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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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Agent Call Handling Issue 3 March 1996 3-87 assign a non-AAS login ID to the skills (that is, not counted as a hunt group member or logged-in ACD member) until the ID is logged in. When the login ID is logged in, each skill is counted as a hunt group memb er towards the system hunt group member limit, the per group member limit, and each agent is counted as a logged-in ACD agent. nHunt Groups (Non-ACD Hunt Groups) While non-ACD hunt group members are not counted as part of the logg e d-in ACD a gents limit, they can affect the actual number of traditional ACD or EAS agents that may be logged in if the system hunt group members maximum is reached. The number of non-EAS system hunt group members is non-ACD hunt group members assigned plus agent/split pairs assigned. The number of EAS system hunt group members is non-ACD hunt group members assigned plus AAS agent/skill pairs assigned plus non-AAS agent/skill pairs logged in. nHunt Groups (Unmeasured ACD Hunt Groups) Unmeasured ACD hunt group members are counted as part of the logg e d-in ACD a gents limit and the system hunt group members limit. nPort Sizing Port Sizing is a customer option that allows AT&T to make port capacity price sensitive on a per customer basis. All ports used on a system are included in this customer optioned size. While each logged-in agent uses one port, additional ports are needed for trunks, announcements, etc. For this reason, there is no error checking done between the “ Port Sizing Op tion” field and the “Logged-in ACD Agents” field. Administration Agent Call Handling is administered by the System Manager. The following items require administration on a per-terminal or per-console basis: nWhether it has Automatic Answer or Manual Answer nWhether or not it has Idle Appearance Preference (for placing calls) The following items are optional: nManual-In button nAuto-In button nAuxiliary Work button nAfter Call Work b utton nAssist button nRelease button (required with CallMaster voice terminal)
Feature Descriptions 3-88Issue 3 March 1996 nStroke Count b uttons nCall Work Code buttons nVuStats display and buttons In a ddition to the above, the following items require administration on a per-system basis: nFeature access codes: — Agent Log-In — Agent Log-Out — Manual-In — Auto-In — After Call Work — Auxiliary Work — Assist nNumber of digits in log-in identification Each split must be assigned Forced Entry of Stroke Counts and Call Work Codes if agents in that split are to b e required to enter these items. ‘System-Parameters Customer-Options’ form: nThe “ Logg e d-In ACD Ag ents” field must be administered for the appropriate maximum number of agents allowed to log in. Hardware and Software Requirements No a d ditional hardware is required, although CallMaster voice terminals are recommended for ACD agents. ACD software is required.
Alphanumeric Dialing Issue 3 March 1996 3-89 Alphanumeric Dialing Feature Availability Alphanumeric Dialing is available with all Generic 3 releases. Description Alphanumeric Dialing enhances Data Terminal Dialing by allowing data terminal users to place a data call by entering an alphanumeric name. This capability makes Data Terminal Dialing both convenient and user-friendly. Instead of dialing a long string of numbers, the users can enter a simple alphanumeric name. When an alphanumeric name is entered from a user’s terminal, the system’s call processing software converts the name to a sequence of digits by searching through an administered Alphanumeric Dialing Table. The system then dials those digits just as if the user had entered the digits. If the entered name is not found in the Alphanumeric Dialing Table, the call attempt is denied and the user receives either an Invalid Address message (for DCP) or a Wrong Address message (for ISDN-BRI). Since data terminals access the switch via DCP or ISDN-BRI d ata modules, the procedures for using Alphanumeric Dialing vary. For data terminals using DCP, users type the alphanumeric name and enter a carriage return at the DIAL: prompt. For data terminals using ISDN-BRI, users type d, enter a s pace, typ e the alphanumeric string, and enter a carriage return at the CMD: promp t. Alphanumeric dialing does not apply to endpoints with Hayes interface. More than one alphanumeric name can refer to the same digit string. Also, multiple names (mixed with number strings) can be used to dial a number. For example, a company may administer the Alphanumeric Dialing Table to convert the alphanumeric name home to the d i git string for the area code and office code of the home office. In this exam ple, a d ata terminal user with a DCP data module could access extension 3797 at the home office by typing home 3797 and entering a carriage return at the DIAL: p rompt. A d ata terminal user with an ISDN-BRI mo dule could access extension 3797 at the home office by typing d home 3797 and entering a carriage return at the CMD: prompt. Considerations Alphanumeric Dialing allows a d ata terminal user to place a data call by entering an alphanumeric name. This makes Data Terminal Dialing both convenient and user-friendly. Instead of dialing a long string of numbers, the user can enter a simple alphanumeric name.
Feature Descriptions 3-90Issue 3 March 1996 Interactions The following feature interacts with the Alphanumeric Dialin g feature. nData Call Setu p Alphanumeric Dialing enhances Data Terminal Dialing by allowing a data terminal user to place a data call by entering an alphanumeric name. Administration Alphanumeric Dialing is administered by the System Manager. In add ition to those items listed in the Data Call Setup feature description, elsewhere in this chapter, alphanumeric names and associated digit strings must be assigned in the Alphanumeric Dialing Table. Hardware and Software Requirements No a d ditional hardware or software is required.
Alternate Facility Restriction Levels (AFRL) Issue 3 March 1996 3-91 Alternate Facility Restriction Levels (AFRL) Feature Availability This feature is available with Generic 3rV1 and all Generic V2 and later releases. Description This feature allows the DEFI NI TY Com munications System to adjust facility restriction levels for devices (lines or trunks) as well as authorization c odes within a given system. Alternate Facility Restriction Levels provides an alternate mode of o peration than that prescribed by the original set of facility restriction levels. Facility Restriction Levels (FRLs) are used to determine the privileges an originating party can have when making an outgoing trunk c all. This originator c an be either a line or a trunk. An FRL is assigned to all d evices and/or device groups through its associate Class Of Restriction (COR). When a device originates an outgoing trunk call its FRL is compared to the FRL of the preference route in the case of AAR/ARS routing. If the FRL of the originator is greater than or equal to the terminated to FRL, the call can proceed. If the FRL of the originator is less than that of the terminated to trunk, the call is blocked (unless an authorization code is used to override the blockage, this is explained later). For exam ple, if the FRL assigned to a particular trunk group is three (where seven is least accessible and zero most accessible from the perspective of someone wishing to access the trunk group) only originators with an FRL of three or greater are allowed to use this trunk. FRL’s are administered within the system to allow or restrict outgoing calls according to their particular destination, tariffs a p plied on certain calls at certain times of day, or to facility problems (trunk outages for example). The Alternate Facility Restriction Levels (AFRL) feature allows a change of the administered FRLs for all originating devices and authorization codes to a new value. With the Alternate Facility Restriction Levels (AFRL) feature, a change of an FRL level can be established by the technician or the customer. For example, through AFRL all FRLs less than three are assigned a value of three and FRLs greater than three can be assigned a value of seven. Whether the original FRL value or the AFRL value is used, it is controlled through any attendant or station with an AFRL feature b utton. By depressing the button, the user can control whether calls in the switch which require FRL’s for determining access are using FRL’s or AFRL’s. AFRL affects two types of users. The attendant and a voice terminal user. Therefore, two perspectives are a d dressed. These are: nThe perspective of the p hysical terminal user, for example, the person who wishes to make an outg oing trunk call.
Feature Descriptions 3-92Issue 3 March 1996 nThe perspective of the attendant who must enable or disable the AFRL feature for the system. Terminal User Perspective In g eneral, persons who desire to make outgoing trunk calls should see no changes to their mode of operation. A minor change is the ability or inability to make certain calls based upon the administration of the switch at a given time. This means that a user may suddenly not be able to make a call that at another time of day was able to be completed by the system. Although the user does not know why the call was disallowed, policies regarding the application of this feature and its effect on the users should be made known to all users by the technician prior to the AFRL feature b eing activated and used. Attendant Perspective An ALT-FRL feature button can be administered to any attendant consoles and one station p er entire system. An ALT-FRL button on the attendant console or the station activates or deactivates the Alternate Facility Restriction Levels (AFRL) feature. This button simply to g gles whether the feature is activated or not. The depression of the feature button on any console always affects the status of the button on all other consoles and station administered with this feature button. When the feature is active, all AFRL feature buttons on equip ped consoles/station are lit. When the feature is deactivated, all feature buttons on equip ped consoles and stations are extinguished. Also, as the feature is activated and deactivated as the ALT-FRL button is d e pressed, the status of the AFRL for the ‘System Management’ form is changed so that the technician can monitor the state of the machine at any given time. When AFRL is activated the user perceives a sudden increase or decrease in calling privileges. For examp le the user may have been able to make long distance calls but d ue to the activation of AFRL’s (which have b een administered to add restrictions to the calling parties) the call is no longer allowed to b e completed. In this mode the user can be anyone of three types of alterable FRL entities. These include: nAn originating line nAn originating trunk (for example, an incoming trunk call) nA dialed authorization cod e Line Originator Case A line in this case is any device (other than a trunk), which wishes to comp lete an outgoing trunk call. This includes Analog Stations, Multi-Function Stations, Digital Stations, Data Terminals, Attendants, etc. Each of these facilities is administered to have a class of restriction, which in turn is assigned a Facility Restriction Level. This FRL is used to determine if the originating party has access to this outg oing
Alternate Facility Restriction Levels (AFRL) Issue 3 March 1996 3-93 trunk. When the AFRL feature is activate d, the FRL for the device shall be the AFRL values administered b y the technician. The user has no control over the activation or deactivation of the feature, nor the engineering of the AFRL values. Trunk Originator Case In this case, the originator is in reality an incoming trunk. Incoming trunk calls c an be DID calls to a station, incoming calls on access tie trunks, or the possibility of intertandem tie trunk calls. In either case the FRL of the device is first used to determine if it is at a high enough level to select the outgoing device. If it is not, then the FRL associated with this signaling entity, called a Traveling Class Mark (TCM), is used. By default, every device has associated with it an FRL (indirectly through the application of its assigned COR). However, tandem trunk groups are administered to pass along the FRL level associated with the other switch as p art of the interoffice signaling protocol. This can be done inband as part of the addressing information which is sent between two switches using tone sending on the trunk itself, or can be done using special ISDN Q.931 messaging in the case of an ISDN facility. In either case, the seizure of the outgoing trunk is not done until either the TCM is received or (in the case of inband signaling) an interdigital timeout occurs while waiting for the TCM d i git. If AFRLs are active, the FRL associated with the incoming trunk group is set to a new FRL. If after doing so, the originator is blocked from the trunk facility due to insufficient FRL, the TCM, if any, is used. The TCM, which is in reality just another FRL, is also set to a new FRL value. Therefore, the TCM information recorded in the billing data (CDR) is the AFRL value, not the original TCM. Due to the ap plication of AFRL on tandem and tie trunk ap p lications, entire networks can be affected by the application of the Alternate Facility Restriction Levels (AFRL) feature. This means that a judicious use of this feature must b e applied when engineering AFRLs as now calls which may be p art of a cross-country PBX network and may be blocked from comp letion due to the engineering of a restrictive AFRL arrangement. Authorization Code Case The Authorization Codes feature is used to prevent unauthorized access to various facilities on the system. It can be used to restrict access to certain trunk groups or to Remote Access trunk groups as examples. When a user dials an Authorization Code, it is validated by the system against all the technician administered Authorization Codes. If invalid, the call is routed to an administrable intercept. If the code is valid, an associated Class Of Restriction (COR) is determined. This COR has an FRL associated with it that can be changed with the Alternate Facility Restriction Levels (AFRL) feature.
Feature Descriptions 3-94Issue 3 March 1996 Considerations You need to consider the impact on your operations when there are sudden changes in the calling privileges of your users. You should consider announcing the change and preparing your telecommunications department to handle user inquiries. Interactions AFRL interacts with the Facility Restriction Levels (FRLs) and Traveling Class Marks (TCMs) feature by setting up alternate levels to those normally provided by FRL. See the Facility Restriction Levels (FRLs) and Traveling Class Marks (TCMs) feature for more information on interactions. AAR/ARS call routing is affected because ARFL could change route preferences. AFRL could have an impact on the cost of usage-sensitive calls. Administration The administration of the Alternate Facility Restriction Levels (AFRL) feature is done through the use of the CHANGE Alternate FRL command. The commands which affect the AFRL are the CHANGE and the DISPLAY commands. There is no ADD or DELETE command associated with an AFRL since the default values are set to the same value as the FRL. Field Description There are only two field types which can be changed using the “CHANGE Alternate FRL” screen. These are: nFor AFRL The values entered must be within the current range allowed for FRL entries (0 through 7) found in the “ ADD/CHANGE COR” forms for example. nFor Status The value entered is either active or inactive. Error Messages There are only two types of error messages returned for the “ CHANGE Alternate FRL” sc reen. nFor AFRL Error messages returned are i dentical to those returned for FRL entries found in the “ ADD/CHANGE COR” forms. Entry out of range - used when value not 0 through 7. Field cannot be blank - used when value entered is blank.
Alternate Facility Restriction Levels (AFRL) Issue 3 March 1996 3-95 nFor Status Error message states that value entered is not active or inactive. Status must be active or inactive - when invalid status value entered. Help Messages There are only two types of help messages returned for the CHANGE AFRL screen. nFor AFRL Enter a number between 0 through 7. nFor Status Either active or inactive. Initial Values There are only two field types needing initialization. These are: nFor AFRL The initial (default) values for the AFRL associated with an FRL are the same value as the FRL. This means the FRL 0 has an AFRL of 0, FRL 1 a AFRL of 1 etc . nFor Status Will b e defaulted to inactive which means either the technician or an attendant with an assigned Alternate Facility Restriction Levels (AFRL) feature b utton must activate the feature. Administration of AFRL Feature Button A new o ption is allowed when engineering the feature buttons on a station. The new feature b utton type of ALT-FRL c an be used to allow one station the ability to activate or deactivate the changing of originating FRL to AFRL values. The extension numb er of this station is administered on the ‘Console Parameter’ form. Attendant Class of Operations An attendant or a station with console permissions, can be set up to have an Alternate Facility Restriction Levels (AFRL) feature button on it. By d e pressing this button and activating the feature (also can be activated by technician from the SAT or SAT PC) the following takes place: nCalls requiring FRL authorization checks have the FRL set to a new AFRL value. nCalls using authorization codes have the FRL associated with the authorization code mapped to a new AFRL value.
Feature Descriptions 3-96Issue 3 March 1996 nThe status light associated with all the Alternate Facility Restriction Levels (AFRL) feature buttons assigned in the system is lit. nThe status of the Alternate Facility Restriction Levels (AFRL) feature is set to active and can be displayed using either the CHANGE AFRL or DISPLA AFRL commands from the administration terminal. By d epressing the b utton again, the feature is deactivated (also can be activate d by technician from the SAT or SAT PC as) and the following occurs: nCalls requiring FRL authorization checks now use the FRL value. nCalls using authorization codes now use the FRL associated with the authorization code. nThe status light associated with all the Alternate Facility Restriction Levels (AFRL) feature buttons assigned in the system is turned off. The status of the Alternate Facility Restriction Levels (AFRL) feature is set to inactive and can be d isplayed using either the CHANGE AFRL or DISPLA AFRL commands from the administration terminal. The administration of the Alternate Facility Restriction Levels (AFRL) feature is done through the use of the CHANGE AFRL command. The commands which affect the AFRL are the CHANGE and the DISPLAY commands. There is no ADD or DELETE command associated with an AFRL since the default values are set to the same value as the FRL. Hardware/Software Requirements No a d ditional hardware is required for this feature.