Allows Attendants and users of multi-appearance telephones to make test calls to trunks,
telephones, and hunt groups to check the status of an apparently busy resource. With this
feature, an Attendant or multifunction telephone user can distinguish between a
telephone that is truly busy and one that only appears busy because of some problem.
You can also use the feature to quickly identify faulty trunks.
Facility Busy Indication
Allows users of multi-appearance telephones to see which lines, trunk groups,
terminating extension groups, hunt groups, or paging zones (called resources or facilities)
are busy. When the lamp associated with the resource is lit, the resource is busy.
You can store extension numbers, trunk group access codes, and Loudspeaker Paging
access codes in a Facility Busy Indication button. The Facility Busy Indication button
provides direct access to any of the facilities.
Facility Test Calls
Allows telephone users to make test calls to access specific trunks, dual tone
multifrequency receivers, time slots, and system tones. The user dials an access code
and makes the test call to make sure the facility is operating properly. Security measures
are included to prevent unauthorized use.
Packet Error History
Provides a 24-hour history of important packet level statistics that indirectly indicate some
LAN performance characteristics. The 24-hour history gives the ability to look back at
these measures if the trouble cleared.
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Variable Length Ping
Provides an enhancement to the ping command included in R7.1. This enhancement
specifies a longer packet to be sent by ping and shows if a router or host has a problem
fragmenting or integrating transferred packets.
Information and Reports
Recent Change History
Allows the system manager to view or print a history report of the most recent
administration and maintenance changes on the switch. This report may be used for
diagnostic or information purposes.
Service Observing
Allows a specified user, such as a supervisor, to observe or monitor another user’s calls.
A vector directory number call can also be observed. Observers can observe in
listen-only or listen-and-talk mode. You set up Service Observing to observe a particular
extension, not all calls to all extensions at a terminal.
NOTE:
Service Observing may be subject to federal, state, or local laws, rules, or
regulations or require the consent of one or both of the call parties. Familiarize
yourself and comply with all applicable laws, rules, and regulations before using
this feature.
Calling Party/Billing Number (CPN/BN)
Allows the system to transmit Calling Party Number/Billing Number (CPN/BN) information
to an ISDN-PRI trunk group. The CPN is the calling party’s telephone number. BN is the
calling party’s billing number. The CPN/BN may contain international country codes. It is
used with an adjunct application.
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Call Charge Information
Provides two ways to know the approximate charge for calls made on outgoing trunks:
■
Advice of Charge — For ISDN trunks
Advice of Charge (AOC) 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.
■
Periodic Pulse Metering — For non-ISDN trunks
Periodic Pulse Metering (PPM) accumulates pulses transmitted from the public
network at periodic intervals during an outgoing trunk call. At the end of the call, the
number of pulses collected is the basis for determining charges.
Call-charge information helps you to account for the cost of outgoing calls without waiting
for the next bill from your network provider. This is especially important in countries where
telephone bills are not itemized. You can also use this information to let employees know
the cost of their phone calls, and so encourage them to help manage the company’s
telecommunications expenses.
NOTE:
This feature is not offered by the public network in some countries, including the
United States.
In addition, the Pass Advice of Charge to BRI endpoints feature will transparently pass
AOC information that has been received from PRI networks to WCBRI endpoints.
Bulletin Board
Provides a place on the switch where you can post information and receive messages
from other switch users, including Lucent Technologies personnel. Anyone with
appropriate permissions can use the bulletin board for everyday messages. In addition,
Lucent Technologies personnel can leave high-priority messages, which are displayed on
the first 10 lines of the bulletin board.
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Call Detail Recording (CDR)
Records detailed call information on incoming and outgoing calls for the purpose of call
accounting and sends this call information to a Call Detail Recording (CDR) output
device. You can specify the trunk groups and extensions for which you want records to be
kept as well as the type of information to be recorded. You can keep track of both internal
and external calls. This application contains a wide variety of administrable options and
capabilities.
Traffic Reports
Shows measurements in the form of switch-based reports for local or remote access, and
can be collected for subsequent analysis and reporting by adjuncts and operation support
systems using the operation support system interface protocol. These reports include:
■
Call Coverage reports, which display measurements of the distribution of traffic
offered to call-coverage groups. Separate reports for all calls and external calls are
supplied.
■
Coverage Points, which differs based on whether “All Calls” or “External Calls” is
selected. For each coverage point in the group, the number of calls offered,
abandoned while at that coverage point, and overflowing to the next coverage point
are listed.
■
Processor Occupancy report, which provides summary information on how heavily
the processor is loaded.
■
Traffic Summary report, which provides a performance summary of the DEFINITY
ECS
■
Attendant Position report, which lists the following:
—
Attendant usage
—
Number of calls answered
—
Total time the attendant was available to answer a new call
—
Average holding time on calls answered
■
Security Violations report
■
Tandem Traffic report, which provides information on facilities that serve tandem
traffic
■
Hunt Group Measurements
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■
Automatic Route Selection Pattern Measurements
■
Trunk Group Detailed Measurements
■
Blockage Study report
■
Port Network and Link Usage
■
Emergency and Journal reports coming from information from Crisis Alert to Digital
Paging
Announcements
Recorded Announcement
Provides a recorded announcement to a variety of types of calls: calls that cannot be
completed as dialed, calls that have been in queue for an assigned interval, any calls
whose destination is an announcement, or incoming calls to a user.
Music-on-Hold Access
Automatically provides music, silence, or tone to a caller. Music lets the caller know that
the connection is still valid. Many different music options can be administered to
accommodate different tenants on the DEFINITY ECS. See the Tenant Partitioning
feature for more information.
Multimedia Queuing with Voice
Announcement
When multimedia callers queue for an available member of a hunt group they are able to
hear an audio announcement.
Class of Service (COS)
Defines whether or not telephone users can access the following features and functions:
Automatic Callback, Call Forwarding, Data Privacy, Priority Calling, Restrict Call
Forwarding Off-Net, Call Forward Busy/Don’t Answer, Personal Station Access, Extended
Forwarding and Busy/Don’t Answer, Trunk-to-Trunk Transfer Restriction Override,
Off-Hook Alert, Console Permission, or Client Room.
See ‘‘Class of Restriction (COR)’’ on page 66.
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Administration Without Hardware
Allows you to administer telephones that are not yet physically present on the system.
This feature works the same as administration with hardware: when stations are moved,
user-activated features such as Call Forwarding and Send All Calls are preserved and
functional. This greatly facilitates the speed of setting up and making changes to the
telephones on the system.
Terminal Translation Initialization (TTI)
DEFINITY ECS provides Terminal Translation Initialization, a feature that works with
Administration Without Hardware. Terminal Translation Initialization associates the
terminal translation data with a specific port location through the entry of a special
feature-access code, a Terminal Translation Initialization security code, and an extension
number from a terminal that is connected to a wired (but untranslated) jack.
Tenant Partitioning
Allows partitioning of the DEFINITY ECS in order to lease the system’s services and
features to tenants. This provides attractive new services and revenue for “virtual”
landlords. It provides the robust features of a large system at affordable rates to small
business tenants. DEFINITY ECS supports up to 100 partitions and 27 Attendant Groups.
Multiple Attendant Groups can be assigned to each partition. Stations, hunt groups, and
other endpoints assigned to a Class of Service can be partitioned. Network routing
pattern preferences also support the assigned Tenant Partitioning. Tenant Partitioning
also allows you to assign a unique music source for each tenant partition for customers
who are put on hold.
See also, ‘‘Music-on-Hold Access’’ on page 74.
Trunk Management
DEFINITY ECS supports a variety of interfaces to voice and data networks. Trunks supply
links between DEFINITY ECS, the public network, and other switches.
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Trunk Group Circuits
Trunks provide the communications links between DEFINITY ECS and other switches,
including Central Office switches and other premises switches. Trunks that perform the
same function are grouped together and administered as trunk groups. Trunks interface
with DEFINITY ECS via port circuit packs. DEFINITY ECS trunk group circuit types
include the following:
Local Exchange Trunks
Local exchange trunks connect DEFINITY ECS to a Central Office. The following are
some of the types available:
■
Central Office trunks, which connect DEFINITY ECS to the local Central Office for
incoming and outgoing calls
■
Foreign Exchange trunks, which connect DEFINITY ECS to a Central Office other
than the local one
■
Wide Area Telecommunications Service (WATS) trunks, which allow you to place
long-distance outgoing voice-grade calls to telephones in defined service areas.
The calls are priced according to distance in the service area, length of the call,
time of day, and the day of the week
■
800-service trunks, which let your business pay the charges for inbound
long-distance calls so that callers can reach you toll-free
■
Direct Inward Dialing (DID) trunks, which connect DEFINITY ECS to the local
Central Office for incoming calls dialed directly to stations without Attendant
assistance
■
Digital Service 1 (DS1) trunks, which can be used to provide T1 or ISDN Primary
Rate Interface (PRI) service
Tie Trunks
Tie trunks carry communications between DEFINITY ECS and other switches in a private
network. Several types of trunks can be used, depending on the type of private network
you establish.
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Auxiliary Trunks
Auxiliary trunks connect devices in auxiliary cabinets with the DEFINITY ECS. Some of
the features that are supported with this type of trunk are recorded announcements,
telephone dictation service, malicious call trace, and loudspeaker paging.
Central Office: The location housing telephone switching equipment that provides local
telephone service and access to toll facilities for long-distance calling.
Advanced Private Line Termination (APLT)
Provides access to and termination from CO (Central Office)-based private networks;
namely, Common Control Switching Arrangements (CCSA) and Enhanced Private
Switched Communications Service (EPSCS). APLT trunks are physically the same as
those used for analog tie trunks, where the trunk signaling is compatible with EPSCS and
CCSA network switches. The outgoing APLT trunk repeats any number of digits to the
private network as dialed. APLT trunks can tandem through the PBX from EPSCS
network only; CCSA networks require an Attendant to complete the call.
Direct Inward/Outward Dialing (DIOD)
Traditionally, CO (Central Office) trunks and DID (Direct Inward Dialing) trunks interface a
PBX with a Central Office. A CO trunk services outgoing calls and accepts incoming calls
that are terminated at the Attendant. A DID trunk is used for calls that need to be
terminated without an Attendant interaction.
The DIOD trunk combines the features of a CO trunk and a DID trunk to provide both
outgoing and incoming calls with addressing information in both directions.
IP Trunks
IP trunk groups may be defined as a virtual private network’s tie lines between DEFINITY
ECS systems or ITS-E servers. Each DEFINITY IP Trunk circuit pack provides a basic
twelve-port package that can be expanded up to a total of 30 ports. The number of ports
that are defined will correspond to the total number of simultaneous calls transmitted over
the IP Trunk Interface.
The benefits of IP Trunk include a reduction in long distance voice and fax expenses,
facilitating global communications, providing a full function network with data and voice
convergence and optimizing networks by using the available network resources.
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ISDN Trunks
Gives you access to a variety of public and private network services and facilities. The
ISDN standard consists of layers 1, 2, and 3 of the Open System Interconnect (OSI)
model. DEFINITY ECS can be connected to an ISDN using standard frame formats:
Basic Rate Interface (BRI) and the Primary Rate Interface (PRI).
An ISDN provides end-to-end digital connectivity and uses a high-speed interface which
provides service-independent access to switched services. Through internationally
accepted standard interfaces, an ISDN provides circuit or packet-switched connectivity
within a network and can link to other ISDN supported interfaces to provide national and
international digital connectivity.
Integrated Services Digital Network—(Basic Rate
Interface (ISDN-BRI)
Enables connection of the system to equipment or endpoints that support an Integrated
Services Digital Network (ISDN) by using a standard format called the Basic Rate
Interface (BRI). This feature is a 192-Kbps interface that carries two 64-Kbps B-channels
and one 16-Kbps D-channel.
ISDN is a global access standard that uses a layered protocol. It eliminates the need for
multiple, separate access arrangements for voice, data, facsimile, and video services and
networks. Using the same pair of wires that now carry simple telephone calls, ISDN can
deliver voice, data, and video services in a digital format.
The ISDN-BRI Trunk circuit pack allows DEFINITY ECS to support the T interface and the
S/T interface as defined by ISDN standards (ITU-T recommendation I.411). The circuit
pack provides eight ports to the network and supports two B channels and one D
channel. The ISDN-BRI Trunk provides the following advantages:
■
Provides an inexpensive way to connect to ISDN services provided by the network
provider
■
Meets almost all ETSI Country protocol requirements
■
Supports essential (not supplementary) ISDN services
BRI trunks support public-network access outside the U.S. on point-to-midpoint
connections, with the restriction that DEFINITY ECS must not be configured in a passive
bus arrangement with other BRI endpoints. ISDN-BRI trunks can be used as inter-PBX tie
lines using the QSIG peer protocol.
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7
6
1
10
2
8
?
3
9
8
5
4
4
4
1
DEFINITY ECS
6
Private ISDN
2
DEFINITY ECS
7
Public ISDN
3
DEFINITY ECS
8
Public and Private Networks
4
Basic Rate Interface Telephone
9
Central Office Switch
5
Passive Bus
Figure 11.
DEFINITY ECS and ISDN
10
Tandem Switch
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Full ETSI Functionality
The full set of ETSI public-network and private-network ISDN features is officially
supported. This includes Look-Ahead Interflow, Look-Ahead Routing, and Usage
Allocation. It also includes all QSIG supplementary services supported through R8:
■
Name Identification
■
Call Diversion (including rerouting)
■
Call Transfer
■
Path Replacement
It does not include:
■
DCS
■
Non-Facility Associated Signaling
■
D-Channel Backup
■
Wideband Signaling
NT Interface on TN556C
DEFINITY ECS supports the NT (network) side of the T interface using the TN556C
circuit pack. This gives the switch full tie trunk capability using BRI trunks. DEFINITY ECS
supports leased BRI connections through the public network, with a TN2185 on each end
of the leased connection. DEFINITY ECS will not, however, allow customers to
administer both endpoints and trunks on the same TN556C circuit pack.
Call-by-Call Service Selection
Enables a single ISDN-PRI trunk group to carry calls to a variety of services, rather than
requiring each trunk group to be dedicated to a specific service. It allows you to set up
various voice and data services and features for a particular call.
Facility and Non-Facility Associated Signaling
Allows an ISDN-PRI DS1/E1 interface D-channel to carry signaling information for
B-channels (voice or data). D-Channel Backup can also be administered to increase
system reliability.
Wideband Switching
Provides the ability to dedicate 2 or more ISDN B-channels or DSO endpoints for
applications that require large bandwidth. Certain applications, such as video
conferencing and high-speed data transmission, require extra bandwidth and it becomes
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necessary to put several ISDN-PRI narrowband channels into one wideband channel to
accommodate the needs of these applications. This feature supports both European and
North American standards.
Multiple Subscriber Number (MSN) - Limited
The ISDN standard MSN feature lets customers assign multiple extension to a single BRI
endpoint. The MSN feature works with BRI endpoints that allow the Channel ID IE to be
encoded as “preferred.”
Automatic TEI (Termination Endpoint Identifier)
The user side will support automatic TEI assignment by the network. Both fixed and
automatic TEI assignment will be supported on the network side.
ATM-CES Trunks
ATM-CES (Circuit-Emulation Service) lets the DEFINITY ECS emulate an ISDN-PRI
trunk on an ATM facility.
ATM Trunks
Support telephony and Wide-Area Network (WAN) connectivity over ATM networks.
Personal Central Office Line (PCOL)
Provides a dedicated trunk circuit between multi-appearance voice terminals and a CO or
other switch via the network.
ISDN Presentation Restriction
Replaces "Presentation Restricted" or "Unavailable" Calling/Connected number with an
administered text for display. The administration options can be controlled on a
per-ISDN-Trunk-Group basis.
ISDN Feature Plus
Enables those without DID to direct dial users on a remote PBX via the public network.
ISDN Feature Plus eliminates the need for Attendant intervention for those without DID
capabilities.
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Tandem
In an Electronic Tandem Network, DEFINITY ECS provides a variety of features on a
network-wide basis. Here are a few examples:
■
Uniform Dial Plan (UDP) — A unique four- or five-digit number assigned to each
station on the network. Uniform numbering gives each station a unique number
(location code plus extension) that can be used at any location in the Electronic
Tandem Network to access that station, DEFINITY ECS enhances the standard
UDP with the unrestricted 5-digit Uniform Dial Plan, which allows up to five digits to
be parsed for call routing.
■
Extension Number Portability — When employees move within the network, they
can retain their extension numbers. The ability to keep extension numbers, and
even Electronic Tandem Network and Direct Inward Dialed numbers, when moving
to other locations within the company eliminates missed calls and saves valuable
time.
■
Traveling Class Marks — Traveling Class Marks are a mechanism for passing a
caller’s facility restriction level from one Extended Tandem Network switch to
another. Traveling Class Marks allow privilege checking to be passed across
switches through the Electronic Tandem Network.
■
Automatic Alternate Conditional Routing — You can control the routing of particular
calls using conditional routing. For example, you can limit the number of
communications satellite hops (communications satellite links used as trunks) in
any end-to-end private network routing pattern. Limiting the number of satellite
hops may be desirable for controlling transmission quality or call delay in both voice
and data calls.
■
Enhanced Trunk Signaling and Error Recovery — The reliability of Electronic
Tandem Network calls is improved by allowing a trunk call to be retried on another
circuit when signaling failures occur.
tandem switch: A switch within an electronic tandem network (ETN) that provides the
logic to determine the best route for a network call, possibly modifies the digits outpulsed,
and allows or denies certain calls to certain users.
tandem through: The switched connection of an incoming trunk to an outgoing trunk
without human intervention.
tandem tie-trunk network (TTTN): A private network that interconnects several
customer switching systems.
See also, ‘‘ATM-Port Network Connectivity (ATM-PNC)’’ on page 107.
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Digital Multiplexed Interface
Supports two signaling techniques: bit-oriented signaling and message-oriented signaling
for direct connection to host computers.
Digital Multiplexed Interface offers two major advantages. It delivers a standard,
single-port interface for linking host computers internally and externally via T1 carrier.
And, since it is compatible with ISDN standards and is licensed to numerous equipment
manufacturers, it promotes multi-vendor connectivity.
DEFINITY ECS supports two versions of Digital Multiplexed Interface, each differing in
the way information is carried over the 24th channel:
■
Digital Multiplexed Interface-Bit-Oriented Signalling carries framing and alarm data
and signalling information for connections to host computers and other vendor
equipment.
■
Digital Multiplexed Interface Message-Oriented Signalling, fully compatible with
ISDN-PRI, uses the same message-oriented signalling format, Link Access
Procedure on the D-channel, as ISDN-PRI for control and signalling. These
signalling capabilities extend the advantages of Digital Multiplexed
Interface-Message Oriented Signalling multiplexed communications to the public
ISDN network.
Miscellaneous Trunks
Miscellaneous trunks perform functions that do not fit neatly into any of those already
described:
■
Release-link trunks are used between switch locations to provide Centralized
Attendant Service or Automatic Call Distribution group availability.
■
Remote-access trunks provide off-premises users with access to DEFINITY ECS
features and networking.
Digital Interfaces
E1 Interface
DEFINITY ECS also supports E1 connections. T1/E1 access and conversion allows
simultaneous connection to both T1 (1.544 Mbps) and E1 (2.048 Mbps) facilities (using
separate circuit packs).
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T1 Interfaces
When planning your networking requirements, one of the options you should consider is
multiplexing over Digital Services 1 (DS1) facilities.
Used to connect switches to the public network or to other switches in a private network,
DS1 also delivers high-speed, end-to-end digital connectivity. Voice and data calls are
completed at transmission speeds of up to 64 kbps.
DS1 Trunk Service
Bit-oriented signaling that multiplexes 24 channels into a single 1.544-Mbps stream. DS1
can be used for voice or voice-grade data and for data-transmission protocols. E1 trunk
service is bit-oriented signaling that multiplexes 32 channels into a single 2.048-Mbps
stream. Both DS1 and E1 provide a digital interface for trunk groups.
Answer Detection
For purposes of Call-Detail Recording (CDR), it is important to know when the called
party answers a call. DEFINITY ECS provides three ways to determine whether the far
end has answered an outgoing call.
■
Answer Detection — A call-classifier board detects tones and voice-frequency
signals on the line and determines whether a call has been answered. This method
is fairly accurate.
■
Network Answer Supervision- The Central Office (CO) sends back a signal to
indicate that the far end has answered. If a call has traveled over a private network
before reaching the CO, the signal is transmitted back over the private network to
the originating system. This method is extremely accurate, but is not available in
the United States over CO, FX, or WATS trunks.
■
Answer Supervision by Time-out — You set a timer for each trunk group. If the
caller is off-hook when the timer expires, the DEFINITY ECS assumes that the call
has been answered. This is the least accurate method. Calls that are shorter than
the timer duration do not generate call records, and calls that ring for a long time
produce call records whether they are answered or not.
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Automatic Transmission Measurement System
Measures voice and data trunk facilities for satisfactory transmission performance. The
measurement report contains data on trunk signal loss, noise, signaling return loss, and
echo return loss. Acceptable performance, the scheduling of tests, and report contents
are administrable.
Automatic Routing Features
DEFINITY ECS provides a variety of automatic-routing features for public and private
networks. Automatic Alternate Routing (AAR) and Automatic Route Selection (ARS) are
the foundation for these automatic-routing features. They route calls based on the
preferred (normally the least expensive) route available at the time the call is placed.
Generally, AAR routes calls over a private network and ARS routes calls using the public
network numbering plan. However, both AAR and ARS support public and private
networks. You can use the other features listed in this section when you use AAR and
ARS.
Automatic Alternate Routing (AAR)
Allows private network calls to originate and terminate at one or many locations without
accessing the public network. When you dial an access code and phone number, AAR
selects the most desirable route for the call and performs digit conversion as necessary. If
the first choice route is unavailable, another route is chosen automatically.
The numbers you call using AAR are normally private-network numbers. However, you
can call a public-network number, a service code, an international number, operator
access code, or an operator-assisted dialing number. With AAR and Subnet Trunking,
you have a convenient way to place international calls to frequently-called foreign cities.
Such calls route as far as possible over the private network, and then access the public
network. This saves toll charges and allows you to use your private network as much as
possible.
Automatic Route Selection (ARS)
ARS selects carriers automatically and routes calls inexpensively over the public network.
When there are one or more long-distance carriers and Wide-Area Telecommunications
Services (WATS) provided, DEFINITY ECS selects the most preferred route for the call.
Long-distance carrier-code dialing is not required on routes selected by the system. You
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assign long-distance carrier-codes and DEFINITY ECS translates them. The system
inserts codes as needed to guarantee automatic-carrier selection. ARS can route calls to
a variety of types-of-numbers and access a variety of types of trunk groups.
AAR/ARS Overlap Sending
DEFINITY ECS supports overlap sending for AAR and ARS calls that are routed over
ISDN-PRI trunk groups. ISDN-PRI call-address information is sent one digit at a time
instead of in one block. In countries with complex public-network numbering plans, this
allows for a significant decrease in call setup time. When overlap receiving is enabled,
this is especially significant for tandemed calls.
AAR/ARS Partitioning
Allows AAR and ARS to be partitioned into 8 user groups within a single DEFINITY ECS
and provides individual routing treatment for each of these user groups.
User groups share the same Partition Group Number, which indicates the choice of
routing tables that are used on a particular call. Each Class of Restriction (COR) is
assigned a specific Partition Group Number or Time of Day specification. Different
classes of restriction may be assigned the same Partition Group Number.
Time of Day Routing
Provides the most economical routing of ARS and AAR calls. This routing is based on the
time of day and day of the week that each call is made. Up to 8 TOD routing plans may be
administered, each scheduled to change up to 6 times a day for each day in the week.
This allows you to take advantage of lower calling rates during specific times of the day
and week. In addition, companies with locations in different time zones can use different
locations that have lower rates at different times of the day or week. This feature is also
used to change patterns during the times an office is closed in order to reduce or
eliminate unauthorized calls.
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Facility Restriction Levels
and Traveling Class Marks
Allows certain calls to specific users, while denying the same calls to other users. For
example, certain users may be allowed to use Central Office trunks to other corporate
locations while other users may be restricted to less expensive private-network lines. You
can administer up to eight levels of restriction for users of AAR and ARS.
Alternate Facility Restriction Levels
Allows DEFINITY ECS to adjust facility restriction levels or authorization codes for lines or
trunks. Each line or trunk is normally assigned a facility restriction level. With this feature,
Alternate Facility Restriction Levels are also assigned. Attendants can change to the
alternates, thus changing access to lines and trunks. You might want to use this feature to
disable most long-distance calling at night, for example, to prevent unauthorized staff
from making long-distance calls.
! CAUTION:
This feature may change the AAR and ARS routing preferences. Using it on
tandem and tie-trunk applications affects entire networks. Calls that are part of a
cross-country private network may be blocked.
Generalized Route Selection
Provides voice and data call-routing capabilities. You use it to select not only the
least-cost routing, but also optimal routing over the appropriate facilities. It enhances AAR
and ARS by providing additional parameters in the routing decision and maximizing the
chance of using the right facility to route the call. Also, if an endpoint incompatibility
exists, it provides a conversion resource (such as a modem from a modem pool) to
attempt to match the right facility with the right endpoint.
Look-Ahead Routing
Provides an efficient way to use trunking facilities. It allows you to continue to try to
reroute an outgoing ISDN-PRI call that is not completing. When DEFINITY ECS receives
a cause value that indicates congestion, Look-Ahead Routing tells the system what to do
next. For each routing preference, you can indicate if the next routing-preference should
be attempted or if the current routing-preference should be attempted again.
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Subnet Trunking
Modifies the number you dial so an AAR or ARS call can route over different trunk groups
that may terminate in switches with different dial plans. Subnet Trunking inserts digits,
deletes digits, pauses, and/or waits for dial tone in digit outpulsing, as required, so calls
route:
■
To or through a remote switch
■
Over Tie trunks to a private network switch
■
Over CO trunks to the serving CO
Subnet Trunking is required on calls routing to or through a remote switch, regardless of
the call’s destination.
Extension Number Portability
Gives you the ability to assign any extension to any system in a subnetwork. Stations can
be moved across systems while retaining the original extension number, as long as the
systems are part of a defined subnetwork. This feature is used in conjunction with
Automatic Alternate Routing and Uniform Dial Plan.
Alarm Assignments
Alternate Operations Support System Alarm
Number
Allows you to establish a second number for the DEFINITY ECS to call when an
alarmable event occurs. This feature is useful for alerting a second support organization,
such as INADS or OneVision.
External Device Alarming
Allows you to assign analog ports to alarm interfaces for external devices. You can
specify a port location, information to identify the external device, and the alarm level to
report when a contact closure occurs.
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Customer-Provided Equipment Alarm
Provides you with an indication that a system alarm has occurred and that the DEFINITY
ECS has attempted to contact a service organization. A device that you provide, such a
lamp or a bell, is used to indicate the alarm situation. You can administer the level of
alarm about which you want to be notified.
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7 —Call Center Features
DEFINITY Call Center applications are designed to efficiently connect each caller with
the representative best suited to serve that caller. The DEFINITY ECS begins the process
by capturing information about the caller even before the call is routed. That information
is integrated with existing databases and the combined data is used to match caller to
agent. Additional DEFINITY features politely keep callers waiting in queue (a holding
place for incoming calls) informed about how long it will probably take to process the call.
Detailed call statistics are constantly available to agents and supervisors.
Calls coming into your DEFINITY ECS Call Center are queued up and routed based on
information that the system continually acquires. Each of your customers can be
presented with a variety of options for leaving a voice message, leaving a fax, or
monitoring the status of his or her call. Using CONVERSANT voice response software,
the system can even respond appropriately to spoken information.
Figure 12 summarizes how you might set up a DEFINITY Call Center.
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1
Your Office Building
8
CentreVu Supervisor
2
DEFINITY ECS
9
CallVisor Adjunct Switch
Applications Interface
3
Remote Agents Using DEFINITY
Extender
10
INTUITY Conversant Voice
Response System
4
Remote Agents (Home Agent)
11
Local Area Network
5
Remote Call Center Using Look Ahead
Interflow or Best Service Routing
12
Host Computer
6
Local Agents Organized By Skill
13
Computer-Telephone
Interface Server
7
CentreVu CMS
Figure 12.
A DEFINITY Call Center
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Automatic Call Distribution (ACD)
ACD is the basic building block for Call Center applications. ACD offers you a method for
distributing incoming calls efficiently and equitably among available agents. With ACD,
incoming calls can be directed to the first idle or most idle agent within a group of agents.
Agents in an ACD environment are assigned to a hunt group, a group of agents handling
the same types of calls. A hunt group is also known as a split or skill with EAS.
A hunt group is especially useful when you expect a high number of calls to a particular
phone number. A hunt group might consist of people trained to handle calls on specific
topics. For example, the group might be:
■
A benefits department within your company
■
A service department for products you sell
■
A travel reservations service
■
A pool of attendants
In addition, a hunt group might consist of a group of shared telecommunications facilities.
For example, the group might be:
■
A modem pool
■
A group of data-line circuit ports
■
A group of data modules
In the Figure 13 example, Hunt Group A receives calls only when agents are available
since it has no queue. Calls to Hunt Group B can be queued while agents are unavailable,
and redirected to Hunt Group C if not answered within an administrable time. Calls to
Hunt Group C are redirected to voice mail if not answered within an administrable time.
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1
DEFINITY ECS
5
Group C: General Information
2
Incoming Lines
6
Queues
3
Group A: Business Travel
7
Call Coverage to Group C
4
Group B: Personal Travel
8
Voice Mail
Figure 13.
A Basic Example of Automatic Call Distribution
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Agent Call Handling
Allows you to administer functions that ACD agents use when handling incoming calls.
You define specific agent capabilities and can plan capacities based on those capabilities.
The same list of agent capabilities are also supported through the CallVisor
Adjunct/Switch Applications Interface (ASAI).
Multiple Call Handling
Allows agents to receive an ACD call while other types of calls are alerting, active, or on
hold.
Auto-Available Split (AAS)
Allows members of an ACD split to be in Auto-In work mode continuously. An agent in
Auto-In work mode becomes available for another ACD call immediately after
disconnecting from an ACD call. You can use AAS to bring ACD-split members back into
Auto-In work mode after a system restart. Although not restricted to such, this feature is
intended to be used for splits containing only recorders or voice-response units.
Queue Status Indications
Allows you to assign Queue-Status Indicators for ACD calls based on the number of calls
queued and time in queue. You can assign these indications to lamps on agent,
supervisor, or attendant terminals or consoles to help monitor queue activity. In addition,
you can define auxiliary queue warning lamps to track queue status. On display
telephones, you can display the number of calls queued and time in queue of a split’s
oldest call.
Circular Station Hunting
This feature will eliminate the "hot seat" in a hunt group. The DEFINITY ECS will keep
track of the last extension in the hunt group that has received a call. When another
incoming call arrives, the next idle extension will receive the call, bypassing the extension
that had received the previous call. The first extension in the hunt group will no longer be
the busiest telephone while the others in the group are sitting idle.
Reason Codes
Allows agents to enter a numeric code that describes their reason for entering Auxiliary
(AUX) work mode or for logging out of the system. Reason codes give Call Center
managers detailed information about how agents spend their time. You can use this data
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to develop more precise staffing forecasting models or use it with schedule-adherence
packages to ensure that agents are performing scheduled activities at the scheduled
time. You must have Expert Agent Selection (EAS) enabled to use reason codes.
Call Center Release Control
Determines which features are "active" on your switch. Call Center Release Control will
control whether certain new Call Center software features are available to you.
Redirection on No Answer
Redirects a ringing ACD split or skill call or Direct Agent Call after an administered
number of rings. This prevents an unanswered call from ringing indefinitely. The call can
redirect either to the split or skill to be answered by another agent or to a Vector Directory
Number (VDN) for alternative call handling. Direct Agent Calls route to the agent’s
coverage path, or to a VDN if no coverage path is administered. You must have ACD
enabled to use this feature.
Intraflow and Interflow
Intraflow and Interflow allow you to redirect ACD calls from one split to another split.
Intraflow redirects calls to other splits within the system using Call Coverage or Call
Forwarding All Calls. Interflow redirects calls to an external split or location using Call
Forwarding All Calls. You can have calls redirected from one split to another conditionally,
according to the coverage path’s redirection criteria. For example, you can define a split’s
coverage path to automatically redirect incoming ACD calls to another split when a
terminal is busy or unanswered.
Look-Ahead Interflow
Balances the load of ACD calls across multiple locations. With Look-Ahead Interflow
(LAI), you can optionally route a call to a backup location based on your system’s ability
to handle the call within parameters defined in a vector. In turn, the backup system can
accept or deny the call also based on defined parameters.
Enhanced LAI allows interflowing only the call(s) at or near the head of the queue to
provide First In/First Out (FIFO) or FIFO-like call distribution and significantly reduce call
and trunk processing for LAI.
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Enhanced information forwarding allows Call Center related information to be passed
transparently over some public networks and non-QSIG or QSIG private networks using
codeset 0 shared user-to-user information (UUI) (for non-QSIG) or QSIG
Manufacturer-Specific Information (MSI). For more information about UUI, see
‘‘User-to-User Information Over the Public Network’’ on page 100.
Abandoned Call Search
Allows a Central Office that does not provide timely disconnect supervision to identify
abandoned calls. An abandoned call is one in which the calling party hangs up before the
call is answered. Abandoned Call Search is suitable only for older Central Offices that do
not provide timely disconnect supervision.
Call Vectoring
Call Vectoring is a versatile method of routing incoming calls that can be combined with
Automatic Call Distribution for maximum benefit and Call Center efficiency. A Call Vector
is a series of call-processing steps (such as providing ringing tones, busy tones, music,
announcements, and queuing the call to an ACD hunt group) that define how calls are
handled and routed. The steps, called Vector Commands, determine the type of
processing that specific calls will receive.
Vector commands may direct calls to on-premises or off-premises destinations, to any
skill or hunt group, or to a specific call treatment such as an announcement, forced
disconnect, forced busy, or music.
With combinations of different vector commands, incoming callers can be treated
differently depending on the time or day of the call, the Expected Wait Time (EWT), the
importance of the call, or other criteria. A DEFINITY ECS G3r can route incoming callers
using up to 999 different vectors. A DEFINITY ECS G3i can route up to 256 and a G3si
can route up to 48 different vectors. Each vector can have up to 32 commands. DEFINITY
ECS also allows vectors to be linked via the “goto vector” command.
Vector Directory Numbers (VDN)
Calls access DEFINITY ECS vectors using Vector Directory Numbers (VDN). A VDN is a
“soft” extension number that is not assigned to a physical equipment location. A Vector
Directory Number has several properties that are administered by the System Manager.
A Vector Directory Number can be accessed in almost any way that an extension can be
accessed.
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When answering a call, the answering agent will see the information (such as the name)
associated with the VDN on their display and can respond to the call with knowledge of
the dialed number. This operation provides Dialed-Number Identification Service (DNIS),
allowing the agent to identify the purpose of the incoming call.
COR for VDN
Class of Restriction is checked for transfer to the VDN. It can also be used to block the
AUX Trunk announcement from some Agents. Observing can also be set to allow or
restrict to that VDN.
VDN in a Coverage Path
VDN in a Coverage Path enhances Call Coverage and Call Vectoring to allow you to
assign Vector Directory Numbers as the last point in coverage paths. Calls that go to
coverage can be processed by vectoring/prompting to extend Call Coverage treatments.
VDN of Origin Announcement
VDN of Origin Announcement provides agents with a short message about a caller’s city
of origin or requested service based on the VDN used to process the call. VOA messages
help agents respond appropriately to callers. For example, if you have two 800 numbers,
one for placing orders and one for technical support, you can administer two VDNs to
route calls to the same set of agents. When an incoming call is routed to a VDN with a
VOA assigned (for example, “new order” or “tech help”), the VDN routes the call to a
vector, which can place the call in an agent queue. When an agent answers the call, he or
she hears the VOA message and can respond appropriately to the caller’s request. This
feature is particularly useful for visually impaired agents or agents that don’t have display
sets.
Applications
There are many different applications for Call Vectoring. However, Call Vectoring is used
primarily to handle the call activity of Automatic Call Distribution hunt groups. Call
Vectoring can also manage a queue by keeping calls queued in up to three hunt groups
(with four different priority levels) while also providing a series of other processing
options. Other common applications include:
■
Special Treatment for Selected Callers
■
Night Treatment
■
Off-loading of Periodic Excess Calls
■
Information Announcements for the Calling Party
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Call Prompting
Allows the system to collect information from the calling party and 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 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.
Four applications are described below.
■
Automated attendant — Allows the calling party to enter the number of any
extension on the system. The call is then routed to the extension. This allows you
to reduce cost by reducing the need for live attendants.
■
DIVA (data in/voice answer) — Allows the calling party to hear selected
announcements based on the digits that he or she enters. This may be used for
applications such as an audio bulletin board.
■
Data collection — Allows the calling party to enter data that can then be used by a
host computer application to assist in call handling. For example, this data may be
the calling party’s account number, which could be used to support an
inquiry/response application.
■
Call Center messaging — Gives the calling party the option of leaving a message
or waiting in queue for an agent. This may be used for an online order entry system
or to further automate an incoming-Call Center operation.
Expert Agent Selection
Enables certain Expert Agent Selection skill types to be assigned to a call type or a
Vector Directory Number. Routing calls via vectoring then allows the system
administration to direct calls to agents who have the particular agent skills required to
complete the customers’ inquiries successfully.
Call Distribution Based on Skill
Calls that require certain agent skills (such as “speaks Spanish” or “knowledgeable about
Product X”) can be matched to an agent who matches the required skill. You can assign
one of up to 999 skill numbers to each need or group of needs. The skills are
administered and associated for each of the following:
■
Vector Directory Numbers
■
Agent Login IDs
■
Callers
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This refined skill definition capability allows you to organize call handling based on
customer, product, and language, for example.
Add/Remove Skills
Allows an agent using Expert Agent Selection to add or remove skills. A skill is a numeric
identifier that refers to an agent’s specific ability. For example, an agent who speaks
English and Spanish could be assigned a language -speaking skill with an identifier of 20.
The agent then adds skill 20 to his or her set of working skills. If a customer needs a
Spanish-speaking agent, the system routes the call to an agent with that skill. Each agent
can have up to four active skills, and each skill is assigned a priority level.
Best Service Routing
Best Service Routing (BSR) distributes the call to the best local or remote split/skill
among the resources to be considered, based on Expected Wait Time (EWT) or available
agent characteristics.
Queue to Best ISDN Support
Queue to Best information is passed transparently over several public networks and
QSIG private networks using the envelopes that are part of the QSIG
Manufacturer-Specific Information (MSI) and the ISDN platform enhancement.
Dialed Number Identification Service (DNIS)
Displays, for a called party or answering position, the service or product associated with
an incoming call. You administer what the system displays.
User-to-User Information Over the Public
Network
Provides the mechanism to pass information across several key public networks,
including information that is originated or destined for one of several applications on
DEFINITY ECS.
Basic Call Management System (BCMS)
The Basic Call Management System helps you fine tune your Call Center operation by
providing reports with the data necessary to measure your Call Center agents’
performances.
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This feature offers call management control and reporting at a low cost for Call Centers of
up to 2000 agents. The BCMS collects and processes DEFINITY ECS’s ACD call data
(up to seven days) within the system; an adjunct processor is not required to produce Call
Management reports.
The following are the types of reports that can be generated:
■
■
Real-time reports
—
Agent Status
—
System Status
—
Vector Directory Number Status
Historical reports
—
Agent
—
Agent Summary
—
Split
—
Split Summary
—
Trunk Group
—
Vector Directory Number report
CentreVu Call Management System
(CentreVu CMS)
The CentreVu Call Management System collects call traffic data, formats management
reports, and provides an administration interface for Automatic Call Distribution (ACD) on
your DEFINITY ECS. It helps you manage the people, traffic load, and equipment in an
ACD environment by answering such questions as:
■
How many calls are we handling?
■
How many callers abandon their calls before talking with an agent?
■
Are all agents handling a fair share of the calling load?
■
Are our lines busy often enough to warrant adding additional ones?
■
How has traffic changed in a given ACD hunt group over the past year?
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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 t