GTE Omni Si Database Technical Practices Issue 1 Manual
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TL-130100-10010)Time Changes. This field consists of one hexadecimal character (O-F) to record the number of time-change records generated while the call was in progress. This indicates that the call duration must be adjusted by the amount of time shown on the time-change record. This value does not return to zero but remains at F if that number is reached. 04SCC Flag. Indicates if an SCC was used (1 bit 0 = no, 1 = yes). (4Call Forward. Indicates if the call was forwarded (1 bit 0 = no,1= yes). (w)Facility Restriction Level. Indicates Facility Restriction Level used in call (hex character O-7). 00Number of FRL Authorization Code Digits. Indicates how many FRL Authorization Code Digits are in the next field (0, or 4-7 hex). (Y)FRL Authorization Code. Indicates Authorization Code used to change Facility Restriction Level (4-7 binary code decimal digits). Time-Change Record. A Time-Change Record (Figure 6.9) is made whenever the date or time in the system memory is adjusted. A time-change record is inserted with other call records in a call-record block in the proper time sequence. Records preceding a time-change record are not affected by the time change. The off-line processor is required to adjust any call records affected by a time change. The length of the time-change record is 49 bytes. The time-change record block consists of the following specific data fields: (4Record Identifier. This field consists of two characters that indicate the start of a new record and identify it as a time-change record. The identifier is (alpha, alpha). tb)Previous Date. This field consists of six characters to record the date before it was changed. (c)Previous Time. This field consists of six characters to record the time before it was changed. (d)Adjusted Date. This field consists of six characters to record the new date. te)Adjusted Time. This field consists of six characters to record the new time. This is used in conjunction with the previous time to calculate the duration of calls in progress when the time change record was generated. 5210 8l87O-257
***t*******t**(*t**.~**** * BYTEDESCRIPTIONl l **************t********* I1; IRECORD IDI II II IPREVIOUS DATEI II I 2YEARi YEARI4II I, 3MONTH ; MONTHI II I II 4DAY1 DAYI I II ;PREVIOUS TIMEII-; 5 HOURiI; HOURI IIII 6MINUTE; MINUTEI I IiI7SECONDSi SECONDSI iADJUSTED DATEIII II IIiII 8YEAR ; YEARiI II IMONTH i MONTHII gI II I, 10 DAYi DAYII I iIPREVIOUS TIMEI1i: 11 HOURIiI HOURIIII ; 12 MINUTE: MINUTEI I1 iSECONDS iII 135ECON DSI I II ITHE NEXT 36 BYTES/CALL RECORD16 TOTAL = 49 BYTES/CALL RECORD -TL-130100-1001 I IFigure 6.9 Time-Change Record Format O-258 81875210
TL-130100-10016.3.7Engineering Applications (a)Hardware. No additional hardware is required for the SI system MDR option. @IOutput Device Speed.Considerations. When selecting the speed for the output device from port 0 and port 1, the amount of traffic being handled by the system must be considered. The MDR file is capable of buffering a fixed amount of call-record blocks, beyond which the information is completely lost for additional calls. Thus, the worst case peak traffic must be considered, along with the work group screening options and the trunk group screening options. These factors will determine the probability of losing a call-record block. The MDR file is capable of buffering 300 call-record blocks. As each call record is output from the system, an additional call-record block can be generated and the data saved for output. If, however, 300 call-record blocks are already in use at the time another call-record block is generated, the data in that block will be lost for output to that port. The speed of the TTY or other output receiving device must therefore be chosen so that call-record blocks are not lost. NOTE:When a call-record block is lost, no indication of the loss is provided nor is there any means of recovering the lost data. 6.3.8Call Accounting for OMNI SI With PD-200 Data SwitchThe accounting information for voice calls is processed by MDR software in the MDR processor for SI. X.25 data call records (Figure 6.10) are generated, maintained, updated, and processed by the data accounting software in the ADMP. Depending on the switch configuration, the call record output to the terminal is provided as follows: (a)Port0 =ASCII (record by record). WPort 1 = Binary output in blocks of 11 call records to remote station via RS-232. Cc)Port 1 output, in the same format, can be transferred via an APM. 6.3.9Data/Voice Switch Interface for MDR Voice call records can be sent from MDR Port 1 through an APM to a remote terminal or computer for further processing. The format of MDR Port 1 output is shown in Figure 6.6. 52108187o-259
TL-130100-1001 r**********t********** ’ BYTEDESCRIPTION*r*********************RECORD ID 0 LENGTH INDICATORI I 1CALLING LENGTH ; CALLED LENGTHI IICALLED ADDRESSI ! 24SOURCE TO DESTINATION PACKET COUNT!r1I 25SOURCE TO DESTINATION PACKET COUNT,1tI 26SOURCE TO DESTINATION PACKET COUNT1 ’ 27DESTINATION TO SOURCE PACKET COUNT; III 28DESTINATION TO SOURCE PACKET COUNTl I2DIGIT 0IDIGIT 1I’ 3DIGIT2IDIGIT 3iIII14DIGIT4IDIGIT 5I1 29DESTINATION TO SOURCE PACKET COUNTl-~; 30CALL IDENTIFIERI I r1 I 31CALL IDENTIFIERI WHOCLEAREDCALL li 5 DIGIT 6;DIGIT 7iI 6DIGIT8I IDIGIT 9III1I7DIGIT10IDIGIT11IIII1BDIGIT12IDIGIT13I ! 32CLOSED USER GROUPI : 33ICLOSED USER GROUPI III I CALLING ADDRESSI II419DIGIT 0IDIGIT1I I ;10DIGIT 2IDIGIT3I I I1 I 11DIGIT4IDIGIT5, i 34CLOSED USER GROUPIIJ IDATE OF ANSWERI I I ‘, 351YEARIYEARI ! 36MONTHIMONTHI I 12IIDIGIT 6IDIGIT 7I; 37IDAYDAYI I I ITIME OF ANSWERI! 13DIGIT 8IDIGIT 9I ’ 38HOURiHOURi II ; 39MINUTEIIMINUTEIrIII 40SECONDSISECONDSItIICALL DURATIONI II III I14DIGIT10IDIGIT11II1II15DIGIT12IDIGIT13I I I 16CALLED PORTI I 17ICALLED PORTItI1 18CALLING PORTI1I 19CALLING PORTI I ; 41IHOURIHOURI i 42MINUTEIMINUTEiIII 20CALL REQUEST FACILITIESI II 1 21CALL ACCEPT FACILITIESI I ’ 22CLEARING CAUSEI :I I I23 CLEARING DIAGNOSTICI iI 43SECONDSI ISECONDS 1II II 44#MIDNIGHTSITIME CHANGES I Figure 6.10 X.25 Call Record Format O-26081875210
TL-130100-10017.0ACD PROCEDURES FOR STANDARD TELEPHONEA standard telephone station instrument may be used as an Automatic Call Distribution (ACD) station. The procedures listed below will demonstrate how to use a standard telephone for ACD application. 7.1Preparing for Service STEPOPERATIONRESULT 1Go off-hook. (a) Position is placed into the outgoing state. (b) Dial tone is heard. 2Dial the staff access code.Position is staffed, and confirmation tone is heard. 7.2Emergency Service/Supervisory Assistance STEPOPERATIONRESULT 1Perform a hookswitch flash.(a) System returns distinctive dial tone. (b) Caller is placed on hold. 2Dial emergency service or supervisory assistance access code.(a) System sends appropriate message to supervisory instrument. (b) Agent hears confirmation tone and is returned to the caller. 3Supervisor monitors call. 7.3Bad Line Service STEPOPERATIONRESULT 1Perform a hookswitch flash.(a) System returns distinctive dial tone. (b) Caller is placed on hold. 2Dial bad line access code.(a) System records the line information. (b) Agent hears confirmation tone and is returned to the caller. 52108187O-261
TL-130100-I 0017.4PABX Features STEPOPERATION RESULT 1Perform a hookswitch flash.(a) System returns distinctive dial tone. (b) Caller is placed on hold. 2Dial PABX feature code desired.NOTE: This procedure permits access to the features previously described in this section. 7.5 Unstaffing the ACD STEP OPERATIONRESULT 1Check that line is not active. 2Perform hookswitch flash.System returns regular dial tone. 3Dial the unstaffed access code.NOTE: If distinctive dial tone is heard, an incoming call was put on hold due to a glare condition. You must perform a hookswitch flash to get the caller back. 4Dial the unstaffed access code.(a) System returns confirmation tone. (b) Position is placed into the unstaffed position. 5Go on-hook.7.6Answering an Incoming ACD Call STEP OPERATIONRESULT 1A call is placed to the agent position.Alerting tone heard. 2Answer the calling party with an appropriate phrase and providethe necessary assistance. 3When no further assistance is(a) Caller is disconnected. required, go on-hook.(b) Position is placed into the work state.I O-26281875210
TL-130100-1001 STEPOPERATION RESULT4Perform the necessary off-line work. 5When no further work is required, go off-hook.Position is staffed and ready. 7.7Placing an ACD Call (Standard Telephone) STEP OPERATIONRESULT 1Check that line is not active. 2Perform a hookswitch flash.System returns regular dial tone. NOTE:If distinctive dial tone is heard, an incoming call was put on hold due to a glare condition. The agent must perform a hookswitch flash to get the caller back. Refer to paragraph 7.6. 3Key necessary digits. 4Handle the call. 5When call is complete, go on-hook.Called party is disconnected. 6To ready the position, (a) Go off-hook. (b) Perform a hookswitch flash.System returns regular dial tone. Position is placed in a ready condition. 5210 7.8Parking a Call An agent parks a call by flashing and dialing a destination. The destination may be an agent group pilot number, or the line-l directory number of another agent. When the parked-to agent becomes available, the parked party will automatically be connected. A park timer provides a predetermined length of time that a call may be parked. If the call times out, it is queued to the parked-to agent group delay queue. At this point, the next available agent in the group will receive the call. 8l87O-263
TL-130100-10017.9Agent Call Hold/ConsultationThe agent places a call on hold by flashing, then keying the station call hold access code. After receiving the feature confirmation tone, the agent is automatically placed into the outgoing state. The agent may then opt to go into a work state, key the pilot number of an agent group or key the directory number of an agent or station consultation. Additional consultation calls can be made by releasing from the previous call and going into the outgoing state.To return to the held call: the agent becomes available, the call alerting tone is received and the held call automatically terminates to the agent’s line-l. The agent call hold timer provides a predetermined length of time that the call is held. The first time a call times out, the agent hears a burst of tone and the call is requeued to that agent. If the call times out a second time, it is requeued to that agent group delay queue. At this point, the next available agent in the group receives the call. 5210
TL-130100-1001 8.0CAS/ACD AGENT INSTRUMENT (PACET) PROCEDURES The following provides the procedures for processing agent-related features.8.1Preparing the Agent Instrument for Service 8.1.1For CAS Main Service STEPOPERATIONRESULT 1Plug handset/headset into AgentLED off. Instrument. 2Depress Message WaitingREADY LED on. pushbutton. 3Depress POS STAFF pushbutton.POS STAFF LED on. NOTE:Message clear LED will be on when system first loads. 8.1.2For ACD Service STEPOPERATIONRESULT 1Plug handsevheadset into AgentAll LEDs off. Instrument. 2Depress Message WaitingREADY LED on. pushbutton. 3Depress POS STAFF (ACD)POS STAFF (ACD) LED on. pushbutton. 4Depress READY (ACD) pushbutton.READY (ACD) LED on. NOTE:Message clear LED will be on when system first loads. 8.2Answering Incoming Line-l Call 8.2.1As a CAS Main STEP OPERATIONRESULT 1Incoming call received.(a) Alerting tone heard. 5210 8187O-265
- -TL-130100-1001 . STEPOPERATION RESULT (b) The left portion of display indicatescalling source, e.g., “TOYS 252”. (c) LINE 1 and RLS LEDs on. 2Answer calling party and provide necessary assistance. 3Depress RLS pushbutton to releasecall.(a) LINE 1 and RLS LEDs off. (b) Left portion of display is cleared. (c) If lit, the BAD LINE, SUPR ASST, or EMER LED off. (d) If line 2 is on hold, POS STAFF LED off. 8.2.2As an ACDII I STEPOPERATION RESULTI II 1Incoming call received.(a) Alerting tone heard. (b) Left portion of display indicates source,e.g., “TOYS 252”. (c) LINE 1 and RLS LEDs on. (d) READY (ACD) LED off. 2Answer calling party and provide necessary assistance. 3When no further assistance is required, depress RLS pushbuttonto release call. (a) LINE 1 LED off. (b) Left portion of display cleared. (c) If lit, BAD LINE, SUPR ASST (AGT), or EMER (AGT) LED goes off. (d) RLS LED off. 4Perform necessary off-line work. 5Depress READY (ACD) pushbuttonwhen work is complete.READY (ACD) LED on. C-266 81875210