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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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Intraflow and Interflow Issue 3 March 1996 3-837 Administration Intraflow and Interflow are administered by the System Manager. The following items require administration: nCoverage Paths The same coverage path can be used for as many splits as desired. For efficient operation of the Intraflow feature, it is recommended that the redirection criteria for a split’s coverage path be administered so that calls are redirected under busy or don’t answer conditions (do not use ‘‘all’’ or ‘‘send all calls’’ as the redirection criterion). nDon’t Answer Interval and Don’t Answer Interval for Su bsequent Redirection The Don’t Answer Interval specifies the number of ringing cycles that occur while the call is in queue or, if the call has b een sent to an agent, the number of ringing cycles heard at the agent’s terminal before the call is redirected to the first coverage point. This interval c an be a dministered. All sp lits with the same coverage path are assigned the same Don’t Answer Interval. The Don’t Answer Interval for Subsequent Re direction specifies the number of rings at a covering split before the call attempts to redirect to the next coverage point. This interval is recommended to be two rings b ut can be administered from 1 to 99 rings. This interval is administered as a system parameter. NOTE: The ringing cycle is 5.2 seconds is not administrable; however, the number of ringing bursts (one, two, or three) is administrable by call type (internal, external, or priority). nWhether or not each sp lit has priority on Intraflow nInflow threshold nCoverage ICI buttons as required nAll other items liste d under administration of the ACD feature Hardware and Software Requirements No a d ditional hardware is required. ACD software is required.
Feature Descriptions 3-838Issue 3 March 1996 Last Number Dialed Feature Availability This feature is available with all Generic 3 releases. Description Automatically redials the last number dialed when users press the Last Number Dialed button or dials the Last Numb er Dialed feature access c o de. The system saves the first 24 digits of the last number dialed whether the call attempt was manually dialed or an Ab breviated Dialing button was pressed. Considerations Last Numb er Dialed prevents the user from having to redial a busy number. If a user has dialed a busy number and that was the last number dialed, the user simply activates Last Numb er Dialed by button or dial access code. The system automatically dials the same number again. Special characters (Pause, Wait, Mark, or Suppress) stored in an Ab breviated Dialing button are recognized by the system and are outpulsed when such a number is automatically redialed by the Last Numb er Dialed feature. When a manually dialed number is redialed automatically, a delay in dialing is not recorded. The system outpulses the numbers as one continuous digit string. Thus, to accomplish automatic redialing, the distant end must accept the outpulsed digits without delay. Last Numb er Dialed information is not saved on tape and can be used only for the next call origination. End-to-end signaling digits manually dialed are never saved.
Last Numb er Diale d Issue 3 March 1996 3-839 Interactions The following features interact with the Last Number Dialed feature. nAbbreviated Dialing If the previously called number was in an Abbreviated Dialing privileged list, and if the user is not normally allowed to dial the numb er because of his or her COR, Intercept Treatment is given when using Last Number Dialed. To redial the number, the user must again use the Ab breviated Dialing privileged list. nAutomatic Callback Automatic Callback can be used after the Last Number Dialed feature is used on a call to an internal voice terminal. nBrid ged Call Ap pearance Activation of the Last Numb er Dialed feature causes the last numb er dialed from the voice terminal to be redialed, regardless of which extension number is used (primary or bridged call appearance). Administration Last numb er dialed is administered b y the System Manager. The following items require administration: nFeature A c cess Code for Last Number Diale d nLast Numb er Dialed button Hardware and Software Requirements No a d ditional hardware or software is required.
Feature Descriptions 3-840Issue 3 March 1996 Leave Word Calling Feature Availability Leave Word Calling is standard with all Generic 3 releases except G3vs/G3s ABP. For G3vs/G3s ABP, Leave Word Calling is only available with the Voice Mail Application Software Option p ackage, which is available when you purchase an AT&T voice processing adjunct (AUDIX, AUDIX Voice Power, AUDIX Voice Power Lodging, DEFINITY AUDIX). Description Allows internal system users to leave a short preprogrammed message for other internal users. For G3r, there can be multiple Message Server Adjuncts and AUDIX adjuncts. The LWC feature electronically stores a standard message, for example, CARTER, ANN 2/7 10:45a 2 CALL 3124. This message means that Ann Carter called two times, the last time on the morning of February 7 and, wants a return call to extension 3124. When a message is stored, the Message lamp on the called voice terminal automatically lights. This lamp is referred to as an Automatic Message Waiting lamp since the status of the lamp is controlled automatically by the system. Another voice terminal may also receive an indication that an LWC message has been left for the called party. This is accomplished via a remote Automatic Message Waiting lamp at another voice terminal. The remote Automatic Message Waiting lamp is a status lamp associated with a button assigned for this purpose. The remote Automatic Message Waiting lamp lights at the same time that the Message lamp lights at the called voice terminal. A common use of a remote Automatic Message Waiting lamp is to provide an indication of an executive’s message on a secretary’s voice terminal. If the executive calls from outside to receive any messages, the secretary knows at a glance if any messages have been left. Remote Automatic Message Waiting lamps also allow an indication of LWC messages left for a DDC group, a UCD group, an ACD split, a TEG, and a PCOL group. When identical messages are entered in the system, the date, time, and number of messages are up d ated. When nine or more identical messages accumulate, the count remains at nine but the date and time are u p dated. Messages c an b e stored b y calling, called, and covering users. A covering user can be through the Call Coverage, Call Pickup, or Call Forwarding All Calls features. Messages are stored as follows: nStorage by Calling User
Leave Word Calling Issue 3 March 1996 3-841 — Before dialing the d esired extension number, the user presses the LWC button or dials the LWC access code and then d ials the desired number. — After dialing the desired numb er b ut before the call is answered, a multiappearance voice terminal user presses the LWC button or a single-line voice terminal user presses the Recall button and d ials the access code. — After the call has been answered by any user, the calling user presses the LWC button or the Recall button and dials the access code. nStorage by Called User — After answering the call, the called user presses the LWC button. This leaves a message for the calling user to call back. (A called user can store an LWC message by dialing the LWC access code only if the called user has an analog voice terminal.) nStorage by Covering User — After answering the call, the covering user presses the Coverage Callback button. This stores a message for the called user to call the calling user. After answering the call, the covering user p resses the LWC button. This leaves a ‘‘call me’’ message for the originally called user. In addition, a user placed on hold can activate LWC and leave a message for the holding user to place a return call. LWC messages can be stored in the switch, in an AUDIX Adjunct or DEFI NI TY AUDIX System (but not AUDIX Voice Power), or in a Messaging Server Ad junct (MSA). Messages are retrieved by users who have the Voice Terminal Display or Attendant Display feature. Users without the Voice Terminal Display feature have their messages retrieved by systemwide message retrievers or b y covering users in their Call Coverage path. Messages are retrievable with the Voice Message Retrieval feature. If the following conditions are met, messages for users can be retrieved by selected voice terminal users or any attendant: nThe retriever must be in the called user’s Call Coverage path or must be administered as a systemwide retriever. nPermission to retrieve messages must be administered to the c alled voice terminal. Messages are protected by restricting unauthorized users from displaying, canceling, or deleting messages. A Lock function restricts a voice terminal, and an Unlock function releases the restriction. The Lock function is activated by
Feature Descriptions 3-842Issue 3 March 1996 dialing a systemwide access code. The Lock function is canceled by dialing a systemwide access code and then an Unlock security c o de unique to the voice terminal. These functions a p ply only to the voice terminal where the operation is performed. A status lamp can b e assigned to show the locked or unlocked status of the voice terminal. G3V2 and G3i-Global provide a choice of English or Italian for Voice Message Retrieval. A calling user who left an LWC message can cancel that message if it has not already been accessed. The calling user lifts the handset, presses the LWC Cancel button or dials the access code, and dials the extension number of the called party. This deletes the messa ge (even if the count was more than one) and causes all Message lamps associated with the called voice terminal to go dark (if the called user has no other messages). Considerations LWC lets users automatically leave short, simple messages for other users. When a voice terminal’s message lamp is lighted, the user simp ly has the message retrieved by an authorized user. This reduces the time spent making handwritten notes. Ten terminals, or nine terminals and the attendant console group, can be administered as systemwide message retrievers. If the stored message level reaches 95 percent of capacity, the status lamp associated with all Coverage Message Retrieval buttons in the system flashes. These lamps continues to flash until the stored message level drops below 85 percent capacity. Authorized retrievers can selectively delete messages to gain storage space. Old messages are not automatically purged by the system. Interactions The following features interact with the LWC feature. nAUDIX Interface LWC Cancel cannot b e used to cancel an AUDIX message. nBrid ged Call Ap pearance A LWC message left by a user on a bridged call appearance leaves a message for the called party to call the primary extension number assigned to the bridged call appearance. When a user calls a primary extension, and activates LWC, the message is left for the primary extension, even if the call was answered at a bridged call appearance.
Leave Word Calling Issue 3 March 1996 3-843 nCall Coverage The LWC feature can b e used with or without Call Coverage. However, the two features comp lement each other. The Coverage Callback option of the Call Coverage feature is provided by the LWC feature. Also, a caller can activate LWC for the called party even if the call has been answered by a covering user. nCentralized Attendant Service (CAS) LWC Message Retrieval d oes not work with CAS. nConference A member of a conference call cannot activate LWC because that user cannot be uniquely identified. After LWC has been activate d for a p arty on a conference or transfer, the conference/transfer originator cannot press the Conference/Transfer button a second time to return to the original call. The conference/transfer originator must select the call appearance button to return to the previously held call. nExpert Agent Selection (EAS) With G4V3 and later releases in an EAS environment, the Message Waiting Lamp by default trac ks the status of messages waiting for the logged in EAS agent LoginID rather than messa ges for the physical terminal. With these releases, the operation of the Message Waiting Lamp can be changed so that it tracks the status of messages waiting for the physical terminal where the agent is logged in. See the ‘Feature-Related System-Parameters’ form in the 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 information. nMERLIN/System 25 Voice Terminal — 731xH Series Su p port The MERLIN/System 25 7309H, 7313H, 7314H, 7315H, 7316H, and 7317H voice terminals sup p ort Leave Word Calling but do not support Message Retrieval via the display. Administration LWC is administered by the System Manager. The following items require administration: nIdentities of authorized systemwide LWC retrievers nLocking and unlocking message retrieval and cancellation (per voice terminal) nLock dial access code (systemwide) nLock status lamp (per voice terminal)
Feature Descriptions 3-844Issue 3 March 1996 nLWC activation (per voice terminal and the attendant group) nLWC activation dial access code (systemwide) nLWC button (per voice terminal) nLWC Cancel b utton (per voice terminal) nLWC cancellation dial access code (systemwide) nLWC reception (per voice terminal and p er Hunt group, that is, DDC group, UCD group, TEG, and PCOL group) Several options are available for G3r: SPE (switch processor element), msa-spe, AUDIX and none. If a customer administers for spe, then the message never goes to the MSA or AUDIX, it stays in sp e only. If this is administered for msa-spe and the msa link goes down, the message is stored in spe until the link is restored and then it is d ownloaded to the MSA. If during administration, a station is changed from msa-spe to sp e, all messages must be retrieved from the MSA first. If the opposite change is performe d this is not necessary because, the message is downloaded to the MSA automatically. nMaximum number of messages. nRemote Automatic Message Waiting lamp on another voice terminal 80 allowed per extension, including an extension number for a DDC group, UCD group, TEG, and PCOL group; 80 allowed per system) nRetrieval permission for covering users (per voice terminal) nUnlock dial access code (systemwide) nUnlock security code (per voice terminal) All buttons associated with the display modes are administered through the Attendant Display and Voice Terminal Display features. Hardware and Software Requirements The a p propriate voice synthesis board — TN725 (US English), TN433 (Italian), and TN457 (British English) — is required for Voice Message Retrieval. If Leave Word Calling is used with AUDIX and/or MSA, additional hardware is required.
Line Lockout Issue 3 March 1996 3-845 Line Lockout Feature Availability This feature is available with all Generic 3 releases. Description Removes single-line voice terminal extension numbers from service when users fail to hang up after receiving d ial tone for 10 seconds and then intercept tone for 30 seconds. These intervals are administrable. Line Lockout occurs as follows: nA user does not hang up after the other party on a call is disc onnected. In this case, the user receives the dial tone for 10 seconds and then receives the intercept tone for 30 seconds. The voice terminal is then taken out of service, if the handset is still lifted. nA user pauses for 10 seconds between digits while dialing. In this case, the user receives intercept tone for 30 seconds. The voice terminal is then taken out of service, if the handset is still lifted. The out-of-service condition remains in effect until the voice terminal user hangs up. Considerations The out-of-service condition provided by Line Lockout does not tie u p switching facilities or call processing time. The facilities are then available for other users. This feature d oes not a p ply to multiap p earance voice terminals. Interactions Call intercept is provided by the Interc ept Treatment feature. Administration The timeout lengths are administrable on the ‘‘System Parameters — Features’’ form. Hardware and Software Requirements No a d ditional hardware or software is required.
Feature Descriptions 3-846Issue 3 March 1996 Look Ahead Interflow Feature Availability This optional feature is available with all Generic 3 releases except G3s ABP. Description Provides flexible and intelligent ACD load balancing based on the Call Vectoring feature. Look Ahead Interflow enhances Call Vectoring interflow by ensuring that calls do not interflow to a backup switch that cannot accept the calls. A Look Ahead Interflow call is attempted when a route-to digits or route-to number successfully seizes an ISDN-PRI trunk. A vector on the receiving switch then either accepts or denies the Look Ahead Interflow call attempt. The sending switch does not relinquish control of the call until it is accepted by the receiving switch. Until the call is accepted, the caller continues to hear any tones applied by the sending switch vector and the call remains in any switch queues. If the call is accepted, the call is removed from any queues at the sending switch and control of the call is passed to the receiving switch. If the call is denied, vector processing simply continues at the sending switch. Audible feed back and the call’s position in any queues at the sending switch remains unaltered so the caller is unaware that a Look Ahead Interflow call attempt has been made. The call vector may then ap p ly alternate treatment, which may include placing another Look Ahead Interflow call to an alternate backup switch. Since Look Ahead Interflow uses the Call Vectoring feature, it is recommende d that the Call Vectoring feature description, disc ussed elsewhere in this chapter, be read and understood before continuing with this description. This should make the Look Ahead Interflow description easier to comprehend. Look Ahead Interflow is provided by using private network ISDN-PRI connections. Look ahead interflow calling SDN service is also provided via PRI. The sending switch generates an ISDN-PRI Look Ahead Interflow Information Element that is included with the ISDN SETUP m e s sa g e when the call routes on an ISDN facility. This information element contains interflow-related data, including DNIS information. The DNIS name may then be d isplayed if the call goes to an agent on the receiving switch.