Lucent Technologies DEFINITY Business Communications System And GuestWorks Instructions Manual

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Video Solutions 
11-3 MultiPoint Conferencing Unit 
11
You control the conference via a desktop keypad that easily turns the system on 
or off, dials the call, adjusts the audio volume, selects the video source, and posi-
tions the camera. The camera in most models has an auto-focus lens, plus zoom, 
pan, and tilt capabilities that let users move the camera to follow conferees as 
they move around the room. Optional capabilities include remote control of the 
far-end camera and camera presets that let conferees set up to eight camera 
positions — four local and four remote — each accessible at the touch of a button.
An automatic feature of most Group Video System models is the use of a window 
(picture in a picture) for previewing, so you can see what your camera sees as 
well as what the far-end camera sees. The window also permits simultaneous 
viewing of far-end video and still-image graphics.
Group Video Systems are available in a variety of models that can accommodate 
an office, small meeting room, or even a spacious board room. All models have 
color monitors, with dual monitors available on most of them for simultaneous 
viewing of video and high-resolution still images. The systems available are as fol-
lows:
nPictureTel Venue
nPictureTel 4000ZX
nPictureTel Concorde 4500
nPictureTel 4200ZX
nSwiftsite 740/760/763
nPolycom 4000
nPolycom EX
nPolycom Viewstation 1287/512/MP/V.35/DCP (H.320 and H.323 video over 
IP)
nPolycom Showstation IP (H.320 and H.323 video over IP).
Telephone add-on is an option on all models. This enables you to add a voice con-
feree to the video conference. Other options include security encryption, 
freeze-frame graphics, and VCR recording — each providing additional benefits to 
your video conference.
The monitors can accommodate both the U.S. National Television System Com-
mittee (NTSC) standard and PAL, the European 625-line standard, providing glo-
bal compatibility for your visual communication needs.
MultiPoint Conferencing Unit
When connecting more than two video endpoints, you can use the MultiPoint 
Conferencing Unit to set up and conduct multipoint video conferences. This is a 
stand-alone unit that provides easy-to-use multilocation video conferencing. 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Video Solutions 
11-4 MultiPoint Conferencing Unit 
11
The MultiPoint Conferencing Unit can operate behind the system or can be 
directly connected to the network. The MultiPoint Conferencing Unit can support 
up to 96 ports. Those ports can then be used to connect multiple video end points, 
either Group Video System or Desktop Conferencing Systems (H.320 or H.323), 
in a multipoint conference. Group Video Systems can be linked at speeds from 56 
kbps to full T-1. 
The MultiPoint Conferencing Unit uses the ITU-T H.320 and H.323 video confer-
encing standard to connect the video endpoints, assuring compatibility with other 
video endpoints that conform to the standard. In addition to compatibility, the 
H.320 and H.323 standards ensure a common level of visual, graphics, and audio 
quality that will satisfy your visual communication requirements.
The MultiPoint Conferencing Unit is built on the DEFINITY architecture, and is 
available in SCC or MCC hardware configurations. The MultiPoint Conferencing 
Unit sits in its own carrier and takes up approximately the same space as a sin-
gle-carrier cabinet. Designed for growth, the MultiPoint Conferencing Unit’s archi-
tecture allows you to add additional circuit packs and carriers as needed.
With the MultiPoint Conferencing Unit, multipoint video conferences are easy to 
set up, operate, and manage. You can use the reservation software provided with 
the MultiPoint Conferencing Unit, available through the management terminal or 
through the optional Conference Reservation and Control System.
You can assign a number to each conference participant and set up the MultiPoint 
Conferencing Unit to link the video endpoints at the designated time. Calls can 
also be initiated through the Meet-Me function, allowing participants to dial into 
their call using a preassigned telephone number. The MultiPoint Conferencing 
Unit can also be programmed to dial-out to the video endpoints at a designated 
time.
The MultiPoint Conferencing Unit also supports dedicated multipoint conferenc-
ing. Your video conference users that require regular and frequent access to mul-
tipoint video conferences can be assured of system access as required.
The Universal Conference Control (UCC) feature allows the end-user to control a 
video conference from their desktop. 
						

							Hunt Group Solutions 
12-1 Overview 
12
DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
12
Hunt Group Solutions
Overview
DEFINITY hunt group applications are designed to efficiently connect each caller 
with an agent best suited to serve that caller. The system begins the process by 
capturing information about the caller even before the call is routed. That 
information is integrated with existing databases (see Chapter 6, 
Computer-Telephone Integration Solutions), and the combined data is used to 
assist the agent in call handling. Additional features politely keep callers who are 
waiting in queue (a holding place for incoming calls) informed about how long it 
will probably take to process the call. Detailed call statistics are constantly 
available to agents and supervisors.
Calls coming into your hunt groups are queued up and routed based on informa-
tion that the system continually acquires. Each of your customers can be pre-
sented with a variety of options for leaving a voice message, leaving a fax, or 
monitoring the status of his or her call.
This section describes the hunt group capabilities:
nAutomatic Call Distribution, which manages call traffic and work flow.
nCall Vectoring, which allows managers to create controlled routing 
scenarios that give each caller the best possible service at the least cost.
nCall Prompting, which allows you to handle incoming calls based on digits 
entered by the calling party.
nBasic Call Management System, which provides reports on the measured 
hunt groups, also know as “splits.” 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Hunt Group Solutions 
12-2 Automatic Call Distribution 
12
The system provides an applications platform that consists of several elements. 
When these elements are integrated to meet your business requirements, you will 
have the advanced call distribution and management capabilities that will deliver 
the performance and growth necessary for your business success.
NOTE:
Some applications and products are unavailable in some countries. Please 
check with your local distributor for further information about which features 
and applications are available to you.
Automatic Call Distribution
If your company has groups (such as reservations, sales, billing, or customer 
service) that handle incoming calls, you can benefit by using the system’s 
automatic call distribution (ACD) capabilities. ACD is the basic building block for 
the hunt group applications.
ACD offers you a method for distributing incoming calls efficiently and equitably 
among available agents. In an ACD environment, agents are assigned to splits 
where all agents in that split typically handle the same types of calls. With ACD, 
incoming calls can be directed to the first idle, most idle, or next idle agent within 
the split to receive a call (circular hunting).
nWith first idle agent, incoming calls always start with the first agent in the 
hunt group. If the first agent is busy, the call goes to the second agent. 
When the first agent becomes idle, the next call goes back to that first 
agent. This hunting scheme does not spread the calls evenly over all 
agents.
nWith most idle agent distribution, an incoming call is routed to the agent 
who has been available for the longest time, resulting in balanced 
workloads for agents. 
nWith circular hunting, the system keeps track of the last extension in the 
split to which a call was connected, such that when the next incoming call 
arrives, the system can determine the next idle agent in the circular hunt 
group. Extensions in the hunt group that are busy are skipped, and the next 
idle extension within the hunt group is selected regardless of past call 
history. The caller could hear a busy tone if all extensions in the split are 
busy and no type of call coverage has been designated.
DEFINITY BCS and GuestWorks supports a maximum of 150 logged-in agents, 
with agents being part of up to four different splits. Each split has associated 
trunks, stations, recordings, and queues. You can link a telephone number to an 
ACD split by associating a published number (often an 800 or 888 toll-free num-
ber) with the split’s extension number. 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Hunt Group Solutions 
12-3 Automatic Call Distribution 
12
In Figure 12-1, Split A receives calls only when agents are available, since Split A 
has no queue. Calls to Split B can be queued while agents are unavailable, and 
redirected to Split C if not answered within an administered time. Calls to Split C 
are redirected to voice mail if they are not answered within an administered time.
Figure 12-1. An Example of Automatic Call Distribution
The system places all Automatic Call Distribution calls into a queue. Each call 
stays in the queue until an agent becomes available, until an optional timed inter-
val expires, or until the caller hangs up. If the call has not been answered after an 
administrable period of time, an announcement can be played for queued callers. 
The call can then be connected to music to let the caller know that the call has not 
been dropped. The call can be sent to a coverage path, or it can be connected to 
another announcement.1) DEFINITY BCS/GuestWorks 5) Split C: General Information
2) Incoming Lines 6) Queues
3) Split A: Business Travel 7) Call Coverage to Split C
4) Split B: Personal Travel 8) Voice Mail 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Hunt Group Solutions 
12-4 Automatic Call Distribution 
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You can set a maximum queue length in a group to anywhere from 0 to 200 calls 
(csi/si) or 0 to 999 (r), and you can establish a queue warning level. If the preset 
maximum queue length is reached, additional incoming calls are redirected to a 
call-coverage path (ensuring that calls are routed to an extension that will answer 
the call), or are given a busy signal. A priority-queuing feature allows you to desig-
nate which calls should receive priority; these calls override the standard first-in 
first-out queuing pattern.
Two features provide for redirection of ACD calls:
nIntraflow allows an ACD call to be redirected from one split to another 
through coverage paths that are assigned to determine call redirection 
criteria.
nInterflow allows new calls in a split’s queue to overflow and be sent to 
another ACD split on another system using the Call Forwarding All Calls 
feature. Interflow can be useful during the evening, during peak operation 
times, or at other times when agents are unavailable.
NOTE:
This feature is not related to the Look-Ahead Interflow feature. The 
Look-Ahead Interflow feature is not supported on DEFINITY BCS nor 
GuestWorks.
ACD agents can use any model of telephone, but it is recommended that they use 
multiappearance telephones with an adequate number of feature buttons. A num-
ber of special ACD features can be assigned to their telephones to enable them to 
perform their jobs more effectively.
Additional features give your company even more options when using ACD:
nQueue-Status uses button lamps and telephone displays to indicate call 
status for calls waiting in an ACD queue. The status is available on 
telephones with a digital display. Queue-status can also display how long 
the oldest call has been waiting.
nDialed-Number Identification Service allows agents to identify (via display 
telephones) the purpose of each incoming call and to greet the caller 
appropriately.
nEach agent can be logged in to as many as four splits at a time. However, 
an agent can be active on calls for only three splits at any one time.
nMalicious Call Trace allows you to designate stations that can trace 
emergency or threatening calls. When an agent receives a malicious call, 
the agent presses the Malicious Call Trace button. The system gathers 
trace information and connects a customer-provided voice recorder to the 
call (via an auxiliary trunk circuit). All equipment used to complete the call 
is held active (the call cannot be disconnected) until the feature is 
deactivated.
nRedirection on No Answer allows an unanswered, ringing call to be 
redirected to an ACD queue or to a vector directory number after an 
administered interval. The agent position will also be taken out of service. 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Hunt Group Solutions 
12-5 Call Vectoring 
12
Call Vectoring
Call Vectoring is a versatile method of routing incoming calls that can be 
combined with Automatic Call Distribution for maximum benefit and split 
efficiency. A call vector is a series of call-processing steps (such as providing 
ringing tones, busy tones, music, announcements, and queuing the call to an 
Automatic Call Distribution split) that define how calls are handled and routed. The 
steps, which contain vector commands, determine the type of processing that 
specific calls will receive.
Vector commands may direct calls to on-premises or off-premises destinations 
(
route-to command), to any split (goto command), or to a specific call treatment 
such as an announcement, forced disconnect, forced busy, or music.
With combinations of different vector commands, incoming callers can be treated 
differently depending on the time or day of the call, the importance of the call, or 
other criteria. The system can route incoming callers to different vectors (10 for 
csi/si, 20 for r). Each vector can have up to 32 commands. The system also allows 
vectors to be linked via the “Go to Vector” command.
Vector Directory Numbers and Vectors
Calls access vectors using Vector Directory Numbers (VDNs). A Vector Directory 
Number is a “soft” extension number that is not assigned to a physical equipment 
location. A Vector Directory Number has several properties that are administered 
by the system manager and that include the extension number, Vector Directory 
Number name, class of restriction, display override, and the vector number 
associated with the Vector Directory Number.
Access to a Vector Directory Number may occur in many ways. Since a Vector 
Directory Number is an extension, it can be accessed in almost any way that an 
extension can be accessed.
Each Vector Directory Number maps to one vector. However, several Vector 
Directory Numbers may map to the same vector.
When answering a call, the agent will see the information (such as the name) 
associated with the Vector Directory Number on the telephone display and can 
respond to the call with knowledge of the dialed number. This operation provides 
Dialed-Number Identification Service, allowing the agent to identify the purpose of 
the incoming call. 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Hunt Group Solutions 
12-6 Call Vectoring 
12
Applications
There are many different applications for Call Vectoring. However, Call Vectoring 
is used primarily to handle the call activity of Automatic Call Distribution splits. Call 
Vectoring can also manage a queue by keeping calls queued in up to three splits 
(with four different priority levels) while also providing a series of other processing 
options. Descriptions of other common applications follow.
Special Treatment for Selected Callers
For example, calls from preferred credit card customers may receive priority 
treatment, but they do not have to be handled by a separate split. Agents in the 
same split can handle both preferred customers and all other customers. Calls to 
different Vector Directory Numbers (and vectors) can queue to different priority 
levels, with preferred customers having top priority. This means that when all 
agents are busy in this split, calls from preferred customers would go to the top of 
the queue ahead of other callers already in the queue.
Night Treatment
During non-business hours, the call vector could route calls to a specified 
destination such as an announcement and then disconnect the call. During 
business hours, the vector could queue calls to splits for connections with agents. 
All of this can be accomplished automatically without any intervention by the split 
supervisor.
Attendant Vectoring
With Attendant Vectoring, a highly flexible approach for managing incoming calls 
to an attendant is available. For example, with current night service operation, 
calls redirected from the attendant console to a night station can only ring at that 
station and will not follow any coverage path. With Attendant Vectoring, night 
service calls will follow the coverage path of the night station. The coverage path 
could go to another station, and then eventually to a voice mail system. The caller 
can then leave a message that can be retrieved and acted upon.
Off-loading of Periodic Excess Calls
A vector can check conditions in the targeted split, such as the number of calls 
already in queue. If the number is above a certain threshold, the vector bypasses 
that split and routes the call to another split, or the vector can return a busy signal. 
However, if the number is below the threshold, the vector queues the call to that 
split. 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Hunt Group Solutions 
12-7 Call Prompting 
12
Information Announcements
for the Calling Party
The human intervention needed to distribute common messages can be 
minimized with information announcements. People with a common interest can 
be instructed to call a specific number (a Vector Directory Number) that connects 
to a specific announcement vector, which routes callers to a voice messaging 
system or to an integrated announcement circuit pack in the system.
Call Prompting
Call Prompting, an integrated subset of Call Vectoring, may be used in various 
applications to enhance call handling based on information collected from the 
calling party. Call Prompting uses Call Vectoring commands to route calls based 
on the information collected. It allows you to solicit and provide information to 
incoming callers who are in queue without causing them to lose their place in 
queue. The following describes four applications for Call Prompting:
nAutomated attendant — Allows the calling party to enter the number of any 
extension on the system. The call is then routed to the extension. This 
allows you to reduce cost by reducing the need for live attendants.
nDIVA (data in/voice answer) — Allows the calling party to hear selected 
announcements based on the digits that he or she enters. This may be 
used for applications such as an audio bulletin board.
nData collection — Allows the calling party to enter data that can then be 
used by a host computer application to assist in call handling. For example, 
this data may be the calling party’s account number, which could be used 
to support an inquiry/response application.
nSplit messaging — Gives the calling party the option of leaving a message 
or waiting in queue for an agent. This may be used for an on-line order 
entry system or to further automate an incoming-split operation.
Basic Call Management System
The Basic Call Management System (BCMS), an integrated, internal capability, is 
a cost-effective solution that a small business can use to monitor the effectiveness 
of its call receipt groups. BCMS helps you fine tune your operation by providing 
reports with the data necessary to measure the performance of your agents. 
BCMS is ideal for companies that need call management features but do not 
require the same capacities available with the larger DEFINITY ECS Call Center 
applications. BCMS collects up to seven days of call data.
The switch supports a maximum of 150 logged-in ACD agents. Of those 150 
agents, a maximum of 25 agents can be measured by BCMS. However, measure-
ments are collected on a per-hunt-group basis, not a per-agent basis, and up to 
five hunt groups can be designated for measurement by BCMS. This means that 
whether you designate one hunt group or five hunt groups as being inter- 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Hunt Group Solutions 
12-8 DEFINITY Extender 
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nally-measured by BCMS, no more than 25 agents can log in to those hunt groups 
at any one time. The other 125 agents can log in to other hunt groups as long as 
they are not designated for measurement by BCMS.
BCMS provides various measurements for monitoring the operations of an ACD 
application. The software organizes ACD calls and split measurements into func-
tionally different reports that supply information useful for managing ACD facilities 
and personnel. The reports can be displayed on the system administration termi-
nal, printed while viewing the report, or scheduled for printing at a later time via 
the Report Scheduler feature.
The following are the types of reports that can be generated:
nReal-time reports
— Split Status
—System Status
— Vector Directory Number Status.
nHistorical reports
— Agent
— Agent Summary
—Split
—Split Summary
—Trunk Group
— Trunk Group Summary
— Vector Directory Number
— Vector Directory Number Summary.
DEFINITY Extender
The DEFINITY Extender allows your agents to work from home. With DEFINITY 
Extender, agents can use display telephones from home and work exactly as they 
would in an office. See Chapter 13, Telecommuting Solutions,
 for more 
information about the DEFINITY Extender.