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ATT DEFINITY Communications System Generic 3 Instructions Manual

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    							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  
    						
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