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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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Contents xiiIssue 3 March 1996 Hard ware/Software Re quirements 3-125 nAttendant Priority Queue 3-126 Feature Availability3-126 Desc ription 3-126 Priority by Call Type 3-128 Considerations 3-128 Interactions 3-128 Interactions for Priority by Call Type (G3V4 and later releases) 3-129 Ad ministration 3-129 Hard ware/Software Re quirements 3-130 nAttendant Recall3-131 Feature Availability3-131 Desc ription 3-131 Considerations 3-131 Interactions 3-131 Ad ministration 3-131 Hard ware and Software Requirements 3-131 nAttendant Release Loop O peration 3-132 Feature Availability3-132 Desc ription 3-132 Considerations 3-132 Interactions 3-132 Ad ministration 3-133 Hard ware and Software Requirements 3-133 nAttendant Room Status 3-134 Feature Availability3-134 Desc ription 3-134 Feature History and Description3-134 Check-In/Check-Out Status 3-135 Maid Status 3-135 Interactions 3-136 Considerations 3-136 Ad ministration 3-137 Attendant Console Form 3-137
Contents Issue 3 Marc h 1996xiii System-Parameters Customer-Options Form3-137 System-Parameters Hospitality Form3-137 Hard ware and Software Requirements 3-137 nAttendant Serial Calling 3-138 Feature Availability3-138 Desc ription 3-138 Considerations 3-138 Interactions 3-138 Ad ministration 3-139 Hard ware/Software Re quirements 3-139 nAudible Message Waiting 3-140 Feature Availability3-140 Desc ription 3-140 Considerations 3-140 Interactions 3-140 Ad ministration 3-140 Hard ware and Software Requirements 3-140 nAudio Information Exchange (AUDIX) Interface3-141 Desc ription 3-141 DEFI NI TY AUDIX3-142 AUDIX (external to the DEFI NIT Y Switc h )3-143 Security Measures 3-144 Considerations 3-145 Interactions 3-146 Ad ministration 3-150 Hard ware and Software Requirements 3-150 nAuthorization Codes3-151 Feature Availability3-151 Desc ription 3-151 AAR and ARS Calls 3-152 Remote Ac cess Calls 3-153 Considerations 3-153 Interactions 3-154 Ad ministration 3-155 Hard ware and Software Requirements 3-155
Contents xivIssue 3 March 1996 nAuto Start and Don’t Split 3-156 Feature Availability3-156 Desc ription 3-156 Considerations 3-156 Interactions 3-156 Ad ministration 3-157 Hard ware and Software Requirements 3-157 nAuto-Available Split (AAS)3-158 Feature Availability3-158 Desc ription 3-158 Considerations 3-158 Interactions 3-158 ACD Splits3-158 Auto-Answer 3-159 Agent Logout3-159 Group Ad ministration 3-160 CMS Notifications3-160 Adjunct CMS Move Agent 3-160 Ad ministration 3-160 Hunt Group Administration 3-160 Hard ware/Software Re quirements 3-160 nAutomatic Alternate Routing (AAR) 3-161 Feature Availability3-161 Desc ription 3-161 AAR Dialin g 3-163 Inter-Digit Time-out 3-163 Digit Conversion 3-163 Time of Day Routing3-164 AAR Analysis 3-164 Routing Patterns 3-166 Considerations 3-167 Interactions 3-167 Ad ministration 3-169 Hard ware and Software Requirements 3-169 nAutomatic Call Distribution (ACD)3-170 Feature Availability3-170 Desc ription 3-170
Contents Issue 3 March 1996xv Call Distribution 3-170 Direct Department Calling3-170 Uniform Call Distribution 3-171 Exp ert Agent Distribution3-171 Split Queuing and Announcements3-171 Forced First Announcement 3-172 Entering the Queue 3-173 First Announcement3-173 Second Announcement3-174 Forced Disconnect3-175 Announcement Rules 3-175 Intraflow and Interflow 3-175 Queue Status Indications3-176 Priority Queuing3-176 Agent Call Handling3-176 CMS 3-180 BCMS 3-180 Abandoned Call Search3-180 Service Observing3-180 Direct Agent Calling3-181 Delivery of Direct Agent Calls 3-181 Answering a Direct Agent Call3-181 Vector-Controlled Splits 3-182 Agent Sizing3-182 Stroke Counts 3-182 Call Work Codes3-182 Forced Entry of Stroke Counts and Call Work Codes 3-182 Considerations 3-183 Interactions 3-185 Ad ministration 3-189 Hard ware and Software Requirements 3-191 nAutomatic Callback3-192 Feature Availability3-192 Desc ription 3-192 Considerations 3-192 Interactions 3-193
Contents xviIssue 3 March 1996 Ad ministration 3-194 Hard ware and Software Requirements 3-195 nAutomatic Circuit Assurance (ACA) 3-196 Feature Availability3-196 Desc ription 3-196 Considerations 3-198 Interactions 3-198 Ad ministration 3-199 Hard ware and Software Requirements 3-200 nAutomatic Incoming Call Display3-201 Feature Availability3-201 Desc ription 3-201 Considerations 3-201 Interactions 3-202 Ad ministration 3-202 Hard ware and Software Requirements 3-202 nAutomatic Route Selection (ARS)3-203 Feature Availability3-203 Desc ription 3-203 ARS Dialing 3-204 Inter-Digit Timeout 3-204 Special Dialing Patterns 3-204 Digit Conversion 3-207 Time of Day Routing3-210 ARS Digit Analysis 3-210 Routing Patterns 3-211 Digit 1 Outpulsing 3-212 NPA Deletion and Insertion 3-213 IDDD and Service Code Dialing 3-213 O perator and Operator-Assisted Calls 3-214 Considerations 3-214 Interactions 3-214 Ad ministration 3-216 Hard ware and Software Requirements 3-217 nAutomatic Transmission Measurement System (ATMS) 3-218 Feature Availability3-218
Contents Issue 3 March 1996xvii Desc ription 3-218 Considerations 3-219 Terminating Test Lines 3-219 Interactions 3-220 Ad ministration 3-220 Hard ware/Software Re quirements 3-220 nAutomatic Wakeup3-221 Feature Availability3-221 Desc ription 3-221 Considerations 3-225 Interactions 3-227 Ad ministration 3-227 Hard ware and Software Requirements 3-228 3 nBasic Call Management System (BCMS)3-229 Feature Availability3-229 Desc ription 3-229 Ac c eptable Service Level 3-230 Percent Within Service Level 3-230 BCMS Real-Time Reports3-231 BCMS Split Status Report3-232 Report Headers, Ab breviations, and Their Definitions 3-233 BCMS System Status Report3-236 Report Headers, Ab breviations, and Their Definitions 3-237 BCMS VDN Status Report 3-239 Report Headers, Ab breviations, and Their Definitions 3-240 BCMS Historical Reports 3-243 BCMS Ag ent Report 3-244 Report Headers, Ab breviations, and Their Definitions 3-246 BCMS Ag ent Summary Re port3-248
Contents xviiiIssue 3 March 1996 Report Headers, Ab breviations, and Their Definitions 3-249 BCMS Split Report3-251 Report Headers, Ab breviations, and Their Definitions 3-253 BCMS Split Summary Re port3-257 Report Headers, Ab breviations, and Their Definitions 3-259 BCMS Trunk Group Report3-264 Report Headers, Ab breviations, and Their Definitions 3-266 BCMS Trunk Group Summary Report 3-268 Report Headers, Ab breviations, and Their Definitions 3-270 BCMS VDN Re port 3-272 Report Headers, Ab breviations, and Their Definitions 3-273 BCMS VDN Summary Report 3-276 Report Headers, Ab breviations, and Their Definitions 3-277 Considerations 3-280 Interactions 3-280 Ad ministration 3-282 Hardware and Software Requirements 3-283 nBridged Call Appearance— Multi-Ap pearance Voice Terminal3-284 Feature Availability3-284 Desc ription 3-284 Extension Administrable Buttons and Lamps3-285 Sample Ap plications3-285 Security 3-286 Considerations 3-286 Interactions 3-287 Ad ministration 3-295 Hard ware and Software Requirements 3-295 nBridged Call Appearance— Single-Line Voice Terminal 3-296
Contents Issue 3 March 1996xix Feature Availability3-296 Desc ription 3-296 Sample Ap plications3-297 Considerations 3-298 Interactions 3-299 Ad ministration 3-306 Hard ware and Software Requirements 3-306 nBusy Verification of Terminals and Trunks 3-307 Feature Availability3-307 Desc ription 3-307 Considerations 3-309 Interactions 3-310 Ad ministration 3-311 Hard ware and Software Requirements 3-311 3 nCall Coverag e 3-312 Feature Availability3-312 Desc ription 3-312 Call Coverage Path 3-312 Multiple Coverage Paths 3-313 Redirection Criteria 3-313 Covering User O ptions 3-316 What Happens When a Call Goes to Coverage 3-317 VDN in a Call Coverage Path 3-318 Typical Call Coverage Arrangements3-318 Considerations 3-320 Interactions 3-320 Ad ministration 3-324 Hard ware and Software Requirements 3-325 nCall Detail Record ing (CDR)3-326 Feature Availability3-326 Desc ription 3-326 Splitting of CDR Records3-327 CDR Privacy3-328
Contents xxIssue 3 March 1996 Resource Limitation Call Record Handling Options 3-328 Set Time and Date 3-329 CDR Data Formats3-329 Date Record Format3-329 Call Detail Record Format3-331 Call Detail Record Fields 3-361 CDR Output Devices 3-379 Remove # from CDR Records3-381 Considerations 3-381 Capacities3-381 Account Code Recording3-381 CDR Device Baud Rate Limits 3-381 Interactions 3-382 Ad ministration 3-392 System Parameters3-392 Date and Time 3-393 Trunks, Loudspeaker Paging, and Code Calling Access3-393 COR 3-393 Feature A c cess Codes 3-393 IXC Codes 3-394 Data Mo dules and Modems3-394 Security 3-395 nCall Forwarding All Calls3-396 Feature Availability3-396 Desc ription 3-396 Call Forwarding Overrid e 3-397 Security Measures 3-397 Considerations 3-397 Interactions 3-398 Ad ministration 3-400 Hard ware and Software Requirements 3-400 nCall Forward Busy/Don’t Answer 3-401 Feature Availability3-401 Desc ription 3-401 Call Forwarding Overrid e 3-401 End User O peration 3-402
Contents Issue 3 March 1996xxi Security Measures 3-402 Considerations 3-402 Interactions 3-403 Ad ministration 3-405 Hard ware and Software Requirements 3-405 nCall Management System (CMS) 3-406 Feature Availability3-406 Desc ription 3-406 nCall Park 3-407 Feature Availability3-407 Desc ription 3-407 Considerations 3-408 Interactions 3-408 Ad ministration 3-409 Hard ware and Software Requirements 3-410 nCall Pickup3-411 Feature Availability3-411 Desc ription 3-411 Considerations 3-412 Interactions 3-413 Ad ministration 3-414 Hard ware and Software Requirements 3-415 nCall Prompting 3-416 Feature Availability3-416 Desc ription 3-416 Call Promp ting Vector Commands 3-416 Collect digits after announcement 3-417 Goto ste p if d igits < comparator> < digits> or if unconditionally 3-420 Goto vector < vector # > if d i gits < comparator> < digits> or if unconditionally 3-421 Route-to numb er with cov if digit 3-421 Route-to digits with coverage 3-422 Stop 3-422