ATT System 25 Reference Manual

							Calling Restrictions
Facility Access Restriction:
Any station may be denied dial access to the local CO and/or to all other
group). A station so restricted may only dial access those facilities via
Selection (ARS) feature.pooled facilities (as a
the Automatic Route
In addition, each trunk and Virtual Facility can be administered to allow or restrict dial access. If dial
access is restricted, the trunk or Virtual Facility may only be dial accessed via ARS.
ARS Restriction:
Special restrictions on each station may be imposed when the call is routed by the ARS feature.
Facility Restriction Levels (FRLs) are used to restrict access to trunk groups. A FRL is a single digit
(0, 1, 2, 3). A terminal assigned a FRL of 0 has the least privileges, a terminal assigned a FRL of 3,
the most. A FRL is also assigned to each route in each ARS routing pattern. The terminal’s FRL
must be equal to or greater than the route’s FRL in order to use that facility.
Considerations
Restrictions are used whenever it is necessary to restrict certain users from accessing designated
facilities. A typical application is to deny most stations dial access to all trunk groups. This forces
callers to use the ARS feature, which should result in reduced toll charges.
Interactions
The following features interact with Calling Restrictions:
Automatic Route Selection: The use of the ARS feature will not allow users to avoid restrictions.
Outward Restriction and Toll Restriction, when administered, can prevent calls originating at
associated voice terminals from routing via ARS. Facility access restrictions, however, are
circumvented.
Bridging of System Access Buttons: If a station goes off-hook on a Bridged Access (BA) button
and dials a number, the call is completed according to the bridging station’s restrictions and
characteristics, not those of the principal station’s.
Two bridging stations or a bridging station and its principal station can attempt to originate a call on
their corresponding System Access (SA) and BA buttons at the same time. This call is completed
according to the calling restrictions of the station that went off-hook first.
Callback Queuing: Restrictions in effect at the time a call is originated also apply to the retry
attempt.
Forwarding: When Forwarding to an outside station is initiated, the system will ensure that the
forwarding does not violate any calling restrictions applied to the forwarding station.
November 19952-89 
						

							Features and Services
Pooled Facility—Direct Access: Toll restricted stations receive their class of service toll
restrictions whet her a Direct Facility Access (FACILITY) button or a facility access code is used.
Personal Lines: Personal Lines are subject to the toll restriction options of the stations on which
they appear.
Remote Access: A barrier code class of restriction (COR) has the same parameters as the class of
service permissions associated with stations. A system-wide default COR must be administered for
use if barrier codes are disabled. Barrier code CORs override the default COR.
Repertory Dialing: A user cannot use Repertory Dialing to access a number that he/she is
restricted from dialing.
Speed Dialing: A user cannot use Speed Dialing to access a number that he/she is restricted from
dialing.
Transfer: A non-restricted user (typically the attendant) can transfer a CO trunk to an outward-
restricted or toll-restricted Class 1-4 station, giving the station outward service. The toll restriction
class of the transferring station will apply for calls placed over a transferred trunk. Class 5 stations
known as “Public Stations” cannot receive a transferred trunk with dial tone from a station with lower
class of toll restrictions. It keeps its Class 5 restriction. However, if one or more digits were dialed
before the transfer by the transferring station, the call can be completed by the Class 5 station. The
transferring station appears as the station of record in the SMDR.
Administration Requirements
Terminal Port:
l Restrict access to CO trunk pool (yes or no; default = no).
l Restrict access to all other trunk pools (yes or no; default = no).
l Restrict outward calls (yes or no; default = no).
l ARS Facility Restriction Level (Level Number 0-3; default = 3).
l Specify Toll Restriction Class (Class Number 1-5, none; default = none [not restricted]).
l Allow access to IXC+1 and IXC+011 (default = restrict)
Automatic Route Selection:
l Route Facility Restriction Levels.
Trunk Port:
l Allow dial access to this trunk (yes or no; default = yes).
l Is this a trunk with “Originating Line Screening” (yes or no; default = no).
System:
l Allow dial access to this virtual facility (yes or no; default = no).
2-90November 1995 
						

							Call Management System (CMS)
Call Management System (CMS)
Description
The Call Management System (CMS) is an automatic call distributor that directs specified
incoming calls to assigned “agents” for handling.
It also provides reports of CMS call traffic
and agent performance.The CMS has options and parameters that allow the system to be
tailored to the individual needs of specific businesses. The CMS consists of software, a
personal computer (PC) with a CMS interface card, voice announcement units (VAUs), and a
printer.
In a System 25 with CMS, some incoming trunks are assigned as CMS trunks (lines). The
CMS lines are organized into line groups according to the types of calls that are expected to
be received. One line group, for example, might carry calls made to a service department
number, while another group might be assigned to a sales department.
CMS agents are organized into teams called “splits.”Members of a particular split generally
answer one type of call.Each agent split is assigned to answer calls for one or more line
groups.
Each line group must be assigned a main split and may also be assigned a
secondary split (for high traffic period backup). Routing of calls to the secondary split is
called “intraflow.”
System 25 provides a new button feature, Agent Status for CMS, that is composed of four
button sub-types. One sub-type will be used for the CMS PC. The remaining three are used
on CMS agent stations to signal the following operational states:
l Logged Out—CMS station not available to receive CMS calls; this is the state an
agent enters, by pressing the LOGGED OUT button, when going off duty.
l Available—Ready to receive CMS calls; entered by pressing the AVAILABLE button.
l After-Call-Work (ACW)—Entered by pressing the ACW button so that the agent can
complete work on the latest call and not be interrupted by new CMS calls.
CMS has two modes, Night Service (distinct from System 25 Night Service) and Day Service.
When Night Service is active, CMS routes calls to a VAU and disconnects them after the
message is finished. When the system is in Day Service, a typical call receives the following
treatment:
l CMS looks for an available agent in the main split assigned to the line group.
l If agents are available, the call goes to the agent who has been idle the longest.
l If no agent is available, CMS connects the call to a VAU for a delay message. If an
agent becomes available while the message is playing, the call goes immediately to
the agent.
l If the “forced delay” option is on during Day Service, each call is connected to a
VAU and played the entire message before being connected to an agent, even if an
agent is available.
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							FEATURES AND SERVICES
l If no agent has become available by the end of the delay message, CMS puts the call
into the main split’s queue of waiting calls.If available on the System 25, Music-on-
Hold will be heard by these callers while they wait.
l As soon as an agent in the main split becomes available, CMS will transfer the call at
the front of the queue to the agent.
l If no agent in the main split becomes available, and the call at the front of the queue
has waited for a predetermined period, the call will be sent to an available agent in
the secondary split (if intraflow has been turned on and the secondary split has been
administered).
CMS provides a variety of reports that are available on a daily or cumulative (up to 3 months)
basis. The Events Log records up to 200 system events and exception conditions. In
addition, call traffic reports can be generated for the following:
l Individual Agents (by day or days)
l Splits (by hour or day)
l Line Groups (by hour or day)
l Line Sub-Groups (by hour or day).
CMS Support Features
Three additional features enhance the capability of CMS operations.
l Transfer-Into-Queue
Allows anyone on System 25, particularly an attendant, to transfer calls into a line
group. It also allows an agent to transfer a call to another line group. It is useful in
handling calls made to the wrong line group.Calls transferred in this way receive
priority treatment in the new line group.
l Service Monitoring
Enables a CMS supervisor to monitor an agent’s calls (without the knowledge of
agent or caller) or to join a call when an agent requests help. Service monitoring is
useful in the training of agents.The supervisor’s terminal requires a Personal Line
button for each CMS line to be monitored.
l Assist
Allows an agent to send a visual (LED) signal to the CMS supervisor to request
assistance. The existing System 25 Station-to-Station Message Waiting feature is
used for this purpose.An MSG WAIT button/status LED is required at both terminals
in each agent-to-supervisor link.
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							Call Management System (CMS)
Considerations
CMS is useful for businesses where particular groups or departments receive special types
of calls in high volumes.Members of such groups can be assigned to splits. Call
completion time is minimized; with calls going directly to a split, attendant assistance is not
required.
CMS has the following maximum capacities:
l 28 lines
l 4 line groups
l 28 lines in one group
l 28 agent positions
l 28 agents in one split.
The CMS supervisor can reassign agents to splits and splits to line groups without
interrupting service.
Interactions
Refer to the documentation supplied with the CMS for this information.
Administration Requirements
Refer to the documentation supplied with the CMS for this information.
Hardware Requirements
Refer to the documentation supplied with the CMS for this information.
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							FEATURES AND SERVICES
Call Progress Tones
Call Progress tones provide audible feedback on the status of calls during call setup. These
tones are heard through the handset or the headset or the speaker, if Speakerphone or HFAI
is activated.
l
l
l
l
l
l
l
l
l
l
lBusy Tone: A slow pulsed tone indicating that all facilities for answering the call are
in use.
Call Waiting/Camp-On Tone: A single or double burst of tone sent to a busy terminal
to notify the user that a call is waiting.A single tone indicates an inside call; a
double tone indicates an outside (trunk) call.
Call Waiting Ringback Tone (Special Ringback Tone): Standard ringback with a short
lower-pitched tone added at the end; indicates to the calling party that the called
party is busy but has been given Call Waiting tone.Call Waiting ringback is repeated
until the call is answered.
Confirmation Tone: Three short tones indicating that the system has accepted the
instruction entered.
Dequeuing Tone:Three short tones indicating that the called facility is now available
and that the call is being completed.
Dial Tone: A steady tone indicating that dialing or feature activation can begin.
Dialing Feedback: Indicates that a digit has been dialed.
Queuing Tone:Five short tones.Indicates that no facility is currently available to
place the call, but that the call has been put into a callback queue and will be
completed as soon as a facility becomes available.
Reorder Tone: A fast pulsed tone indicating that all trunks are busy, that a dialing
error has occurred, that the terminal is restricted from making this call, or that an
account code is required but has not been entered.
Ringback Tone, Normal: The tone heard by the calling party indicating that the called
station is ringing; repeated until the call is answered.
Ringback Tone, Special: (see Call Waiting Ringback Tone.)
For additional information, refer to “Tones” in Section 5.
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							Call Waiting
Call Waiting
Description
This feature allows a user at a busy voice terminal to be audibly alerted when another party
is calling. A voice terminal is considered busy if all its System Access (SA) buttons are in use
(multiline sets), if it is off-hook (single-line sets), and if all coverage points are busy.
With Call Waiting, the user hears a distinctive call waiting tone from the handset one time;
the caller hears special ringback tone, repeated. Calls from both inside stations and outside
locations (on non-DID trunks) receive call waiting treatment at stations administered for this
feature.
The called party who hears call waiting tone has these options:
l Ignore the new call and continue with the current call.
l Terminate the current call, hang up, and answer the new call when it rings.
l Put the current call on hold and answer the new call.
A user at a busy single-line terminal flashes the switchhook to hold the current call. Dialing
V 9 then connects the user to the new call.
At a multiline voice terminal with all SA buttons busy, the user can answer a waiting call on
an idle SA-Originate Only or Bridged Access (BA) button. After putting the current call on
hold (with the HOLD button), the user presses the SA-Originate Only or BA button and dials
V 9 to be connected.
Call waiting tone consists of one beep (high frequency tone) for an inside call or two beeps
for an outside call. Special ringback consists of normal ringback with a short separate tone
added at the end of each cycle. Special ringback continues until the called party answers.
Considerations
Call Waiting improves the chances of incoming calls to busy terminals being answered.
The caller must remain off-hook for a waiting call to be answered.
The Call Waiting feature also applies to calls extended to busy inside stations by attendants
(Camp-On). A busy extended-to party receives call waiting tone, and the caller receives
special ringback.The call returns to the console after a predefined interval if it is not
answered.
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							FEATURES AND SERVICES
Interactions
The following features interact with Call Waiting.
Attendant Camp-On: Trunk calls camped onto
over other waiting calls.a station by an attendant are given priority
Attendant Positions: Calls cannot wait at Direct Trunk Attendant Consoles and Switched
Loop Attendant Consoles.
Callback Queuing: If a station with automatic queuing calls a busy station with Call Waiting,
the calling station hears queuing
does not hear Call Waiting tone.
returned to the caller. A station
manually queue the call.
If the queued-for station dials the
waiting call will
Conference: A
call is already
completed.be dequeued.tone, not special ringback; furthermore, the called party
Call Waiting tone is heard only when special ringback is
without automatic queuing gets special ringback but can
Call Waiting pickup code V 9, the first off-hook queued or
call receiving special ringback can be part of a conference, unless
part of the conference. A waiting call counts as two confereesa queued
until it is
Data Stations: Data ports cannot be assigned Call Waiting.
Direct Inward Dialing (DID) Trunks: Incoming DID trunk calls do not wait at busy stations;
they receive busy tone.
Display: If a display station has Automatic Incoming Call Identification active, call waiting
tone is accompanied by an incoming call message flashed on the screen. The user cannot
inspect the message again, because all buttons are busy with other calls. When the user
answers a waiting call, the display updates to standard incoming call format.
Send All Calls: A busy station with Send All Calls activated will receive call waiting tones; the
caller will hear special ringback. If the busy station then goes on-hook, single-ring reminder
will not be given for that waiting call.
Station Hunting: If all members of a hunt group are busy and the originally-dialed station has
Call Waiting, the caller hears special ringback until the station becomes available to answer
the call.
Administration Requirements
Call Waiting is assigned on a per-station basis (yes or no; default = no).
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							Command Mode
Command Mode
This feature allows data terminal users to originate data and voice calls and change (or view)
their data port options.
(Refer also to the general description of the system’s data features in “Data Services
Overview”).
Command Mode supports digital data endpoints connected via Asynchronous Data Units
(ADUs) to ports on a Data Line CP (TN726). Command Mode also supports, with certain
restrictions, users of the STARLAN Interface Circuit Pack, ZTN84.
Command Mode is invoked from a data terminal in the idle (on-hook) mode by:
Terminal Optioned For AutobaudTerminal Not Optioned For Autobaud
Enter Break followed by ReturnEnter Break
The terminal then displays the Command Mode menu:


Menu items are chosen either by positioning the cursor under the desired item (by typing
“space” characters) and entering a Return, or by typing the upper-case character in the
menu field (e.g., type “D” to choose data terminal dialing or “O” to move to the options
sub-menu). Once a user has entered Command Mode, the terminal is considered off-hook
and busy to incoming calls until it returns to the idle mode.
 or :
Refer to the “Data Terminal Dialing” feature description for information on how to dial from
your terminal.Once a data call has been set up, either the “Disconnect/Recall Sequence”
(see the Permissible Options, Table 2-G) must be sent or  selected from the above
menu to terminate the data call and return to idle mode. If a data call is not answered, the
caller must disconnect by sending a Break.
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							FEATURES AND SERVICES
:
The data terminal user can originate a call for an on-premises source voice or data terminal
to a remote terminal by selecting  and dialing the required digits. Refer to the
“Third-party Call Setup” feature description for a complete description of this feature.
:
If the Command Mode menu item  is chosen, the terminal displays the data port’s
administered options.System default values for each option are also shown. The display
shown below is similar to what is actually presented on the screen. (See Tables 2-G and 2-
H) for additional information on options.)
OPTIONS
Speed (highest)
Parity
Mismatch
Local Echo
Answer Text
Connect Indication
Recall Sequence

CURRENT
9600
Even
Yes
Yes
Yes
Yes
Br-Br

The System Administrator can change options or can
DEFAULT
19200 (Auto)
Even
No
Yes
Yes
Yes
Br-Br

authorize data terminal users to
change their own options.Selection of  from the sub-menu shown above
allows the data terminal user to change the values in the 
CURRENT column. Refer to the
“User Changeable Options” feature description 
for complete information on this feature.
:
The  option can be used to terminate a connection to the data port. This option is
needed for AT&T STARLAN NETWORK endpoints to disconnect from a STARLAN Interface
CP through Command Mode. Accessing  provides the user with these options:
l—Do not hang up. Return to the top level of Command Mode.
l—Hang up (disconnected).
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