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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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Service Observing Issue 3 March 1996 3-1105 observe another node via remote Service Observing. Service observing displays are not sup p orte d across DCS. A remote o bserver on another DCS node will hear the same feedback as any other remote service observer. nHold The observer cannot use this feature when Service Observing is activate d. If the hold button is pressed, the action is ignored. If an a gent p laces a c all on hold while being observed, the observer is p ut into the waiting mo de. A VDN observer will continue to monitor the caller placed on hold. nLook Ahead Interflow If an observed VDN call routes to another location as a result of Look Ahead Interflow, the call will continue to be observed. Warning tone, if optioned for the sending switch, will be a p plied when the call is accepted by the receiving switch. The periodic tone will continue to b e a p plied while the call is monitored by the VDN observer. nLW C Leave Word Calling cannot be used by any party on a call that is being service observed. nMove Agent/Change Skills While Staffe d If move or change skills is requested for a physical or logical agent being service observed, the move or change will take place according to the move or change rules. O bserving will continue. nMultiple Call Handling When observing an agent extension or logical ID, only the call that the agent is active on will be monitored. If all calls are put on hold, the observer will hear silence. When o bserving a VDN call, the monitoring connection stays with the call when the call is put on hold. nMusic on Delay/Music-on-Hold A VDN observer hears the music provided to the caller nNight Service A VDN observer monitoring connection will go with the call. nNo Disconnect Supervision Trunk Operation Service observing cannot be activated over no disconnect supervision trunks. Denial indication is given to the caller. nPrivacy — Manual Exc lusion A observer cannot service observe an agent that has activate d Privacy — Manual Exclusion.
Feature Descriptions 3-1106Issue 3 March 1996 nRecorded Announcement An observed VDN call will continue to be monitored while the call is connected to a recorded announcement. A Verify Announcement call placed by an observed physical or logical agent will b e monitored by the observer. nRedirection on No Answer (RONA) An observed VDN call will continue to be monitored when the call is redirected or rings “in limbo” due to the RONA feature. nRoute-to Number/Digits with Coverage A route-to numb er or route-to digits step to a Service Observing FAC or Service Observing FAC + extension fails when Service Observing activation is not allowed or when the extension cannot b e observed. In this case, the destination is considered invalid and vector processing goes to the next step regardless of whether coverage is set to y or n. nTransfer The observer cannot use this feature when Service Observing is activated. If an agent transfers a call while being observed, the o bserver is put into the waiting mode. The observer is bridged onto any call that the agent becomes active on before the transfer is complete. A VDN observer monitoring connection will go with the call. A VDN call transferred to a nonobservable destination becomes ineligible for observing. nVDN in a Coverage Path A call that covers to a VDN being service observed can be monitored by the VDN observer. An observed VDN call that covers to another VDN will continue to be monitored. nVDN of Origin Announcements Service observers will hear the VDN of origin announcement given to the answering station user and the caller. nVDN Return Destination When Service Observing is activated through a prompting VDN that has return destination assigned, the activation call could return back to the prompting VDN to allow retry of the Service Observing a ctivation if the first attempt fails and the denial indication times out. This is true only when the disconnect due to denial indication o c curs after the call leaves vector processing. Failure detected while in vector processing will execute the next vector step. Disconnect due to the disconnect or busy commands will drop the call and not trigger return destination. When return destination is triggered, the call is monitored through each return destination operation until the caller disconnects.
Service Observing Issue 3 March 1996 3-1107 nVoice Terminal Display If an internal (not remote) observer has a display voice terminal, the display will mirror exactly what is being displayed on the observed physical or logical agent’s voice terminal display. For example, a=3035001234 to Sales SO When the observer is observing a VDN, the display will show the name of the VDN being observed while in vector processing. After the call leaves vector processing, the display will show the name of the agent or trunk group the call connected to. nVuS ta t s An internal service o bserver using a 2-line display can activate VuStats for the agent to be observed. The stats for that agent appear on the second line of the observer’s disp lay during Service Observing. The VuStats monitoring must be activated before activating Service Observing. nZip Tone VDN service observers will not hear the zip tone given to the answering agent. Administration Service Observing is administered by the System Manager. See DEFI NI TY Communications System Generic 3 Version 4 Implementation , 555-230-655, or DEFI NI TY Com munications System Generic 3 V2/V3 Implementation, 555-230-653, for complete instructions for a dministering Service Observing. Hardware and Software Requirements No a d ditional hardware or software is required.
Feature Descriptions 3-1108Issue 3 March 1996 Single-Digit Dialing and Mixed Station Numbering Feature Availability This feature is available with all Generic 3 releases. Description Allows easy a c cess to internal hotel/motel services and p rovides the capability to associate room numbers with guest room voice terminals. The following dial plan types are provided: nSingle-Digit Dialing nPrefixed Extensions nMixed Numbering Single-Digit Dialing A single-digit extension number can be assigned to internal hotel/motel services such as room service. These single-digit extension numb ers can be assigned to an individual voice terminal or to a g roup of voice terminals used, for example, to service the front desk. Prefixed Extensions A p refixed extension is made up of a p refix (or first digit) and an extension number with up to five digits. The prefix identifies the call type. The switch collects the dialed d i gits, removes the prefix digit, and uses the extension number for any further processing. Assume that the dial p lan listed in the following table is administered for a hotel/motel system.
Single-Digit Dialing and Mixed Station Numbering Issue 3 March 1996 3-1109 This example dial plan allows the following call types: nSingle-digit access to the hotel/motel attendant (0) nTen TACs beginning with the digit 1 (10 through 19) nSingle-digit access to three hotel/motel services using the digits 2, 3, and 4 nNonprefixed access to as many as 100 hotel/motel staff extensions (500 through 599) nRoom extensions for as many as 100 floors — Access to floors 1 through 9 (prefix digit 6 + [100 through 999]) — Access to floors 10 through 99 (prefix digit 7 + [1000 through 9999]) nToll calling access by dialing TAC 8 nToll calling access by dialing TAC 9 nTwo-digit feature access codes (FACs) beginning with * and # and followed by a second digit Table 3-80. Hotel/Motel Dial Plan — 1 First Digit Length 123456 1 TAC 2 EXT 3 EXT 4 EXT 5 EXT 6 PEXT 7 PEXT 8 TAC 9 TAC 0 ATTD * FAC # FAC
Feature Descriptions 3-1110Issue 3 March 1996 The system identifies a Prefixed Extension number through translation processing. Without the prefix digit, the same group of digits could belong to any call type. In the preceding dial plan example, the digits 71234 are identified as extension 1234 preceded by the prefix 7. If 1234 is dialed, the system interprets it as the two-digit trunk access code 12 because a four-digit extension number beginning with a 1 is not d efined. Mixed Numbering A d ial plan with mixed numbering has the following characteristics: nExtension numbers can have from one to five digits and can begin with any digit from 0 to 9. nThe first di git, in combination with the number of digits dialed, defines the call type that corresponds to the dialed numbers. The flexibility of mixed numbers, administrative staff extension numbers, service extension numbers (Single-Digit Dialing), TACs, and FACs may have common leading d igits. To differentiate between two numbers with the same leading digit but with different lengths, the system applies a 3- to 9-second interdigit time-out administered on the “System Features” form (Short Interdigit Timer). Assume that the dial plan listed in Table 3-81 is administered.
Single-Digit Dialing and Mixed Station Numbering Issue 3 March 1996 3-1111 This dial plan example allows the following dial access: nSingle-digit access to the hotel/motel attendant (0) nSingle-digit access to seven hotel services (extensions 1 through 7) nTwo-digit access to 70 hotel/motel services (extensions 10 through 70) nGuest room extensions for floors 1 through 7 (extensions 100 through 799) nToll calling access by dialing TAC 8 nToll calling access by dialing TAC 9 nTwo-digit FACs by dialing * or # plus another digit Using the preceding dial p lan exam ple, the d i git 2 can be assigned as the extension number for a hotel/motel service, 22 as an extension number for an administration staff member, and 222 as the extension number for guest room 1. Time-outs are applied after the first, second, and third digits. Table 3-81. Hotel/Motel Dial Plan — 2 First Digit Length 123456 1 EXT EX T EXT 1 2 EXT EX T EXT 1 3 EXT EX T EXT 1 4 EXT EX T EXT 1 5 EXT EX T EXT 1 6 EXT EX T EXT 1 7 EXT EX T EXT 1 8 TAC 9 TAC 0 ATTD * FAC # FAC
Feature Descriptions 3-1112Issue 3 March 1996 222. Interdigit time-outs are used by the DEFINITY switch after the first and second digits. Time-out intervals can be canceled if the user dials # after d ialing all required d i gits. Considerations Single-Digit Dialing allows easy access to hotel/motel services. Mixed Station Numbering allows g uest room numbers and room extensions to b e the same. Dialing time is a little longer, however, b e cause of the required interdigit time-out interval. Prefixed extensions greater than five digits in length (including the prefix) cannot be assigned to intercom lists. A trunk access code and an extension number can only share a first d i git if the extension number is shorter than the trunk access code. Although extensions with the same first digit can have different lengths, data channel extensions should have the maximum number of d igits possible in ord er to avoid timeout problems for data calls that the DEFI NI TY switch automatically sets up (for example, the CDR link). Extension numbers and feature access codes can share the same first digit with the extension numb er b eing longer (as long as they are not used for AAR/ARS faxs), b ut these extension numbers only work within the switch. They do not work as remote UDP extensions. Interactions The following features interact with the Single-Digit Dialing and Mixed Station Numbering feature. nAttendant Display and Voice Terminal Display If prefixed extensions are used in the system’s dial p lan, the prefix is not displayed when the extension is displayed. The Return Call button can be used to dial prefixed extensions, because the system dials the prefix, even though it is not displayed. nProperty Management If Prefixed Extensions are assigned in the system, the prefix digit is removed before messages containing the extension number are sent to the PMS. Five-digit extensions cannot be exchanged with a PMS until modifications are ma de to the PMS interface.
Single-Digit Dialing and Mixed Station Numbering Issue 3 March 1996 3-1113 nUDP The following limitations apply to a DCS environment: — Extension numbers that differ in length from the UDP cannot be distributed to other switches. — If the first two digits of an extension number correspond to the floor number, floors cannot be serviced by more than one switch. Administration The System Manager defines the dial type (extensions, p refixed extensions, trunk access codes, and feature access codes) when the dial plan is administered for the system. The timeout affecting this feature (short interdigit timer) is administrable for G3rV1, G3i-Global, G3V2, and later releases on the “ System Parameters — Features” form. For each first digit (1 through 9, *, and #), a dial type can be defined for each length up to six digits. Hardware and Software Requirements No a d ditional hardware or software is required.
Feature Descriptions 3-1114Issue 3 March 1996 Straightforward Outward Completion Feature Availability This feature is available with all Generic 3 releases. Description Allows an attendant to complete an outgoing trunk call for a voice terminal user, without requiring the voice terminal user to hang up. Considerations With Straightforward Outward Completion the attendant determines which calls should be allowed and can select the trunk group used for the call. Interactions None. Administration None required. Hardware and Software Requirements No a d ditional hardware or software is required.