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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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VDN of Origin Announcement (VOA) Issue 3 March 1996 3-1195 nConference If an agent receives a call and then conferences in additional stations, any station on the connection can replay the message using the VOA Repeat button. Only the person using the button is able to hear the message unless the call is b eing service observed. In such case, the service observer also hears the message. nConverse Split A converse-on split is a split used in a converse-on vector step. When a converse-on vector step is executed, VOA is not applied. After returning to the ve ctor, the call can route-to a station or VDN where the answering agent will receive VOA (as if the converse-on step had not been encountered). Also, the final routed-to a gent can replay the announcement if the a gent has a VOA Repeat button administered. nCoverage VOA applies to Coverage paths. nData Restriction The Data Restriction feature prevents tones from being a p plied to line or trunk circuits during a data call. The VDN of Origin announcement is not played for data restricted calls. nDirect Agent Calling Direct Agent Calling allows a vector to route-to a particular ACD agent and have the call treated as an ACD call. The VDN of Origin announcement applies to the Direct Agent calls only if the calls reach the agent through vector processing. Direct Agent calls from a voice terminal on a switch do not encounter a VDN and therefore c annot cause a VDN of Origin Announcement to be played. nEnhanced Automatic Wake-up If you are also using the G3V3 enhancements to Automatic Wake-up with integrated announcements, these two features can contend for use of the integrated announcement ports. VDN of Origin Announcements have priority over Automatic Wake-Up announcements. nExpert Agent Selection (EAS) When you are using EAS, the COR option for the logical agent determines the assignment of VDN of Origin Announcements for each particular extension. EAS uses the COR of the logical agent instead of the COR for the terminal being used by the agent. nHome Ag ent An initial VDN of Origin Announcement can be assigned to a Home Agent port on the switch. However, because home agents require a dial access code (DAC) to reach features and because the ability to replay a VDN of Origin Announcement does not use a DAC, the VOA Re peat key function is not available to a Home Agent user.
Feature Descriptions 3-1196Issue 3 March 1996 nHunt Groups VDN of Origin announcements apply to calls routed to a hunt group. If this occurs, the COR for extension associated with the answering station determines whether the station can receive a VDN of Origin announcement. If the answering station has a VOA Re peat button, the agent can use it to replay the message. nLookahead Interflow VDN of Origin Announcements apply only to the switch on which the VDN is defined. If a call interflows to another switch, the VDN of Origin announcement is lost. You c a n provide some level of transparency by having the interflow to the other switch access a VDN with the same VDN of Origin Announcement. Note that interflow to another switch does pass on the display information. nRedirection on No Answer (RONA) Calls that are not answered before the RONA timer expires are requeued to await another available agent. The timer stops when an agent answers the call. If the requeues are a result of the RONA timer expiring, the VDN of Origin Announcement applies to the call at the time an agent finally answers the call. nService Observing Service Observing allows an observer to bridge on to ACD agent calls. The system treats the call as a conference connection. Therefore, the service observer can press the VOA Repeat button to replay the VDN of Origin Announcement, and only the service observer hears the announcement. However, if any other party on the call presses the VOA Repeat button, both the user and the service observer hear the announcement. nSupervisor Assist If an agent receives a call and then requests supervisor assistance and conferences in the supervisor, both the agent and the supervisor can use their VOA Repeat button to replay the message. Only the person who presses the button hears the message. nTransfers If an agent receives a VDN call and subsequently transfers the call, the receiving station can use the VOA Re peat b utton to replay the message. nVOA Distribution If several VOA announcements are used, or if long VOA announcements are used, it is possible that a delay may occur between the zip tone and the announcement. On pre-G3V4 units, it may be possible to install an auxiliary announcement device on the AUX p ort. An AT&T 15A unit c an be used in most a p plications. Also, if the system is a G3V3 or lower, it may be
VDN of Origin Announcement (VOA) Issue 3 March 1996 3-1197 better to upgrade the system to a G3V4. The G3V4 provides multiple announcement circ uit packs to help prevent the announcement delays. Contact your AT&T representative for more information. Administration VDN of Origin Announcements feature must b e enabled on the “ System-Parameters Customer-Options” form. Vectoring must also be enabled. If you want the attendants and agents to b e able to replay VDN of Origin Announcements, you must administer a VOA Repeat feature button for the appropriate terminals. This is done using the “Attendant Console” form and the specific “Voice Terminals Station” forms. Because agent ability to receive announcements is based on their COR, you must use the “ Class of Restriction” form to administer VDN of Origin Announcements for each COR you want to receive the announcements. Each announcement must be administered on the “Recorded Announcements” form. You can administer aux-trunk types with queue, without q ueue, and with barge-in. You can also administer inte grated types with queue and without queue. Analog and integrated repeating announcement types are not allowed for VO A. Because VDN of Origin Announcements are associated with VDNs, you must administer announcement numb ers on the “Vector Directory Number” form. A VDN of Origin Announcement can be assigned to any number of VDNs, but a single VDN can have, at most, one VDN of Origin Announcement. Hardware and Software Requirements This feature requires the following circuit packs: TN7417, TN763C, or TN763D auxiliary trunk for announcement devices, and/or the TN750B or higher integrated announcement boards for internal announcements. The feature can operate on any attendant terminal and any other voice terminal. If you want to use the VOA Re peat button, the voice terminals must be equipped with feature buttons. Because of the short length of the announcements, agents should use speakerphones or headsets. Vectoring and VDN of Origin Announcements must b e enabled.
Feature Descriptions 3-1198Issue 3 March 1996 Visually Impaired Attendant Service (VIAS) Feature Availability This feature is available with G3i-Global, all Generic 3 V2, and later releases. Description Provides voice fee d back to a visually impaired attendant in either Italian or British English. Each voice phrase is a sequence of one or more single voiced messages. Six new attendant buttons are defined for the VIAS feature: nVisually Impaired Service Activation/Deactivation Button: This b utton activates or deactivates the feature for the console from which it was pressed. When VIAS is activated, an indicator lamp lights next to the button. In a d dition, all ringers which were disabled (for example, recall, incoming calls, and so on) are enabled. nConsole Status Button: This button allows the visually impaired attendant to d etermine whether the console is in Position Available or Position Busy state, whether the console is a night console, the status of the attendant queue, and the status of system alarms. nDisplay Status Button: This b utton allows the visually imp aired attendant to determine what is shown on the console display. Not all display features are supported by VIAS. Class of restriction information, p ersonal names, and some call purposes ar not supported. nLast O peration Button: This button voices the last operation performe d. nLast Voiced Message Button: This button allows the visually imp aired attendant to retrieve the last voiced message. nDirect Trunk Group Selection Status Button: This button allows the visually impaired attendant to obtain the status of an attendant monitored trunk group. The visually impaired attendant may use the Inspect mode locate each button and determine the feature assigned to each without actually executing the feature. To d o this, the attendant presses the Inspect button and then presses each button in turn and listens to the voiced information about it. Afterward s, the attendant presses the Normal button to end Inspect mode.
Visually Impaired Attendant Service (VIAS) Issue 3 March 1996 3-1199 Considerations Some changes on the attendant console are automatically voiced, for example, alarms reported, night service activated, and call threshold reached. After system initialization, VIAS is not automatically activated. After a warm restart operation, VIAS remains activated if it was already activated. After recovery and cold restart o perations, VIAS is not automatically activated even if it was activated before the recovery or restart attempt. Finally, whenever the attendant console goes to a busyout state and VIAS is activated, VIAS is automatically deactivate d. Interactions When VIAS is activated, Auto Start is always enabled. The attendant c an activate the Don’t Split feature as normal if VIAS is activated, however, the Don’t Split feature, if currently activated, is automatically deactivated when the attendant deactivates VIAS. Administration VIAS is turned off by d efault. Before an attendant can use the Activate/Deactivate button, or any of the VIAS buttons, these b uttons must be administered with the “Attendant Ad ministration” form. Hardware and Software Requirements This feature requires at least one Speech Processor circ uit pack to be installed into a system port carrier since VIAS capabilities are performe d with speech synthesis messages voiced to the attendant. The Unite d States speech processor circuit pack does not support VIAS.
Feature Descriptions 3-1200Issue 3 March 1996 Voice Message Retrieval Feature Availability This feature is available with all Generic 3 releases. Description Allows attendants, voice terminal users, and remote access users to retrieve LWC and Call Coverage messages in the form of a voice output. Voice choices are UK and US English and Italian; these choices depend on the voice synthesis circuit pack provided. Voice Message Retrieval is used only for the retrieval of messages. It can be used to retrieve a user’s own messages or to retrieve messages for another user. However, a different user’s messages can only be retrieved by a user at a voice terminal or attendant console in the associated coverage path, by an administered systemwide message retriever, or by a Remote Access user when the extension numb er and associated security code are known. Messages are protected by restricting unauthorized users from retrieving messages. A Lock function restricts a voice terminal and an Unloc k function releases the restriction. The Lock function is activated by dialing a systemwide access code. The Lock function is canceled by dialing a systemwide access code and then an Unlock security code unique to the voice terminal. These functions apply only to the voice terminal where the operation is performed. The systemwide access codes and security code used for the Lock and Unlock functions are the same as those used for LWC message retrieval by display. A status lamp can be assigned to show the locked or unlocked status of a terminal. Voice Message Retrieval is activated by dial access code. Separate access codes are used for Message Retrieval and Coverage Message Retrieval (someone else’s messages). Voice Message Retrieval is activate d as follows: nTo retrieve one’s own messages: Dial the access code for Voice Message Retrieval of LWC messages. Then, dial a # sign to indicate that the extension whose messages are to be retrieved is the dialing extension, or enter a specific extension and corresponding password (same as the security code used for the Lock and Unlock functions). nTo retrieve someone else’s messages: Dial the access code for Voice Message Retrieval of Call Coverage messages, followed by the extension of the user (within the same coverage path) whose messages are to be retrieved. After Voice Message Retrieval has b een activated, message retrieval may not be allowed for the following reasons:
Voice Message Retrieval Issue 3 March 1996 3-1201 nSpeech Synthesizer circuit pack fails or all voice channels are busy — Reorder tone is provided. nAn attempt is made to retrieve a message for a user not in the same coverage path or an invalid password has been entered — ‘‘Message Retrieval Denied’’ is heard and the user is disconnected. nMessage retrieval for the terminal whose messages are to be retrieved is locked — ‘‘Message Retrieval is locked’’ is heard and the user is disconnected. nNo message is heard within 10 seconds — ‘‘Press 4 for help’’ is heard and if no messages are heard within another 10 seconds, the user is disconnected. When Voice Message Retrieval has successfully been activated, voice messages are heard as follows: nIf no messages are left, one of the following is heard: — ‘‘No messages for [abc]’’ — where [abc] are the initials associated with the user whose messages are to b e retrieved — ‘‘No messages for extension [ xxxxx]’’ — where [ xxxxx] is the extension numb er when no name is associated with the user whose messages are to be retrieved nIf one message, or more, is left, one of the following is heard: — ‘‘[n] messages(s) for [abc]’’ — where [n] is the number of messages left for the user whose messages are being retrieved — ‘‘[n] messages(s) for [xxxxx]’’ — ‘‘Messages for [abc]’’ — when an AP is provided — ‘‘Messages for [xxxxx]’’ — when an AP is provided When a user’s initials are given in a voice message, as previously desc ribed, the initials are compute d in the ‘‘first name(s) followed by last name’’ order. If a single name (Brown, for example) is administered, the entire name is spelled out. When a user has activated Voice Message Retrieval and has heard the number of messages that has been left, one of the following functions, as d esc rib e d below, can be performe d: nNEXT — dial # nREPEAT — dial 5 or *5 nDELE TE — dial 3 or *3 nCALL — dial 8 or *8 nHELP — dial 4 or *4 If NEXT is selected, the next message, if there is one, is played. The following messages may be heard:
Feature Descriptions 3-1202Issue 3 March 1996 n‘‘No more messages for [abc]’’ or ‘‘No more messages for extension [ xxxxx]’’ — when there are no more messages. n‘‘[abc] called [n] times, last message at [time] [ date] extension [xxxxx]’’ — when the user has received more than one message from the same caller; [abc] are the caller’s initials; [n] is the number of times called; [time] is expressed an hour followed by minute (for example, ‘‘Nine Thirty-Five PM’’); [date] is expressed as month followed by day (for example, ‘‘July third’’) or ‘‘today,’’ if applicable; [xxxxx] is the calling party’s extension number. n‘‘extension [xxxxx] called [n] times, last message at [time] [ date]’’ — when the user has received more than one message from the same caller and no name is associated with the extension. n‘‘[abc] called at [time] [d ate] extension [xxxxx]’’ or ‘‘extension [xxxxx] called at [time] [date]’’ — when only one message has been left by a particular extension numb er. If the REPEAT function is selected, the synthesized voice repeats the previously retrieved message with the calling party’s name spelled out (instead of initials). The name is spelled out as it is administered in the system (with p auses between first and last names and also between first names if there is more than one). If no name is associated with the extension, the current message is repeated. If a message has not been retrieved, ‘‘Press pound for the next message’’ is heard. If the DELETE function is selected, the previously retrieved message is deleted and the user hears ‘‘Message is deleted.’’ If no message was previously retrieved, ‘‘Press pound for next message’’ is heard. After a message is delete d, the user can still place a call to calling party of the deleted message, via the CALL function, as long as no other function has been entered between DELETE and CALL. If the CALL function is selected, the extension of the calling party from the previously retrieved message is called. If no message was previously retrieved, ‘‘Press pound for next message’’ is heard. Otherwise, the call is initiated and the user leaves the message retrieval mode. If the HELP function is selected, the following speech synthesized message is heard: ‘‘Press p ound for the next message, press 3 to delete the message, press 4 for help, press 5 to repeat the message, press 8 to place the call.’’ The system expects the user to enter a function after each voice message. If a function is not entered before a specified time or if an invalid digit (digit other than #, *, 3, 4, 5, or 8) is dialed, the voice message ‘‘Press 4 for help’’ is heard. If no other input is entered within 10 seconds after this message, the user is automatically disconnected. Voice Message Retrieval can be d eactivated to get out of the voice message retrieval mo de by doing any of the following:
Voice Message Retrieval Issue 3 March 1996 3-1203 nHang up nPress the Drop or Disconnect button nActivate CALL function Considerations With Voice Message Retrieval, a display-equipped voice terminal is not required to retrieve messages. Authorized users on any touch-tone terminal can retrieve messages. This results in significantly reduced traffic to the Message Centers and systemwide message retrievers. The number of simultaneous Voice Message Retrieval users possible is d e pendent on the number of speech synthesizer circuit packs used in the system. Voice Message Retrieval cannot be accessed by rotary dialing voice terminals. Certain voice terminals and attendants can be designated for systemwide message retrieval. These systemwide retrievers are the same as those used for display message retrieval and have the same privileges. When a terminal is in the Voice Message Retrieval mo de, it cannot be used to make calls or access other features. Interactions The following features interact with the Voice Message Retrieval feature. nAUDIX Interface Retrieval of LWC messages via Voice Message Retrieval is separate and distinct from AUDIX voice message retrieval. LWC messages left for a principal on AUDIX may not be accessed via Voice Message Retrieval; however, the invoker of Voice Message Synthesized Retrieval is told if there are any new messages for the principal on AUDIX: — Voice Message Retrieval voices that there are message messages (dialing 8-callout calls AUDIX). — The display retrieval displays Message Center AUDIX Call. If your system has a voice synthesis circ uit pack, and if LWC Activation is enabled, then messages are retrieved from two locations: — LWC messages sent by pressing the LWC button on a voice terminal are retrieved via Voice Message Synthesized Retrieval. — All other messages are retrieved via AUDIX.
Feature Descriptions 3-1204Issue 3 March 1996 If your system does not have a TN725B Voice Messaging Retrieval board, and if LWC Activation is enabled, then LWC messages sent by pressing the LWC button on a voice terminal are not retrievable by a nondisplay set. nBrid ged Call Ap pearance Activation of Voice Message Retrieval on a Bridg e d Call Appearance functions the same as if it was activated by the primary extension associated with the Bridged Call Appearance. nCall Forwarding A forwarded-to user cannot retrieve messages for a forwarding user unless the forwarded-to user is in the forward ing user’s coverage path. nCall Pickup A user cannot retrieve messages for a memb er of his or her Call Pickup group, unless the retrieving user is in the other user’s coverage path. nLW C Voice Message Retrieval enhances LWC by allowing any authorized touch-tone terminal user to retrieve messages. Administration Voice Message Retrieval is administered by the System Manager. The following items require administration: nVoice Message Retrieval Access Code for LWC message retrieval (per system) nVoice Message Retrieval Access Code for Call Coverage message retrieval (per system) nLock and Unlock Access Codes (per system) nUnlock Security Code (per voice terminal) nIdentities of authorized systemwide message retrievers Hardware and Software Requirements Requires a TN725 (American English), TN457 (British English), or TN433 (Italian) Voice Synthesizer. Each circuit pack has four ports to provide Voice Message Retrieval. No a d ditional software is required.