Home
>
ATT
>
Communications System
>
ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
Have a look at the manual ATT DEFINITY Communications System Generic 3 Instructions Manual online for free. It’s possible to download the document as PDF or print. UserManuals.tech offer 164 ATT manuals and user’s guides for free. Share the user manual or guide on Facebook, Twitter or Google+.
Abbreviated Dialing (AD) Issue 3 March 1996 3-17 — Group Number Lists — System Number List — Enhanced Number List — 7103A Group Number List nWait Delay Interval (5 to 25 seconds) nAttendant Console Parameters See DEFINITY Communications System Generic 3 Version 4 Imp lementation, 555-230-655 or DEFINITY Communications System Generic 3 V2/V3 Implementation , 555-230-653, for complete instructions for administering the Ab breviated Dialing (AD) feature. Hardware and Software Requirements Ad d itional tone detectors such as TN744C-Tone Detector/Call Classifier, TN748C-Tone Detector, TN420C-Tone Detector, or TN2182-Tone Clock/Detector/Generator may be required if the special wait character is used frequently. See DE FI NITY C omm unications System Generic 3 System Description and Specifications, 555-230-206, for more specifics. O ptional software is required for the Enhanced Ab breviated Dialing list.
Feature Descriptions 3-18Issue 3 March 1996 Add/Remove Skills Feature Availability This feature is available with all G3V3 and later versions with the Expert Ag ent Selection (EAS) feature enabled. Description This feature allows agents using Expert Agent Selection (EAS) to add or remove skills. A skill is a talent or ability of an a gent and a requirement of a caller that is identified within the switch by a num ber. For example, if an agent has the a bility to speak English and Spanish, that agent could b e assigned a Spanish speaking skill that has a numerical identifier, such as 50. The agent c an then add skill 50 to his/her set of working skills. If a customer requires a Spanish-sp eaking agent, the system can route the call to the agent(s) with that skill. Skills can be administered for a vector directory number (VDN) and an ACD agent login ID, and can be active for an ACD caller via vector commands. Each agent can have up to four skills active at any one time. NOTE: In the EAS environment, agents must have at least one skill assigned to them during a login session. Therefore, if an a gent with only one skill tries to remove that skill, the system does not remove the skill. Also, the system does not allow an agent with four active skills to a d d a fifth skill. This feature allows agents to add or remove a skill by dialing a feature access code (FAC). Agents use one FAC to add a skill and another FAC to remove a skill. Also, any voice terminal user with console permission can a dd or remove an agent’s skill on behalf of the agent by entering the agent’s login ID. Agents and supervisors can use queue-status indications, VuStats, or Call Management System (CMS) or Basic Call Management System (BCMS) information to determine if they need to add or remove a skill. When a dding a skill, the agent must sp ecify if the skill is primary or secondary. A primary skill is one that the agent answers b efore answering any secondary skills, if there are calls in queue for both skills. Therefore, it is worth noting that a dding or removing a primary or secondary skill d oes impact how calls are distributed to an agent. The system displays text to prompt the agent through the process of adding or removing a skill (assuming the terminal is equipp e d with a display). When an a gent a d ds or removes a skill, the system displays on the voice terminal (assuming the terminal is equipped with display) the update d set of skills. Each skill number is preceded by either p for primary or s for secondary.
A dd /Remove Skills Issue 3 March 1996 3-19 If a supervisor with console permission adds or removes a skill for an agent, the agent does not receive any notification that the change has taken place. Feature History This feature was available in the DEFINITY G2 Version 2 release with EAS. Therefore, its ad d ition to G3V3 and later releases fills a void in previous G3 releases. However, the feature has b een enhanced in this release b y the ad d ition of a gent ability to designate a skill as primary or secondary when they a d d the skill. Considerations A skill c annot b e removed from an agent’s skill set if the agent is on a call for that skill. A skill cannot be removed from an agent’s skill set if the agent is in the After-Call-Work (ACW) state for that skill. If a supervisor with console permission adds or removes a skill for an agent, the agent does not receive any notification that the change has taken place. An agent or other user d oes not need to be logg e d in for a skill to be a d de d or removed. Also, agents and users cannot add or remove a skill while on a call or in ACW. Interactions nAuto-Available Splits (AAS) If an agent adds a skill that is administered as Auto-Available, the agent’s login ID must have the “ AAS” field set to y on the Agent Login ID form, or the agent cannot add the skill. nBCMS BCMS begins tracking the new skill as soon as it is ad ded. When an a gent removes a skill, the real-time agent information specific to that skill is removed from the real-time reports. The data for the skill still a p pears on the historical reports. nVuS ta t s Because VuStats displays information gathered b y BCMS (whether BCMS is enabled or not), the BCMS interaction mentioned above applies to VuStats also. Administration EAS must be enabled on the “Feature-Related System-Parameters” form b efore using the Ad d/Remove Skills feature.
Feature Descriptions 3-20Issue 3 March 1996 Feature access codes (FACs) for adding and removing skills must be entered in the “ Feature Access Code” form. Also, for each class of restriction (COR), the ability for users with that COR to add and remove skills must be enabled or disabled. This is done on the “ Class of Restriction” form. Console permissions are administered on the “Class of Service” form. Text for user-defined displays for the Add/Remove Skills feature are administered on page 5 of the “ Display-Messages Miscellaneous” form. NOTE: Skills are defined on the “Hunt Group ” form. Each skill can b e a dministered on the ‘Vector Directory Number’ form or directly in vectors. Hardware and Software Requirements EAS is required.
Ad ministered Connections Issue 3 March 1996 3-21 Administered Connections Feature Availability Administered Connections is available with all Generic 3 releases exc ept G3vs/G3s ABP and replaces the Permanent Switched Calls feature of previous System 75 releases and of DEFINITY Generic 1. Description Automatically establishes an end-to-end connection between two access/d ata endpoints. The Ad ministered Connections feature provides the following enhanced capabilities. nSupport of both permanent and scheduled connections nAuto Restoration (preserving the active session) for connections routed over Software Defined Data Network (SDDN) trunks nAdministrable retry interval (from 1 to 60 minutes) per Administered Connection nAdministrable alarm strategy per Administered Connection nEstablishment/retry/auto restoration order based on administered priority The status of an Ad ministered Connection (disabled, connected, and so on) can be disp layed by entering the status administered-connection command from the Management Terminal. The endpoints which can be connected via the Ad ministered Connections feature are either access endpoints or data endpoints. Access endpoints are nonsignaling trunks and data endpoints are devices that connect the switch to data terminal/communication equipment. Throughout this section the term en d point is used to mean either data endpoint or access endpoint. Access Endpoints An access endpoint is either a nonsignaling channel on a DS1 interface or a nonsignaling port on an Analog Tie Trunk circuit pack that is assigned a unique extension. Since an access endpoint is nonsignaling, it will neither generate nor respond to signaling. As a result, an access endpoint cannot be use d as a trunking facility (it cannot receive incoming calls or route outgoing calls). An access endpoint is used primarily to support devices, switches, or services that have a trunk interface but do not supp ort signaling for the trunk. An access endpoint may be d esignated as the originating (local) endpoint or destination endpoint in an Administered Connection. The status of an access endpoint can be disp layed by entering the status access-endpoint command from the Management Terminal.
Feature Descriptions 3-22Issue 3 March 1996 If a data call/connection between two access endpoints is set up from a voice station via the Transfer feature, the call can only b e dropped (and the endpoints freed) by busying out either one of the Access Endpoints or a trunk over which the connection is routed (if one exists) from the Management Terminal. This is required since neither of the endpoints can initiate a drop (access end points are nonsignaling). Typical Administered Connection Configurations The Ad ministered Connections feature allows a great amount of flexibility in assigning the destination a d dress of the connection. As a result, many different configurations are possible with an Ad ministered Connection. An Administered Connection can be established between two endpoints on the same switch; between two en d points in the same private network, but on different switches; or between an endpoint on the controlling switch and another endpoint off the private network. In all configurations, the Administered Connection must be administered on the same switch as the originating endpoint. If the two endpoints of the Administered Connection are on two different switches within a private network, normally, the connection will be routed through tie trunks (such as ISDN-PRI, DS1 or analog tie trunks) and p ossibly intermediate switches. However, if preferred, the connection can be routed through the public network. The following are typical Administered Connection configurations and their application examp les: nA local data endpoint connects to a local or a remote access endpoint. One example of this is an MPDM connecting to a T1 Multiplexer via a DS0. nA local access endpoint connects to a local/remote access endpoint. Two examples are a DS0 cross-connect and a four-wire leased line modem to a four-wire leased line modem connection via analog tie trunks. nA local data endpoint connects to a local/remote data endpoint. One example is a connection between two 3270 data modules. Establishment of Administered Connections The originating switch will only attemp t to establish an Administered Connection if the following conditions exist: a. the Administered Connection is enabled b. the Administered Connection is due to be active (either a permanent Administered Connection or the time of day requirements are satisfied if a scheduled Administered Connection) c. the originating en d point is in the in-service/idle state If the originating endp oint is not in-service/idle, no activity will take place for the Administered Connection until the endpoint transitions to the desired state. The
Ad ministered Connections Issue 3 March 1996 3-23 destination a ddress is used by the originating switch to route the connection to the desired endpoint. When two or more Ad ministered Connections are to b e established at the same time, they are established in priority order. Administered Connection Establishment Retries Administered Connection establishment attempts can fail for the following reasons: nresources are unavailable to route to the destination na required conversion resource is not available naccess is denied. COR, FRL, BCC, or an attempt is made to route voice-band-data over SDDN trunks in the 4ESS switch network (or other public switch network) nincorrect destination a ddress ndestination endpoint is busy nother network or signaling failure In the event of a failure, an error will be lo g ged in the error log and an alarm will be g enerated, if it is warranted by the alarming strategy. The reason an Administered Connection has failed can be displayed by the System Manager via the status administered-connection command. This information is also contained in the error log. As long as an Administered Connection is due to b e active, continued attempts to establish an Administered Connection will be ma de by the originating switch unless the establishment attempt failed because of an administrative error (like a wrong number) or service blocking condition (like outgoing calls barred). Establishment attempts for Administered Connections that fail as a result of one of these conditions will resume when the problem is resolved (that is, Administered Connection administration has been changed). The frequency at which failed establishment attempts are retried is determined by the administered retry interval (1 to 60 minutes) of each Ad ministered Connection. Retries will be ma de after the retry interval has elapsed regardless of the restorable attribute of the Administered Connection. If more than one Administered Connection is to be retried at the same time, they will be retried in priority order. When the customer changes the time of day on the switch, an attempt will b e made to establish all Administered Connections in the ‘waiting for retry’ state. Dropping an Administered Connection Once established, an Administered Connection will remain active until one of the following events occurs:
Feature Descriptions 3-24Issue 3 March 1996 nThe Ad ministered Connection is changed, disabled, or removed. (See the “Administration” section for i dentification of which attributes, when changed, will result in the dropping of an active Ad ministered Connection.) nThe time of day requirements of a scheduled Administered Connection are no longer satisfied. nOne of the endpoints initiates dropping the connection. This could be a result of a user initiate d drop (in the case of a data endpoint), maintenance activity resulting from an end p oint failure, or the busying out of the en d point or handshake failure. If the en d points involved in an Administered Connection are incompatible, the connection will successfully connect before the handshake failure occurs. NOTE: Administered Connections between access endpoints will remain connected even if the attached access equipment fails to handshake. nAn interruption (that is, facility failure) occurs in the path between the endpoints involved in the Administered Connection. No action is taken if an Administered Connection drops because it was disabled/removed or is no longer due to be active. If an Administered Connection drops because of changed Administered Connection attributes, an immediate attempt will be made to establish the connection with the changed attributes if it is still d ue to be active. Existing entries in the error/alarm log are resolved if they no longer apply. If it can be determined that handshake failure resulted in the drop ping of the connection, in the case of an Ad ministered Connection involving at least one d ata endpoint, no action will be taken for that Administered Connection until the change administered-connection c ommand has been executed. Administered Connection Failure: Auto Restoration and Fast Retry When an active (established) Administered Connection d rops prematurely, either auto restoration or fast retry will be invoked. It can be determined whether or not auto restoration will b e attempted for an active Ad ministered Connection by observing the contents of the restorable field displayed on the Status Administered Connection screen. Auto restoration will be attempte d if the Ad ministered Connection was optioned for auto restoration and the connection was routed over SDDN trunks. During restoration, connections are maintained between the switch and endpoint at both ends of the connection. In addition to allowing the active session to b e maintained, this also provides a high level of security by prohibiting other connections from intervening in active sessions. The ‘Auto Restoration’ feature cannot guarantee restoration within a certain time period, but successful
Ad ministered Connections Issue 3 March 1996 3-25 restorations (involving remote endpoints on a G3i switch) must be comp leted before the expiration of the 60-second endpoint holdover timer utilized d uring restoration. If auto restoration is successful, the session that was active when the failure occurred might be maintained (no guarantee). If the session is maintained, the restoration is transparent to the user with the exception of a temp orary disruption of service while the restoration is in progress. A successful restoration is reflected by the restored state on the Status Administered Connection screen. The restored status will be displayed, even if the destination endpoint was idle (that is, already dropped) when the restoration attempt arrived at the destination node. (Although the restoration was successful, the data session may not have been preserved.) If the auto restoration function is not optioned or the Administered Connection is not routed over SDDN trunk(s), the switch will immediately attempt to reestablish the connection (fast retry). Fast retry will also be attempted if the originating endpoint initiated the drop. In the event of a fast retry, connections are not maintained on both ends. Fast retry will not be attemp ted for an Ad ministered Connection which was last established via fast retry, unless the Administered Connection has been active for at least two minutes. If the auto restoration or fast retry attemp t fails to restore/reestablish the connection, the connection will be dropped and the Administered Connection will go into retry mode. Retry attempts will continue, at the administered retry interval, as long as the Administered Connection is due to be active. Interactions The following features and functions interact with the Administered Connections feature: nAbbreviated Dialing Abbreviated dialing entries can be used in the “ Destination Address” field. Entries must comply with the restrictions of the dial plan. nAAR/ARS/Generalized Routing Selection (GRS) These features may be used in the routing of an Administered Connection. nBusy Verification of Stations and Trunks This feature d oes not a p ply to access endpoints because access endpoints are used only for data. nClass of Restriction A COR should be reserved for Administered Connection endpoints and SDDN trunks. This would restrict endpoints, not involved in Ad ministered Connections, from connecting to SDDN trunks or endpoints involved in Administered Connections. nClass of Service/Call Forwarding
Feature Descriptions 3-26Issue 3 March 1996 An Administered Connection endpoint should be assigned a Class of Service that will block call forwarding activation of the endpoint. nData Call Setu p A Default Dialing d estination should not b e assigned to a d ata module that is used in an Ad ministered Connection. nData Call Hotline A hotline d estination should not be assigned to a d ata module that is used in an Administered Connection. nDigital Multiplexed Interface (DMI) DMI endpoints can be used as the destination in an Ad ministered Connection. DMI end points do not have associated extensions, so they cannot be used as the originator in an Ad ministered Connection. nFacility Test Calls The feature d oes not a p ply to access endpoints because an access endpoint acts as an en d point rather than as a trunk. nHunting A hunt group extension is not allowed to be used as the origination extension of an Administered Connection. nModem Poolin g If a conversion resourc e (pooled modem) is required in an Ad ministered Connection, one will be inserted. If no conversion resource is available, the connection will be dropped. nNon-Facility Associated Signaling (NFAS) and D-Channel Backup Auto Restoration for Ad ministered Connections, initially routed over an NFAS facility, may fail if the only b a ckup route is over the facility on which the backup D-channel is administered, since the b ackup D-channel may not come into service in time to handle the restoration attempt. nSet Time Command When the System Manager changes the system time via the set time command, all sc heduled Administered Connections are examined. If the system time change causes an active Administered Connection to be outside its scheduled period, the Ad ministered Connection will be dropped. If the time change causes an inactive Administered Connection to now b e within its scheduled period, the switch will attempt to establish the Administered Connection. Also, if any Administered Connection (scheduled or continuous) is in the retry mode and the system time changes, the switch will attempt to establish the Ad ministered Connection immediately. nCDR