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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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Answer Detection Issue 3 March 1996 3-97 Answer Detection Feature Availability Answer Detection is available with all Generic 3 releases except G3vs/G3s ABP. Description Improves the accuracy of the call duration in CDR call detail record s by detecting the state of outgoing trunk calls that do not receive Network Answer Supervision. A timer is used to d etermine when the called party has answered. Since Network Answer Supervision may or may not be sent back, a normal outgoing trunk call without the Answer Detection feature relies upon the Far End Answer Supervision timer once an outgoing call is placed. The Far End Answer Supervision timer is an internal, a dministrable timer that estimates when the far end should have answered the call. The interval for the Far End Answer Supervision timer is specified on the ‘Trunk Group’ form. As soon as the specified Far En d Answer Supervision time interval is reached, CDR generates a call detail record. However, if the call terminates before the timeout interval is reached, CDR does not generate a call detail record . Answer Detection allows the system administrator to set the answer supervision timeout to larger values while g enerating CDR call d etail reports on short d uration calls. The Answer Detection feature uses a port on the Call Classifier circuit pack to detect various tones and voice-frequency signals received from the outgoing trunk, and classifies the call as answered, unanswered, busy, etc. based on this tone detection. A call that has been classified as answered by this tone detection c a pability is assumed to have been answered for the purpose of generating a CDR call record, even if Network Answer Supervision has not been received and/or the Far En d Answer Supervision timer has not been timed out. This provides a more accurate time of call duration and therefore imp roves Call Detail Recording and any subsequent billing based on CDR records. NOTE: A CDR call record is generated if a call classifier is involved and the call is classified prior to the Far End Answer Supervision timer expiring.
Feature Descriptions 3-98Issue 3 March 1996 Considerations The Answer Detection feature does not accurately detect all types of tones especially in countries whose tone schemes are not similar to the US. For a normal answered call, the call will usually be correctly classified as answer. However, some calls may be misclassified as Fast Busy when they are actually answer. Miscellaneous tones, such as the PBX tones (that is, confirmation) will b e classified as answer. In addition, loud background noise may activate Answer Detection, causing the call to be classified as answer, even if the call is not connected. If Answer Detection is accidentally activated, but the call is not connected, the call is recorded in CDR records on the PBX. If Answer Detection is accidentally a ctivate d and the call is connected, the caller is b illed erroneously for the time that elapses between Answer Detection activating and the called party answering. Administration While Answer Supervision is a system-wide option, the timer interval that a p plies to a particular trunk must be administered on a trunk group basis. Only trunks administered as CO, FX, or WATS trunks receive this treatment. Interactions The following features interact with the Answer Detection feature. nCallVisor ASAI Answer Detection competes with CallVisor ASAI switch-classified calls for ports on the Call Classifier circuit pack. Answer Detection triggers reporting of a Connect Event to ASAI. nCall Promp ting Answer Detection comp etes with Call Promp ting for ports on the Call Classifier circuit pack. nCDR Answer Detection provides more accurate CDR records where tone detection is possible and Network Answer Supervision is not received. Answer Detection trig gers reporting of a Connect Event to ASAI. Hardware and Software Requirements Requires a TN744 Call Classifier circuit pack.
Attendant Auto-Manual Splitting Issue 3 March 1996 3-99 Attendant Auto-Manual Splitting Feature Availability This feature is available with all Generic 3 releases. Description Allows the attendant to announce a call or consult privately with the called party without being heard by the other party on the call. This feature is activated automatically when the attendant, active on a call, presses the S TART button, a Hundreds Select button and a Direct Extension Selection button (if provided), or a Trunk Group Select button. Any of these actions temp orarily separates the party on the call from the connection and allows the attendant to call and talk privately with another party. The connection is reestablished when the attendant presses one of the following buttons: nCancel — Cancels the call attempt and reconnects the attendant and the separated party. nSplit — Esta blishes a three-way conversation with the attendant, the separated party, and the called party. nRelease — Connects the separated party and the called party and disconnects the attendant. Considerations Attendant Auto-Manual Splitting provides for splitting the calling party away so attendant can confidentially determine if the called party can accept the call. Administration To use Auto-Manual Splitting, one SPL I T button must be assigned per console and “Auto Start’’ must b e disabled on ‘‘System Parameter’’ form for G3i-Global, G3rV1, G3V2, G3V3, G3V4, and later releases. Hardware and Software Requirements No a d ditional hardware or software is required.
Feature Descriptions 3-100Issue 3 March 1996 Attendant Call Waiting Feature Availability This feature is available with all Generic 3 releases. Description Allows an attendant originated or extend e d calls to a busy single-line voice terminal to wait at the called terminal. The attendant is free to handle other calls. Attendant Call Waiting is activated for a single-line station whenever an attendant originates or extends a call to a busy single-line voice terminal. The attendant hears a Call Waiting ringback tone and the busy voice terminal user hears a call waiting tone. This burst tone is heard only by the called voice terminal user. The number of bursts (one, two, or three bursts) is administrable in G3i-Global, G3V2; and later releases. When the Attendant Call Waiting is a ctivate d the attendant may choose to c ancel the call, release the call, or hold the call on the console. However, releasing an attendant-originated call results in the call being dropped completely. If the attendant activates the Attendant Call Waiting feature, and the administered Return Call Time-Out or Time d Reminder on Hold interval expires without the call being answered, the call returns to the console. The call in progress at the voice terminal can be placed on hold. In order to answer the waiting call, after receiving recall dial tone, the user then d ials the answer call waiting access code. After answering the waiting call, the voice terminal user can use the Hold feature to return to the held call or toggle back and forth b etween the two calls. As an example of how Attendant Call Waiting is used, assume extension 123, a single-line voice terminal, is b usy. An attendant extends a call to extension 123 and hears the Call Waiting Ringback Tone which indicates that Attendant Call Waiting is activated. The attendant may choose to announce the call waiting condition to the calling party. However, after d oing this, the attendant cannot cancel the call. The attendant could cancel the call and ask the calling party to call again later, or the attendant could release the call or place the call on hold at the console. This allows the attendant to handle other calls. The voice terminal user at extension 123 hears a two-burst tone and knows a call is waiting. The voice terminal user at extension 123 can then terminate the call in progress, or place the call in progress on hold, and answer the waiting call. If the waiting call is not answered before a preassigned time interval (Return Call Timeout or Time d Reminder on Hold) expires, the call returns to the attendant.
Attendant Call Waiting Issue 3 March 1996 3-101 Considerations Attendant Call Waiting allows an attendant to originate or extend calls to a busy single-line voice terminal while allowing the attendant to handle other calls. Since the attendant is able to handle other calls while a c all is waiting, more c alls can be answered. Attendant Call Waiting a p plies only for calls to single-line voice terminals within the system. Only one call per voice terminal can wait at a time. Interactions The following features interact with the Attendant Call Waitin g feature. nAutomatic Callback If Automatic Callback is activated at the called voice terminal, Attendant Call Waiting is denied. nCall Coverage Attendant Call Waiting calls can be redirected to coverage if the called voice terminal has Data Privacy or Data Restriction activate d. If one of these conditions exist, and nCall Coverage is assigned to a voice terminal, and nSend All Calls is activated or coverage criteria are met, the call does not wait and can be redirected to the coverage path. In some cases, the call can wait and then be redirected to coverage. In other cases the call returns to the console, rather than be redirected to coverage. The operation is as follows: — The Coverage Don’t Answer interval (two to nine ringing cycles or the equivalent time) specifies how long a call remains directed to the called voice terminal b efore redirecting to coverage. This interval a p plies to b oth the Busy and Don’t Answer criteria. If Attendant Call Waiting is a p plicable on the call, this feature is active for the duration of the Don’t Answer interval only. At the expiration of this interval, the call redirects to coverage. — If the Return Call Timeout (Timed Reminder) interval expires before the Don’t Answer interval expires, the call does not go to coverage but returns to an attendant console. If the Don’t Answer interval expires first, the call redirects to coverage, but can still return to the attendant console if a coverage point does not answer the call before the Return Call Time-out. — If Send All Calls is active or if the redirection criterion is Cover All Calls, the call immediately redirects to coverage instead of waiting. — An attendant can release from an extended call at any point during the call, without affecting the preceding operations.
Feature Descriptions 3-102Issue 3 March 1996 nData Privacy If Data Privacy is activated at the called voice terminal, Attendant Call Waiting is denied. nData Restriction If Data Restriction is activated at the called voice terminal, Attendant Call Waiting is denied. nDDC and UCD Calls to a DDC or UCD group do not wait; however, such calls can enter the group queue, if provided. nLoudspeaker Paging Access If Loudspeaker Paging Access is activated at the called voice terminal, Attendant Call Waiting is denied. nMusic-on-Hold Access Music-on-Hold can be heard by the calling party, if the call is a trunk transferred call and this typ e of call is administered to receive Music-on-Hold for call waiting calls. Otherwise, the calling party does not hear Music-on-Hold, but hears ringing. nRecorded Telephone Dictation A ccess If Recorded Telephone Dictation Ac cess is activated at the called voice terminal, Attendant Call Waiting is denied. nTimed Reminder The Timed Reminder interval d etermines how long a call waits before returning to an attendant console. If the call is not answered or does not redirect to coverage before this interval expires, the call returns to the attendant console. Administration Attendant Call Waiting is a standard system feature. Attendant Call Waiting is assigned to single-line voice terminals on a per-terminal basis. The call waiting interval is administered through the Time d Reminder and Attendant Timers feature by the System Manager. Also, transferred trunk calls that are waiting to be answered can be administered to receive Music-on-Hold. Hardware and Software Requirements No a d ditional hardware or software is required.
Attendant Control of Trunk Group Access Issue 3 March 1996 3-103 Attendant Control of Trunk Group Access Feature Availability This feature is available with all Generic 3 releases. Description Allows the attendant to control trunk groups, and prevents voice terminal users from directly accessing a controlled trunk group. Each attendant console has 12 designated Trunk Hundreds Select buttons to be used with the Attendant Direct Trunk Group Selection feature. Each console may have up to 12 of its feature b uttons administered as additional Trunk Hundreds Select buttons, for a total of 24 Trunk Hundreds Select b uttons per console. The attendant gains direct access to an outgoing trunk group by merely pressing the button assigned to that trunk group. All Trunk Hundreds Select buttons (including any administered on the console’s feature b uttons) have a Busy lamp which lights when all trunks in the associated trunk group are busy. If one of the two-lamp feature buttons on a basic console is administered as a Trunk Hundreds Select b utton, the bottom lamp is used as the Busy lamp (the top lamp is not used). Six of the designated buttons (basic console) or all 12 designated buttons (enhanced console) have two a d ditional lamps that are used for Attendant Control of Trunk Group Access. The two a d ditional lamps are as follows: nWarn (warning) lamp Lights when a preset numb er of trunks are busy in the associated trunk group (the busy threshold of the trunk group is reached). nCont (control) lamp Lights when the attendant activates Attendant Control of Trunk Group Access for the associated trunk group. The attendant activates Attendant Control of Trunk Group Access by pressing a C ONT ACT (Control Activate) button followed by the d esired Trunk Hundreds Select button. The Trunk Group Select b utton used must have a Cont. (control) lamp. If a user attempts to access a controlled trunk group directly, the call automatically redirects to the attendant. If the attendant decides to allow the call to go through, the attendant can connect the user to the desired trunk group by pressing the associated Trunk Group Select button. The attendant can then release the call or hold the call on the console. Calls already in queue for a trunk are not affected by the activation of Attendant Control of Trunk Group Access for that trunk group. For example, if an attendant
Feature Descriptions 3-104Issue 3 March 1996 activates Attendant Control of Trunk Group Access for a specific trunk group while a user is waiting in queue for an outside trunk in that trunk group, the call is not affected . The call remains in queue until an idle trunk becomes available, at which time the call is connected to that idle trunk. The attendant deactivates Attendant Control of Trunk Group Access by pressing the C ONT DEACT (Control Deactivate) button followed by the desired Trunk Hundreds Select b utton. [The Trunk Group Select button used must have a Cont. (control) lamp.] Attendant Control of Trunk Group Ac cess is activated and deactivate d separately for each trunk group. After an attendant presses a C ONT ACT or CONT DEA C T button, the attendant can perform other operations before pressing the desired Trunk Hundreds Select button. This has no effect on the activation or deactivation of the feature. For example, if the attendant presses the C ONT ACT b utton and then has to answer another call, the desired Trunk Hundreds Select button can b e pressed after answering the call. Attendant Control of Trunk Group Access is then activated for the associated trunk group. Considerations By activating Attendant Control of Trunk Group Access, the attendant obtains control of access to specific trunk groups. This allows the attendant to monitor the use of these trunk groups. By watching the lamps associated with the trunk groups, the attendant can determine if the number of busy trunks in a specific trunk g roup has reached a preset warning level and if all trunks in a specific trunk group are busy. The attendant can then handle other calls to these trunk groups accordingly. This feature can be activated for any trunk group assigned to a Trunk Group Select button with an associated control lamp. Each attendant in the system can control access to six (basic console) or 12 (enhanced console) different trunk groups. If Attendant Control of Trunk Group Access is activated, and no attendant is assigned, or the attendant is later removed, calls to a controlled trunk group route to the attendant queue. Interactions The following features interact with the Attendant Control of Trunk Group Access feature. nAttendant Direct Trunk Group Selection This feature must be assigned with Attendant Control of Trunk Group Access feature.
Attendant Control of Trunk Group Access Issue 3 March 1996 3-105 nAttendant Display When a call redirects to the console because Attendant Control of Trunk Group Access is activated, the alphanumeric disp lay identifies the calling party and shows that the call has attempted to access a controlled trunk group. nAutomatic Route Selection and Automatic Alternate Routing (ARS/AAR) Activating Attendant Control of Trunk Group Access removes the controlled trunk group(s) from the Automatic Route Selection and Automatic Alternate Routing patterns. Deactivating the feature reinserts the group(s) into the patterns. Automatic Route Selection calls are not routed to the attendant. nTrunk Group Busy/Warning Indicators to Attendant This feature keeps the attendant informed of trunk group status. This status can be used to determine when to activate control. nUniform Dial Plan (UDP) Activating Attendant Control of Trunk Group Access removes the controlled trunk group(s) from preferences. Deactivating the feature enables the (UDP) to access the trunk groups. nAuthorization Codes When a trunk group has an incoming destination set to the Attendant, authorization codes are not collected. Administration Attendant Control of Trunk Group Access is assigned on a per-attendant console basis by the System Manager. The following items require administration: nAttendant Console — Trunk groups which are to be controlled — The Control A ctivate button is ACT-TR-GRP and the Control Deactivate button is DEACT-TR-GRP. nControlled Trunk Groups — Busy Threshold Hardware and Software Requirements No a d ditional hardware or software is required.
Feature Descriptions 3-106Issue 3 March 1996 Attendant Direct Extension Selection With Busy Lamp Field Feature Availability This feature is available with all Generic 3 releases. Description Allows the attendant to trac k extension status (idle or busy) and to place or extend calls to extension numb ers assigned to the system without having to dial the extension numb er. The attendant can use this feature in two ways: nUsing standard Direct Extension Selection (DXS) access. If you use an attendant c onsole that has one or more Hundreds Select buttons, you can press a Hundreds Select button and a DXS button to access a station. nUsing enhanced DXS access. The functionality is useful when: — You use an attendant console that does not use Hundreds Select buttons. — You use an attendant console with Hundreds Select buttons, but you have one or more hundreds groups not administered by a Hundreds Select button. In this case, you can use a Group Select button and dial the first two or three d igits of the station and then use the DXS button to access the station. Please see the Enhanced DXS Tracking subsection below. In both cases (using a Hundreds Select b utton or the Group Select button), when the system is tracking a group of extensions, the attendant can place or extend subsequent calls to extensions in that group simply by pressing the DXS button, without having to reselect the group. Both of these c a pabilities eliminate the need to dial extensions. The extension numbers may be voice terminal extensions, hunt group extensions, off-switch extensions (such as UDP extensions), or nonvoice terminal extensions. Whichever method you use to access and track DXS extensions, you can view the group of extensions c urrently being trac ked b y using a Group Display feature button. This button, on the console disp lay, indicates the range of extensions being tracked by the selector console.