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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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Modem Poolin g Issue 3 March 1996 3-897 nDMI Data calls originated from a local analog data endpoint to a DMI trunk must dial the Data Origination Ac cess Code to obtain a conversion resource. Data calls on DMI trunks to local analog data endpoints automatically obtain conversion resources. nDS1 Tie Trunk Service Conversion resources used for Modem Pooling can only be connected to AVD DS1 tie trunks via Data Terminal Dialing or by dialing the feature access code for data origination. nCDR With G3i, Data Call CDR records the use of modem pools on trunk calls. Administration Modem Pooling is assigned on a per-pool basis by the System Manager. The following items require administration. nConversion Resources — For integrated conversion resources, assign Pooled Modem circuit packs. For combined conversion resources, assign Trunk Data Module and associated modems ports, sp eed (up to three speeds), and duplex and synchronization characteristics. nHOLD Time ( per pool basis) — Specify the maximum time any conversion resource may be held and not used (while a data call waits in a queue). Default value is five minutes. nData Origination Ac cess Code — Allow users to indicate a need for a conversion resource on an analog data call origination. G3i-Global can only use a modem compatible with the ITU-T 108.1 signaling procedures. Either a synchronous or asynchronous modem may be used. Hardware and Software Requirements One TN758 Pooled Modem circ uit pack is required for each two integrated conversion resources provided. Combined conversion resource requires one port on the Digital Line circuit pack and one p ort on an Analog Line circuit pack. No a d ditional software is required.
Feature Descriptions 3-898Issue 3 March 1996 Move Agents From CMS Feature Availability Move Agents From CMS is available from a CMS adjunct with all G3 releases. In a d dition, G3V4 a n d later releases provide the a bility to move agents or change skills while the agent is staffed. With R3V2 and later CMS releases, a single agent’s skill assignments can be changed while the agent is staffed. With CentreVu TM CMS R3V4 and later releases, up to 32 a gents’ split or skill assignments can be changed while the agents are staffe d. Description Allows a user to move up to 32 a gents from one split to another from the CMS terminal. G3V3 and earlier releases restrict the move to a gents who are not logg ed in. In a d dition, only one Expert Agent Selection (EAS) agent can have skill(s) changed on the CMS terminal at one time and this change does not take effect until they log out. With G3V4 and later releases, users c an change agents’ split or skill assignments while the agents are lo g ged in. In a d dition, with EAS one skill can be add e d, deleted or moved simultaneously for a group of up to 32 agents. In either case non-EAS a gent assignments can only be changed for splits that are measured by CMS. EAS skills do not need to be measured. When agents are not logg e d in, the split/skill changes take effect immediately. Staffed agent changes are either imme diate or p ending. See Move Ag ent While Staffe d later in this section for a description of when changes remain pending. Even though the CMS screen can be used to move multiple agents, the system makes each move individually. If, for some reason, one of the requested agents cannot be moved, this does not affect the other move agent requests. The CMS displays whether a move is successful, pending, or fails. It also gives the reason for any failed change. In a non-EAS environment, when CMS is used to move a gents from one split to another, all split-associated buttons assigned to an agent are automatically assigned to the new s plit. Split-associated b uttons are those buttons assigned to an agent’s voice terminal or console that are associated with a specific split. For example, the ACW button is a sp lit-associated button. If an agent is assigned an ACW button for one split, and is moved to another split via the CMS screen, the ACW button, instead of being associated with the first split, is then associated with the second split. However, if a user already has a specific split-associated button for both the old split (split from which the agent is removed) and the new
Move Agents From CMS Issue 3 March 1996 3-899 split (sp lit to which the agent is added), the button assignments remain unchanged. This keeps duplicate split-associated buttons from being assigned to the same split. The following buttons are sp lit-associated b uttons: nManual-In nAuto-In nAuxiliary Work nAfter Call Work nAssist nOldest Queued Time (OQT) nNumber of Queued Calls (NQC) nICI For complete instructions for moving agents, see: the CentreVuTM Call Management System Release 3 V4 Administration Manual , 585-215-800; or, the appropriate version Call Management System a dministration manual (585-215-521 or 585-215-511). Move Agent While Staffed With G3V4 and later releases, agent’s can be moved between splits and EAS agent skills can be removed, replaced or added while the agents are staffed. In this way, Call Centers can be more resp onsive to changing requirements including peaks in Call Center activity. In a non-EAS environment, an agent extension or group of up to 32 agents’ extensions can be moved between splits. In an EAS environment, a skill can be added, deleted or moved at one time for a group of up to 32 agents. The changes are effective immediately unless the agent is: nActive on a call appearanc e nIs in After Call Work (ACW) nHas Direct Agent Calls (DACs) waiting (EAS only) nIs the last agent in a non-vector controlled split with calls in queue for the split that is being moved (non-EAS only) In these c ases, the move is pending until the agent logs out or comp letes all calls and b ecomes available or enters AUX work. If a request is p ending for a non-EAS agent, another request to move that agent will be denied. When a staffed a gent is moved b etween non-EAS splits, the a gent work mode for the new split is the work mode of the removed split. With EAS, when a skill is added or changed, the agent’s work mo de remains the same as it was before the change.
Feature Descriptions 3-900Issue 3 March 1996 G3V4 also allows for the administration of a new button used to notify agents of split/skill changes. If a change is made from CMS while the agent is staffed, the button (alrt-agchg) flashes at the a gent’s terminal. When the a gent p ushes the button, the flashing stops. The button also flashes when a user with console permissions adds or removes an agent’s skill. If an a gent changes his or her own skills from the voice terminal, the button lamp does not flash. Considerations Because changing an agent’s split/skill assignments may affect what call is delivered next, agents need to have prior knowledge that a call of the new type could be delivered at any time. Supervisors may elect to call agents prior to making the move. In a non-EAS environment, agents need to be aware of what s plits are associated with a given set of work mode buttons. This may be difficult for agents in multiple splits, particularly when moves are common. In some a p plications, it may be necessary to limit agents in a single sp lit or use EAS, which has a single set of work mo de buttons. In applications where agents are often moved between splits/skills, it is recommended that the VuStats button not have a particular split/skill administered to the b utton. The agent can enter the split/skill on the dial pad or the split can be referenced as the first, second, third, or fourth split logg e d into on the VuStats format. Agents who have b een moved from CMS in a non-EAS environment may not know which splits they are lo g ged into when they need to log off. For this reason, it is recommended that a VuStats display be created for these agents showing the splits in which they are currently staffe d. Only agents with voice terminal extensions c an be moved using the Move Agents From CMS feature. Individual attendants serving as agents cannot be moved using the Move Agents From CMS feature. Agents cannot be add ed to or removed from splits via the Move Agents From CMS feature. They can only be moved from one split to another. Add itions and removals must b e done on the Management Terminal. System administration (local or remote) that requires use of the ADD, CHANGE, or REMOVE commands cannot b e done while the system is making a gent moves as a result of a request from the CMS. After the moves are complete, this type of administration can be done. Move agents, Move Vector Directory Numbers, or Change Vector requests from other CMS terminals will fail if one CMS terminal’s Move Agents request is in progress.
Move Agents From CMS Issue 3 March 1996 3-901 Interactions nAgent Call Handling If an agent is moved from one split to another via the Move Agent From CMS feature, the agent’s split-associated buttons are reassigned to the new split. The agent should be provided with a set of button labels so the buttons can be updated accordingly. nG3-MT/G3-MA Under normal circumstances when a skill is changed from G3-MT or G3-MA, the change does not take effect until the a gent logs in. However, if a staffed agent is moved from CMS, the switch automatically logs the agent out and back in again. In this case, the G3-MT or G3-MA changes would take effect at the same time as the CMS changes. Administration None required. Hardware and Software Requirements A CMS adjunct and ACD software is required.
Feature Descriptions 3-902Issue 3 March 1996 Multi-Appearance Preselection and Preference Feature Availability This feature is available with all Generic 3 releases. Description Provides multiappearance voice terminal users with options for placing or answering calls on selected a p pearances. nRinging Appearance Preference When a user lifts the handset to answer an incoming call, the system automatically connects the user to the ringing call a p pearance. If more than one call is incoming, the user is automatically c onnected to the eldest (first-in) ringing call appearance. The in-use (red) lamp tracks the ringing appearance and the answered appearance. nIdle Appearance Preference When a user lifts the handset to place a call, the system automatically connects the user to an idle appearance even if an incoming call is ringing at another a p pearance. The in-use (red) lamp tracks an idle appearance when the handset is lifted. nPreselection Before lifting the handset to place or answer a call, the user can manually select an appearance (press a c all a ppearance button or a feature b utton) where the in-use lamp is d ark. Preselection is used, for example, when the user wants to reenter a held call or activate a feature. Preselection also activates the speakerphone if the voice terminal is so equipp e d. The Preselection option overrides both Preference options. If the user does not lift the handset within five seconds after using Preselection, the selected appearance returns to idle. Preselection can be used with a feature button. For examp le, if an Abbreviated Dialing button is pressed, a call appearance is automatically selected and, if the user lifts the handset within five seconds, the call is automatically placed. Preference dictates whether the user is connected to the ringing call appearance or to an idle call appearance. If there is no incoming call, the user is automatically connected to an idle call appearance upon lifting the handset. This is true, regardless of the Preference option assigned.
Multi-Appearance Preselection and Preference Issue 3 March 1996 3-903 Considerations Multi-Appearance Preselection and Preference is used to select the call appearances to which users are connected when they lift the handset. Multi-appearance voice terminals can have from 2 to 10 call appearances. One of these call a p pearances is reserved for placing calls or for receiving a Priority Calling call. If a voice terminal has two call appearances and one of them is active, a nonpriority call c annot access the other c all a ppearance, even if the call appearance is idle. Also, the reserved call ap pearance is not a fixed-position button. It is simply the last idle call appearance. For example, assume a voice terminal has ten call appearances. Any nine can be in use, but the tenth (last) one is reserved. The restriction of the last call a p pearance is administrable on ‘‘Station’’ form. This aspect of system operation should be considered when determining the number of call ap pearances for a voice terminal. The d efault value and recommended number of call appearances is three. All incoming and outgoing calls require a call appearance. There are no hidden or free call appearances. For example, consider a member of a Call Pickup group with a Call Pickup button. When a call rings some other group member, it can normally be answered by pressing the Call Pickup button. However, pressing the button selects a call appearance for the call, if available. If a call appearance is not available, the call cannot be picked up. Similarly, calls originated using the Facility Busy Indication feature calls also require a call appearance. In this case, the call cannot be completed unless an idle call appearance is available. A Facility Busy Indication button on a called voice terminal provides a visual indication of the busy or idle status of another facility. It does not provide a talking path. These facts should be considered when determining the number of call appearances for a voice terminal. Interactions The following features interact with the Multi-Ap pearance Preselection and Preference feature. nCall Coverage If Cover All Calls (part of the Call Coverage feature) is the redirection criteria to be used for a voice terminal, Id le Appearance Preference should also be assigned to the voice terminal. This allows the principal (called party) to lift the handset without being accidentally connected to a call which should be screened. nAutomatic Incoming Call Disp lay Incoming calls are not displayed if Idle Ap pearance Preference is activated.
Feature Descriptions 3-904Issue 3 March 1996 nIntegrated Services Digital Network (ISDN) Basic Rate Interface (BRI) When an ISDN-BRI station assigned with the “Select Last Used Appearance?” field of the “Station” form set to yes completes a transfer while off-hook using the handset, the user will be left hearing a dial tone on the last-used appearance, rather than the silence heard in the same situation by an user of other station types. Administration The I dle Ap p earance Preference option is administered on a per-terminal basis by the System Manager. If Idle Ap pearance Preference is not administered, the voice terminal has Ringing Ap pearance Preference. Both preference options cannot be used on the same voice terminal, and no preference is not an option. Administratively, Idle Appearance Preference (yes or no) is the only c hoice. No, which is the system default, selects Ringing Appearance Preference. No administration is required for preselection. Hardware and Software Requirements No a d ditional hardware or software is required.
Multiple Call Handling Issue 3 March 1996 3-905 Multiple Call Handling Feature Availability Multiple Call Handling on request is available with G3V3 and later releases. Forced Multiple Call Handling is available with G3V4 and later releases. It is only available when Automatic Call Distribution (ACD) is optioned. There are also options for Multi ple Call Handling on-Re quest and Multiple Call Handling Forc ed. Description Multiple Call Handling allows an a gent to be interrupted with an add itional ACD call. When MCH is optioned for a sp lit or skill, the agent can receive an additional call when he or she requests one. Or, an additional c all will automatically alert by ringing at the agent’s terminal. This feature is useful in applications in which it is important for an agent to take another call without dropping of the active call. For exam ple: nIn some situations, an agent and a caller may need to wait on a call for information. MCH allows the a gent to put the call on hold until the information is available and to handle other ACD calls in the meantime. nIn cases where ACD calls are considered to be more important to the business than non-ACD calls, MCH c an b e used to interrupt an agent who is on a non-ACD call with a call from an ACD split or skill. nSimilarly, in an EAS environment calls from one skill may b e considered more imp ortant than calls from another skill. In this case, MCH can be used to interrupt an agent who has a call from the less important skill with a call from the more important skill. The agent can only receive multiple calls when in the Auto In (AI) or Manual In (MI) mode. All forced MCH calls are delivered with ringing at the agent’s station, not with zip tone. Requested MCH calls can be delivered with ringing or zip tone. MCH is available in either an EAS or non-EAS environment. However, with EAS an agent may b e administered with any c ombination of MCH and non-MCH skills. In a non-EAS environment, agents are limited to being logged in to only one split if that s plit is a MCH sp lit. Therefore, a non-EAS a gent who is lo g ged in to a MCH split is not allowed to log in to another split. Similarly, a non-EAS agent logg e d in to a non-MCH sp lit is not allowed to log in to an MCH split. If an EAS agent is a member of both MCH and non-MCH skills, the agent is able to process multiple simultaneous ACD or Direct Agent calls only in the MCH skills. Forced MCH is not recommended with DDC distribution since the first agent would continue to receive calls until all of his or her line appearances were busy.
Feature Descriptions 3-906Issue 3 March 1996 It is imp ortant with forced MCH to limit the number of unrestricted line appearances for an agent to the number of active calls the agent can handle. Agents and supervisors in on-request splits or skills c an use features such as Queue Status, VuStats and BCMS/CMS reports to determine if a call is waiting that must be answered immediately. The following sections describe each of the MCH options. These options are administered on the “Hunt Group” form. None With this option, agents in the split or skill will not receive an ACD call from this split or skill if any call appearance has a call ringing, active or held. On Request With this option, agents in the s plit or skill can request additional calls by placing an active call on hold and then selecting the AI or MI work mo de. A queued ACD split/skill or Direct Agent Call is then routed to the agent. The following conditions are true for a gents on on-request splits or skills. nIf an agent goes into AI or MI work mode, but there are no calls in the queue, the agent is placed at the b ottom of the MIA queue, at the bottom of their skill type in the EAD queue, or is made available in the DDC queue. nAgents must select AI or MI work mode for each new ACD call the agent wants to take while a call is on hold. nThe agent can take additional ACD calls as long as there is an available line appearance. On Request MCH is useful in situations where an agent may need to wait for information and so can elect to take another ACD call while the first call is placed on hold. It is also useful in conjunction with a feature such as VuStats, where the agent can determine that the queue for a split is too full and elect to take a d ditional calls. One Forced With this option, an agent who is idle or is active on a non-ACD call will b e automatically interrupted with a single ACD call from this split or skill when: nThe agent is in Manual-in or Auto-in work mo de nThe agent is the most idle or next available nNo other ACD call for any of the agent’s sp lits or skills are alerting, active or held nAn unrestricted line appearance is available