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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. 
    						
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