Lucent Technologies DEFINITY Business Communications System And GuestWorks Instructions Manual

							Telecommuting Solutions 
13-1 Overview 
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Telecommuting Solutions
Overview
Lucent Technologies research, supported by industry studies, shows that 
telecommuters are generally 15 to 30 percent more productive when they work at 
home. They convert travel time into productive work time, are less likely to be 
distracted by normal office routines, and frequently end up working longer hours 
with greater output. During severe weather, they can continue working when 
others cannot.
Special system modules are available for telecommuting. In addition, many stan-
dard system and voice messaging features work well for telecommuters.
NOTE:
Some features and solutions are unavailable in some countries. Please 
contact your local account manager or authorized Lucent Technologies 
representative for further information about which features and solutions are 
available to you.
Coverage of Calls Redirected Off-Net
Coverage of Calls Redirected Off-Net (CCRON) allows calls that have been 
redirected to locations outside of the switch to return to the switch for further 
processing. For example, an employee that telecommutes can have two coverage 
paths. One coverage path is used when in the office and the other coverage path 
is used when working from home. The coverage path used from home would have 
a call to the employee’s work phone cover to his or her home phone. If the 
employee does not answer the call or is busy on another call, the call is redirected 
back to the switch for further processing, such as coverage to voice mail. 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
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DEFINITY Extender
DEFINITY Extender allows you to use a fully functional DCP telephone at a 
remote location. The telephone looks and performs exactly as if it were directly 
connected to your office system.
The system uses a module at the switch and a module at the remote location to 
provide full service. For residential applications, the Extender supports the 603E 
DCP telephone. For business applications, the Extender supports the 6408D+, 
6416D+, 6416D+M, 6424D+, 6424D+M, TransTalk 9031, and 603E DCP tele-
phones. Since these DCP phones have displays, the system works well for agents 
working from home or in a branch office. A dial-in number and password makes 
the system reasonably secure from unauthorized use.
Lucent Technologies Telecommuter Module
Lucent Technologies Telecommuter Module is a lower-end telecommuting solution 
that is ideal for telecommuters who are not necessarily hunt group agents. 
Incoming calls are redirected to the telecommuter’s home number and redirected 
back to call coverage (voice messaging or an attendant) if the telecommuter is 
busy or unavailable. The seamless connections give the caller the impression that 
the telecommuter is actually in the office. 
The module makes the power of the system available to telecommuters from any 
touch-tone phone. They can do the following:
nTransfer a call.
nSet up a conference call.
nUse abbreviated dialing.
nPlace long-distance calls.
nReceive, leave, and retrieve voice messages.
Telecommuters need not always be at a fixed location, as the target telephone 
number is easily changed. The modules can be reprogrammed to accommodate 
different users as well. The module can be set up in two modes:
nPer Session Mode (intensive calling requirements), in which a continuous 
link is maintained between the telecommuter’s phone and the office 
system. It eliminates the need to log in and log out when making calls. The 
telecommuter’s phone is continuously off-hook, and incoming calls are 
indicated by a distinctive tone. 
nPer Call Mode (moderate calling requirements), in which the employee 
must log in to make calls or use system features. The module rings the 
telecommuter’s phone when incoming calls arrive, using a distinctive tone. 
This allows the employee to distinguish between business and personal 
calls so he or she can answer appropriately. 
						

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Each module can be shared by as many as 25 users (though only one may be 
logged on at any one time). Several security features make it difficult for the sys-
tem to be abused by hackers.
Personal Station Access
Personal Station Access is a “hoteling” feature that allows you to apply your 
telephone station preferences and permissions to any compatible telephone. This 
includes the definition of terminal buttons, abbreviated dial lists, and 
Class-of-Service and Class-of-Restrictions permissions. It can be used on-site or 
off-site (with DEFINITY Extender). This would allow several employees to share 
the same office on different days of the week, with each employee making the 
shared telephone “theirs” for the day. Remote use requires DEFINITY Extender 
(described on page 13-2
).
NOTE:
Personal Station Access can also be used with the system as a lock and key 
to prevent unauthorized access.
Station Security Codes
Station Security Codes protect access to telephone stations. Now these codes 
can be changed by the telephone users. This allows you to easily ensure 
protection of your telephone features.
All of these features are described in detail in the 
DEFINITY® ECS Administrator’s 
Guide, 
under the following feature names:
nCall Coverage
nCall Forwarding
nPersonal Station Access
nStation Security Codes.
AUDIX features for telecommuting
The following DEFINITY AUDIX and INTUITY AUDIX features are useful for 
telecommuting:
nMultiple Personal Greetings allow subscribers to prepare a pool of up to 
nine personal greetings to save time and provide more personal customer 
service. Separate messages can indicate that the subscriber is on the 
phone, away from the desk, on vacation, or otherwise unavailable to talk. 
Different messages also can apply to internal, external, or after-hours calls.
nOutcalling automatically dials a prearranged phone number or pager when 
messages are received in a user’s mailbox. The system tells whoever 
answers that messages have been received. 
						

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nPriority Outcalling provides outcalling notification of priority messages only. 
This allows the telecommuter to be relatively undisturbed by notifications of 
messages that do not require immediate attention.
nCall Answering for Nonresident Subscribers provides AUDIX System 
mailboxes for users who do not have an extension number on the system.
For example, when working at home, you set up Priority Outcalling so the system 
will call you when you have important messages. Then you activate a personal 
greeting that says something like, “Thanks for calling. I’m working away from the 
office today. I’ll be checking voice mail periodically, so please leave a message. If 
your message is urgent, press 2 after recording it. This will give your message pri-
ority status. The system will notify me of your priority message almost immedi-
ately.” 
						

							System Management Solutions 
14-1 Overview 
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System Management Solutions
Overview
DEFINITY BCS and GuestWorks are digital communications systems that can 
meet your most demanding voice and data requirements. But what about 
managing this powerful system? Managing a system was once a formidable task, 
requiring specially trained administrators who could operate complex 
programming tools. But, as the capabilities of systems become more 
sophisticated, so too have the demands placed on the tools used to administer 
them.
The system offers a variety of easy-to-use modular tools for managing your 
system. Whether your system is small or large, straightforward or sophisticated, 
or somewhere in-between, there are tools to effectively and efficiently manage 
that system. 
Why? Because no matter how excellent a communications system is, you must be 
able to manage it effectively and easily for the system to really work for you. The 
system gives you that capability by offering easy-to-use tools for managing your 
system. 
This section briefly describes the main areas or functions of system management. 
Terminal and facility administration features allow you to administer telephones, 
computers, facilities, and features throughout your system or network. Traffic 
management features allow you to measure, manage, and report on the voice and 
data communications traffic throughout your system or network. Maintenance 
features allow you to view the health of your system and to perform maintenance 
procedures on your own system if you choose to do so.
This broad system management philosophy extends the system’s power and 
flexibility into the tools for managing the system. These tools are based on the 
user-friendly architecture which is the hallmark of DEFINITY products. The 
system management capabilities have been enhanced to accommodate all 
configurations. 
						

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We think this system management view will convince you that the system gives 
you not only power and flexibility in a communications system but also the power 
and flexibility to manage that system.
NOTE:
Some features and solutions are unavailable in some countries. Please 
contact your local account manager or authorized Lucent Technologies 
representative for further information about which features and solutions are 
available to you.
The system supports the following system management features:
nLocal access via DEFINITY Site Administration (standard)
nLocal access via the System Management Terminal (optional)
nMultiple, concurrent administration and maintenance sessions
nTerminal administration, using administration without hardware and 
terminal translation initialization
nPerformance measurements
nCall Detail Recording
nOther miscellaneous capabilities.
DEFINITY Site Administration
DEFINITY Site Administration is a single-site DEFINITY system management 
software application that works with DEFINITY BCS and GuestWorks. DEFINITY 
Site Administration supports 513 or 4410 terminal emulation and will run on 
Microsoft Windows 95/98 and Windows NT.
DEFINITY Site Administration uses a set of tools that makes basic system 
administration easier than using a DEFINITY Management Terminal. These 
features allow the user to navigate, display, add, modify and/or remove the switch 
and related data objects. DEFINITY Site Administration also contains a number of 
features to make common system administration tasks more convenient; these 
include the following:
nBrowser 
Allows you to view, add, and change data in the switches and other 
systems. The DEFINITY Site Administration browser provides a tree view 
of the switches, voice mail systems, commands, and tasks that you can 
administer and the icons for accessing the task wizards.
nEmulation 
Used for legacy switches or other applications using either the 4410 or 513 
protocols. 
						

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nGEDI 
Graphically Enhanced DEFINITY Interface.
nBLP 
Button Label Printing which is used for producing station labels for 
end-user terminals. The tool can print any text from a template, and can 
print label rectangles onto plain paper instead of button label sheets.
nAlarm Monitor
Provides monitoring of alarms, and notification via the screen or email.
nScheduling/Task Viewer 
Schedules tasks and monitors progress.
nAudits 
Provides a check for unused site data, unused and missing coverage 
paths, invalid coverage points, and duplicate coverage paths.
nHistory Log 
Provides a history of the changes performed to the systems through 
DEFINITY Site Administration.
nTrunk Analyzer 
Polls trunk data and provides measurements in Erlang B, Erlang C, or 
CCS. You can dynamically adjust the desired grade of service to 
recalculate results data.
nTask-Based Wizards 
Offers shortcuts to common switch and voice mail administration activities. 
These wizards present streamlined point and click administration to quickly 
and easily complete the task.
DEFINITY Management Terminal
The DEFINITY Management Terminal is an optional integrated management tool 
available with every system. The Management Terminal provides an intuitive 
interface with forms-based selections, help keys, and a language-based interface 
(several languages are available).
The system administrator uses the Management Terminal to access the system to 
perform “task-oriented” administration and maintenance procedures. Several 
types of asynchronous terminals can be used as the Management Terminal. One 
such terminal is the Model 715 Multitasking Terminal. 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
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Using the DEFINITY Management Terminal, the system manager can do the 
following:
nManage system, voice-terminal, and data-terminal features on a 
day-to-day basis.
nPerform system backups.
nMonitor system performance.
nPerform selected maintenance procedures.
nMaintain system security.
Concurrent user sessions
To increase the efficiency of administration and maintenance functions, the 
system accommodates multiple concurrent administration and maintenance user 
sessions. Up to three users can be connected to the system to perform 
administration and/or maintenance tasks simultaneously (this limit drops to two 
concurrent users if the DEFINITY Management Terminal is one of those users). 
The concurrent sessions can be in any combination of local and remote 
connections.
This feature increases the volume of administrative activity that can be performed 
in a given time period, allowing administrators to handle peak demand more 
effectively. 
Telephone Administration
The system includes two features that ease, simplify, and accelerate the 
administration process.
Administration without hardware
Administration without hardware gives you the ability to administer station forms 
without specifying a port location. Administered stations will not cause alarms or 
errors to be generated when the station is translated but not yet installed. These 
station types are referred to as “phantom” stations. Phantom extensions can be 
used for Automatic Call Distribution Dialed Number Identification Service. This 
allows a phantom extension to be administered on the system for each call type 
that needs to be identified to hunt group agents. The phantom Automatic Call 
Distribution extension either is “call forwarded” (via an attendant console) to an 
Automatic Call Distribution hunt group or has its coverage path defined to include 
the Automatic Call Distribution hunt group. The name field administered for the 
phantom extension will identify to the Automatic Call Distribution agent which 
service the caller is attempting to reach, thereby allowing the agent to properly 
address the caller. 
						

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Administration Without Hardware also supports the ability to store station 
templates (models). These templates can later be used with the “duplicate station” 
command to implement many station forms of the same type in the system.
Administration Without Hardware can be used to streamline system initializations, 
major additions, and rearrangement/changes by allowing telephone translations 
to be entered before the actual ports are assigned. 
Administration Without Hardware can be used on the following equipment:
nAnalog telephones
nDigital Communications Protocol telephones
nHybrid telephones
nAttendant consoles
nVoice/computers (such as Digital Communications Protocol terminals with 
voice and data capabilities)
nData modules 
nISDN-BRI telephones and computers
nAnalog queue warning ports
nRecorded announcement ports.
Terminal Translation Initialization
Terminal translation initialization (TTI) is a feature that works with Administration 
Without Hardware. Terminal translation initialization associates the terminal 
translation data with a specific port location through the entry of a special feature 
access code, a terminal translation initialization security code, and an extension 
number from a terminal that is connected to a wired, but untranslated jack. 
Once a terminal is connected to an appropriate jack, the terminal user can dial the 
appropriate codes followed by a pretranslated extension number of an 
Administration Without Hardware terminal. The system will complete the 
administration of the terminal by associating the translation data with the port 
location and performing appropriate checks.
Terminal translation initialization reduces the labor associated with system 
initializations, major additions, rearrangement and changes, and building wiring. 
Translation data entry can be performed without knowledge of the physical layout 
of circuit packs. End-users can move their own station equipment if a building is 
wired to support it, thereby reducing costs for station moves. Individual lines need 
only be wired to the correct type of port, rather than to a specific port.
Administrators maintain control over the use of terminal translation initialization 
through the use of security codes. By activating and deactivating security codes, 
administrators can control who uses terminal translation initialization — and when. 
						

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Traffic reports
A number of performance measurements are available on the system. These 
measurements are available in the form of system-based reports for local or 
remote access, and can be collected for subsequent analysis and reporting by 
adjuncts and operation support systems using the operation support system 
interface protocol. These reports include the following:
nThe Call Coverage reports display measurements of the distribution of 
traffic offered to call-coverage groups. Separate reports for all calls and 
external calls are supplied. Each report has sections that: define group 
attributes, provide a summary of coverage-group call dispositions, and 
show the disposition of traffic at each coverage point. You can select which 
coverage groups are monitored via administration. The report fields are as 
follows:
— Group Attributes shows the group number, number of principals, 
number and type of station at each coverage point, and the number 
of ring cycles before the call is advanced to the next coverage point.
— Call Summary shows the number of calls offered, advanced to 
coverage, answered, and abandoned before being answered for all 
calls offered to the group and for external calls offered to the group.
— Coverage Points differs based on whether “All Calls” or “External 
Calls” is selected. The “All Calls” report shows detail data for all calls 
to the group; the “External Calls” report shows detail data for only 
the external calls offered to the group. For each coverage point in 
the group, the quantity of calls offered, abandoned while at that 
coverage point, and overflowed to the next coverage point are listed.
These measurements can be used to engineer group sizes at coverage 
points and to detect station user abuse of the call-coverage feature.
nThe Processor Occupancy report provides summary information on how 
heavily the processor is loaded. It includes peg counts of the number of 
various call types and total calling rates for the measurement period. The 
data fields of this report are as follows:
— Processor occupancy for call processing (including the link 
subsystem) plus system management processes
— Call processing (including the link subsystem), system 
management, and packet interface processor occupancy
— Total calls, number of station-to-station calls, number of incoming 
trunk calls, number of outgoing trunk calls, and number of tandem 
calls
These measurements are listed for the last hour, today’s peak hour, and 
yesterday’s peak hour.