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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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Automatic Call Distribution (ACD) Issue 3 March 1996 3-187 nData Call Setup (to or from a member of an ACD sp lit) Voice Terminal Dialing or Data Terminal (Keyboard ) Dialing can be used on calls to an ACD sp lit. nData Restriction If the trunk group used for an ACD call has Data Restriction activated, agents with automatic answer activated will not hear the zip tone that is normally heard. nDDC and UCD Before the System Manager changes a ‘‘hunt group’’ from ACD to non-ACD (DDC or UCD), all agents in that hunt group must be logged out. When the System Manager changes a hunt group from ACD to non-ACD (DDC or UCD), all agents in that hunt group are placed in a ‘‘hunt group busy’’ state by the system software. If any voice terminals in the hunt group have an Auxiliary Work button, the lamp associated with that button will light. In order to become available for calls, the agent can press the Auxiliary Work button. Voice terminals without Auxiliary Work buttons can dial the Hunt Group Busy Deactivation feature access code followed by the hunt group number to be able to receive calls. nDCS ACD is not a DCS-transparent feature. CMS cannot measure ACD splits on a DCS network as though they were one switch. Agents for a split must be all on the same switch. If a call to an ACD sp lit is forwarded to a split at another DCS node, the c aller will not hear the forced first announcement of the forwarded-to split. If an ACD split is in night service, with a split at another DCS node as the night service destination, a call to the first split will be connected to the first forced announcement of the sp lit serving as the night service destination. nDial Intercom An agent with origination and termination restriction can receive ACD calls and can make and receive Dial Intercom calls. nEA S The interactions of EAS and ACD are closely knit. Please see the Exp ert Agent Selection (EAS) feature section for information on using EAS with ACD. nForce d ACD Calls Multiple Call Handling and Forced ACD Call features are mutually exclusive. Forced ACD Call features are not available in G3V4 a n d later versions.
Feature Descriptions 3-188Issue 3 March 1996 nHold If an agent puts an ACD call on Hold, information is reported to the CMS via the Personal Call Tracking Feature. Therefore, the CMS records the amount of time the agent is actually talking on the call. nIndividual Attendant Access Individual attendant extensions can be assigned to ACD splits. Unlike voice terminal users, individual attendants can answer ACD calls as long as there is an idle call appearance and no other ACD call is on the console. nInternal Automatic Answer (IAA) Internal calls placed to an ACD split numb er are elig i ble for IAA. IAA and ACD Automatic Answer cannot be administered simultaneously on the same station. nMulti-Appearance Preselection and Preference All assigned call appearances must be idle b efore an ACD call is d irected to a voice terminal. nMultiple Call Handling Multi ple Call Handling and Forced ACD Call features are mutually exclusive. Forced ACD Call features are available beginning with G3V4 and later releases. nNight Service — Hunt Group When Hunt Group Night Service is activated for a split and the night-service d estination is a hunt group, the caller will hear the first forced announcement for the original split, if administered. The call is then redirected to the night service destination hunt group. When an agent in the night service hunt group becomes available, the call goes to that agent. If all agents in the night destination hunt group are busy, the caller will hear the following, if assigned: forced or delayed first announcement, ringback, music-on-hold or silence, and a second announcement. nPriority Calling A priority call directed to an ACD sp lit is treated the same as a nonpriority call, except that the d istinctive three-burst ringing is heard (if three bursts have been administered for priority calls). A c all made to an ACD split from a user or trunk g roup with a COR that has priority queuing is inserted ahead of normal priority calls in the sp lit q ueue. However, if the call intraflows to another split without priority queuing, it is queued as a normal priority call in the covering split’s queue.
Automatic Call Distribution (ACD) Issue 3 March 1996 3-189 nCDR When a CO caller enters a full ACD split queue, CDR and the CMS may show different measurements. CDR measurements indicate the maximum number of calls allowed in the queue, whereas the CMS measurements indicate all calls in the q ueue p lus any c all on the CO trunk waiting to enter the split queue. nTerminating Extension Group A Terminating Extension Group cannot be a member of an ACD split. nRestriction — Origination and Termination An agent with Origination and Termination Restriction can receive ACD calls and use the assist feature. nTermination Restriction (COR) A station that is in a COR with Termination Restriction can receive ACD calls. nTransfer Calls cannot be transferred to a busy split. The transfer operation will fail and the transferring p arty will be re-connected to the call. If the transferring party d e presses the T RA N SFER b utton, d ials the hunt group extension number, and then disconnects (and the split is busy), the call will be disconnected. nVe ctor Disconnect Timing This timer can be administered on the System Parameters Form (“Vector Disconnect Timing” line). When disconnect supervision is not available, a call may stay up even after the called party hangs up. To prevent this, the timeout may be set (from 1 to 240 minutes) to force-disconnect the call. Vector Disconnect Timing features are available in G3V4 and later versions. nVoice Terminal Display. On calls d ialed directly to an ACD split extension number, the calling party’s identity (trunk name or user name) and the ACD split’s i dentity (sp lit name) are displayed at the called extension. Administration ACD is administered by the System Manager. The following items can be administered for each ACD split (hunt group): nSplit extension numb er, name, and type of hunting. The type of hunting is administered as DDC (Direct), UCD (Most-Idle Ag ent), or EAD (Expert Agent Selection). nWhether or not it is an ACD split. nWhether the hunt group is a skill hunt group.
Feature Descriptions 3-190Issue 3 March 1996 nWhether or not the split is adjunct-controlled. nWhether or not each sp lit is vector-controlled. If a split is vector-controlled, announcement attributes, night service destination, intraflow, coverage path, and message information cannot be administered for the split. nWhether split measurements are to be internal, external, both, or none. nWhen Multiple Call Handling is enable d, if the split/skill has a MCH type of ‘‘none,’’ ‘‘on-request,’’ “one-forced,” “one-per-skill’’ or “many-forced.” nFirst announcement extension. nFirst announcement delay interval. nSecond delay announcement extension. nSecond delay announcement interval. nWhether or not the second delay announcement is recurring. nNight service destination. nWhether or not calls redirected by Intraflow have priority over other calls. nInflow threshold (0 to 999 seconds). If the oldest call in queue has been in queue for this amount of time, the split will not accept any redirected calls. nSplit supervisor extension. nSplit coverage path. nClass of Restriction. nFour-Digit security code. nType of Message Center the split serves as (AUDIX, LWC reception, AUDIX name, Message Server name, or blank). nWhether or not the split is served by a queue. nQueue length (1 to 200 calls for G3i, 1 to 999 calls for G3r). nQueue Warning Threshold for number of calls (1 to 200 calls for G3i, 1 to 999 calls for G3r). nQueue Warning Threshold for time in queue of oldest call (0 to 999 seconds). nPort Number assigned to auxiliary queue warning lamp (based on numb er of calls). nPort Num ber assigned to auxiliary queue warning lamp (based on time in queue of oldest call). nGroup Members (extension numbers). nWhether or not agents in the split are required to enter Stroke Counts and/or Call Work Codes. nRedirection on No Answer (RONA).
Automatic Call Distribution (ACD) Issue 3 March 1996 3-191 Hardware and Software Requirements Each auxiliary queue warning level lamp requires one port on a TN742 or TN746B Analog Line circuit pack. An indicator lamp may be used as a queue warning level lamp. The lamp operates on ringing voltage and can be mounted at a location convenient to the split. A reload indicator can be optioned on a button to indicate when a system reload has completed so agents know when calls b e gin again. Each delay announcement requires either one port on an Integrated Announcement circuit pack or external announcement equipment and one port on a TN742 or TN746B Analog Line circuit pack or a port on an Auxiliary Trunk p ack. NOTE: There are 16 p orts available for listening to any one of the announcements. In addition, any announcement may be played over one or more physical channels on the integrated announcement board. External Announcement Units may also require a port on an Analog Line circuit pack for remote recording capabilities. No more than four external announcements should be assigned on the TN742 ports since it can ring only four ports at a time. G3V4 and later releases allow for the installation of multiple Integrated Announcement packs (TN750C) in a system. See Ap pendix A, System Parameters for the number of board s that can be installed in each system. If music is to b e heard after an announcement, a music source and a port on a TN763 Auxiliary Trunk circuit pack (TN763D supports A-law) is required. Music sources are not provided by the system. If a CMS is to be used, CMS hardware is required. The MERLIN 731x series hybrid voice terminals are not recommended for ACD agent application because in heavy traffic conditions d isplay information may b e lost. Furthermore, display functionality is limited to only calling and called information.
Feature Descriptions 3-192Issue 3 March 1996 Automatic Callback Feature Availability Automatic Callback is available with all G3 releases. Description Allows internal users who placed a call to a busy or unanswered internal voice terminal to b e called b ack automatically when the c alled voice terminal becomes available. A single-line voice terminal user activates this feature by pressing the Re call button or flashing the switchhook and then dialing the Automatic Callback access code. Only one call can be activated at a time by a single-line user. A multiappearance voice terminal user can activate Automatic Callback for the number of Automatic Callback buttons assigned to the terminal. After placing a call to a voice terminal that is busy or that is not answered, the caller simply presses an idle Automatic Callback button and hangs up. When activated, the system monitors the called voice terminal. When the called voice terminal becomes available to receive a call, the system then originates the Automatic Callback call. A busy voice terminal becomes available when the user hangs up after comp leting the current call. An unanswered voice terminal becomes available after it is used for another call and is then hung up. When the called voice terminal b ecomes available, the system originates the Automatic Callback call and the calling party receives three-burst ringing (the number of b ursts is administrable). The calling party then lifts the handset and the called party receives the same ringing provided on the original call. The ringing at the called voice terminal occurs immediately after the calling voice terminal user lifts the handset. If the calling voice terminal user answers an Automatic Callback call, and for some reason the called extension cannot accept a new call, the calling user hears confirmation tone and then silence. The call still is queued. Considerations The maximum number of callback calls that the system can process at one is shown in Appendix A, System Parameters. An Automatic Callback request is canceled for any of the following reasons: nThe called party is not available within 30 minutes.
Automatic Callback Issue 3 March 1996 3-193 nThe calling party does not answer the callback call within the a dministered interval (two to nine ringing cycles). nThe calling party decides not to wait and presses the same Automatic Callback button a second time (multiap pearance voice terminal) or dials the Automatic Callback cancellation code (single-line voice terminal). Automatic Callback eliminates the need for voice terminal users to continually redial busy or unanswered calls to internal voice terminals. Instead, the user simply activates Automatic Callback. The system then calls the user back when the called voice terminal b ecomes available. Automatic Callback is administered to individual voice terminals by their COS and cannot b e assigned to the attendant(s). Multiappearance voice terminals must have an Automatic Callback button to activate the feature. Interactions The following features interact with the Automatic Callbackfeature. nAttendant Intrusion nAttendant Call Waiting and Call Waiting Termination If the Automatic Callback feature is activated to or from a single-line voice terminal, the Call Waiting Termination features are denied. nBrid ged Call Ap pearance Automatic Callback calls cannot originate from a brid g ed call appearance. When a call is originated from a primary extension number, the return call notification rings at all bridged call appearances. nBusy Verification nCall Coverage Automatic Callback calls do not redirect to coverage. nCall Waiting nCall Pickup A group member cannot answer a callback call for another group member. nCall Forwarding Automatic Callback cannot be activated toward a voice terminal that has Call Forwarding activated. However, if Automatic Callback was activated before the called voice terminal user activated Call Forwarding, the callback call attempt is redirected toward the forwarded-to party. nConference and Transfer
Feature Descriptions 3-194Issue 3 March 1996 nInternal Automatic Answer (IAA) Automatic Callback calls are not answered automatically via the Individual Attendant Access (IAA) feature. nDCS nRingback Queuin g An Automatic Callback button is used to activate the Ring b ack Queuing feature. nVoice Terminal Display nHold nAuto and Dial ICOM Voice terminals with the following features cannot activate the Automatic Callback feature: nHot Line Service nManual Originating Line Service nRestriction — Origination Automatic Callback cannot be activated to the following: nThe attendant console group nA voice terminal assigned Termination Restriction nA voice terminal when using Automatic Call Distribution nAn extension with Automatic Callback already activated toward it nA data terminal (or data module) nA Direct Department Calling group nA Uniform Call Distribution group nA Terminating Extension Group nA VDN Extension Administration The System Manager assigns Automatic Callback to individual voice terminals by their COS. The following items also require administration: nNo Answer Time-Out Interval (number of times the callback call rings before it is canceled). This interval is assigned on a per-system basis. nFeature A c cess Codes — For activating and deactivating Automatic Callback. nAutomatic Callback Buttons — For multia p pearance voice terminals.
Automatic Callback Issue 3 March 1996 3-195 Hardware and Software Requirements No a d ditional hardware or software is required.
Feature Descriptions 3-196Issue 3 March 1996 Automatic Circuit Assurance (ACA) Feature Availability Automatic Circuit Assurance is available with all Generic 3 releases. Description Assists users in identifying possible trunk malfunctions. The system maintains a record of the performance of individual trunks relative to short and long holding time calls. The system automatically initiates a referral call to an attendant or display-equipped voice terminal user when a p ossible failure is detected. Holding time is the elapsed time from the time a trunk is accessed to the time a trunk is released. When the Automatic Circuit Assurance (ACA) feature is enabled by the System Manager, the system measures the holding time of each call. A short holding time limit and a long holding time limit are preset by the System Manager for each trunk group. The short holding time limit can be from 0 to 160 seconds. The long holding time limit can b e from 0 to 10 hours. The measured holding time for each call is compared to the preset limits for the trunk group being used. A short holding time counter and a long holding time counter associated with each trunk g roup member are kept by the system. When the measured holding time of a call is comp ared to the preset limits, these counters are incremented or decremented as follows: nMeasured holding time less than short holding time limit — Short holding time counter is incremented. nMeasured holding time greater than short holding time limit and less than long holding time limit — Short holding time counter is decremented. nMeasured holding time greater than long holding time limit — Long holding time counter is incremented. The short holding time counter is constantly compared to a preset threshold. This threshold can be from 0 to 30 and is set by the System Manager. The threshold for the long holding time counter is always 1. Each time a counter reaches a preset threshold, two things occur as soon as the system clock reaches the next hour or the call is dropped: nIf ACA referral has been activate d by an attendant or voice terminal user, a referral call is sent by the system to a d esignated attendant console or display-equipped voice terminal. nAn entry is made in an audit trail which stores information on the occurrence.