ATT DEFINITY Communications System Generic 3V4 Instructions Manual

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Call Management System
(CMS)An application that collects, stores, analyzes,
displays and reports ACD information
provided by the switch.  CMS enables
customers to monitor and manage
telemarketing centers by generating reports
on the status of agents, splits, trunks, trunk
groups, vectors, and vector directory
numbers, and enables customers to partially
administer the ACD features on the switch.
Call PromptingA feature that uses vector commands to
collect and test digits, and/or display digits to
the agent or pass them to an adjunct. Based
on the digits dialed, the call is routed to a
desired destination or receives other
treatment. External callers must have touch-
tone dialing for entering digits. Call Prompting
can be used with other call vectoring
capabilities.
Call Reference Value (CRV)An identifier present in ISDN messages that
associates a related sequence of messages.
In ASAI, the CRVs distinguish between
associations.
Call VectoringA method that manages inbound calls, using
routing tables to uniquely define treatments
for each call type.  The call type is based on
the dialed number or trunk group termination
to a vector via vectoring directory numbers.
The vectors are customer-programmable
using commands that resemble a high-level
programming language to specify what
treatments the call should be given.  Also
called ``vectoring. 
See also Vectors and
Vector step.
CapabilityEither a request for or an indication of an
operation. For example, a 
Third Party Make
Call 
is a request for setting up a call and an
Event Report is an indication that an event
has occurred.
Capability GroupsSets of capabilities that denote association
types. For example, 
Call Control is a type of
association that allows certain functions (the
ones in the capability group) to be performed
over this type of association.  Each capability
group may contain capabilities from several
capability groups.  Groups are provisioned
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through switch administration, and can be
requested by an application.
Referred to in other documentation as
administration groups or Application Service
Elements (ASEs).
Cause ValueA value returned in responses to requests or
in event reports when a denial occurs or an
unexpected condition is encountered.  ASAI
cause values fall into two ``coding standards:
Coding Standard 0 includes cause values that
are part of AT&T and CCITT ISDN
specifications, and Coding standard 3
includes any other ASAI cause values.  ASAI
documents use a notation for cause value
where the coding standard for the cause is
given first, followed by a slash and the cause
value.  For example, CS0/100 is coding
standard zero, cause value one hundred.
Class of RestrictionA feature that allows definition of up to 96
classes of call-origination and call-termination
restrictions for telephones, telephone groups,
data modules, and trunk groups.
Collected digitsTouch-tone digits entered by a caller and
collected by a collect digits vector step. 
See
also 
dial-ahead digits.
CMSCall Management System
Controlled CallA call for which an ASAI adjunct has Third
Party Call Control. Controlled calls include
calls controlled via Third Party (Single Call)
Call Control and Third Party Domain (Station)
Control associations.
Controlled StationA station being monitored and controlled via a
domain-control association.
CONVERSANT VISAn AT&T Voice Response Unit product often
used with the DEFINITY switch to perform
call screening, redirection, and data collection
functions.
Converse sessionThe period of time during which a call is under
the control of a converse vector step and the
calling party is interacting with a Voice
Response Unit (VRU) or ACD agent.
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Converse splitA split/skill or hunt group accessed by a
converse vector step.  (The term ``non-
converse split is used to signify any split/skill
or hunt group accessed by a queue to main
or check backup vector step.)
CORClass of Restriction
Coverage callA call that is redirected from the called
extension to another extension or group of
extensions when certain criteria are met. 
See
also 
Coverage criteria.
Coverage criteriaThe conditions under which a call to a
principal is redirected to coverage Ð for
example, the Send All Calls button is on, the
line is busy, or all the  appearances are in
use. Also called ``criteria and ``redirection
criteria. 
See also Coverage call.
CPNCalling Party Number
CRVCall Reference Value
DCSDistributed Communications System
Denying a RequestSending a negative acknowledgement (NAK)
or Facility Information Element (FIE) with a
return error component.  (A cause value is
also provided).  This should not be confused
with the Denial Event Report, which applies to
calls.
Dial-ahead digitsTouch-tone digits entered by a caller but not
yet collected by a collect digits vector step.
Dial-ahead digits are stored in the call
prompting buffer until collected by a collect
digits vector step. 
See also Collected
digits.
Distributed Communications
SystemA private network of PBXs in which some
features are transparent across PBXs.
Or, a network configuration linking two or
more switches in such a way that selected
features appear to operate as if the network
were one system/switch.
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DomainAn entity that can be controlled or monitored.
Domain-Control AssociationThe unique ``CRV/link number combination
initiated by a 
Third Party Domain Control
Request 
capability.
Domain-Controlled SplitA split for which 
Third Party Domain Control
request has been accepted.  A domain-
controlled split provides an event report for
logout.
Domain-Controlled StationA station for which a 
Third Party Domain
Control 
request has been accepted. Provides
event reports for calls that are alerting,
connected, or held at the station.
Domain-Controlled Station on
a CallA station active on a call that provides event
reports over one or two domain-control
associations.
DTMFDual Tone Multi-Frequency
EASExpert Agent Selection
Expert Agent SelectionAn optional feature that allows call center
agents to have assigned skills and to receive
calls based on their skill.  EAS adds flexibility
to ACD. Each agent is assigned to a station
at login time.  This makes it possible to use
the same physical station for a variety of skills
and agents.
Or, an ACD feature in which calls can be
directed to specialized pools of agents who
possess the correct skills to handle the call.
FACFeature Access Code
FacilitiesTrunks connecting the DEFINITY switch to
public or private networks.
Facility IEA Q.931 Codeset 6 Information Element
containing information to be passed between
communications entities.  This IE can be
included in several Q.931 messages and, as
a parameter, contains additional IEs within
itself.
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FACility MessageA Q.931 message sent during an ASAI
association to convey information from one
endpoint to another as part of the message
exchange for that ASAI association.
Also used to pass change rate requests for
the Flexible Billing feature to the 4ESS switch
and to receive success or failure responses
from the 4ESS switch.
Feature Access CodeA 1-, 2-, 3-, or 4-digit dial code used to
activate or cancel a feature or to access an
outgoing trunk. Star (*) or pound (#) can be
used as the first digit of an access code.
Flexible BillingA feature that allows ASAI to change the rate
at which an incoming 900-type call is billed.
IEInformation Element
IMDInternally Measured Data
Information Element (IE)A defined and identifiable structure within an
ISDN message that contains particular
information relevant to the call and that
message. An ISDN message consists of an
appropriate set of IEs, some mandatory and
others optional.
Internally Measured DataA feature that allows an ASAI adjunct to
query for the data items available to station
displays via VuStats.
Logical AgentA logical extension assigned to an agent
when the EAS feature is enabled on the
switch.  A logical agent logs into a skill, and
by so doing, maps the logical extension to a
physical extension.
Manual AnswerAn operation in which an Automatic Call
Distribution (ACD) agent is on-hook and
available to receive an ACD call, the call
comes in via ringing on the station set, and
the agent goes off-hook on the ringing
appearance to answer the call.
Manual-in ModeAn ACD work mode that indicates an agent is
available to receive an ACD call.  When the
agent is in manual-in mode, the agent is
automatically put into after-call work state on
termination of the current ACD call.
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Monitored callA call that provides ASAI Event Reports over
Event Notification associations.
Monitored domainThe VDN, split, or agent specified in an ASAI
Event Notification Request.  ASAI messaging
to support this feature only applies to
monitored domains.
NSF IENetwork-Specific Facility IE. Part of the ISDN
SETUP message that contains the
identification of the service used to process
that particular call.  This adds the ability to act
upon a second optional NSF IE.
Outbound DialingThe mechanism used by an ASAI adjunct to
ask the switch to launch a call on behalf of an
ACD split, detect when the call is answered,
and connect the far end to an available agent
in the split.
Party/Extension Active on
CallA party is on the call if it is actually connected
to the call (in active talk or in held state).  An
originator of a call is always a party on the
call.  Alerting parties, busy parties, and tones
are not parties on the call.
PCOLPersonal Central Office Line
PRIPrimary Rate Interface
Primary ExtensionThe main extension associated with the
physical station set
Primary Rate InterfaceA standard Integrated Services Digital
Network (ISDN) frame format that specifies
the protocol used between two or more
communications systems.  North American
PRI runs at 1.544 Mbps and provides 23
64-Kbps B-channels (voice or data) and one
64-Kbps D-channel (signaling).  The
D-channel is the 24th channel of the interface
and contains multiplexed signaling
information for the other 23 channels.
PrincipalA station that has its primary extension
bridged on one or more other stations.
QueueAn ordered sequence of items, such as
outgoing trunk calls, incoming Automatic Call
Distribution (ACD) calls, or available agent
positions waiting to be processed.
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QueuingThe process of holding calls in order of their
arrival to await connection to an attendant,
answering group, or idle trunk.
Receiving EndpointFor the Send DTMF Digits feature, an
endpoint that can listen to DTMF signals on
behalf of a sender. A receiving endpoints
listen path is connected to the senders talk
path.  Also called ``receiver.
Redirection on No AnswerA feature that redirects an unanswered,
ringing, ACD split call back to the split after
making the agent unavailable and notifying
the Call Center manager.
REGister MessageThe ISDN message type used to initiate the
ASAI Set Value and Value Query capabilities.
RELease COMplete MessageThe ISDN message type used to complete
the ASAI Set Value and Value Query
capabilities.
Reorder ToneA fast-busy tone repeated 120 times a
minute, indicating that at least one of the
facilities required for a call, such as a trunk or
a digit transmitter, was not available when the
call was placed.
Ringback ToneThe audible signal heard at a calling
telephone to indicate that the called party is
being rung. In some contexts, ringback tone
does not mean that the called party is
receiving an audible signal.
RONARedirection on No Answer
ROSERemote Operations Service Element. A
CCITT and ISO standard that defines a
notation and services that support
interactions between the various entities that
make up a distributed application.
Send DTMF SignalsA feature that allows the DEFINITY switch to
generate DTMF tones on a talk path when
requested to do so by the adjunct application.
Sending EndpointFor the Send DTMF Digits feature, an
endpoint on whose behalf the DTMF signals
are sent. Also called ``sender.
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Skill Hunt GroupA hunt group for EAS (Expert Agent
Selection) that has the same attributes as a
vector-controlled split.
Simulated Bridged
AppearanceThe same as a temporary bridged
appearance. Allows the station user (usually
the principal) to bridge onto a call answered
by another party on its behalf.
SplitA group of agents organized to receive calls
in an efficient and cost-effective manner.
Split night serviceIf a hunt group does not operate for certain
hours, split night service provides the
capability of forwarding new calls to a night
destination but leaving the calls that are
currently in queue until they have been
handled. Night service for hunt groups allows
different hunt and ACD groups to go into night
service at different times. Night console
service can also be administered on a trunk-
group basis that has precedence over night
console service for hunt groups.
Split supervisorThe manager of an Automatic Call
Distribution (ACD) split who handles
supervisor-assist calls.
StaffedAn Automatic Call Distribution (ACD)
answering-position state indicating that the
agent is present and logged in.
Supervisor assistA feature that allows ACD agents to request
assistance from their supervisors. The agent
can confer with the supervisor, or transfer of
conference the call to the supervisor. Also
called ``agent assist.
Timed collectionDigit collection with a 10-second interdigit
time out. Every time a digit is received the
interdigit timeout is reset and the tone
detector/call prompter is disconnected if the
interdigit time out expires. The collect digits
vector command always executes timed
collection of digits.
TimeoutThe expiration of a preassigned time interval,
during which a specified condition persisted.
Timeout is normally associated with an
automatic action Ð for example, in
Loudspeaker Paging, after a timeout, the
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paging amplifiers and speakers are
automatically released.
TEGTerminating Extension Group
TACTrunk Access Code
To ControlThe action an application takes when it
invokes Third Party Call Control capabilities
using either an adjunct-control or a domain-
control association. 
See Controlled call.
To MonitorThe action an application takes when it
receives Event Reports on either an active-
notification, adjunct-control, or domain-control
association. 
See Monitored call.
TransferA feature that allows a multifunction (digital or
hybrid) telephone user to transfer a call by
pressing the Transfer button, which places
the current call on hold, calling or selecting
the appearance of a third party, and
completing the transfer by pressing the
Transfer button a second time.  Transfer may
also be done via FAC or ASAI.
Unmonitored domainA VDN, split, agent, or switch port not
specified as a monitored domain. 
See
Monitored domain.
UnstaffedAn Automatic Call Distribution (ACD)
answering-position state indicating that the
agent is not present.
User to User InformationAn ISDN Q.931 Information Element used to
carry user information transparently across an
ISDN network.  It is used by ASAI adjuncts to
associate calls with adjunct/caller information
during call routings and transfers.
UUIUser to User Information
VDNVector Directory Number
Vector commandA command used in call vectoring to specify
the treatment a call will receive.  Commands
include main or backup Automatic Call
Distribution (ACD) split queuing with priority
levels and inflow-threshold checking; delays
with specified feedback such as ringback,
music, silence, or announcements; collecting
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digits; routing to internal or external
destinations; and unconditional and
conditional branching.  Conditional branching
is based on call-handling conditions of the
ACD splits, collected digits, or on time of day
and day of the week. 
See also Vectors and
Vector step.
Vector-Controlled SplitA hunt group or ACD split administered with
the ``vector field enabled. Access to such a
split is only possible by dialing a VDN
extension.  Vector-Controlled Splits cannot be
Active Notification Domains.
Vector Directory Number
(VDN)An extension that provides access to the
Vectoring feature on the switch.  Vectoring
allows a customer to specify the treatment of
incoming calls based on the dialed number.
Or, an extension number that terminates at a
vector. Calls to the VDN are processed by the
vector to which the VDN points.  When used
with vectoring, the dialed number received by
the communications system to provide Dialed
Number Identification Service (DNIS) is the
VDN assigned for that service.
VectorsEasily programmed routing tables for
processing incoming calls that provide various
responses to the caller before the call is
answered or receives other treatment. 
See
also 
Call vectoring, Vector Directory
Number, Vector command, and Vector
step.
Vector stepOne of a series of steps processed
sequentially within a vector unless a step with
a Goto command or Stop command is
encountered or vector processing terminates.
A step consists of an action to be taken and
the information needed to complete the
action. 
See also Call vectoring, Vector
command, and Vectors.
Voice Response UnitAn adjunct product used to perform call
screening, redirection, and data collection
functions. 
See also CONVERSANT VIS.
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