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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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Inbound Call Management (ICM) Issue 3 March 1996 3-777 The voice terminal display for the receiving agent, before a transfer is complete, shows the originating agent’s name and number. The voice terminal display for the receiving agent, after the transfer is complete, shows the caller identification (CPN/BN or trunk group name for external calls, and name/numb er for internal calls) and the original split or VDN name. Direct agent calls follow the receiving agent’s coverage and call forwarding, if activated. Once the call goes to coverage or is forwarded, the call is no longer treate d as a DAC. CMS is informed that the call has b een forwarded. Answering a Direct Agent Call The receiving agent answers a direct a gent call by becoming available in the split with which the direct agent call is associated. While on a d irect agent call, the agent becomes unavailable to subsequent ACD calls. If the receiving agent logs off by unplugging the headset, the agent may still answer a direct agent call in queue by logging back in and becoming available. Considerations A maximum of eight CallVisor ASAI links may be assigned. Information from a CONVERSANT voice system (except for the dialed number) cannot be carried with the call and displayed on a voice terminal. For example, digits collected in a CONVERSANT voice system adjunct cannot be passed to the switch for disp lay. CallVisor ASAI and BX.25 CPN/BN-ANI are not supported simultaneously. Interactions The following features and functions interact with the ICM feature: nAutomatic Answer DACs to agents assigned automatic answer will receive single zip tone answer. nQueue Status Indications DAC are not included in the number of calls waiting and oldest c all waiting on the queue status indication for the split. nCall Coverage If the split associated with a direct-agent call has call forwarding or night service activated for the split, the d irect-agent call is forwarded. If the priority calling option is requested, the direct-agent call forwards with priority ringing at the night service destination.
Feature Descriptions 3-778Issue 3 March 1996 After a DAC call successfully terminates to a sp lit, if the d estination agent has Call Forward ing or Send All Calls activated, then the DAC c alls will b e forward ed. If the priority calling option is requested, then the DAC call will forward with p riority ringing at the call forwarded destination, but will not forward to the covering point in the case of Send All Calls when the priority calling option is requested. Direct-agent calls follow the destination agent’s coverage path. If the priority calling option was requested, the DAC follows the standard priority call rules for coverage, meaning the call will not go to coverage. Calls (either regular ACD or direct-agent) in queue will remain in q ueue until the caller abandons or agent answers. Calls follow the agents internal or external coverage path based on the origin of the call, not the internal/external status of the a djunct providing routing instructions. nCall Forwarding New DAC will forward if the agent activates Call Forward ing. Direct Agent Calls already in queue prior to Call Forwarding activation will remain in queue. nCall Vectorin g Call Vectoring is used in conjunction with CallVisor ASAI c a pabilities. The adjunct routing vector command is required. For adjunct routing, if the call queues to a split or the call leaves vector processing, a route end request is sent to the CONVERSANT voice system. Direct agent calls cannot go through vectors. nCall Promp ting Digits collected by the Call Prompting feature b ecome part of the current call information that is passed to a CONVERSANT voice system adjunct. nCall Waiting Call waiting tone is used to notify single-line users that a DAC is waiting, whether the call waiting feature is optioned or not. nDCS DAC cannot be ma de over a DCS link. If the receiving agent is not an internal extension, DAC is denied. nNight Service DACs will g o to Night Service if Night Service is a ctivate d for the receiving agent’s split. nPriority Calling CallVisor ASAI capabilities permit both Priority Calling and DAC for the same call. Priority DAC will not go to coverage. nSend All Calls
Inbound Call Management (ICM) Issue 3 March 1996 3-779 If an agent activates send all calls, new DACs will immediately go to the agent’s coverage. DACs already in queue prior to Send All Calls activation will remain in q ueue until the coverage ringing timeout occurs. Administration ICM is administered by the System Manager. The ACD feature must be administered as described in the ACD feature description elsewhere in this manual. If the Call Vectoring and/or Call Prompting features are to b e used, these features must be administered as described in the Call Vectoring and Call Promp ting feature descriptions elsewhere in this manual. In order to make or receive direct agent calls, an agent must b e assigned a COR that allows DAC. Direct agent calls wait in split queues. Split queues must be properly sized. Hardware and Software Requirements The only a d ditional hardware requirements for ICM are those for the CallVisor ASAI. These requirements are in the following paragraphs. The system supports TN744C-Tone Detector/Call Classifier, TN748C-Tone Detector, TN420C-Tone Detector, or TN2182-Tone Clock/Detector/Generator for use as tone detectors. TN420C, TN744C, and TN2182 support A-law. With respect to CallVisor ASAI features, the TN744C is required for those customers who desire switch call classification. Each port on the eight port TN744C acts as a touch-tone receiver or call classifier. Each call classifier p ort is capable of detecting tones as well as Special Information Tones. This tone detection will work only if the public network provides similar tones to those used in the US. Each CallVisor ASAI BRI Interface Link requires a port on a TN556 ISDN-BRI circuit pack. CallVisor ASAI Interface software is required. A TN778 Packet Control b oard and, in a multiple port network design, TN570 expansion interface are required.
Feature Descriptions 3-780Issue 3 March 1996 Individual Attendant Access (IAA) Feature Availability This feature is available with all Generic 3 releases. Description Allows users to access a specific attendant console. Each attendant console can be assigned an individual extension number. A user can access an individual attendant by simply lifting the handset and dialing the extension number assigned to the desired attendant. An individual attendant extension numb er can also be assigned to users’ a bbreviate d dialing button for fast access to the specific attendant. Individual attendants can be accessed by voice terminal users, incoming trunks, Remote Access, and other attendants. A specific attendant, when called, can extend the call to another trunk or extension. Each individual attendant has a queue that allows incoming calls to wait. For G3iV1, this individual attendant queue has priority over all other attendant seeking calls. For G3r and all of Version 2 and later releases, the Individual Attendant Access call is placed in the Attendant queue according to the priority assigned in Attendant Priority Queueing. Whenever a call is in an individual attendant’s queue, the top lamp of the Forced Release button (basic console) or the Personal lamp (enhanced console) lights to indicate this condition. Call Waiting tones are provided only on calls to the attendant group and are not provided for waiting individual attendant calls. An individual attendant can be a part of a hunt group. The hunt group can be a DDC group or a UCD group. Calls to individual attendants and calls to the attendant group have priority over hunt group calls to an individual attendant. Any call made from an attendant console which is assigned an individual extension is considered to be made from the individual attendant, not the attendant group. Considerations With Individual Attendant Access, attendant consoles can become more flexible by assigning each one an individual extension number. An individual attendant extension allows an attendant to use features that an attendant group cannot use; for example, individual attendant extensions can be a member of a DDC or
Individual Attendant Access (IAA) Issue 3 March 1996 3-781 UCD g roup. An individual attendant can also b e a ccessed when the Centralized Attendant Service feature is in effect. Another advantage is that each individual attendant extension can have its own Class of Restriction and Class of Service. The Position Available lamp on the attendant console only indicates whether or not attendant group calls can be accepted. It does not indicate whether or not individual attendant calls can be accepted. Each attendant console has one p osition busy button. When the lamp associated with this button is lighted, the attendant does not receive attendant group calls but can still receive individual attendant calls. Since hunt groups have better queuing and make busy features than individual extensions, it may be desirable to assign an individual attendant as the only mem ber of a hunt group. This way the individual attendant c ould receive calls as a hunt group member for more efficient handling of calls. Interactions The Individual Attendant Access call is placed in the Attendant Queue according to the priority assigned in Attendant Priority Queuing (for G3iV1 and all G3V2 and later releases). The following features interact with the Individual Attendant Ac cess feature. nAbbreviated Dialing Individual attendant extensions can be in Ab breviated Dialing lists. Individual attendants, however, c annot have their own Abbreviated Dialing lists. nAttendant Display For calls to or from individual attendants, individual attendant names (when specified) are displayed instead of the individual attendant extensions. nBrid ged Extension Individual attendant extensions cannot be assigned to a bridged call appearance. nBusy Verification of Terminals and Trunks An individual attendant extension cannot be busy verified. nCall Coverage Individual attendant extensions can be points in a coverage path but cannot be a memb er of a coverage answer group. nCall Park Individual attendants can park calls on their own extension or another individual attendant extension.
Feature Descriptions 3-782Issue 3 March 1996 nCall Pickup Individual attendant extensions cannot be in Call Pickup groups. nCAS Individual attendants can be accessed when CAS is in effect. nCOR and COS Each individual attendant extension has its own COR and COS. However, it is recommended that an individual attendant and the group with which he or she is associated be assigned the same COR. nDDC and UCD 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. nFacility Busy Indication An individual attendant extension can be stored in a Facility Busy Indication button. nIntegrated Directory The names and extensions of the individual attendants are stored in the directory associated with this feature. nLW C A message from an attendant indicates whether it is from the attendant group or whether it is from an attendant which has an individual extension. nNight Service — Night Console Service Activation and deactivation of this feature affects only calls to the attendant group. Calls to individual attendant extensions are allowed when night service is active. A night-only attendant console with an individual extension can receive individual attendant calls when night service is not active. nPrivacy — Attendant Lockout This feature a p plies only to attendant group calls. Individual attendant calls are not affected. nVoice Terminal Display For calls from individual attendants, individual attendant names (when specified) are displayed instead of the individual attendant extensions.
Individual Attendant Access (IAA) Issue 3 March 1996 3-783 Administration Individual Attendant Ac cess is administered on a per-attendant console basis b y the System Manager. The following items require administration for each attendant console: nExtension number nName nCOR nCOS Hardware and Software Requirements No a d ditional hardware or software is required.
Feature Descriptions 3-784Issue 3 March 1996 Information System Network (ISN) Interface Feature Availability This feature is available with all Generic 3 releases. Description The AT&T ISN is a packet-switched local area network that links mainframe computers, minicomputers, word processors, storage devices, personal computers, printers, and communications processors into a single system. The ISN is a packet-switched local area network. This local area network is made up of one or more mo dular data-only d i gital communications switches. The interface between the system and the ISN is via a Data Line Port in conjunction with an Asynchronous Data Unit (ADU). Either a Modular Processor Data Mo dule (MPDM), a 7400A data module may be used instead of the Data Line Port and ADU, although the latter is more economical. The MPDM or ADU connects to an AIM on the Packet Controller or Terminal Concentrator (see Figure 3-19). This interface allows the system and the ISN to share d ata capabilities. (The 7400A connections are the same as shown below for the MP D M . ) Figure 3-19. System-to-ISN Connectivity ETN DID SWITCHDIGITAL LINE PORTRS-232C ADAPTERAIM CONCENTRATOR INFORMATION NETWORK ETN DID SWITCHLINE PORTAIM CONCENTRATOR INFORMATION NETWORK DATA DS1 MPDM DS1 ADU*SYSTEMs SYSTEMs
Information System Network (ISN) Interface Issue 3 March 1996 3-785 Data is transferred between the system and the ISN on one-way trunks (either incoming or outgoing). Each d ata line port is administered for a specific data rate, which can be any of the c ommon asynchronous d ata rates ranging from low to 19,200 bps. Considerations Connectivity between ISN and the system provides the following major benefits: nUsers on ISN may (in addition to having a ccess to other endpoints d irectly connected to ISN) have access to any endpoint connected to the system or addressable from the system. nUsers who either connect to or have access to the system may also access endpoints connected to ISN. Since the ISN switches are mo dular, the local area d ata c ommunications network can be designed so that it is b oth versatile and cost-effective. A single p acket controller can be configured to support from 40 to 1,920 data ports. Interactions The following features interact with the ISN Interface feature. nAbbreviated Dialing Outgoing lines cannot use Abbreviated Dialing. nAutomatic Circuit Assurance Automatic Circuit Assurance is not provided for data line p ort links to or from the ISN. nData Call Setu p Data Terminal (Keyboard) Dialing is used to access ISN endpoints. A d ata call to an ISN data endpoint from a system digital data endpoint requires two-stage dialing. A user must first dial the extension assigned to the outgoing ISN group, and then interact with ISN and enter the second address (data endpoint). nData Hotline Outgoing lines cannot use hot line calling. nModem Poolin g If an analog data endpoint is used in an ISN connection, and a conversion resource is needed, the system will obtain a conversion resource from the appropriate pool.
Feature Descriptions 3-786Issue 3 March 1996 nSystem Measurements No traffic measurements are made on data line port links to or from the IS N . nUniform Call Distribution Outgoing lines should be members of a UCD group. This way, the system automatically selects an idle port when a user tries to access the ISN. Administration Data mo dule extensions used to access ISN must be administered by the System Manager as data lines connected to the ISN. The System Manager can then administer the other options required for each data line. These options include: nKeyb oard Dialing — If the line is incoming (to the system), Keyboard Dialing should be enabled so that the system can be accessed by the ISN. If the line is outgoing (to the ISN), Keyboard Dialing should be disabled. nConfiguration — This option should be disabled on both incoming and outgoing lines to prevent the ISN from changing the data line configuration. nBusy Out — This option should be enabled for outgoing lines so that a member of the outgoing ISN group can be ‘‘busied-out’’ and let calls go through another memb er of the group. nSpeeds — Data sp eeds should be selected according to individual needs, and should be the same as those at connecting ISN ports. Only one speed should be assigned to each data line port. nAutoadjust — This option is not needed with the ISN, and should be disabled on incoming lines. This option can only be set if Keyb oard Dialing is enabled. nPermit Mismatch — This option should be disabled on both incoming and outgoing data lines. nDisconnect — The disconnect sequence should be administered according to the characteristics of the device. This option can only be set if Keyboard Dialing is enabled. nParity — This op tion should b e a dministered as even. This option can only be set if Keyboard Dialing is enabled. nDial Echoing — This option should be disabled so that characters are not echoed back to the ISN. This option can only be set if Keyboard Dialing is enabled. nAnswer Text — This option should be disabled, and can only be set if Keyb oard Dialing is enabled.