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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. 
    						
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