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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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Auto Start and Don’t Split Issue 3 March 1996 3-157 The Auto Start and Don’t Split feature is deactivated when the ‘Don’t Split’ feature is activated and reactivated upon deactivation of ‘Don’t Split’. If the system is using the CDR Account Code Dialing Forc ed Entry of Ac count Codes feature, Auto Start and Don’t Split cannot be activated. If VIS (Visually Imp aired Service) is activated or deactivated while Don’t Split was enabled, then Don’t Split is deactivate d. Administration This feature is administered on a system-wide basis on the ‘System Parameters Features’ form by enabling the ‘‘Auto Start’’ field. The Don’t Split b utton is administered on each ‘Attendant’ form. Hardware and Software Requirements No sp ecial hardware or software is required for this feature.
Feature Descriptions 3-158Issue 3 March 1996 Auto-Available Split (AAS) Feature Availability This feature is available with G3rV1, G3V2, and later releases. Description AAS provides a way for memb ers of an ACD sp lit (Automatic Call Distribution group members: usually found in call centers) to be in a continuously AUTO-IN work mo de. Although not restricted to such, this feature is intended to be use d for splits containing only nonhuman members (for example, recorders or Voice Resp onse Units). Its principal value is in bringing ACD memb ers back into AUTO-IN work mode after a system restart. Considerations AUDIX does not require the Auto-Available Split (AAS) feature since it uses BX.25 messages to automatically activate its ACD agent ports after a PBX restart. The Auto-Available Split (AAS) feature is primarily intended for nonBX.25 and nonASAI PBX adjuncts, which require extra help in getting their PBX p orts back on-line after a restart. Interactions AAS is not intended for any agent port hardware that can effect a change of its work mode state since a request to move to any state other than AUTO-IN is denied; however, a dministration of such sets is not blocked. ACD Splits Standard operation for ACD Splits remains the same. The major difference is in the handling of work modes. For non-Auto-Available splits, when an agent logs in, they are imme diately placed in the AUX-WORK mode and must generate a buttonpush (or FAC) requesting a change to the AUTO-IN or MANUAL-IN work mode in order to receive calls. For Auto-Available splits, the agent log in operation and work mode change requests are handled differently. An agent is automatically logged in under the following circumstances: nCMS successfully completes an Agent Move request into an Auto-Available split. nA p reviously maintenance-busied-out port (which is defined as an agent in an Auto-Available split) is released. nThe system (or a particular process) reinitializes and requires a relogging in of a gents.
Auto-Available Split (AAS) Issue 3 March 1996 3-159 nAdministrator administers a split as AAS = y (Hunt Group Screen). nAdministrator administers an agent into a previously defined AAS split. Agents are automatically logged out under the following circumstances: nThe adjunct successfully completes an Agent Move request out of an Auto-Available split. nThe Auto-Available agent’s port is unavailable due to a periodic or system technician-initiate d maintenance busy request. nAdministrator administers a split as AAS = n. nAdministrator removes an a gent from a previously defined AAS split. Once an agent is logged into an Auto-Available split, it is immediately moved to the AUTO-IN work mode. After an agent is logg e d into an Auto-Available split, subsequent requests to change out of the AUTO-IN work mode are denied (in other words, if appropriate, an intercept tone is returned to the user and/or the lamp associated with the work mode request receives denial flutter). Auto-Answer The ‘Auto-Answer’ feature was originally imp lemented for the benefit of human agents. Since AAS is intended for nonhuman agents, a dministering an Auto-Answer terminal as a memb er of an AAS is not recommend e d or supported; unexpected/undesirable feature interaction may result. Currently, if a nonanalog terminal is administered to b e Auto-Answer and that terminal is lo g ged into a s plit then when the terminal goes on-hook (or pulls the handset) then the terminal is logg e d out. For analog terminals administered to be auto-answer and the terminal is log g ed into a s plit, the agent must d ial the ACD logout FAC in order to be logg e d out. If this terminal is a memb er of an AAS split, a logout FAC entry is denied. The agent is logged out b y removing the terminal from the split when it is not active on a call or by busying-out the terminal. For an agent in an Auto-Available split, if that a gent’s terminal is also defined as Auto-Answer, then going off-hook logs the agent’s station into any AAS of which it is a member. Going on-hook logs the agent’s station out of any AAS of which it is a member. However, the agent must first push an administrable RELEASE button. However, the agent is first put in AUX-Work until the agent pushes the a dministered RELEASE button on nonanalog sets or generates a disconnect on analog sets. This delay in p utting the a gent in Auto-IN work mo de allows the set to g o off-hook to place a personal or emergency call prior to receiving any ACD calls that may be in queue. Agent Logout Any logout request initiated from an agent in an Auto-Available sp lit is denied (that is, if appropriate, intercept tone is returned to the user and/or the light associated with the work mode request receives denial flutter).
Feature Descriptions 3-160Issue 3 March 1996 Group Administration See “ Hunt Group Ad ministration” in DEFINITY Communications System Generic 3 Version 4 Implementation , 555-230-655, or DE FI NITY Com munications System Generic 3 V2/V3 Implementation , 555-230-653. When ACD has b een optioned for the system and the “ ACD” field on the “Hunt Group” form has been set to y, then a new “ Auto-Available” field appears. CMS Notifications The Auto-Available Split (AAS) feature notifies CMS (Call Management System) of any login, logout, or change into the AUTO-IN work mode on a per agent basis. An AAS agent is identified to CMS with a LoginID equivalent to the agent’s administered extension in a non-EAS environment. With EAS, the AAS LoginID and port are assigned on the “ LoginID” form. Adjunct CMS Move Agent Move agent requests initiate d by an Adjunct CMS simulate the normal administrative requests to remove the member from one split then add the member to another split. As such, CMS requests are subject to the same end validation checks that are provided any time these administrative changes are issued via the G3-MT. However, it is possible to move (that is, remove then a dd) a member of an Auto-Available split while that member is LOGGED IN (subject to the end validation outlined in Hunt Group Administration). Administration Hunt Group Administration When ACD has b een optioned for the system and the “ ACD” field on the Hunt Group form has been set to y, then a new “ AAS” field appears. For more information, see the feature description for Hunt Group Ad ministration. Hardware/Software Requirements No sp ecial hardware is required to sup port this feature.
Automatic Alternate Routing (AAR) Issue 3 March 1996 3-161 Automatic Alternate Routing (AAR) Feature Availability This optional feature is available with G3s/G3vs PBP, G3i, and G3r, and is not available with G3s/G3vs ABP. Description Provides alternative routing choices for private on-network calls. With Automatic Alternate Routing (AAR), the system automatically selects the most desirable (normally the least exp ensive) route over various trunking facilities for private network calls. AAR also provides digit modification to allow on-network calls to route through the public network when an on-network route is not available. The private network of PBXs that utilizes the Automatic Alternate Routin g (AAR) feature is called an ETN. An ETN is a hierarchical network of privately owned trunk and switching facilities that can provide a cost-effective alternative to toll calling between locations. An ETN consists of tandem switches, the intertandem tie trunks that interconnect them, the access or bypass tie trunks from a tandem switch to a main switch, and the capa bility to control call routing over these facilities. Within an ETN, each switching facility is identified by a unique private network office code. Private network office codes may be one to eight digits in length. Throughout the rest of this description, the private network office code will simply be referred to as the office code. ETN a ddresses for DCS or UDP destinations are limited to a seven-d igit format. This means that the location code part for UDP/DCS is a three-digit code of the ‘RNX’ form an d the extension number is a four-digit numb er in the XXXX format (along with limitations that the UDP/DCS number cannot start with a 0). Note that 5-digit UDP extensions are supported. For other destinations, ETN a d dresses are not limite d to the seven-digit RNX format. The principal use of AAR is to provide routing of private network calls. Private network calls are those calls that originate and terminate at a customer location without accessing the public network. The normal scenario is as follows: The calling party dials the AAR access code followed by an on-network numb er. AAR then selects the route for the call and performs any necessary digit manipulation. AAR selects the most desirable route for the call. If the first choice route is not available, another route is chosen automatically. To use AAR, the user dials the AAR access c ode and the called number. Feature operation is comp letely transparent to the user. The AAR access code is normally the digit 8. Normally, the called number is a private network number. However, it may also be a p u blic network number, a service code, an IDDD
Feature Descriptions 3-162Issue 3 March 1996 number, an operator code 0 (or any other digit assigned to the operator), or a CDOS (Customer Dialed/Operator Serviced) number (0+ or 01+ the number). Private network (on-network) numbers are handled by the Automatic Alternate Routin g (AAR) feature. An on-network number can be changed into a p u blic network direct-d istance dialing number, a CDOS numb er, or an IDDD number by, administering the ars call-type for such numb ers. The private network location codes may match public network central office codes. Therefore, the only way to determine the intended network for seven-digit calls is by the dialed AAR or ARS access code or by specific administration of the ars c all-type on the AAR Analysis’ form. AAR and Subnet Trunking provide a convenient means to place IDDD calls to a frequently called foreign city. Such calls route as far as possible over the private network before exiting the network. The office code is, of course, reserved to represent a particular country and city. At the final on-network switch, the office code is deleted. The international prefix c o de 011 (in the US, 00 in most of Europe, and so on), the country code, and the city code are inserted. The inserted d i gits plus the last four digits of the originally dialed numb er constitute the IDDD number. Subnet Trunkin g, which also has ARS applications, is discussed elsewhere in this chapter. Similar to the IDDD case, certain domestic calls may reach a point on the network where they can route no further b ecause tie trunks to the next switch are busy or none are provided. In this case, the office code can be deleted and the appropriate public network c ode inserted. Calls of this type route off-network via a central office. The central office may be connected to either an ETN tandem or main switch. Toll charges, if any, are from the final ETN switch to the destination. Each office code can point to any one of several Routing Patterns, numbered 1 through a maximum limit for your system. More than one office code can point to the same pattern. A blank pattern provides interc ept treatment and pattern 254 (640 for G3r) is the default for all office codes. Routing Patterns are shared with ARS. Ac cess to a route within the p attern is controlled by FRL assignments. Facility Restriction Levels (FRLs) and Traveling Class Marks (TCMs) are fully described elsewhere in this chapter. For outg oing ISDN calls, route selection is d e pendent on Bearer Cap a bility Class (BCC), FRL, and type of facility. The system may serve as an ETN tandem switch. This distinction as a tandem switch is important with respect to the routing of certain calls. As a tandem switch, the system can access or be accessed by Intertandem Tie Trunks to/from other tandem switches and/or Ac cess Tie Trunks to/from ETN main switches. Traveling Class Marks (TCMs) are append e d to numbers outpulsed on tandem trunks. (TCMs represent the originating user’s FRL.) The system can also access Bypass Tie Trunks to an ETN main switch.
Automatic Alternate Routing (AAR) Issue 3 March 1996 3-163 AAR Dialing AAR b e gins when a user dials the AAR access code (normally the digit 8), followed by the number to be called. As soon as the user dials the AAR access code, the system checks to see if the user’s voice terminal extension has been Origination Restricted or Outward Restricted by its assigned COS. The system also checks to see if the user has a Controlled Restriction of either Outward or Total. If any of these restrictions a pp ly, intercept treatment is a p plied to the call. Otherwise, the AAR call continues and the user can enter the number to be called. A second dial tone may or may not be heard after the AAR access code is dialed, depending on the system administration. Inter-Digit Time-out The system uses a short inter-digit timer and a long inter-digit timer during the dialing process. Normally, a 10-second inter-d igit timer is used between each d i git for the user to continue dialing. If the digits dialed so far point to a valid destination, but there is a similar string of digits which is of different length, the short three-second inter-digit timer will b e started. If dialing does not continue before the timer expires, it is assumed that no more digits will follow, and # is a p pended by the system to indicate end of dialing. To override the timer for faster call processing, the originator may dial # to indicate end of dialing. A 10-second long inter-digit timer is used when the digits dialed so far are not a valid destination. But more digits may be required, and a 10-second timer is allowed for dialing the next digit. Time out of this timer results in Intercept tone to the caller if it is not a valid number. To indicate the end of dialing for valid strings with a lesser numb er of digits, the user may, however, dial # on any of these calls to cancel the time-out interval and indicate end of dialing. When no length ambiguity exists and all d igits are collected, the call is routed, and no timer or # is required. Digit Conversion Once the AAR access code and the called number are dialed, the dialed number is compared to entries in the “ Matching Pattern” fields of the AAR Digit Conversion Table sc reen. If all or part of the dialed number matches one of the Matching Patterns on the sc reen, the dialed number is replaced by a new number from the “ Re placement String” field on the screen. This new number is then used to route the call, the call becomes an ARS call, and is routed using the ARS Analysis Table. This function may be used to route specific dialed number strings to a different numb er, intercept, and so on. The Digit Conversion Table is only used once per call. The purpose of AAR d i git conversion is simply to convert private network numbers to public network numbers. This allows the system to change specific
Feature Descriptions 3-164Issue 3 March 1996 dialed digits to a public network number and route some calls via ARS. Also, unauthorized private network calls can be routed to an attendant or receive intercept treatment. In G3r, conversion can be to an extension, AAR, or ARS. Time of Day Routing The Time of Day Plan Numb er of the calling party is used to make the choice of an associated Time of Day Routing screen. After this, for G3s/G3vs and G3i, an AAR call passes through AAR digit conversion. For G3r, the o pposite is true, as PGN chooses the pattern after the routing analysis is successful. On this screen, a Routing Plan Numb er (RPN), which is identical to the Partition Group Number, is identified based on the time of day. This plan is then used to select the AAR Analysis Table screen, discussed later in this feature description, which will determine how the call is route d. If Time of Day Routing is not assigned, the user’s PGN is used to select the ARS Analysis screen. See the AAR/ARS Partitioning and Time of Day Routin g features for more information. AAR Analysis After an AAR call passes through AAR Digit Conversion and Time of Day Routing, AAR Analysis is performed based on the Time of Day Routing Plan Number or (if Time of Day Routing is not assigned) the user’s PGN. The system uses AAR Analysis to compare the dialed number with entries in an AAR Analysis Table. When the system finds a dialed string entry in the table that matches the dialed number, the AAR Analysis Table maps the dialed number to a specific Routing Pattern (disc ussed later) and Call Type. The selected Routing Pattern and Call Type are then used to route the call. If the “Call Typ e” field on the AAR Analysis Table for a digit string is ars, call processing crosses over to ARS and the call is processed as an ARS call. The ‘AAR Analysis Table Sc reen’ form also shows the minimum and maximum number of d i gits required for digit analysis of each dialed number. Dialed string entries may contain the letter x or X, which is used as a wildcard character. This wildcard character matches any of the digits 0 through 9. For example, a dialed string entry of 3x ap p lies to all calls beginning with 30 through 39. This wildcard makes it possible for traditional three-d i git RNXs to b e represente d in several ways in the AAR Analysis Table. For examp le, RNXs 200 through 299 can be assigned to the AAR Analysis Table in either of the following ways:
Automatic Alternate Routing (AAR) Issue 3 March 1996 3-165 It is possible that some numbers may overlap other numbers. For examp le, the AAR Analysis Table may have dialed string entries of 645 and 6452. In this case, for example, the number 645-2045 will b e routed according to the 6452 entry (the longest d ialed string). In G3r, analysis can specify a node number, not a p attern (the p attern is obtained from the node number routing table). When the UDP is used, the three-digit RNX dial string representation must be used on the AAR Analysis Table to match the administration in the UDP table. Possible Call Types in the AAR Analysis Table are as follows: nRegular AAR call (the only one for G3r) nCrossover to ARS call (administered as a digit conversion in G3r) nAttendant (indicates that the call will be terminated to remote attendant) (G3i only). Dialed String Min. # of Digits Max. # of Digits 277 or 20 7 7 21 7 7 22 7 7 ... ... ... 29 7 7 or 2xx 7 7 or 20x 7 7 21x 7 7 22x 7 7 ... ... ... 29x 7 7
Feature Descriptions 3-166Issue 3 March 1996 nHome ETN address (indicates that the call should be terminated locally on the home switch instead of routing to another ETN node. If the UDP is administered, then that dial plan is used to convert the number to a local extension number. Otherwise, the location c ode is deleted from the dialed number, and the remaining digits are used to route the call to a local extension). This is administered as a digit conversion in G3r. nAAR calls that should be sent to the local attendant group. This is administered as a digit conversion in G3r. Some special dialing p atterns are automatically mapped to a specific Routing Pattern and Call Type. These special dialing p atterns are preassigned and require no administration. However, they can be changed by the system administrator. See the DEFINITY Communic ations System Generic 3 Version 4 Implementation , 555-230-655, or DE FI NITY Co mm unications System Generic 3 V2/ V3 Im p lem ent ati on , 555-230-653, for a list of these default translations. Normally, the “Route Pat” (routing pattern) field on the Analysis Table screen contains a routing pattern numb er. However, this field may instead contain a Remote Home Numbering Plan Area (RHNPA) table number. When an AAR Analysis ta ble points to an RHNPA ta ble, the next three dialed d i gits are compared with codes in the selected RHNPA table. Each code on the table is then mapped to a specific routing pattern number. In summary, AAR Digit Analysis is merely a method of selecting a routing p attern. The routing pattern may be selected in several ways: nIt may be selected directly from the AAR Analysis table. nThe AAR Analysis table may first have to select an RHNPA table which will in turn select the routing pattern. nFor G3r only, it may be selected from the node number routing table. Routing Patterns The digit translations p erforme d on an AAR c all by the AAR Analysis and RHNPA tables cause a specific Routing Pattern to b e selected for the call. More than one combination of dialed digits can point to the same pattern. A blank entry instead of a Routing Pattern number provides intercept treatment. However, with AAR, d i git translation should always point to a Routing Pattern. If calls to some numbers are to be denied, this should be handled by FRL assignment, not by intercept on the c o des. Facility Restriction Levels (FRLs) and Traveling Class Marks (TCMs) are discussed elsewhere in this chapter. The R outing Pattern applicable for a given call contains a list of trunk groups that can be used for the call. Trunk group access is controlled by FRLs. The digit manipulation necessary to route the call is controlled by the Subnet Trunking feature. See the Subnet Trunking feature. Otherwise, the digit string to b e outpulsed is as dialed by the user or as converted by AAR Digit Conversion.