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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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Busy Verification of Terminals and Trunks Issue 3 March 1996 3-307 Busy Verification of Terminals and Trunks Feature Availability Busy Verification of Terminals and Trunks is available with all Generic 3 releases. Description Allows attendants and specified multiappearance voice terminal users to make test calls to trunks, voice terminals, and hunt DDC and UCD groups. These test calls check the status of an apparently busy resource. Busy verification of voice terminal extensions, hunt group extensions, and trunks can be done by either multiappearance voice terminal users or attendants or station user. Feature activation is via a Busy Verify button. An attendant, station user or multiappearance voice terminal user can activate Busy Verification of Terminals and Trunks b y pressing the Busy Verify b utton. The attendant or station user then dials an extension number if a voice terminal or hunt group is to be verified. If a trunk is to be verified, the attendant dials a trunk access code, followed by a two-digit number (leading 0s may be required) to specify which member of the trunk group is to be verified. After an attendant or multiappearance voice terminal user has activated Busy Verification of Terminals and Trunks, the system checks the validity of the entered extension number or trunk access code and member number. If the entered number is not a voice terminal extension number, a DDC/ UCD group extension number, an ACD sp lit number, or a trunk access code with a valid member number, the verification attempt is denied. NOTE: For G3vs/G3s and G3i, the memb er number is a two-d igit number; for G3r, the member number is a three-digit number. If an attendant activates Busy Verification of Terminals and Trunks for a valid voice terminal extension number, the system initiates a priority call to that extension. One of the following then occurs: nVoice terminal is idle. Priority ringing is heard at the voice terminal and the voice terminal is successfully verified. The call proceeds as a normal attendant-originated call. nVoice terminal is active on a call.
Feature Descriptions 3-308Issue 3 March 1996 The system first searches for an idle call appearance on the voice terminal. If one is found, that call ap p earance is rung. If an idle call appearance cannot be found, or if the voice terminal is a single-line voice terminal, the attendant bridges onto the active call. All parties on the active call receive a warning tone (two-second burst of 440 Hz tone) to let them know that the attendant is bridging onto the call. A half-second burst of warning tone is repeated every 15 seconds, as long as the attendant is bridged onto the call. NOTE: If a country requires a different tone than 440 Hz, the attendant should use the intrusion feature rather than b usy verification to make these test calls. nVoice terminal is out of service. Busy verification is denied and the attendant receives reorder tone. If an attendant activates Busy Verification of Terminals and Trunks for a valid ACD split, UCD g roup, or DDC group, the system initiates a priority call to that group. One of the following then occurs: nAt least one group member is available for incoming calls. The call rings the available group memb er and is treated as a priority call from an attendant to the group. nAll group members have activated the Make Busy function. Busy verification is denied and the attendant receives reorder tone. nNot all group members have activated Make Busy, b ut no group members are available for incoming calls. The call is not queued, even if a q ueue is available. Busy verification is denied. If an attendant or a multiappearance voice terminal user activates Busy Verification of Terminals and Trunks for a valid trunk, the system checks the status of that trunk. One of the following then occurs: nThe trunk is idle. If the trunk is an outgoing trunk, the originator of the busy verification receives a dial tone and can make a call on that trunk to verify that it is in working order. If the trunk is an incoming trunk, the originator of the busy verification receives a confirmation tone as an indication that the trunk is available for use. nThe trunk is busy with an active call.
Busy Verification of Terminals and Trunks Issue 3 March 1996 3-309 The originator of the b usy verification is bridged onto the active call. All parties on the active call receive a warning tone (two-second burst of 440 Hz tone) to let them know that the originator of the busy verification is bridging onto the call. A half-second burst of warning tone repeats every 15 seconds, as long as the busy verification originator remains on the call. nThe trunk is out of service. The busy verification is denied. The attendant receives reorder tone. If busy verification is denied for any other reason, intercept tone or reorder tone is returned to the user. Considerations Busy Verification of Terminals and Trunks provides attendants with an easy method of checking the condition of certain extensions and trunks. An attendant or multifunction voice terminal can distinguish between a voice terminal that is truly b usy and one that only appears busy because of some trouble condition. Attendants or multifunction voice terminal users can also use the feature to quickly identify faulty trunks. As a result, better communications service is provided and faulty trunks can be corrected more quickly. A busy verification can be performed on the following: nVoice terminal extensions nUCD and DDC hunt group extensions nMembers of the following types of trunk groups: — DID —CO —FX —WATS — A PLT — Tie — Remote Access —RLT The bridging capability associated with Busy Verification of Terminals and Trunks is not provided on verification attempts to UCD and DDC groups or RLTs. Outgoing test calls cannot be made on DID trunks. Busy verification may be activated for a phantom extension that is ‘‘administered without hard ware.’’ In this case, an ‘‘Out of Service’’ indication is provided.
Feature Descriptions 3-310Issue 3 March 1996 Interactions The following features interact with the Busy Verification of Terminals and Trunks feature. nAutomatic Callback Once the called party in an Automatic Callback call hangs up, neither extension number can be busy verified until both the calling and called parties are connected or the callback attempt is canceled (b y the activating party or by time-out of the callback interval). nCall Coverage Since the b usy verification call to an extension numb er is originated as a priority call, the call does not go to coverage. nCall Forwarding A busy verification made to an extension with call forwarding activated, does not busy verify the forwarded-to extension. Only the called extension is busy verified. nCall Waiting Termination A busy verification cannot be made to an extension which is waiting to be answered at another extension. nConference — Attendant and Terminal If a conference call involves six parties, b usy verification on any extension number in the conference is denied. If the numb er of parties in the conference is five or less, a busy verification can be performed on any of the associated extension numbers. Busy Verification of a trunk that is b usy on a 6-party call is also denied. nData Privacy Busy verification is denied if it results in a bridging attempt on a voice terminal which has activated Data Privacy. nData Restriction If Data Restriction is active on a call, and a busy verification brid g ing attempt is made on that call, the busy verification is denied. nHold A busy verification of a multiappearance voice terminal is denied if all call appearances have calls on hold. nIndividual Attendant Access An attendant cannot make a busy verification of another individual attendant console or of the attendant group.
Busy Verification of Terminals and Trunks Issue 3 March 1996 3-311 nLoudspeaker Paging Access If the voice terminal or trunk to be verified is connected to paging equipment, the verification attempt is denied. nVoice Terminal Origination Restriction A voice terminal that is origination restricted can be assigned a Busy Verify button. However, the button cannot be used. nVoice Terminal Termination Restriction Voice terminals that are termination restricted cannot be busy verified. nTransfer Once the originator of the busy verification has bridged onto a call, any attempt to transfer the call is d enied until the Busy Verification originator drops from the call. Administration Busy Verification of Terminals and Trunks is a dministered on a p er-voice terminal or p er-console b asis b y the System Manager. The only administration required is the assignment of a Busy Verify button to the desired attendant consoles and multiappearance voice terminals. Hardware and Software Requirements No a d ditional hardware or software is required.
Feature Descriptions 3-312Issue 3 March 1996 3 Call Coverage Feature Availability Call Coverage is available with all Generic 3 releases. However, for G3vs/G3s ABP, Linked Call Coverage Paths are only available with the Voice Mail Application Software Option p ackage, which is available when you purchase an AT&T voice processing adjunct (AUDIX, AUDIX Voice Power, AUDIX Voice Power Lodging, DEFINITY AUDIX). Linke d Call Coverage Paths are always included with all other releases. Description Provides automatic redirection of certain calls to alternate answering positions in a Call Coverage path. Call Coverage Path A Call Coverage path is a list of one, two, or three alternate answering positions (covering users) that are accessed, in sequence, when the called individual or group (principal) is not available to answer the call. Any of the following can be assigned a c all c overage path and are thus eligible to have their calls redirected to coverage. nVoice terminal nUCD group nDDC group nTEG nPCOL group nACD split The System Manager establishes the coverage paths and sets the redirection criteria at the time the system is imp lemented. These paths and criteria can be changed at later dates. If a coverage path is not assigned to a particular facility, calls are not redirected from that facility, unless another feature such as Call Forwarding All Calls is assigned. A coverage path can include any of the following: nVoice terminal nAttendant group nUCD group nDDC group nACD split
Call Coverage Issue 3 March 1996 3-313 nCoverage Answer group, which is a group of up to eight voice terminals specifically established to answer redirected calls. All group members are rung simultaneously. Any group member can answer the call. nAUDIX Multiple Coverage Paths A principal can be assigned multiple coverage paths. Each extension is assigned a coverage path. That coverage path, in turn, can be linked to up to three other coverage paths. This makes a total of four coverage paths that can be assigned to each extension and so on. If a call does not meet any of the redirection criteria in the first coverage path, the call then goes to the next coverage path. Redirection Criteria The redirection criteria determine the conditions under which a call redirects from the p rincipal (called) extension numb er to the first position in the coverage path. The criteria and conditions that a p ply are as follows: nActive Redirects call-to-call coverage immediately when the principal is active on at least one call appearance. For a voice terminal with only one appearance or a single-line extension, the Busy criterion (discussed below) should be assigned instead of the Active criterion. nBusy Redirects calls to coverage when all available call appearances at the principal extension are in use. For multiap p earance voice terminals, one call appearance is reserved for outgoing calls or incoming priority calls (discussed later). The remaining assigned call appearances are available for other incoming calls. An incoming call (other than a priority call) redirects to coverage only when all of these unreserved call appearances are in use. If at least one unreserved call appearance is idle at the principal extension, the call remains at that idle appearance. A Terminating Extension Group (TEG) is considered busy if any voice terminal in the group is active on a call. For a UCD or DDC group, each voice terminal in the group must be active on at least one call appearance in order for the call to be redirected to coverage. If any voice terminal in the group is idle (not active on any call appearance) the call d irects to that voice terminal. If no voice terminal is available, the call can queue if queuing is provided. If queuing is not provided or if the queue is full, the call routes to coverage. Queued calls remain in queue for a time interval equal to the Don’t Answer Interval (discussed next).
Feature Descriptions 3-314Issue 3 March 1996 nDon’t Answer Redirects calls to coverage if unanswered during the assigned Don’t Answer Interval (1 to 99 ringing cycles). A call rings for the assigned Don’t Answer Interval and then redirect to coverage. nCover All Calls Redirects all incoming calls to coverage. This criterion has precedence over any other criterion previously assigned. nSend All Calls/Go To Cover Allows users to activate Send All Calls or Go To Cover as an overriding coverage criteria. This redirection criteria must b e assigned before a user can activate the Send All Calls or Go To Cover features (discussed later). nNo Coverage Occurs when none of the above criteria have b een assigned. Calls are only redirected to coverage when the principal has activated Send All Calls or the caller has activated Go to Cover. Both of these overriding criteria are discussed later. Redirection criteria can be assigned in combinations; Active/Don’t Answer and Busy/Don’t Answer can be useful. Other combinations are not p ossible or d o not provide any useful function. For exam ple, Ac tive/Busy does not accomplish anything. A busy voice terminal is always active. Redirection criteria is assigned separately for internal and external calls. Thus, Busy/Don’t Answer can be assigned for internal calls and Active can be assigned for external c alls. Similarly, Busy/Don’t Answer could apply for external calls and No Coverage could apply for internal calls. In the latter case, internal calls remain directed to the called terminal or group. Certain overriding criteria are possible. These criteria, of course, are checked before the redirection criteria are checked. The overriding criteria are: nGo to Cover Allows users, when making a call to another internal extension, to send the call d irectly to coverage. This is optionally assigned to a button on a voice terminal and is activated by the internal calling party. Use of Go to Cover is discussed later. nSend All Calls Allows principals to temporarily direct all incoming calls to coverage regardless of the assigned redirection criteria. For example, if the redirection criteria are a dministered so that no calls redirect, all incoming calls terminate at the principal’s voice terminal unless Send All Calls is activated. Also, activating Send All Calls allows covering users to temp orarily remove their voice terminals from the coverage path.
Call Coverage Issue 3 March 1996 3-315 Send All Calls is activated by pressing the Send All Calls button or by dialing the Send All Calls access code. The option is deactivated by pressing the button a second time or by dialing the deactivate code. If a user is not assigned a coverage path with Send All Calls or Cover All Calls redirection criteria, that user cannot activate Send All Calls. An activation attempt under this condition is denied for b oth button and dial access. Send All Calls is similar to Cover All Calls, discussed previously. However, Cover All Calls is set by the System Manager and would be used for screening the principal’s call. The principal may or may not be rung on an incoming call, depending on how this function is assigned. Send All Calls is c ontrolled by the p rincipal and is normally used when the principal is away temp orarily. TEG calls are not affecte d by the activation of Send All Calls. If a user has activated Send All Calls and only has one coverage point, and receives a call from that coverage point, the call rings silently at the user’s voice terminal, because the coverage point is already on the call. nSend Term This is the same function as Send All Calls, except Send Term is for a TEG. Since a TEG c annot b e in a coverage p ath, this function only a p plies to a directly called TEG. nCall Forwarding All Calls Call Forwarding provides a temporary override of the redirection criteria. The call attempts to complete to the forwarded-to extension number before redirecting to coverage. If the principal’s redirection criteria are met at the forwarded-to extension, then the call is redirected to the principal’s coverage path. All calls extended by the attendant are treated as external. Call Coverage provides redirection of calls from the called principal or group to alternate answering p ositions when certain criteria are met. Yet the call is intended for the c alled principal or group. Certain p rovisions allow calls to direct to and/or be answered by the principal even though the redirection or overriding criteria are met. These provisions are: nIf no answering positions are available in the Coverage Path, the call rings the called voice terminal, if p ossible; otherwise, the calling party receives busy tone. This applies even if the Cover All Calls redirection criterion or the Send All Calls overriding criterion is active. nSimilarly, calls directed to a UCD or DDC group are queued, if queuing is available, when no group members are available to answer the call. The call remains in queue for a time interval equivalent to the Don’t Answer Interval b efore routing according to the Coverage Path. If no p oints on the
Feature Descriptions 3-316Issue 3 March 1996 path are available, the call remains in queue. The worst case is when group queuing and the coverage points are b oth unavailable. In this case, the caller receives busy tone. nIf the redirection criterion is Active or Cover All Calls, a called principal can receive a redirection notification signal (a short burst of ringing) when the call routes to coverage. (Redirection Notification is optional on a per-terminal basis.) Note that in the Active, Cover All Calls, and Don’t Answer cases, the principal could answer the call. Busy means no call appearances are available to answer the call. Redirected calls maintain an appearance on the called voice terminal, if possible. The call appearance status lamp flashes to indicate an incoming call before the call redirects. When the c all d oes redirect, the status lamp lights steadily. The user can answer the call by pressing the call appearance button. If the call has already b een answered, the principal is b rid ged onto the call. This provision is called Temporary Bridged Appearance. nPriority Calling, Dial Intercom, and Automatic Intercom Calls always route directly to the principal’s voice terminal until the calling party activates Go to Cover. These calls take precedence over the redirection criteria and can seize the call ap p earance normally reserved for outgoing calls, if no other call appearances are available. An internal calling party is informed that a call is redirecting to coverage by a single, short burst of ringing, called a Call Coverage tone. This tone is followed by an optional period of silence, called a Caller Re s ponse Interval. This interval allows the calling party time to decide what to do: hang up or activate Leave Word Calling, Automatic Callback, or Go to Cover. Activating Go to Cover cancels the remaining interval. Covering User Options For specific Call Coverage needs, the following options are available to voice terminal users: nConsult Allows the covering user, by first pressing the or Transfer button and then the Consult b utton, to call the principal (called party) for private consultation. These two actions place the calling party on hold and establish a connection between the principal and the covering user. If the principal wishes, the covering user can comp lete the conference and add the calling party to the conversation. Similarly, the call can be transferred to the principal. Consult calls use the Temporary Bridged Appearance maintained on the call, if there is one. If not, the Consult call seizes any idle call appearance. If there is no idle call appearance, the Consult c all is denied. nCoverage Callback Allows a covering user, by pressing the Cover Callback button, to leave a message for the principal to call the calling party. The Coverage Callback feature uses Implied Principal Ad dressing to infer b oth extension numbers