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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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Enhanced ICSU Issue 3 March 1996 3-697 Enhanced ICSU Feature Availability This feature is available with Generic 3 V3, release 3.0. The AT&T CPE Loo p back Jack equipment is not available with this release, but is planned for a future release. NOTE: It is not necessary to upgrade to release 3.0 to receive default CSU functionality from the ICSU. However, the default integrated CSU o ptions on p a ge two of the ” DS1 Circ uit Pack” form cannot be changed without release 3.0. Description The Integrated Channel Service Unit (ICSU) is the combination of an AT&T 120A CSU module and a TN464E, TN767D, or later suffix DS1 circuit pack. NOTE: The term 120A refers to the 120A1 and later suffix CSU mo dules. NOTE: The TN767 and the TN464C and later revisions of the DS1 circ uit packs provide a DSX1 interface. The DS1 circuit pack automatically initializes and tests the 120A, and detects on-line alarms. The 120A CSU in combination with the DS1 circ uit pack provides the essential functions that have historically been p rovided by external CSUs. For more information about the ICSU, see DE FI NITY Co mm unications System Generic 1, Generic 2, and Generic 3 V1 and V2 Integrated CSU Module Installation and O peration , 555-230-193. The Enhanced ICSU functionality provides for the administration and maintenance of the ICSU by local and remote personnel. It also provides for a d ditional performance measurements of a DS1 facility and for new loopback tests. Enhanced ICSU is only available for use in the USA with 1.544 Mb ps DS1 service. It requires a 120A CSU module with the TN767E, TN464F or later suffix DS1 b oard. NOTE: A CSU mo dule is not required for the Enhanced ICSU functionality for performance measurements or the on-demand long-duration loopb ac k tests. The following testing and p erformance measurement functions can be performed with Enhanced ICSU.
Feature Descriptions 3-698Issue 3 March 1996 Testing Provides for: nOn-demand short-duration loopback testing of the DS1 board and CSU Module, including board loopback, equipment loopback, and repeater loopback tests nOn-demand long-duration loop b ack testing of building wiring to the CPE Loopback Jack nOn-demand long-duration loop b ack testing to the far-end CSU nOn-demand long-duration one-way span testing to and from remote test equipment or another DEFI NI TY Com munications System nThe ability to inject bit errors in long-duration loopback test patterns The enhanced feature allows users to view long-duration loopback/span test results d uring testing. Enter the list measurements ds1 summary command to view these results on the DS-1 Link Performance Measurements Summary Report. The summary report provides loopback/span test information about: the type of test being run; the pattern being sent; whether the DS1 b oard has synchronized to the looped test pattern; the bit-error c ount; and the test d uration. It also provides performance information, d esc rib e d below. See the DE FI NITY Communications System Generic 3 Version 4 Traffic Reports , 555-230-511, for more detailed information including a sample summary report. At any time during testing, the Loopback/Span Test Bit-Error Count and Test Duration, and/or “ ESF Error Events” fields on the summary report c an b e cleared. Also, at any time during testing the loop b ack test can be terminated. Performance Measurements The following performance measurements have been a dd e d to the DS-1 Link Performance Measurements Summary Report. An N/A in any of these fields indicates that enhanced functionality is not activate d. nControlled Slip Seconds (CSS) nLoss Of Frame Count (LOFC) nThe “ Failed Seconds (FS” ) field is replaced by Unavailable/Failed Seconds (UAS/FS) nESF Error Events
Enhanced ICSU Issue 3 March 1996 3-699 The following performance measurements have been a dd e d to the DS-1 Link Performance Measurements Detailed Log Re port. An “N/A” in any of these fields indicates that enhanced functionality is not activate d. nCSS (Controlled Slip Seconds) nLOFC (Loss Of Frame Count) nThe “ FS (Failed Seconds)” field is replaced by UAS/FS (Unavailable/Failed Seconds) Performance measurement reports can be created for local, carrier-local and remote facilities. nLocal reports display user measurements. These measurements are the user copies of the local (near-end) performance measurements and can be cleared by the user. They cannot be cleared by the carrier. nCarrier-local reports disp lay network measurements. These measurements are the carrier c o pies of the local (near-end) performance measurements. They can only be cleared by the carrier. nRemote reports display remote CSU measurements. These measurements are available from the CSU at the far end of the link. They can be cleared from the near end of the link. See the DEFI NIT Y Com munications System Generic 3 Version 4 Traffic Reports, 555-230-511, for additional information. Considerations The DS1 circuit pack must b e taken out of service with the busyout b oard command before loopback/span tests can be run on-demand. Only one loop b ack/span test can be active at any one time on a DS1 facility. If the DS1 circ uit pack is currently functioning as part of a network requested loopback test, loopback/span testing will be denied. If the DS1 span is being used as the clock reference for the switch, a different reference must be selected before the DS1 span is looped. Interactions None.
Feature Descriptions 3-700Issue 3 March 1996 Administration The ICSU can be administered for connection to any DS1 service. The Enhanced ICSU is ad ministered, on the “DS1 Circuit Pac k” form, by entering the add ds1 or change ds1 command. On the “DS1 Circuit Pack” form, when the Near-End CSU Type is identified as “integrated,” additional CSU module administration options b ecome available. If the Framing Mode is “esf,” the user can administer options for the ESF Data Link. See DEFINITY Communications System Generic 3 Version 4 Implementation , 555-230-655, or DE FI NITY Communications System Generic 3 V2/V3 Implementation , 555-230-653, for more detailed instructions for administering the Enhanced ICSU. Hardware and Software Requirements Enhanced ICSU requires the use of a 120A CSU Mo dule with the TN767E, TN464F, or later suffix DS1 b oard.
Enhanced DCS (EDCS) Issue 3 March 1996 3-701 Enhanced DCS (EDCS) Feature Availability This feature is available with G3i-Global, G3V2, and later releases. EDCS is not available with G3vs/G3s ABP. Description Enhanced DCS adds features to the existing DCS cap a bilities. Ad ditional features include exchanging information to provide class of restriction checking between PBXs in the EDCS network, providing call progress information for the attendant, allowing attendant intrusion between a main and a satellite, and allowing a main PBX to provide DID/CO intercept treatment rather than the satellite PBX. Considerations If the DCS link fails, the administrator can choose to allow calls to continue without class of restriction checking or to block all DCS calls to inward-restricted stations. Enhanced DCS is not available with DCS over an ISDN-PRI D-channel. When EDCS i s used, all nodes in the DCS network must use EDCS . Interactions nClass of Restriction When a call goes to coverage, it is the called party’s (not the covering party’s) restrictions that will be used. Administration This feature is enabled with the System Parameters Feature form. Hardware and Software Requirements This feature requires the same hardware as DCS.
Feature Descriptions 3-702Issue 3 March 1996 Expert Agent Selection (EAS) Feature Availability Expert Agent Selection (EAS) is available with Generic 3 Version 2 and later releases. Purpose The EAS feature is an optional feature that allows certain EAS Skill types to b e assigned to a call typ e or Vector Directory Number (VDN). Routing incoming calls through a VDN then allows the system a dministrator to direct c alls to a gents who have the p articular agent skills required to complete the customers’ inquiry successfully. The EAS provides a method for call managers to match the needs of a caller to the skills/talents of the a gents. This arrangement ensures the best possible service to the caller. The EAS consists of the following capabilities: nCall d istribution based on Skill provides for matching the VDN Skills required to handle a particular call (based on VDN) to an agent who has at least one of the a gent Skills that the caller requires. nEAS agent capabilities are not a dministered in relation to a physical voice terminal. Instead, agents are administered in relation to their personal login IDs, each with its own assigned capabilities. EAS agents can use their login IDs to login to any voice terminal in the system. This ability is referred to as the EAS Logical Agent Capability. nDirect Agent Calling from a voice terminal allows users to call a particular agent and have the call treated as an ACD call. Identifying Caller Needs Caller needs are identified b y information p assed from the network in DNIS digits or ISDN messages, by call prompting digits or d igits entered at a VRU (voice response unit), or using ASAI in a host database lookup. A Skill num ber is assigned to each need or group of needs. For examp le, a caller may need to place a catalog order (Skill 22), ask about a bill (Skill 31), or talk with someone who sp eaks Korean to place an order (Skill 122).
Expert Agent Selection (EAS) Issue 3 March 1996 3-703 AT&T Network DNIS/ISDN Called Party The AT&T network routes the call to a number based on the type of service dialed (e.g., 800 number), the state/city the call originates in, the time of day, a percentage allocator, or comb inations of these. Information on the type of service dialed and the origin of the call is used to determine the needs of the caller. Call Prompting/VRU Digits The call prompting/VRU digits are entered in response to any question about callers’ needs. For exam ple, a hotline for a product may request that a product code be entered, or a travel service may request a two-digit state c o de to indicate the state the caller is interested in traveling to. ASAI Host Database Lookup The ASAI host database lookup uses DNIS and ANI (calling party’s number) to determine what skills are required or even the agent desired. For examp le, the database may show that the caller speaks Spanish or that the caller has been working with Agent 1367. Routing Digits Routing d igits received by the switch from DNIS, ISDN, prom pting, a VRU, or ASAI routing are typically assigned a VDN. A VDN is an extension number that points to a vector routing table. Each VDN can have up to three skill preferences (skill numbers) corresponding to the callers’ needs. Agents Skills Agents are trained or hired based on meeting the callers’ needs. Agents are assigned Skill numb ers b ased on training or knowledge, access to systems or information, language (multi-lingual skills), interp ersonal skills, etc. Agents are assigned up to four skills or sets of skills. Examp les of agents’ skills are: speaks Spanish, knows a bout widget X, can handle complaint calls, knows about insurance laws for New York, or has access to a database. If a single caller speaks with an agent who has multiple skills (e.g., speaks Spanish and has access to the billing system, or knows about wid get X and can handle complaint calls), then a single skill group is created for each set of skills. EAS Application Assume a call makes reservations for a chain of resorts. Callers have historically said that they prefer to talk to someone who personally visited the resort. The company also determines it is easier to sell a dditional sightseeing packages if the agent has a regional accent.
Feature Descriptions 3-704Issue 3 March 1996 The resort company places a variety of ads in magazines for information on a particular resort or a state. Callers responding to these ads dial a number that directly routes them to a VDN for that state’s resorts. Callers also dials a g eneral number for the resort chain. A vector prompts the callers to enter a two-digit state code for the state they wish to visit. If the caller dials the general numb er and enters the Texas state code, the VRU returns routing d igits 3222 (a VDN) to the vector. Callers who respond to an ad for a Texas resort are directly route d to VDN 3222. Table 3-56 shows the skill preferences assigned to Texas VDN 3222. Each state resort has a VDN and a set of skill preferences. When callers make a reservation at a resort they are given a call-back number. When someone dials the call-back number, call prompting requests the reservation number and passes this to the host in an ASAI a djunct routing request. The host d oes a data base lookup for the agent who made the reservation and the resort corresponding to the reservation. If the agent is currently logged in, the vector routes the call to the a gent, or else the vector routes the call to the state’s VDN for the resort. When the call is delivered to an agent, the current reservation is automatically displayed at the agent’s data terminal. This provides quicker and more personal service. Writing Vectors The VDN routes the call to a vector. The steps in the vector determine how the call is processed. In the following application, Vectors 1 and 3 are written in the same way traditional vectors are written. A single VDN for each of these two vectors is used for all states. A single VDN for each state is assigned to Vector 2. The call q ueues to the first VDN skill preference at the beginning of vector 2. After allowing some time for the best-matched agents to answer, the call queues to the second VDN skill preference. Later the call queues to the third preference as shown in Figure 3-15. Table 3-56. Skill Preferences Texas VDN 3222 - Skill Preferences 1st: 30 Ag ent who has Texas accent and has b een to resorts in Texas 2nd: 31 Ag ent who has been to resorts in Texas 3rd: 100 Any agent who can take a reservation
Expert Agent Selection (EAS) Issue 3 March 1996 3-705 Figure 3-15. Writing Vectors Example EAS Agent Operations In an EAS environment, the DEFI NI TY C o mmunications System treats agent login IDs as extension numb ers. Therefore, the switch treats agents based on their individual login IDs. Agents are no longer associated with a particular voice terminal. Agents can use any voice terminal and multiple agents can use the same terminal on different shifts. Agent login IDs are assigned up to four skills and each skill is assigned primary or secondary rank. With EAS, agents can be given preferences in the type of calls they handle. In the EAS application example, all agents have Skill 100 as a secondary skill. Agents with a Texas accent who have been to the Texas resorts and New Mexico resorts would have Skill 30 as a primary skill and Skills 71 and ISDN/DNIS general numberVDN 3111 Skill pref 1: none Skill pref 2: Skill pref 3:Vector 1: 1. wait-time 0 secs hearing ringback 2. converse-on skill 20 pri m passing vdn and none 3. collect 4 digits after announcement 3673 4. route-to digits with coverage nVRU NM=3244 ... TX=3222 ISDN/DNIS ad response Internal call transfer Internal call transferVDN 3222 Texas Skill pref 1: 30 Skill pref 2: 31 Skill pref 3: 130 VDN 3244 NM Skill pref 1: 70 Skill pref 2: 71 Skill pref 3: 130 VDN 3333 Skill pref 1: none Skill pref 2: Skill pref 3:Vector 2: 1. queue-to main skill 1st pri m 2. wait-time 5 secs hearing ringback 3. check-backup skill 2nd pri m if calls-queued < 15 4. announcement 3674 5. check-backup skill 3rd pri m if oldest-call-wait < 10 6. wait-time 5 secs hearing music Vector 3: 1. adjunct routing link 1632 2. wait-time 10 secs hearing ringback 3. route-to number 3111 with cov n if unconditionally ISDN/DNIS ad response ISDN/DNIS call backSkill 30 Skill 31 Skill 100 Skill ... ASAIT/R Host Database Lookup- Adjunct Routing Application state VDN= Texas 3222 ... New Mexico 3244 No reservation Go prompt for stateAgent or states VDN if agent unstaffed
Feature Descriptions 3-706Issue 3 March 1996 100 as secondary skills. When no calls are waiting for Skill 30 for a p articular agent, that agent receives a call for Skill 71 or 100. Agents use a single set of agent work mode buttons for all their skills. Work mode buttons no longer have particular splits (or skills) assigned to them. This provides much greater flexibility in that any voice terminal with work mode buttons can be used by any agent. Also this requires fewer work mo de buttons and simplifies the agent operation. Physical aspects of the voice terminal, such as the set type and button layout, are associated with the voice terminal and not the Login ID. This allows agents to use any voice terminal with the b uttons as are labeled on that set. In a ddition to skills, the following capabilities are now associated with agents’ login IDs. nCalls - calls to the Login ID reach the agent independent of the voice terminal the agent is currently using. These can be Direct Agent calls (calls to a particular agent treated as an ACD call). nName - calls to the Login ID display the name associated with the Login ID and not the name associated with the voice terminal. This is also true for calls made from a voice terminal with an a gent logg ed in. nCoverage - when the agent is logg e d out, or when calls go to coverage because the agent is busy or does not answer, calls to the Login ID go to the coverage path associated with the agent and not the voice terminal. nRestrictions - calls to the Login ID or from the agent use the restrictions associated with the a gent and not the voice terminal. Voice terminals are fully functional when an agent is not logged in. The restrictions, coverage, and name revert to the voice terminal administration when the agent logs out. Other Login ID Applications Anytime persons share a voice terminal, for example when working shifts or job sharing, each person can have their own extension and have their calls go to their coverage mailbox when they are lo g ged out. Also when persons use multiple phones, because they have multiple offices or rotate desks (such as guards), using login IDs allows these persons to be reached independent their desk location.