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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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Centralized Attendant Service (CAS) Issue 3 March 1996 3-527 button is pressed while not lighted. The backup extension can be assigned a Backup button and associated status lamp to activate the feature and provide notification that b a cku p service is in effect. The status lamp remains lighted as long as backup service is in effect. If the Backup button is pressed while the status lamp is lighted, calls are not b e sent to the backup extension unless all RLTs are maintenance busy or out of service. A CAS call from a branch c an be put on Remote Hold by the CAS attendant. The branch holds the call and drops the RLT. After a time-out (same as the timed reminder for an attendant-held call), the branch automatically attempts to route the call back to the CAS attendant. It is possible for the returning call to be queued for the RLT. It is recommended that CAS attendants use Remote Hold when they have to put a call on hold. This keeps RLTs from being tied up unnecessarily. The branch in a CAS network generates call identification tones and transmits them to the CAS attendant b y way of the RLT. These tones indicate to the attendant the type of call coming from the branch or the status of a call extended to or held at the branch. The attendant hears these tones in the console handset prior to actually being connected to the caller. The tones may vary by country. nIncoming trunk call: 480 Hz (100 ms), 440 Hz (100 ms), 480 Hz (100 ms) in sequence; heard immediately after attendant lifts handset nCall from branch terminal to attendant or transferred b y branch terminal to attendant: 440 Hz (100 ms), silence (100 ms), 440 Hz (100 ms) in sequence; heard immediately after attendant lifts handset nCall extended to idle station or recall on does not answer: ringback tone for 300 ms followed by connection to normal ringing cycle nCall extended to busy terminal — automatically waiting or recall on attendant call waiting: 440 Hz (100 ms) nCall extended to busy terminal — waiting denied or not provided: busy tone nRemote hold or remote hold recall: a series of four to six cycles of 440 Hz (50 ms), silence (50 ms) nRecall on d oes not answer: 300 ms b urst of ringback, then connection to normal rin g back at any point in its cycle nRecall from a call on remote hold: a series of four to six cycles of 440 Hz for 50 ms, silence for 50 ms nRecall from a call waiting at a single-line terminal: 100 ms burst of 440 Hz The centralized attendant at the main has access, through RLTs, to all outgoing trunk facilities at the branches in a CAS network. The attendant can extend an incoming LDN call to an outgoing trunk at a branch by dialing the access code and allowing the caller to dial the rest of the number or by dialing the complete outgoing number. ARS is available to the attendant in establishing outgoing calls.
Feature Descriptions 3-528Issue 3 March 1996 Calls extended to busy single-line voice terminals at the branch wait automatically. When any waiting extended call is not answered within an administered interval, the branch switch attempts to return the call to the centralized attendant. The Call Waiting feature does not a pply to multiappearance terminal; if no a p pearances are available, busy tone is sent to the attendant, who tells the caller that the line is busy. Calls from voice terminals at the b ranch to a centralized attendant are also routed over RLTs seized by the branch switch. A branch caller reaches the attendant by dialing the attendant group access code. For G3vs/G3sV1 and G3iV1, the a c cess c o de is 0; for G3i-Global, G3rV1, G3V2, and later releases, the access code is administrable and the default is 0. The conversation b etween the branch caller and the attendant ties up the seized RLT, but calls of this typ e are usually short. Considerations CAS reduces the number of attendants required at each branch location. More efficient call handling is provided by letting one group of centralized attendants handle calls for the individual branches. For example, a chain of department stores can have a centralized attendant location at the main store. The centralized attendant can then handle calls for the individual stores. In a CAS network, DEFI NIT Y Generic 3 switches can function as branches or as the main; the main location, where the centralized attendants reside, must be a system capable of providing attendant concentration. A system can be a branch to only one main location. A network with CAS can also b e a DCS, but this association is not required. A b ranch can have a local attendant. Access to the local attendant must b e by way of an individual attendant extension. Incoming trunk calls in a CAS network may bypass local attendants but can be routed b a ck to them by the centralized attendant. The CAS branch calls are terminated on the CAS main PBX b ased on the incoming RLT trunk group day-destination or the night-service destination. A CAS call may also be answered by the Trunk Answer Any Station feature. An attendant console is not always answering/extending the incoming CAS calls. If a non-attendant answers a CAS call, the call may be extended back to the branch through use of the FLASH button on a multiappearance voice terminal or a switchhook flash on a single-line voice terminal. The b r anch reaction to Flash Signals and the branch application of tones is the same whether an attendant or non-attendant answers/extends the call. If an extended call returns to the CAS main attendant because it was unanswered, the called party at the branch is not dropped but continues to b e
Centralized Attendant Service (CAS) Issue 3 March 1996 3-529 alerted until the caller is released. This allows the attendant to talk to the caller, then extend the call again, if the caller wishes, without redialing the number. If the recall time-out occurs for an extended CAS call which has gone to Coverage and no one has answered, then the branch leaves the extended-to party ringing and drops coverage from the call. When an analog station’s call goes to coverage, the analog station is d ropped from that call. This is the exception to the branch leaving the extended-to party ringing. If the CAS main attendant extends a call to an analog station and that call goes to coverage and later returns to the CAS main attendant, this call is treate d as an incoming LDN call and the attendant must re-extend the call, if requested by the user. On an incoming CAS call to the main attendant, the “Name” field from the trunk group form for that RLT is displayed to the attendant. It is recommended that the “Name” field in the trunk form provide the attendant with CAS branch identification information. If the Music-on-Hold feature is provided in a CAS branch, it is applied to two stages of LDN calls. During the brief p eriod in which the attendant is extending a call, the caller (who is on ‘‘soft hold’’ at the branch) receives music. Music-on-Hold is also connected to callers on Remote Hold. Interactions The following features interact with the Centralized Attendant Service feature. nAttendant Control of Trunk Group Access If a local attendant has control of the outgoing RLT trunk group, when CAS is in effect, new attendant seeking calls are routed to the local attendant. nAbbreviated Dialing The main attendant may use an Ab breviated Dialing button to extend CAS calls after obtaining branch dial tone. nAttendant Auto-Manual Splitting The SPLIT lam p and button do not function on CAS main calls extended via the RLT trunk. Attendant conference does not function on CAS calls. nBusy Indicator Buttons Busy Indicators can identify incoming calls over an RLT. Busy Indicators may also b e used to dial after the attendant has started to extend the call. nCall Coverage Calls can be redirected to a centralized attendant b y Call Coverage. Calls to a CAS backup extension for backup service should not b e redirected via Send All Calls to the b ackup extension’s coverage path.
Feature Descriptions 3-530Issue 3 March 1996 nCall Forwarding Calls to a CAS extension should not be forward e d. nCall Park If a CAS Attendant parks a call and the call returns to the CAS attendant after the Call Park expiration interval, the CAS attendant hears incoming trunk call notification. nDXS an d DTGS B ut ton s DXS an d DTGS b uttons at the main attendant console can be used with CAS operation. However, when a DXS button is used to make a CAS call, it takes a few seconds before the attendant hears ring b ack tone. nDCS O peration If the RLT trunk group is administered as a DCS trunk, the following interaction a p plies: On an incoming CAS call to the attendant the DCS message is displayed instead of the name of the incoming RLT trunk group. Upon answering the c all, the attendant hears the call identification tones. Receipt of these tones indicates to the attendant that the call is a CAS call. In this situation, a ‘‘TR UNK -NA ME ’’ b utton may b e used to obtain the name of the RLT trunk group. nEmergency Access to the Attendant CAS Branch Emerg ency Access calls generated by Feature Access Code or Off-hook Alert are routed to the branch’s local attendant group. If there is no attendant in the branch PBX, the emergency call is route d to the branch’s administered Emergency Access Redirection Extension. When the branch PBX is in CAS Backup Service, the emergency calls are route d to the backup station and the call is treated as a normal call. nHunt Groups If an incoming CAS call is d irected to a hunt group, the call does not redirect to the hunt group’s coverage path. Depending on the circumstances, the attendant could get a busy tone, or it would ring until answered. nLeave Word Calling If a message is left for a user on a branch switch and the attendant on the main switch tries to retrieve the message b y using LWC message retrieval, permission is denied. nNight Service — Night Console Servic e When the CAS main enters night service, CAS calls terminate at the CAS main night service destination. Calls do not go to CAS attendants when Night Service has b een activated at the branch. Calls are routed to the local attendant night console, the LDN night station, or to the TAAS.
Centralized Attendant Service (CAS) Issue 3 March 1996 3-531 nNight Service — Trunk Answer From Any Station In a multiswitch DCS environment with CAS, the result of transferring incoming trunk calls via the Night Service Extension or the Trunk Answer From Any Station feature varies depending on the home switch of the transferred-to station, the home switch of the connected trunk, and the type of night service function chosen (Night Service Extension, Trunk Answer From Any Station, or b oth). nNon-Attendant Console Handling of CAS Calls The CAS branch calls are terminated on the CAS main PBX b ased on the incoming RLT trunk g roup d ay- destination or the night-service destination. A CAS call may also be answered by the Trunk Answer Any Station feature. Normally, a non-attendant extends a CAS call by using the Flash button. However, if the non-attendant does not have a Flash button, the call can be extended as follows: — Multiappearance voice terminal users can extend a CAS call by pressing the Conference or Transfer button and then dialing the extension of the party the call is being extended to. To comp lete the call, the user must then drop the call. To drop the extended-to party, the user must press the Conference or Transfer button again. — Single-line voice terminal users can extend a CAS call by flashing the switchhook and then dialing the extension of the p arty the call is being extend e d to. To complete the call, the user must then drop the call. To drop the extended-to party, the user must flash the switchhook again. nNon-Attendant Console Releases Call The non-attendant can drop the RLT by going on-hook, using the DISCONNECT or DROP button, or by selecting another call appearance. nNon-Attendant Console Holds Call A multifunction nonattendant may hold a CAS call by pressing the hold button. nNon-Attendant — Display Trunk Name If the nonattendant with a display presses the ‘‘TRUNK-NAME’’ button while active on a trunk call, then the PBX disp lays the “ Name” field from the trunk group form. nCDR If the CAS main RLT trunk has the CDR option selected, CDR records are generated for the incoming CAS calls. nTimed Reminder The timer value used for recalling held calls at the attendant console is a parameter that can be set on the console form.
Feature Descriptions 3-532Issue 3 March 1996 If an attendant at the main location transfers a call from a branch location to an extension at the main location, the timed reminder does not apply and the call does not return to the attendant if unanswered. If a b ranch call is unanswered, the branch timed reminder times out and the call is routed to a new RLT trunk and back to a CAS main attendant. nTrunk-Name Button The trunk-name b utton can be used when an outgoing call has been made over a trunk which has been administered to have no outgoing display. Administration CAS is administered by the System Manager. The following items require administration: nAccess to CAS (branch, main, or none) nBranch attendant individual extension number nRLT group (outgoing for branch) (incoming for main) nRLT group queue length (this must b e greater than 0) nCAS backup extension nCAS Backup buttons (used to activate/deactivate CAS Backup) nExtension permitted to put system into night service if the system has no local attendant nRecall time-out values: Held Call or Return Call Timers nRemote hold access code nTrunk-Name Button, if DCS is provid e d nFlash Button for a multia p pearance voice terminal if a nonattendant answers CAS calls Hardware and Software Requirements Requires a TN760B Tie Trunk circuit pack (TN760D supports A-law). The TN760B serves all other tie trunk applications in a d dition to CAS. As an alternative, the TN722 DS1 Tie Trunk or TN767 DS1 Interface circuit packs (TN464B/C/D support A-law) can be used for the release link trunks of the CAS network. NOTE: The TN464C and later revision DS1 Interface circuit packs provide a DSX1 interface. CAS software is required.
Class of Restriction (COR) Issue 3 March 1996 3-533 Class of Restriction (COR) Feature Availability This feature is available with all Generic 3 releases. Description Defines d ifferent classes of call origination and termination privileges. Systems may have only a single COR, one with no restrictions, or may have as many CORs as necessary to effect the desired restrictions. A COR is assigned to each of the following: nAttendant consoles (as a group) nAuthorization Cod e nACD split nCode Calling Access zone nData mo dule nDDC group nIndividual Attendant Consoles nLoudspeaker Paging Access zone nRemote Access barrier code nTerminating Extension Group nTrunk group nUCD group nVoice terminal nVDN Use of CORs can be categorized as follows: nCalling party restrictions nCalled party restrictions nVDN of Origin Announcement restrictions nForced entry of account codes nPartitioned Group Number nService Observing nPriority Queuing nTime of Day Plan Numb er
Feature Descriptions 3-534Issue 3 March 1996 nDirect Agent Calling nFacility Access Trunk Test nFully Restricted Service (G3i-Global, G3rV1, and G3vsV1/G3sV2) nRestriction Override (G3i-Global, G3rV1, and G3V2) nRestricted Call List nUnrestricted Call List nMisc ellaneous restriction groups nSelective denial of p u blic network calling through a CCSA or EPSCS network nAn ARS or AAR FRL for control of call routin g Features assignable as calling party restrictions are as follows: nOrigination Restriction nOutward Restriction nAll-Toll Restriction nTAC-Toll Restriction Features assignable as called party restrictions are as follows: nInward Restriction nManual Terminating Line Restriction nTermination Restriction nPublic Restricted (G3i-Global and G3V2) Use of CORs CORs can be used to assign a variety of restrictions to a variety of facilities. The types of restrictions which can be assigned are discussed in the following paragraphs. Calling Party and Called Party Restrictions Calling party restrictions prevent specified users from placing certain calls or accessing certain features. Features assignable as calling party restrictions are Code Restriction, Origination Restriction, Outward Restriction, and Toll Restriction. These individual features are fully described elsewhere in this chapter. A brief description is given here: nOutward Restriction — Prevents callers at specified voice terminals from accessing the Public Network Ac cess feature. Calls can be placed to other voice terminal users, to an attendant, and to tie trunks. nOrigination Restriction — Prevents callers at specified voice terminals from originating calls. Voice terminal users can, however, receive calls.
Class of Restriction (COR) Issue 3 March 1996 3-535 nTAC-Toll Restriction — Prevents callers at specified voice terminals from making trunk access calls to certain toll areas as defined on the system’s administered Toll Analysis form, unless the numb er is on an Unrestricte d Call List associated with the caller’s COR. This restriction applies to calls made using trunk access codes of CO or FX trunk groups. See the Restriction — Toll feature for more details. nAll-Toll Restriction — This restriction is identical to the TAC-Toll Restriction described above, except this restriction also applies to ARS calls. See the Restriction — Toll feature for more details. Called party restrictions prevent specified users from receiving certain calls. Features assignable as called party restrictions are Inward Restriction, Manual Terminating Line Restriction, Termination Restriction, and Public Restriction. These individual features are fully d escrib e d elsewhere in this chapter. A brief description is given here: nInward Restriction — Restricts users at specified voice terminals from receiving public network, attendant-originated, and attendant-extended calls. nManual Terminating Line Restriction — Restricts users at specified voice terminals from receiving calls other than those from an attendant. nTermination Restriction — Restricts users of specified voice terminals from receiving any calls. nPublic Restriction — Restricts users of specified voice terminals from receiving direct public network calls. Looking at the screen form used to administer CORs, the “ Calling Party Restriction” and the “ Called Party Restriction” fields are both administered as none. However, the “ Calling Party Restriction” field could be administered as any of the other previously described calling party restrictions. Likewise, the “ Called Party Restriction” field could be administered as any of the other previously described called party restrictions. Including ‘‘none’’ as a choice of restrictions, as many as 20 comb inations of calling and called party restrictions are possible. However, it is unlikely that all 20 combinations are need e d in any one situation. Therefore, only the required ones should be established. Calling and called party restrictions are the b asis for all CORs. In cases where no restrictions are needed, a single COR could be assigned with calling and called party restrictions of ‘‘none.’’ This same COR could be used for unrestricted voice terminals, trunk groups, terminating extension groups, UCD groups, DDC groups, data modules, the attendant group, and individual attendant extensions. The following are typical examples of calling and called party restrictions which may be assigned to a COR: nLong-distance calling is limited by All-Toll Restriction, but no restrictions are placed on incoming calls. — Calling party restriction=All-Toll
Feature Descriptions 3-536Issue 3 March 1996 — Called party restriction=None nA voice terminal in a storeroom should not be used for outside calling. Also, all incoming calls should be from internal callers. — Calling party restriction=Outward — Called party restriction=Inward nA voice terminal in a certain department cannot be use d for outside calling. Incoming calls must be from the attendant (assuming that d e partment cannot be dialed directly from the outside). — Calling party restriction=Outward — Inward party restriction=Manual Terminating Line nCertain voice terminals are to be included in a UCD group for answering business calls only. These terminals are not to be used individually. — Calling party restriction=Origination — Called party restriction=Termination The called party restriction is checked only at the called terminal, module, attendant c onsole, zone, or group. For exam ple, if a call redirects from one voice terminal to another, as through the Call Coverage feature, the called party restriction of the called (redirected from) voice terminal is the only one checked. Each COR is established as needed and is arbitrarily identified by a number. For example, if the COR for the storeroom is 12, the storeroom voice terminal(s) is assigned COR 12. Forced Entry of Account Codes Account Codes are used to associate calling information with s pecific projects or account numbers. This is accomplished by dialing a specific account code before making an outgoing call. Account code dialing can be optional or mandatory (forced) on a per-COR or system-wide basis. Looking at the screen used to administer CORs (the screen above) the “Forc ed Entry of Ac count Codes” field is preset as n. This means that account code dialing is optional. A y in the field would indicate that account c o de dialing is mandatory for users placing designated calls that have the CDR Forced Entry of Account Codes activated on the “Toll Analysis” form and have a COR with a y in the field assigned to that user. If this field is y and the COR is assigned to a trunk group, all c alls ma de using the TAC of that trunk group require an account code, no matter what numb er is dialed. If this field is n, account dialing is still required if the system-wide parameter is set to y on the ‘‘CDR System Parameters’’ form.