Home
>
ATT
>
Communications System
>
ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
Have a look at the manual ATT DEFINITY Communications System Generic 3 Instructions Manual online for free. It’s possible to download the document as PDF or print. UserManuals.tech offer 164 ATT manuals and user’s guides for free. Share the user manual or guide on Facebook, Twitter or Google+.
Expert Agent Selection (EAS) Issue 3 March 1996 3-717 nCall Pickup Skill hunt group extensions and EAS Login ID extensions cannot be members of a call pickup group. nCall Vectorin g The ‘‘goto vector’’ command carries the current VDN’s VDN Skills to the new vector. ‘‘route-to’’ vector which routes a call to another VDN uses the VDN Skills of the new VDN if VDN override is set on the current VDN. If VDN override is not set, the ‘‘original’’ Skills are used after a ‘‘Route to Vector’’ step to a VDN is executed. ‘‘Route-to’’ vector command with an EAS Login ID as the route to destination is treated as a Direct Ag ent call if the VDN and agent have the COR and the ‘‘Direct Ag ent’’ field is set to ‘‘y’’. The same vector can be used for many VDNs since the vector specifies the algorithm for c all delivery, and the VDNs sup p ly the Skills to use when selecting an agent. In the same way as for vector-controlled sp lits, a “queue-to main” “check-backup vector” command step associated with a skill hunt group is skip ped and the next step is processed if any of the following conditions are true (where the term ‘‘Skill’’ a p plies to b oth a VDN Skill and an A gent Skill): — The Skill hunt group queue associated with the desired ‘‘Skill’’ is full — The Skill hunt group associated with the d esired ‘‘Skill’’ is not vector-controlled — The call is already queued to the Skill hunt group at the specified priority level — The call has already queued to three different Skill hunt groups — The Skill hunt group associated with a desired ‘‘Skill’’ has no queue administered for it, and no agents are available in that Skill hunt group — A certain VDN Skill level (for example, 1st, 2nd, 3rd ) is specified in the vector command, and no VDN Skill is administered for that level nClass of Restriction Skill hunt groups d o have a class of restriction. This is used if the Skill hunt group extension is called directly. The COR for an EAS a gent Login ID overrides the physical extension’s COR of the voice terminal an EAS agent logs into. nClass of Service EAS agents d o not have a COS associated with their Login ID. Therefore, the COS of the voice terminal is not affected when an EAS agent logs into that terminal.
Feature Descriptions 3-718Issue 3 March 1996 nDirect Agent Calling If a called EAS Ag ent Login ID and the call originator (extension or trunk) both have a COR that allows Direct Agent calls, the call to the Login ID is treate d as a Direct Agent call. Calls to the voice terminal extension where an EAS agent is logged in are treated as personal (non-ACD) calls. nDisplays - Voice Terminal When an EAS a gent logs in, the display for originators who call the Login ID shows the Login ID and agent name (as administered via the Ag ent Login ID form). Calls that the agent originates show the Ag ent Login ID and agent name at the receiving terminal’s display. However, with G3V4 and later releases, the user can display the name of the p hysical terminal where the EAS agent is logged in. The user must be active on a call with the agent, and must have a terminal with an alphanumeric display and an inspect button. When the inspect b utton is pressed during a call to or from the EAS agent, the physical terminal name of the agent is displayed. Calls to the physical extension show the physical extension’s number and name on the originator’s display. nLook Ahead Interflow Skills are not sent to another ACD/PBX when a call interflows using Look Ahead Interflow. If Skills have the same meaning on both ACDs, then a Look Ahead Interflow command to a VDN with the same Skills assigned can provide a mapping of the Skills. nMultiple Split Queuin g When EAS is enabled, the Multiple Split Queuing feature is referred to Multiple Skill Queuing, which has the same functionality. nQueue Status Indications Physical extensions can be administered with Queue Status Indicator buttons and lamps for Skill hunt groups which operate in the same manner as split Queue Status Indicators for traditional ACD splits. Queue Status Indicators can be administered for all Skills needed by agents using that physical extension, given that enough buttons are available. nService Observing The Service Observing feature is activated in the EAS environment by dialing the physical extension of the terminal where a EAS agent is logged in, not the Login ID of an agent. nVDN Override If VDN override is set on the ‘‘original’’ VDN, then the VDN Skills of the new VDN are used. If VDN override is not set, then the VDN Skills of the ‘‘original’’ VDN are used.
Expert Agent Selection (EAS) Issue 3 March 1996 3-719 Administration EAS is an optional feature. EAS is also a feature-related parameter that must be enabled. Once EAS is optioned, most of the EAS related a dministration can be done prior to enabling the feature. EAS requires that “ Call Vectoring” and “ ACD System Parameter/Customer-Options” fields be set to ‘‘y.’’ System Parameters A new system p arameter indicates the minimum number of d igits required for the agents’ password. Valid entry are 0 through 9. Also, the system parameter for ‘‘Automatic Call Distribution (ACD) Log-in Identification Length’’ is removed when EAS is enabled. These parameters appear on Page 4 of the Feature-Related Parameters form. Logical Agent EAS agent Login IDs are a dministered as part of the station numbering plan and are administered using the Agent Login ID form as extensions without hardware. In a ddition, the following is administered for EAS nLogin ID nName nCOR nCoverage path nSecurity code (for AP demand printer) nAuto-avail split and AUDIX information nPassword (this field is not visible) nISDN Caller Display nUp to four Ag ent Skills If the maximum numb er of agents are already administered as internally measured, or the maximum number of agents are already administered, then an error is given. If the extension corresponding to the Login ID has already been assigned, an error is displayed. If the password is fewer digits than the system parameter or contains non-numeric characters, then an error message is displayed. Station Administration On the Station form with the EAS featured optioned, when a work-mo de button is selected, no ‘‘Gp’’ information can be entered. The assist and queue status buttons require that ‘‘Group’’ be entered.
Feature Descriptions 3-720Issue 3 March 1996 VDN Administration The VDN Skill preferences for handling a particular call type is administered on a per-VDN basis. Up to three VDN Skills can be administered for each VDN. The first, second, and third VDN Skills can be considered as the primary, secondary, and tertiary Skills resp ectively required for handling the call. All of the VDN Skills on the VDN form are optional. For example, only the first and third, or only the second and third VDN Skills might be assigned. Also, for example, if a vector encounters ‘‘Queue-To-Main-Skill 2nd’’ command, and no second VDN Skill is administered to the VDN, the step is skipped. Vector Administration Vector commands “queue-to main split” and “check-backup split” are changed to Queue-to-Main-Skill and Check-Backup-Skill when the EAS o ption is set to ‘‘y’’. These two queuing vector commands allow q ueuing the caller using the VDN Skills by administering ‘‘1st,’’‘‘2nd,’’ or ‘‘3rd’’ in the “Skill Number” field. These two queuing vector commands also allow a specific Skill num ber (1 through 255) to be entered in the “Skill Numb er” field . Also, the “check-backup skill” step supports all of the existing conditional checking (for example, available agents, staffed agents, oldest call, number of queued calls) for a Skill Hunt Group. Also the conditional checks for ‘‘goto’’ and the ‘‘messaging’’ command use the term ‘‘Skill’’ instead of split and allow entering values first, second, or third as well as the specific Skill numb er. Hardware and Software Requirements No new or changed hardware is required for the Expert Ag ent Selection (EAS) feature. This feature requires the a p propriate call center package, but places no limitations on the type of voice terminals that can be used.
Extended Trunk Access Issue 3 March 1996 3-721 Extended Trunk Access Feature Availability This feature is available with Generic 3rV1 and all Generic V2 and later releases. Description Extended Trunk Access (ETA) is a software feature that provides a mechanism for routing c alls that are not defined either in the first or second digit tables or the feature/trunk access c o de ta bles. This feature makes use of an ETA routing pattern and/or an ETA node number for determining how to route an unidentified call. Using ETA allows the user to fully use the capabilities inherent in the Automatic Alternate Routing (AAR) and Uniform Dial Plan (UDP) features. Historically, ETA has been used by satellite switches to access stations, trunks, and features at the main switch. ETA frees the satellite switch administrator from having to enumerate the entire dial plan for the main/satellite comp lex. Considerations The user of ETA is usually unaware that it is being used because the feature is transparent to end users. To use ETA, a user dials a sequence of digits that are unadministered in the station, trunk, or feature access code dial plans, but may be successfully directed to an extension, trunk, or feature on the remote switch. This results in the local switch sending the digits to the remote switch that provides the appropriate audible signals a user would expect, such as the ringing of the calling party’s voice terminal. Capacity Requirements and Constraints The purpose of the ETA Call-Screening Table is to allow a set of digit strings to be i dentified that should not be routed via ETA. For example, if the system administrator notices that a digit string was misd ialed repeatedly and as a result was routed via ETA to a remote switch that returned intercept treatment, then that digit string would be a c andidate for entry into the ETA call-screening table. Entry into this table would have the effect of returning intercept treatment to the caller without first attempting to route the d i gits to the remote switch for interpretation via ETA. The maximum length of the ETA Call-Screening table is 10, each with a maximum length of seven digits with values ranging from one to 640 and/or special wildcard characters. The ETA routing pattern is a three-digit string. There is only one ETA routing p attern per switch. The ETA node numb er is a three-digit string with values ranging from one to 999. There is only one ETA node number per switch. The imp a ct of the ETA feature on the performance of the switch as a
Feature Descriptions 3-722Issue 3 March 1996 whole is negligible because the extra processing needed by the feature is negligible. The difference between normal call routing and ETA call routing is that extra processing is necessary at the point where the intercept treatment would have normally been applied during the normal call sequence. Specifically, calls that would have previously been given interc ept treatment will now be routed to a remote switch across a trunk to be reprocessed at the remote switch if either an ETA routing pattern or an ETA node number is d efined. This means that the following extra processing is required for each ETA call when ETA is administered: nDetermination that this is an ETA call b e cause it fails all other possible routing p ossibilities and ETA is administered. nThe d i git string dialed is not in the call-screening table. nAn available p attern preference is selected from the trunk group specified by the ETA routing pattern and/or ETA node number. nThe dialed digits are sent to the remote switch. Interactions The following features have interactions with ETA. Descriptions of features as they interact with ETA are provided. nAbbreviated Dialing Any d igit string that is undefined in the station or feature/trunk access-code dial plans should route via ETA. nAttendant Attendants can access the ETA feature in exactly the same way as stations. There is no discernible difference in the ETA feature operation for attendants. nAutomatic Alternate Routing The ETA feature is implemented as part of Uniform Dial Plan (UDP). The routing preferences defined for the administered ETA routing p attern and/or ETA node numb er are individually checked to determine which trunk group will b e used to route the dialed digit string. nData-Call Setu p Analog and digital endpoints can access ETA. The d i git string to be sent goes to the remote switch just as any other digit string is sent. The remote switch will handle the data-call setup from that point forward. nDCS Ap p lies only to ETA calls to an unknown extension (not FAC or TAC calls).
Extended Trunk Access Issue 3 March 1996 3-723 nDial Plan Administration When administering ETA on separate switches, care must be taken to not create a circular ETA call setup; otherwise, all trunk members using ETA will be tied up until the calling party releases the call. If switch A routes calls to switch B and switch B has been administered to route calls to switch A, then any time an invalid set of digits is dialed, all trunk members using ETA will be busied in an attempt to route the ETA call. Since both switches point to each other, an infinite loop has been administered. Care should be taken not to have a receiving switch administered with ETA when the destination switch is also the sending switch. nDial Plan Any d ialed digit string that is undefined in the station feature/trunk access-code dial plans will be routed via ETA to the remote switch, if ETA is administered. This implies that a feature access code is dialed, followed by some number of digits. For example, if you were dialing an AAR/ARS access code followed by d i gits and the dialed string code could not be routed by the local switch, then the entire d i git string would be passed to the remote switch by the ETA feature. It is also important to note that undefined dialed d igit-strings will not be routed via ETA unless the dial plan of the local switch recognizes the digits as they are being dialed during its own screening process as a valid digit-string type. nDirect Inward Dialing (DID) Whenever a DID trunk presents undefined digit strings to the local switch and ETA is administered, the digits will b e passed to the remote switch via ETA for proper handling. nFacility Restriction Levels It is possible to restrict trunks that are b eing used in conjunction with the ETA feature by assigning restriction levels. nLast Numb er Dialed (LND) If a numb er is route d via ETA to a remote switch and you want to reaccess that number, then the reaccess uses ETA and does so transp arently. nMain/Satellite/Tributary The environment of local and remote switches is the primary targ et for the ETA feature. It is within this environment that ETA is most effective in reducing maintenance of frequent administrative changes. nModem Poolin g All trunks in the ETA p attern will be treated like all other trunks. Modem Pooling is not affected. nRemote Access Remote-access trunks are able to access the ETA feature just as any other trunk or station does.
Feature Descriptions 3-724Issue 3 March 1996 nUniform Dial Plan The Uniform Dial Plan is extended by the ETA feature in that explicit definition of digit strings to be routed is not necessary. The internal operation of the UDP feature is not affected, however. Administration The switch administrator is able to add, delete, and display the ETA routing pattern and/or ETA node number as well as the Call-Screening table. The ETA routing pattern and/or ETA node number appears on the first-digit table. The “ ETA Routing Pattern” and/or “ETA Node Numb er” field accepts numerical values that are within the proper range and provides appropriate help and error messages as does the ETA node numb er. Likewise, the ETA c all-screening table occupies the screen that allows up to10-digit strings to b e enumerate d. Any valid digit string can be entered including special wildcard characters ‘‘*,’’ ‘‘#,’’ and ‘‘x.’’ Appropriate help and error messages are provid e d. If ETA routing pattern is administered, then there are two other sc reens that must be administered to make the feature work properly. Sp e cifically, the route pattern for ETA must be administered along with the trunk group that will support ETA calls. The route-pattern screen is entered from the command line with ‘‘change route pattern xxx’’ where ‘‘xxx’’ is the ETA routing pattern. Within this screen a trunk g roup is associated with the routing pattern, an FRL, an NPA, a Prefix Mark, a Toll List, and either absorption or deletion of digits if desired. Trunk groups are administered with the ‘‘add/change trunk group xxx,’’ where xxx is the trunk group number. There is no special trunk group administration necessary for ETA. For a dd itional information on the administration and o peration of the AAR feature, see the Automatic Alternate Routing (AAR) feature description in this document. For G3r if ETA node numb er is administered, then node number routing must be administered along with a trunk group. There are four scenarios that can b e envisioned with respect to the above two fields either being administered or not administered. The following enumerates these possibilities and indicates what effect the administration will have on the way the feature either does or does not work. C A SE # 1 nETA Route Pattern — not administered nETA Node Number — not administered In this case, the ETA feature is considered not active and no attempt will be made to utilize the ETA code to route otherwise undefined calls.
Extended Trunk Access Issue 3 March 1996 3-725 C A SE # 2 nETA Route Pattern — administered nETA Node Number — not administered In this case, the ETA route pattern will be used to determine how to route an otherwise undefined digit string. Since, however, an ETA node number is not specified, non-call associated DCS messages have no chance of succeeding in this scenario. C A SE # 3 nETA Route Pattern — not administered nETA Node Number — administered In this c ase, the ETA node number will b e used to g et the routing p attern from the node number routing ta bles. DCS messages that are non-call related will also have a chance of succeeding since a node number will be supplied to the DCS message handling code. C A SE # 4 nETA Route Pattern — administered nETA Node Number — administered In this case, the ETA route pattern will be used to route all undefined dialed digit strings while DCS messages will use the ETA node number to attempt to route. Nodes themselves do not have to b e administered for ETA. ETA should not be used over Tandem Tie trunks. Hardware/Software Requirements There is no specialized hardware needed for ETA. However, trunks need to be administered for ETA. The feature usually uses tie trunks.
Feature Descriptions 3-726Issue 3 March 1996 Extension Number Portability Feature Availability This feature is available with Generic 3rV1 and all Generic V2 and later releases. Description ENP provides the ability to assign any extension to any switch in an ENP subnetwork. The ENP Numbering Plan d efines the setting of 4- or 5-digit extensions in the ENP subnetwork to a 7-digit (Automatic Alternate Routing) AAR-like numb er for sending to other nodes in that network. Only the first one or two leading digits of the extensions are significant in this action. This limits the number of ENP codes to 100. Each of these ENP codes should be administered in the AAR analysis table as home on all the nodes within the ENP subnetwork. Though u p to 100 3-digit ENP codes can be used, only one ENP code is required for a 4-digit ENP, and a 5-d igit ENP requires only one ENP code for each leading digit of extensions used within the subnetwork. Considerations This feature is compatible with System 85 and G2 ENP. Interactions The Uniform Dial Plan a dministration and that of Automatic Alternate Routing Analysis are affected. See “Administration” below. If DCS is used, the ENP node numbers must corresp ond to DCS node numb ers. Administration Administering ENP for a group of extensions is accomplished in G3rV1, G3V2, and later releases using four administration forms. The UDP table must be administered so that Extension Codes for non-home extensions in the ENP subnetwork are node-number routed (one p attern per PGN). The Node-Number Routing table must be administered to associate a routing pattern with each node in the ENP su bnetwork. The AAR Digit conversion table must b e administered to assign all 3-digit ENP codes as home, and if using a 5-digit UDP, to associate the ENP codes with a leading 10 thousands digit. Note that ENP Codes are distinguished from AAR location codes because ENP Codes are home on every node within the ENP subnetwork. ENP Codes are administered in the ENP Numbering Plan table as well as in the AAR Digit conversion ta ble. Since ENP Codes are home on every node, they cannot b e used as AAR location codes.