ATT DEFINITY Communications System Generic 3 Instructions Manual

Hold - Automatic
Issue  3   March 1996
3-767
Automatic Hold call is treated the same as an attendant call placed in Hold by 
the depression of the HOLD button.
The Automatic Hold feature operates in conjunction with the START key or 
Automatic Start feature of an attendant console. The START key/Automatic Start 
operation has p recedence over the Automatic Hold feature. Any feature that uses 
the Start  key/Automatic Start o peration places the call on the active loop on 
Soft-Hold.
Interactions
As...

Feature Descriptions
3-768Issue  3   March 1996 
Hot Line Service
Feature Availability
Hot Line Service is available with all Generic 3 releases.
Description
Allows single-line voice terminal users, by simply lifting the handset, to 
automatically place a call to a preassigned extension number, public or private 
network telephone number, or feature access code.
The Hot Line Service d estination numb er is stored in an Ab breviated Dialing List.  
When the Hot Line Service user lifts the handset, the...

Hot Line Service
Issue  3   March 1996
3-769
Interactions
A Hot Line Service user cannot activate any feature unless the a c cess code is, or 
is part of, the destination number.
nBrid ged Call Ap pearance  — Single-Line Voice Terminal 
If a single-line voice terminal is administered for Hot Line Service, brid ged 
appearances of that voice terminal’s extension also places a hot line call 
automatically when a user g oes off-hook on that bridged appearance.
nLoudspeaker Paging Access
Loudspeaker Paging...

Feature Descriptions
3-770Issue  3   March 1996 
Hunting
Feature Availability
Hunting is available with all Generic 3 releases.
Description
Checks for the active or idle status of extension numbers in one or more ordered 
groups.  If all members of a group are active, the call can route to another group 
through Call Coverage or can wait in a q ueue for an available group member, if a 
queue is provided.
Hunting is accomplished through the ACD, Call Coverage, DDC, and UCD 
features.  The order of hunting...

Hunting
Issue  3   March 1996
3-771
Hardware and Software Requirements
No a d ditional hardware or software is required for Call Coverage, DDC, and 
UCD. ACD requires ACD software. Call Vectoring is also required for 
vector-controlled splits. 

Feature Descriptions
3-772Issue  3   March 1996 
3
Inbound Call Management (ICM)
Feature Availability
Applications running an Inbound Call Management (ICM) application can be 
connected to any DEFINITY  swi t c h  t hat  c a n  b e  provisioned with the necessary 
CallVisor ASAI interface. The G3vs and G3s ABP models cannot be equipped 
with a CallVisor ASAI interface.
Planners must consider the ICM traffic, rated switch c a pacity, CallVisor ASAI 
interface traffic, and rated capacity of the adjunct...

Inbound Call Management (ICM)
Issue  3   March 1996
3-773
nThe DEFI NI TY s yst em  c a n send CPN/BN and DNIS to a voice response 
unit (VRU), connect the caller to the voice response unit, and let the VRU 
interact with the user to d etermine handling for the call. Such a system can 
verify callers’ identity and provide access to database information (claims 
status, account balance, etc).
nA host ap p lication can transfer a call to an ACD and have the call treate d 
(and tracked on CMS) as an ACD...

Feature Descriptions
3-774Issue  3   March 1996 
Figure 3-17. Simplified ICM Configuration for Data Screen 
Delivery
The ASAI interface could also b e shown above d irect to the host. CONVERSANT. 
does not have to be in the middle if the host supports ASAI.
Integration With Speech Processing Adjuncts
ICM can be used to provide integration with Voice Response Units (VRUs).  The 
advantages of using ICM with the CallVisor ASAI in ad dition to tip/ring interfaces 
are as follows:
nData screen integration is...

Inbound Call Management (ICM)
Issue  3   March 1996
3-775
data terminals.   If the digits collected by the CONVERSANT voice system are  
the extension to which the call is to be routed, these routing digits are passed to 
the switch as the destination in the CallVisor ASAI third party make call request. 
The third party make call request is used by the CONVERSANT  voice system to 
set up various types of calls.
Figure 3-18. Simplified ICM Configuration for Speech Processor 
Integration
Host/Adjunct Call...

Feature Descriptions
3-776Issue  3   March 1996 
Direct Agent Calling
DAC is a new function that allows an adjunct to initiate or transfer a call to a 
particular ACD agent and have the call treated as an ACD call.
Calls that originally enter the switch as ACD c alls and are rerouted to a p articular 
agent via adjunct routing, or transferred from a tip/ring agent to a live agent via a 
‘‘third party make call’’ request, are treated as ACD calls for the duration of the 
call.  This is important for a...