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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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555-230-204 Issue 3 March, 1996 DEFINITY Communications System Generic 3 Feature Description Graphics © AT&T 1988 Table of Contents
Contents Issue 3 March 1996iii Table of Contents i About This Document lxxiii nPurposelxxiii nIntended Audiences lxxiv nReason For Reissuelxxiv nHow to Use This Documentlxxiv nOrganization lxxiv nSecurity Requirements lxxv nConventions Used in This Document lxxv nTrademarks and Service Marks lxxv nHow to Make Comments About This Document lxxvi 1 Introduction 1-1 nOverview 1-1 nGeneric 3 Version 1 1-3 G3i Version 1 1-3 G3i-Global Version 1 1-4 G3r Version 1 1-4 G3s Version 1 1-6 G3vs Version 1 1-6 nGeneric 3 Version 2 1-7 New Features for Version 2 1-7 nGeneric 3 Version 3 1-7 New Features for Version 3 1-8 nGeneric 3 Version 4 1-8 New Features for Version 4 1-9 nGeneric 3 Notation 1-10 nSecurity Measures 1-13
Contents ivIssue 3 March 1996 Logoff Notification 1-14 Passwords 1-14 Physical Security 1-14 Remote Ad ministration Port 1-15 Trunks 1-15 AUDIX 1-15 Automated Attendant1-16 Call Forwardin g 1-16 Call Vectoring 1-16 Action 1-17 Enhanced Call Transfer1-17 Action 1-18 Remote Ac cess 1-18 Other Features Requiring Security Precautions 1-19 nOrganization of Features 1-20 Organization of Each Feature Section1-20 2 Functional Description 2-1 nOverview 2-1 nVoice Management Overview 2-2 Voice Management Features 2-2 nData Management 2-7 Data Networking 2-10 Data Communications Protocols and Interfaces2-13 ISDN Protocols2-14 Electronic Industries Association (EIA) 2-14 EIA RS-232D2-14 RS-4492-15 RS-3662-15 Digital Communications Protocol (DCP) Interface 2-15 BX.25 Packet Switching Protocol 2-16 nInternational Telecommunications Union - Telecommunications, Specifications Sector (ITU-T) Interface 2-20
Contents Issue 3 March 1996v X.25 Packet-Switching Protocol2-20 Wideband Switching2-21 nData Management Features 2-22 nNetwork Services 2-23 Network Services Features 2-23 Private Network Configurations 2-24 Electronic Tandem Network (ETN)2-25 Distributed Communications System (DCS)2-25 Main/Satellite/Tributary2-29 Trunking 2-30 nSystem Management2-34 System Management Features 2-34 System Ad ministration 2-35 Remote Ad ministration 2-36 Technical Service Center (TSC) 2-36 nHospitality Services2-37 Hosp itality Services Features 2-37 nCall Center Services 2-38 Call Center Services Features 2-38 3 Feature Descriptions 3-1 nOverview 3-1 nAAR/ARS Partitioning 3-2 Feature Availability 3-2 Desc ription 3-2 Considerations 3-3 Interactions 3-3 Ad ministration 3-4 Hard ware and Software Requirements 3-4 nAbandoned Call Searc h 3-5 Feature Availability 3-5 Desc ription 3-5 Considerations 3-5
Contents viIssue 3 March 1996 Interactions 3-6 Ad ministration 3-6 Hard ware and Software Requirements 3-6 nAb breviated Dialin g (AD) 3-7 Feature Availability 3-7 Desc ription 3-7 List Types 3-7 List Entries 3-8 Personal Number List Entries 3-8 Group Number and System Numb er List Entries 3-9 Enhanced Number List 3-9 List Assignments and Designations 3-9 Privileged Lists 3-10 Special Characters3-10 Access Options 3-11 Programming Personal Lists, Abbreviated Dialing Buttons and Automatic Dialing Buttons 3-13 Programming Group Lists 3-13 Considerations 3-14 Security Measures 3-15 Interactions 3-15 Ad ministration 3-16 Hard ware and Software Requirements 3-17 nAd d/Remove Skills3-18 Feature Availability3-18 Desc ription 3-18 Feature History 3-19 Considerations 3-19 Interactions 3-19 Ad ministration 3-19 Hard ware and Software Requirements 3-20 nAdministered Connections 3-21 Feature Availability3-21 Desc ription 3-21 Access Endpoints 3-21 Typical Administered Connection Configurations 3-22
Contents Issue 3 March 1996vii Establishment of Administered Connections 3-22 Administered Connection Establishment Retries 3-23 Dropping an Administered Connection3-23 Administered Connection Failure: Auto Restoration and Fast Retry 3-24 Interactions 3-25 Ad ministration 3-27 Hard ware and Software Requirements 3-30 nAdministrable Language Displays3-31 Feature Availability3-31 Desc ription 3-31 Feature Disp lays 3-31 Automatic Wakeup3-31 ASAI 3-33 Busy Verification of Stations and Trunks 3-33 Call Ap pearance Designation3-33 Call Detail Record3-34 Call Progress Feed back 3-34 Class of Restriction3-35 Date/Time Mo d e and Formats 3-35 Do Not Disturb (Hotel/Motel feature) 3-37 Expert Agent Selection 3-38 Field Separator 3-39 Integrated Directory Display Mo de 3-39 ISDN 3-39 Leave Word Calling 3-40 Malicious Call Trac e 3-44 Misc ellaneous Attendant Features 3-45 Caller Information 3-45 Emergency Access to Attendant3-45 Queue Status 3-46 Queue Status Indication3-46 Miscellaneous Call Identifier 3-46 Party Identifiers 3-51 Property Management System Interface3-51 Security Violation Notification 3-53 Stored Number 3-53 Time of Day Routing3-54 Considerations 3-55 Interactions 3-56 Ad ministration 3-56
Contents viiiIssue 3 Marc h 1996 Hard ware and Software Requirements 3-56 nAdministration Without Hardware (AWOH) 3-57 Feature Availability3-57 Desc ription 3-57 Considerations 3-58 Interactions 3-58 Voice Terminal Interactions 3-58 Attendant Interactions3-61 Data Terminal Interactions 3-63 Association/Disassociation of Terminal Feature Interactions 3-63 World Class Attendant3-66 Data Mo dules 3-67 Ad ministration 3-68 Hard ware and Software Requirements 3-68 nAdvice of Charge 3-69 Feature Availability3-69 Desc ription 3-69 When Information Is Received3-70 During and End 3-70 End Only 3-70 AOC in CDR Reports3-70 Reporte d Units 3-71 Considerations 3-71 Interactions 3-71 Ad ministration 3-72 Hard ware and Software Requirements 3-72 nAgent Call Handling3-73 Feature Availability3-73 Desc ription 3-73 Agent Log-in and Log-out 3-73 Agent Answering Options 3-75 Automatic Answer 3-75 Manual Answer 3-76 ACD Work Modes 3-76 Agent Request for Supervisor Assistance3-78 ACD Call Disconnecting3-79
Contents Issue 3 March 1996ix Stroke Counts 3-80 Call Work Codes3-81 Forced Entry of Stroke Counts and Call Work Codes 3-82 Agent Sizing (G3V3 a n d later releases) 3-82 Considerations 3-84 Interactions 3-86 Ad ministration 3-87 Hard ware and Software Requirements 3-88 nAlphanumeric Dialing 3-89 Feature Availability3-89 Desc ription 3-89 Considerations 3-89 Interactions 3-90 Ad ministration 3-90 Hard ware and Software Requirements 3-90 nAlternate Facility Restriction Levels (AFRL) 3-91 Feature Availability3-91 Desc ription 3-91 Terminal User Perspective 3-92 Attendant Perspective 3-92 Line Originator Case 3-92 Trunk Originator Case 3-93 Authorization Code Case 3-93 Considerations 3-94 Interactions 3-94 Ad ministration 3-94 Field Description3-94 Error Messages 3-94 Help Messages3-95 Initial Values3-95 Administration of AFRL Feature Button 3-95 Attendant Class of O perations 3-95 Hardware/Software Requirements 3-96 nAnswer Detection3-97 Feature Availability3-97 Desc ription 3-97 Considerations 3-98
Contents xIssue 3 March 1996 Ad ministration 3-98 Interactions 3-98 Hard ware and Software Requirements 3-98 nAttendant Auto-Manual Splittin g 3-99 Feature Availability3-99 Desc ription 3-99 Considerations 3-99 Ad ministration 3-99 Hard ware and Software Requirements 3-99 nAttendant Call Waiting 3-100 Feature Availability3-100 Desc ription 3-100 Considerations 3-101 Interactions 3-101 Ad ministration 3-102 Hard ware and Software Requirements 3-102 nAttendant Control of Trunk Group Access3-103 Feature Availability3-103 Desc ription 3-103 Considerations 3-104 Interactions 3-104 Ad ministration 3-105 Hard ware and Software Requirements 3-105 nAttendant Direct Extension Selection With Busy Lamp Field3-106 Feature Availability3-106 Desc ription 3-106 Standard DXS Tracking with Hundreds Select Buttons3-107 Enhanced DXS Tracking 3-108 The Group Display Button3-108 Considerations 3-109 Interactions 3-109 Ad ministration 3-110 Hard ware and Software Requirements 3-110 nAttendant Direct Trunk Group Selection3-111
Contents Issue 3 March 1996xi Feature Availability3-111 Desc ription 3-111 Considerations 3-111 Interactions 3-112 Ad ministration 3-112 Hard ware and Software Requirements 3-112 nAttendant Disp lay 3-113 Feature Availability3-113 Desc ription 3-113 Call-Related Information 3-115 Call Ap pearance Identification3-115 Calling Party Identification 3-115 Called Party Identification3-115 Internal COR 3-115 Call Progress Feedback 3-116 Call Purpose3-116 Sample Displays 3-118 Considerations 3-119 Interactions 3-120 Hosp itality 3-120 Ad ministration 3-120 Hard ware and Software Requirements 3-121 nAttendant Intrusion (Call Offer) 3-122 Feature Availability3-122 Desc ription 3-122 Considerations 3-122 Interactions 3-122 Ad ministration 3-123 Hard ware/Software Re quirements 3-123 nAttendant Override of Diversion Features 3-124 Feature Availability3-124 Desc ription 3-124 Considerations 3-124 Interactions 3-124 Ad ministration 3-124