Avaya G700 Network Router User Manual

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555-233-001
Issue 5
November 2000
Copyright 2000, Avaya, Inc.
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.
Avaya Web Page
The world wide web home page for Avaya is:
http://www.avaya.com
Preventing Toll Fraud
“Toll fraud” is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or working on your company’s
behalf). Be aware that there may be a risk of toll fraud associated with
your system and that, if toll fraud occurs, it can result in substantial
additional charges for your telecommunications services.
Avaya Fraud Intervention
If you suspect you are being victimized by toll fraud and you need technical support or assistance, call the appropriate BCS National Customer Care Center telephone number. Users of the MERLIN®,
PARTNER®, and System 25 products should call 1 800 628-2888.
Users of the System 75, System 85, DEFINITY® Generic 1, 2 and 3,
and DEFINITY® ECS products should call 1 800 643-2353.
Providing Telecommunications Security
Telecommunications security (of voice, data, and/or video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicious access to or use of your company’s
telecommunications equipment) by some party.
Your company’s “telecommunications equipment” includes both this
Avaya product and any other voice/data/video equipment that could be
accessed via this Avaya product (that is, “networked equipment”).
An “outside party” is anyone who is not a corporate employee, agent,
subcontractor, or working on your company’s behalf. Whereas, a
“malicious party” is anyone (including someone who may be otherwise
authorized) who accesses your telecommunications equipment with
either malicious or mischievous intent.
Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or asynchronous (character-, message-, or
packet-based) equipment or interfaces for reasons of:
• Utilization (of capabilities special to the accessed equipment)
• Theft (such as, of intellectual property, financial assets, or tollfacility access)
• Eavesdropping (privacy invasions to humans)
• Mischief (troubling, but apparently innocuous, tampering)
• Harm (such as harmful tampering, data loss or alteration,
regardless of motive or intent)
Be aware that there may be a risk of unauthorized intrusions associated
with your system and/or its networked equipment. Also realize that, if
such an intrusion should occur, it could result in a variety of losses to
your company (including, but not limited to, human/data privacy, intellectual property, material assets, financial resources, labor costs, and/or
legal costs).
Your Responsibility for Your Company’s Telecommunications
Security
The final responsibility for securing both this system and its networked
equipment rests with you – an Avaya customer’s system administrator,
your telecommunications peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from
a variety of sources including but not limited to:
• Installation documents
• System administration documents
• Security documents
• Hardware-/software-based security tools
• Shared information between you and your peers
• Telecommunications security experts
To prevent intrusions to your telecommunications equipment, you and
your peers should carefully program and configure your:
• Avaya-provided telecommunications systems and their interfaces
• Avaya-provided software applications, as well as their underlying hardware/software platforms and interfaces
• Any other equipment networked to your Avaya products
Avaya does not warrant that this product or any of its networked equipment is either immune from or will prevent either unauthorized or malicious intrusions. Avaya will not be responsible for any charges, losses,
or damages that result from such intrusions.
Trademarks
AUDIX, CALLMASTER, CentreVu, CONVERSANT, DEFINITY,
Magic On Hold, PassageWay, and TransTalk are registered trademarks
and DEFINITY ONE, Avaya IP600, Guide Builder, INTUITY, and
SNAP Connection are trademarks of Lucent Technologies, Inc.
Microsoft and Windows are registered trademarks and Windows NT is
a trademark of Microsoft Corporation.
Macintosh is a registered trademark of Apple Computer, Inc.
Pentium is trademark of Intel Corporation.
UNIX is a registered trademark of X/Open Company, Ltd.
FastCall is a registered trademark of Aurora Systems, Inc.
Commence is a trademark of Commence Corporation.
Octel is a registered trademark of Octel Communications Corporation.
PhoneLine is a registered trademark of CCOM Information Systems.
Ascend and Pipeline are registered trademarks of Ascend Communications, Inc.
Hypercom is a registered trademark of Hypercom.
Sixth Sense is a registered trademark of AnswerSoft, Inc.
Informix is a registered trademark of Informix Software, Inc.
Intuition is a registered trademark of Answersoft, Inc.
FastCall is a registered trademark of Aurora Systems, Inc.
Ordering Information
Call:
Avaya Publications Center
Voice 1 800 457-1235 International Voice +1 317 322-6791
Fax 1 800 457-1764
International Fax +1 317 322-6699
Write: Avaya Publications Center
2855 N. Franklin Road
Indianapolis, IN 46219 USA
For additional documents, refer to the section in “About This Document” entitled “Related Resources.”
You can be placed on a standing order list for this and other documents
you may need. For more information on standing orders, or to be put on
a list to receive future issues of this document, contact the Avaya Publications Center.
European Union Declaration of Conformity
The “CE” mark affixed to the equipment means that it conforms to the
above directives. Avaya Business Communications Systems declares
that XXX equipment specified in this document conforms to the referenced European Union (EU) Directives and Harmonized Standards
listed below:
EMC Directive
89/336/EEC
Low-Voltage Directive 73/23/EEC
Comments
To comment on this document, return the comment card at the end of
the document.
Intellectual property related to this product (including trademarks) and
registered to Lucent Technologies Inc. has been transferred or licensed
to Avaya Inc.
Any reference within the text to Lucent Technologies Inc. or Lucent
should be interpreted as references to Avaya Inc. The exception is
cross references to books published prior to April 1, 2001, which may
retain their original Lucent titles.
Avaya Inc. formed as a result of Lucent’s planned restructuring,
designs builds and delivers voice, converged voice and data, customer
relationship management, messaging, multi-service networking and
structured cabling products and services. Avaya Labs is the research
and development arm for the company.
Contents
About This Document
ix
Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix
Intended audiences. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix
How to use this document. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix
Conventions used in this document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . x
Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . x
Trademarks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xi
How to comment on this document. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xii
1 Introduction
1
Avaya IP600 Communications System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
AUDIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
DEFINITY Site Administration (DSA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Web Browser Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Call Accounting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
SNMP Native Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
System Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
AMIS Analog Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Rack-Mounted Cabinet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Avaya IP600 Site Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Reliability. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Incomparable service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2 Desktop/Console Solutions
Telephones for the global marketplace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4600-Series IP Telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
IP Softphones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Analog (single-line) telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Telephone Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Wireless Handsets for X-Station Mobility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Teleconferencing Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
SoundStation Audioconferencing Systems . . . . . . . . . . . . . . . . . . . . . . . .
Attendant Consoles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
DEFINITY Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
DEFINITY PC Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Overview for Avaya IP600 Internet Protocol Communications Server
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Contents
3 Adjuncts
25
Power Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25
On hold and delayed announcement systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26
Headsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26
Audio and visual paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27
Alerts and sensors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27
External speakerphones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27
Security devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28
Call Accounting Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29
4 INTUITY AUDIX Messaging
31
Application overview of AUDIX. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31
Additional sources of information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32
Accessing AUDIX Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32
Using DEFINITY Site Administration (DSA) . . . . . . . . . . . . . . . . . . . . . . . . .32
Review and test the DSA connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33
Using Telnet to access AUDIX Administration . . . . . . . . . . . . . . . . . . . . . . . .34
Features of AUDIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34
Voice Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34
Voice mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36
TCP/IP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37
Avaya Message Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38
FAX Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41
Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42
Bulletin Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42
CornerStone Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42
5 Call Center
43
Automatic Call Distribution (ACD) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44
Basic Call Management System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47
Attendant Vectoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .48
Call Center Basic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .48
Call Center Deluxe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49
Call Center Elite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49
CentreVu Virtual Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .50
CentreVu Advocate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .51
BCMS Vu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52
CentreVu CT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .53
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .53
CentreVu Call Management System (CMS). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .54
CMS add-on packages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55
CentreVu Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55
CentreVu Explorer II . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56
CentreVu Visual Vectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57
CentreVu Compact Call Center Solutions Packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .58
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Overview for Avaya IP600 Internet Protocol Communications Server
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Contents
6 Wireless Solutions
59
Medium-Range mobility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Long-Range mobility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
DEFINITY Wireless Business System PWT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
7 Computer Telephony Integration
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Server-based solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Third-Party applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
8 Enterprise Class IP Solutions
Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Avaya IP Softphones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Road Warrior . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Telecommuter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
CentreVu IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Native H.323 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Avaya IP Telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Avaya R300 Remote Office Communicator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
9 Telecommuting/Virtual Office
Avaya IP600 features for telecommuting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Remote Call Coverage/
Call Forwarding Off-Net/Coverage of Calls Redirected Off-Net . . . . . . . . . . . . . .
Extended User Administration of Redirected
Calls (Telecommuting Access) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Personal Station Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Station Security Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Pipeline 15 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
DEFINITY Extender . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
AUDIX features for telecommuting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10 System Administration
DEFINITY Site Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Portless Administration/Administration Without Hardware . . . . . . . . . . . . . . . . .
Automatic Station Relocation/Terminal Translation Initialization . . . . . . . . . . . . . .
Scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Basic reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Performance measurements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ECS Reports Generator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Call Charge information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Call Detail Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Call Detail Recording features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Variable format records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Call Detail Recording devices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Contents
Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82
Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82
11 Networking
83
Uniform Dial Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83
Distributed Communication System —
Integrated SDN and Non-Integrated SDN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83
Distributed Communications System and ISDN . . . . . . . . . . . . . . . . . . . . . . .84
Avaya IP600 DCS networks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
QSIG global networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85
World-Class Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .86
Network management features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87
Time of Day Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87
Automatic Route Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87
Automatic Alternate Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .88
Generalized Route Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .88
Facility Restriction Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89
Authorization codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89
Network interfaces and equipment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .90
Trunk group circuits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .90
Digital interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .91
ISDN. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .91
Centralized Attendant Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .92
Main/Satellite/Tributary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .93
Electronic Tandem Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .94
12 SNMP Native Agent Software
95
Agent Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95
Avaya IP600 Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95
Via the SNMP MIB . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95
Via the SNMP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .96
SNMP Traps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .96
Avaya IP600 Co-Resident Modules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .96
GAM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .96
WatchDog. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .96
License Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .97
DSA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .97
Logins and the LAC. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .97
Appendix A: Avaya IP600 Features
99
Automatic routing features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .99
Basic features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .100
Call Center features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .104
Private networking features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .106
Trunk group features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .107
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Contents
Appendix B: Telephone Features
109
Handling Incoming Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Misoperation Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Call Redirection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Disconnecting Unanswered Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .116
Speed/Convenience Calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .117
Abbreviated Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Active Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Telephone Self-Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Automatic Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Ringback Queuing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Last Number Dialed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Remote Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Recorded Telephone Dictation Access . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Emergency Access to the Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Manual Originating Line Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Trunk Flash . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Special Dial Tone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Call Charge Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Telephone Displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Group Communication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Special Ringing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Telecommuting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Appendix C: Attendant (Operator) Features
127
Attendant (Operator). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
DEFINITY PC Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Attendant Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Making Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Accessing the Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Monitoring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Centralized Attendant Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Attendant with DCS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Index
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vii
Contents
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Overview for Avaya IP600 Internet Protocol Communications Server
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About This Document
Purpose
This document provides a high-level overview of the features, components, and
capabilities of the Avaya IP600 Internet Protocol Communications Server. The Avaya
IP600 is based on DEFINITY systems architecture and software. For information on
how to install, administer, or maintain the Avaya IP600, see the DEFINITY ONE
Documents Main Menu on this CD.
This document is intended to provide an understanding of:
• Avaya IP600 components and features
• Additional solutions to further tailor Avaya IP600 to future needs
Intended audiences
This overview provides information for the following audiences:
• Customer end users and system administrators
• Avaya account executives, representatives, and distributors who require high-level
information about the system and its use
How to use this document
This document provides a basic understanding of the components, features, and
capabilities of the Avaya IP600. The information is useful in identifying applications
to increase employee productivity and effectiveness.
Overview chapters are:
• Chapter 1, Introduction provides an overview of Avaya IP600, including features,
hardware, and software.
• Chapter 2, Desktop/Console Solutions describes the telephones and consoles
available with Avaya IP600.
• Chapter 3, Adjuncts describes the adjuncts available with Avaya IP600.
• Chapter 4, Intuity AUDIX Messaging describes the AUDIX application and
features on Avaya IP600 and provides a high-level overview of application
capabilities and functionality.
• Chapter 5, Call Center escribes advanced call-handling applications and call center
management capabilities.
• Chapter 6, Wireless Solutions describes applications that enable employees to stay
in touch with co-workers and clients from both on-site and off-site locations.
Overview for Avaya IP600 Internet Protocol Communications Server
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ix
Conventions used in this document
• Chapter 7, Computer Telephony Integration describes the applications that enable
employees to combine computer and telephone functions to access client
information.
• Chapter 8, Enterprise Class IP Solutions describes the capabilities and applications
that support audio/voice over a LAN or WAN.
• Chapter 9, Telecommuting/Virtual Office describes applications that enable
employees to work effectively off-site.
• Chapter 10, System Administration describes applications to help manage Avaya
IP600, including the DEFINITY Site Administration (DSA) tool.
• Chapter 11, Networking describes connection applications for various voice and
data networks.
• Chapter 12, SNMP Native Agent Software describes the SNMP interface to the
system’s alarm and error tables, performance measurements, and configuration
data.
• Appendix A, Avaya IP600 Features lists the features of Avaya IP600.
Conventions used in this document
The following conventions are used in this document:
• The term system is used to represent Avaya IP600.
• The term switch is used to represent other telecommunications switching products.
Security
Avaya IP600 security is extremely important to Avaya. See the BCS Products
Security Handbook (555-025-600) and the Avaya IP600 documentation for security
measures for your system.
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Overview for Avaya IP600 Internet Protocol Communications Server
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Trademarks
Trademarks
This document contains references to the following Lucent or Avaya trademarked
products:
• AUDIX®
• CallVisor®
• DEFINITY®
• Avaya IP600 Internet Protocol Communications Server
• INTUITY®
• CentreVu®
• BCMS Vu®
• PassageWay®
• CALLMASTER®
• Magic On Hold®
• CONVERSANT®
The following products are trademarked by their appropriate vendor:
• LINX™ is a trademark of Illinois Tool Works, Incorporated.
• Netscape Navigator® is a registered trademark of Netscape Communications
Corporation.
• pcAnywhere® is a registered trademark of Dynamic Microprocessor Associates.
• Windows NT™ is a trademark, and Windows® is a registered trademark, of
Microsoft® Corporation.
• Paradyne™ is a trademark of Paradyne Corporation.
• U.S. Robotics® is a registered trademark of U.S. Robotics Corporation.
• Pentium™ is trademark of Intel Corporation.
• Macintosh® is a registered trademark of Apple Computer, Inc.
• UNIX® is a registered trademark of X/Open Company, Ltd.
• FastCall® is a registered trademark of Aurora Systems, Inc.
• Commence™ is a trademark of Commence Corporation.
• Octel® is a registered trademark of Octel Communications Corporation.
• PhoneLine® is a registered trademark of CCOM Information Systems.
• Ascend® and Pipeline® are registered trademarks of Ascend Communications, Inc.
• Hypercom® is a registered trademark of Hypercom.
• Sixth Sense® is a registered trademark of AnswerSoft, Inc.
• Informix® is a registered trademark of Informix Software, Inc.
• Intuition® is a registered trademark of Answersoft, Inc.
• FastCall® is a registered trademark of Aurora Systems, Inc.
Overview for Avaya IP600 Internet Protocol Communications Server
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xi
How to comment on this document
How to comment on this document
Avaya welcomes feedback. Please complete and return the reader comment form at
the back of the document.
If the reader comment form is missing for Overview for Avaya IP600 Internet
Protocol Communications Server, (555-233-001), Issue 5, fax your comments to
1-732-817-4009.
xii
Overview for Avaya IP600 Internet Protocol Communications Server
555-233-001 — Issue 5 — November 2000
1 Introduction
With the use of the Internet and e-commerce, the paradigm of business is shifting from brick and mortar to the
virtual enterprise. This shift is allowing small and large businesses alike to take advantage of new opportunities
and find new ways to communicate with their customers.
Competition is fierce as this new technology begins to level the playing field, allowing small companies to more
easily compete with larger companies without acquiring a large number of employees or large corporate
infrastructure. To compete, the smaller businesses must present an image of a larger company through their sales
and customer service operations, as well as their day-to-day communications with their customers. These small
companies need sophisticated, highly reliable tools to effectively run their operations, improve customer service,
and make the most effective use of their limited resources.
Larger companies face a similar challenge, having to present the same corporate image through all of their
locations, large and small. It is critical that their customers receive the same level of service and have the same
tools deployed to the field as are in use at the company’s headquarters. Ensuring that the customer experience is
consistent across all locations can help to improve customer satisfaction and build customer loyalty.
Thus, for both a small business and a small branch of a large corporation, the tools needed to provide the highest
level of customer service and improve employee productivity are critical. The most critical of those tools are the
communications systems used within the business. These systems provide not only the data and
telecommunications resources for the business but also the foundation for the other service and productivity
enhancing applications.
The Avaya IP600 Internet Protocol Communications Server brings together the successes of three Avaya
products to create a new standard in multiservice IP telephony:
•
Call processing that runs on a customized surround-supported NT operating
system, co-resident with sophisticated and integrated voice/fax mail, call centers,
announcements, SMDR, and Web-based system administration. Additionally,
SNMP agent is supported as an option to the standard Expert systems interface.
•
Complete IP Gateway and IP Gatekeeper functions that support 100% TCP/IP
transport of merged voice and data to the desktop as well as to the network
clouds.
•
Integration with traditional DEFINITY port architecture that leverages millions
of lines of proven code and proven hardware to provide world class
reliability/availability and feature richness with the emerging technology of Voice
over IP.
This document provides on overview of the Avaya IP600.
Avaya IP600 is a high functionality communications system for customers in the 25-40 line size or smaller with
growth potential to 240 IP end points and 400 ports total. This offer supports DEFINITY® Release 9 software,
INTUITY® AUDIX® Release 4.4 messaging, and DEFINITY Site Administration (DSA) Release 1.5 on a
single hardware platform.
Application integration results in easy administration on the Windows NT 4.0 operating system. In addition,
outside adjuncts and associated connectivity and maintenance costs are eliminated and functionality is
consolidated into a single cabinet, creating a cost-effective platform.
Overview for Avaya IP600 Internet Protocol Communications Server
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1
Avaya IP600 Communications System
1
Avaya IP600 allows for business growth without additional investment. The circuit packs, phones, and cabinet
can be used seamlessly in networks with DEFINITY systems, and the port circuit packs and telephones are
common accross the whole IP600/DEFINITY product line.
Avaya IP600 Communications System
Avaya IP600 supports DEFINITY ECS Release 9 software, allowing full
functionality, including support for the 4600-, 6200-, 6400-, 8400- and 8500-series
telephones and terminals. The following features are offered:
•
DEFINITY station and trunk circuit packs, such as C-LAN and IP Media
Processor
•
Asynchronous Transfer Mode (ATM) and features, such as telecommuting
•
Integrated Services Digital Network-Primary Rate Interface (ISDN-PRI) access
and Distributed Communications System (DCS) and QSIG private networking
•
Software options, such as Co-Resident Announcements, SNMP Agent, BCMS
Vu, and CentreVu CT Server
•
DLG Enhancement, which allows adjunct routing to asai /adjlk TCP/IP links.
This feature is co-resident on the processor and does not require any additional
hardware.
See Appendix A, Avaya IP600 Features for a complete list of Avaya IP600 features.
Announcements
The Avaya IP600 processor supports 8 ports of integrated SSP announcements. They
are stored on the hard drive and can be backed up just as translations are. The
processor supports 1 hour of noncompressed speech (28.8 Mbytes). You can also
import *.wav files. You can add ports using the TN750C, but the TN750C cannot use
*.wav files. For any given announcement port, up to 256 users can be connected at
any one time.
AUDIX
AUDIX provides a messaging communications solution for unified voice and fax
messaging. Accessing voice mail and fax via phone, PC, laptop, and wireless saves
the user valuable time. Release 4.4 of AUDIX includes several enhancements in
media, access, and connectivity that offer the first truly “universal” messaging
product. AUDIX provides voice, fax, and text messaging together with text-tospeech, and Message Manager functionality on a single processor. The new processor
board provides DSP resources for messaging and support for TCP/IP.
In addition, the AUDIX CornerStone software base has been modified to support coresident announcements.
2
Overview for Avaya IP600 Internet Protocol Communications Server
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DEFINITY Site Administration (DSA)
1
DEFINITY Site Administration (DSA)
DEFINITY Site Administration (DSA) is a Windows-based system management tool
that provides an easy-to-use interface with the Avaya IP600 and AUDIX. The built-in
wizards globally update records, add users, and complete other administrative and
maintenance tasks. The IP600 is administered on a Windows-based computer. DSA
has pull-down menus and online help. Shortcuts can be created to frequently used
commands and to templates for frequently used tasks. DSA uses the Graphically
Enhanced DEFINITY Interface (GEDI); however, the standard SAT (system
administration terminal) interface remains available through terminal emulation.
Call Center
Call Center functionality in Avaya IP600 consists of the following:
•
Basic, Deluxe or Elite Call Center software
•
Basic Call Management System (BCMS) monitoring and reporting
•
Access to BCMS through DSA using SAT emulation (only one BCMS
monitoring/reporting session may be active at one time)
•
Scheduled printing of BCMS historical reports is not supported
•
BCMS Vu support via the LAN (TN795 processor), which is a stand-alone
product that connects to the Avaya IP600 system via the LAN. This option is
available at additional cost and is field installable.
•
CentreVu CT Server, which is offered as a stand-alone product that connects to
the Avaya IP600 system via the LAN. This option is available at additional cost
and is field installable.
•
Call Management System (CMS) support via the C-LAN board (TN799C)
•
TSAPI support via the C-LAN board or the LAN (TN795 processor)
•
Passageway Direct Connect support
Web Browser Access
Avaya IP600 can be administered through a web interface. Using a PEER WEB
server through a LAN connection, the administrator can download software (Message
Manager, DSA), connect to DEFINITY ECS or INTUITY, schedule a backup or look
at backup results, restore from a backup, and start pcAnywhere to act as a console to
Avaya IP600.
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3
Call Accounting
1
Call Accounting
Call Accounting controls communications costs with accurate reporting on calls
processed and effective cost-allocation methods. Call Accounting stores call records
from phone extensions and assigns costs to the calls. The system also creates ad-hoc
reports to manipulate call data and charge-back call expenses to clients or
departments. Detection of toll fraud and maintenance of call records are also features
of call accounting. Station Message Detail Recording (SMDR) records are written in
real time to a file on the local hard disk. Because of Ethernet connectivity, this
information is easily accessed from anywhere on the LAN or WAN.
SNMP Native Agent
SNMP Native Agent is a software module loaded on all systems and available at
additional cost. Native Agent provides a SNMP interface to the system’s alarm and
error tables, select performance measurements, and select configuration data. It also
supports SNMP traps for DEFINITY alarms and restarts, INTUITY alarms, and
Windows NT events.
System Administration
Avaya IP600 offers the DEFINITY Site Administration (DSA) Release 1.5 package.
AMIS Analog Networking
The Audio Messaging Interchange Specification (AMIS) Analog Networking feature
lets subscribers exchange voice mail messages with voice messaging systems
anywhere in the world, provided those systems also have AMIS analog networking
capabilities. The Message Delivery feature allows subscribers to send recorded
messages to any touch-tone telephone, including a residence telephone.
AMIS Networking involves:
•
Establishing machine names
•
Administration of dial strings for all AMIS nodes
•
Administration of address ranges
•
Testing with other vendors (this requires test mailboxes with password access)
•
Post-implementation support for five consecutive business days, with the
understanding that the translations have not been changed or modified by the
customer
Customers implementing AMIS or TCP/IP networking should consider using the
Node Implementation and Testing Offer, which includes administration and testing of
end points. Ask your service representative for details.
Note:
4
Avaya IP600’s TCP/IP design is targeted for Mach 4 and above systems.
Systems using IP55 TCP/IP will not function with Avaya IP600.
Overview for Avaya IP600 Internet Protocol Communications Server
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Hardware
1
Hardware
The major components of the Avaya IP600 include the following circuit packs: a
TN744 call classifier, TN2302AP IP media processor (IP gateway), a TN799C
C-LAN, and a TN795 processor. The processor circuit pack contains:
•
Windows NT 4.0 operating system with on-board Pentium processor chip
•
Secondary (Motorola) processor running application management firmware
•
NT to firmware interface
•
Tone clock functionality equivalent to a TN2182 circuit pack
•
AUDIX hardware/software with virtual AUDIX ports
•
Announcement hardware/software with virtual announcement ports
Rack-Mounted Cabinet
The Avaya IP600 rack-mounted cabinet weighs 40-50 pounds (180-225 kilograms)
fully loaded and is about 12 x 19 x 22 inches (30 x 48 x 55 centimeters — see Figure
1). It includes 10 slots for circuit packs and a power supply and supports up to 400
ports (may require a second cabinet). The TN795 circuit pack must be in slot 2. The
cabinet is designed for rack mounting but can be floor mounted.
Overview for Avaya IP600 Internet Protocol Communications Server
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5
Hardware
1
Figure 1.
Avaya IP600 Rack-Mounted Cabinet
1 Grounding Receptacle
6 TN2302AP IP Media Processor
2 650A Power Supply
7 Storage Area (containing grounding
3 TN795 Processor
4 TN744D Call-Classifier-
Detector
wrist strap, backup PCMIA
flashcard, and documentation
library CD)
8 Fiber pass-through area
5 TN799B/C C-LAN
Slots 1 and 2 are reserved for the TN795 circuit pack. Slot 3 is recommended for the
TN744D circuit pack, but any other slot is acceptable.
Avaya IP600 Site Requirements
Avaya IP 600 is designed to be mounted in a standard 19-inch (48 cm) data rack that
has been properly pre-installed and secured as per the EIA 464 (or equivalent)
standards. The Avaya 1P600 cabinet can be front mounted (as shipped) or mounted at
its midpoint.
The customer is responsible for providing the rack and having it installed and secured
prior to Avaya IP600 installation. This also applies to providing AC power to the
rack. The technicians trained to install the Avaya IP600 do not typically have the
tools or proper training for data rack installation.
Installation requires 1 foot (30 cm) of clearance in the rear, and 18 inches (45 cm) of
clearance in the front, which is consistent with the EIA 464 data rack standards. In a
two-cabinet configuration, the dimensions of the TDM/LAN cable require that the
B cabinet be mounted directly over the A cabinet (flush).
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Hardware
1
The Avaya IP600 should be installed in a well-ventilated area. Maximum equipment
performance is achieved at an ambient temperature between 40 and 120 °F (4 and
49 °C) for a short-term operation (not more than 72 consecutive hours or 15 days in a
year) and up to 110 °F (43 °C) for a continuous operation.
The relative humidity range is 10% to 95% at up to 84 °F (29 °C). Above this,
maximum relative humidity decreases from 95% down to 32% at 120 °F (49 °C).
Installations outside these limits may reduce system life or affect operation. The
recommended temperature and humidity range is 65 to 85 °F (18 to 29 °C) at 20% to
60% relative humidity.
The other Environmental Considerations and System Protection requirements
described in the DEFINITY ECS Systems Description under “Site Requirements”
apply to the Avaya IP600 as well.
Table 1.
Cabinet Power Source Information
Cabinet Style and Power1
Power Sources
Power Input Receptacles
Distribution Unit
Rack Mount Cabinet. AC power
supply (650A integrated power
supply)
Single phase 120 VAC with neutral
120 VAC, 60 Hz NEMA 5-15R
Single phase 240 VAC with neutral
240 VAC, 50 Hz IEC 320
Japan installations use country
specific receptacles for 100 and
200 VAC, 50/60 Hz
1There
is no integrated DC power supply. DC rectifiers can be used if desired; follow manufacturer’s instructions.
Table 2.
Circuit Breakers for AC-Powered Cabinets
Cabinet Type
Circuit Breaker Size
Rack Mount Cabinet (120 VAC) 60 Hz
15 A
Rack Mount Cabinet (240 VAC) 50 Hz
10 A
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7
Reliability
1
Reliability
High reliabiity and availability has been a cornerstone of DEFINITY systems. The
hardware is designed to detect and correct errors as they occur, to minimize the
number of components that cause system outage, and to simplify fault isolation to a
replaceable component. Error detection and correction, system reconfiguration, and
alarming escalation paths provide necessary performance elements. The software is
designed to recover from intermittent failures and to continue providing service with
a minimum of disruption.
The maintenance subsystem manages three categories of maintenance objects:
hardware maintenance objects (MOs), software processes, and data relationships.
Hardware MOs are tested, alarmed and removed from service by the software. When
the problem is isolated, the object is replaced. If a software process encounters
trouble, it is recovered or restarted. Data relationships are audited and corrected.
Studies have shown that 95% of problems experienced by DEFINITY systems are
self-corrected and occur without affecting the customer. All systems are provided
with remote diagnostics capability, which enables rapid troubleshooting and
maintenance in the cases where the system cannot heal itself. This whole
sophisticated maintenance management implementation is the prerequiste to the
99.99 - 99.999+% availability of DEFINITY systems.
The maintenance philosophy is carried forward into the Avaya IP600, with its new
subsystems maintenance management needs added. For example, the following
design elements help assure high availability of the Windows NT operating system:
•
A secondary on-board processor complex supports initialization, monitoring, and
recovery functions for all applications running on the Windows NT OS. The
secondary processor takes corrective action when problems are detected in a way
to minimize user impact.
•
DiskKeeper code is incorporated and runs regularly to eliminate disk
fragmentation problems.
•
Applications running on the OS are thoroughly pretested to assure proper
performance. This OS is closed to any applications other than the manufacturerprovided ones to avoid interference of operation.
•
The Windows NT event log is proactively scanned for potential service affecting
items. If found, alarms are generated, and, if necessary, a service technician is
dispatched.
As another example, the new cabinet uses a three fan, hot replaceable, assembly. The
fans automatically sense temperature and adjust their operating speed accordingly. If
one fan fails, the other two speed up and are more than adequate to provide sufficient
cooling for weeks (or more). In parallel, an alarm is created that dispatches a
technician to replace the fan unit.
Coresident applications running on the Windows NT OS reduce cost and complexity
by eliminating unnecessary boxes, cabling, and administration tasks. The result is a
system that is easier to install and configure than traditional solutions with less risk of
error. The integrated DSA tool simplifies the task of configuring the Avaya IP600 and
AUDIX, which in turn reduces the likelihood of down time from administration
errors.
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Incomparable service
1
Avaya IP600 also provides
•
System survival of minor power disruptions without service interruption
•
Automatic restoration of the last saved version following a power outage
•
Scheduled centralized backups of critical system information at remote sites. In
an emergency, multiple copies of translations, AUDIX subscriber information,
and the Windows NT registry are available. Saved information can be quickly
restored.
•
IP trunk fail-over to the PSTN (QOS thresholds can be set to drive shift to and
from PSTN)
•
Option of Emergency Transfer equipment that cuts up to 6 analog lines directly
through to CO analog trunks.
Anticipated availability of the Avaya IP600 is 99.99%.
Incomparable service
Avaya IP600 customers enjoy incomparable service. Avaya’s knowledgeable sales
associates and technicians are thoroughly trained in remote alarming, expert systems,
troubleshooting, and disaster-recovery procedures.
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9
Incomparable service
10
1
Overview for Avaya IP600 Internet Protocol Communications Server
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2 Desktop/Console Solutions
The communications needs of people in your company vary widely. Some may require only basic telephone
service. Others may need effective messaging services or high-speed data communications and access to a
variety of host and personal computers.
Avaya IP600 brings voice communications, data communications, and messaging together on the desktop, which
enables you to customize the types of service for various users.
Note:
Some applications and products are unavailable in some countries. Please
check with your local distributor for further information about the
features and applications available to you.
Telephones for the global marketplace
A wide variety of telephones, ranging from basic single-line to sophisticated digital
service that integrates voice and data communications, are available with Avaya
IP600. You can incorporate a mixture of telephone types based on user job function.
All of the telephones are easy to use and provide the ability to tap into the power of
Avaya IP600.
Avaya IP600 supports four basic families of telephones—Internet Protocol (IP),
Digital Communications Protocol (DCP), Analog, and Basic Rate Interface (BRI).
These terms describe how each type of telephone communicates with the Avaya
IP600. 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.
The IP, DCP, and BRI sets use digital transmission for integrated voice, data, and
control signals. These telephones provide a rich array of time-saving and valueadding features.
With help from our many global customers, Avaya has developed the 4600-, 6400-,
8400-, and 6200-series telephones to meet the demand for telephones in the global
marketplace.
4600-Series IP Telephones
The 4600-series IP telephones are highly integrated, high function standards-based IP
end points. They are designed for superior audio quality with full duplex
speakerphone and echo cancellation capability. The telephones have two
10/100 Mbps automatic negotiating Ethernet connections: one for the phone and one
for a PC. "Blackburst" technology is used to assure that the voice packets receive
sufficient priority. G.711, G.729A/B and G.723.1 compression schemes are all
supported. (Availability of the compression algorithms is delayed but will be
provided to all existing customers free of charge when available). A universal serial
bus and an infrared port are built in, ready to support future applications.
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11
Telephones for the global marketplace
2
These telephones emulate the DCP 6400-series telephones and provide all of the same
features except for the group listen speakerphone feature. For a complete list of
telephone features, see Appendix B, Telephone Features.
The 4600-series IP telephones can be used with static or dynamic addressing.
Dynamic addressing requires a Dynamic Host Configuration Protocol (DHCP) server.
Dynamic addressing is one key to reducing phone reconfiguration expenses incurred
due to moves. Trivial File Transfer Protocol (TFTP) is supported and allows firmware
to be upgraded over the LAN. A TFTP server will be provided free of charge to
customers so that they can benefit from future upgrades.
Avaya IP600 supports the following 4600-Series telephones:
•
4624 IP telephone
The 4624 IP telephone is a digital, multi-line IP telephone that has 24 call
appearance/ feature buttons and a 2-line by 24-character display. This telephone is
designed for the busy executive or executive assistant who requires extensive call
handling and call coverage flexibility. The 4624 has 12 additional features that are
accessible via the 2-line by 24-character display and are selected by the four
display-associated soft keys. The 4624 has a built-in 2-way speakerphone and can
be wall mounted.
•
4612 IP telephone
The 4612 IP telephone is a digital, multiline IP telephone that has 12 call
appearance/ feature buttons and a 2-line by 24-character display. The 4612 has 12
additional features that are accessible via the 2-line by 24-character display and
are selected by the four display- associated soft keys. The 4612 has a built-in
2-way speakerphone and can be wall mounted.
•
4606 IP telephone
The 4606 IP telephone is a digital, single- line IP telephone with 6 call
appearance/feature buttons and a 2-line by 16-character display. The 4606 has a
built-in 2-way speakerphone and can be wall mounted. There are no soft keys
associated with the display.
Requirements
The 4600-Series telephones require the TN2302 IP Media Processor circuit pack for
the audio capability. They also require the TN799C Control-LAN (C-LAN) circuit
pack for the signaling capability.
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
Avaya IP600, see ‘‘Avaya IP Softphones’’ on page 66.
The following DCP telephones are available:
12
•
6400-Series digital telephones
•
8400-Series digital telephones
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Telephones for the global marketplace
6400-Series digital
telephones
2
The 6400-Series digital telephones are versatile 2-wire DCP telephones that support
all of the key/hybrid features of Avaya IP600. These telephones have a new, global
design and include the following additional features:
•
Date and time display
•
Feature button that allows switchhook control of a headset
•
Conference, Transfer, Hold, and Last Number Dialed fixed feature buttons
•
Group Listen capability that allows you to use your handset or headset while
others in the room listen via a speakerphone. This 2-way handset, 1-way speaker
mode allows you to serve as a spokesperson for a group.
•
Station User Administration capability that allows you to program certain features
on the telephone yourself.
•
Whisper Page that allows an assistant to announce a second call to a company
official during an active call on the official’s telephone. The announcement is
heard only by the official.
•
Auto Call Times that allows each call to be timed automatically upon answer. The
elapsed call displays on the telephone. The timer is stopped automatically when a
call is ended or placed on hold.
The 6400 Tip/Ring Module enables a 6400-series analog adjunct, such as a fax
machine or modem to operate independently on 12 channels with its own extension.
6400-Series DCP
telephones
Avaya IP600 supports the following 6400-Series DCP telephones:
•
6402 telephone
The 6402 telephone is a digital, single-line DCP telephone without a display; it
can be wall mounted. This cost-effective, entry-level telephone is designed for
users with basic call handling requirements. The 6402 is ideal for areas where
there is minimum use, such as reception areas, copy rooms, file rooms, or
warehouse locations. This telephone has a Feature button for accessing up to 12
system features and a built-in, 1-way (listen-only) speakerphone that facilitates
off-hook dialing and listening to voice mail or broadcast messages.
•
6402D telephone
The 6402D telephone is a digital, single-line DCP telephone with a 2-line by 16character display. This telephone has a Feature button for accessing up to 12
system features. The 6402D has a 1-way (listen-only) speakerphone and can be
wall mounted. There are no soft keys associated with the display.
•
6408+ telephone
The 6408+ telephone is a digital, multiline DCP telephone that has 8 call
appearance/feature buttons. This telephone has no display and can be wall
mounted. The 6408+ is designed for users who need multiline appearances and
extensive features. The 6408+ has a built-in 2-way speakerphone and
programmable keys so users can access more system features from the telephone.
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13
Telephones for the global marketplace
•
2
6408D+ telephone
The 6408D+ telephone is a digital, multiline DCP telephone that has 8 call
appearance/feature buttons and a 2-line by 24-character display. This telephone is
designed for users who need multiple line appearances and extensive features.
The 6408D+ has 12 additional features that are accessible via the 2-line by 24character display and are selected by the four display-associated soft keys. The
6408D+ has a built-in 2-way speakerphone and can be wall mounted.
•
6416D+ telephone
The 6416D+ telephone is a digital, multiline DCP telephone that has 16 call
appearance/feature buttons and a 2-line by 24-character display. This telephone is
designed for users with call coverage responsibilities who need multiline
appearances and extensive features. The 6416D+ has 12 additional features that
are accessible via the 2-line by 24-character display and are selected by the four
display-associated soft keys. A 24-button expansion module can be added to
provide 24 additional auxiliary buttons. (The 24-button expansion module
requires power from the station or the closet.) The 6416D+ has a built-in 2-way
speakerphone and can be wall mounted when not used with the 24-button
expansion module.
•
6416D+M telephone
The 6416D+M telephone is a digital, multiline DCP telephone that has 16 call
appearance/feature buttons and a 2-line by 24-character display. This telephone is
designed for users with call coverage responsibility who need multiline
appearances and extensive features. The 6416D+M has 12 additional features that
are accessible via the 2-line by 24-character display and are selected by the four
display-associated soft keys.
A 24-button expansion module can be added to provide 24 additional auxiliary
buttons. (The 24-button expansion module requires power from the station or the
closet.) The 6416D+M allows you to install a 100A Tip/Ring module, providing a
connection between the telephone and such analog adjuncts as modems, fax
machines, analog conference-quality speakerphones, answering machines, and
TDD machines commonly used by the hearing impaired. The 6416D+M has a
built-in 2-way speakerphone and can be wall mounted. The 6416D+M also has a
built-in headset jack.
•
6424D+ telephone
The 6424D+ telephone is a digital, multiline DCP telephone that has 24 call
appearance/feature buttons and a 2-line by 24-character display. This telephone is
designed for the busy executive or executive assistant who requires extensive call
handling and call coverage flexibility. The 6424D+ has 12 additional features that
are accessible via the 2-line by 24-character display and are selected by the four
display-associated soft keys. The 6424D+ has a built-in 2-way speakerphone and
can be wall mounted. A 24-button expansion module can be added to provide 24
additional auxiliary buttons. (The 24-button expansion module requires power
from the station or the closet.)
14
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Telephones for the global marketplace
•
2
6424D+M telephone
The 6424D+M telephone is a digital, multiline DCP telephone that has 24 call
appearance/feature buttons and a 2-line by 24-character display. This telephone is
designed for the busy executive or executive assistant who requires extensive call
handling and call coverage flexibility. The 6424D+M has 12 additional features
that are accessible via the 2-line by 24-character display and are selected by the
four display-associated soft keys. The 6424D+M allows you to install a 100A
Tip/Ring module, providing a connection between the telephone and such analog
adjuncts as modems, fax machines, analog conference-quality speakerphones,
answering machines, and TDD machines commonly used by the hearing
impaired. The 6424D+M has a built-in 2-way speakerphone and can be wall
mounted. A 24-button expansion module can be added to provide 24 additional
auxiliary buttons. (The 24-button expansion module requires power from the
station or the closet.) The 6424D+M also has a built-in headset jack.
Requirements
The 6400-Series telephones are supported by the following 2-wire DCP circuit packs:
8400-Series digital
telephones
•
TN2224 (24-port circuit pack)
•
TN2214 (international 24-port circuit pack)
The 8400-Series telephones are versatile 2-wire/4-wire DCP telephones that offer
flexibility and cost savings and support most of the key/hybrid features of Avaya
IP600. (Table 3 on page 16 shows the differences between the 8400-Series telephones
and 6400-Series telephones.) These telephones detect automatically whether they are
plugged into a 2-wire or 4-wire digital line circuit card.
Note:
The 8400-Series telephones are not offered with Avaya IP600 systems
sales. However, you can purchase these telephones from Avaya.
Avaya IP600 supports the following 8400-Series telephones:
•
8403 telephone
The 8403 is a 3-line telephone without a display that can be wall mounted. This
telephone has a built-in, 1-way (listen-only) speakerphone and three
programmable buttons.
•
8405B telephone
The 8405B is a 5-line telephone without a display and that can be wall mounted.
The 8405B has a built-in 1-way speaker and programmable keys.
•
8405D+ telephone
The 8405D+ is a 5-line telephone with a 2-line, 24-character display that can be
wall mounted. This telephone has a built-in 2-way speaker and programmable
keys.
•
8410B telephone
The 8410B is a 10-line telephone without a display that can be wall mounted. The
8410B has a built-in 2-way speakerphone and programmable keys.
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15
Telephones for the global marketplace
•
2
8410D telephone
The 8410D is a 10-line telephone with a 2-line, 24-character display. The 8410D
has 12 additional features that are accessible via the 2-line by 24-character
display and are selected by the four display-associated soft keys. This telephone
can be wall mounted.
•
8411D telephone
The 8411D is a 10-line telephone with a 2-line, 24-character display. This
telephone is an enhanced version of the 8410D telephone that has a built-in
RJ11C jack, which provides an interface to analog telephone devices (such as a
telecopier or a modem) and an RS232 data interface for PassageWay Direct
Connection. The 8411D has a built-in 2-way speakerphone and programmable
keys. The 8411D has 12 additional features that are accessible via the 2-line by
24-character display and are selected by the 4 display-associated soft keys. This
telephone cannot be wall mounted.
•
8434DX telephone
The 8434DX telephone is a 34-button telephone with a 2-line, 40-character
display. The 8434DX has a built-in 2-way speakerphone and programmable keys.
The 8434DX has 12 additional features that are accessible via the 2-line by 40character display and are selected by the four display-associated soft keys. A 24button expansion module can be added. (The 24-button expansion module
requires power from the station or the closet.)
Table 3.
Differences between the 6400-Series telephones and 8400-Series
telephones.
Feature
6400-Series
telephones
8400-Series
telephones
Whisper Page
Yes
Yes
Group Page
Yes
Yes
Bridged Appearance
Yes
Yes
Personal CO Line
Appearance
Yes
Yes
Directed Call Pick-up
Yes
Yes
Group Listening
Yes
No
Station User
Administration
Yes
No
Time/Day Default
Yes
No
Adjustable Display
Yes
No
Pull-out Tray
Yes
No
Headset without handset
offhook
Yes
No
1 of 2
16
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Telephones for the global marketplace
Table 3.
2
Differences between the 6400-Series telephones and 8400-Series
telephones.
Feature
6400-Series
telephones
8400-Series
telephones
Dual-Purpose NEXT
button
Yes
No
Auxiliary Jack
No
Yes
Tip/Ring Interface
6416D+M and 6424D+M Yes (8411)
only
2- and 4- wire
2-wire only
Yes
RS-232 CTI Interface
No
Yes (8411)
AD Labeling
Yes
Yes
Active Dialing
Yes
Yes
Context-Sensitive Help
Yes
Yes
Automatic Timer
Yes
No
2 of 2
Requirements
The 8400-Series telephones are compatible with all 2-wire and 4-wire DCP circuit
packs.
Analog (single-line) telephones
Single-line telephones are an economical choice for users who do not handle many
calls and do not use modems and fax machines extensively.
All signals between analog telephones and the DEFINITY system are analog over a
pair of wires. Only one incoming call can ring at a time, but the telephone can actually
handle two calls — one active and one on hold.
Depending on the particular telephone, you can alternate between two calls or set up a
three-way conference using the switchhook or flash button. You can access Avaya
IP600 voice features either by entering access codes from your touch-tone keypad or
by pressing feature buttons.
Avaya IP600 supports the 6200-Series analog telephone.
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Telephones for the global marketplace
6200-Series analog
telephones
2
The 6200-Series telephones are single-line, analog telephones.
Three 6200 telephones are available:
•
6210 telephone
The 6210 telephone is a single-line analog telephone that can be wall mounted.
This telephone has a built-in Data jack that allows a user to bridge a fax machine,
modem, or laptop computer onto the single analog line.
•
6218 telephone
The 6218 telephone is a single-line analog telephone that can be wall mounted.
This telephone has a built-in Data jack that allows a user to bridge a fax machine,
modem, or laptop computer onto the single analog line. The 6218 also has 8 speed
dial buttons and a 2-way speakerphone. The 6218 telephone is available in the
United States only.
•
6220 telephone
The 6220 telephone is a single-line analog telephone that can be wall mounted.
This telephone has a built-in data jack that allows a user to bridge a fax machine,
modem, or laptop computer onto the single analog line. The 6220 also has 10
speed dial buttons and a 2-way speakerphone.
Telephone Features
For additional information on digital telephone features, see Appendix B, Telephone
Features.
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Wireless Handsets for X-Station Mobility
2
Wireless Handsets for X-Station Mobility
X-Station Mobility allows remote users to access switch features. That is, X-Station
Mobility allows certain OEM wireless telephones remoted over a PRI trunk interface
to be controlled by the Avaya IP600 as if the telephones were directly connected to
the switch. The telephones are administered to be of the type “X-Mobile” and have
additional administration information on the station form that assigns the capabilities
of a remote station to the associated PRI trunk group. The wireless telephones thus
have access to such DEFINITY features as call-associated display, bridging, message
waiting, call redirection, and so forth.
The X-Station Mobility feature offers the following enhancements:
•
Cluster ID Administration — assigns and reuses cluster IDs based on the radio
controller. It significantly eases provisioning of DEFINITY Wireless Business
Systems (DWBS) having more than 32 radio controllers.
•
Increased Radio Controller Capacity — increases the maximum number of
DWBS radio controllers from 50 to 150 to support customers with large,
multiple-building locations. Associated radio controllers can be placed in
different port networks. However, the radio controllers must be isolated from one
another to avoid interference.
•
Large Displays — provides for all of the Avaya IP600 call information to be
displayed. The information can be formatted to fit a variety of display
dimensions, and formatting is administered through a field on the station form.
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19
Teleconferencing Products
2
Teleconferencing Products
SoundStation Audioconferencing Systems
Avaya’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.
20
•
SoundStation — Three microphones and a digitally tuned speaker 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.
•
SoundStation EX — This system includes all the features and functions of the
SoundStation. It accommodates larger conferences by including two palm-sized
external microphones that can be positioned up to 6 feet (1.8 m) on either side of
the center console. An optional wireless microphone is available for stand-up
presenters. See Figure 2 for an illustration of the SoundStation EX with External
Microphones.
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Teleconferencing Products
Figure 2.
2
Soundstation EX with External Microphones
2
3
5
6
7
8
9
*
0
1
4
stealth1 CJL 050696
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21
Attendant Consoles
2
Attendant Consoles
To increase the effectiveness of attendants handling calls, Avaya IP600 offers the
following tools:
•
DEFINITY 302C Attendant Console (requires connectivity to a 2-wire DCP
circuit pack)
•
DEFINITY PC Console Release 2.0 or later
DEFINITY Attendant Console
The DEFINITY Attendant Console is a digital call-handling station with push-button
control that enables call attendants to answer, place, and manage calls and monitor
selected system operations. The Attendant Display shows call-related information
that helps the attendant operate the console. Attendants may select one of several
available display languages. For more information, see Appendix C, Attendant
(Operator) Features.
DEFINITY PC Console
The DEFINITY PC Console is a software application that enables call attendants to
handle incoming calls efficiently using a personal computer. Using the familiar
Microsoft Windows interface, attendants can easily track how long callers have been
on hold and for whom they are waiting. 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. Having the call-processing
software on the same computer with spreadsheet, word-processing, or other software
enables attendants to stay productive between calls.
Your company directory is displayed on screen with busy extensions shaded. A
variety of search functions are available, so attendants can find names and extensions
easily. Online telephone identification enables attendants to identify employees
quickly. Calls are transferred with the press of a button. Online help makes it easy for
attendants to remind themselves how to use the system.
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, Dutch, Spanish, French,
German, Italian, and Portuguese. For example, if a Spanish-speaking attendant takes
over for a French-speaking attendant, a single press of a button converts all labels,
error messages, and online help to Spanish.
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Attendant Consoles
Requirements
2
The following requirements must be met for the PC Console to function properly:
•
An IBM-compatible personal computer with:
~ A Pentium-based, 100-megahertz or higher processor
~ A minimum of 16 megabytes (MB) of random-access memory (RAM)
~ A minimum of 4 MB of read-only memory (ROM)
~ A 3.5-inch diskette drive
~ An available COM port
~ Sufficient hard disk space. The space required to support PC Console depends
on the number of users you are supporting, the amount of information stored
for each person, and whether you will include each person’s photograph in PC
Console.
•
Any of the following operating systems:
~ Microsoft Windows 95
~ Microsoft Windows NT
~ Windows 98
•
A 2- or 4-wire DCP telephone with a PassageWay® adapter, an 8411 telephone, a
CALLMASTER® IV, a CALLMASTER VI, a 6424D+M telephone, or a
6416D+M telephone.
•
Local adjunct power (depending on your telephone)
•
PassageWay direct connection
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23
Attendant Consoles
24
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3 Adjuncts
Avaya IP600 provides the following equipment to supplement the services and features of your system and
telephones:
•
Power systems
•
On hold and delayed announcement systems
•
Headsets
•
Audio and visual paging
•
Alerts and sensors
•
Speakerphones
•
Security devices
•
Call Accounting systems
Power Systems
Avaya offers the following solutions to provide power for equipment and protection
from power disturbances or disasters:
•
Online Uninterruptible Power Systems (UPS)
A UPS safeguards your Avaya IP600 and associated applications from utility
power irregularities. During a power failure, the UPS battery activates and
supplies power for a limited amount of time. This line of UPSs offers advanced
battery management and hot-swappable extended battery modules and comes in a
2U-high rack-mounted unit.
•
Surge Protectors
Surge protectors help protect PCs, fax machines, and other equipment from
electrical surge damage. Alternating Current (AC) Protectors prevent voltage
surges from entering the system via the AC utility line. Line Protectors prevent
voltage surges from entering the system via incoming central office lines or via
wiring for phones that extend to or from another building.
•
Terminal Power Supplies
Terminal power supplies provide local power for phones and adjuncts that require
additional power, such as DCP phones with headset adapters or adjunct
speakerphones. Types of power supplies include
~ a desktop AC power module (North American standards)
~ 1151A global AC Ethernet-powered module battery backup (optional)
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On hold and delayed announcement systems
3
On hold and delayed announcement systems
Avaya offers the following external announcement systems for Avaya IP600:
•
Magic On Hold Express Systems
Magic On Hold Express systems provide businesses with fully customized,
professionally produced announcements for customer-specific “on hold”
environments. The announcements are delivered to your company from the
production studio. Production options include legally licensed background music
and/or customized information messages that play when a caller is placed on hold
or in queue.
•
Magic On Hold Systems
Magic On Hold systems provide businesses up to 3 minutes of continuous radio
programming for customer-specific requirements. Production options include
legally licensed background music and/or customized information messages that
play when a caller is placed on hold or in queue.
•
Professional Announcement Recordings
Professional Announcement Recordings (PARs) enhance Auto Attendant,
Automatic Call Distribution (ACD), and Integrated Voice Response (IVR)
applications. PARs greet and guide business callers using crisp, clear, concise
voice messages that optimize a caller’s personal perception of automated
communications. Callers hear professional productions that deliver important
information.
•
Delay Announcement Systems
Delay announcement systems serve announce only, information announcement,
in-queue announcement, and broadcast messaging for businesses with automatic
messaging applications. These systems occupy callers during the call process.
Headsets
Headsets help increase productivity in telephone-intensive work assignments.
Headsets are proven to reduce neck strain and muscle tension when telephones are
used at least 3 hours per day. Avaya provides a complete product line for Call Center,
traditional business office, computer telephony, and mobile applications.
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Audio and visual paging
3
Audio and visual paging
Avaya’s overhead voice paging equipment allows telephone users to make
announcements by speaking into a telephone handset. Avaya IP600 supports as many
as 9 paging zones, and 1 zone can be set up to activate every zone at the same time. A
zone is the location of the loudspeakers: for example, conference rooms, warehouses,
or storerooms.
Visual paging includes indoor LED message display signboards, wireless keyboards
for sign programming, connector kits for integrating with the PagePac Plus
equipment, and optional software for “ad-hoc” visual message programming.
Alerts and sensors
Avaya provides a complete product line of alerts and sensors for your business. With
alert devices, you can select the type of sound for incoming calls, such as bell, horn,
or chime sounds. Or, you can use visual signals such as flashing lights to indicate a
ringing call, a voice mailbox message, or a voice paging message.
Sensors detect and analyze central office ringing signals to determine if the signal is a
standard voice, data, or fax call. Once it determines the type of signal, the sensor
device routes the call to the appropriate end point.
External speakerphones
External speakerphones provide total telephone operation without using a handset.
Turning on a speakerphone is equivalent to lifting a handset when placing or
answering a call. Turning off the speakerphone is equivalent to hanging up the
handset. Although the majority of Avaya phones have built-in speakerphones,
external speakerphones are preferred for applications such as conference calls.
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Security devices
3
Security devices
Avaya provides the following security devices:
•
Access Security Gateway (ASG)
The Access Security Gateway (ASG) is a built-in authentication feature that
offers a more secure alternative to static login passwords for remote access to
Avaya IP600. Using an encryption algorithm, the Access Security Gateway uses
session-based challenge and response technology to limit access to the Avaya
IP600 system’s remote maintenance and administration port, system
administration terminal, and NET CON channels. See Installation and Upgrades
for DEFINITY ONE Communications System Release 9 and Avaya IP600 Internet
Protocol Communications Server (555-233-109) for information on how to
administer this feature.
•
Remote Port Security Device
The Remote Port Security Device (RPSD) is a single-line dial-up port protection
system that prevents unauthorized access to a host resource. Host resource dial-up
ports are protected by the installation of the RPSD lock on the analog telephone
line leading to the port. Access is provided only when the calling party uses the
RPSD key, a unit that is installed on the analog telephone line at the calling
party’s end.
The RPSD works with all data communications protocols and can be used in the
following applications:
~ Protecting organizations with remote and home offices that communicate over
the public telephone network via dial-up lines
~ Safeguarding companies that administer their communication and voice
processing systems remotely from a centralized site, helping to ensure that
critical network routing information, traffic data, and PBX feature translations
are not compromised
~ Controlling dial-up access by a supplier that provides remote maintenance
services ensuring that only the service provider has access to the maintenance
ports.
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Call Accounting Systems
3
Call Accounting Systems
Note:
Call Accounting Systems (CAS) do not run co-resident on the Avaya
IP600 platform. They are supported ONLY if they can interface to the
Avaya IP600 system for CDR records. Also, they must be able to retrieve
data over LAN.
Avaya provides the following call accounting systems to reduce service expenses,
optimize resources, assign costs, and identify abuse. These products aid in clearly
understanding these issues and communicating them to others.
•
DEFINITY Network Telemanagement (DNT)
DEFINITY Network Telemanagement is a state-of-the-art, multi-user
telemanagement system. Designed in the industrial-strength, on-line, dynamic
server-based Informix NT, this application is unmatched in its performance and
speed.
DEFINITY Network Telemanagement provides a full 32-bit seamless application
for client/server environments that use local area networks (LANs) and wide area
networks (WANs). DEFINITY Network Telemanagement is ODBC-compliant
and uses MAPI/TAPI conventions. DEFINITY Network Telemanagement is a
fully distributed network-based product.
DEFINITY Network Telemanagement can support as many simultaneous users as
required and is offered in various modules that include call management (call
accounting), asset management (inventory control), and service management
(work/service orders).
•
Call Accounting System for Windows (CFW)
The Call Accounting System for Windows (CFW) allows you to generate
comprehensive and accurate accounting reports using the Microsoft Windows 98
or 95 environment. Detailed or summary reports can be expressed in 2- or 3dimensional color charts and graphs, or in text files suitable for downloading to
other applications.The optional toll-fraud detection module enables you to detect
fraudulent use of your long-distance services.
You can generate reports that identify:
~ Most frequently dialed numbers
~ Most expensive calls
~ Longest duration calls
In addition, you can search the accounting data for a variety of information,
including dialed numbers, partial numbers, dates, times, call types, departments,
and calling extensions.
You can define up to 5 levels of reporting hierarchy for assignment of costs. The
system archives your data for one accounting period. A flexible markup
capability allows service businesses to adjust call pricing for each client.
CFW can generate 20 standard historical or real-time reports from as many as 100
locations and 10,000 stations. An individual system is capable of polling different
types of call detail storage units or other CFW systems. The remote systems
forward call records and alarms as they are generated.
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Call Accounting Systems
3
A traffic engineering option allows you to monitor trunk usage, calling patterns,
incoming traffic, and outgoing calls by area code. This allows you to analyze
trends summarizing how your equipment is being used.
CFW is widely compatible and requires little maintenance, even while collecting
data, generating reports, and managing remote data collection sites.
•
Call Accounting System XP (CAS XP)
Call Accounting System XP has equivalent functionality to the call accounting
portion of DEFINITY Network Telemanagement. Call Accounting System XP is
a LAN/WAN-based application that supports customers with multi-user
requirements. It is offered at a base size of 50 stations, but can be upgraded to
10,000 stations. As an option, you can purchase an Internet module that provides
employee Internet usage reports.
CAS XP is supported with a mandatory professional service offer for on-site
installation, initialization, and training provided by the vendor. CAS XP supports
up to 100 sites, 10,000 stations, and 5 simultaneous users. Hacker Tracker is also
an available option. CAS XP runs on Windows 98, Windows NT 4.0, and
Windows 2000.
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4 INTUITY AUDIX Messaging
Fewer than 30% of person-to-person business calls reach the intended party on the first attempt. This makes the
day-to-day business communications frustrating and can impact productivity. Integration of communications
with Avaya’s INTUITY AUDIX messaging system helps ensure that calls are not lost.
In addition to call-answer capability, AUDIX provides new opportunities through multimedia messaging. A
multimedia message can include text, voice, and fax components. Multimedia messaging allows users to mail a
single message to persons on a mailing list, send a message with multiple components to other subscribers, or
categorize and store messages for later reference.
This section provides a high-level overview of AUDIX and describes its application and features within Avaya
IP600. This section includes:
•
Application overview
•
Additional sources of information
•
Accessing AUDIX administration
•
Features of AUDIX
Application overview of AUDIX
AUDIX is a multimedia messaging application on the Avaya IP600 platform that
allows users to integrate voice, text, fax messages, and binary files into a single
message.
For example, a sales manager who wants to inform a distributed sales force of a new
compensation plan can send a message with both voice and text. The voice
component might be
“This message is going to all members of the Northeast Sales region.
Congratulations on your excellent results last year. As of January 1st, the
compensation plan for new product sales will be changed. Please print the
attached text message for detailed information.”
The text message could be created in Message Manager and specify the plan details.
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Additional sources of information
4
Additional sources of information
The following additional information for administering AUDIX is available:
•
AUDIX System Administration documentation on the DEFINITY ECS
Documentation Library CD
•
The Message Manager Installation chapter in Installation and Upgrades for
DEFINITY ONE™ Communications System Release 9.0 and Avaya IP600
Internet Protocol Communications Server (555-233-109)
•
AUDIX help topics in the DEFINITY Site Administration (DSA) online help
application
•
Command Line Administration Quick Reference on the DEFINITY ECS
Documentation Library CD
The DEFINITY ECS Documentation Library CD contains the following information:
•
Messaging Solutions Quick Reference Guide
•
AUDIX Wallet Card
•
Message Manager Quick Reference Guide
Accessing AUDIX Administration
AUDIX Administration tools can be accessed one of two ways:
•
Through the DEFINITY Site Administration (DSA) application
•
Dialing directly to the AUDIX application using Telnet or a terminal emulator
that uses Telnet
Using DEFINITY Site Administration (DSA)
To establish a connection for AUDIX administration:
1. On DSA window browser, click Tasks tab, then click Add System.
2. Click Add Voice Mail System.
3. Choose a name for AUDIX in DSA in the System Name field.
Note:
Your telecommunications manager can assign a name or you can choose
a name. The name will appear in the Tree tab.
4. Indicate the connection method:
~ Modem or data module
~ Direct serial port connection
~ LAN connection
5. When prompted by the Add Voice Mail System Wizard, provide additional
information about the connection.
6. Indicate automatic or manual DSA login to AUDIX each time you login.
7. If DSA automatically logs in, enter the AUDIX login and password information.
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Accessing AUDIX Administration
4
Review and test the DSA connection
To review and test the DSA connection:
1. Review the Voice Mail System Summary and make any needed corrections.
2. Click Test to try the connection.
If the connection works, DSA displays the login prompt or the AUDIX Command
Prompt screen. If the connection does not work, DSA displays an error dialog box
with troubleshooting information.
3. Click Next and Finish.
4. Click the Tree tab and confirm that it displays in the tree.
To later change the voice mail system or connection information, right-click
Voice Mail System in the DSA Tree tab and choose properties.
Add as many systems as desired to DSA. If connecting to systems directly using
serial ports, you can connect as many switches or AUDIX systems that have ports. If
connecting to systems over a network, you can connect to as many systems as needed.
To connect to AUDIX administration:
1. On the DSA browser pane of the DSA window, click the Tree tab.
2. Right-click the AUDIX system you want to administer.
3. In the pull-down menu, select 4410 Emulation or 513 Emulation.
4. At the login: prompt enter login/user name.
5. At the password: prompt, enter your password.
6. At the TERM: prompt, click F7 (Continue).
The system displays the AUDIX Command Prompt screen.
7. For more information see the following documentation on the DEFINITY ECS
Documentation Library CD.
~ AUDIX System Administration
~ Command Line Administration Quick Reference
~ Online help topics available from AUDIX administration screens
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Features of AUDIX
4
Using Telnet to access AUDIX Administration
To access AUDIX via Telnet or another terminal emulator:
1. Set up a connection to local Telnet or other terminal emulator using the following
information:
~ Local machine name for host name
~ Specified port number for port
~ VT100 for Term type
2. Once the connection is established, enter login/user name at the Telnet login:
prompt.
3. Enter a password at the password: prompt.
4. At the TERM prompt: enter a terminal type, such as vt100, 4410, or 514.
The system displays the AUDIX Command Prompt screen.
For a more information about using Telnet, see Chapter 2, “Connectivity and Access”
in Installation and Upgrades for DEFINITY ONE™ Communications System Release
9.0 and Avaya IP600 Internet Protocol Communications Server (555-233-109).
Features of AUDIX
The following AUDIX features allow users to send, receive, and organize voice, text,
and fax messages:
•
Voice Messaging
•
Voice Mailbox
•
Transmission Control Protocol/Internet Protocol (TCP/IP)
•
Message Manager
•
Fax Messaging
•
Automated Attendant
•
Bulletin Board
•
CornerStone Software
Voice Messaging
The AUDIX Voice Messaging software permits recording and exchanging voice
messages with other users. It contains stored voice prompts that help users create,
send, retrieve, answer, save, or forward spoken messages. The feature also answers
calls for users who are busy or unavailable. In addition to a personal answering
service, AUDIX can be used as a messenger to individuals or groups, as an
information service, as an office receptionist, or as an automated attendant.
Users and callers instruct the AUDIX Voice Messaging feature by pressing touchtone keys in response to detailed voice prompts.
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Features of AUDIX
4
Nuances and inflection are integral parts of person-to-person communication. The
AUDIX software uses a high-quality voice-encoding algorithm known as CodeExcited Linear Prediction (CELP) to capture the nuances and subtle inflections of the
human voice.
Voice Messaging is similar to an electronic mail system in that messages can be sent
to other individuals or groups without directly calling the recipient. The message is
stored in the recipient’s AUDIX mailbox. Recipients can access stored messages at
their convenience.
Voice Messaging enables a user to:
•
Send messages to other AUDIX and Message Manager users
•
Listen to messages received from other AUDIX and Message Manager users
•
Forward messages received with comments attached
•
Reply to messages received from other AUDIX and Message Manager users
•
Create mailing lists containing up to 250 recipients
In addition to basic capabilities, the Outcalling function of AUDIX Voice Messaging
allows the feature to:
Call Answer
Voice Messaging
languages
•
Automatically place a call from AUDIX to a user when messages are waiting
•
Specify the number to be called by AUDIX when messages are waiting (may be
an office, home, car, or pager)
Call Answer answers a call and records a message when the user is unavailable. This
function enables the Voice Messaging feature to:
•
Answer incoming calls
•
Create personal greetings for incoming calls
•
Disable call answer so that a caller hears a greeting, but cannot leave a message
•
Customize a set of standard greetings
•
Record up to 9 different personal greetings using the Multiple Personal Greeting
function
•
Play a single greeting for all calls, or assign various personal greetings to play in
response to different types of calls, for example, internal and external, busy and
no answer, or out-of-hours
The AUDIX Voice Messaging feature provides a standard American English
announcement set. The announcement set can be replaced or augmented with a
number of options, including non-English languages and Telecommunications Device
for the Deaf (TDD). For the most recent list of language alternatives, contact your
Avaya account representative.
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Features of AUDIX
4
Multilingual support
Optional multilingual functions allow callers to interact with the AUDIX application
using different languages. For example, callers can follow voice prompts in languages
that may or may not match the language of the people they are calling. An
administrator can install up to 9 languages on the AUDIX application and operate
them simultaneously.
Users can also record personal greetings in two different languages. Prompts are
delivered in the selected languages.
Customized
announcements
Announcements comprise sets of spoken instructions or voice prompts in the AUDIX
Voice Messaging application. For example: “To access your mailbox, press star R.”
Voice mailbox
A mailbox is a storage area on a computer disk for messages, personal greetings, and
mailing lists. AUDIX users acquire a mailbox when they are administered on the
application. Each user accesses this mailbox with a private password.
Callers can leave messages in a user’s mailbox, but cannot perform other operations
related to the user’s mailbox. After a user logs in, the feature voices the name of the
user and reports the number of new messages received. Each message consists of a
message header and a message body.
Incoming mailbox
Mailboxes are divided into two sections, the incoming mailbox, and the outgoing
mailbox. The incoming mailbox receives messages from other users, from the
AUDIX application, and from callers redirected to the mailbox because no one
answered. The user can save, delete, reply to, or forward messages. There are three
categories of incoming messages: New, Unopened, and Old. Table 4 describes each
category.
Table 4.
Incoming mailbox categories
Category
Description
New
A message and header that a user has not listened to. The Message
Waiting Indicator (MWI) on the user’s telephone turns on when a
new message is present and turns off after the user has listened to
it.
Unopened
A message where the header, but not the message itself, has been
listened to. The MWI does not stay on for this type of message.
Old
A message that the user has listened to but not deleted.
The system administrator can set the order in which these categories are played to the
user.
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Features of AUDIX
The outgoing section of a mailbox stores messages that users create, send, or forward.
In most cases, messages remain in the outgoing section until delivered. Table 5
describes the outgoing mailbox categories listed in default order. The AUDIX
administrator can change this order.
Outgoing mailbox
Table 5.
4
Outgoing mailbox categories
Category
Description
Filed
Messages that users create and save in the outgoing section of a mailbox. Users
can later access these messages to modify them, address and send them again,
or delete them.
Undelivered
Messages that have not been sent or messages scheduled for delivery at a
future date or time. Users can review, change, or cancel messages and their
addresses at any time before delivery.
Nondelivered
Messages that AUDIX could not deliver. The application attempts to deliver a
message 10 times (or the administered number of times), then places the
message in this category. This usually indicates that the intended recipient’s
incoming mailbox is full, that the recipient’s application cannot recognize or
accept a message component (for example, is not fax-enabled), or that there
were transmission problems (for example, with an AMIS analog line).
Nondeliverable
Messages defined as “nondeliverable” can be rescheduled for delivery with a
new address, or altered to allow forwarding, if needed.
Delivered
Message headers that identify messages delivered but not yet listened to or that
identify messages containing nondeliverable components. The latter type of
message header is an Incomplete Delivery header. For example, if a message
contains more than the four components allowable (that is, a voice, fax, text,
and file attachment), the additional components are not delivered, and the
message header indicates that a component was not delivered.
Accessed
Message headers that identify messages that have been listened to. A message
is considered accessed even if only the header has been listened to.
TCP/IP
AUDIX Transmission Control Program/Internet Protocol (TCP/IP) provides the
ability to exchange messages with subscribers on other AUDIX systems. The remote
system can be next to or geographically distant from the local Avaya IP600 system.
AUDIX TCP/IP uses the proprietary AUDIX digital protocol to exchange messages,
user profiles, and message-status information with other machines. The digital
protocol uses a digital file format, similar to a data-file transfer between two
computer systems, to transmit the information. Digitally transmitted messages are
communicated quickly and with excellent sound quality.
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Features of AUDIX
4
TCP/IP allows you to exchange voice, fax, text messages, and attached files from
other AUDIX systems. This enables a user to:
•
Address messages by name only, known as name addressing. This function
applies only to administered remote recipients. Administered refers to remote
users who have been entered in the database of the local application.
•
Include the names and telephone numbers of remote recipients in personal
mailing lists. Nonadministered remote recipients can be included only by
telephone number.
•
Hear the spoken name of the intended recipient. If the administrator has not
recorded these names, the user hears only the remote mailbox ID.
•
Access the names and number directory (
numbers by name.
•
Assign aliases to remote recipients on systems administered for AUDIX TCP/IP.
Administered remote recipients can be included by name or by telephone number.
Nonadministered remote recipients can be included by telephone number only.
•
Use automatic addressing to respond to incoming messages.
* *
N
) to look up telephone
TCP/IP enhances AUDIX Messaging in many ways:
•
Customers who exceed the capacity of one AUDIX application at a single
location can network multiple machines. This enables users to exchange
messages as if they were on the same machine.
•
Customers with business offices in more than one location, whether in the same
building or in different cities, can exchange messages with every location.
The following functions can be used for messages exchanged between remote users:
•
The ability to play a recorded name, when addressing or receiving a message, if a
name is recorded for the remote user
•
The ability to forward messages to one user or a group of users, respond to
messages, and create group mailing lists
The following are additional sources of information:
•
AUDIX System Administration documentation on the DEFINITY ECS
Documentation Library CD
•
Online help topics available from the TCP/IP browser screens
Avaya Message Manager
Avaya Message Manager is a combination of communications modules that function
as one software feature. Users can create, send, and receive compound messages
containing multiple media types: voice, fax, text, or file attachments to other users
inside or outside the corporate environment.
Message Manager is a Windows-based graphical user interface (GUI) that allows
AUDIX application message headers to be viewed on a PC screen through a local
area network (LAN) connection. The AUDIX application is called the “AUDIX
server” when it connects to a LAN.
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Features of AUDIX
4
What distinguishes Message Manager from ordinary voice messaging products is the
way users interact with the feature. Users access information visually, instead of
listening to voice prompts and using a touch-tone keypad. Viewing message headers
on-screen is faster for users because they can quickly view who called, when, and
why, without having to listen to prompts, press keys, or remember instructions. The
on-screen information helps users access and prioritize important data, more easily
develop mailing lists, and track multiple personal greetings.
Message Manager is available in the following languages:
•
English
•
French
•
Spanish
•
Brazilian Portuguese
•
German
•
Dutch
Additional languages are being considered for future releases.
Message Manager includes the basic functions listed in Table 6.
Table 6.
Message Manager functions and descriptions
Function
Description
Send messages to
multiple recipients
You can create and send a message with one or more message
components to one or several people. The message is delivered as soon as
possible or can be scheduled for a later delivery time.
Addressing
You can send the message to just one person, to a list of people, or to
someone who is on a remote AUDIX system.
Send faxes
The fax software for Message Manager is used to create and send a new
fax message. Creating a new fax is similar to printing a hard copy of your
work in another program.
Fax from other
applications
Although faxes can be stored in and sent from Message Manager, creating
and sending a new fax is actually done from any other Microsoft
Windows application that allows printing.
Create a custom fax
cover page
You can use the Fax Cover Page Designer to add text or bitmap graphics
to the fax cover page. You can also use the Designer to change the
location and size of the Message Manager text display areas.
Use the Outgoing
Folder
After a message is sent, you can check delivery status by opening the
Outgoing Folder. The Outgoing Folder lists all messages sent, the time
sent, and whether the recipient has received or accessed the message.
Additional information is available by double-clicking a message header
in this folder.
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Features of AUDIX
Table 6.
4
Message Manager functions and descriptions
Function
Description
Build Personal
Phonebook
You can use the Personal Phonebook in Message Manager to store
“cards” with the addresses of AUDIX subscribers, as well as other
numbers and notes. As subscribers are added to the Phonebook, you can
quickly add them to an address list. The Personal Phonebook is stored on
your PC and can be used while working offline.
Build AUDIX lists
With AUDIX lists, you can store the addresses of sets of people you want
to send simultaneous messages to, such as a project team or a corporate
department. You can quickly address a message to an entire address list.
AUDIX lists are stored on the AUDIX server and are not available
offline.
Work offline
If you work away from the office, you may want to edit messages you
have received or compose new messages, then later log in and send them
during a single call. This saves toll charges because an AUDIX server
connection is not required, except when ready to send or receive
messages.
Minimize or lock
Message Manager
You can minimize Message Manager and still be notified of new
messages. Log in to Message Manager, then use standard Windows
techniques to minimize the program and keep it active. Later, you can
restore the program to retrieve messages or to create and send new
messages.
A Lock function provides additional security. When you click the Lock
button, the application is minimized and requires your AUDIX password
to be restored. Locking Message Manager prevents others from accessing
your AUDIX mailbox. This function is inactive while working offline.
Record your name or When you install Message Manager, you can use the name and personal
greetings
greeting that were recorded through the AUDIX telephone interface. You
can also select a menu option to record your name or display a screen to
record and manage greetings. The AUDIX server uses the choices you
make in Message Manager for playing names or greetings to your callers.
Outcalling
If you are away from the office, you can be notified of new AUDIX
messages. Use the Outcalling function to enter a telephone number that
the AUDIX server then dials to notify you of new messages.
Sound card
Message Manager uses an audio connection to your telephone to play or
record voice messages or greetings. However, you can use your
computer’s sound card with speakers and a microphone instead. This is
the only way to play or record voice messages while working offline.
2 of 2
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Overview for Avaya IP600 Internet Protocol Communications Server
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Features of AUDIX
4
The following information is available to Message Manager users:
•
Message Manager Quick Reference Guide, available on the DEFINITY ECS
Documentation Library CD
•
Message Manager online help, available by selecting Contents from the Message
Manager Help menu
•
A file customized just for your site, described in the Updating Your Site-Specific
Information section of the Message Manager Installation chapter in Installation
and Upgrades for DEFINITY ONE™ Communications System Release 9.0 and
Avaya IP600 Internet Protocol Communications Server (555-233-109).
FAX Messaging
The Avaya FAX Messaging feature combines the send and receive capabilities of a
stand-alone fax machine or fax modem on a PC with the capabilities of Avaya
messaging. Besides sending, receiving, and printing a fax over the telephone, a user
can also forward a fax, annotate a fax with a voice message, or send and broadcast a
fax to multiple telephone users. These features allow a user to handle a fax message
just as they would a voice message.
The following information can be provided to FAX Messaging users who have
Message Manager:
•
Message Manager Quick Reference Guide, available on the DEFINITY ECS
Documentation Library CD
•
Message Manager online help, available by selecting Contents from the Message
Manager Help menu
The following information can be provided to FAX Messaging users who do not have
Message Manager
•
Messaging Solutions Quick Reference Guide, available on the DEFINITY ECS
Documentation Library CD
•
Online help available from the telephone user interface by pressing
at any time
Overview for Avaya IP600 Internet Protocol Communications Server
555-233-001 — Issue 5 — November 2000
*
H
or
*
4
41
Features of AUDIX
4
Automated Attendant
An automated attendant is an interactive telephone answering system. It answers
incoming calls with a prerecorded announcement and routes each one based on the
caller’s response to menu options and prompts.
The system administrator sets up an automated attendant so that callers hear a menu
of options. Callers indicate the desired menu option by pressing the corresponding
touch-tone key. The automated attendant executes the selected option. Callers from
rotary or dial-pulse button telephones are, typically, told that they can hold or call
another number to speak with a live attendant.
An automated attendant menu system, or menu tree, can be designed to contain
subordinate layers of menus or bulletin boards. These sub-menus, or nested menus,
play additional options, including a choice leading to another nested menu.
The voiced menu options that callers hear are actually personal greetings that the
administrator records for the automated attendant’s extension. As with any personal
greeting, the content of the message can be changed. The Multiple Personal Greetings
function provides different menus and options for different types of callers.
If your messaging system has multiple language sets available, the menu options
route callers to a sub-menu voiced entirely in another language. The Multiple
Personal Greetings function can record menus in various languages.
For more information on setting up and maintaining automated attendants, see the
AUDIX System Administration documentation on the DEFINITY ECS
Documentation Library CD.
Bulletin Board
A bulletin board is an electronic messaging system. Callers dial the bulletin board’s
telephone number and the system answers and plays a recorded message. The major
difference between a bulletin board and an automated attendant is that a bulletin
board does not have an option to route callers to a live attendant.
CornerStone Software
The CornerStone software has been modified, and now supports co-resident
announcements.
42
Overview for Avaya IP600 Internet Protocol Communications Server
555-233-001 — Issue 5 — November 2000
5 Call Center
The Avaya IP600 Call Center applications are designed to efficiently connect each caller to the appropriate
representative. Before the call is routed, information is captured about the caller and integrated with existing
databases (see Chapter 7, Computer Telephony Integration). The combined data is used to match the caller to an
agent. Additional features politely inform callers waiting in queue (a holding place for incoming calls) of the
length of time it will take to process the call. Detailed call statistics are constantly available to the agents and
supervisors.
Calls into the Avaya IP600 Call Center are queued up and routed based on information the system continually
acquires. Each caller can be presented with a variety of options for leaving a voice message, a fax, or monitoring
the status of the call. Using CONVERSANT voice response software, the system responds appropriately to
spoken information.
The following are switch features:
•
Automatic Call Distribution, which manages call traffic and workflow
•
Basic Call Management System (BCMS), an optional product which provides call
management reporting for smaller Call Center operations
•
Attendant Vectoring
•
Call Center Basic, Call Center Deluxe, and Call Center Elite, which enable you to
set up a Call Center (switch)
•
CentreVu Virtual Routing
•
CentreVu Advocate
The following are PC applications:
•
BCMS Vu, which enhances the capabilities of the Basic Call Management
System
•
CentreVu Computer Telephony (CT)
•
CentreVu Call Management System (CMS).
CMS add-ons enhance CMS, and include:
~ CentreVu Supervisor
~ CentreVu Explorer II
~ CentreVu Visual Vectors
CentreVu Compact Call Center Solutions packages are available in Basic and Enhanced versions.
Avaya IP600 provides an applications platform that consists of several elements. When these elements are
integrated to meet business requirements, advanced call distribution and management capabilities deliver the
performance and growth necessary for your business success.
Note:
Some applications and products are unavailable in some countries. Please
check with your local distributor for further information about which
features and applications are available to you.
Overview for Avaya IP600 Internet Protocol Communications Server
555-233-001 — Issue 5 — November 2000
43
Automatic Call Distribution (ACD)
5
Automatic Call Distribution (ACD)
If your company has departments (such as sales, billing, or customer service) that
handle large volumes of incoming calls, you can benefit by using Avaya IP600’s
powerful ACD capabilities. ACD is the basic building block for Call Center
applications.
ACD offers a method of distributing incoming calls efficiently and equitably among
available employees or agents. ACD also offers a number of ways to connect an agent
to a call. For example, with most idle agent distribution, an incoming call is routed to
the agent who has been available for the longest time, resulting in more balanced
agent workload.
Agents in an ACD environment are assigned to a hunt group, a group of agents
handling the same types of calls. Avaya IP600 supports up to 99 different hunt
groups. Each hunt group has associated trunks, stations, recordings, and queues. You
can assign many ACD features on a per-hunt group basis to meet the different needs
of diverse agent groups. You can link a telephone number to an ACD hunt group by
associating a published number (often an 800 number) with the hunt group’s
extension number.
In the Figure 3 on page 45 example of a travel agency, 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 then redirected to Hunt Group C if not
answered within an administrable time. Calls to Hunt Group C are redirected to
AUDIX if they are not answered within an administrable time.
44
Overview for Avaya IP600 Internet Protocol Communications Server
555-233-001 — Issue 5 — November 2000
Automatic Call Distribution (ACD)
Figure 3.
5
A Basic Example of Automatic Call Distribution
Powe
r
1
2
3
4
5
6
7
8
9
10
iodprmc LJK 110600
1 Avaya IP600
5 Group C: General Information
2 Incoming Trunks
6 Queues
3 Group A: Business Travel
7 Call Coverage to Group C
4 Group B: Personal Travel
8 AUDIX
DEFINITY places all Automatic Call Distribution calls into a queue. Each call stays
in the queue until an agent becomes available, until an optional timed interval elapses,
or until the caller abandons. If the call has not been answered after an administrable
period of time, an announcement can be played for the queued caller. The call can
then be connected to music to let the caller know that the call has not been dropped,
sent to a coverage path, or connected to another announcement.
You can set a maximum queue length in a group to anywhere from 0 to 200 calls, and
establish a queue warning level. If the preset maximum queue length is reached,
additional incoming calls are redirected to a call-coverage path (if administered),
ensuring that calls are routed to an extension that will answer or give a busy signal. A
priority-queuing feature allows you to designate which calls should receive priority;
these calls override the standard first-in-first-out queuing pattern.
Overview for Avaya IP600 Internet Protocol Communications Server
555-233-001 — Issue 5 — November 2000
45
Automatic Call Distribution (ACD)
5
Two features provide for redirection of ACD hunt group calls:
•
Intraflow allows an ACD call to be redirected from one hunt group to another
through coverage paths that are assigned to determine call-redirection criteria.
•
Interflow allows new calls in a hunt group’s queue to overflow and be sent to
another ACD hunt group on another system using the Call Forwarding All Calls
feature. Interflow can be useful during the evening, during peak operation times,
or at other times when agents are unavailable.
ACD agents can use any DEFINITY telephone. The CALLMASTER digital
telephone is particularly recommended to meet the needs of ACD agents. A number
of special ACD agent features can be assigned to agents’ telephones to enable them to
perform their jobs effectively. In addition, special features are available to assist
supervisors in observing and monitoring the performance of these agents.
Additional features provide even more options when using ACD:
46
•
Queue-Status lamps or displays (on telephones with a digital display) show call
status for calls waiting in an ACD queue. Queue-Status also displays oldest call
waiting time.
•
Dialed Number Identification Service allows agents to identify (via display
telephones) the purpose of each incoming call and appropriately greet the caller.
•
Automatic Available hunt group allows the CONVERSANT Voice Information
System or other “nonhuman” agent positions to be staffed automatically and
made available.
•
Each agent can be logged in to as many as four hunt groups at once.
•
Malicious Call Trace allows you to designate stations that can trace emergency or
threatening calls. When an agent receives a malicious call, the agent presses the
Malicious Call Trace button. The system gathers trace information and connects a
voice recorder to the call. All equipment used to complete the call is held up (the
call cannot be disconnected) until the feature is deactivated.
•
Redirection on No Answer allows an unanswered, ringing call to be redirected to
an ACD queue or to a Vector Directory Number after an administered interval.
The agent position will also be taken out of service.
•
Station Hunting allows calls to be routed first to the called extension, then
according to a linear, circular, or modified circular sequence of extensions. The
circular sequences work to distribute calls equitably, ensuring that there are no
overworked “first” extensions in a hunt group.
Overview for Avaya IP600 Internet Protocol Communications Server
555-233-001 — Issue 5 — November 2000
Basic Call Management System
5
Basic Call Management System
The Basic Call Management System (BCMS), an integrated, internal capability of
Avaya IP600, is a cost-effective solution for small start-up Call Centers or for
existing companies with minimum system-measuring/reporting requirements. BCMS
helps you fine-tune your Call Center’s operation by providing reports with the data
necessary to measure Call Center agent performance.
This feature offers call-management control and reporting at a low cost for Call
Centers of up to 50 agents. BCMS is ideal for companies that need call management
features.
BCMS collects and processes Avaya IP600 ACD call data (up to 7 days) within the
system; an adjunct processor is not required to produce call-management reports.
BCMS provides various measurements for monitoring the operations of an ACD
application. BCMS software organizes ACD calls and Call Center measurements into
different reports that supply useful information for managing ACD facilities and
personnel. The reports can be displayed on the system administration terminal in real
time.
The following reports 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
Overview for Avaya IP600 Internet Protocol Communications Server
555-233-001 — Issue 5 — November 2000
47
Attendant Vectoring
5
Attendant Vectoring
This is a Avaya IP600 feature for calls where the caller is seeking an attendant. It
provides a lower-priced solution for customers who want to vector attendant calls that
go to an attendant without purchasing the full vectoring software. This alternative
provides some powerful capabilities, such as announcement in queue, time-of-day
routing, and routing with coverage. Some of the vector steps include:
•
Announcement
•
Busy
•
Disconnect after announcement
•
Go to step/vector:
~ Time-of-day
~ Unconditionally
~ Queue-fail
•
Queue-to:
~ Attendant group
~ Attendant
~ Hunt-group
•
“Route-to number with coverage y/n”
•
Wait-time hearing silence/ring back/music
•
Stop
Call Center Basic
The Call Center Basic package, a Avaya IP600 feature, enhances your Call Center by
providing the following features:
48
•
Automatic Call Distribution (ACD)
•
Auto Available Split
•
Most Idle Access (MIA) Across Splits/Skills Option
•
MIA Treatment for After Call Work (ACW)
•
Multiple Call Handling on Request
•
Forced Multiple Call Handling
•
Move Agent/Change Skills while Staffed
•
Multiple Announcement Boards
•
Redirect on no Answer (RONA)
•
Service Observing by Class of Restriction
Overview for Avaya IP600 Internet Protocol Communications Server
555-233-001 — Issue 5 — November 2000
Call Center Deluxe
5
•
Service Observing Remote
•
Timed After Call Work/Agent Pause Between Calls
•
VuStats (including the Service Level and Login IDs enhancements)
Note:
12-Agent Call Center Basic is included with Avaya IP600 software.
Call Center Deluxe
The Call Center Deluxe package, a Avaya IP600 feature, enhances the basic package
by including sophisticated Call Center capabilities such as advanced routing,
vectoring, and expected wait-time announcements. The Call Center Deluxe package
includes the capabilities of the basic package, plus the following features:
•
Call Work Codes (CWC)
•
Call Vectoring
•
Call Prompting (Administrable Interdigit Timeout and Administrable Converse
Data-Passing Rate)
•
Redirect on No Answer to Vector Directory Number
•
Support Network-Provided Digits (Caller Information Forwarding)
•
Service Observing on Vector Directory Numbers
•
Vector Directory Number-of-Origin Announcement
•
Vector Directory Number Return Destination
•
Vector Administration (Route-to with/without Coverage and Multiple
Audio/Music Sources)
•
Vector-Initiated Service Observing
•
Vectoring Advanced Routing
•
Automatic Number Identification/Information Indicator (ANI/II) Digits Routing
•
ASA Routing
•
Best-Service Routing Single Site
•
Estimated Wait Time Routing (EWT) Routing
•
Vector Directory Number Calls Routing
•
Wildcard Matching
Call Center Elite
The Call Center Elite package, a Avaya IP600 feature, enhances your Call Center by
including all the capabilities of the deluxe package in addition to the following
features:
•
Expert Agent Selection
•
Reason Codes for Login, Logout, and ACW
Overview for Avaya IP600 Internet Protocol Communications Server
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49
CentreVu Virtual Routing
5
CentreVu Virtual Routing
CentreVu Virtual Routing, an Avaya IP600 feature, helps you provide the best
possible service to your customers while using all your Call Center resources wisely
and cost-effectively. CentreVu Virtual Routing allows multiple locations to work
together as a single virtual Call Center. Its smart routing capabilities monitor and
anticipate changing conditions across your virtual Call Center network to find the best
place to deliver each call, every time.
CentreVu Virtual Routing can help you:
•
Save on network costs
•
Optimize existing resources
•
Balance agent workloads
•
Ensure consistent and reliable customer call handling and service
•
Equalize enterprise-wide call volume across sites or across multiple splits/skills at
a single site
CentreVu Virtual Routing provides Best Service Routing — the ability to
automatically deliver each call to the best place based on a combination of criteria.
You can use Best Service Routing with CentreVu Advocate to make your multisite
routing even more precise and effective. Once Best Service Routing delivers a call to
the “right” Call Center or split/skill, CentreVu Advocate determines the best agent to
handle the call based on the caller’s needs and the caller’s value to your business.
In addition to Best Service Routing, CentreVu Virtual Routing offers Enhanced
Look-Ahead Interflow (LAI) multisite routing. LAI can help improve customer
service and satisfaction by speeding the distribution of calls among locations or
skills/splits with low call volumes and long hold times.
CentreVu Virtual Routing also supports enhanced information forwarding to provide
valuable details along with each routed call. The information “attached” to each call
may include:
•
Vector Directory Number (VDN)
•
Caller-supplied collected digits
•
Dialed Number Identification Service (DNIS)
•
Accumulated time waiting
CentreVu Virtual Routing also passes along a Universal Call ID (UCID), a unique
identification “tag” that is attached to each call and remains with the call as it is
routed throughout your network. By passing Universal Call ID, CentreVu Virtual
Routing enables lifetime tracking of calls routed among Call Centers, Avaya IP600
systems, or adjuncts such as CONVERSANT for interactive voice response.
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Overview for Avaya IP600 Internet Protocol Communications Server
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CentreVu Advocate
5
CentreVu Advocate
You can leverage your Call Center as a strategic business asset with Avaya’s
innovative CentreVu Advocate software solution. CentreVu Advocate, a Avaya
IP600 feature, eliminates the chaos and randomness associated with call handling and
provides directed routing with customer-pleasing results. This breakthrough software
offers new methodology for aligning your enterprise objectives with agent and
management performance and customer needs.
With CentreVu Advocate, you can drive Call Centrically Center performance
according to your business plan. This application features expert routing algorithm
software from Bell Labs that lets you implement complex customer service, agent
resource, and enterprise planning strategies as a critical formula in Call Center
operations. With CentreVu Advocate, you can transform your Call Center into a
powerful strategic advantage for your enterprise. CentreVu Advocate works in
conjunction with and requires Expert Agent Selection (EAS).
Advocate will provide your Call Center with the most innovative methods and
enhanced flexibility in selecting the optimum agent for a call or the best call for an
agent. With CentreVu Advocate, you determine which call to select the moment an
agent becomes available.
CentreVu Advocate provides the following features:
•
Service Objective
This capability enables you to establish a unique service objective for each skill in
your Call Center. Service Objective can be used to establish different levels of
service for multiple types of calls with various media and priority handling needs.
You can match the service levels your customers expect by combining the power
of your service-level plan with the power of Service Objective.
•
Predicted Wait Time
Predicted Wait Time will enable your Call Center to predict service-affecting
events while minimizing the impact on your key Call Center metrics. By
balancing the average speed of call answering across skills, this feature provides
more uniform customer service levels. By matching the needs of your caller to the
skills of your agent, Predicted Wait Time ensures that all calls are given the best
possible service. Predicted Wait Time will help your Call Center build stronger
customer relationships and will improve your overall Call Center efficiency.
•
Least Occupied Agent
This capability distributes calls evenly across all available agents in order to
balance the workload among those with few skills and those with several skills.
When one or more agents are available, Least Occupied Agent uses agent
occupancy rather than position in an idle agent queue to determine which agent to
select when a call arrives. Least Occupied Agent can help you maintain your staff
by promoting agent fairness and eliminating hot seats.
Overview for Avaya IP600 Internet Protocol Communications Server
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51
BCMS Vu
5
•
Service Level Supervisor with Reserve Agents
Service Level Supervisor gives you the ability to set Estimated Wait Time (EWT)
thresholds for skills and to assign agents as reserve, in the event a skill overruns
its threshold. Service Level Supervisor will override your agents’ normal call
handling preference to assist calls from a skill whose threshold has been
exceeded. This feature allows your Call Center to rapidly adjust to high traffic
conditions with the flexibility of automatically activating predefined Reserve
Agents when a skill is in an over-threshold condition. This feature will improve
your overall efficiency by eliminating the need for your supervisors to manually
intervene when traffic conditions change and by effectively scheduling workloads
for agents with multiple skills.
•
Percent Allocation
Percent Allocation allows you to designate the percentage of time your agents
spend in each skill. Incoming calls are matched to those agents with the “best fit”
based on their allocated skill percentage. By scheduling an agent’s time among
multiple skills, you can better utilize and schedule your agents. Percent
Allocation can also improve agent performance and satisfaction by assuring them
a certain amount of time in each skill.
BCMS Vu
BCMS Vu Release 2 is a 32-bit client/server software application that works with the
Basic Call Management (BCMS) software. The BCMS Vu client runs on Windows
95/98, Windows NT 4.0 or Windows 2000. (BCMS Vu client does not support
Windows 3.1 or later or Windows for Workgroup 3.11 or later.) The BCMS Vu
server runs on Windows NT 4.0 or Windows 2000.
Using BCMS Vu, Call Center managers can:
•
Capture BCMS historical data and store the data on the PC for up to 1 year
(depending on the amount of information being stored)
•
Report on the historical data
•
Monitor the BCMS real-time data in graphical and tabular form
•
Display BCMS real-time data on a wallboard
•
Display text messages on a wallboard
•
Schedule printing of real-time reports
BCMS Vu comes with pcAnywhere software, enabling Avaya’s maintenance
engineers to perform remote diagnostics and maintenance for BCMS Vu.
Note:
52
The Web interface on Avaya IP600 includes the ability to download call
center clients for BCMS Vu.
Overview for Avaya IP600 Internet Protocol Communications Server
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CentreVu CT
5
CentreVu CT
Computer Telephony Integration (CTI) is the linking of telephone communication
systems to personal computers, which can increase productivity and customer
satisfaction through the exchange of information between the PC and the telephone.
CTI applications integrate data processing, data communications, and voice
communications.
Requirements
System requirements for single machines running BCMS Vu and CentreVu CT are:
•
An IBM-compatible Pentium single processor
•
A minimum of 64 megabytes (MB) of RAM for the server (Windows NT or
2000) and 32 MB of RAM for the clients (Windows 95 or 98)
•
A minimum of 500 MB of hard-disk space (recommended)
•
The requirements for disk space on a user’s PC depend on the size of the Call
Center configuration and on the requirements for storing the historical data.
•
10 Base-T network interface card
•
A double-speed (2X) or higher CD-ROM drive
•
A second serial port is required for remote maintenance using pcAnywhere if
connecting to an external modem. A third serial port is required if you are
connected to a wallboard.
•
A PC with:
~ A sound board and speakers are required for CD-ROM training
•
Microsoft Windows NT 4.0 or Windows 2000 is required for BCMS Vu Server
and CentreVu CT and Windows 95/98/NT/2000 is required for BCMS Vu Client.
•
BCMS software installed on Avaya IP600
•
LAN connectivity between the BCMS Vu Server and Avaya IP600
For more information on LAN connectivity and installing BCMS Vu, see the BCMS
Vu Software Release 2.0 Version 2 Installation Guide.
Note:
The Web interface on Avaya IP600 includes the ability to download call
center clients for BCMS Vu and CentreVu CT.
Overview for Avaya IP600 Internet Protocol Communications Server
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53
CentreVu Call Management System (CMS)
5
CentreVu Call Management System (CMS)
The performance of the CentreVu Call Center is critical to your business success. The
CentreVu Call Management System (CMS) supplies the tools needed to use the
knowledge of the present as well as the past to improve performance in the future.
Call Center supervisors and managers can answer questions about call handling,
agent workload, and traffic capacities to create a Call Center that delivers maximum
productivity while controlling expenses.
CentreVu CMS offers you one of the most comprehensive and advanced Call Center
management systems in the industry. CentreVu CMS has sophisticated control
mechanisms and reporting capabilities for effective management of Call Centers of
all sizes, including multi-location operations.
CentreVu CMS provides a comprehensive array of real-time and historical reports on
virtually every aspect of Call Center operations. Managers can get real-time reports,
updated as often as every three seconds, and historical reports that summarize call
data into daily, weekly, or monthly totals.
Enhanced features built into the standard software include customization of real-time
and historical reports, exception notification, and the ability to design, test, change,
and store call vectors in real-time. These features allow your Call Center managers to
fine-tune the Call Center on the fly to maintain peak performance levels. You will be
able to quickly:
•
Analyze trends
•
Establish performance benchmarks
•
Plan new marketing or customer service campaigns
•
Match personnel resources to caller volumes and skill needs
•
Identify areas for productivity gains and cost savings
•
Identify training needs by agent and application
Optional features include Multiple ACD reports and “what if” forecasting. CentreVu
CMS provides the information needed to manage the people, traffic load, and
equipment in an ACD environment.
CentreVu CMS operates on a Sun SPARCserver or Ultra enterprise 3500 platform
with a high performance reduced-instruction-set computer (RISC) processor in
conjunction with the ACD features of CentreVu Call Center. Status information is
sent to CentreVu CMS from the Avaya IP600 while ACD activities are in progress.
This information includes specific event data on calls by agent, agent group, station,
queued calls, trunks, trunk groups, and agent actions. With optional Call Vectoring,
vector and Vector Directory Number (VDN) data is also tracked and stored. CentreVu
CMS provides the information needed to manage the people, traffic load, and
equipment in an ACD environment.
Note:
54
Avaya IP600 does not support the CMS High Availability option.
Overview for Avaya IP600 Internet Protocol Communications Server
555-233-001 — Issue 5 — November 2000
CMS add-on packages
5
CMS add-on packages
The following sections describe CMS add-on packages:
•
CentreVu Supervisor
•
CentreVu Explorer II
•
CentreVu Visual Vectors
CentreVu Supervisor
CentreVu Supervisor is an effective management tool that expands the capabilities of
the CentreVu Call Management System (CMS). CentreVu Supervisor gives call
center managers access to these capabilities and much more — all from the
convenience of a desktop or laptop PC.
Now you can view your Call Center through a user-friendly, graphical user interface
(GUI). With CentreVu Supervisor, the powerful capabilities of CentreVu CMS are
expanded to provide a variety of administrative tools and reports to maximize your
Call Center performance. CentreVu Supervisor enables you to:
•
Generate status reports in full customizable color graphical formats that are easy
to interpret at a glance
•
Perform administration tasks easily using a mouse versus a series of commands
•
Run other PC applications while actively monitoring Call Center conditions
•
Create thresholds for each individual supervisor or manager
•
Connect to a LAN allowing a CentreVu Supervisor user to print reports on any
network printer for which the user has permissions
•
View reports on the Web, saving time and distribution costs
•
Schedule reports, printing and other administrative operations at a later time
•
Access multi-site, real-time reporting for optimal Call Center management
CentreVu Supervisor gives Call Centers access to these capabilities from the
convenience of desktop PC supported by Windows 95, Windows 98, or Windows NT
4.0.
The recommended PC configuration to support Call Center client applications in a
Windows environment is:
•
Processor: Pentium 133 MHz or faster
•
RAM: 48 megabytes
•
Resolution: SVGA with a graphics adapter supporting 16-bit color (64K colors)
or higher, with 800 x 600 resolution or higher
•
Available free disk space: 30 megabytes or more before installation of CentreVu
Supervisor (English)
•
Communications: TCP/IP protocol stack
Overview for Avaya IP600 Internet Protocol Communications Server
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55
CMS add-on packages
5
CentreVu Explorer II
CentreVu Explorer II takes your CentreVu CMS reporting capabilities to the next
level by providing a more granular view of agent and call activity throughout your
call center operation. CentreVu Explorer II is an optional, server-based application
that collects and stores the historical information that is gathered in CentreVu CMS.
Using standard web-browser software and CentreVu Explorer II’s graphical user
interface, you can easily access CentreVu Explorer’s unique query and reporting
capabilities from virtually any client PC.
CentreVu Explorer II gives your Call Center the following advantages:
•
Cradle-to-Grave Reporting
All queries result in the return of accurate information produced by your Call
Center. With CentreVu Explorer II, you have a complete view of all touch points
for a caller, including the number of times the caller was transferred or placed on
hold plus each call’s total hold and call-handling time for the caller for months
and even years after the actual call was received.
•
Continuous Query Engine
CentreVu Explorer II’s query engine enables thousands of query combinations to
transform your current Call Center information into strategic knowledge.
•
Reporting Engine
Common queries can be created and shared with all system users for efficient and
consistent reporting.
•
Efficient Automatic Number Identification (ANI) Analysis
CentreVu Explorer II implements powerful analysis and queries of ANI.
•
Customer Classification
Using Information Indicator (II) digits, available with ISDN, CentreVu Explorer
II allows the analysis of a call’s origin, identifying customers who call from pay
phones, prisons, hotels, coin, and cellular phones (to mention a few).
•
Abandoned Call Analysis
CentreVu Explorer II provides details not only for callers who abandon the queue,
but also those callers who abandon while placed on hold by the agent. Without
expensive custom software, information is rarely available regarding callers who
abandon a Call Center.
•
Special Call Treatment Analysis
CentreVu Explorer II tracks and stores unique call events such as calls marked as
malicious, calls having audio problems, or calls that were service observed.
Detailed call information, along with the CentreVu Explorer II software, is stored on
a Microsoft Windows NT server with SQL 7.0 connected to the Call Center’s local
area network (LAN). Call Center personnel simply use their desktop PCs, equipped
with standard Web browsers, to access the server and retrieve, sort, and analyze call
data stored in the CentreVu Explorer II’s local database. CentreVu Explorer II
enables you to track how each and every incoming call was handled.
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CMS add-on packages
5
You can use your Windows-based workstations with a Web browser to connect to the
LAN and use the CentreVu Explorer II GUI to access the local database and access
details such as how many times a call has been put on hold or transferred, and by
whom. With CentreVu Explorer II, your Call Center managers can select and analyze
a comprehensive array of detailed call criteria, produce a variety of reports, and
perform database administration, all from the convenience of their desktop PCs.
CentreVu Explorer II transforms valuable CentreVu Call Center information into
powerful knowledge. With CentreVu Explorer II, you can feel confident that you’re
making informed decisions and evaluating your business armed with all the
knowledge available to you.
CentreVu Visual Vectors
CentreVu Visual Vectors is a client application that communicates with CentreVu
CMS through CentreVu Visual Vectors server software residing on the CMS
platform. CentreVu Visual Vectors is a Java application that provides a GUI for
creating and editing vectors and administering VDN assignments. Icons are provided
for vector steps, with the capability to display actual vector contents in text format.
Customers can use “drag and drop” operations to construct or edit vectors. Additional
information can be associated with the vector steps. For example, comments can be
attached with descriptions of announcements or route-to destinations. The vector
editor can be used in a standalone mode to create or edit vectors and store them in a
local scratchpad on the client for later installation on an ACD.
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CentreVu Compact Call Center Solutions Packages
5
CentreVu Compact Call Center Solutions Packages
The CentreVu Compact Call Center solutions are an easy and cost-effective way for
businesses to implement small Call Centers. Two packages are available:
•
Basic Package
The Basic Package offers the following features:
~ Support for 6, 12, 25, or 50 agents
~ DEFINITY Release 9 and Release 9 Deluxe Call Center software Right-to-Use
(RTU) license
~ Basic Call Management System RTU license
~ BCMS Vu Release 2 single-user license
~ CD-ROM-based ACD/Vectoring training
~ CD-ROM-based Basic Call Management System administrative training
•
Enhanced Package
The Enhanced Package offers the following features:
~ Support for 6, 12, 25, or 50 agents
~ Deluxe Call Center software RTU license
~ Basic Call Management System RTU license
~ BCMS Vu Release 2 single-user license
~ CD-ROM-based ACD/Vectoring training
~ CD-ROM-based Basic Call Management System administrative training
~ Avaya IP600 Integrated Announcements are activated to enable delayed
announcements
~ Avaya IP600 Call Classifier circuit pack, which enables calls centers to offer
callers simplified call prompting capabilities for basic menu selections and
routing options without the need for a CONVERSANT system
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6 Wireless Solutions
Most businesses today struggle to improve customer service and increase profits while controlling staff size and
costs. To maintain a balance between service and costs, employees must be more productive, responsive, and
mobile in performing their jobs. Wireless solutions offer cost control by:
•
Reducing time and resources paging employees
•
Not having to interrupt work to find a telephone
•
Not having to rush to answer calls
•
Not having to be tethered to a desk waiting for an important call
Reliable wireless tools remove the fear of losing customers who cannot reach you at your desk.
Avaya is the top U.S. provider of wireless solutions for business. Avaya’s cordless telephones and speakerphones
provide the freedom to place and receive calls while out of the immediate work area. Avaya’s Mobility Solutions
offer a range of options, from cordless telephones to integrated cellular business systems that greatly enhance the
flexibility of wireless services.
Note:
Some applications and products are unavailable in some countries. Please
check with your local distributor for further information about features
and applications available to you.
Medium-Range mobility
The TransTalk 9000 depicted in Figure 4 on page 60 is a multiline, single- or
multizone solution that allows you to roam up to 700 feet (213 meters) from the base
station. In most business environments it covers up to 500,000 square feet (45,000
square meters).
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59
Medium-Range mobility
6
Figure 4.
TransTalk 9000
Powe
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1
2
3
4
5
6
7
8
9
10
cydptt9 LJK 110600
TransTalk 9000 is available in two configurations:
•
Complete System: carrier that holds up to six radio modules, MDW 9031
pocketphone, and corresponding charging cradles, radio modules, and holsters
•
Stand-alone: a single radio module, wireless telephone, charging cradle, and
holster
Avaya’s wireless telephones offer the following features:
60
•
Crystal-clear voice quality
•
Consistent privacy and secure operation
•
Intercom feature
•
Conference and transfer capabilities
•
Programmable feature buttons
•
Automatic registration
•
Trouble lights
•
Extended battery life
•
Battery pack and optional battery backup
•
Rapid battery charger (2½ hours)
•
Dynamic power adjustment
•
Mute button
•
Mobility-range test capabilities
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Long-Range mobility
6
Long-Range mobility
Avaya offers two powerful long-range solutions for contact with customers,
coworkers, and suppliers from anywhere in the office. In both systems, overlapping
zones enable mobility without changing telephones. (See Figure 5.) The telephone
connection is “handed off” from one transmitter to another, as directed by a single
radio controller.
Figure 5.
Long-Range mobility
Powe
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1
2
3
4
5
6
7
8
9
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cydplora LJK 110600
The DEFINITY Wireless Business System PWT, when integrated with Avaya IP600,
offers inherent efficiencies.
This solution is supported by a patented software product unique to the wireless
industry. Avaya’s Wireless System-Engineering Expert-Design System analyzes a
building or campus space and determines how the wireless system should be
configured. By determining the ideal location for base stations within the structure or
structures, this software simplifies one of the most difficult aspects of wireless
implementation — ensuring maximum efficiency and lower lifecycle costs.
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DEFINITY Wireless Business System PWT
6
DEFINITY Wireless Business System PWT
The DEFINITY Wireless Business System PWT relies on Avaya IP600 to manage
mobility. It uses Personal Wireless Telecommunications-based technology, which is a
leading protocol in the United States. This protocol permits up to 12 simultaneous
conversations per base station and defines the radio interface between the portable
telephones and the base stations in the system.
The DEFINITY Wireless Business System PWT is fully integrated with Avaya
IP600, offering full access to Avaya IP600 features. This configuration has the
following maximum capacities:
62
•
1500 wireless telephones
•
240 base stations
•
7,000 to 40,000 calls per busy hour (depending on Avaya IP600 configuration)
•
6 million square-foot (360,000 square-meter) coverage area
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7 Computer Telephony Integration
Computer Telephony Integration (CTI) is the linking of telephone communication systems to personal
computers, which can increase productivity and customer satisfaction through the exchange of information
between the PC and the telephone. CTI applications integrate data processing, data communications, and voice
communications.
Avaya IP600 supports the following types of CTI applications.
•
Server-based solutions, which require the Avaya CentreVu Telephony server, the
co-resident DEFINITY LAN Gateway (DLG) function (which resides on the
Avaya IP600 TN795 Processor circuit pack) and connectivity to DLG via the
TN795 Processor circuit pack, or optionally via the TN799C C-LAN board.
•
Avaya IP Softphones, which enable users to control telephone calls (both
incoming and outgoing) directly from a personal computer.
•
www.messenger, which provides quick and easy access to your telephone, fax,
and text messages through your Web browser.
Server-based solutions
Avaya IP600 supports third-party CTI applications via ASAI and TCP/IP links. These
CTI links are supported on Avaya IP600 via the DEFINITY LAN Gateway
functionality, which is co-resident on the Avaya IP600 Processor board (TN795).
The co-resident DEFINITY LAN Gateway supports one ASAI link. The ASAI link is
normally routed from the CTI Server (an external Windows NT or Windows 2000
server) running CentreVu to the TN795 Processor circuit pack via TCP/IP.
For security reasons, the link may be routed from the CTI Server to a C-LAN board
(TN799) in the Avaya IP600 system. The C-LAN board requires use of one additional
slot in the Avaya IP600 cabinet. The maximum message rate over the ASAI link is
100 messages per second full duplex, regardless of whether the link is going directly
to the TN795 Processor board or being routed via a TN799 C-LAN board.
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Third-Party applications
7
Third-Party applications
All third-party CTI applications are supported by Avaya IP600, except for those that
require adjunct routing. The following is a list of some CTI applications that are
currently available. Availability varies by country.
•
Intuition
Intuition is designed to be a cost-effective software application providing easier
entry into CTI for small Call Center customers. Intuition automates the business
process by using sophisticated rules-based intelligence. It “listens” for events
such as inbound and outbound calls, Dynamic Data Exchange (DDE), hot key and
time-based events, then applies the rules you define. For example, you can define
an Intuition Rule that runs a script or opens a spreadsheet when you get a call
from a stockbroker.
While Intuition is similar to Sixth Sense, Intuition integrates closely with
SoftPhone Agent v.5 and includes the following features:
~ Script Recorder for creating scripts by recording user keystrokes
~ Simulation for telephony events
~ Auto-attendant support for scriptless call handling
~ Enhanced User Interface
•
FastCall Agent 3.0
FastCall Agent is the next generation of Avaya’s CTI middleware product called
FastCall. The new release is designed to offer even easier installation and
usability. FastCall Agent provides a broad range of CTI functionality without
requiring changes to applications or development of custom software programs.
FastCall Agent resides between the telephone system and computer applications –
thus the term “middleware.” This approach allows the agent to enable these
applications with inbound and outbound CTI capabilities without computer code
changes within the application itself. This provides a great degree of flexibility
for companies with multiple departments, particularly when each department has
a different application.
In addition, changes to the application do not affect FastCall Agent. FastCall
Agent can be reconfigured to adapt to a new application quickly and easily.
FastCall Agent “screen pops” populate a call center agent’s Windows-based
application screen based on the calling number (ANI), called number (DID,
DNIS, ACD group, or other telephone system identifier), or the caller’s touch
tone input as the incoming call is received. These applications could include
databases, help desk packages, sales force automation programs, personal
information managers (PIMs), contact managers, word processors, spreadsheets,
customized inquiry systems, or a combination of these applications.
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8 Enterprise Class IP Solutions
The capabilities and applications of Avaya IP600 are extended with the introduction of Enterprise Class IP
Solutions (ECLIPS). ECLIPS supports audio/voice over a LAN or WAN, and it ensures that remote workers
have access to communication system features from their PCs.
Although voice quality can and will vary based on LAN conditions, Avaya IP600 offers features that enable
management of the quality of voice communications. Avaya IP600 supports 3 Quality of Service methods:
•
IP standard, Differentiated Services (DiffServ) — sets Type-of-Service (TOS) in
IP header of voice packets
•
Ethernet standard 802.1 p/q — sets priority level in the layer 2 Ethernet packet
header
•
UDP port range administration — ports largely dedicated for voice packets
IP trunk bypass to PSTN trunk is also supported with administrable thresholds for latency and packet loss.
This release also introduces hairpin and IP-IP direct connections, two features that make voice communications
more efficient. These features increase the efficiency of voice communications by reducing both per port costs
and IP bandwidth usage. Hairpin connections reroute the voice channel connecting two IP endpoints, so that the
voice goes through the media processor board in IP format, thereby bypassing the DEFINITY TDM bus. IP-IP
direct connections route the voice channel connecting two IP endpoints by sending the voice directly through the
LAN or WAN between the two endpoints, instead of carrying a mixed connection of IP signaling and TDM bus
signaling.
To maximize voice quality using ECLIPS, 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.
Avaya IP600 supports a trunk configuration, four types of softphones, and three models of IP telephone, using
the TN2302AP, which is an IP-media processor circuit pack. The TN2302AP IP media processor provides H.323
trunk connections and H.323 voice processing for IP telephones. The features that use the TN2302AP also
require the TN799C C-LAN circuit pack.
Trunks
ECLIPS support the TN2302AP IP media processor, which enables H.323 trunk
service using IP connectivity between two DEFINITY systems. The H.323 trunk
groups can be 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.
Up to 64 Avaya IP600s can be networked through DCS with full feature
transparency. More than 1000 Avaya IP600s can be networked with near full feature
transparency. Avaya IP600s network seamlessly with DEFINITY systems.
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Avaya IP Softphones
8
Avaya IP Softphones
Avaya IP Softphones operate on a PC equipped with Microsoft Windows 95/98/NT
and with TCP/IP connectivity to the Avaya IP600. Avaya IP600 used with Avaya
IP Softphones offers enhancements to information display, security, and
serviceability. For example, the administrator can obtain information about the Avaya
IP Softphone connection type and can list registered IP stations.
Release 2 introduces the improved audio quality via i-Clarity and a call-bar option for
the visual graphical user interface (phone picture is already available). A lightweight
directory access protocol (LDAP) client allows access to LDAP-compliant databases.
The Avaya IP Softphone Release 2 is CTI/TAPI compliant.
Multiple call appearances, conference, transfer, hold, mute, redial, and volume
control are provided by the Avaya IP Softphone. Access to DEFINITY station
features is standard. Multiple audio voice codecs are supported as well as
multilanguage.
ECLIPS supports the following four softphone applications: Road Warrior,
Telecommuter, CentreVu IP Agent, and Native H.323.
Road Warrior
Enables use of the full 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 the Avaya IP600 over an IP network. The single network
connection between the PC and Avaya IP600 carries two channels, one for the
signaling path and one for the voice path. On the Avaya IP600, the road-warrior
application requires the TN799C C-LAN circuit pack for signaling and the
TN2302AP IP Media Processor for voice processing.
Telecommuter
Enables telecommuters to use the full Avaya IP600 feature set from home. It consists
of a PC and a telephone with separate connections to Avaya IP600. 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
TN799C C-LAN circuit pack for signaling. The telecommuter application does not
use the TN2302AP IP Media Processor.
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Avaya IP Telephones
8
CentreVu IP Agent
Provides a variation of the telecommuter application. CentreVu IP Agent emulates an
Avaya set and provides use of the call end capabilities required for Call Center
operations from a remote location, such as the agent’s home.
Native H.323
This is an IP-connected softphone running off-the-shelf H.323 software. It operates as
a single-line phone with limited features, which are activated by Feature Access
Codes.
Avaya IP Telephones
The 4600-series Avaya IP telephones use the IP technology with Ethernet line
interfaces and downloadable firmware. These telephones emulate DCP 6400-series
telephones and provide all of the same features except for the group listen
speakerphone feature. The first release of the 4600-series Avaya IP telephones uses
the dual connection architecture to register and communicate with the Avaya IP600
switch. This series of telephones includes the 4606, 4612, and 4624 models.
Avaya R300 Remote Office Communicator
Avaya R300 Remote Office Communicator (Avaya R300) is a product that acts like a
simple switch at the remote site to connect remote stations and local access trunks.
The Avaya R300 unit supports VOIP and DCP, as well as analog line and trunk
connections. In addition, each Avaya R300 unit supports 12 remote dial access data
channels. An Avaya IP600 switch can support up to16 Avaya R300 units.
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Avaya R300 Remote Office Communicator
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9 Telecommuting/Virtual Office
Avaya’s research and independent industry studies show that telecommuters are generally 15 to 30 percent more
productive. Telecommuters convert travel time into productive work time, are less likely to be distracted by
normal office routines, and frequently end up working longer hours with greater output. During severe weather,
telecommuters can continue working while others are stuck at home without access to work-related systems and
tools.
Special Avaya IP600 system modules are available for telecommuting workers. In addition, many standard
Avaya IP600 and voice messaging features are effective for telecommuters.
Avaya IP600 features for telecommuting
Avaya IP600 includes several features that make telecommuting more convenient.
See ‘‘Avaya IP Softphones’’ on page 66
Remote Call Coverage/
Call Forwarding Off-Net/Coverage of Calls Redirected Off-Net
Remote Call Coverage and Call Forwarding Off-Net allow calls to be redirected to a
remote location. This allows calls that are placed to your office telephone number to
be redirected to your home office. If not answered, you can administer the system to
monitor calls and retrieve them for additional processing, or leave calls at the remote
location. There is a one-second delay before the caller connects to the remote
telephone.
Extended User Administration of Redirected
Calls (Telecommuting Access)
Extended User Administration of Redirected Calls (also called Telecommuting
Access) allows you to change the active call coverage path or forwarding extension
from any on-site or off-site location. This feature allows you to change the path or
extension from your home office.
Personal Station Access
Personal Station Access allows you to transfer telephone station preferences and
permissions to any other compatible telephone. Preferences can include the definition
of terminal buttons, abbreviated dial lists, and Class of Service and Class of
Restrictions permissions. It can be used on-site or off-site using DEFINITY Extender.
This feature has several telecommuting applications. For example, several
telecommuting employees can share an office on different days of the week.
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Pipeline 15
9
Station Security Codes
Station Security Codes protect access to telephone stations and can be changed by the
telephone users. This feature allows you to ensure protection of your console features.
All of these features are described in detail in DEFINITY Enterprise Communications
Server Release 9 Administrator’s Guide, (555-230-506), which is on the
documentation CD under the following feature names:
•
Call Coverage
•
Call Forwarding
•
Extended User Administration of Redirected Calls
•
Personal Station Access
•
Station Security Codes
Pipeline 15
The Ascend Pipeline 15 is an Integrated Services Digital Network-Basic Rate
Interface (ISDN-BRI) terminal adapter that provides single user access to remote
services, such as corporate headquarters, intranet, or the internet over an ISDN-BRI
line. The Pipeline 15 supports high-speed digital connections while simultaneously
offering two analog ports for sharing the ISDN-BRI line with analog devices such as
a telephone, fax machine, answering machine, and/or modem. By combining separate
transmission services over a single line, the Pipeline15 allows users to consolidate
billing and achieve superior consolidated performance.
Installing and configuring the PipeLine 15 is easy. The Pipeline 15 connects to an
IBM-compatible PC, Macintosh, or UNIX workstation via an RS-232 serial cable and
has a powerful graphical user interface that lets users set up and configure their unit in
less than 15 minutes.
The Pipeline 15 supports integrated Multilink PPP, Multilink Protocol Plus, and
Bandwidth Allocation Control Protocol, which will save users money each year by
dynamically adding and subtracting bandwidth based on need. The Pipeline 15 also
supports caller line ID devices on its two analog ports and advanced analog calling
features such as hold, drop, conference, and transfer.
Additionally, a comprehensive series of Pipeline and SuperPipe access routers are
available.
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DEFINITY Extender
9
DEFINITY Extender
DEFINITY Extender is a single-box remote voice and data solution for
telecommuters, remote agents, and branch offices using Avaya IP600. DEFINITY
Extender helps increase the productivity and performance of remote workers by
allowing them to access the features of the Avaya IP600 system and their corporate
LAN. With the DEFINITY Extender, remote voice access is just as simple as remote
data access for off-premises employees.
The DEFINITY Extender product family provides off-site employees with all of the
features of their Avaya IP600 system, no matter where they are located, over analog
or ISDN-BRI connections. A switch module located at the Avaya IP600 location and
a remote module located at the off-premises location are all you need to provide an
off-premises employee with full voice and data communications functionality.
AUDIX features for telecommuting
The following AUDIX features are useful for telecommuting:
•
Multiple Personal Greetings allow subscribers to prepare a pool of up to 9
personal greetings to save time and provide personalized customer service.
Separate messages can indicate the subscriber is on the telephone, away from the
desk, or on vacation.
Note:
Multiple Personal Greetings only works in a centralized environment.
With the Mode Codes interface, you cannot set up separate internal and
external greetings.
•
Outcalling automatically dials a prearranged telephone number or pager when
messages are received in a user’s mailbox. The system tells whoever answers that
messages have been received and allows them to log in to the AUDIX system.
•
Priority Outcalling provides outcalling notification of priority messages only.
This allows the telecommuter to be relatively undisturbed by notifications of
messages that do not require immediate attention.
•
Call Answering for Nonresident Subscribers provides AUDIX system mailboxes
for remote users who do not have a telephone but do have an extension number on
Avaya IP600.
For example, when working at home, you set Priority Outcalling so the system will
call you when you have messages marked “priority” by the caller. Then you activate a
personal greeting that says something like, “Thanks for calling. I’m working away
from the office today. I’ll be checking voice mail periodically, so please leave a
message. If your message is urgent, press 2 after recording it. This will give your
message priority status. The system will notify me of your priority message almost
immediately.”
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AUDIX features for telecommuting
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10 System Administration
Avaya IP600 offers a variety of modular tools for managing your system.
Telephone and facility administration features allow you to administer telephones, computers, facilities, and
features throughout your system or network. Traffic management features allow you to measure, manage, and
report on the voice and data communications traffic throughout your system or network. Maintenance features
allow you to view the health of your system and perform maintenance procedures on your own system.
Avaya’s broad system management philosophy extends Avaya IP600’s power and flexibility into the tools for
managing the system. These tools are based on the user-friendly architecture that is the hallmark of Avaya’s
DEFINITY products.
DEFINITY Site Administration
Avaya IP600 applications are pre-loaded on the hardware platform. The actual set up
of customer translations are administered through DEFINITY Site Administration
(DSA), which is integrated into the hardware platform. DSA is a general-purpose
system management tool that simplifies basic administration. With this application,
users can easily navigate, display, add, modify, and/or remove the Avaya IP600
system and related objects. The standard SAT (system administration terminal)
interface is still available for use through SAT emulation.
DSA streamlines common system administration tasks by providing:
•
Shortcuts to administration commands
•
The ability to schedule tasks to run at a later date
•
The ability to print button labels
•
The ability to easily create AUDIX subscribers with either a default mailbox or a
custom mailbox
DSA provides a Windows 32-bit graphical user interface and runs on Windows 95,
Windows 98, and Windows NT 4.0 or later. Designed to support DEFINITY AUDIX
and INTUITY AUDIX systems, DSA requires an active Avaya IP600 or AUDIX
connection for proper operation.
DSA provides the following functionality:
•
Browser
The Browser provides navigation and access to features and services. The user
creates hosts and related data objects and accesses the Avaya IP600 and/or
AUDIX hosts from the Browser. The Browser is based on a standard tree view
and forms the central user interface component in DSA.
•
Emulation
DSA’s emulation support includes AT&T 4410 and provides the most basic form
of system administration.
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DEFINITY Site Administration
•
10
Graphically Enhanced DEFINITY Interface (GEDI)
The GEDI feature provides users with a Windows-like interface to:
~ Add objects
~ Remove objects
~ Change objects
~ View the status of objects
~ Duplicate objects
~ Test objects
~ Generate tasks that may be scheduled to run at a later date and time
•
Scheduler
The Scheduler lets users specify a task to run at a specific date and time. A task is
a collection of one or more operations that users specify to run at a predetermined
time. Tasks are generated from either the Graphically Enhanced DEFINITY
Interface, the Add User Wizard, or Call Accounting Data Export.
•
Event Log
The Event Log allows users to view the results of running and completed tasks.
•
Job Viewer
The Job Viewer allows users to view the task or job status while it is being
executed. The Job Viewer also shows the queue of jobs to be run.
•
Button Label Printing
The Button Label Printing feature lets users print button labels for the handsets
using a standard Windows laser printer. This feature also provides a graphical
print preview. The Button Label Printing feature supports printing multiple labels
of the same type.
•
Add User Wizard
The Add User Wizard assists in creating station and subscriber details by
automatically providing help such as available extensions and ports and allowing
users to base the creation on an existing template.
•
Call Accounting Data Export
The Call Accounting Data Export feature lets users export information on
stations, trunks, agent login identification, Authorization Codes, and trunk
circuits from the Avaya IP600 system to share with any third party call accounting
program that supports DSA.
•
Import/Export Capability
DSA provides easy graphical exporting and importing of agent login, coverage
paths, hunt groups, data modules, stations, trunk groups, and VDNs. Users can
export data fields to databases such as Microsoft Excel. Users can then change the
data, import the data back into DSA, and then resend the data to the Avaya IP600
system. The import/export capability can also assist users in creating corporate
directories and custom reports.
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DEFINITY Site Administration
•
10
Global Change Capability
The global change capability lets users select and change field values in one or
more of the following objects that matches a search filter:
~ Agent login ID
~ Coverage path
~ Data module
~ Hunt group
~ Station
~ Trunk group
~ VDN
•
Create Station Templates Wizard
The Create Station Templates wizard steps users through instructions on how to
create station templates.
•
Add Bridged Appearances Wizard
The Add Bridged Appearances wizard steps users through instructions on how to
add bridged appearances to telephones.
•
Out-of-Service Trunks
The Out-of-Service Trunks feature creates a task that checks periodically for outof-service trunks. If an out-of-service trunk is found, the users are notified either
in the DSA message box or by email.
•
Reports
DEFINITY Site Administration provides the following reports:
~ Browse Dial Ranges lets users quickly and easily view the complete dial
ranges in the Avaya IP600 system.
~ Browse Stations lets users quickly view all assigned stations in the Avaya
IP600 system.
~ Browse Unused Ports lets users view the available ports in the system.
~ Find Unused Extension lets users view unused and available extensions.
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Administration
10
Administration
Avaya IP600 includes features that simplify and accelerate the administration
process.
Portless Administration/Administration Without Hardware
The Administration Without Hardware feature offers the capability to administer
station forms without specifying a port location. Administered stations will not cause
alarms or errors when the station is translated but not yet installed. These station types
are referred to as “phantom” stations. Phantom extensions are used for Automatic
Call Distribution Dialed-Number Identification Service (ACD-DNIS). This feature
allows a phantom extension to be administered on the switch for each call type that
needs to be identified to agents. The phantom ACD extension is either “call
forwarded” (via an attendant console) to an ACD split or has its coverage path
defined to include the ACD split. The name field administered for the phantom
extension will identify to the ACD agent which service the caller is attempting to
reach, allowing the agent to properly address the caller.
The Administration Without Hardware feature also supports the ability to store
station templates (models). These can later be used with the duplicate station
command to implement many station forms of the same type in the switch.
The Administration Without Hardware feature can be used to streamline system
initializations, major additions, and rearrangement/changes by allowing telephone
translations to be entered before the actual ports are assigned.
The Administration Without Hardware feature can be used on the following
telephone types:
•
Analog telephones
•
Digital Communications Protocol (DCP) telephones
•
Hybrid telephones
Avaya IP600’s configurations support telephone types in addition to those listed
above. These include:
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•
Attendant consoles
•
Voice/computers (such as DCP telephones with voice and data capabilities)
•
Data modules
•
Analog queue warning ports
•
Announcement circuit packs
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Scheduling
10
Automatic Station Relocation/Terminal Translation Initialization
Terminal Translation Initialization (TTI) is a feature that works with the
Administration Without Hardware feature. TTI is part of the Portless
Administration/Administration Without Hardware feature, but can also be a standalone feature. TTI associates the terminal translation data with a specific port location
through the entry of a special feature-access code, a TTI security code, and an
extension number from a telephone that is connected to a wired — but untranslated —
jack.
After a telephone is connected to an appropriate jack, the telephone user can dial the
appropriate codes followed by a pretranslated extension number of an Administration
Without Hardware telephone. The system will complete the administration of the
telephone by associating the translation data with the port location and performing
appropriate checks.
TTI reduces labor associated with system initializations, major additions,
rearrangement and changes, and building wiring. Translation data entry can be
performed without knowledge of the physical layout of circuit packs. End-users can
move their own station equipment if a building is wired to support it, reducing costs
for station moves. Individual lines need only be wired to the correct type of port,
rather than to a specific port.
System administrators maintain control over the use of TTI through security codes.
TTI and when they use it.
Scheduling
Avaya IP600’s functional scheduling allows you to specify the time a command will
be executed or specify that it should be executed on a periodic basis. Only commands
that do not require user interaction after being entered on the command line (such as
list, display, test) can be scheduled.
Avaya IP600 also supports scheduling of “one shot” requests — commands that are
executed only once and are then removed from the scheduling queue automatically by
the feature, such as save translation commands.
Functional scheduling enhances administration. For example, scheduling of save
translations is particularly important when large numbers of translation changes are
made during the day and ensures they will be saved to tape at the specified time. The
“one shot” report is particularly useful for scheduling large print jobs at night that are
normally run only once.
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Basic reporting
10
Basic reporting
Avaya IP600 has built-in capabilities for generating reports. These reports are
available without special hardware or software.
•
System Measurements reports supply information on the status of all
communication facilities. These reports help determine the efficiency of
resources, including (but not limited to) trunk groups, hunt groups, and the
attendant group.
•
System Status reports supply information associated with the attendant group,
major and minor alarms, and traffic measurements.
•
The Recent Change History feature reports on the most recent administration and
maintenance commands entered. Avaya IP600 also supplies:
~ New site data on the station form. New fields include the set color, building,
floor, and headset. In addition, user-defined validation checks are provided for
a subset of the site data items.
~ Scaling enhancements, as well as a ranging and filtering capability, for large
switches. These enhancements allow your system administrator to restrict data
reporting to only the desired amount of switch parameters.
Avaya IP600 also includes the following reports:
•
The Class of Restriction report lists the extensions that have a particular Class of
Restriction value or that fall within a range of Class of Restriction values.
•
The Class of Service report lists the extensions that have a particular Class of
Service value or that fall within a range of Class of Service values.
•
The Site Data report lists, by extension, the site data associated with stations in
the system. Ranging and filtering capabilities are provided for selected site fields.
Performance measurements
A number of performance measurements are available on Avaya IP600. These
measurements are available 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:
•
Socket; DSP; packet loss reports for managing Voice over IP
•
Call Coverage reports
•
Coverage Points
These measurements can be used to engineer group sizes at coverage points and
to detect station user abuse of the call-coverage feature.
•
Processor Occupancy report
These measurements are listed for the last hour, today’s peak hour, and
yesterday’s peak hour.
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Performance measurements
•
10
The Traffic Summary report offers additional measurements that help configure
the switch, determine the switch’s capacity for growth, and report unauthorized
switch-access attempts.
These measurements can be used to verify that your system and its users are not
experiencing performance degradation due to overloaded switch resources.
•
Attendant Position report
•
Security Violations report
•
Tandem Traffic report
The following measurements are useful in helping you evaluate the network
engineering design for possible reconfiguration. They can help you decide how to
reconfigure networks for lower-cost operation.
•
Hunt Group Measurements
•
Automatic Route Selection Pattern Measurements
•
Trunk Group Detailed Measurements
The following measurements and reports are needed for engineering and load
balancing a large switch. These measurements include:
•
Blockage Study report
•
Port Network and Link Usage
All of these measurements are accessible to an external host via the operation support
system interface.
ECS Reports Generator
The ECS Reports Generator is an easy-to-use, graphical reporting tool that does the
following:
•
Maintains a location database of all the systems managed (in addition to Avaya
IP600, it supports DEFINITY Enterprise Communication Systems)
•
Provides automated connections via predefined scripts to the various systems
•
Captures all predefined reports immediately, or schedules off-peak downloading
to your personal computer
•
Creates faxable order forms and keeps a record of all purchases for all systems in
the network
•
Provides cut-through administration capability with a 513 terminal emulator
•
Provides flexible sorting and formatting options for report display and export to
other applications
•
Provides an easy-to-navigate interface, with simple setup procedures
The scheduler can be used for off-peak, automatic polling of systems for daily reports
required for monitoring your Avaya IP600 environment. It can also be set up to
invoke special scripts or personal computer applications.
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Call Charge information
10
The ECS Reports Generator produces all standard reports, plus the following:
•
The Unused Extension Report shows all unused extensions.
•
The Configuration Pictorial graphically depicts your system, with cabinet, carrier,
and slot representation. It maps the station data to the configuration data so you
can easily determine where stations are assigned for a port on a circuit pack. You
can easily see which ports are free on which slots and what the port names are.
•
The Configuration Summary provides a total system inventory with totals of
circuit packs in use and the total number of free ports. It also recommends ways
to consolidate and conserve resources.
•
The Station Reports allow you to sort station data in a variety of columns.
•
The Phone Directory allows you to create and maintain a directory list for general
distribution. You can define some extensions as unlisted, and they will not be
printed in the directory.
•
The Out of Service Trunks report notifies you during off-peak hours of any trunks
that are not functioning.
All of these reports can export data formatted for use by other database management
applications.
Call Charge information
Avaya IP600 provides two ways to know the approximate charge for outgoing calls:
•
Advice of Charge — For ISDN trunks
Advice of Charge collects charge information from the public network for each
outgoing call. Charge advice is a number representing the cost of a call; it is
recorded as either a charging or currency unit.
•
Periodic Pulse Metering — For non-ISDN trunks
Periodic Pulse Metering accumulates pulses transmitted from the public network
at periodic intervals during an outgoing 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 information 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 telephone calls, encouraging them
to save money on toll calls.
Note:
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This is unavailable in some countries. Please check with your Account
Executive or local distributor for availability in your country.
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Call Detail Recording
10
Call Detail Recording
Call Detail Recording (CDR) helps you manage call costs by letting you monitor and
analyze call patterns and usage in your system.
Call Detail Recording features
Avaya IP600 Release 9 CDR includes the following capabilities:
•
Distinguish voice from data on trunk calls
•
Determine if a data call used a conversion resource, such as a modem pool
•
Choose whether to record the vector directory number in the “Dialed Number”
field of the CDR record, or record either the split or the agent extension in the
same field
•
Allow CDR records to be generated for internal calls (calls to and from a set of
extensions, including data endpoints) so administered (a maximum of 500
extensions in large configurations)
•
With Call Privacy, allow up to seven digits of the dialed number to be blanked
from the CDR record
•
Provide CDR call splitting, which allows incoming and outgoing calls to be split
into separate call records in order to track calls that transferred to other internal
parties
Variable format records
Avaya IP600 provides many different selectable formats. This offers a flexible means
of incorporating new fields in the call detail record as new switch features and new
CDR devices become available. The variable format allows you to define a record in
terms of its content (from a set of available data elements), the position of its fields,
and the spacing between the fields. This method can be used to construct the 15-, 18-,
and 24-word standard formats and custom formats.
If calls come in while the CDR link is down and the buffer is filled to maximum,
Avaya IP600 gives you the following administrable call-record handling options:
•
Block the calls with reorder
•
Allow the calls to overwrite records
•
Route the calls to an attendant with the option to proceed as a Non-Call Detail
Recording call
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Security
10
Call Detail Recording devices
There is no RS-232 interface provided by Avaya IP600 for LAN. Your CDR Output
Records are stored in D:Lucent Data/CDR in files Cas.in and Cdr.out.
Call Accounting
Systems
Several options are available to you for call accounting, depending on what type of
system administration tools you are using.
DEFINITY Network
DEFINITY Network Telemanagement (DNT) is a multi-user telemanagement
Telemanagement (DNT) system. See “Call Accounting Systems” in Chapter 3, Adjuncts for more information.
Call Accounting
System for Windows
(CFW)
The Call Accounting System for Windows allows you to generate comprehensive and
accurate accounting reports using the Microsoft Windows environment. See “Call
Accounting Systems” in Chapter 3, Adjuncts, for more information.
Call Accounting
System XP
The Call Accounting System XP has functionality equivalent to DEFINITY Network
Telemanagement, but only offers call accounting. Call Accounting System XP is a
LAN/WAN-based application that supports customers with multi-user requirements.
Call Accounting
System Terminal
Avaya’s Call Accounting System Terminal is an easy-to-install hardware and
software package that enables you to assign expenses to as many as three
organizational levels. For example, you might assign costs at the department, cost
center, or extension level.
The system makes it easy for you to generate a wide variety of accounting and system
reports. For example, the Facility Grade of Service Report helps identify the number
of trunk lines needed to respond efficiently to incoming calls. You can also generate
toll fraud reports and alarms that identify excessive personal calls, unauthorized calls,
and calls to expensive dial-up recordings.
INTUITY Call Accounting If you are using any of the INTUITY voice messaging products, the INTUITY Call
System
Accounting System is probably the most effective call accounting solution.
Security
Besides the toll-fraud detection options available with the Call Accounting Systems
described in the previous section, Avaya IP600 includes many other security features,
some of which are an integral part of the system design.
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:
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•
Outward — Users cannot place external calls.
•
Station-to-station — Users cannot place or receive internal calls.
•
Termination — Users cannot receive any calls (except priority calls).
•
Toll — Users cannot place toll calls.
•
Total — Users can neither place nor receive any calls.
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11 Networking
Avaya IP600 provides powerful voice and data capabilities and connections to a variety of voice and data
networks. Avaya IP600 builds on Avaya’s established networking strengths to offer you network-management
features, network interfaces, a variety of private-network configurations, and end-to-end Integrated Software
Defined Network (ISDN) capabilities. Avaya’s leadership in developing and supporting open international
networking standards is also apparent in Avaya IP600’s compatibility with the QSIG global standards.
Note:
Some applications or products are unavailable in some countries. Please
check with your local distributor for further information.
Uniform Dial Plan
Uniform Dial Plan provides a common 4- or 5-digit dial plan that can be shared
among a group of private-network switches. Interswitch and intraswitch dialing both
require 4- or 5-digit dialing. This feature is used with either:
•
An electronic tandem network (ETN)
•
A main/satellite/tributaryconfiguration and Distributed Communications Systems
(DCS).
In addition, it can provide uniform 4- or 5-digit dialing between 2 or more privateswitching systems without ETN, main, satellite, and tributary switches, or DCS.
With Uniform Dial Plan (UDP), a unique 4- or 5-digit number is assigned to each
station in the network. A unique number (private-network location code plus
extension) can be used at any location in the ETN to access that station. Avaya IP600
enhances the standard uniform dial plan with the unrestricted 5-digit uniform dial
plan, which allows up to five digits to be parsed for call routing.
Distributed Communication System —
Integrated SDN and Non-Integrated SDN
For a multilocation company that requires several systems, DCS may be the answer.
DCS is an arrangement of private-network switches, referred to as nodes. The
maximum number of nodes that can be in a DCS complex varies from 20 to 63,
depending on the particular configuration of switches. DCS nodes can be physically
located in the same building, spread across a campus, or scattered across the country
or around the world. Digital trunks interconnect the switches that serve the DCS
complex. The links connecting a DCS may also be provided via a Virtual Private
Network (VPN).
The functions and features of DCS are made possible by the use of an advanced
interprocessor data link connecting each switch, allowing call-processing information
to be passed from one switch to another. The data link supplies selected feature
transparency and efficient utilization of shared facilities.
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Distributed Communication System — Integrated
SDN and Non-Integrated SDN
11
Feature transparency means that features work the same from a user’s perspective,
whether the telephones involved are assigned to the same switch or to different
switches. Users in a DCS can dial each other with four or five digits as if they were all
on the same switch.
Here are some examples of feature transparency in a DCS:
•
Leave Word Calling (LWC) allows you to press a button on your telephone and
leave a standard “call me” message with your name and phone number. When
your Avaya IP600 is linked with other switches in a DCS, you can call any
employee in the DCS complex and press the LWC button to automatically leave a
standard message.
•
Calling-Party Name Display — If your telephone is equipped with a digital
display, information about the person calling you is displayed before you pick up
the receiver. With DCS you know who is calling and whether that person is in a
nearby building or across the country.
•
Centralized Messaging services for an entire DCS complex (subnetwork) may be
coordinated by one system, depending on the traffic volumes and versions of the
main and remote switches. This means that switches with smaller messaging
requirements do not share a voice messaging system with another switch.
Avaya IP600’s DCS features DCS over Integrated Software Defined NetworkPrimary Rate Interface (ISDN-PRI) with path replacement for optimizing trunks.
Thus, when you transfer out of your AUDIX voice messaging system, for example,
Avaya IP600 sets up a new path that optimizes system resources.
Distributed Communications System and ISDN
DCS nodes are connected by digital trunks (for example, using DS1 or ISDN-PRI
facilities). Avaya IP600 can send DCS messages over ISDN-PRI D channels. As a
result, you are not limited to private or leased facilities between your various
locations. You can also use public-network services. (See Figure 6.)
The SDN supports every DCS transparency except the following:
•
DCS attendant control of trunk group access
•
DCS attendant direct trunk group selection
•
DCS busy verification of terminals
All other capabilities and limitations associated with the DCS still apply.
AUDIX systems networked via DCS can also be supported over ISDN-PRI. (See
Chapter 4, Intuity AUDIX Messaging, for more information.)
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Avaya IP600 DCS networks
11
Avaya IP600 DCS networks
If your company has two or more sites with Avaya IP600, you can network them
using the DCS over ISDN-PRI feature (DCS+). This requires a system to use
ISDN-PRI signaling. The network connections can be either ISDN-PRI or DS1
private-network dedicated facilities. Figure 6 shows a network using ISDN-PRI
signaling.
Figure 6.
A Network Using DCS with ISDN-PRI
1
2
3
4
3
1
3
2
1 Avaya IP600 switch
2 Signaling via ISDN-PRI
2
1
3 Transmission via ISDN-PRI or Private Network
T1/E1 Facilities
4 Public or Private Network
QSIG global networking
Avaya IP600 is a pioneer in providing compatibility with the QSIG global networking
protocol. This means that you can connect Avaya IP600 with other switches
throughout the world. Avaya developed the QSIG Global Networking feature to
comply with the QSIG standards developed by the European Computer
Manufacturer’s Association and the International Standardization Organization. It
supports the ISDN-PRI connection from switch to switch as long as both switches
support the same protocol.
Avaya’s implementation of QSIG features the Name Identification supplementary
service and the Call Forwarding and Call Transfer features. QSIG enables the system
to move calls from their original paths to new paths that cost less or use resources
more efficiently. New paths can be set up after a call has been transferred or after a
call has been forwarded using the Diversion with Rerouting feature. Avaya IP600’s
implementation of QSIG also supports the ISO QSIG private network diversion
supplementary service, as described in the QSIG standard.
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World-Class Routing
11
World-Class Routing
Avaya IP600 is a world-class system that meets the needs of global customers. One
capability essential in meeting these needs is the ability for users to flexibly dial any
location in the world, regardless of the dial plan used at that location. To fulfill this
requirement, Avaya IP600 provides World-Class Routing.
World-Class Routing is a powerful enhancement to Avaya IP600’s call-routing
capabilities, linking several call-routing features to build a communications network
capable of providing flexible call routing for any type of dialing plan while
accommodating changes in both international and domestic dialing plans.
The following are key components of World-Class Routing:
•
Digit Conversion converts a dialed number for public network number to a
private network number and vice versa. Dialed numbers matching entries in the
digit conversion tables are treated and converted. Converted calls can be routed
via the most optimum route, resulting in reduced network charges and appropriate
use of the private network.
•
Toll Analysis compares a dialed number to entries in the system’s list. Based on
the results, calls may be restricted from completion.
•
Automatic Route Selection (ARS) digit analysis compares a dialed public
network number with entries in the system’s tables, mapping the number to a
selected public network routing pattern.
•
Automatic Alternate Routing (AAR) digit analysis compares a dialed private
network number with entries in the system’s tables, mapping the number to a
selected private network routing pattern.
World-Class Routing supports the ARS and AAR as separate features, but through
generalized administration applicable to both features, provides both with the same
routing abilities. In addition, there are a number of capabilities that enhance the
flexibility of routing in supporting your domestic and/or global calling requirements.
For example, 18-digit routing allows Avaya IP600 to determine call routing by
analyzing up to 18 digits with no restriction on the grouping or format of the digits,
eliminating any assumptions about the use of a particular dialing plan.
International Direct Distance Dialed calls generally consist of an international access
code, a country code, and a national number. Both codes may vary in length. Avaya
IP600’s support for International Direct Distance Dialed calls eliminates any
restriction on the grouping and format of digits on ARS numbers. Call routing is
determined by the digits and the length of the dialed number.
Multinational World-Class Automatic Alternate Routing allows the Automatic
Alternate Routing number (Electronic Tandem Network number) to be any number of
digits in length.
Digit conversion can be used to reroute numbers, initially dialed to use ARS, into
AAR and vice versa. This utility can analyze a maximum of 18 digits. In this way,
destinations in a customer’s network can be called using the public network number.
This feature can also be used to reroute certain Direct Distance Dialed destinations to
specified alternate destinations (such as intercept, attendant, or another Direct
Distance Dialed number).
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Network management features
11
Network management features
Avaya IP600 has a variety of features that enable you to manage your network
resources effectively. Here are just a few examples of Avaya IP600 features that can
be used to manage your network:
•
Time of Day Routing
•
Automatic Route Selection (ARS)
•
Automatic Alternate Routing (AAR)
•
Additional Network Feature Path Replacement
•
Subnetwork Trunking
•
Generalized Route Selection
•
Facility Restriction Level
•
Bearer Capacity Class
•
Remote Network Access
•
Public Network Call Priority
•
Authorization Codes
Time of Day Routing
Time of Day Routing allows you to select the most economical routing of Automatic
Route Selection and Automatic Alternate Routing calls based on the time of day and
week a call is made.
With Time of Day Routing, your company can take advantage of lower calling rates
during specific times. If your company has locations in different time zones, you can
maximize the use of your public or private network facilities by utilizing those in the
location that has the lowest calling rates at the particular time a call is made. You can
also use this feature to change the routing patterns when an office is closed and to
eliminate unauthorized calls. You can set up eight separate time of day charts to
control routing at different times of the day.
Automatic Route Selection
ARS routes public network calls on the most desirable (usually the most economical)
trunking facilities available on your Avaya IP600 when the call destinations are
accessible through your public network.
Avaya IP600 supports up to 254 routing patterns. Each routing pattern consists of up
to 6 routing preferences (types of facilities) set up in the order you want them checked
when a call is placed. Typically, the least expensive facility will be first on the list; the
most expensive will be last.
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Network management features
11
If Generalized Route Selection is not being used when a call is made, the system
selects a routing pattern based on the digits dialed. The system checks the routing
preferences in that pattern in the order they were listed, and the first available facility
is used to place the call. If a facility is not available, the call can be queued until a
facility becomes available.
Automatic Alternate Routing
AAR enables you to ensure that private network calls will be routed over the various
trunking facilities available in your private network in the most effective manner
possible. As with ARS, you set up various patterns for routing calls — in this case,
with the private network. Depending on your Avaya IP600’s configuration, you can
have up to 254 routing patterns. Each pattern includes a primary preference — the
most preferred and direct route — and 5 alternate preferences. If the primary
preference in a pattern is unavailable, the system searches the alternate preferences in
the specified order until it finds one available.
Generalized Route Selection
Generalized Route Selection gives you the capability to not only select the optimal
call routing based on the dialed number, but also to select the appropriate facility
based on the type of call. Generalized Route Selection enhances ARS and AAR by
incorporating additional parameters (such as the type of call) to be used in the
decision of how a call is routed.
Different types of calls require the use of different types of facilities. For example,
high-speed data calls must use digital facilities, whereas voice and voice-grade data
calls can use either analog or digital facilities. Avaya IP600 uses Generalized Route
Selection to differentiate between these and other types of calls and route them on the
appropriate trunks. Based on the call types and available trunk facilities, voice and
data calls may be routed over different trunk types or integrated on the same trunk
group. Avaya IP600 also provides the capability to route calls based on the data
format and the need for restricted or unrestricted facilities.
In order to select the appropriate trunking facility for a call, Avaya IP600 must know
the type of call being made. In order to do this, each originating facility (such as a
telephone or data module) has a bearer-capability class assigned. Some originating
facilities, such as data modules, may have multiple bearer-capability classes. Each
trunk group in the routing pattern is assigned a list of allowed bearer-capability
classes. When a user makes a call, the system queries the originating facility for its
bearer-capability class and then tries to route the call on a trunk group with a bearercapability class that matches the bearer-capability class of the originating facility. If
an exact match is not found, the system then tries to find a trunk group with a
compatible bearer-capability class.
Since the system automatically chooses the right trunk based on the system
administration, Avaya IP600’s dial plan can be independent of the type of call being
dialed. This flexibility makes life easier for your system users, who do not have to
worry about dialing a different access number for different call types.
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Network management features
11
Facility Restriction Level
Facility Restriction Levels are used to limit user calling privileges for incoming and
outgoing calls. The Facility Restriction Level determines if a call attempt is permitted
and which routes can be used or denied in the routing process. Eight levels of Facility
Restriction Levels can be assigned to telephones, computers, and system management
tools. Avaya IP600 does not require the Facility Restriction Level to be in an
ascending order when administered in the patterns or preferences through system
management.
When a call is attempted, the system compares the Facility Restriction Level of the
telephone with the Facility Restriction Level of the trunk routes available to complete
the call. If the Facility Restriction Level of the telephone is equal to or higher than the
Facility Restriction Level of trunks, the call is completed; if it is lower, the call is
blocked on that preference and compared to the Facility Restriction Level of the next
route available. If the call fails to match the Facility Restriction Level on the available
preferences, the call may queue for the first available and compatible trunk group
(equal to or higher).
Avaya IP600 also provides a feature called Alternate Facility Restriction Levels that
allows the attendant to temporarily change the Facility Restriction Levels on
originating facilities to a different set of Facility Restriction Levels. It is used to grant
users greater access to trunking facilities than is normally provided, such as when
charges are lower during evening hours.
Authorization codes
Authorization codes are used on particular calls to temporarily raise a telephone’s
Facility Restriction Level. This feature is useful for those who make calls from
telephones other than their own or from outside the network. If a call you dial is
blocked because the telephone’s Facility Restriction Level is too low, you can enter
your authorization code. If the Facility Restriction Level associated with the
authorization code is equal to or higher than the Facility Restriction Level of the trunk
facilities required to place the call, the call is then completed. Up to 5000 different
authorization codes will be in effect for your system at any one time. Using Avaya
IP600’s system management tools, you can assign authorization codes and change
their associated Facility Restriction Level and network access permissions.
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89
Network interfaces and equipment
11
Network interfaces and equipment
Avaya IP600 supports a variety of interfaces to voice and data networks. Trunks
supply links between Avaya IP600, the public network, and other switches. DS1
interfaces offer high-speed digital connectivity between switches.
Trunk group circuits
Trunks provide the communications links between Avaya IP600 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 Avaya IP600 via port circuit packs. Avaya IP600’s trunk group circuit
types include the following:
Local exchange trunks
Local exchange trunks connect Avaya IP600 to a central office. The following are
some of the types available:
•
Central office trunks, which connect Avaya IP600 to the local central office for
incoming and outgoing calls
•
Foreign exchange trunks, which connect Avaya IP600 to a central office other
than the local one
•
Wide Area Telecommunications Service trunks, which allow you to place longdistance outgoing voice-grade calls to telephones in defined service areas, 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 longdistance calls so that callers can reach you toll-free
•
Direct Inward Dialing (DID) trunks, which connect Avaya IP600 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 ISDN Primary Rate
Interface local exchange trunk services. DS1 by itself can be used to provide local
exchange trunk services
Tie trunks
Tie trunks carry communications between Avaya IP600 and other switches in a
private network. Several types of trunks can be used, depending on the type of private
network you establish.
Auxiliary trunks
Auxiliary trunks connect devices with the switch. Some of the features that are
supported with this type of trunk are recorded announcements, telephone dictation
service, malicious call trace, and loudspeaker paging.
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ISDN
Miscellaneous trunks
11
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.
•
Remote-access trunks provide off-premises users with access to Avaya IP600’s
features and networking.
Digital interfaces
Avaya supports both T1 and E1 facilities. As industry standards around the world, T1
and E1 facilities provide the latest alternative to analog trunking.
E1 interface
Avaya IP600 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).
T1 interfaces
When planning your networking requirements, one of the options you should
consider is multiplexing over Digital Services 1 (DS1) facilities. As the industry
standard for interconnecting digital systems, DS1 is an economical alternative to
analog trunking arrangements. Multiplexing up to 24 digitized voice/data
communications paths onto a single T1 carrier or other high-speed digital facility
(such as fibre or microwave) can reduce your network trunking and equipment costs.
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.
Avaya IP600 offers several options in supporting the DS1 interface. The options
include support for voice-grade DS1, alternate voice/data, and Digital Multiplexed
Interface. The voice-grade DS1 interface is a T1 D4 channel-bank-compatible
interface.
ISDN
Avaya IP600 provides complete Integrated Services Digital Network (ISDN) support.
ISDN eliminates the need for multiple, separate access arrangements for voice, data,
facsimile, and video services and networks. Using inexpensive twisted copper, ISDN
can deliver voice, data, and video services in digital format.
ISDN is a global access standard established by the Consultative Committee for
International Telephone and Telegraph designed to help you move and manage
information with unprecedented ease and productivity — anywhere in the world.
ISDN uses a layered protocol that conforms to layers one, two, and three (physical,
link, and network layers) of the 7-layer Open Systems Interconnect Reference Model
of the International Standards Organization.
Avaya IP600 supports the ISDN-PRI, which is used for connecting premises
equipment such as switches to the network and acts as a powerful interface between
intelligent equipment such as switches and computers. However, trunk-side Basic
Rate Interface (BRI) is supported in countries that support the Euro-ISDN (ETSI)
standards.
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Centralized Attendant Service
11
Centralized Attendant Service
Avaya IP600 owners who have more than one switch location can benefit greatly by
using the Centralized Attendant Service (CAS) feature. CAS reduces the number of
required attendants, and, in most cases, all those attendants can be located at one of
the switch locations, called “main.” Switches at the other locations, called
“branches,” redirect their calls to the CAS main. Thus, a company can have a
centralized attendant group at the headquarters office and can handle calls from there
for the branch offices.
All locations in a CAS arrangement have a listed directory number. Calls to a branch
listed directory number terminate at the main location, even if the branch location has
an attendant. These listed directory number calls are routed to the centralized
attendant group over trunk circuits called release-link trunks or over QSIG trunks.
These release-link trunks are used only for centralized attendant calls and signaling.
After a call is processed by the centralized attendant, it can be extended back to the
branch location. The release-link trunk is then dropped and made available for other
calls to the centralized attendant.
If an Avaya IP600 is a node within a DCS and CAS is provided, a centralized
attendant can do the following:
•
Control access to specific trunks at other nodes
•
Directly access specific trunks at another location
•
Place test calls to telephones and trunk groups at other nodes
•
Receive a visual warning that all trunks in a remote trunk group are busy or that
the number of busy trunks in a remote group has reached a specified level
This feature ensures that all calls directed to an attendant at your company are
handled efficiently.
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Main/Satellite/Tributary
11
Main/Satellite/Tributary
If you have modest network requirements, a main/satellite/tributary configuration is
an attractive possibility for private networking. In this configuration, one Avaya
IP600 location is the main, and remote switches are satellites or tributaries. Attendant
positions and public network facilities are usually concentrated at the main.
All calls to or from a satellite pass through the switch at the main. The system appears
to be a single switch with one listed directory number. A uniform dial plan provides a
common 4-digit or 5-digit dial plan for a main/satellite configuration.
A tributary is similar to a satellite, but it has one or more attendant positions and its
own listed directory number. Calls to its listed directory number go directly to the
tributary.
The switches in a main/satellite/tributary network are connected by tie trunks. Trunks
and switching facilities can be added as requirements grow.
An important Avaya IP600 networking feature is Main/Satellite Extended Trunk
Access. Extended Trunk Access allows dialed digits that are undefined at a satellite or
tributary switch to be routed over a trunk group to a main switch for interpretation.
This flexibility means changes to the network numbering plan do not have to be
propagated to all switches. Extended Trunk Access improves your control and
reduces administration costs by making trunk networks considerably easier to
maintain.
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Electronic Tandem Network
11
Electronic Tandem Network
If your company requires a medium-to-large network spanning a large geographic
area, nationwide or even worldwide, Electronic Tandem Network (ETN) is the
answer. An ETN is a wide-area private network that tandems calls through one or
more switches to route the calls to their destinations.
An ETN consists of tandem switches, inter-tandem tie trunks that interconnect them,
access or bypass trunks from tandem switches to main switches, and the software and
equipment to support call routing over the trunking facilities. Different ETN locations
are connected via analog or digital tie trunks. For example, a DS1 interface can act as
a high-speed (1.544 Mbps) digital backbone for voice and data communications
between ETN locations.
An ETN can be configured hierarchically. An ETN can connect individual switches;
it can also connect other private networks (such as Main/Satellite/Tributary networks)
together.
Within an ETN, each location is identified by a unique private network location code,
similar to the public network office codes that exist within an area code. When
accessing the ETN, a user dials a feature access code for the Automatic Alternate
Routing feature plus the 7-digit number, for a total of eight digits.
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12 SNMP Native Agent Software
Avaya IP600 includes a SNMP (Simple Network Management Protocol) Native Agent. Native Agent provides a
SNMP interface to the system’s alarm and error tables, select performance measurements, and select
configuration data. Native Agent also supports SNMP traps for Avaya IP600 alarms and restarts, INTUITY
alarms, and Windows NT events.
DEFINITY Network Management (DNM), Avaya’s SNMP-based DEFINITY fault and performance
management product, also supports Avaya IP600. DNM runs on NT and UNIX workstations, and collects fault,
performance, and configuration data from switches via the DEFINITY Proxy Agent. DNM receives Avaya IP600
data by sending SNMP requests to Avaya IP600’s SNMP Native Agent.
Users can integrate DNM with a Network Management System (NMS), either HP OpenView or Tivoli NetView.
This allows users to manage their Avaya IP600s and data networks from a central location. The NMS catches
traps that Native Agents send, colors the Avaya IP600 icons according to the trap’s severity, and records the traps
in the NMS trap log. A network manager can use the NMS to copy and move the icons created for different
Avaya IP600 devices to specific OpenView or NetView maps of their choosing. The network manager can then
look at the Avaya IP600 data that the Native Agent provides by using the NMS’s MIB browser.
Agent Administration
All SNMP Agent Administration can be performed from the command line and Web
server. An administrator specifies the community string that Agent uses for
authentication. However, Agent must be restarted for community string
administration changes to take effect. In addition, an administrator can specify the
MIB access permissions and whether traps can be received for up to 50 different
network managers (IP addresses). Again, Agent must be restarted for network
manager administration changes to take effect.
Avaya IP600 Data
The Avaya IP600 SNMP Native Agent provides an MIB interface to all the
configuration and fault data that the DEFINITY Proxy Agent provides for DEFINITY
ECS devices (except, of course, for data that does not apply to Avaya IP600). The
supported data is as follows:
Via the SNMP MIB
Agent provides Avaya IP600 version information for the active switch processing
element (including memory resident software version, update identifier, and update
state). It also supports retrieval of Avaya IP600 alarms, errors, and restarts.
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SNMP Traps
12
Via the SNMP
Agent allows retrieval of Avaya IP600 status data, system time, trunk group
information, board data, DS1 board data, ATM board data, port data, station data, and
data modules. It provides retrieval of information regarding trunk outage data, lightlyused trunks, long and short trunk holding times, and trunk group performance
measurements. In addition, it provides tables of the Avaya IP600’s external devices,
of the trunks in a trunk group, tables allowing access to the contents of the Avaya
IP600’s bulletin board, and tables of the Avaya IP600’s signaling groups.
SNMP Traps
The Avaya IP600 agent generates SNMP traps for Avaya IP600 alarms and restarts.
As per requests by DEFINITY Proxy Agent customers, it also generates traps for
resolved alarms. The same traps are generated for all alarms. SNMP traps are sent for
each new Avaya IP600 alarm, when Avaya IP600 alarms are resolved, and for Avaya
IP600 restarts.
The agent will generate SNMP traps for INTUITY AUDIX alarms that are sent to the
Global Alarm Monitor (GAM), and send SNMP traps for NT events that are sent to
the GAM.
For INTUITY AUDIX alarm traps, the SNMP native agent also implements the
portions of the CornerStone MIB that apply to alarms. For Avaya IP600 data, Avaya
IP600 uses a new MIB, which is a modified subset of the DEFINITY Proxy Agent
MIB.
Avaya IP600 Co-Resident Modules
The SNMP agent uses the Avaya IP600 co-resident modules as follows:
GAM
The SNMP agent will not send alarms to the GAM for INADS alarm reporting, but
will receive alarm notifications from the GAM. The SNMP agent generates TCP/IP
alarm notifications (traps) based on alarm notifications received from the GAM.
WatchDog
The SNMP agent is registered with the Avaya IP600 WatchDog process. This allows
it to start automatically when the operating system is booted. An administrator will
also be able to start and stop the native agent manually. The SNMP native agent will
not subscribe to the Avaya IP600 WatchDog “heartbeat” (handshake) service.
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Avaya IP600 Co-Resident Modules
12
License Server
The SNMP agent will use the license server.
DSA
SNMP Native Agent does not require DSA. Administration of SNMP Native Agent is
via GAS commands.
Logins and the LAC
The LAC is modified to provide a special interface for the SNMP. This interface
allows the SNMP agent to access Avaya IP600 at a craft level without knowing the
password for this login. The interface will be restricted to local machine instances of
SNMP only.
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Avaya IP600 Co-Resident Modules
98
12
Overview for Avaya IP600 Internet Protocol Communications Server
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A Avaya IP600 Features
This appendix provides a list of the features of Avaya IP600 arranged in the following categories:
•
Automatic Routing Features
•
Basic Features
•
Call Center Features
•
Private Networking Features
•
Trunk Group Features
This appendix lists all Avaya IP600 capabilities available anywhere. Some of the listed features are optional.
Please check with your local Avaya representative for further information about system features and what is
available in your country.
The DEFINITY ECS Release 9 Administrator’s Guide (555-233-506) describes each feature in detail and
provides complete implementation and administration information. Some features are systems of their own and
have their own documentation, such as Call Detail Recording, AUDIX voice messaging system, and Call
Management System. See your local distributor for more information on each of these features.
Automatic routing features
Avaya IP600 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)
•
Automatic Route Selection (ARS)
•
AAR/ARS Overlap Sending
•
AAR/ARS Partitioning
•
Alternate Facility Restriction Levels
•
Facility Restriction Levels
and Traveling Class Marks
•
Generalized Route Selection
•
Subnet Trunking
•
Time of Day Routing
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Basic features
A
Basic features
The following features are supported with Avaya IP600:
100
•
Abbreviated Dialing
•
Administered Connections
•
Administrable Language Displays
•
Administration Change Notification
•
Administration Without Hardware
•
Alphanumeric Dialing
•
Alternate Operations Support System Alarm
Number
•
Answer Detection
•
Attendant Auto-Manual Splitting
•
Attendant Backup Alerting
•
Attendant Call Waiting
•
Attendant Calling of Inward Restricted Stations
•
Attendant Console
•
Attendant Control of Trunk Group Access
•
Attendant Crisis Alert
•
Attendant Direct Extension Selection
With Busy Lamp Field
•
Attendant Direct Trunk Group Selection
•
Attendant Display
•
Attendant Intrusion (Call Offer)
•
Attendant Override of Diversion Features
•
Attendant Priority Queue
•
Attendant Recall
•
Attendant Release Loop Operation
•
Attendant Serial Calling
•
Attendant Split Swap
•
Audible Message Waiting
•
Audio Information Exchange Interface
•
Authorization Codes
•
Auto Start and Don’t Split
•
Automatic Callback
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Basic features
A
•
Automatic Call Timer
•
Automatic Circuit Assurance
•
Automatic Exclusion
•
Automatic Incoming Call Display
•
Automatic Route Selection/Automatic Alternate Routing Shortcut Dialing
•
Automatic Transmission Measurement System
•
Block Collect Call
•
Bridged Call Appearance — Multi-Appearance Telephone
•
Bridged Call Appearance — Single-Line Telephone
•
Bulletin Board
•
Busy Verification of Terminals and Trunks
•
Call Charge Information
•
Call Coverage
•
Call Detail Recording
•
Call Forwarding
•
Call Park
•
Call Pickup
•
Call Waiting Termination
•
Class of Restriction
•
Class of Service
•
Code Calling Access
•
Conference — Attendant
•
Conference — Terminal
•
Consult
•
Controlled Toll Restriction
•
Coverage Callback
•
Coverage Incoming Call Identification
•
Crisis Alert to a Digital Station
•
Customer-Provided Equipment Alarm
•
Data Call Setup
•
Data Hot Line
•
Data Privacy
•
Data Restriction
•
Default Dialing
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Basic features
102
A
•
Demand Print
•
Dial Access to Attendant
•
Dial Plan
•
Dialed Number Identification Service
•
Distinctive Ringing
•
Dual DCP I-Channels
•
Easy Beyond Today
•
Emergency Access to the Attendant
•
Enhanced Abbreviated Dialing
•
Enhanced Voice Terminal Display
•
Extended User Administration
of Redirected Calls
•
External Device Alarming
•
Facility Busy Indication
•
Facility Test Calls
•
Fiber Link Administration
•
Go to Cover
•
Group Listen
•
Group Paging
•
Hold
•
Hold — Automatic
•
Hunt Groups
•
Individual Attendant Access
•
Integrated Directory
•
Integrated Services Digital Network — Basic Rate
Interface (ISDN-BRI)
•
Intercept Treatment
•
Intercom — Automatic
•
Intercom — Dial
•
Internal Automatic Answer
•
Last Number Redial
•
Leave Word Calling
•
Line Lockout
•
Listed Directory Number
•
Loudspeaker Paging Access
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Basic features
A
•
Manual Message Waiting
•
Manual Originating Line Service
•
Manual signaling
•
Misoperation Handling
•
Modem Pooling
•
Multi-Appearance Preselection and Preference
•
Music-on-Hold Access
•
Night Service
•
Numeric Terminal Display
•
PC/PBX Connection
•
Personal Station Access
•
Personalized Ringing
•
Power Failure Transfer (Emergency Transfer)
•
Priority Calling
•
Privacy — Attendant Lockout
•
Privacy — Manual Exclusion
•
Public Network Call Priority
•
Pull Transfer
•
Recall signaling
•
Recorded Announcements
•
Recent Change History
•
Recorded Announcement
•
Recorded Telephone Dictation Access
•
Remote Access
•
Restriction — Controlled
•
Ringback Queuing
•
Ringer Cutoff
•
Ringing — Abbreviated and Delayed
•
Security Violation Notification
•
Send All Calls
•
Station Hunting
•
Station Security Codes
•
Station Used As Virtual Extension
•
Station User Administration
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Call Center features
A
•
Telephone Self Administration
•
Temporary Bridged Appearance
•
Tenant Partitioning
•
Terminal Translation Initialization
•
Terminating Extension Group
•
Timed Reminder and Attendant Timers
•
Transfer
•
Transfer — Outgoing Trunk
to Outgoing Trunk
•
Translation Copy Protection
•
Trunk Flash
•
Trunk Group Busy/Warning Indicators to Attendant
•
Trunk Identification By Attendant
•
Trunk-to-Trunk Transfer
•
Visually Impaired Attendant Service
•
Voice Message Retrieval
•
Voice Terminal Alerting Options
•
Voice Terminal Display
•
Whisper Page
•
World Class Tone Detection
•
World Class Tone Generation
Call Center features
Avaya IP600 offers the following features designed to help you set up and maintain a
modern Call Center:
104
•
Abandoned Call Search
•
Add/Remove Skills
•
Agent Call Handling
•
Auto-Available Split
•
Automatic Call Distribution
•
Basic Call Management System
•
BCMS-VU (additional cost)
•
Best Services Routing (Queue to Best)
•
Call Prompting
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Call Center features
A
•
Call Vectoring
•
Calling Party/Billing Number
•
CentreVu Advocate
•
CentreVu CT Server (additional cost)
•
CentreVu Virtual Routing
•
Direct Agent Announcement
•
Duplicate Agent
•
Expert Agent Selection
•
Flexible Billing
•
Holiday Vectoring
•
Inbound Call Management
•
Intraflow and Interflow
•
Enhanced Look-Ahead Interflow
•
Malicious Call Trace
•
Multimedia Call Handling
•
Multiple Call Handling
•
Queue Status Indications
•
Reason Codes
•
Redirection on No Answer
•
Remote Agent Logout
•
Service Observing
•
Universal Call ID
•
VDN in a Coverage Path
•
VDN of Origin Announcement
•
Voice Response Integration
•
VuStats
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Private networking features
A
Private networking features
The great expandability of Avaya IP600 makes it a logical choice for setting up
private networks. Consequently, the system includes many private networking
features:
106
•
Centralized Attendant Service
•
Distributed Communications System
•
DCS Alphanumeric Display for Terminals
•
DCS Attendant Control of Trunk Group Access
•
DCS Attendant Display
•
DCS Automatic Callback
•
DCS Automatic Circuit Assurance
•
DCS Busy Verification of Terminals and Trunks
•
DCS Call Coverage
•
DCS Call Forwarding
•
DCS Call Waiting
•
DCS Distinctive Ringing
•
DCS Leave Word Calling
•
DCS Multiappearance Conference/ Transfer
•
DCS Over ISDN-PRI D-channel
•
DCS Trunk Group Busy/Warning Indication
•
DCS With Reroute
•
Enhanced DCS
•
Extended Trunk Access
•
Extension Number Portability
•
Inter-PBX Attendant Calls
•
Node Number Routing
•
Private Network Access
•
QSIG
•
QSIG Call Completion
•
QSIG Call Forwarding (Diversion)
•
QSIG Call Independent Signaling Connections
•
QSIG Call Transfer
•
QSIG DCS Interworking - Called Number ID
•
QSIG Message Waiting Indication (MWI)
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Trunk group features
A
•
QSIG Name and Number Identification
•
QSIG Path Replacement With Replacement
•
QSIG Value-Called Number ID
•
Transit Counter
•
Uniform Dial Plan
•
User to User Information over Public Network
Trunk group features
Avaya IP600 offers an array of features for managing trunk groups efficiently:
•
ATM-CES Trunks
•
ATM Trunks
•
Brazil — R2 MFC Backwards Signal
•
Call-by-Call Service Selection
•
Caller ID on Analog Trunks
•
CAMA - E911 Trunks
•
DS1 Trunk Service (T1 and E1)
•
Digital Multiplexed Interface
•
Facility and Non-Facility Associated Signaling
•
IP Trunks
•
ISDN — BRI and PRI
•
Wideband Switching
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Trunk group features
108
A
Overview for Avaya IP600 Internet Protocol Communications Server
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B Telephone Features
Handling Incoming Calls
•
Station Used as a Virtual Extension — Allows a customer to assign multiple,
individual, virtual extensions to one physical phone. The physical phone must be
analog and on the local switch. The administrator can set each virtual extension
with a unique ring pattern to identify the extension for which the incoming call is
intended. For example, an administrator could assign three virtual extensions,
each with a unique ring pattern, to a single telephone shared by three roommates
in a college dormitory. This feature affects incoming calls only; all outgoing calls
are associated with the physical extension.
•
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.
•
Automatic Hold — Allows 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. 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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Handling Incoming Calls
B
•
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 (not available with Category B) 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.
Conference
The Conference button allows multiappearance telephone users to make up to sixparty conference calls without attendant assistance. This feature also allows singleline 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.
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Overview for Avaya IP600 Internet Protocol Communications Server
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Handling Incoming Calls
B
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 multiappearance telephone. They do this by simply pressing a button on their own
telephone. This feature can be administered only to 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 (not available with
Category B) 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 telephone 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.
•
Administrable Timeout on Call Timer — Enhances the Call Timer feature on the
6400-series telephones. The Call Timer feature measures the duration of a call,
starting a timer when the call is answered and stopping the timer when the call is
dropped. Previously, the Call Timer feature displayed the duration of the call for
only 5 seconds after the call was dropped. With Release 9, the Administrable
Timeout on Call Timer feature introduces a new system-wide field that allows the
user to specify how long to display the duration of the call.
Overview for Avaya IP600 Internet Protocol Communications Server
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Handling Incoming Calls
B
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.
~ 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 callcoverage 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 telephones from the coverage
path. The feature is activated and deactivated via a button or access code.
~ 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.
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Handling Incoming Calls
B
~ 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.
Figure 7.
Typical Avaya IP600 Call Coverage Options
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
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Handling Incoming Calls
Night Service
Enhanced Night
Service
114
B
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 telephones
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.
Avaya IP600 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.
Overview for Avaya IP600 Internet Protocol Communications Server
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Handling Incoming Calls
Bridged Call
Appearance — MultiAppearance Telephone
Call Pickup
B
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. 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 is 64.
•
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.
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.
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Disconnecting Unanswered Calls
Station Hunting
B
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.
•
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.
Disconnecting Unanswered Calls
Disconnects unanswered outgoing calls after a predetermined amount of time. When
any of the following timers expire during an outgoing local, toll, or international call
attempt, the switch disconnects the call and applies busy tone, which may or may not
be followed by howler tone:
116
•
Pre-dialing and interdigit timer
•
Outgoing seizure acknowledge timer
•
Answer supervision timer
•
60-, 90-, and 120-second no-answer disconnect timers, based on ARS call type
•
120-second timer used for calls without a call type, such as calls to trunk access
codes.
Overview for Avaya IP600 Internet Protocol Communications Server
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Speed/Convenience Calling
B
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 — of Abbreviated Dialing (AD) Buttons on
Softkeys allows users of 8400-, 6400-, and 4600-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-, 6400-, and 4600-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 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 longdistance numbers).
Active Dialing
6400- and 4600-series telephone sets have a dialing option where the set will send Schannel 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- and 4600-series telephones yourself.
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Speed/Convenience Calling
B
Automatic Callback
Allows internal users who placed a call to a busy or unanswered internal telephone to
be called back automatically when the called telephone 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.
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.
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Speed/Convenience Calling
B
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 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.
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 telephones 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.
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Telephone Displays
B
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.
Call Charge Information
DEFINITY ECS provides two ways to know the approximate charge for outgoing
calls:
•
Advice of Charge — For ISDN trunks
Advice of Charge collects charge information from the public network for each
outgoing call. Charge advice is a number representing the cost of a call; it is
recorded as either a charging or currency unit.
•
Periodic Pulse Metering — For non-ISDN trunks
Periodic Pulse Metering accumulates pulses transmitted from the public network
at periodic intervals during an outgoing 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, encouraging them to save money on
toll calls.
Telephone Displays
•
Telephone Display — Provides multi-appearance telephone users with updated
call and message information. This information is displayed on a displayequipped 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.
120
•
ICLID on Analog Trunk — In the US, the user’s telephone displays calling party
information. Name and calling number are available from the US central offices.
This feature may be used in countries that comply with either US. The display of
name and number will work with all DEFINITY digital telephones (DCP and
BRI) equipped with a 40-character or a 32-character alphanumeric display.
•
Enhanced Telephone Display — The Enhanced Telephone Display feature allows
you to choose the character set that you want to see in DEFINITY ECS softkeys
and display telephones. In addition to the standard Roman character set, you can
choose either the Katakana or characters used for most European languages.
Overview for Avaya IP600 Internet Protocol Communications Server
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Group Communication
B
•
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 (Telephone) — 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.
•
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. This feature works only on certain
types of telephones. It is not supported on IP hardphones.
•
Group Paging — Allows a user to make an announcement to a group of people
via their speakerphones. The speakerphones are automatically turned on when the
user begins the announcement. The recipients can listen to the message via the
handset if they wish, but they cannot speak to the user in return. A group page
member will not receive the page if the member is active on a call appearance, has
a call ringing, is off-hook, has “send-all calls” active, or has “do not disturb”
active.
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Special Ringing
B
•
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.
•
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.
122
•
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.
•
Ringing 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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Messaging
B
•
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.
•
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 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 shown in Figure 7 on page 113. 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.
Messaging
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.
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Messaging
B
•
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 systemwide 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.
•
Voice Messaging Systems — The Avaya voice messaging solutions include:
~ DEFINITY AUDIX
~ INTUITY AUDIX
~ INTUITY Lodging
~ Octel 100
Voice Response solutions include:
~ CONVERSANT Voice Information System V7 (Not available with
Category B)
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Telecommuting
B
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.
•
Coverage of Calls Redirected Off-Net — Coverage of Calls Redirected Off-Net
(CCRON) allows calls that have been redirected to locations outside of the switch
to return to the switch for further processing. For example, an employee that
telecommutes can have two coverage paths. One coverage path is used when the
employee is in the office and the other coverage path is used when the employee
is working from home. The coverage path used from home would have a call to
the employee’s work phone cover to his or her home phone. If the employee does
not answer the call or is busy on another call, the call is redirected back to the
switch for further processing, such as coverage to voice mail.
•
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.
•
Personal Station Access — Allows you to transfer your telephone station
preferences and permissions to any other compatible telephone. This includes the
definition of telephone buttons, abbreviated dial lists, and Class of Service and
Class of Restrictions permissions. It can be used on-site 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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Telecommuting
126
B
Overview for Avaya IP600 Internet Protocol Communications Server
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C Attendant (Operator) Features
This section discusses the features of the following attendant console:
•
Attendant Console
•
DEFINITY PC Console
•
Attendant with DCS
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
Avaya 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. 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.
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Attendant Features
C
Attendant Features
Call Handling
128
•
Listed Directory Number — llows 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.
•
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, oneparty 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.
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Attendant Features
C
•
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 — Vectoring provides a highly flexible approach for
managing incoming calls to an attendant. For example, with current night service
operation, calls redirected from the attendant console to a night station can ring
only at that station and will not follow any coverage path. With Attendant
Vectoring, night service calls will follow the coverage path of the night station.
The coverage path could go to another station and eventually to a voice mail
system. The caller can then leave a message that can be retrieved and acted upon.
•
Attendant Split Swap — Allows the attendant to alternate between active and
split calls. This operation may be useful if the attendant needs to transfer a call
but first must talk independently with each party before completing the transfer.
•
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.
•
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.
Making Calls
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Attendant Features
C
Accessing the Attendant
•
Recall — 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 — llows 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.
•
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.
Monitoring Calls
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.
130
•
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.
Overview for Avaya IP600 Internet Protocol Communications Server
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Attendant Features
C
•
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 CheckIn/Check-Out and Housekeeping Status but does not require that you have a
Property Management System.
•
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.
•
Visually Impaired Attendant Service (VIAS) — Provides voice feedback to a
visually impaired attendant in either Italian or British English. Each voice phrase
is a sequence of one or more single-voiced messages. This feature defines six new
attendant buttons to aid visually impaired attendants:
~ Visually Impaired Service Activation/Deactivation button: activates or
deactivates the feature. All ringers previously disabled (for example, recall and
incoming calls) become reenabled.
~ Console Status button: voices whether the console is in Position Available or
Position Busy state, whether the console is a night console, what the status of
the attendant queue is, and what the status of system alarms is.
~ Display Status button: voices what is shown on the console display. VIAS
support is not available for all display features (for example, class-ofrestriction information, personal names, and some call purposes).
~ Last Operation button: voices the last operation performed.
~ Last Voiced Message button: repeats the last voiced message.
~ Direct Trunk Group Selection Status button: voices the status of an attendant-
monitored trunk group.
The visually impaired attendant may use the Inspect mode to locate each button
and determine the feature assigned to each without actually executing the feature.
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.
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Attendant with DCS
C
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.
•
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 — Allows a DCS call to be rerouted over a different path if
the switch finds a better quality and lower cost route. Earlier versions of this
feature allowed for rerouting the call only after a transfer. With Release 9
enhancements, however, this feature now allows for rerouting during a call. DCS
With Reroute is similar to the rerouting capabilities used with QSIG.
•
Italian DCS Protocol — 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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Index
Numerals
4600-series IP telephones 11
6200-series analog telephones 18
6400-series DCP telephones 13
6400-series digital telephones 13
800-service trunks 90
8400-series digital telephones 15
A
access, remote 125
accessing AUDIX administration 32
accessing the attendant 130
adjuncts
alerts 27
audio paging 27
call accounting systems 29
delayed announcement systems 26
external speakerphones 27
headsets 26
Magic On Hold 26
Magic On Hold Express 26
on hold systems 26
paging 27
power systems 25
professional announcement recordings 26
sensors 27
visual paging 27
administration
monitoring calls 130
Administration Without Hardware 76
Advice of Charge 80
alerts 27
Alternate Facility Restriction Level 89
announcement recordings 26
announcement systems 26
announcements, AUDIX 36
Application Starter Packages
DSA 4
MasterDirectory and Phoneline 4
System Administration 4
attendant
access to 130
console 127
features 128
general 127
Attendant Call Handling 128
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attendant consoles 22
Attendant Position reports 79
Attendant Vectoring 48
Attendant with DCS 132
audio paging 27
audioconferencing systems 20
AUDIX
administration, accessing 32
announcements 36
Call Answer 35
Digital Networking 37
mailboxes 36
TCP/IP 37
telecommuting features 71
voice messaging 34
voice messaging languages 35
AUDIX Messaging 31
AUDIX, features 34
authorization codes 88, 89
Automated Attendant 42
Automatic Alternate Routing
description 88
Multinational World Class 86
World Class Routing 86
Automatic Available hunt groups 46
Automatic Call Distribution (ACD)
Automatic Available hunt groups 46
Call Center 44
Dialed-Number Identification Service 46
hunt groups 46
Interflow 46
Malicious Call Trace (MCT) 46
Queue Status 46
queuing 45
redirection of hunt group calls 46
Redirection on No Answer 46
Station Hunting 46
Automatic Route Selection
Generalized Route Selection 87
World Class Routing 86
Automatic Route Selection, description 87
Automatic Routing features 99
Automatic Station Relocation 77
auxiliary trunks 90
Avaya CTI server 63
Avaya FAX Messaging 41
Avaya FreeWorks Solutions 59
Avaya IP Softphones 66
Avaya R300 Remote Office Communicator 67
133
B
B
Backup Alerting 128
Basic Call Management 47
Basic Call Management System 47
Call Center 47
reports 47
BCMS Vu 52
Bearer Capability Class, description 88
Bearer Capability Class, requirements 88
Bulletin Board 42
C
Call Accounting 4
Call Accounting System for Windows 82
Call Accounting System Terminal 82
call accounting systems 29, 82
Call Accounting System for Windows 82
Call Accounting System Terminal 82
Call Answer 35
Call Answering for Nonresident Subscribers,
telecommuting 71
Call Center
Attendant Vectoring 48
Automatic Call Distribution (ACD) 44
Avaya IP600 functionality 3
Basic Call Management System 47
BCMS Vu 52
Call Center Basic 48
Call Center Deluxe 49
Call Center Elite 49
CentreVu Advocate 51
CentreVu Call Management System 54
CentreVu Explorer II 56
CentreVu Supervisor 55
CentreVu Virtual Routing 50
CentreVu Visual Vectors 57
Drop-In Solutions 58
features 104
routing 43
Call Center Basic 48
Call Center Deluxe 49
Call Center Drop-In Solutions 58
Call Center Elite 49
Call Charge information 80
Call Coverage
call redirection 46
voice messaging systems 32
Call Detail Recording 81
Call Forwarding All Calls, Interflow 46
134
Call Forwarding Off-Net, telecommuting 69
Call Handling 128
call management systems
Attendant Vectoring 48
CentreVu Call Management System 54
CentreVu Explorer II 56
CentreVu Supervisor 55
CentreVu Visual Vectors 57
call redirection
Call Coverage 46
Interflow 46
Intraflow 46
call restrictions 82
Calling-Party Name Display 84
CallMaster digital telephones 46
calls, disconnecting 116
calls, handling 109
calls, monitoring 130
calls, placing 129
calls, redirecting 112
central office trunks 90
Centralized Attendant Service 92, 131
centralized messaging 84
CentreVu Advocate 51
CentreVu Call Management System 54
CentreVu Compact Call Center Drop-In Solutions 58
CentreVu Explorer II 56
CentreVu IP agent 67
CentreVu Supervisor 55
CentreVu Virtual Routing 50
CentreVu Visual Vectors 57
Class of Restriction
reports 78
Class of Service
reports 78
Compact Call Center Drop-In Solutions 58
Computer Telephony Integration Solutions
FastCall 64
Intuition 64
Server-Based Solutions 63
third-party applications 64
conferencing
group communications 121
configurations
main/satellite/tributary 93
console solutions 11, 95
console, attendant 127
console, PC 127
consoles, attendant 22
CONVERSANT
voice response software 43
cordless telephones 59
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D
D
F
DEFINITY Communications System
Avaya IP600 functionality 2
DEFINITY Extender 71
DEFINITY Site Administration (DSA)
AUDIX administration 32
Avaya IP600 functionality 3
Avaya IP600 system administration 73
system mangement 73
DEFINITY Wireless Business System
R1 - PWT 61, 62
delayed announcement systems 26
desktop solutions 11, 95
Dialed-Number Identification Service
ACD 46
Digit Conversion 86
digital interfaces 91
Digital Networking
AUDIX 37
Digital Service 1 trunks 90
Digital Services 1 (DS1) interface
DEFINITY ECS support 91
multiplexing 91
Direct Inward Dialing trunks 90
disconnecting calls 116
distributed communications system (DCS)
feature transparency 84
ISDN 84
networks 85
nodes 84
documentation
comments xii
conventions x
using ix
Drop-In Solutions 58
DS1 interface 91
Facility Restriction Level 89
authorization codes 89
description 89
FastCall 64
FAX Messaging 41
feature transparency
distributed communications system (DCS) 84
features
Alternate Facility Restriction Level 89
AUDIX 34
AUDIX telecommuting 71
Call Center 104
Centralized Attendant Service 92
Network Management 87
supported by Avaya IP600 99
telecommuting 69
features, basic 100
features, networking 106
features, telephone 109
features, trunk group 107
foreign exchange trunks 90
G
Generalized Route Selection
Automatic Route Selection 87
description 88
generating reports 78
H
hardware
combo board 5
TN795 circuit pack 5
headsets 26
historical reports 47
home office 125
hunt groups, Automatic Available 46
hunt groups, interflow 46
hunt groups, overflow 46
hunt groups, queuing 46
hunt groups, redirection of ACD calls 46
E
E1 interfaces 91
ECLIPS 65
ECS Reports Generator 79
Electronic Tandem Network 94
Enterprise Class IP Solutions 65
equipment
network 90
Extended User Administration of Redirected Calls
Telecommuting Access 69
external speakerphones 27
I
Overview for Avaya IP600 Internet Protocol Communications Server
555-233-001 — Issue 5 — November 2000
interfaces
digital 91
interfaces, EI 91
interfaces, network 90
135
L
O
interfaces, T1 91
Interflow
ACD hunt groups 46
Call Forwarding All Calls 46
international
availability of Mobility features 59
international direct distance dialed calls 86
Intraflow
Call Coverage paths 46
redirection of ACD hunt group calls 46
Intuition 64
IP Softphones 12
ISDN 91
DCS 84
ISDN, capabilities and features 91
operator 127
operator access 130
Outcalling, telecommuting 71
P
paging 27
PC console 127
performance measurements 78
Periodic Pulse Metering 80
Personal Station Access, telcommuting 69
Pipeline 15 70
placing calls 129
Portless administration 76
power systems 25
Priority Outcalling, telecommuting 71
private networking features 106
professional announcement recordings 26
provides 83
L
Leave Word Calling 84
leaving messages 123
local exchange trunks 90
Q
M
Magic On Hold 26
Magic On Hold Express 26
main/satellite/tributary configurations 93
making calls 129
Malicious Call Trace (MCT), ACD 46
MAP-D board 63
MasterDirectory and PhoneLine 4
measurements, performance 78
messaging 123
Mobility Solution, description 59
Mobility Solutions, long range 61
Mobility Solutions, medium range 59
monitoring calls 130
multiline digital cordless business telephone 59
Multinational World Class Automatic Alternate Routing
86
Multiple Personal Greetings, telecommuting 71
multiplexing, DS1 interface 91
N
native H.323 67
network
equipment 90
interfaces 90
management 87
Network Management features 87
networking features 106
networking solutions 83
136
QSIG Global Networking 85
Queue-Status, ACD 46
queuing
ACD 45
R
real-time reports 47
receiving messages 123
redirection of calls 112
Interflow 46
Intraflow 46
Redirection on No Answer, ACD 46
release-link trunks 91
reliability 8
remote access 125
telecommuting 69
trunks 91
Remote Call Coverage, telecommuting 69
reporting 78
reports
Attendant Position 79
Basic Call Management System 47
Class of Restriction 78
Class of Service 78
Security Violations 79
Site Data 78
Tandem Traffic 79
Traffic Summary 79
Overview for Avaya IP600 Internet Protocol Communications Server
555-233-001 — Issue 5 — November 2000
S
reports, historical 47
reports, real-time 47
ringing 122
road warrior 66
routing
Automatic Alternate Routing 88
Automatic Route Selection 87
Call Center calls 43
Generalized Route Selection 88
Time of Day 87
S
scheduling
command execution 77
security xi, 82
Security Violation Notification 82
Security Violations reports 79
sensors 27
Server-Based Solutions 63
service beyond compare 9
Site Data
reports 78
SNMP 95
SNMP Native Agent Software 95
software
CONVERSANT voice response 43
Software Defined Network (SDN), DCS features not
supported 84
speakerphones 59
speakerphones, external 27
speed dialing 117
Station Hunting, ACD 46
Station Security Codes, telecommuting 70
surge protectors 25
Switch features 43
system
directory 121
System Administration 4
system administration 73
T
T1 interfaces 91
Tandem Traffic reports 79
telecommuter 66
telecommuting 69, 125
AUDIX features 71
Call Answering for Nonresident Subscriber 71
Call Forwarding Off-Net 69
DEFINITY Extender 71
Extended User Administration of Redirected Calls 69
features 69
Overview for Avaya IP600 Internet Protocol Communications Server
555-233-001 — Issue 5 — November 2000
telecommuting, (continued)
Multiple Personal Greetings 71
Personal Station Access 69
Pipeline 15 70
Priority Outcalling 71
Remote Call Coverage 69
Station Security Codes 70
telecommuting, Outcalling 71
telecommuting/virtual office 69
telephone features 109
telephones 11
CallMaster digital 46
displays 120
multiline digital cordless business 59
telephones, 4600 series 11
telephones, 6200 series 18
telephones, 6400 series 13
telephones, 6400 series DCP 13
telephones, 8400 series 15
telephones, cordless 59
telephones, speakerphones 59
telephones, wireless 60
terminal administration 76
terminal power supplies 25
Terminal Translation Initialization 77
tie trunks 90
Time of Day Routing 87
TN2302AP IP media processor 65
TN795 circuit packs, contents of 5
Toll Analysis 86
touch-tone dialing 11
Traffic Summary reports 79
Transmission Control Program/Internet Protocol
(TCP/IP)
AUDIX 37
TransTalk 9000 59
trunk group circuits, description 90
trunk group features 107
trunking facilities, selecting 88
trunks
800-service 90
auxiliary 90
Direct Inward Dialing 90
DS1 90
miscellaneous 91
Wide Area Telecommunications Service 90
trunks, central office 90
trunks, foreign exchange 90
trunks, local exchange 90
trunks, release-link 91
trunks, remote access 91
trunks, tie 90
137
U
U
W
Uniform Dial Plan 83
uninterruptible power systems (UPS) 25
Web browser
access 3
Wide Area Telecommunications Service trunks 90
Wireless
X-Station Mobility 19
Wireless Solutions 59
wireless telephones, features 60
working from home 125
World Class Routing 86
V
virtual office 69
Virtual Office Solutions 69
visual paging 27
voice messaging
AUDIX 34
voice messaging systems
Call Coverage 32
X
X-Station Mobility 19
138
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