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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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Hold - Automatic Issue 3 March 1996 3-767 Automatic Hold call is treated the same as an attendant call placed in Hold by the depression of the HOLD button. The Automatic Hold feature operates in conjunction with the START key or Automatic Start feature of an attendant console. The START key/Automatic Start operation has p recedence over the Automatic Hold feature. Any feature that uses the Start key/Automatic Start o peration places the call on the active loop on Soft-Hold. Interactions As mentioned earlier, the Automatic Hold feature is identical to the action generated when an MFDT places a call on hold using the HOLD button and then selecting the (another) inactive call a p pearance. The features, therefore, work identically, except for the saving of a button push. The Automatic Hold feature is implemented as an equivalent to pressing the HOLD button. A call placed in Automatic Hold is in Hard-Hold, as with the d epression of the HOLD button. Therefore, Automatic Hold, when invoked by the methods already mentioned, operates identically to the HOLD feature and its interactions. See the Hold feature for additional information. Automatic Hold interacts with DCS and Centralized Attendant Service (CAS). It operates transparently with DCS and CAS. Note that the Auto-Hold feature is administered separately for each node in a DCS network. Administration Automatic Hold is administrable on a system-wide basis only by persons whose administration ID provides access to system parameters. Administration of the auto hold feature takes place on the System-Parameters Feature Form. Hardware/Software Requirements No sp ecial hardware is required.
Feature Descriptions 3-768Issue 3 March 1996 Hot Line Service Feature Availability Hot Line Service is available with all Generic 3 releases. Description Allows single-line voice terminal users, by simply lifting the handset, to automatically place a call to a preassigned extension number, public or private network telephone number, or feature access code. The Hot Line Service d estination numb er is stored in an Ab breviated Dialing List. When the Hot Line Service user lifts the handset, the system automatically routes the call to the stored number and the call comp letes as though it had been manually dialed. If the appropriate feature access code is prefixed to the stored number, AAR, ARS, Data Privacy, or Priority Calling can be used on the call. Also, if the Public or Private Network Access code is the stored number, the voice terminal user is connected to an outg oing trunk and can dial the outside number. A Hot Line Service voice terminal receives calls allowed by its COR. Call reception is not affected by Hot Line Service. Likewise, the Hot Line Service destination is not affected by Hot Line Service. A DDC, a UCD, a TEG extension number, or any individual extension number within any of the groups can be a Hot Line Service destination. Also, any extension number within a DDC group, UDC group, or TEG can have the Hot Line Service feature assigned. Considerations The Hot Line Service feature is useful in any a pplication where very fast service is required. Also, if a voice terminal is used only for accessing a certain facility, it can be assigned to Hot Line Service. The Hot Line Service voice terminal user simply lifts the handset and is connected to that facility. The number of voice terminals that can be assigned Hot Line Service is not limited, and the number of voice terminals that can be assigned the same destination is not limited. The limit, if any, would be on the numb er of entries that can be stored in the Ab breviated Dialing lists.
Hot Line Service Issue 3 March 1996 3-769 Interactions A Hot Line Service user cannot activate any feature unless the a c cess code is, or is part of, the destination number. nBrid ged Call Ap pearance — Single-Line Voice Terminal If a single-line voice terminal is administered for Hot Line Service, brid ged appearances of that voice terminal’s extension also places a hot line call automatically when a user g oes off-hook on that bridged appearance. nLoudspeaker Paging Access Loudspeaker Paging Ac c ess can be used with Hot Line Service to provide automatic access to paging equipment. nRingback Queuin g If a Hot Line Service call accesses a trunk group with Ringback Queuing assigned, the call can queue unless the voice terminal is termination restricted by its COR. Queuing, when a p plicable, is automatic on single-line voice terminals; dialing is not required. Administration Hot Line Service is administered on a per-voice terminal basis by the System Manager. The following items require administration: nAbbreviated Dialing Lists nHot Line Destination Number Hardware and Software Requirements No a d ditional hardware or software is required.
Feature Descriptions 3-770Issue 3 March 1996 Hunting Feature Availability Hunting is available with all Generic 3 releases. Description Checks for the active or idle status of extension numbers in one or more ordered groups. If all members of a group are active, the call can route to another group through Call Coverage or can wait in a q ueue for an available group member, if a queue is provided. Hunting is accomplished through the ACD, Call Coverage, DDC, and UCD features. The order of hunting is defined under each individual feature. Considerations Hunting is useful whenever a group of voice terminal users receives a high volume of calls. It minimizes call completion time and attendant assistance is not required. Agents should not be used for hunt group calls when they are used for ACD sp lit calls. This is because all ACD calls are answered before hunt group calls. That is, no hunt group calls are answered until all ACD calls are answered. The oldest c all waiting termination is only supported for agents who are servicing ACD calls only. Interactions Individual attendant extensions can b e in hunt g roups. However, attendant return call features do not work for these types of calls. Administration Hunting is administered through the Automatic Call Distribution (ACD), Call Coverage, Direct Department Calling (DDC) and Uniform Call Distribution (UCD) features. Administration of each of these features is discussed under that feature elsewhere in this chapter.
Hunting Issue 3 March 1996 3-771 Hardware and Software Requirements No a d ditional hardware or software is required for Call Coverage, DDC, and UCD. ACD requires ACD software. Call Vectoring is also required for vector-controlled splits.
Feature Descriptions 3-772Issue 3 March 1996 3 Inbound Call Management (ICM) Feature Availability Applications running an Inbound Call Management (ICM) application can be connected to any DEFINITY swi t c h t hat c a n b e provisioned with the necessary CallVisor ASAI interface. The G3vs and G3s ABP models cannot be equipped with a CallVisor ASAI interface. Planners must consider the ICM traffic, rated switch c a pacity, CallVisor ASAI interface traffic, and rated capacity of the adjunct application processor when planning an ICM installation. AT&T’s Technical Design Center can provide consulting services to assist in such planning. Description ICM improves the handling of inbound calls in such applications as telemarketing, claims processing, etc. An application on a host processor is integrated with switch features such as Automatic Call Distribution (ACD), Call Vectoring, and Call Promp ting to provide enhanced features and improve efficiency. The host process may be a CallVisor/PC, CONVERSANT voice system, Telephony Services Server (running Novell NetWare(R)) serving a local area network, or a processor from one of AT&T’s CallVisor ASAI vendor partners. The CallVisor ASAI Planning Guide provides information on the various vendor partners. The CallVisor ASAI link is a two-way interface that lets a p plications receive information about calling parties, promp ted digits, called number, etc. The applications can request that the switch route calls, transfer calls, etc. A variety of q ueries and notification c a pabilities are also available. The following are some typical ICM applications: nThe DEFI NI TY s yst em passes calling party information (ISDN CPN/BN) and the call outcomes to a host a p plication for screen pop, and possible (later) supervisory transfers (with screen duplication). nThe DEFI NI TY s yst em provides the host application with caller and prompter information a bout all incoming calls to a selected number. The host application consults a d atabase and then tells the switch where to route the calls (preferred agent, best customer treatment, accounts receivable, etc). nThe DEFI NI TY s yst em uses the Call Promp ting feature to obtain a customer account number and then passes this information to the host for call routing or screen pop.
Inbound Call Management (ICM) Issue 3 March 1996 3-773 nThe DEFI NI TY s yst em c a n send CPN/BN and DNIS to a voice response unit (VRU), connect the caller to the voice response unit, and let the VRU interact with the user to d etermine handling for the call. Such a system can verify callers’ identity and provide access to database information (claims status, account balance, etc). nA host ap p lication can transfer a call to an ACD and have the call treate d (and tracked on CMS) as an ACD call. This is known as ‘‘Direct Agent Calling.’’ nA host ap p lication can attach application-specific information to an ICM call using “User-to-User Information” fields. If the host then transfers the call to another DEFI NI TY swi t c h over primary rate interface (PRI) facilities, a CallVisor ASAI application at the receiving switch receives the application-sp ecific information. Therefore, if an ICM a p plication at one switch has determined a caller’s account number, claim number, etc., the information could be passed to a sp ecial list (for example) on another switch where the a p plication may have to transfer the call. The CallVisor ASAI Technical Reference describes additional a p plication scenarios in greater detail. Data Screen Delivery Passing incoming call information (CPN/BN, DNIS, Lookahead Interflow information, digits collected from Call Prompting, agent selected) to a CONVERSANT voice system can be used to deliver the appropriate data screen when the voice call is delivered to an agent. Data screens can also be transferred or duplicated by the CONVE RSA NT voice system for transferred or conferenced calls. A sim plified configuration of this type of ap plication is shown in Figure 3-17. CONVERSANT VIS is referenced for illustrative purposes only, indicating both switch and CONVERSANT c ap a bilities; other adjunct processors have similar capabilities but should be verified for a p articular ap p lication. In this ap p lication, the CONVERSANT voice system or host requests notification for events (call offered, call ended, call connected, call dropped, call transfer, alerting, and so on). The switch notifies the CONVERSANT voice system using event reports when the call arrives, when the agent answers, when the call drops, and so on. The CONVERSANT then passes the appropriate information to the host so it can send that data sc reen to the agent’s data terminal. Knowing a call drops prior to being answered, the CONVERSANT voice system can track abandoned calls or use CPN/BN information for call b a cks.
Feature Descriptions 3-774Issue 3 March 1996 Figure 3-17. Simplified ICM Configuration for Data Screen Delivery The ASAI interface could also b e shown above d irect to the host. CONVERSANT. does not have to be in the middle if the host supports ASAI. Integration With Speech Processing Adjuncts ICM can be used to provide integration with Voice Response Units (VRUs). The advantages of using ICM with the CallVisor ASAI in ad dition to tip/ring interfaces are as follows: nData screen integration is provid e d on transferred calls. nNotification of answer is provided on internal calls (CallVisor ASAI capabilities let you know what happens with the call). nDelivery of ISDN network information such as CPN/BN/DNIS is provid e d (instead of having to promp t for this information). A simplified configuration of this application is shown in Figure 3-18. In this application, the CallVisor ASAI link is used by the switch to pass incoming call information to the CONVER SA N T voice system. The call is distributed b y the switch ACD to an available voice line. After collecting digits via a DTMF keypad, the CONVERSANT voice system transfers the call back to an ACD split or specific agent on the switch via CallVisor ASAI messages. If the call is transferred to a split agent, the CallVisor ASAI link is used by the switch to p ass an event report containing which agent in the sp lit receives the call. The CONVERSANT voice system forwards the agent identification to the host for delivery of the associated data screen to the agent selected to handle the call. Digits collected by the CONVERSANT voice system are not passed to the switch to display on the agent’s voice terminals but can be disp layed on the agent’s SWITCHASAI AGENT VOICE TERMINALAGENT DATA TERMINALHOSTCONVERSANT INCOMING CALLS (ISDN-PRI)
Inbound Call Management (ICM) Issue 3 March 1996 3-775 data terminals. If the digits collected by the CONVERSANT voice system are the extension to which the call is to be routed, these routing digits are passed to the switch as the destination in the CallVisor ASAI third party make call request. The third party make call request is used by the CONVERSANT voice system to set up various types of calls. Figure 3-18. Simplified ICM Configuration for Speech Processor Integration Host/Adjunct Call Routing Incoming call information can be used by the host or CONVERSANT voice system adjunct to route the call to a split, vector, or particular agent (basically any valid extension number). The call could even be routed off of the switch if desired. The CONVERSANT voice system can also use the incoming call information to tell the switch that the call should b e treated as a priority call. Routing can be based on the area c o de dialed from, the country code, digits collected from the Call Prompting feature, dialed number or service, agent availability, or information in a customer database. To implement adjunct (CONVERSANT voice system) call routing, calls must come into a vector which contains an adjunct routing vector command. When the adjunct routing vector command is encountered, the switch initiates the route CallVisor ASAI c a pability. Vector processing proceeds with the next step (which could provide ringing, announcements, music, and so on) while the c aller waits. A d efault s plit or answering position c an also be specified in the vector, in case the CONVERSANT voice system does not respond in the administered amount of time (determined by the announcement/wait steps). Announcement and wait steps are needed to give the host time to respond. INCOMING CALLS (ISDN-PRI)SWITCHASAI TIP/RING LINES AGENT VOICE TERMINALAGENT DATA TERMINALHOSTSPEECH PROCESSOR
Feature Descriptions 3-776Issue 3 March 1996 Direct Agent Calling DAC is a new function that allows an adjunct to initiate or transfer a call to a particular ACD agent and have the call treated as an ACD call. Calls that originally enter the switch as ACD c alls and are rerouted to a p articular agent via adjunct routing, or transferred from a tip/ring agent to a live agent via a ‘‘third party make call’’ request, are treated as ACD calls for the duration of the call. This is important for a number of reasons: — The call may queue for the agent. — Agents need to receive zip tone when these calls are delivered. — Agents may have After Call Work associated with these calls. The CMS and BCMS correctly measure these calls as ACD calls. Direct Agent Calls have the highest priority of any calls. Adjunct Activation of Direct Agent Calling CallVisor ASAI third party make calls and route select calls with the direct agent call option are treated as direct agent calls. The receiving agent’s extension a p pears as the destination and the split extension in the direct agent call option. Delivery of DAC If the a gent receiving the direct agent call is available to answer an ACD call in the associated split, the direct agent call is delivered to the agent. Zip tone (480 Hz for a 1/2 second, not repeated) is applied if the agent is automatic answer. If the receiving agent is not available to answer an ACD call (for example, the agent is busy on a call, in the After Call Work mode, or in the Auxiliary Work Mode), the receiving agent is notified with a ring-ping if the a gent has a multi-function voice terminal or is on-hook. If the receiving agent has a single-line voice terminal and is not available, the receiving agent will hear call waiting tone (even when the Call Waiting feature is not assigned) if the agent is off-hook. The ring-ping or call waiting tone is given only once per call when the call is queued. The active work mode button lamps for the associated split on the receiving agent’s voice terminal will do a fast flutter, indicating a direct agent c all is waiting. This starts when the first call queues and stops when all direct agent calls leave the queue (answered, abandoned, or sent to coverage). The originating agent hears normal call progress tones and ringback. If the originating agent drops from the call, the caller hears call progress tones and ringback. A forced first announcements will not b e heard b y the originating a gent or caller. Direct agent calls are queued and served in a first-in first-out order, before any non-DAC. Therefore, when an agent becomes available, the switch first checks for any direct agent calls before serving normal ACD calls in queue.