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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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Direct Department Calling (DDC) and Uniform Call Distribution (UCD) Issue 3 March 1996 3-657 Any voice terminal or individual attendant can be a member of one or more DDC and/or UCD groups. Data modules, data line circuit ports, and modems are limited to UCD groups and can be a member of one or more groups. Each member of a group also has its own unique extension numb er and can be called individually. Multi-appearance voice terminals and attendant consoles can have an assigned status lamp that identifies an incoming DDC or UCD call. However, the voice terminal or individual attendant must be i dle (not active on any call appearance) before a group call is directed to the terminal or console. Therefore, a voice terminal can receive only one DDC or UCD call at a time. A queue can be established for a DDC or UCD group. When all memb ers of the group are active, the queue allows incoming calls to await an idle terminal. When a call enters the queue, a delay announcement interval is started. This interval (0 to 99 seconds) indicates how long a call remains in queue b efore the call is connected to a recorded announcement. If Call Coverage is p rovided, the Don’t Answer Interval (one to 99 ringing cycles) may also begin when the call enters the DDC or UCD group queue. After these intervals have b egun, one of the following occurs: nIf the Coverage Don’t Answer Interval expires before the delay announcement interval expires, the call is redirected to coverage. If no coverage point is available to handle the call, the call remains in queue and may then b e connected to delay announcement. nIf the d elay announcement interval expires before the Coverage Don’t Answer Interval, the call is connected to a delay recorded announcement, if available. Once a call is connected to a delay announcement, it remains in queue until a group mem ber becomes available. If the announcement is already in use, the delay announcement interval is reset. This process (as described above) continues until the call is answered, goes to coverage, is connected to a delay announcement, or the calling party hangs up. If the d elay announcement interval is administered as 0 seconds, the incoming call automatically is connected to the announcement, if available. The result is a ‘‘forced first announcement,’’ and the call is not attempted to access a hunt group member until after the announcement is heard. Calls connected to a delay recorded announcement remain in q ueue while the announcement is heard by the caller. If the call has not been answered by the time the announcement is over, the call is connected to music (if provided) or there is silence, as long as the call remains in queue. When the call b e gins ringing a memb er of the hunt group, the calling party hears audible ringing. Music is not provided after a forced first announcement. The queue length can be set if queuing is provided. If queuing is not provided, the queue length must b e set to zero. If queuing is not provided, if the queue is full, or if all group members (voice terminals or individual attendants only) have activated the Hunt Group Busy option (discussed later), calls to a busy group receive busy tone (unless using a Central Office trunk) or redirect via the Call
Feature Descriptions 3-658Issue 3 March 1996 Coverage feature. Lamp indicators may be used to give a warning when the number of calls waiting in the queue reaches a predetermined limit (queue warning limit). The queue warning level cannot exceed the queue length. When the queue warning level is reached, the indicator lamp lights and remains lighted until the calls waiting in queue are fewer than the queue warning level. A queue warning level lamp may be provided for each DDC or UCD group queue. The lamp can be installed at any location convenient for the group. As an example of queue warning level and delay announcement o peration, assume that there is an incoming call to a DDC or UCD group with the following parameters. nQueue length is 10 calls. nQueue warning level is five calls. nRecorded announcement delay is 20 seconds. Also assume the following: nAll DDC or UCD group members are busy. nThe call is the fifth call in the queue. Since all members in the DDC or UCD group are busy, the incoming call enters the q ueue. The incoming call, being the fifth call in the queue, causes the q ueue warning level to be reached. This causes the queue warning level lamp to light. From the indicator lamp, the DDC or UCD group members know the queue warning level has been reached and try to complete their present calls. Meanwhile, the incoming call has been in the queue for 20 seconds and hears the delay recorded announcement. The caller may decide to hang up or may decide to remain in the queue. Assume the c aller remains in the queue. When a DDC or UCD group member becomes idle, the longest queued call is directed to that group member. The queue warning level lamp may or may not be lighted at that time, depending on the number of other calls that have been queued. Also, the first four calls in the queue have heard the delay announcement after being queued for 20 seconds. The queue warning level and delay announcement capabilities are independent of each other. A Coverage ICI button can be assigned to a hunt group member’s multiappearance voice terminal. The Coverage ICI button allows the user who is a memb er of more than one hunt g roup to i dentify a call that is directed to a specific hunt group. When a hunt group member receives a call that is directed to the hunt group assigned to that button, the button’s status lamp lights.
Direct Department Calling (DDC) and Uniform Call Distribution (UCD) Issue 3 March 1996 3-659 Considerations DDC and UCD are particularly useful when the answering group assigned receives a high volume of incoming calls. Call comp letion time is minimized and attendant assistance is not required. This feature can also minimize the use of DID trunks. If DDC and UCD groups are both used in the system, the number of combined groups and the numb er of voice terminals p er group are determined by the size of the system and call traffic requirements. Each system recorded announcements. Each group queue c an be assigned one of these announcements as a d elay announcement. A delay announcement can be shared among the DDC groups, UCD groups, or a combination of these groups. Delay announcements may b e either analog or d igital (integrated). Only one caller can be connected to an analog announcement at any one time. Multiple callers c an be connected to the same integrated announcement. Callers are always connected at the beginning of the announcement. More efficient use of the announcements is realized if the announcements are brief. The capability to install multiple Integrated Announcement boards is available with G3V4 and later releases. See the Recorded Announcement feature. Calls incoming on a non-DID trunk group can route to a DDC group instead of to an attendant. Calls incoming on any non-DID trunk group can have only one primary destination; therefore, the trunk group must be dedicated to the DDC group. If a delay announcement is used, answer supervision is sent to the distant office when the caller is connected to the announcement. Charging for the call, if applicable, begins when answer supervision is returned. Multi-appearance voice terminals can receive only one DDC or UCD call at a time. A voice terminal is i dle for a DDC or UCD call only if all call appearances are idle. A Hunt Group Busy option can be administered for the system. When a voice terminal user or individual attendant dials the Hunt Group Busy activation code followed by the DDC or UCD group number, or presses the Auxiliary Work button, the terminal or console appears busy to the DDC or UCD group. This effectively removes the memb er from the group until the user dials the Hunt Group Busy cancellation code or presses the button again. The Auxiliary Work button can be assigned to multiappearance voice terminals only. Calls to a busy hunt group receive a busy signal if the caller is internal or incoming on a DID, tie, or DS1 tie trunk. A Caller to a busy hunt group hears ringing if the caller is incoming on a CO trunk. The last available member of a DDC or UCD group cannot activate the Hunt Group Busy option if any calls are remaining in the queue. An attempt b y the last
Feature Descriptions 3-660Issue 3 March 1996 available group memb er to activate the Hunt Group Busy option results in the following: nNew calls to the DDC or UCD g roup either receive busy tone or redirect to coverage. nCalls already in the queue continue to route to the last available voice terminal until the queue is empty. nAt the last available voice terminal or console, the status lam p associated with the Auxiliary Work button, if provided, flashes until the queue is empty. When no more calls remain in the queue, Hunt Group Busy is activated and the status lamp , if provided, lights steadily. (The same sequence ap plies when Hunt Group Busy is dial activate d instead of button activated, except there is no status lamp.) LWC messages can be stored for a DDC or UCD group and can be retrieved by a member of the DDC or UCD group, a covering user of the group, or a systemwide message retriever. The Voice Terminal Display feature and proper authorization must be assigned to the message retriever. Also, a remote Automatic Message Waiting lamp can be assigned to a group member to provide a visual indication that a message has been stored for the group. One remote Automatic Message Waiting lamp is allowed per DDC or UCD group. The status lamp associated with this button informs the user that at least one message has been left for the group. Members of a UCD group used for d ata communications must be of the same type and serve the same function. Either data modules or analog modems can be used in a UCD group, not a mixture of the two, and the group must b e dedicated to a specific, intended use. Since any member of a data UCD group can be used on a given call, option settings must b e the same for all group members. This minimizes call setup failures because of incomp atible options between the origination data module or modem and the UCD group data module or modem selected for the call. A Data Extension button can be used to access the associated data module, even if the mo dule is in a UCD group. Individual data modules or modems can originate and receive calls. Each UCD group and each individual UCD member is assigned a COR. Misc ellaneous Restrictions, described in this chapter, can be used to prohibit selected users from accessing certain UCD groups. Either Miscellaneous Restrictions or restrictions assigned through the COR can b e used to prohibit the group members from being accessed individually. Unless such restrictions are administered, each group member can be accessed individually as well as through the group. When a hunt group is changed from ACD to non-ACD, the agent has to enter the Hunt Group Busy deactivation code in order to receive calls in that hunt group. If an Aux-Work button has b een administered for that station, then the lamp
Direct Department Calling (DDC) and Uniform Call Distribution (UCD) Issue 3 March 1996 3-661 associated with that button lights, and the button can be pressed to make the agent available for hunt group calls. Agents should not be used for hunt group calls and ACD split calls simultaneously. Oldest call waiting termination is only supported on ACD c alls, not on hunt g roup calls. Interactions The following features interact with the DDC and UCD feature. nAttendant Call Waiting An attendant can originate or extend a call to a DDC or UCD group. Attendant Call Waiting cannot b e used on such calls. However, such calls can enter the group queue, if provided. Attendant Call Waiting can be used on call to the individual hunt group members. nAutomatic Callback Automatic Callback calls cannot be activated toward a DDC or UCD group. nCall Coverage Calls can redirect to or from a DDC or UCD group. If a user has an Auxiliary Work button, and activates or deactivates Send All Calls, the Hunt Group Busy function associated with DDC or UCD is activated or deactivated simultaneously. If a user has no Auxiliary Work button, activating or deactivating Send All Calls still makes the user available or unavailable for DDC or UCD calls, but Hunt Group Busy is not activated or deactivated. The Hunt Group Busy activate or deactivate code and the DDC or UCD extension must be dialed to activate the Hunt Group Busy function. Activating or deactivating the Hunt Group Busy function does not activate or deactivate Send All Calls. For a call to a DDC or UCD group to be directed to Call Coverage, each voice terminal in the g roup must be active on at least one c all appearance and the queue, if there is one, must be full. If the queue is not full, a call enters the queue when no voice terminal is available. Queued calls remain in queue for a time interval equal to the Coverage Don’t Answer Interval b efore redirecting to coverage. If any voice terminal in the group is idle, the call d irects to that voice terminal. When a call is redirected via Call Coverage to a hunt group, the calling party does not hear a forced first announcement, if administered. In order for the redirected call to receive an announcement, the announcements must be administered as first or second delay announcements.
Feature Descriptions 3-662Issue 3 March 1996 nCall Forwarding All Calls When activated for a hunt group member, the activating voice terminal appears busy to the DDC or UCD group. When activated for the hunt group extension, calls directed to the hunt group are forwarded away from the hunt group. No announcements (other than a forced first announcement, if a dministered) associated with that hunt group are connected to the call. nData Call Setup (to or from a member of a UCD group) Voice Terminal Dialing of Data Terminal (Keyboard) Dialing can be used on calls to a UCD group. nDID If DID is provided and the DDC or UCD group extension numb er is within the range of extension numbers that can b e d ialed directly, then the group can be called the same as any voice terminal. nDCS If a call to a hunt group is forward ed to a hunt group at another DCS node, the c aller does not hear the forc ed first announcement of the forwarded-to hunt group. If a hunt group is in night service, with a hunt group at another DCS node as the night service destination, a call to the first hunt group is connected to the first forced announcement of the hunt group serving as the night service destination. nIndividual Attendant Access Individual Attendant Extensions can be assigned to DDC and UCD groups. Unlike voice terminal users, individual attendants can answer DDC and UCD calls as long as there is an idle call appearance and no other DDC or UCD call is on the console. nInternal Automatic Answer (IAA) Internal calls to a DDC or UCD group member are eligible for IAA. nMulti-Appearance Preselection and Preference All assigned call a p pearances must be i dle before a DDC or UCD group call is directed to a voice terminal. nMusic-on-Hold Access A call placed in a DDC or UCD group queue can receive a delay announcement followed by music.
Direct Department Calling (DDC) and Uniform Call Distribution (UCD) Issue 3 March 1996 3-663 nNight Service — Hunt Group When Hunt Group Night Service is activated for a hunt group and the night-service d estination is a hunt group, the caller hears the first forced announcement, if administered. The call is then redirected to the night service destination hunt group. When a member of the night service hunt group becomes available, the call goes to that member. nPriority Calling A priority call directed to a DDC or UCD group is treated the same as a nonpriority call, except that the distinctive three-burst ringing is heard. nCDR The system can b e a dministered to record the c alled number on incoming calls as the particular hunt group extension number or hunt group member extension numb er. nTerminating Extension Group A Terminating Extension Group cannot be a member of a DDC or UCD group. nVoice Terminal Display On calls d ialed directly to a DDC or UCD group extension numb er, the DDC or UCD group’s identity is d isplayed at the calling extension. Administration DDC and UCD are administered by the System Manager. The following items can be administered for each DDC or UCD group: nDelay announcement (not ap plicable for vector-controlled hunt groups) nDelay announcement interval (not applicable for vector-controlled hunt groups) nGroup extension numb er, name, and type (DDC and UCD) nCoverage Path (not ap p licable for vector-controlled hunt groups) nCOR nFour-digit security c o de nWhether or not the group is served b y a queue nQueue length (one to 200 calls for G3i, 999 for G3r) nQueue Warning Threshold (one to 200 calls for G3i, 999 for G3r) nPort Num ber assigned to queue warning level lamp nGroup Members (extension numbers) Also, the system can be administered to record (via CDR) incoming calls to a particular hunt group or hunt group member.
Feature Descriptions 3-664Issue 3 March 1996 Hardware and Software Requirements Each queue warning level lamp requires one port on a TN742, TN746B (A-law), or TN769 Analog Line circuit pack. A 21C-49 indicator lamp may be used as a queue warning level lamp. This lamp is approximately two inches in d iameter and has a clear beehive lens. The lamp operates on ringing voltage and can be mounted at a location convenient to the group. Each delay announcement requires integrated or external announcement equipment and one port on a TN742 or TN746B (A-law) Analog Line circuit pack. If music is to be heard after the delay announcement, a music source and a port on a TN763 Auxiliary Trunk circuit pack (TN763D supports A-law) is required, or an auxiliary port (for external announcement equipment). Announcement equipment and music sources are not provided by the system. No a d ditional software is required. However, if a hunt group is to be vector controlled, Call Vectoring software is required.
Direct Inward and Outward Dialing (DIOD) — International Issue 3 March 1996 3-665 Direct Inward and Outward Dialing (DIOD) — International Feature Availability This feature is available with G3i-Global, G3V2, and later releases. Description Provides a 2-way service, with both inward and outward dialing features, allowing calls from an international public exchange to be made directly to the PBX. The Dialing Inward and Outward Dialing (DIOD) feature is a combination of the Direct Inward Dialing (DID) feature and the Direct Outward Dialing (DOD) feature via a common analog or digital trunk. The Japanese version of DID, however, implies a 2-way service, with b oth inward and outward dialing features. An analog DIOD trunk has the capa bility of being used in any of the following ways: nDID trunk nCO trunk — 2-way, 1-way incoming, or 1-way outgoing CO nDIOD trunk with incoming DID operation and outgoing CO trunk capability A digital DIOD trunk has the a bility to be used with incoming DID operation and outgoing CO operation. NOTE: Two-way CO allows one-way outg oing CO calls plus one-way incoming calls via a listed directory number (LDN). The one-way incoming is not DID. Two-way DIOD allows two-way CO p lus DID. Considerations Analog DIOD requires either the TN429 (Japan) or TN2184 (Germany) circuit boards. The TN429 is an 8-port loop-start circuit pack. The TN2184 is a 4-port loop-start circ uit pack that sends addressing information for incoming and outgoing calls and detects Periodic Pulse Metering (PPM) signals for metering outgoing calls. Digital DIOD must be from a TN464D V2 (or later version) circuit board and must have a bit rate of 2.048 Mbps. NOTE: Individual countries must specify boards and configurations. Refer to each country’s ‘‘Ap plication Notes’’ for the appropriate hardware and software requirements.
Feature Descriptions 3-666Issue 3 March 1996 Interactions When the DIOD trunk is being used as a DID trunk, the following interactions apply: nThe Inward Restriction, Manual Terminating Line Restriction, and Termination Restriction features (administered by the COR) prevent receiving DID calls at the restricted voice terminal. nWhen a DID trunk is accessed via a LDN, the call is routed to the attendant. The attendant display indicates that the call is an LDN call. If Night Service is activated, DID LDN calls route to a designated DID LDN night extension. nIf an incoming DID call is forwarded to another extension and answered by the forwarded-to extension, any other calls to the same DID extension within the next 30 seconds receive busy tone. When the DIOD trunk is being used as a DOD trunk, the calling party restrictions (assigned by the COR) prevent placing DOD calls from the restricted voice terminal. Administration The System Manager must administer a “ DIOD Trunk Grou p” form. Hardware and Software Requirements No a d ditional software is required. Requires one of the following circuit packs: nTN429 analog (Japan) nTN2184 analog with PPM detection (Germany) nTN464 for digital trunks with PPM. Refer to the Application Notes in Appendix D of the DEFI NIT Y Com munications System Generic 3 Version 4 Implementation , 555-230-6555, manual for the minimum suffix and/or vintage needs for each country. NOTE: The TN767 and the TN464C and later revisions of the DS1 circ uit packs provide a DSX1 interface.