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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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System Management Issue 3 March 1996 2-35 nSystem Measurements nSystem Status Re port System Administration Allows the user to implement (initialize) and administer all the terminal and system features and system p arameters. System Administration allows the following: nInitializing the system nManaging system, voice terminal, and data terminal features on a day-to-day basis nPerforming system back-up procedures nMonitoring, detecting, and determining system performance nMaintaining system security System administration and maintenance are performe d at the G3-MT or G3-MA, a Remote Administration terminal, or AT&T location. The G3-MT and G3-MA are referred to from here on as the administration terminal. The G3r multiple administration feature supports up to eight simultaneous system management sessions. Up to five of these sessions may b e p erforming administration u pdates simultaneously. Up to five of these sessions may be executing a maintenance command simultaneously. The administration terminal can be any of the following: n715 BCT nG3-MA nG3-MT nMS-DOS com patible PC with 4410 emulation software The administration terminal must be located within 50 feet of the system cabinet and must be connected directly to the “terminal” or “duplication o ption terminal” connected on the Switch Processing Element (SPE). The administration terminal consists of a video display and keyboard that allow a System Manager to input system commands and translations. The administration terminal is first used to initialize the system. After initialization, the administration terminal is used to reconfigure translations and to monitor system performance. Remote AT&T service locations have access to the same a dministration capabilities as the local administration terminal. G3V3 and later releases provide enhanced login/password security by adding a security feature that allows the user to d efine their own logins/passwords and to specify a set of commands for each login. For complete instructions about logging in and password administration, see the AT&T document DEFI NI TY Communications System Generic 3 V4 Implementation 555-230-655.
Functional Description 2-36Issue 3 March 1996 Remote Administration Allows the system to be administered from a remote terminal located either on or off the customer’s premises. A terminal located more than 50 feet from the system cabinet is considered remote. A remote ad ministration terminal c an be on the same premises as the local administration terminal or it can be off-premises. The remote terminal performs the same functions as the local administration terminal. The VT 220, 610 BCT, 615 MT BCT, 715 BCT, 4410 terminal, or 4425 terminal may b e used as either an on-premises or off-premises remote terminal. If the remote terminal is a 4410 terminal, VT220, 513 BCT, 610 BCT, 615 MT, or 715 BCT, it must be connected to the system through a PDM, 7400A data mo dule, 7400B data module, or Data Line circuit pack. If a 4425 terminal (models that include a built-in modem) is used as a remote terminal, a PDM, 7400A is not required. See the DEFINITY Communications System Generic 1 and Generic 3 Installation and Test manual, 555-230-104, for additional information. Technical Service Center (TSC) The TSC is an organization of AT&T service personnel who provide system administration and maintenance from a remote location. Personnel at the TSC access the system and perform a dministrative tasks assigned to the System Manager. The administrative commands used by the System Manager are also available to the TSC personnel. TSC personnel can also execute maintenance routines. During system a ccess, the TSC personnel automatically receive major and minor alarm notifications from the system. When an alarm is received, TSC personnel can access the system and perform the following tasks: nClear errors nDisplay alarms nDisplay errors nDownload a copy of the system tap e nPerform any required administration nReceive backup translations for the system nSet time and d ate nTest and busyout circuit packs, voice terminals, and trunks nDispatch field technicians when required nNotify customer of disposition and status of alarms.
Hospitality Services Issue 3 March 1996 2-37 Hospitality Services The Hospitality Services features meet the lodging industry’s need to provide services for their guests. The basic feature set is included in the basic voice application software and is sometimes referred to as the hotel/motel feature software package. Hospitality Services Features The following features are associated with Hosp itality Services: nAutomatic Wakeup nDo Not Disturb nNames Re gistration nProperty Management System Interface — Check-In/Check-Out — Housekeeping Status — Controlled Restriction — Guest Information Input/Change — Room Change/Room Swap — Message Waiting Notification
Functional Description 2-38Issue 3 March 1996 Call Center Services The Call Center Services features support industries such as airlines, travel agencies, and catalogs that have a large number of similar incoming and/or outgoing calls. These features can provide balanced call distribution to a large group of voice terminals. Call Center Services Features The following features are associated with Call Center Services: nAbandoned Call Search nAgent Call Handling — Stroke Counts — Call Work Codes — Forced Entry of Stroke Counts and Call Work Codes nAutomatic Call Distribution (ACD) nBasic Call Management System (BCMS) nCall Promp ting nCall Vectoring nCallVisor (ASAI) nExpert Agent Selection (EAS) nFlexible Billin g nInbound Call Management nIntraflow and Interflow nLook Ahead Interflow nMalicious Call Trace (MCT) nMove Ag ent From CMS (See Ap pendix A, System Parameters) nMultiple Call Handling nPC Application Software Translation Exchange (PASTE) nQueue Status Indications nRedirection on No Answer (RONA) nService Observing nVoice Response Integration (VRI) nVuS ta t s
Issue 3 Marc h 19963-1 Overview This chapter defines the DEFINITY C omm unications System features. The features are arranged in alphabetical order, regardless of the functional area to which they apply. The information for each feature is usually presented under six headings: Feature Availability, Desc ription, Considerations, Interactions, Administration, and Hard ware and Software Requirements. nFeature Availability: Defines the release in which the feature is available. nDescription : Defines the feature, describes what it d oes for the user or how it serves the system, and briefly describes how it is used. nConsiderations: Discusses the applications and benefits of the feature and any other factors to be considered when the feature is used. nInteractions: Lists and briefly disc usses other features that may significantly affect the feature. Interacting features depend on each other; one of the features must be provided if the other one is. Other features may enhance each other; the features, in comb ination, provide improved service to the user. Some features cannot coexist; one of the features cannot be provided if the other one is. Finally, one feature can affect another; the normal operation of one feature mo difies, or is mo dified by, the normal o peration of the other feature. nAdministration: States whether or not administration is required, how the feature is administered, who administers the feature, and lists items requiring administration. nHardware and Software Requirements: Lists any additional hardware and/or software requirements for the feature. 3 Feature Descriptions
Feature Descriptions 3-2Issue 3 March 1996 AAR/ARS Partitioning Feature Availability This feature is available with all Generic 3 releases. Description Provides for the Automatic Alternate Routing (AAR) and Automatic Route Selection (ARS) services to be partitioned among as many as eight different groups of users within a single DEFINITY Generic 3 switch. This provides individual routing treatment for the different groups of users. A p artitioned user group consists of those users who are grouped together and share the same Partition Group Number (PGN). The PGN is not a restriction, b ut a means used to indicate the choice of routing tables to b e used on a particular call. Each Class of Restriction (COR) is assigned a specific PGN or Time of Day specification. Different CORs may be assigned the same PGN. Therefore, it is possible for members of the same partitioned user group to have different CORs. When the AAR/ARS Partitioning feature is used in a hotel/motel or a hospital environment, different facilities access is p rovided through ARS for guest/patient voice terminals and administrative staff member voice terminals. For example, within a hotel or motel, the guests and staff voice terminals might be p artitioned into two user groups. When a guest places an interstate call, the guest user group’s ARS tables may specify that the call be routed using AT&T QUOTE Service, a telephone billing information system that is used to bill back or allocate long-distance charges. A similar call placed by a staff member might be routed over a Direct Distance Dialing (DDD) trunk. All partitioned user groups share the same pool of Routing Patterns. (See the Automatic Alternate Routin g (AAR) and Automatic Route Selection (ARS) features for further explanations on routing.) The translation tables that specify the Routing Pattern number are unique for each partitioned user group. Routing Patterns may be shared among the user groups or may be dedicated to a particular user group. Once a user activates the Automatic Route Selection (ARS) or Automatic Alternate Routing (AAR) feature and dials enough digits for the system to search for the Routing Pattern, the PGN of the originator’s COR is used to select the ta ble to look up the Routing Pattern. Users of AAR/ARS Partitioning include the following: nSingle-Line Voice Terminals nMulti-Appearance Voice terminals nAttendants nRemote Access Users
AAR/ARS Partitioning Issue 3 March 1996 3-3 nData En d points nIncoming Tie Trunks nOther Trunks, used when calls are forwarded to an off-premises number Considerations With AAR/ARS Partitioning, different groups of users within the same system can receive individual routing treatment. For example, the following types of situations may require AAR/ARS Partitioning: nGroups of users with different routing preferences for calls to a given area due to special billing needs nGroups of users who wish to have d e dicated use of a p articular network facility nGroups of users in different businesses in one or more buildings serviced by a single system nData users who require special facility types on outgoing calls Partition user groups are only used with UDP, AAR and ARS. There is no capability to access the partitioned user groups directly. Operation of the groups is completely transparent. Interactions The following features interact with the AAR/ARS Partitioning feature. nBrid ged Call Ap pearance If a Bridged Call Ap pearance is used for an AAR or ARS call, the system will use the PGN of the bridged principal’s extension instead of the PGN of the originating user’s extension. nCall Detail Recording (CDR) The PGN used to route the call is not record ed in CDR. nCall Forwarding All Calls If a call terminates at a voice terminal that has Call Forwarding All Calls activated and the forwarded-to number uses AAR or ARS, the COR of the calling user is used to look up the PGN for the call. nDCS The AAR/ARS Partitioning feature can cause d ifferent Routing Patterns to be used on DCS calls. For example, one user’s Routing Pattern may specify a DCS trunk g roup as a memb er of the p attern. A user of a second PGN may use a different Routing Pattern that does not specify the DCS trunk group. In this case, one user has DCS feature transparency and the second user does not.
Feature Descriptions 3-4Issue 3 March 1996 When a call routes over a DCS trunk, no PGN information is sent to the far-end PBX. Thus, the far-end PBX only will be capable of using the incoming trunk’s PGN to route the call. nRemote Access If a Remote Access user activates ARS, the COR assigned to the barrier code dialed (or the Authorization Code, if required) is used to select the PGN for the call. nStraightforward Outward Completion and Through Dialin g If the attendant assists or extends a call for a user and activates ARS, the attendant’s COR is used to select the PGN for the call. nUniform Dial Plan (UDP) Since UDP calls expand the d ialed digits into seven-digit numbers and then use AAR to route the call, these calls will make use of partitioning. Once the call begins to be handled by AAR, the user’s active COR will be used to identify the proper PGN to handle the call. Administration AAR/ARS Partitioning is administered by the System Manager. The following items require administration: nDifferent Digit Analysis ta bles must be administered for each partitioned user group. nA PGN must be assigned to each COR table. Up to eight PGNs can be used. If the Time of Day Routing feature is assigned, a Time of Day Plan Number is assigned to the COR instead of the PGN. Hardware and Software Requirements No a d ditional hardware or software is required.
Abandoned Call Search Issue 3 March 1996 3-5 Abandoned Call Search Feature Availability This feature is available with all Generic 3 releases. Description Provides identification of abandoned calls for CO offices that do not provide timely disconnect supervision. Before an incoming Automatic Call Distribution (ACD) split rings the hunt group mem ber or a gent, the system checks to make sure the calling party has not abandoned the call (hung up). If the calling party has abandoned the call, the call does not ring the hunt group member or agent. Abandoned Call Search adds an overhead of up to one second to each call delivered to an agent. To see if the calling party has abandoned the call, after the call has been abandoned by an announcement, the system must d etermine if the calling party is still connected to the ground-start trunk at the central office (CO). To do this, the system flashes (opens the tip-ring loop for 150 to 200 ms) the CO end of the trunk. If the calling party is still connected, the CO will not respond. If the calling party has hung up on the call, the CO will send a disconnect signal within 700 to 800 ms. The system interprets this as an abandoned call, releases the trunk, and the call does not ring the hunt group member or agent. Outside of the US, a flash of this duration may be responded to differently. Please see the Trunk Flash feature for more information. After it is administered for a trunk group, this feature is performe d automatically by the system. No operation is required by system users. Considerations Abandoned Call Search is suitable only for older COs that do not provide timely answer supervision. Most COs provide timely disconnect supervision, and therefore d o not require the Abandoned Call Search feature. Some older COs can take as long as two minutes to notify the PBX of a disconnect and, thus, require the PBX to determine, within one second, whether the call has been abandoned, prior to extending the call. Even with A bandoned Call Search or disconnect supervision, a small probability exists that a call will be extended to the destination hunt group after the caller has hung up. Abandoned Call Search and d isconnect supervision significantly reduce that probability. Abandoned Call Search works only with ground-start analog trunks.
Feature Descriptions 3-6Issue 3 March 1996 Abandoned Call Search allows agents and hunt group members to answer more calls because time is not wasted on abandoned calls. In a d dition, call handling statistics generated by the CMS are more accurate because the CMS knows when a call is abandoned. Interactions None. Administration Abandoned Call Search is administered on a per trunk group basis by the System Manager. Each g round start CO, FX, and WATS trunk group is administered as either having Abandoned Call Searc h or not having it. Hardware and Software Requirements For G3i-Global, Abandoned Call Search requires the use of a TN747B CO Trunk circuit pack. The same requirement is in effect if the serving CO is a No.1 or No. 5 Cross bar switch. No a d ditional software is required.