DEFINITY® Enterprise Communications Server Release 6 Overview 555-230-024 Comcode 108136169 Issue 5 January 1998
Copyright 1997, Lucent Technologies All Rights Reserved Printed in U.S.A. Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Your Responsibility for Your System’s Security Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your company’s employees, agents, subcontractors, or persons working on your company’s behalf.
Contents About This Book 1 xxi ■ What Is the Purpose of This Book? xxi ■ Who Should Read This Book? xxi ■ What Is in This Book? xxi ■ How Should I Use This Book? xxiii ■ Conventions Used in This Book xxiii ■ Trademarks and Service Marks xxiii ■ Other References xxiv ■ How Can I Order Other Books? xxv ■ How Can I Make Comments About This Book? xxv Introduction ■ 1-1 DEFINITY ECS Advantages 1-2 Adaptable 1-2 Expandable 1-2 Integrating 1-3 Reliable/Recoverable 1-3 Sta
Contents ■ ■ Reliability and Recoverability Configuring for Reliability/Recoverability 1-15 Standard Reliability 1-16 High Reliability 1-16 Critical Reliability 1-19 Connections to ECS 1-21 Adjunct Connections Telephone Connections Network Connections ■ 2 ■ ■ iv Issue 5 1-23 1-24 1-25 Remote Service 1-26 Power 1-26 Software 1-26 Industry Applications ■ 1-15 Higher Education 2-1 2-2 Ensure Reliable Telephone Service 2-2 Organize Course Offerings and Events 2-2 Coordinate In
Contents ■ Enhance Guest Services 2-14 Specialized DEFINITY ECS Solutions 2-15 Financial Services 2-16 Control Costs 2-16 Tenant Partitioning 2-16 Automate Routine Transactions 2-17 Network Regional and Global Offices 2-17 Q-SIG Global Networking Call Center Group Video Systems 2-18 2-18 2-19 Improve Customer Service ■ 3 2-19 Wholesale Distribution 2-20 Provide Convenient Access to Product Information 2-21 Automate or Streamline Ordering Procedures 2-21 Provide Retailer Feedback t
Contents CallVisor Adjunct Switch Application Interface 3-11 ■ Home Agent/DEFINITY Extender 3-11 ■ CentreVu Call Management System 3-12 ■ CentreVu Supervisor 3-13 ■ Basic Call Management System 3-13 ■ Call Center Summary 3-14 ■ 4 Computer-Telephone Integration Solutions ■ DEFINITY PC Console 4-2 ■ CallVisor Adjunct Switch Application Interface 4-2 Capabilities 4-3 Architecture 4-5 Application Programming Interface 4-5 ■ CallVisor for UNIX 4-6 ■ CallVisor ASAI Gateway 4-8
Contents 6 7 Message Tandeming 5-6 Attendant Backup 5-6 Attendant Crisis Alert 5-7 ■ E911/CAMA Trunk 5-7 ■ Communications with Property Management Systems 5-8 Mobility Solutions 6-1 ■ Cordless Solution 6-1 ■ Medium Range Mobility Solution 6-2 ■ Long Range Mobility Solutions 6-3 DEFINITY Wireless Business System 6-4 Forum Personal Communications Manager 6-4 Telecommuting Solutions 7-1 DEFINITY Extender 7-1 Lucent Technologies TelecommuterModule 7-1 DEFINITY ECS Features fo
Contents ■ 9 Digital Communications Protocol 8-5 Digital Multiplexed Interface 8-5 ISDN-PRI 8-6 ISDN-BRI 8-6 Data Modules 8-7 Modems and Modem Pooling 8-9 Mode Code Interface Voice Processing Solutions ■ DEFINITY AUDIX Voice Messaging System Issue 5 9-2 9-3 Easy Installation and Expansion 9-4 Improved Clarity 9-4 The Best Solution Worldwide 9-4 Summary of DEFINITY AUDIX Features 9-5 ■ INTUITY Messaging Solutions 9-6 ■ INTUITY Lodging 9-7 ■ INTUITY Message Manager 9-7 9-8
Contents ■ ■ Integrated Directory 10-3 Last Number Dialed 10-3 Leave Word Calling 10-4 Whisper Page 10-4 Call Coverage 10-4 Coverage Paths for a Manager 10-5 Voice Messaging and Call Coverage 10-6 Message-Retrieval Options 10-7 Telephones and Workstations 10-7 Telephones 10-7 Analog (Single-Line) Telephones DCP Telephones ISDN BRI Telephones 10-7 10-8 10-8 Telephones for the Global Marketplace 10-8 8400 Series Telephones 9400 Series Telephones 6400 Series Telephones ■ 10-8 10-10
Contents 12 Networking Solutions 12-1 ■ QSIG Global Networking 12-1 ■ World Class Routing 12-2 ■ Network Management Features 12-3 Time of Day Routing 12-3 Automatic Route Selection 12-4 Automatic Alternate Routing 12-4 Additional Network Feature Path Replacement 12-4 Look Ahead Routing 12-4 Subnetwork Trunking 12-4 Generalized Route Selection 12-5 Facility Restriction Level 12-5 Bearer Capability Class 12-6 Remote Network Access 12-6 Public Network Call Priority 12-7 Call
Contents ■ Distributed Communication System — Integrated SDN and Non-Integrated SDN 12-19 Distributed Communications System and ISDN ■ 13 14 Wideband Signaling 12-21 Service Upgrade Solutions 13-1 ■ Connecting to a Network 13-2 ■ Amortizing Replacement Costs 13-2 ■ Ensuring Uninterrupted Service 13-2 ■ Storing New Equipment 13-3 ■ Making Optimum Use of Available Lines 13-3 ■ Re-training Administrators 13-3 ■ Backward Compatibility 13-3 ■ Seamless Integration 13-4 System Ma
Contents Terminal Translation Initialization ■ Scheduling 14-8 ■ Basic Reporting 14-8 ■ Performance Measurements 14-9 G3 Management Applications Reports and Data Acquisition Utilities 14-12 ECS Reports Generator 14-12 ■ Call Charge Information 14-14 ■ Call Detail Recording 14-14 Call Detail Recording Features 14-14 Call Detail Recording Devices 14-15 Call Accounting Systems 14-15 Call Accounting System for Windows Call Accounting System Terminal INTUITY Call Accounting System ■ A
Contents 555-230-024 Administered Connections A-5 Administrable Language Displays A-5 Administration Without Hardware A-5 Alphanumeric Dialing A-5 Alternate Operations Support System Alarm Number A-6 Answer Detection A-6 Attendant Auto-Manual Splitting A-6 Attendant Backup Alerting A-6 Attendant Call Waiting A-7 Attendant Calling of Inward Restricted Stations A-7 Attendant Console A-7 Attendant Control of Trunk Group Access A-7 Attendant Crisis Alert A-7 Attendant Direct Extensio
Contents xiv Issue 5 Bridged Call Appearance — Single-Line Telephone A-11 Bulletin Board A-12 Busy Verification of Terminals and Trunks A-12 Call Charge Information A-12 Call Coverage A-13 Call Detail Recording A-13 Call Forwarding A-13 Call Park A-14 Call Pickup A-14 Call Waiting Termination A-14 Class of Restriction A-14 Class of Service A-14 Code Calling Access A-14 Conference — Attendant A-15 Conference — Terminal A-15 Consult A-15 Coverage Callback A-15 Coverage Inc
Contents 555-230-024 Extended User Administration of Redirected Calls A-17 External Device Alarming A-18 Facility Busy Indication A-18 Facility Test Calls A-18 Fiber Link Administration A-18 Go to Cover A-18 Group Listen A-18 Group Paging A-19 Hold A-19 Hold — Automatic A-19 Hunt Groups A-19 Individual Attendant Access A-20 Integrated Directory A-20 Integrated Services Digital Network — Basic Rate Interface (ISDN-BRI) A-20 Intercept Treatment A-20 Intercom — Automatic A-21
Contents xvi Issue 5 Personalized Ringing A-25 Power Failure Transfer A-25 Priority Calling A-25 Privacy — Attendant Lockout A-25 Privacy — Manual Exclusion A-26 Public Network Call Priority A-26 Pull Transfer A-26 Recall signaling A-26 Recorded Announcements A-26 Recent Change History A-26 Recorded Announcement A-26 Recorded Telephone Dictation Access A-27 Remote Access A-27 Restriction — Controlled A-27 Ringback Queuing A-27 Ringer Cutoff A-27 Ringing — Abbreviated and D
Contents ■ Voice Message Retrieval A-32 Voice Terminal Alerting Options A-32 Voice Terminal Display A-32 Whisper Page A-32 World Class Tone Detection A-32 World Class Tone Generation A-33 Call Center Features A-33 Abandoned Call Search A-33 Add/Remove Skills A-33 Agent Call Handling A-33 Auto-Available Split A-33 Automatic Call Distribution A-34 Basic Call Management System A-34 Call Management System (CMS) A-34 Call Prompting A-34 Call Vectoring A-34 Calling Party/Billing
Contents ■ ■ VDN of Origin Announcement A-38 Voice Response Integration A-39 VuStats A-39 Hospitality Features Attendant Room Status A-39 Automatic Wakeup A-39 Do Not Disturb A-40 Dual Wakeup A-40 Room Activated Wakeup With Tones A-40 Hospitality Services A-40 Names Registration A-40 Property Management System Interface A-40 Property Management System (PMS) Digit to Insert/Delete A-41 Single-Digit Dialing and Mixed Station Numbering A-41 Multimedia Features xviii Issue 5 A-41
Contents DCS Leave Word Calling A-45 DCS Multiappearance Conference/ Transfer A-45 DCS Over ISDN-PRI D-channel A-46 DCS Trunk Group Busy/Warning Indication A-46 DCS With Reroute A-46 Enhanced DCS A-46 Extended Trunk Access A-46 Extension Number Portability A-47 Inter-PBX Attendant Calls A-47 Node Number Routing A-47 Private Network Access A-47 QSIG A-47 QSIG Call Forwarding (Diversion) A-48 QSIG Call Offer A-48 QSIG Call Transfer A-48 QSIG Manufacturers Specific Information (M
Contents B CAMA - E911 Trunk Group A-54 Facility and Non-Facility Associated Signaling A-54 Wideband Switching A-54 System Capacity Limits C B-1 ■ Overview B-1 ■ Multiple Offer Categories B-1 ■ System Capacity Limits B-3 References ■ Basic DEFINITY ECS Documents Administration Installation and Maintenance ■ Call Center Documents DEFINITY CentreVu CMS ■ Application-Specific Documents ASAI ACD Call Detail Recording Console Operations Hospitality C-1 C-1 C-1 C-2 C-5 C-5 C-6 C-6 C-6 C-
About This Book What Is the Purpose of This Book? This book provides general information about the components and capabilities of the DEFINITY® Enterprise Communications Server (referred to as DEFINITY ECS or the system). It also discusses practical and creative applications for the DEFINITY ECS platform. This document covers information related to DEFINITY ECS Release 6, and includes all incremental releases up to and including Release 6.2. For details about changes for Release 6.
About This Book This overview of DEFINITY ECS is composed of the following chapters: ■ Chapter 1, "Introduction" — outlines basic advantages, capabilities, hardware and software components and system configurations. ■ Chapter 2, "Industry Applications" — discusses how DEFINITY ECS meets the communications requirements of several example industries. ■ Chapter 3, "Call Center Solutions" — discusses features that help you set up and manage an efficient call center.
How Should I Use This Book? How Should I Use This Book? You will probably want to read or skim the Chapter 1, "Introduction" first to get a basic understanding of the DEFINITY system. Chapter 2, "Industry Applications" is a good place to go next, because it discusses in general terms specific applications that may help you apply DEFINITY ECS creatively.
About This Book ■ GuestWorks™ ■ INTUITY™ ■ INTUITY Lodging™ MEGACOM® ■ MERLIN® ■ MULTIQUEST® ■ OneVision™ ■ Quorum™ ■ ■ VOICE POWER® UNIX® ■ Venue 2000™ ■ The following are trademarks or registered trademarks of other companies: ■ INFORMIX® is a registered trademark of Informix Software, Inc.
How Can I Order Other Books? How Can I Order Other Books? To obtain DEFINITY Communications System documentation, contact: General Business Communications System Publications Fulfillment Center PO Box 4100 Crawfordsville, Indiana 47933-3126 U. S. A. +1-317-361-5353 +1-317-364-5355 Fax (Central Standard Time Zone) If you are in North America phone: 1-800-457-1235 1-800-457-1764 Fax How Can I Make Comments About This Book? Lucent Technologies welcomes your feedback.
About This Book xxvi Issue 5 January 1998 555-230-024
Introduction 1 DEFINITY Enterprise Communications Server (ECS) organizes and routes voice, data, image and video transmissions Figure 1-1. To streamline the handling of different types of data, the transmitted information is digitized (distilled into representative sequences). The system can also receive and transmit analog (undigitized) information, which is digitized internally by the system. Figure 1-1.
Introduction DEFINITY ECS Advantages The DEFINITY ECS is the first truly global multimedia platform. It handles multimedia traffic as efficiently as any system available, while its state-of-the-art design further enhances Lucent Technologies’ reputation for world-class reliability. The system not only accommodates but also integrates most related equipment throughout the world. Its modular design anticipates growth and change.
DEFINITY ECS Advantages Integrating Sometimes the most important function of the DEFINITY ECS is its control and coordination of all your desktop tools and shared resources. It not only communicates with most networks and equipment throughout the world, but unifies them by translating protocols and standards as necessary. The system is designed to accommodate multimedia and network integration tools. It also offers many features that integrate computer and telephone.
Introduction DEFINITY ECS: A Global Multimedia Platform DEFINITY ECS has been installed in more than 90 countries. It is the first truly global multimedia platform: — It is compatible with a wide variety of tools, from group video systems to desktop network management applications and much more. — It accommodates existing and emerging world-wide standards and protocols. — Using bandwidth-on-demand, it provides the most efficient multimedia transmissions available.
Hardware Hardware Though the primary components are the same, your DEFINITY ECS can vary widely in size and appearance, depending on your capacity requirements. It may be as small as a single wall-mounted cabinet, or it may be as large as several tall cabinets linked together in the same room or even hundreds of kilometers apart. Regardless of configuration, however, the system’s footprint is relatively small. DEFINITY ECS’s main hardware components are port networks.
Introduction Carriers and Cabinets Carriers are enclosed shelves composed of vertical slots that hold circuit packs. Circuit packs make up the logic, memory, and switching circuitry for the system. Port circuit packs connect to telephones, computers, and communications lines. The carriers are designed to accept any type of port circuit pack in each circuit pack position. Each cabinet contains at least one carrier. The circuit packs fit into connectors attached to the rear of the slots.
Carriers and Cabinets Compact Single-Carrier Cabinets Figure 1-2 shows a compact single-carrier cabinet with a hinge for attaching it to a wall. Figure 1-2. Compact Single-Carrier Cabinet The compact single carrier cabinet has the following characteristics: ■ It provides DEFINITY features and applications in a small package. ■ It is the only cabinet required for small organizations. ■ It can be mounted on a wall.
Introduction Compact Modular Cabinets Figure 1-3 shows a Compact Modular Cabinet. Figure 1-3. Compact Modular Cabinet The compact modular cabinet has the following characteristics: ■ Up to three cabinets can be connected together. ■ It allows small organizations to expand while keeping the initial investment moderate. ■ It can be mounted on a wall. ■ It contains ten universal port slots. ■ The first two universal port slots in the first cabinet are dedicated to the processor complex.
Carriers and Cabinets Single-Carrier Cabinets Figure 1-4 shows a typical single-carrier cabinet. Figure 1-4. Typical Single-Carrier Cabinet A maximum of four single-carrier cabinets can be stacked on top of each other to form a single Processor Port Network or Expansion Port Network.
Introduction Figure 1-5 shows a typical cabinet stack. Figure 1-5.
Carriers and Cabinets Multicarrier Cabinets Figure 1-6 shows a typical multicarrier cabinet. Figure 1-6.
Introduction ■ The Expansion Port Network cabinet, which contains: — Additional ports — Interfaces to the Processor Port Network cabinet and other Expansion Port Network cabinets — Maintenance interface — Components of a Center Stage Switch (optional) ■ The auxiliary cabinet, which contains equipment used for optional system-related hardware Control, duplicated control, expansion control, port, and switch node carriers can be installed in multicarrier Processor Port Network and Expansion Port Network c
Standard Configurations 1) Basic System A) Processor Port Network 2) Directly Connected System B) Expansion Port Network 3) Directly Connected System with Two EPNs C) Center Stage Switch 4) CSS-Connected System with up to 15 EPNs D) Switch Node 5) CSS-Connected System with up to 43 EPNs Figure 1-7.
Introduction The main configurations are: 1. Basic system consisting of a Processor Port Network (PPN) only. 2. Directly-connected system consisting of two Port Networks (PNs): one PPN and one Expansion Port Network (EPN) connected directly together. 3. Directly-connected system consisting of three PNs (one PPN and two EPNs) connected directly together. 4. Center Stage Switch-connected system consisting of up to 15 EPNs interconnected by one Switch Node (SN) to the PPN. 5.
Reliability and Recoverability Reliability and Recoverability The system is designed to recover from a power outage or other failure instantly, regardless of the source of the failure. Each port network includes a set of segmented, parallel buses. If one of the paired segments fails, the other bus segment continues to handle communications. You can always further enhance the system’s reliability by duplicating critical components such as processors or fiber-optic links between port networks.
Introduction ■ DEFINITY’s universal hardware and flexible software allow systems to be reconfigured quickly in emergency situations. Port networks can be added and network routing can be changed in a matter of minutes. Based on the needs of your organization, three redundancy configurations are available: ■ Standard Reliability ■ High Reliability ■ Critical Reliability Standard Reliability The built-in duplication of many of its parts makes the system inherently reliable.
Reliability and Recoverability 1 Figure 1-8.
Introduction Figure 1-9 shows a high reliability center stage system, where the Center Stage Switch is connected to both the active and standby control carrier. 1) Processor Port Network 4) Control Carrier 2) Expansion Port Network 5) Duplicate Control Carrier 3) Center Stage Switch Figure 1-9.
Reliability and Recoverability Critical Reliability Critical reliability systems are fully operational over 99 percent of the time, on average. No other switch vendor offers this level of system redundancy.
Introduction Figure 1-11 shows two control carriers and two Center Stage Switches in a critical reliability, Center Stage duplex system. As shown in Figure 1-11, a fiber-optic cable connects each port network to the Center Stage Switch, and another fiber-optic cable connects each Center Stage Switch to the duplicate Center Stage Switch.
Connections to ECS Connections to ECS DEFINITY ECS can be connected to communications paths that transmit voice and data signals between the system and a Central Office and/or other systems. The system can also be connected to public and private networks. Other possible connections are: ■ Data Communications Equipment, such as a data module, which translates transmitted data to a form compatible with the communications channel.
Introduction Figure 1-12.
Connections to ECS Adjunct Connections In addition to station connections, DEFINITY ECS includes many connections for adjunct (subordinate, related) equipment. The system provides an advanced X.25 (called BX.25) dedicated link adjunct interface, which can support a variety of adjuncts, including: ■ DEFINITY AUDIX Voice Processing System (internal) ■ INTUITY AUDIX Voice Processing System ■ Call Management System The BX.
Introduction ■ Inbound Call Management ■ DEC Computer Integrated Telephony programming library ■ Computer telephony integration DEFINITY ECS uses an analog line circuit to support voice adjunct and interface functions such as: ■ Loudspeaker paging ■ Music-on-hold ■ Queue status indications ■ Recorded announcement ■ External alarm inputs DEFINITY ECS supports an auxiliary trunk interface that connects to equipment supporting features such as: ■ Recorded announcement ■ Music-on-hold ■ Lo
Connections to ECS Network Connections Lucent Technologies has been a leader in providing compatibility with the Q-SIG global networking protocol. This means you can connect the DEFINITY ECS with other switches throughout the world. Q-SIG Global Networking was developed to comply with the Q-SIG standards developed by the European Computer Manufacturer’s Association and the International Standardization Organization.
Introduction Remote Service DEFINITY ECS’s remote-service capabilities allow greater flexibility in configuring your system. Although the system has high capacity and supports up to 25,000 lines, you may need to serve some users who are far from the main system. To satisfy these needs, you can use remote Expansion Port Networks using fiber-optic links. For locations further apart, you can connect a port network remotely over one to four T1 or E1 lines using a converter.
Industry Applications 2 The following application discussions explain how the DEFINITY ECS meets communications challenges in various industries. Though the specific requirements of the industries vary throughout the world, the general information presented here should be useful for generating ideas. Even if none of the applications precisely match your situation, the examples may suggest creative solutions you can apply to suit your needs.
Industry Applications Higher Education University and college administrators continually seek to: — Ensure reliable telephone service — Organize course offerings and events — Coordinate information and services — Communicate easily with the outside world — Teach many students for low cost — Plan for expansion and innovation Ensure Reliable Telephone Service A large DEFINITY ECS can service up to 25,000 telephones, and the systems can be networked together to accommodate many more.
Higher Education ■ Calls and leaves a message for the appropriate teacher when a course nears its enrollment limit. ■ Connects with the school’s billing system to total fees or allow the student to pay with a credit card. 5. When the student is finished registering, the system faxes a copy of the course schedule. Coordinate Information and Services Many universities have enormous campuses or are composed of a network of scattered colleges and offices.
Industry Applications to. The communications system must therefore be flexible enough to handle fluctuating call volume while satisfy each caller’s particular needs. Here’s how DEFINITY ECS’s Call Center tools meet these needs: ■ Automatic Call Distribution routes incoming calls to a group of operators who use equipment that allows them to handle multiple calls. As additional calls come in, they are placed in queue.
Higher Education ■ Desktop Conferencing Systems enable students to see and speak with one another and also collaborate on documents. They can create and jointly edit documents that may reside on only one computer in one location. The students can work together as if they were all seated at the same table. ■ TransTalk telephones help teachers and students solve software problems while talking with technical experts.
Industry Applications Healthcare The healthcare industry may include providers, insurance companies, employers, patients, researchers, pharmaceutical companies, and the government.
Healthcare the escort enters a short code on the telephone. This indicates to the housekeeping staff that the patient has left, and the room is ready to prepare for the next patient. When the housekeeping staff has cleaned the room, they enter a code to alert admissions that the room can immediately be reassigned. ■ Link to food and drug services When patients are discharged, the patient’s meals are cancelled, thus saving wasted food that otherwise may have been delivered.
Industry Applications Maximize Productivity and Efficiency Many healthcare facilities participate in an integrated health network consisting of numerous hospitals, clinics, doctors, offices, laboratories, and other medical facilities. Although they are often autonomously managed, these multiple sites have to function as a single organization to keep costs down and enable the facilities to be financially successful.
Healthcare By using Lucent Technologies products, healthcare facilities can reap the following benefits: ■ Improved communication between staff members in different locations ■ Simplified administration of dispersed systems ■ Better response to true emergencies ■ Improved staff efficiency and satisfaction Provide Highly Efficient Phone Service Many healthcare facilities encounter problems responding to the large number of incoming calls to their busiest offices.
Industry Applications ■ PassageWay™ products allow a caller’s record to appear on the agent’s screen as the call rings on the phone, based on caller input or Calling Line (or number) Identification. This eliminates the need for the agent to ask identifying questions and locate the records more easily. It also improves service by enabling the agent to greet the caller by name and begin to address the issues more quickly.
Healthcare DEFINITY ECS offers an easy way to help the healthcare industry: ■ INTUITY CONVERSANT enables a health information hotline, which is an audio library of health tips and procedures. This allows patients to help themselves. It can separate calls into groups of those who need care immediately, those who need to be scheduled with a physician, and those who simply need basic information, such as the remedy for a bee sting.
Industry Applications Desktop conferencing systems can be used in patients’ homes by home health nurses to confer with physicians about patient conditions. This enables more patients to be cared for outside the hospital, and reduces the need for the very ill to travel to the hospital or physician’s office.
Hospitality Remote consultations by non-physician medical staff, which are often difficult to arrange in rural areas. ■ Nutritionists, for example, are particularly scarce in remote settings. A nutritionist can use video to communicate with a patient in a distant facility, showing food models of healthy portions and being face-to-face with the patient for better understanding. Hospitality The hospitality industry is composed primarily of hotels, motels, and restaurants.
Industry Applications Improve Operating Efficiency and Safety Hospitality service facilities continuously deal with fluctuating economies, and must maintain maximum efficiency to ensure smooth operations and productive employees.
Hospitality ■ Provide phones with modem hookups and conference call capabilities. ■ Provide voice and fax messaging services. DEFINITY products can provide the following capabilities to the hospitality industry to enhance guest services: ■ Guest activity reports containing information on items such as requests for wakeup calls and delivery of these calls can be printed in hard-copy form or can be viewed at the Administration terminal.
Industry Applications Financial Services The financial services industry may include banking institutions, credit unions, insurance companies, mutual funds companies, and brokerage firms. These types of businesses are nearly indistinguishable from one another in some areas. Deregulation, technological advances and strong competition induce each to offer a broad range of financial services. Many of these services are automated in order to improve customer service and make the most of available resources.
Financial Services Automate Routine Transactions In many countries, as much as a quarter of all bank transactions are conducted by telephone. For related businesses such as brokerage houses, the percentage can be much higher. Typically, at least half of these calls are from callers requesting routine information. The INTUITY CONVERSANT System allows you to set up an automated attendant that screens calls for your busy customer service representatives.
Industry Applications Q-SIG Global Networking Lucent Technologies has been a leader in providing equipment compatible with Q-SIG, a global standard for vendor-independent networking. Q-SIG has been adopted by the International Standardization Organization, ensuring its acceptance worldwide. Lucent’s Q-SIG Global Networking allows you to network different types of systems throughout the world.
Financial Services Group Video Systems A final aspect of standardizing your customer service is training. Some banks have set up Group Video Systems at their branches and a MultiPoint Control Unit at the home office. This allows full-motion, real-time interactive video calls among them. All the branches in the network can watch and participate in training sessions.
Industry Applications Here are some additional ways DEFINITY ECS can help you serve your customers: ■ INTUITY CONVERSANT brokerage applications allow your brokerage customers who use car telephones to access account information by speaking rather than pressing keys. ■ Expected Wait Time tells callers how long they can expect to wait in queue, and offers transactions options according to how long they will be waiting.
Wholesale Distribution Provide Convenient Access to Product Information INTUITY AUDIX allows retailers to get product information at the touch of a button. For example, when a clothing retailer calls the wholesaler’s product information number, AUDIX presents the caller with the following options: ■ For information about women’s clothing, press 1. ■ For information about men’s clothing, press 2. ■ For information about children’s and young adult’s clothing, press 3.
Industry Applications Any of DEFINITY ECS’s voice messaging products allow you to set up a voice mailbox for receiving comments from retailers. You can handle the information more elegantly by setting up an interactive survey using the CONVERSANT Voice Information system. For example, those calling a retailer’s feedback hotline might be presented with the following options: ■ To comment on an order, press 1. ■ To comment on a product, press 2.
Call Center Solutions 3 DEFINITY Call Center applications are designed to efficiently connect each caller with the representative best suited to serve that caller. The DEFINITY ECS begins the process by capturing information about the caller even before the call is routed. That information is integrated with existing databases (see Chapter 4, "Computer-Telephone Integration Solutions") and the combined data is used to match caller to agent.
Call Center Solutions ■ Voice Response Integration, which combines and integrates the capabilities of your DEFINITY call center system with those of your CONVERSANT Voice Information System. ■ CallVisor ASAI, which delivers call information to a host computer application which routes calls and supplies information to agents. ■ CentreVu Call Management System, which provides reporting and management information about your call center.
Automatic Call Distribution (ACD) In the Figure 3-1 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 redirected to Hunt Group C if not answered within an administrable time. Calls to Hunt Group C are redirected to voice mail if not answered within an administrable time.
Call Center Solutions DEFINITY ECS 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 expires, or until the caller hangs up. If the call has not been answered after an administrable period of time, an announcement can be played for queued callers.
Call Vectoring ■ Dialed-Number Identification Service allows agents to identify (via display telephones) the purpose of each incoming call and greet the caller appropriately. ■ Automatic Available hunt group allows CONVERSANT Voice Information System or other “nonhuman” agent positions to be automatically staffed and made available. ■ Each agent can be logged into as many as four hunt groups at a time.
Call Center Solutions Vector Directory Numbers and Vectors Calls access DEFINITY ECS vectors using vector directory numbers (Vector Directory Numbers). A Vector Directory Number is a “soft” extension number that is not assigned to a physical equipment location.
Look-Ahead Interflow Off-loading of Periodic Excess Calls A vector can check conditions in the targeted hunt group, such as the number of calls already in queue. If the number is above a certain threshold, the vector bypasses that hunt group and routes the call to another hunt group or the vector can return a busy signal. However, if the number is below the threshold, the vector queues the call to that hunt group.
Call Center Solutions Look-Ahead Interflow is available on private network ISDN-PRI or Software Defined Network connections. Call Prompting Call Prompting, an integrated subset of Call Vectoring, may be used in various applications to enhance call handling based on information collected from the calling party. Call Prompting uses Call Vector commands to route calls based on the information collected.
Expert Agent Selection Call Distribution Based on Skill Calls that require certain agent skills (such as “speaks Spanish” or “knowledgeable about Product X”) can be matched to an agent who matches the required skill. You can assign one of up to 600 skill numbers to each need or group of needs.
Call Center Solutions ■ ■ ■ Name — calls to or from the agent display the name associated with the agent login ID and not the name associated with the telephone. Coverage — when the agent is logged out, busy or does not answer, calls to the login ID go to the coverage path associated with the agent and not to the coverage path associated with the telephone. Restrictions — calls to the login ID or from the agent use the restrictions associated with the agent and not the telephone.
CallVisor Adjunct Switch Application Interface These capabilities are provided by the converse command, which is an enhancement to basic call vectoring.
Call Center Solutions CentreVu Call Management System The CentreVu Call Management System collects call traffic data, formats management reports, and provides an administration interface for Automatic Call Distribution on your DEFINITY ECS.
CentreVu Supervisor In addition to standard reports, the CentreVu Call Management System has a comprehensive, optional forecasting system that can help you predict the number of ACD agents you will need at some future date. You can use archived CentreVu Call Management System data, add variable data, change and remove forecasting data, and capture data from a particular period in order to forecast staffing requirements.
Call Center Solutions The Basic Call Management System collects and processes DEFINITY ECS’s ACD call data (up to seven days) within the system; an adjunct processor is not required to produce call management reports. The Basic Call Management System provides various measurements for monitoring the operations of an ACD application.
Call Center Summary Figure 3-2.
Call Center Solutions Table 3-1 summarizes the four Call Center packages available with the DEFINITY ECS. These packages are available for all versions of the system. Specific configurations depend on the number of agents in the call center. Table 3-1.
Call Center Summary Table 3-1.
Call Center Solutions Table 3-1. Call Center Packages Available in the DEFINITY ECS — Continued Feature Call Center Basic Call Center Plus Call Center Deluxe Call Center Elite Add/Remove Skills by Feature Access Code X Service Observing on Logical Agent X MWL for Logical Agent Coverage X Inspect Button Shows Station Name X Reason Codes X Continued on next page 1. Caller Information Forwarding is only available in the United States.
Computer-Telephone Integration Solutions 4 Telecommunications and information systems are the fundamental building blocks of most businesses. Whether a sale is being made, a question being answered, or an order being placed, the telephone is the primary communications medium. And the information to make the sale, answer the question, or fulfill the order is stored in the computer.
Computer-Telephone Integration Solutions DEFINITY PC Console Lucent Technologies DEFINITY PC Console allows your call 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.
CallVisor Adjunct Switch Application Interface AT&T/Lucent Technologies has established development partnerships for ASAI with IBM, Hewlett-Packard, Dialogic, GIS, Tandem Computers, Stratus Computers, and Novell. Lucent Technologies is offering ASAI to meet specific customer needs for integration applications. These applications include incoming and outgoing call management, customer service, and office automation.
Computer-Telephone Integration Solutions Routing. Lets the system request routing information for a call from an application on the computer. The application provides a route or destination for the call on or not on the system. For example, when a call arrives, the system can request a route for the call based on the calling-party or called-party number information it passes to the computer. The computer can then send back an extension to which the call can be routed. ISDN Advice of Charge.
CallVisor Adjunct Switch Application Interface call when it comes into a station, manipulate the call while it is at the station, and invoke station features like lighting the message waiting light, setting Send All Calls, or Call Forward. These capabilities could be used, for example, to provide an integrated voice and electronic mail system for office personnel.
Computer-Telephone Integration Solutions cation program interface known as CallPath’ Services Architecture. Digital Equipment Corporation works with an application program DEFINITY ECS interface called Computer Integrated Telephony. Lucent Technologies CallVisor for UNIX can also be linked to ASAI. CallVisor for UNIX The Lucent Technologies CallVisor for UNIX provides an ASAI interface between a PC and your DEFINITY ECS.
CallVisor for UNIX 1) DEFINITY ECS 8) Personal Computer/ISDN Platforms 2) Primary Rate Interface 9) CallVisor ISDN Gateway 3) CallVisor Adjunct Switch Applications Interface; Call monitor and control, Station monitor and control 10) Calling number, Called number, Agent extension 4) CallVisor for UNIX 11) Inbound Call Management 5) Adjunct Switch Applications Interface; Call events, Outbound call requests, Routing requests 12) Voice Response Applications, Inbound Call Management 6) Conv
Computer-Telephone Integration Solutions CallVisor ASAI Gateway The CallVisor ASAI Gateway provides ASAI capabilities for the DEFINITY Generic 2 system. See your Lucent Technologies account team if you would like additional information on migrating your CallVisor ASAI Gateway to the DEFINITY ECS architecture. CallVisor Services With Lucent Technologies CallVisor Services Offerings, you can select the level of service that meets their specific business needs.
CallVisor ASAI Maintenance Services — Acceptance Testing — Provides assistance in the design and execution of a project acceptance test plan. ■ Single Point of Contact — With this service option, Lucent Technologies manages the entire implementation of call center components from all vendors involved. Consultative services must be provided with this service.
Computer-Telephone Integration Solutions Tandem Computers Incorporated and Lucent Technologies have announced development of an applications interface to link Tandem NonStop fault-tolerant computer systems and the DEFINITY ECS. This agreement lets both companies offer new applications and benefits resulting from an integrated interface from Lucent Technologies systems to Tandem computers.
PassageWay PassageWay Direct Connection PassageWay Direct Connection links your company’s desktop personal computers with an easy-to-use Microsoft Windows interface to give you greater business communications capabilities than either the telephone or the personal computer offer alone. PassageWay Direct Connection provides valuable computer-telephone integration benefits, plus it is a platform bridge to a wealth of other computer-telephone integration applications.
Computer-Telephone Integration Solutions The following system requirements must be met for PassageWay Direct Connection to function properly: ■ An IBM Compatible personal computer with: — 386 or higher microprocessor — Two megabytes of RAM (4MB recommended) — Two megabytes of hard disk space — 3.5” or 5/25” disk drive — An available serial port — Mouse or trackball — VGA (or higher resolution) monitor ■ Microsoft Windows 3.1 or higher (in standard or enhanced mode) or Windows for Work Groups 3.
PassageWay 1) 2- or 4-wire DCP Port 5) Personal Computer 2) Auxiliary Power 6) 2-wire DCP Port 3) DCP Telephone 7) 8411 DCP Telephone w/ PassageWay 4) Passageway Figure 4-2.
Computer-Telephone Integration Solutions The Fast Calling Feature resides between PassageWay and any Windows-based application on your Local Area Network, desktop personal computer, or mainframe. This approach allows existing applications to be simply and quickly “telephony enabled” without the need for low-level software development. The Fast Calling Feature takes advantage of simple keyboard recorded scripts and macros.
Hospitality Solutions 5 Keeping guests happy is essential in the lodging business. DEFINITY ECS offers an array of features that enhance guest services, including some that were previously only available on Lucent’s smaller GuestWorks™ server. Essential GuestWorks functions are now available through DEFINITY ECS. You can thus enjoy robust hospitality functions on a state-of-the-art communications system that easily accommodates growth.
Hospitality Solutions Lodging establishments often use three systems together: ■ DEFINITY ECS ■ A property management system ■ Lucent Technologies INTUITY Lodging Property management systems are used for making guest reservations, checking guests in and out, printing guest bills, and other accounting functions. INTUITY Lodging provides a variety of voice messaging and fax functions for guests, and includes flexible administration capabilities that simplify moves and changes.
A) Before message tandeming 1) INTUITY Lodging B) After message tandeming 2) Property Management System 3) DEFINITY ECS Figure 5-1. DEFINITY ECS Hospitality Integration The general advantages of using DEFINITY ECS in the Hospitality industry are touched upon in Chapter 2, "Industry Applications". The following sections provide a closer look at INTUITY Lodging, the GuestWorks enhancements of DEFINITY ECS itself, and DEFNITY ECS’s communications with property management systems.
Hospitality Solutions INTUITY Lodging Lucent Technologies INTUITY Lodging is a messaging system designed especially for lodging establishments such as hotels or other lodging providers such as hospitals or colleges. The system supplies guests with electronic mailboxes that store voice or fax messages. INTUITY Lodging serves as a private answering machine for each extension.
INTUITY Lodging Language Options Guests can hear voice mail prompts and menus in one of several languages. Up to nine different languages may be installed and used at the same time. The attendant enters the guest’s desired language at check-in time. The guests will hear menus and prompts in their chosen languages after logging in to retrieve messages. Contact your account representative for language options.
Hospitality Solutions DEFINITY ECS Hospitality Enhancements DEFINITY ECS inherently provides some of the features of Lucent Technologies’ Guestworks server, a smaller communications server designed for the hospitality industry. Recent enhancements to DEFINITY ECS provided additional hospitality features.
E911/CAMA Trunk Attendant Crisis Alert The Attendant Crisis Alert feature provides a visual, audible, and printed record when guests or staff place a call to the local emergency service agency. This gives hotel personnel the ability to assist emergency personnel when they arrive at the hotel by identifying where the call came from and when the call was made.
Hospitality Solutions Communications with Property Management Systems DEFINITY ECS exchanges guest status information (room number, call coverage path, etc.) with the property management system.
Mobility Solutions 6 Most businesses today struggle to improve customer service and increase profits while they control costs and staff size. That means employees have to be more productive, more responsive, and often more mobile. Wireless solutions allow you to control costs by reducing time and resources spent on paging employees, interrupting work to find a phone, rushing to answer calls, or being tethered to the desk waiting for an important call.
Mobility Solutions Medium Range Mobility Solution AT&T’s TransTalk 9000 (Figure 6-1) is a multiline, single zone solution that allows you to roam up to 700 feet (230 meters) from the base station. It effectively covers up to 500,000 square feet (150,000 square meters) in most business environments. Figure 6-1.
Long Range Mobility Solutions ■ Battery pack and optional battery backup ■ Rapid battery charger (2 1/2 hours) ■ Dynamic power adjustment ■ Mute button ■ Mobility range test capabilities Long Range Mobility Solutions Lucent Technologies offers two robust systems that will keep you in touch with customers, coworkers, and suppliers wherever you go in your office complex— desk-to-desk, office-to-office, or office-to-warehouse.
Mobility Solutions The DEFINITY Wireless Business System and the Forum™ Personal Communications Manager are similar in many respects. The DEFINITY Wireless Business System can be integrated with the DEFINITY ECS, and thus has some inherent efficiencies. The Forum uses an adjunct device but offers slightly higher capacities. It also uses an international industry standard that is more common in some parts of the world. Both systems feature Lucent’s Wireless System Engineering Expert Design System.
Long Range Mobility Solutions 555-230-024 ■ 6 PRI interfaces ■ 1 Sun workstation ■ 4 million square foot (1.
Mobility Solutions 6-6 Issue 5 January 1998 555-230-024
Telecommuting Solutions 7 Lucent Technologies research, supported by industry studies, shows that telecommuters are generally 15 to 30 percent more productive when they work at home. They 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, they can continue working when others cannot. Special DEFINITY system modules are available for telecommuting.
Telecommuting Solutions back to call coverage (voice messaging or an attendant) if the telecommuter is busy or unavailable. The seamless connections give the caller the impression that the telecommuter is actually in the office. The module makes the power of DEFINITY ECS available to telecommuters from any touch-tone phone.
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. Personal Station Access Personal Station Access allows you to transfer your telephone station preferences and permissions to any other compatible telephone.
Telecommuting Solutions ■ Outcalling automatically dials a prearranged phone number or pager when messages are received in a user’s mailbox. The system tells whoever answers that messages have been received. ■ 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.
Data Management Solutions 8 DEFINITY ECS is designed for fast, efficient, and reliable movement and management of data as well as voice information. All information transmitted through the system is carried in a digital format. Analog signals — both voice and data — are converted to digital form before being switched. Analog data compatible with data modules and fax machines can be transmitted through DEFINITY ECS at speeds up to 28.8 kbps.
Data Management Solutions ■ Your data communications system will benefit from many of DEFINITY ECS’s capabilities. For example, voice features such as Abbreviated Dialing, Queuing, and Automatic Route Selection can also be applied to data communications. DEFINITY ECS’s networking strengths can expand data connectivity to wider areas. And its system management capabilities can monitor and control your data communications. DEFINITY ECS can be used in a variety of data applications.
Data Management Features 1 1) DEFINITY ECS 4) Digital Signal Level 1 2) ISDN-PRI to a Wideband Application 5) ISDN-PRI to Switch or dedicated network 3) Fractional T-1 to Wideband Application Figure 8-1. 555-230-024 DEFINITY ECS Wideband Switching Supports Your High-Speed Data Communications Requirements ■ Administered Connections automatically establish an end-to-end connection between two data endpoints. An administered connection can be either permanent or scheduled.
Data Management Solutions ■ Default Dialing enhances computer dialing by allowing a computer user to place a data call to a pre-administered destination by simply entering a carriage return at the “DIAL:” prompt. This gives computer users who dial a specific number the majority of the time a very simple method of dialing that number. ■ Data Call Setup enables you to set up data calls (at any of the industry-standard rates) using a telephone or a computer keyboard.
Digital Interfaces Digital Communications Protocol Digital Communications Protocol (DCP), a forerunner of ISDN-Basic Rate Interface, has been the architectural foundation for Lucent Technologies digital servers and switches. It provides advanced ISDN-like functions by integrating voice and high-speed data. DCP continues to serve as a key digital interface for DEFINITY ECS. Like ISDN-Basic Rate Interface, DCP defines the communications interface between a terminal and the switch.
Data Management Solutions Both Digital Multiplexed Interface-Bit Oriented Signalling and Digital Multiplexed Interface-Message Oriented Signalling use 23 information (bearer) channels and one signalling (data) channel multiplexed on a 1.544-Mbps Digital Signal Level 1 carrier link. ISDN-PRI ISDN-PRI delivers ISDN service to DEFINITY ECS for high-speed connectivity to the public switched telephone network and to other switches in a private or public network.
Digital Interfaces Data Modules Data modules connect DEFINITY ECS with other communications equipment, changing protocol, connections, and timing as necessary.
Data Management Solutions There is an interface that can be configured as an RS-366 Automatic Calling Unit or an RS-232 asynchronous data interface that supports a limited AT command set for call control. All options are software definable and stored in nonvolatile memory. The reset options feature makes it easy to load default options. Designed to be easily upgraded, the High Speed Link has a memory cartridge interface for firmer upgrades to support new features.
Digital Interfaces 8000-Series Data Modules The 8400B Plus data module is a 2-wire version of the 7400B Plus data module described in the previous section. The 8500B ExpressRoute 1000 is similar to the 7500B described on the previous section. It is designed for stand-alone configurations or for use with 8500-series telephones.
Data Management Solutions access digital or analog facilities at will. DEFINITY ECS inserts the conversion resources when appropriate. DEFINITY ECS modem pools are assigned into modem pool groups. A group can have up to 32 modems, called “members.” DEFINITY ECS can have as many as 63 modem pool groups. Figure 8-2.
Mode Code Interface Mode Code Interface DEFINITY ECS supports an analog Mode Code interface for communications with INTUITY AUDIX and other voice mail systems using the same interface. This interface employs DTMF tones, line signals, and feature access codes, and allows INTUITY AUDIX to exchange data with the DEFINITY ECS without using a data link. Other adjunct vendors can engineer their products to use this interface.
Data Management Solutions 8-12 Issue 5 January 1998 555-230-024
Voice Processing Solutions 9 With less than 30 percent of person-to-person business calls reaching the intended party on the first attempt, day-to-day business can be frustrating. DEFINITY ECS integration with Lucent Technologies voice-messaging and voice-response products can help ensure that important calls are not lost.
Voice Processing Solutions Integrating each of these products with your DEFINITY ECS measurably reduces overhead costs and improves efficiency — while ensuring that important calls aren’t lost. 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.
DEFINITY AUDIX Voice Messaging System The entire system is contained on circuit cards, occupying five consecutive slots in a switch carrier. All the major components are economically mounted onto the multifunction board using the latest technology in large scale integration circuit chips and in surface mount fabrication.
Voice Processing Solutions Easy Installation and Expansion The DEFINITY AUDIX System was designed for easy installation. There are no special power or cabling adjustments required. In fact, the system is as easy to install as a DEFINITY System circuit pack. System expansion is simple. All the hardware required for the full 16 ports is included in the initial DEFINITY AUDIX system. If you decide to buy fewer than 16 ports initially, you can order additional ports at any time.
DEFINITY AUDIX Voice Messaging System Summary of DEFINITY AUDIX Features DEFINITY AUDIX is a powerful voice mail system that enables you to create, store, send, and receive spoken messages electronically. Spoken prompts guide you as you enter simple one- or two-key commands at a touch-tone telephone. Subscribers can use the system 24 hours a day, sending and retrieving messages from any touch-tone telephone.
Voice Processing Solutions ■ Automatic Message Scan can play all new messages in part or in their entirety without requiring you to press additional buttons, which is particularly useful when you are getting messages from your mobile phone. ■ Sending Restrictions by Community enables you to limit the communities of callers who can communicate via AUDIX Voice Messaging. ■ Group Lists allows you to create mailing lists of up to 250 people to use for broadcasting messages.
INTUITY Lodging ■ Pre-Addressing allows you to address a message before recording it. ■ Integrated Messaging allows you access and manage incoming voice, fax, and e-mail messages and file attachments from your personal computer or your telephone. A voice message will thus appear in your e-mail mailbox, for example, and vice versa. You can also set options to have just the message headers appear in the alternate mailbox.
Voice Processing Solutions ■ Ability to send and receive fax-only or voice-fax messages, to view faxes on your PC, and optionally to print faxes. ■ Recording, addressing, and scheduling messages. ■ Replying to messages and forwarding messages. ■ Annotating messages with a short subject line. ■ Setting up AUDIX mailing lists on-line with easy text entry and editing. You can see the lists on-line and print lists on any local or network printer.
INTUITY CONVERSANT System The system can handle single or multiple voice-response applications simultaneously, and can serve up to 48 callers at once. It can operate by itself to dispense information or collect data, or it can work with a host computer to access a large database such as bank account records. With its speech-recognition capability, even rotary telephone users can have access to sophisticated phone-based services.
Voice Processing Solutions CONVERSANT Form Filler Plus The versatile Form Filler Plus applications package for the CONVERSANT System lets you efficiently create a system that converts a caller’s spoken responses to scripted prompts into usable data. Possible uses include orders placed verbally to an incoming call center, market survey responses, time and sales reports, and benefit claims.
Desktop Solutions 10 The communications needs of the people in your company may vary widely. Some may need only basic telephone service. Others may need effective messaging services to save valuable time. Still others may require high speed data communications and access to a variety of host and personal computers. DEFINITY ECS brings voice communications, data communications, visual communications, and messaging together on the desktop, and lets you customize types of service for various individuals.
Desktop Solutions Abbreviated Dialing Allows you to dial frequently called or emergency numbers with just a few button presses instead of dialing the entire number one digit at a time. You can use Abbreviated Dialing to dial both internal and external numbers of up to 36 digits. Many telephones also allow you to program abbreviated dialing buttons so you can dial frequently dialed numbers with just one button press. Bridged Call Appearance Allows you to assign one extension to more than one telephone.
Telephone Features speakerphone. The announcement appears on each telephone as a normal call. Recipients can pick up the handset to listen, but cannot respond. The announcement does not go to telephones that are being used. If all phones are being used, you (the sender) hear a busy signal. Integrated Announcements DEFINITY ECS allows you to store recorded announcements (messages) internally within the switch. The announcements are digitized and stored in state-of-the-art electronic memory devices.
Desktop Solutions Leave Word Calling Allows you, with the touch of a button, to leave a standard message (“Call me back,” for example) for others on the same switch. 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. Call Coverage The Call Coverage feature ensures that your calls are always answered and that callers rarely, if ever, receive a busy signal.
Call Coverage For example, you may want to be available in the evening hours during a special project. You might also want calls directed to the office during the day, and have all other calls directed to AUDIX. By specifying the appropriate lead-coverage paths, you can have the call redirection flexibility you need. Telecommuting enhancements allow you to have call coverage redirected to a remote site. This is useful if you have a home office to which you want calls sent.
Desktop Solutions A) External Calls: Active, Busy, Don’t Answer 1) Secretary B) Internal Calls: Cover All 2) Clerk C) Internal Calls: Active, Busy, Don’t Answer 3) AUDIX Voice Messaging D) Internal Calls: Send All Calls 4) Message Center Group Figure 10-1. Typical DEFINITY ECS Call Coverage Options Voice Messaging and Call Coverage Often an AUDIX system is set up as the last point on a call-coverage path, as in Figure 10-1 above.
Telephones and Workstations 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.
Desktop Solutions three-way conference using the switchhook or flash button. You can access DEFINITY ECS voice features by either entering access codes from your touch-tone keypad or pressing feature buttons. Several models of analog telephones are available. DCP Telephones Digital DCP telephones using the Digital Communications Protocol employ digital transmission for integrated voice and data signals and control signals. Transmission is over a connection consisting of one or two two pairs of wires.
Telephones and Workstations four-wire digital line circuit card. This is a significant benefit because it provides an easier transition to either a two-line or a four-line environment, therefore reducing wiring expenses and installation adjustments. It also allows you to save space inside the cabinet by using 16-port two-wire boards in place of 8-port four-wire boards.
Desktop Solutions releases, as well as with all earlier DEFINITY four-wire systems. The backward and forward compatibility of these telephones protects the investment you made in your existing wiring and your existing older version four-wire DEFINITY systems. International Icons and Languages. International icons are used on the telephones, and buttons are available in several languages, as are the messages on display sets. You can also use a user-defined table to customize the translations.
Telephones and Workstations Figure 10-2.
Desktop Solutions Here are the most important features of the 9400 telephones: International Language Support. The new 9400 digital telephones are available with labels and user’s guides in several languages. Because the European requirements for the lettering on the keypad are not identical, Lucent Technologies has created an overlay that holds the necessary lettering for each country. Two overlays are available: one blank and one with letters, complying with CCITT standards. Compatibility.
Teleconferencing Products You can set up and supervise the bridge connections through an attendant console. Participants can dial into a prearranged conference at a specified time. The calls are then connected automatically, or can be screened by the attendant before being added to the conference. The attendant can also monitor the transmission quality of any or all of the active conference links. Poor connections can be identified, isolated, and re-dialed without interrupting the rest of the conference.
Desktop Solutions 1 2 3 4 5 6 7 8 9 * 0 stealth1 CJL 050696 Figure 10-3. Soundstation EX with External Microphones The equipment’s full-duplex technology allows conferees to speak at the same time, thus eliminating the tendency conventional speakerphones have of clipping — failing to transmit the beginning or ending sounds made in conversation.
Teleconferencing Products SoundStation The SoundStation has three microphones and a digitally tuned speaker that provide 360-degree coverage, whether you use the system in an office or a conference room. It connects to an analog telephone line. The built-in keypad includes a mute button and a flash key. An additional port allows you to connect the speakerphone to a tape recorder. The system is simple to install and use. You plug the phone line into a small wall module plugged into an outlet.
Desktop Solutions 10-16 Issue 5 January 1998 555-230-024
Multimedia Solutions 11 Multimedia complex The multimedia complex is the solution to handling the following calls: ■ Multimedia calls ■ Conference calls ■ Voice-Only calls The multimedia complex is built from: ■ A multimedia-equipped BRI-connected PC ■ A non-BRI multi-function telephone From the multimedia station, a user can: ■ Place and receive voice or multimedia calls ■ Place calls on hold ■ Unite calls into voice or multimedia conferences ■ Drop a voice call from a conference The us
Multimedia Solutions High-Level feature description The hardware required to create a multimedia station is connected together as a multimedia complex.
Multimedia Call Handling Multimedia Call Handling DEFINITY ECS enables you to administer two devices as a multimedia call complex. Composed of a voice terminal and a personal computer and/or data module, the complex handles both voice and video calls. Multimedia calls are treated in much the same manner as are voice calls. The user can: ■ Forward calls ■ Cover calls ■ Hold calls ■ Park calls A multimedia complex is also useful for conducting video conferences.
Multimedia Solutions ■ Hunting — Multimedia endpoints can be part of a non-ACD hunt group. ■ Authorization — Multimedia complexes are secured in the same way telephones on the DEFINITY ECS are. The authorizations are specified on the Class of Restriction and Class of Service forms. ■ ■ T.120 Data collaboration via the Expansion Services Module (ESM)1 — Allows sharing of PC-based applications, shared white board (a virtual chalkboard), and file transfers.
Multimedia Call Handling DEFINITY 9 1 3 7 8 3 2 4 4 5 5 6 cydfmch2 RPY 100997 1) One number access 5) Call redirection 2) Multimedia call complex 6) Multimedia conferencing 3) Multimedia to voice conversion 7) BRI data connection 4) Standard voice call handling 8) DCP voice connection 9) ESM data collaboration Figure 11-1.
Multimedia Solutions Multimedia Applications Server Interface The Multimedia Applications Server Interface provides a link between the DEFINITY ECS and one or more Multimedia Communications Exchange nodes. A Multimedia Communications Exchange is a stand-alone multimedia call processor produced by Lucent Technologies. This new link to DEFINITY ECS enhances the capabilities of each Multimedia Communications Exchange system by enabling it to share some of the DEFINITY ECS features.
Video Products and Services This section will introduce you to the visual communication products that you can connect to your DEFINITY ECS to create a premier communications solution that satisfies all your needs — voice, data and video — just by dialing a telephone number. And for additional information on Lucent’s visual solutions, contact your local distributor. If you are in North America, dial 1-800-VIDEOGO (prompt 3). NOTE: Some applications and products are unavailable in some countries.
Multimedia Solutions You control the conference via a desktop keypad that easily turns the system on or off, dials the call, adjusts the audio volume, selects the video source, and positions the camera. The camera in most models has an auto-focus lens, plus zoom, pan, and tilt capabilities that let users move the camera to follow conferees as they move around the room.
Video Products and Services Desktop Conferencing Systems Many meetings involve just two or three individuals who need to share information — whether it be text, data, graphics, or some other form of information. And with larger teams of people, these individuals may be separated in locations around the country or the world. They have the same need to meet strategic objectives, shorten project cycle time, and improve working relationships with project partners.
Multimedia Solutions The MultiPoint Control Unit uses the ITU-T H.320 video conferencing standard to connect the video endpoints, assuring compatibility with other video endpoints that conform to the standard. In addition to compatibility, the H.320 standard ensures a common level of visual, graphics, and audio quality that will satisfy your visual communication requirements. The unit is built on the architecture of the DEFINITY ECS.
Networking Solutions 12 DEFINITY ECS provides not only powerful voice and data capabilities, but connections to a variety of voice and data networks as well. AT&T/Lucent Technologies has long been a leader in networking. DEFINITY ECS continues to build on those established networking strengths to offer you network management features, network interfaces, a variety of private network configurations, and end-to-end ISDN capabilities.
Networking Solutions The latest QSIG enhancements enable 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 as the call is established, while it is being forwarded, or while it is being transferred. DEFINITY ECS’s implementation of QSIG also supports the ISO QSIG private network diversion supplementary service, as described in the QSIG standard.
Network Management Features 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. DEFINITY ECS support for International Direct Distance Dialed calls eliminates any restriction on the grouping and format of digits on Automatic Route Selection numbers. Call routing is determined by the digits and the length of the dialed number.
Networking Solutions Automatic Route Selection Automatic Route Selection routes public network calls on the most desirable (usually the most economical) trunking facilities available on your DEFINITY ECS when the call destinations are accessible through your public network. DEFINITY ECS supports up to 640 routing patterns. Each routing pattern consists of up to 16 routing preferences (types of facilities) set up in the order you want them checked when a call is placed.
Network Management Features Subnetwork trunking provides digit insertion, deletion, pauses, and/or wait for dial tone in digit outpulsing, as required, to permit calls to route to or through a remote switch, over tie trunks to a private network switch, or over central office trunks to the serving central office.
Networking Solutions system management tools. DEFINITY ECS 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.
Network Management Features Public Network Call Priority Public Network Call Priority provides intrusion, retention, re-ring, and mode of release control to switches on public networks. It allows you to give priority to toll calls in areas where trunks and lines are in short supply.Many of the capabilities of this feature are similar, but are referred to by different names in different countries.
Networking Solutions Intrusion Intrusion is similar to Forced Disconnect, except that it allows a network operator to interrupt a local call and announce an incoming toll call. The operator hears and speaks only with the party to whom the toll call is directed. Restrictions are the same as those listed for Forced Disconnect. Re-Ring When a local call is interrupted by a toll call, the original call is kept on hold until the toll call in complete.
Network Interfaces and Equipment Local Exchange Trunks Local exchange trunks connect DEFINITY ECS to a central office.
Networking Solutions Digital Interfaces Lucent Technologies 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 DEFINITY ECS also supports E1 connections. T1/E1 access and conversion allows simultaneous connection to both T1 (1.544 Mbps) and E1 (2.048 Mbps) facilities (using separate circuit packs).
Network Interfaces and Equipment Configuring your DEFINITY ECS with an alternate voice/data DS1 interface does the following: ■ Uses out-of-band signaling in which signaling information is multiplexed onto one of the 64-kbps digital channels ■ Permits end-to-end voice and digital data connections between DEFINITY ECS switches ■ Delivers 23 clear 64-kbps digital channels plus one signaling channel multiplexed onto a 1.
Networking Solutions Stratum 3 clock is an optional external hardware adjunct for DEFINITY ECS that is more accurate than standard systems. Stratum 3 clock has a maximum of 2.5 minutes of allowable error per year. The standard clock used in DEFINITY ECS and many switch systems is a stratum 4E clock, which allows approximately 17 minutes of error per year. ISDN Lucent’s DEFINITY ECS provides complete ISDN support for small systems with 20 telephones up to large systems with 25,000 telephones.
ISDN Primary Rate Interface, referred to as 23B + D or 30B + D on an E1 interface, uses 23 or 30 64-kbps B channels and one 64-kbps D channel. The 23 or 30 B channels can be used for 23 or 30 individual voice or data calls. Basic Rate Interface, referred to as 2B + D, uses two 64-kbps B channels and one 16-kbps D channel. The B channels give the user simultaneous voice and data transmission over the same connection.
Networking Solutions 7 6 1 10 2 8 ? 3 9 8 5 4 Figure 12-1.
ISDN ■ User-to-User Information sends user information from one endpoint to another using the D channel. Three forms are available: message associated data, sent within Q.931 call control messages during call establishment and call clearing; call-associated data, sent during call setup on a B channel; and noncall-associated data, sent with no related call-setup activity on the B channel. Applications for this feature include DCS, Look-Ahead Interflow, and display of calling party name and number.
Networking Solutions ■ Temporary signaling connections are virtual packet-oriented D channel connections used to exchange user-to-user information on DCS over ISDN D channel and DCS AUDIX applications. Call-associated temporary signaling connections permit information exchanges that are associated with an existing B channel connection and noncall-associated temporary signaling connections allow this information exchange when no B channel connection exists.
Main/Satellite/Tributary If a DEFINITY ECS is a node within a Distributed Communication System and Centralized Attendant Service is provided, a centralized attendant can do the following: ■ Control access to specific trunks at other nodes ■ Directly access to 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 s
Networking Solutions Electronic Tandem Network If your company requires a medium to large network spanning a large geographic area, nationwide or even worldwide, Electronic Tandem Network is the answer. An Electronic Tandem Network is a wide-area private network that tandems calls through one or more switches to route the calls to their destinations.
Distributed Communication System — Integrated SDN and Non-Integrated SDN used as trunks) in any end-to-end private network routing pattern. Limiting the number of satellite hops may be desirable for controlling transmission quality or call delay in both voice and data calls. ■ Automatic Transmission Measurement System — You can use this feature to perform routine and on-demand maintenance tests on facilities in the Electronic Tandem Network.
Networking Solutions ■ 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. You can know who is calling if that person is in a nearby building or even across the country. ■ Centralized Messaging — Messaging services for the entire Distributed Communication System network may be coordinated by one system, depending on volume and the version of the main and remote switches.
Wideband Signaling Distributed Communication System nodes are connected by tie trunks (using DS1 and ISDN-Primary Rate Interface facilities, for example). In addition, a data link is provided between the various nodes (additional equipment such as a data module may be required), offering selected feature transparency across the network. With ISDN-Primary Rate Interface, the data link can be configured to use either a B-Channel or D-Channel.
Networking Solutions ■ Inexpensive transmission: Wideband calls are often tariffed differently. In the United States, wideband calls are about 30 percent less expensive than narrowband calls. ■ Simplified billing: Because there is just one call, there is just one record, making billing and traffic measurements easy.
Service Upgrade Solutions 13 Upgrading service typically presents a series of challenges.
Service Upgrade Solutions Connecting to a Network Upgrading telephone service in remote areas sometimes requires adapting equipment to work with unusual protocols. DEFINITY systems have been quickly modified to be compatible with networks in the remotest parts of the world. Lucent Technologies has been a pioneer in providing compatibility with the Q-SIG global networking protocol.
Storing New Equipment Storing New Equipment In one area, a steel plant’s old communications system had occupied an entire floor of one building. A four-story building was planned for housing the new switch. The compact DEFINITY ECS required only one 4 X 8 meter room, which included plenty of room for expansion. Making Optimum Use of Available Lines Because many lines in some remote areas do not operate properly, sometimes as many as 40 percent more lines are used than are necessary for adequate service.
Service Upgrade Solutions Seamless Integration Often when you must considerably enlarge your communications system, you are essentially charged the equivalent of a new, larger system. This is not the case with DEFINITY ECS. The hardware and software are bundled in such a way that you will only incur normal, incremental costs as you increase port capacity, even if you increase that capacity as much as one hundred-fold. DEFINITY is designed for easy expansion, rather than replacement.
System Management Solutions 14 Managing a powerful communications system like DEFINITY ECS was once a formidable task, requiring specially trained administrators who could operate complex programming tools. But, as the capabilities of systems become more sophisticated, so too have the tools that administer them. DEFINITY ECS offers a variety of easy-to-use modular tools for managing your system.
System Management Solutions System Management Terminal and Applications DEFINITY ECS Management Terminal and Enterprise Management Applications are two fundamental options for managing different systems based on size and requirements. They have been designed with similar user interfaces. Screen layouts and the use of commands and keys are much the same. This means that you can migrate from one option to another smoothly and with minimal training.
System Management Terminal and Applications ■ Configuration Program displays information about the G3-Management Applications hardware and lets the user select color-scheme and display options. ■ Emulation is an enhanced terminal emulation with keyboard and mouse cursor control, color screens, and extended help windows. ■ Communication makes Electronic Industries Association RS-232 connection to the switch.
System Management Solutions — Generate (download) merged station and model data to the switch — Perform audits ■ AUDIX Data Exchange allows you to transfer common data between a switch station form and an AUDIX subscriber form. This allows you to use your PC for both switch administration and AUDIX administration. TERRANOVA ECS Administration TERRANOVA ECS Administration is a software package for your personal computer that allows you to use the computer as an administration terminal.
System Access tem in the network. When an alarm occurs on any of the systems, the icon representing the switch changes color, indicating the severity of the alarm. The system then allows you to zoom in on the various switch components to target the trouble. It provides detailed information about the components during this troubleshooting process. You can query the system for detailed information at any time and request equipment inventories.
System Management Solutions Concurrent User Sessions In order to increase the efficiency of administration and maintenance functions, the DEFINITY ECS switch accommodates multiple concurrent administration and maintenance user sessions. Three or more devices (management terminals or operation support systems) can be connected to the switch to perform administration and/or maintenance tasks simultaneously.
Terminal Administration Administration Without Hardware 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. DEFINITY ECS Administration Without Hardware can be used on the following terminal types: ■ Analog telephones ■ Digital Communications Protocol telephones ■ Hybrid telephones Large DEFINITY ECS configurations support additional terminal types to those listed above.
System Management Solutions administrators can control who uses terminal translation initialization — and when. Scheduling DEFINITY ECS’s functional scheduling allows you to specify the time a command will be executed or to specify that it should be executed on a periodic basis. Only commands that do not require user interaction after being entering on the command line (such as list, display, test) can be scheduled.
Performance Measurements ■ 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. ■ 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 DEFINITY ECS.
System Management Solutions — Total calls, number of station-to-station calls, number of incoming trunk calls, number of outgoing trunk calls, and number of tandem calls These measurements are listed for the last hour, today’s peak hour, and yesterday’s peak hour. Large systems offer additional measurements that help configure the switch, determine the switch’s capacity for growth, and report unauthorized switch-access attempts.
Performance Measurements — System Management includes the number of successful and unsuccessful logins, the number of valid and invalid passwords, and the number of times a login name was valid but three successive invalid passwords were entered. — Call Processing lists the number of valid and invalid barrier codes entered, and the number of valid and invalid authorization codes entered for the total system, the stations on the system, all tie trunks, all remote access trunks, and the attendant consoles.
System Management Solutions links. This report lists the measurements for all calls, intercom calls, incoming trunk calls, outgoing trunk calls, and tandem calls for each port network. All of these measurements are accessible to an external host via the operation support system interface.
Performance Measurements ■ Captures all pre-defined 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 ■ Easy to navigate interface, with simple setup procedures The scheduler can be used for o
System Management Solutions 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.
Call Detail Recording ■ Use a second Call Detail Recording port for sending Call Detail Recording data to a second source ■ Provide Call Detail Recording 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 DEFINITY ECS includes the Variable Format Records feature, which provides a flexible means of incorporating new fields in the call detail record as new switch features and new Call Detail Re
System Management Solutions Call Accounting System for Windows The Call Accounting System for Windows allows you to generate comprehensive and accurate accounting reports using the familiar Microsoft Windows environment, which allows you to run several tasks at once. Detailed or summary reports can be expressed in two or three dimensional, color charts and graphs or in text files suitable for downloading to other applications.
Security 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 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.
System Management Solutions 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: 14-18 ■ Outward — User cannot place external calls. ■ Station-to-station — User cannot place or receive internal calls. ■ Termination — User cannot receive any calls (except priority calls). ■ Toll — User cannot place toll calls.
Features A This appendix provides a description of each feature of DEFINITY ECS arranged in the following categories: ■ "Automatic Routing Features" on page A-2 ■ "Basic Features" on page A-5 ■ "Call Center Features" on page A-33 ■ "Hospitality Features" on page A-39 ■ "Multimedia Features" on page A-41 ■ "Private Networking Features" on page A-43 ■ "Trunk Group Features" on page A-52 Not all features are available with each model of DEFINITY ECS.
Features Automatic Routing Features DEFINITY ECS provides a variety of automatic-routing features for public and private networks. Automatic Alternate Routing (AAR) and Automatic Route Selection (ARS) are the foundation for these automatic-routing features. They route calls based on the preferred (normally the least expensive) route available at the time the call is placed. Generally, AAR routes calls over a private network and ARS routes calls using the public network numbering plan.
Automatic Routing Features AAR/ARS Partitioning Allows AAR and ARS to be partitioned into 8 user groups within a single DEFINITY ECS and provides individual routing treatment for each of these user groups. User groups share the same Partition Group Number, which indicates the choice of routing tables that are used on a particular call. Each Class of Restriction is assigned a specific Partition Group Number or Time of Day specification.
Features Look Ahead Routing Provides an efficient way to use trunking facilities. It allows you to continue to try to reroute an outgoing ISDN-PRI call that is not completing. When DEFINITY ECS receives a cause value that indicates congestion, Look Ahead Routing tells the system what to do next. For each routing preference, you can indicate if the next routing-preference should be attempted or if the current routing-preference should be attempted again.
Basic Features Basic Features The following features come standard with DEFINITY ECS. 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 phone number you want. The number is then automatically dialed by the system.
Features Alternate Operations Support System Alarm Number Allows you to establish a second number for the system to call when an alarmable event occurs. This feature is useful for alerting a second support organization, such as INADS or OneVision. Answer Detection For purposes of call-detail recording, it is important to know when the called party answers a call. DEFINITY ECS provides three ways to determine whether the far end has answered an outgoing call.
Basic Features Attendant 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.
Features Attendant 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.
Basic Features Attendant Recall Allows users to recall the attendant when they are on a two-party call or on an Attendant Conference call held on the console. Single-line users press the Recall button or flash the switchhook to recall the attendant. Multiappearance users press the Conference or Transfer button to recall the attendant and remain on the connection when either button is used.
Features Authorization Codes Authorization Codes extend calling-privilege control and enhance security for remote-access callers.
Basic Features Automatic Transmission Measurement System Measures voice and data trunk facilities for satisfactory transmission performance. The measurement report contains data on trunk signal loss, noise, signaling return loss, and echo return loss. Acceptable performance, the scheduling of tests, and report contents are administrable. Block Collect Call Blocks collect calls. This feature is used primarily in Brazil.
Features Bulletin Board The bulletin board is a place on the switch where you can post information and receive messages from other switch users, including Lucent Technologies personnel. Anyone with appropriate permissions can use the bulletin board for everyday messages. In addition, Lucent Technologies personnel can leave high-priority messages, which are displayed on the first 10 lines of the bulletin board.
Basic Features 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 hunt group, a direct department calling hunt group, an automatic call distribution hunt group, a voice messaging system, or a coverage answer group established to answer redirected calls.
Features 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. Call Pickup Along with Directed Call Pickup, allows you to answer calls for other telephones within your specified call pickup group.
Basic Features Conference — Attendant 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. Conference — Terminal Allows multi-appearance telephone users to set up six-party conference calls without attendant assistance. Single-line telephone users can set up three-party conference calls without attendant assistance.
Features Data Hot Line Provides for automatic placement of a data call when the originator hangs up. Data Hot Line may be used for security purposes. This feature offers fast and accurate call placement to commonly called data endpoints. Data terminal users who constantly call the same number can use Data Hot Line to automatically place the call when they hang up the telephone. Data Privacy Protects analog data calls from being disturbed by any of the system’s overriding or ringing features.
Basic Features Dialed Number Identification Service Displays, for a called party or answering position, the service or product associated with an incoming call. You administer what the system displays. Distinctive Ringing Helps users and attendants distinguish between various types of incoming calls by distinctive ringing patterns. You can set up ringing patterns to indicate many different types of calls: internal, external, and priority calls, for example.
Features External Device Alarming Allows you to assign analog ports to alarm interfaces for external devices. You can specify a port location, information to identify the external device, and the alarm level to report when a contact closure occurs. Facility Busy Indication Allows users of multi-appearance telephones to see which lines, trunk groups, terminating extension groups, hunt groups, or paging zones (called resources or facilities) are busy.
Basic Features Group Paging Allows you to make an announcement to a group of people via their speakerphones. The speakerphones are automatically turned on when you begin the announcement. The recipients can listen to the message via the handset if they wish, but they cannot speak to you in return. Hold Allows you to disconnect from a call temporarily, use your telephone for other call purposes, and then return to the original call.
Features Individual Attendant Access Allows you to call a specific attendant console. Each attendant console can be assigned an individual extension number. Integrated 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.
Basic Features 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.
Features Line Lockout Removes single-line telephone extension numbers from service when users fail to hang up after receiving dial tone for 10 seconds (default) and then an intercept tone for 30 seconds (default). These intervals are administrable. The out-of-service condition lasts until the telephone user hangs up the phone. Listed Directory Number Allows outside callers to access your attendant group in two ways, depending on the type of trunk used for the incoming call.
Basic Features 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. Misoperation Handling Defines how calls are handled when a misoperation occurs.
Features 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. Music-on-Hold Access Automatically provides music, silence, or tone to a caller. Music lets the caller know that the connection is still valid. Many different music options can be administered to accommodate different tenants on the DEFINITY ECS.
Basic Features PC/PBX Connection PC/PBX Connection provides an integrated-voice and data-workstation interface from DEFINITY ECS to a 6300 or other compatible personal computer. The connection provides access to a variety of host computers, allowing the personal computer to act as a terminal for the host. Personal Station Access Allows you to transfer your telephone station preferences and permissions to any other compatible telephone.
Features 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. Public Network Call Priority Public Network Call Priority provides call retention, forced disconnect, intrusion, mode-of-release control, and rering to switches on public networks.
Basic Features 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.
Features Security Violation Notification Security Violation Notification (SVN) allows you to set security-related parameters and to receive notification when the limits that you have established are violated. You can run reports related to both valid and invalid access attempts. You can also disable a login ID or remote access authorization that is associated with a security violation.
Basic Features Tenant Partitioning Allows partitioning of the system in order to lease the system’s services and features to tenants. This provides attractive new services and revenue for “virtual” landlords. It provides the robust features of a large system at affordable rates to small business tenants. The system supports up to 100 partitions and 27 Attendant Groups. Multiple Attendant Groups can be assigned to each partition.
Features 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.
Basic Features 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.
Features Voice Message Retrieval Allows telephone users, remote access users, and attendants to retrieve Leave Word Calling and Call Coverage voice messages. It can be used to retrieve a user’s own messages or messages for another user. However, a different user’s messages can be retrieved only by a user at a telephone or attendant console in the coverage path, by an administered system-wide message retriever, or by a remote-access user when the extension and associated security code are known.
Call Center Features detection precise” is used in countries that, except for the continuous dial tone and discontinuous other tone, have tones with characteristics that do not match those expected by the tone detector board’s detect mode. The “level of tone detection broadband” is used in countries that have a discontinuous dial tone. World Class Tone Generation Allows you to define call-progress tones. You can select values for frequency and cadence.
Features bers back into Auto-In work mode after a system restart. Although not restricted to such, this feature is intended to be used for splits containing only recorders or voice-response units. Automatic Call Distribution Allows incoming calls to connect automatically to specific splits. An ACD split is a hunt group designed to receive a high volume of similar calls. Calls to a specific split are automatically distributed among the agents, or hunt group members, assigned to that split.
Call Center Features destination specified by those digits. There are many different applications of the Call Vectoring feature, however, Call Vectoring is primarily used to handle the call activity of Automatic Call Distribution splits and skills. Calling Party/Billing Number Allows the system to transmit Calling Party Number/Billing Number (CPN/BN) information to an ISDN-PRI trunk group. The CPN is the calling party’s telephone number. BN is the calling party’s billing number.
Features Transmission Control Protocol/Internet Protocol transport (DEFINITY LAN Gateway). CallVisor ASAI messages and procedures are based on the ITU-T Q.932 international standard for supplementary services. Direct Agent Announcement Direct Agent Announcement (DAA) enhances Direct Agent Calling capabilities for CallVisor Adjunct-Switch Application Interface (ASAI) and Expert Agent Selection (EAS). It plays an announcement to Direct Agent callers waiting in a queue.
Call Center Features Intraflow and Interflow Intraflow and Interflow allow you to redirect ACD calls from one split to another split. Intraflow redirects calls to other splits within the system using Call Coverage or Call Forwarding All Calls. Interflow redirects calls to an external split or location using Call Forwarding All Calls. You can have calls redirected from one split to another conditionally, according to the coverage path’s redirection criteria.
Features it with schedule-adherence packages to ensure that agents are performing scheduled activities at the scheduled time. You must have Expert Agent Selection (EAS) enabled to use reason codes. Redirection on No Answer Redirects a ringing ACD split or skill call or Direct Agent Call after an administered number of rings. This prevents an unanswered call from ringing indefinitely.
Hospitality Features Voice Response Integration Integrates Call Vectoring with the capabilities of voice response units such as the Lucent Technologies CONVERSANT Voice Information System. You can also integrate a voice response unit with ACD. All this provides a variety of advantages. For example, while a call is queued, a caller can listen to product information via an audiotext application or can complete an interactive voice-response transaction.
Features Do Not Disturb Allows guests, attendants, and authorized front desk users to request that no calls, other than priority calls, be connected to a particular extension until a specified time. Dual Wakeup This capability is part of the Automatic Wakeup Hospitality Hotel/Motel feature. Dual Wakeup allows each extension to request two wakeup calls within one 24-hour period. Room Activated Wakeup With Tones This capability is part of the Automatic Wakeup Hospitality Hotel/Motel feature.
Multimedia Features Property Management System (PMS) Digit to Insert/Delete Many customer configurations base the room telephone extension on the room number by adding an extra leading digit. The PMS Insert/Delete Digit feature allows users to delete the leading digit of the extension in messages. The feature is useful for a hotel that has multiple extensions sharing an extra leading digit in front of the room number. The leading digit is automatically inserted when the message goes to the PBX.
Features For an incoming call, Early Answer answers the dynamic service-link calls when the destination endpoint answers, unless Early Answer is specified during routing or termination processing. NOTE: The “destination voice endpoint” might be an outgoing voice trunk if the destination voice station is forwarded or covered off-premises. Multimedia Call Handling Multimedia Call Handling allows you to administer a telephone and a multimedia endpoint as a multimedia complex.
Private Networking Features Multimedia multiple-port network In R6, the expansion to multiple-port networks required a distinction between G3r and G3si. For G3r, R6 supports the equivalent of 580 Basic mode complexes operating at 6CCS traffic level. All enhanced mode complexes operate with soft-mode service links since the use of hard-mode service links reduces capacities. G3si limits are 1/3 to 1/2 of the G3r limits, depending on memory limitations and port network limitations.
Features DCS Alphanumeric Display for Terminals Within a distributed communication system, call information is displayed on users’ alphanumeric displays. This feature allows calling-name display, called-name display, and miscellaneous identifiers to be transferred from a telephone on one node to a telephone on another node. This gives the user considerable call handling capabilities when calls are made to and from other distributed communication system nodes.
Private Networking Features DCS Call Forwarding Allows users to forward all calls to a selected extension number within the distributed communication system network or to an external number. If Call Forwarding and DCS Call Forwarding are both active, and if a call is forwarded between extensions on the same node, the Call Forwarding coverage path is used. If the nodes are different, the DCS Call Forwarding coverage path is used.
Features DCS Over ISDN-PRI D-channel Enhances DCS by allowing access to the public network for DCS connections between DCS switch nodes. With this feature, DCS features are no longer restricted to private facilities. The ISDN-PRI B-channel is used for voice communications, and the ISDN-PRI D-channel is used to transport DCS control information.
Private Networking Features Extension Number Portability Gives you the ability to assign any extension to any system in a subnetwork. Stations can be moved across systems while retaining the original extension number, as long as the systems are part of a defined subnetwork. This feature is used in conjunction with Automatic Alternate Routing and Uniform Dial Plan. Inter-PBX Attendant Calls Allows attendants for multiple branches to be concentrated at a main location.
Features DEFINITY ECS provides 3 levels of QSIG functionality: ■ Basic Call Setup — Supports basic call setup and number transport ■ Basic Supplementary Services — Supports Name Identification Services, Call Forwarding (Diversion), and Call Transfer ■ Supplementary Services with Rerouting — Supports Call Forwarding (Diversion) with Reroute and Call Transfer with Path Replacement QSIG Call Forwarding (Diversion) QSIG Call Forwarding (Diversion) is based on the DEFINITY ECS Call Forwarding feature.
Private Networking Features forms to ISO 13869 for QSIG Call Transfer By Join. This means that the transfer occurs through the system where the transferring user resides and if the transfer involves two trunks, neither is released after the transferring party is dropped from the call. When you use this feature, you see no difference between QSIG Call Transfer and the standard DEFINITY ECS Transfer or Trunk-to-Trunk Transfer features.
Features tem-Parameters form. QSIG Name and Number Identification displays up to 15 characters for the calling and connected name and up to 15 digits for the calling and connected number across ISDN-PRI interfaces. QSIG - Called/Busy Name Display A QSIG Called Name or Busy Name displays on the calling party’s display as soon as the ALERTING or DISCONNECT message has been received, as long as the System Version is set to R6 or later configurations.
Private Networking Features and tributary switches; and Distributed Communications Systems. In addition, it can provide uniform 4- or 5-digit dialing between 2 or more private-switching systems without ETN, main, satellite, and tributary switches, or DCS.
Features Trunk Group Features DEFINITY ECS offers an array of features for managing trunk groups efficiently. DS1 Trunk Service Bit-oriented signaling that multiplexes 24 channels into a single 1.544-Mbps stream. DS1 can be used for voice or voice-grade data and for data-transmission protocols. E1 trunk service is bit-oriented signaling that multiplexes 32 channels into a single 2.048-Mbps stream. Both DS1 and E1 provide a digital interface for trunk groups.
Trunk Group Features BRI connections through the public network, with a TN2185 on each end of the leased connection. R6 will not, however, allow customers to administer both endpoints and trunks on the same TN556C circuit pack. NT QSIG Peer Protocol The NT side of the QSIG Peer Protocol has been added. Full ETSI Functionality The full set of ETSI public-network and private-network ISDN features is officially supported.
Features Multiple Subscriber Number (MSN) - Limited The ISDN standard MSN feature lets customers assign multiple extension to a single BRI endpoint. The MSN feature works with BRI endpoints that allow the Channel ID IE to be encoded as “preferred.” Call-by-Call Service Selection Enables a single ISDN-PRI trunk group to carry calls to a variety of services, rather than requiring each trunk group to be dedicated to a specific service.
System Capacity Limits B Overview This appendix provides information on the overall characteristics and capacities of the DEFINITY Systems. Multiple Offer Categories Beginning with DEFINITY ECS R6.2, the system software is administered upon initialization to specify an Offer Category. Currently there are two categories: A and B. The Offer Categories are administered by Lucent Technologies personnel or authorized distributors depending on the offer that is purchased.
System Capacity Limits Table B-1 summarizes the features and the capabilities between A and B. Table B-1. Offer Category A vs.
System Capacity Limits Offer Category A vs. B — Continued Table B-1. Offer Category A B Features (these features cannot be turned off via customer options form) Extension Number Portability The Following Features not allowed: Main/Satellite Capacities Standard R6 Remote Access/Barrier Code Modem Pooling Modified R6 (to Category B capacities) Continued on next page Table B-2 shows the system capacities for each category.
System Capacity Limits Table B-2.
System Capacity Limits Maximum System Parameters (Category A/B) — Continued Table B-2.
System Capacity Limits Table B-2.
System Capacity Limits Table B-2.
System Capacity Limits Table B-2.
System Capacity Limits Table B-2.
System Capacity Limits Table B-2.
System Capacity Limits Table B-2.
System Capacity Limits Table B-2.
System Capacity Limits Table B-2.
System Capacity Limits Table B-2.
System Capacity Limits Table B-2.
System Capacity Limits Table B-2.
System Capacity Limits Table B-2.
System Capacity Limits Table B-2. Maximum System Parameters (Category A/B) — Continued Release 6 R6vs (16 MB) R6csi (16 MB) R6si (16 MB) R6r 100025 84 1000 7000 Digital stations 2400 168 2400 25,000 Display stations 2400 2400 2400 10,000 Stations52 2400 2400 2400 25,000 700.8 700.8 700.
System Capacity Limits 10. Number of available 12 character inserted-digit-strings available for AAR/ARS preferences. 11. For Release 6vs, 4 is the recommended number of consoles supported due to power limitations. Of these, 1 may be used as a night console. The software supports 6:1 day/night attendant consoles. 12. This is the same as the number of trunk groups in the system. 13. Referred to as ‘‘emergency access queue length’’ in Release 6si. 14.
System Capacity Limits 46. Only 1 processor interface (PI) circuit pack is supported in Release 6vs and Release 6si configurations, therefore a total of 4 physical links (used for BX.25 or PRI) are available. PRI interface via the PI is not available in France, Germany, and Italy. PRI interface via the packet controller is used. 47. Other countries must use the PI when they have the Release 6vs configuration without packet bus capability. 48. The TN2185 BRI trunk circuit pack provides 8 ports.
References C This section contains a list of user documents for the DEFINITY Enterprise Communications Server (ECS) Release 6. To order these or other DEFINITY documents, contact the Lucent Technologies Publications Center at the address and phone number on the back of the title page of this document. A complete catalog of Business Communications Systems (BCS) documents, including previous issues of the documents listed here, is available on the World Wide Web. Ask your account team for the web address.
References DEFINITY ECS Release 6.2 — Change Description, Issue 1, 555-230-476 Gives a high-level overview of what is new in DEFNITY ECS Release 6. Describes the hardware and software enhancements and lists the problem corrections for this release. DEFINITY ECS Release 6 — System Description Pocket Reference, Issue 2, 555-230-211 Provides hardware descriptions, system parameters, listing of hardware required to use features, system configurations, and environmental requirements.
Basic DEFINITY ECS Documents Provides procedures and information for hardware installation and initial testing of single-carrier cabinets.The Release 5 version of this document applies to Release 6 as well. This document is available in the following languages: English, German (DE), Dutch (NL), Brazilian Portuguese (PTB), European French (FR), Castillian Spanish (SP), Italian (IT), Russian (RU), and Japanese (JA).
References Included are upgrade considerations, lists of required hardware, and step-by-step upgrade procedures. Also included are procedures to add control carriers, switch node carriers, port carriers, circuit packs, auxiliary cabinets, and other equipment. DEFINITY ECS Release 6 — Maintenance for R6r, Issue 2, 555-230-126 Provides detailed descriptions of the procedures for monitoring, testing, troubleshooting, and maintaining the R6r ECS.
Call Center Documents BCS Products Security Handbook, Issue 6, 555-025-600 Provides information about the risks of telecommunications fraud and measures for addressing those risks and preventing unauthorized use of BCS products. This document is intended for telecommunications managers, console operators, and security organizations within companies.
References DEFINITY ECS Release 6 — Basic Call Management System (BCMS) Operations, Issue 1, 555-230-706 Provides detailed instructions on how to generate reports and manage the system. It is intended for telecommunications managers who wish to use BCMS (Basic Call Management System) reports and for system managers responsible for maintaining the system. This documentation applies to Release 6 as well as earlier DEFINITY systems.
Application-Specific Documents features and to control switch calls. It is implemented using an Integrated Services Digital Network (ISDN) Basic Rate Interface (BRI). Hardware and software requirements are included.
References DEFINITY ECS Release 6 — CallVisor PC ASAI Installation and Reference, Issue 3, 555-230-227 Provides procedural and reference information for installers, Tier 3 support personnel, and application designers. ACD DEFINITY ECS Release 6 — Automatic Call Distribution (ACD) Agent Instructions, Issue 5, 555-230-722 Provides information for use by agents after they have completed ACD training. Includes descriptions of ACD features and the procedures for using them.
Application-Specific Documents Hospitality An Introduction to DEFINITY Communications System Generic 3 Hospitality Services, Issue 1, 555-230-021 Provides an overview of the features available for use by the lodging and health industries to improve their property management and to provide assistance to their employees and clients. Included are brief definitions of many of the system features, descriptions of the hardware, planning considerations, and list of the system capabilities.
References C-10 Issue 5 January 1998 555-230-024
Glossary GL and Abbreviations Numerics 3B2 Message Server A software application that combines voice and data messaging services for voice-terminal users whose extensions are connected to a system. 800 service A service in the United States that allows incoming calls from certain areas to an assigned number for a flat-rate charge based on usage. A AA Archangel. See angel. AAC ATM access concentrator AAR See Automatic Alternate Routing (AAR).
Glossary and Abbreviations access code A 1-, 2-, or 3-digit dial code used to activate or cancel a feature, or access an outgoing trunk. access endpoint Either a nonsignaling channel on a DS1 interface or a nonsignaling port on an analog tie-trunk circuit pack that is assigned a unique extension. access tie trunk A trunk that connects a main communications system with a tandem communications system in an electronic tandem network (ETN).
Glossary and Abbreviations adjunct-controlled split An ACD split that is administered to be under adjunct control. Agents logged into such splits must do all telephony work, ACD login/ logout, and changes of work mode through the adjunct (except for auto-available adjunct-controlled splits, whose agents may not log in/out or change work mode). adjunct-monitored call An adjunct-controlled call, active-notification call, or call that provides event reporting over a domain-control association.
Glossary and Abbreviations ALBO Automatic Line Build Out All trunks busy (ATB) The state in which no trunks are available for call handling. ALM-ACK Alarm acknowledge American Standard Code for Information Interchange See ASCII (American Standard Code for Information Interchange). AMW Automatic Message Waiting AN Analog analog The representation of information by continuously variable physical quantities such as amplitude, frequency, and phase. See also digital.
Glossary and Abbreviations appearance A software process that is associated with an extension and whose purpose is to supervise a call. An extension can have multiple appearances. Also called call appearance, line appearance, and occurrence. See also call appearance. application An adjunct that requests and receives ASAI services or capabilities. One or more applications can reside on a single adjunct.
Glossary and Abbreviations ATM See asynchronous Transfer Mode (ATM). attendant console The workstation used by an attendant. The attendant console allows the attendant to originate a call, answer an incoming call, transfer a call to another extension or trunk, put a call on hold, and remove a call from hold. Attendants using the console can also manage and monitor some system operations. Also called console. See also attendant.
Glossary and Abbreviations equipment). Restoration is done within seconds of a service disruption so that critical data applications can remain operational. Automatic Route Selection (ARS) A feature that allows the system to automatically choose the least-cost way to send a toll call. automatic trunk A trunk that does not require addressing information because the destination is predetermined. A request for service on the trunk, called a seizure, is sufficient to route the call.
Glossary and Abbreviations BCC See Bearer capability class (BCC). BCMS Basic Call Management System BCT See business communications terminal (BCT). Bearer capability class (BCC) Code that identifies the type of a call (for example, voice and different types of data). Determination of BCC is based on the caller’s characteristics for non-ISDN endpoints and on the Bearer Capability and Low-Layer Compatibility Information Elements of an ISDN endpoint.
Glossary and Abbreviations BTU British Thermal Unit buffer 1. In hardware, a circuit or component that isolates one electrical circuit from another. Typically, a buffer holds data from one circuit or process until another circuit or process is ready to accept the data. 2. In software, an area of memory that is used for temporary storage. bus A multiconductor electrical path used to transfer information over a common connection from any of several sources to any of several destinations.
Glossary and Abbreviations receive incoming calls, or hold calls. Two lights next to the button show the status of the call appearance. call-control capabilities Capabilities (Third Party Selective Hold, Third Party Reconnect, Third Party Merge) that can be used in either of the Third Party Call Control ASE (cluster) subsets (Call Control and Domain Control). Call Detail Recording (CDR) A feature that uses software and hardware to record call data (same as CDRU).
Glossary and Abbreviations 100 call seconds is abbreviated CCS. If a facility is busy for an entire hour, then it is said to have been busy for 36 CCS. See also Erlang. capability A request or indication of an operation. For example, Third Party Make Call is a request for setting up a call; event report is an indication that an event has occurred. capability group Set of capabilities, determined by switch administration, that can be requested by an application. Capability groups denote association types.
Glossary and Abbreviations CDRU See Call Detail Recording utility (CDRU). CEM Channel-expansion multiplexing center-stage switch (CSS) The central interface between the processor port network and expansion port networks in a CSS-connected system. central office (CO) The location housing telephone switching equipment that provides local telephone service and access to toll facilities for long-distance calling.
Glossary and Abbreviations Class of Service (COS) A feature that uses a number to specify if voice-terminal users can activate the Automatic Callback, Call Forwarding All Calls, Data Privacy, or Priority Calling features. See also Class of Restriction (COR). cm Centimeter CM Connection Manager CMDR Centralized Message Detail Recording CMS Call Management System CO See central office (CO).
Glossary and Abbreviations COS See Class of Service (COS). coverage answer group A group of up to eight voice terminals that ring simultaneously when a call is redirected to it by Call Coverage. Any one of the group can answer the call. coverage call A call that is automatically redirected from the called party’s extension to an alternate answering position when certain coverage criteria are met. coverage path The order in which calls are redirected to alternate answering positions.
Glossary and Abbreviations CSSO Customer Services Support Organization CSU Channel service unit CTS Clear to Send CWC See call work code. D DAC 1. Dial access code or Direct Agent Calling 2. See digital-to-analog converter (DAC). data channel A communications path between two points used to transmit digital signals.
Glossary and Abbreviations dB Decibel dBA Decibels in reference to amperes. dBrnC Decibels above reference noise with C filter. DC Direct current DCE Data-communications equipment D-channel backup Type of backup used with Non-Facility Associated Signaling (NFAS). A primary D-channel provides signaling for an NFAS D-channel group (two or more PRI facilities). A second D-channel, on a separate PRI facility of the NFAS D-channel group, is designated as backup for the D-channel.
Glossary and Abbreviations DID Direct Inward Dialing digit conversion A process used to convert specific dialed numbers into other dialed numbers. digital The representation of information by discrete steps. See also analog. digital communications protocol (DCP) A proprietary protocol used to transmit both digitized voice and digitized data over the same communications link. A DCP link is made up of two 64-kbps information (I-) channels and one 8-kbps signaling (S-) channel.
Glossary and Abbreviations Direct Extension Selection (DXS) A feature on an attendant console that allows an attendant direct access to voice terminals by pressing a group-select button and a DXS button. Direct Inward Dialing (DID) A feature that allows an incoming call from the public network (not FX or WATS) to reach a specific telephone without attendant assistance.
Glossary and Abbreviations domain-controlled station on a call A station that is active on a call, and which provides event reports over one or two domain-control associations.
Glossary and Abbreviations DWBS DEFINITY Wireless Business System DXS Direct extension selection E E1 A digital transmission standard that carries traffic at 2.048 Mbps. The E1 facility is divided into 32 channels (DS0s) of 64 kbps information. Channel 0 is reserved for framing and synchronization information. A D-channel occupies channel 16.
Glossary and Abbreviations emergency transfer If a major system failure occurs, automatic transfer is initiated to a group of telephones capable of making outgoing calls. The system operates in this mode until the failure is repaired and the system automatically returns to normal operation. Also called power-failure transfer. EMI Electromagnetic interference end-to-end signaling The transmission of touch-tone signals generated by dialing from a voice terminal to remote computer equipment.
Glossary and Abbreviations expansion-archangel link (EAL) A link-access function on the D-channel (LAPD) logical link that exists between a switch-processing element and an expansion archangel (EA). The EAL carries control messages from the SPE to the EA and to port circuit packs in an expansion port network. expansion control cabinet See expansion control carrier. expansion control carrier A carrier in a multicarrier cabinet that contains extra port circuit packs and a maintenance interface.
Glossary and Abbreviations FAS Facility-associated signaling FAT Facility access trunk FAX Facsimile FCC Federal Communications Commission FEAC Forced Entry of Account Codes feature A specifically defined function or service provided by the system. feature button A labeled button on a telephone or attendant console used to access a specific feature.
Glossary and Abbreviations G G3-MA Generic 3 Management Applications G3-MT Generic 3 Management Terminal G3r Generic 3, RISC (Reduced Instruction Set Computer) generalized route selection (GRS) An enhancement to Automatic Alternate Routing/Automatic Route Selection (AAR/ARS) that performs routing based on call attributes, such as Bearer Capability Classes (BCCs), in addition to the address and facilities restriction level (FRL), thus facilitating a Uniform Dial Plan (UDP) that is independent of the type of
Glossary and Abbreviations hertz (Hz) A unit of frequency equal to one cycle per second. high-reliability system A system having the following: two control carriers, duplicate expansion interface (EI) circuit packs in the PPN (in R5r with CSS), and duplicate switch node clock circuit packs in the switch node (SN) carriers. See also duplicated common control, duplication, duplication option, and critical-reliability system. HNPA See home numbering-plan area code (HNPA).
Glossary and Abbreviations ICD Inbound Call Director ICDOS International Customer-Dialed Operator Service ICHT Incoming call-handling table ICI Incoming call identifier ICM Inbound Call Management IDDD International Direct Distance Dialing IDF Intermediate distribution frame IE Information element immediate-start tie trunk A trunk on which, after making a connection with a distant switching system for an outgoing call, the system waits a nominal 65 ms before sending the digits of the called number.
Glossary and Abbreviations Integrated Services Digital Network (ISDN) A public or private network that provides end-to-end digital communications for all services to which users have access by a limited set of standard multipurpose user-network interfaces defined by the CCITT. Through internationally accepted standard interfaces, ISDN provides digital circuit-switched or packet-switched communications within the network and links to other ISDNs to provide national and international digital communications.
Glossary and Abbreviations in-use lamp A red light on a multiappearance voice terminal that lights to show which call appearance will be selected when the handset is lifted or which call appearance is active when a user is off-hook. INWATS Inward Wide Area Telephone Service IO Information outlet ISDN See Integrated Services Digital Network (ISDN). ISDN Gateway (IG) A feature allowing integration of the switch and a host-based telemarketing application via a link to a gateway adjunct.
Glossary and Abbreviations kbyte Kilobyte kg Kilogram L LAN Local area network LAP-D Link Access Procedure on the D-channel LAPD Link Access Procedure data LATA Local access and transport area lb Pound LBO Line buildout LDN Listed directory number LDS Long-distance service LEC Local exchange carrier LED See light-emitting diode (LED). light-emitting diode (LED) A semiconductor device that produces light when voltage is applied.
Glossary and Abbreviations line port Hardware that provides the access point to a communications system for each circuit associated with a telephone or data terminal. link A transmitter-receiver channel that connects two systems. link-access procedure on the D-channel (LAPD) A link-layer protocol on the ISDN-BRI and ISDN-PRI data-link layer (level 2). LAPD provides data transfer between two devices, and error and flow control on multiple logical links.
Glossary and Abbreviations one listed directory number (LDN). A tributary switch is connected to the main switch via tie trunks, but has its own attendant positions and LDN. maintenance Activities involved in keeping a telecommunications system in proper working condition: the detection and isolation of software and hardware faults, and automatic and manual recovery from these faults. management terminal The terminal that is used by the system administrator to administer the switch.
Glossary and Abbreviations MEM Memory memory A device into which information can be copied and held, and from which information can later be obtained. memory shadowing link An operating-system condition that provides a method for memory-resident programs to be more quickly accessed, allowing a system to reboot faster. message center An answering service that supplies agents to and stores messages for later retrieval.
Glossary and Abbreviations MO Maintenance object modem A device that converts digital data signals to analog signals for transmission over telephone circuits. The analog signals are converted back to the original digital data signals by another modem at the other end of the circuit. modem pooling A capability that provides shared conversion resources (modems and data modules) for cost-effective access to analog facilities by data terminals.
Glossary and Abbreviations MSSNET Mass storage/network control MT Management terminal MTDM Modular trunk data module MTP Maintenance tape processor MTT Multitasking terminal multiappearance voice terminal A terminal equipped with several call-appearance buttons for the same extension, allowing the user to handle more than one call on that same extension at the same time. Multicarrier cabinet A structure that holds one to five carriers. See also single-carrier cabinet.
Glossary and Abbreviations NANP North American Numbering Plan narrowband A circuit-switched call at a data rate up to and including 64 kbps. All nonwideband switch calls are considered narrowband. native terminal support A predefined terminal type exists in switch software, eliminating the need to alias the terminal (that is, manually map call appearances and feature buttons onto some other natively supported terminal type).
Glossary and Abbreviations node A switching or control point for a network. Nodes are either tandem (they receive signals and pass them on) or terminal (they originate or terminate a transmission path). Nonfacility-associated signaling (NFAS) A method that allows multiple T1 and/or E1 facilities to share a single D-channel to form an ISDN-PRI. If D-channel backup is not used, one facility is configured with a D-channel, and the other facilities that share the D-channel are configured without D-channels.
Glossary and Abbreviations OQT Oldest queued time OSHA Occupational Safety and Health Act OSI Open Systems Interconnect OSS Operations Support System OSSI Operational Support System Interface OTDR Optical time-domain reflectometer othersplit The work state that indicates that an agent is currently active on another split’s call, or in ACW for another split.
Glossary and Abbreviations party/extension active on call A party is on the call if he or she is actually connected to the call (in active talk or in held state). An originator of a call is always a party on the call. Alerting parties, busy parties, and tones are not parties on the call. PBX Private branch exchange PC See personal computer (PC). PCM See pulse-code modulation (PCM).
Glossary and Abbreviations PL Private line PLS Premises Lightwave System PMS Property Management System PN Port network PNA Private network access POE Processor occupancy evaluation POP Point of presence port A data- or voice-transmission access point on a device that is used for communicating with other devices. port carrier A carrier in a multicarrier cabinet or a single-carrier cabinet containing port circuit packs, power units, and service circuits.
Glossary and Abbreviations PRI endpoint (PE) The wideband switching capability introduces PRI endpoints on switch line-side interfaces. A PRI endpoint consists of one or more contiguous B-channels on a line-side T1 or E1 ISDN PRI facility and has an extension. Endpoint applications have call-control capabilities over PRI endpoints. principal A terminal that has its primary extension bridged on one or more other terminals.
Glossary and Abbreviations public network The network that can be openly accessed by all customers for local and long-distance calling. pulse-code modulation (PCM) An extension of pulse-amplitude modulation (PAM) in which carrier-signal pulses modulated by an analog signal, such as speech, are quantized and encoded to a digital, usually binary, format. Q QPPCN Quality Protection Plan Change Notice OSIG QSIG is a set of open standards for Enterprise networking. It is a protocol defining message exchanges.
Glossary and Abbreviations redirection criteria Information administered for each voice terminal’s coverage path that determines when an incoming call is redirected to coverage. Redirection on No Answer An optional feature that redirects an unanswered ringing ACD call after an administered number of rings. The call is then redirected back to the agent.
Glossary and Abbreviations RS-449 Recommended Standard 449 RSC Regional Support Center ROSE See Remote Operations Service Element (ROSE). S S1 The first logical signalling channel of DCP. The channel is used to provide signaling information for DCP’s I1 channel. S2 The second logical signaling channel of DCP. The channel is used to provide signaling information for DCP’s I2 channel. SABM Set Asynchronous Balance Mode SAC Send All Calls SAKI See sanity and control interface (SAKI).
Glossary and Abbreviations SDDN Software-Defined Data Network SDI Switched Digital International SDLC Synchronous data-link control SDN Software-defined network SFRL Single-frequency return loss SID Station-identification number simplex system A system that has no redundant hardware. simulated bridged appearance The same as a temporary bridged appearance; allows the terminal user (usually the principal) to bridge onto a call that had been answered by another party on his or her behalf.
Glossary and Abbreviations SPID Service Profile Identifier split See ACD work mode. split condition A condition whereby a caller is temporarily separated from a connection with an attendant. A split condition automatically occurs when the attendant, active on a call, presses the start button. split number The split’s identity to the switch and BCMS. split report A report that provides historical traffic information for internally measured splits.
Glossary and Abbreviations switchhook The buttons located under the receiver on a voice terminal. switch-node (SN) carrier A carrier containing a single switch node, power units, and, optionally, one or two DS1 converter circuit packs. An SN carrier is located in a center-stage switch. switch-node (SN) clock The circuit pack in an SN carrier that provides clock and maintenance alarm functions and environmental monitors. switch-node interface (SNI) The basic building block of a switch node.
Glossary and Abbreviations T T1 A digital transmission standard that in North America carries traffic at the DS1 rate of 1.544 Mbps. A T1 facility is divided into 24 channels (DS0s) of 64 kbps. These 24 channels, with an overall digital rate of 1.536 Mbps, and an 8-kbps framing and synchronization channel make up the 1.544-Mbps transmission. When a D-channel is present, it occupies channel 24. T1 facilities are also used in Japan and some Middle-Eastern countries.
Glossary and Abbreviations time interval The period of time, either one hour or one-half hour, that BCMS measurements are collected for a reports. time slice See time interval. time slot 64 kbps of digital information structured as eight bits every 125 microseconds. In the switch, a time slot refers to either a DS0 on a T1 or E1 facility or a 64-kbps unit on the TDM bus or fiber connection between port networks.
Glossary and Abbreviations TTTN See tandem tie-trunk network (TTTN). TTY Teletypewriter U UAP Usage-allocation plan UART Universal asynchronous transmitter UCD Uniform call distribution UCL Unrestricted call list UDP See Uniform Dial Plan (UDP). UL Underwriter Laboratories UM User manager Uniform Dial Plan (UDP) A feature that allows a unique 4- or 5-digit number assignment for each terminal in a multiswitch configuration such as a DCS or main-satellite-tributary system.
Glossary and Abbreviations V VAR Value-added reseller VDN See vector directory number (VDN). vector directory number (VDN) An extension that provides access to the Vectoring feature on the switch. Vectoring allows a customer to specify the treatment of incoming calls based on the dialed number. vector-controlled split A hunt group or ACD split administered with the vector field enabled. Access to such a split is possible only by dialing a VDN extension.
Glossary and Abbreviations wideband A circuit-switched call at a data rate greater than 64 kbps. A circuit-switched call on a single T1 or E1 facility with a bandwidth between 128 and 1536 (T1) or 1984 (E1) kbps in multiples of 64 kbps. H0, H11, H12, and N x DS0 calls are wideband. wideband access endpoint Access endpoints, extended with wideband switching to include wideband access endpoints.
Glossary and Abbreviations GL-52 Issue 5 January 1998 555-230-024
Index IN Numerics 603E telephones, 7-1 6400-series telephones, 10-8, 10-12 7000-series data modules, 8-8 7400A data module, 8-8 7400B Plus data modules, 8-8 7500-series telephones, 8-8 8000-series data modules, 8-9 800-service trunks, 12-9 8343 telephones, 7-1 8400-series telephones, 1-24, 10-8 8403 telephones, 10-9 8405B telephones, 10-9 8405D telephones, 10-9 8410B telephones, 10-9, 10-12 8410D telephones, 7-1, 10-9 8434DX telephones, 10-9 8500B ExpressRoute 1000 data module, 8-9 9400-series telephones,
Index queuing, 3-4 redirection of hunt group calls, 3-4 Redirection on No Answer, 3-5 Station Hunting, 3-5 stroke counts, 3-4 VuStats, 3-5 Automatic Message Scan, 9-6 Automatic Number Identification, 12-13 Automatic Route Selection Attendant Crisis Alert, 5-7 description, 12-4 Generalized Route Selection, 12-4 subnetwork trunking, 12-4 World Class Routing, 12-2 Automatic Transmission Measurement System, 12-19 Automatic Wakeup, 5-1 auxiliary cabinets, 1-12 auxiliary trunks, 12-9 B B channels, 12-13 backup
Index commands, 3-8 Expected Wait Time, 3-5 hunt groups, 3-6, 3-7 information announcements, 3-7 Look-Ahead Interflow, 3-7 night treatment, 3-6 priority treatment, 3-6 queuing, 3-5, 3-7 Voice Response Integration, 3-10 call work codes, ACD, 3-4 Call-by-Call Service Selection, 12-13 Called Party Control, 12-7 Calling Party Control, 12-7 Calling-Party Name Display, 12-20 CallMaster digital telephones, 3-4 CallVisor adjunct switch application interface (ASAI) adjuncts supported, 1-23 application programming,
Index CONVERSANT telecommuting features, 7-4 voice response software, 3-1 voice response units, 3-10 CONVERSANT Form Filler Plus, 9-10 converse command, 3-11 Cordless Telephone Generation 2 (CT2) technology, 6-4 cordless telephones, 6-1 coverage paths, 10-4 critical reliability configurations, 1-19 D D channels, 12-13, 12-15 D channels, backup, 12-15 data applications, DEFINITY ECS, 8-2 Data Call Setup, 8-4 data channels, 12-12 Data Collection, Call Prompting, 3-8 Data Communications Access, 8-4 data comm
Index Do Not Disturb, 5-1 documentation, related, C-1 duplicated control, 1-15 duplicated control cabinets, 1-9 duplicated control carriers, 1-15 duplication adjunct connections, 1-23 built-in, 1-16 system reliability, 1-15 E E1 interfaces, 12-10 ECS Reports Generator, 14-12 education applications, 2-2 Electronic Industries Association (EIA) RS-232 ports, 1-23 Electronic Tandem Network, 12-18 emergency situations, 1-16 Enhanced Trunk Signaling and Error Recovery, 12-19 equipment managing in ACD environmen
Index Host-Computer Access, 8-4 hunt groups Automatic Available, 3-5 Call Vectoring, 3-6 CentreVu Call Management System, 3-12 interflow, 3-4 overflow, 3-4 queuing, 3-4 redirection of ACD calls, 3-4 I I/O links, 1-15 implementation CallVisor ASAI services available, 4-8 GIS server 3000, 4-10 industry applications, 2-1 installation, carriers, 1-12 Integrated Directory, 10-3 integration computer-telephone, 4-1 hospitality services, 5-2 international, 4-1 Voice Response, 3-10 interfaces BRI, 12-12 digital, 8
Index Mobility solutions description, 6-1 long range, 6-3 medium range, 6-2 Mode of Release Control, 12-7 modem pools 7400A data modules, 8-8 7400B Plus data modules, 8-8 Data Management, 8-9 DEFINITY ECS, 8-10 description, 8-4 modems, 8-9 modems, modem pools, 8-9 multicarrier cabinets, 1-6 description, 1-11 types, 1-11 multilanguage displays, 1-4 multiline digital cordless business telephone, 6-1 Multimedia Call Handling capabilities, 11-3 Multimedia Call Handling, description, 11-3 Multimedia Solutions d
Index R real-time reports, 3-14 reason codes, 3-10 recovery, system, 1-15 redirection of calls Interflow, 3-4 Intraflow, 3-4 Redirection on No Answer, ACD, 3-5 redundancy configurations, 1-16 references to other DEFINITY documentation, C-1 release-link trunks, 12-9 reliability, system, 1-15 remote access authorization codes, 12-6 barrier codes, 12-6 telecommuting, 7-2 trunks, 12-9 Remote Call Coverage, telecommuting, 7-2 Remote Network Access description, 12-6 remote service, 1-26 reporting DEFINITY ECS, 1
Index switch nodes, DEFINITY ECS, 1-14 switch processing elements, 1-5 system administering security, 12-6 connections, 1-21 failures, 1-15 I/O links, 1-15 recovery, 1-15 reliability, 1-15 system access DEFINITY ECS, 14-5 System Broadcast, 9-5 System Management Applications, 14-2 DEFINITY ECS, 14-1 Terminal, 14-2 T T1 interfaces, 12-10 Tandem Traffic reports, 14-11 telecommuter module description, 7-1 per call mode, 7-2 per session mode, 7-2 telecommuting agents, 7-4 AUDIX features, 7-3 Call Answering for
Index U Uniform Dial Plan, 12-18 upgrades aspects of process, 13-1 backward compatibility, 13-3 network features, wideband signalling, 12-22 User-to-User Information, 12-15 V value queries, CallVisor ASAI, 4-4 vector commands, 3-5 vector directory numbers (VDNs) description, 3-6 Dialed-Number Identification Service, 3-6 vectors checking conditions in hunt groups, 3-7 description, 3-6 Look Ahead Interflow, 3-7 processing, integration with voice response units, 3-11 vendor products, 4-9 video conferencing,
