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
Industry Applications 
3-3 Education (K – 12 and small colleges) 
3
nThe security of all buildings can be coordinated and enhanced in the 
following ways:
— The system efficiently routes emergency calls to security staff.
— PassageWay
® Direct Connection logs incoming calls and pinpoints 
the location of the telephone making the call, using the system’s 
name/number display capability.
— Call management software logs the speed of the response so that 
response times can be measured and improved.
Communicate easily with the outside world 
Most schools receive many incoming calls. The number of calls also fluctuates a 
great deal 
— increasing just prior to the start of a semester, for example. Often, 
the callers are unsure which department or to which individual they need to talk. 
The communications system must, therefore, be able to handle fluctuating call 
volume while satisfying each caller’s particular needs. Here is how the Basic Call 
Management System’s tools meet these needs:
nAutomatic Call Distribution routes incoming calls to agents in a hunt group. 
As additional calls come in, they are routed to an available agent or placed 
in queue if an agent is not available. If there are too many calls in queue, 
the calls can be automatically routed to standby agents during periods of 
high-call volume. Display telephones alert the standby agents that they are 
handling overflow calls.
nCall management software keeps statistics on the number of abandoned 
calls, average length of call, average wait time, and other activities so you 
can manage your hunt groups and track productivity.
Reduce costs while meeting student needs
Educators now have many options for making the most of their resources while 
providing a top quality education for many students. The system provides 
efficient, integrated access to both the school and to worldwide resources:
nSpeakerphones allow distant experts to share knowledge with students in 
the classroom.
nDesktop Conferencing Systems enable students to see and speak with one 
another and to collaborate on documents. They can create and jointly edit 
documents that may reside on only one computer in one location. The 
students can work together as if they were all seated at the same table.
nWireless telephones can help teachers and students solve software 
problems because access to technical experts is easier.
These tools allow schools to form partnerships with each other world-wide, 
enhancing the overall quality of education they offer while spawning new 
revenue-generating opportunities. 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Industry Applications 
3-4 Financial services 
3
Plan for expansion and innovation
Schools must be at the forefront of communications innovation, so it is important 
to use a platform that can accommodate rapidly-evolving requirements. The 
system is:
nCapable of handling multimedia calls
nCompatible with many different products from many different vendors so 
that it fully integrates all of your tools and options
nDesigned to accommodate existing and emerging standards and protocols.
Financial services
The financial services industry may include banking institutions, credit unions, 
insurance companies, mutual funds companies, and brokerage firms. These 
types of businesses are nearly indistinguishable from one another in some areas. 
Deregulation, technological advances, and strong competition induce each 
business to offer a broad range of financial services. Many of these services are 
automated to improve customer service and to make the most of available 
resources.
Financial service providers worldwide seek to do the following:
nControl costs
nAutomate routine transactions
nNetwork regional and global offices
nUpgrade customer service.
Control costs
Cost savings are inherent in many DEFINITY solutions. Using an automated 
attendant in place of an employee to answer routine calls reduces payroll 
expenses. Beyond the day-to-day savings that automation and networking 
provide however, the system includes some capabilities that directly affect your 
operating costs.
Automate routine transactions
In many countries, as much as a quarter of all bank transactions are conducted by 
telephone. For related businesses such as brokerage houses, the percentage can 
be much higher. Typically, at least half of these calls are from callers requesting 
routine information. The Call Vectoring feature and recorded announcements  
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Industry Applications 
3-5 Financial services 
3
allows you to set up an automated attendant that screens calls for your busy 
customer service representatives. For example, the attendant may handle 
incoming calls by offering the following options to the caller:
nIf you know your parties’ extension, press 1.
nFor business hours, press 2.
nFor interest rates, press 3.
nTo receive a loan application, press 4.
nTo speak to a customer service representative, press 0.
For the calls channeled to your customer service representatives, the system 
holds overflow calls in queue for the next available representative. It generates 
reports that identify peak calling periods, how much time representatives are 
spending on calls, and which lines are being used. This allows you to maintain 
high quality customer service while adjusting the size and working hours of your 
staff.
Network regional and global offices
If your company has offices scattered throughout different regions or countries, it 
is probably important to you that your procedures are the same everywhere. Your 
customers probably expect consistent service wherever they go and however they 
choose to interact with your firm. Networking the offices together is an obvious 
solution, because it also allows the offices to share information. To do this, your 
system must be flexible enough to accommodate a variety of requirements and 
equipment.
As part of this network, a single voice messaging system can be accessed by 
several sites using the Centralized Voice Mail via Mode Code Interface feature. 
This allows satellite offices to access common directories and handle messages 
as if they were all on the same site.
QSIG global networking
Lucent Technologies has been a leader in providing equipment compatible with 
QSIG, a standard for vendor-independent networking. QSIG has been adopted by 
the International Standardization Organization, ensuring its acceptance 
worldwide. Lucent’s QSIG Global Networking allows you to network different 
types of systems throughout the world. If, for example, you have acquired an 
office in another country that uses non-Lucent equipment, QSIG Global 
Networking allows you to incorporate that equipment into a DEFINITY network. 
The systems can work seamlessly together, through shared features, flexible 
numbering plans, and simplified network operations and management. This 
interface supports voice and data basic call setup, which includes Number 
Identification and Transit Counter. 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Industry Applications 
3-6 Government 
3
Here are some additional ways the system can help you serve your customers:
nThe system’s open architecture allows you to easily change features to 
meet the changing needs of your customers. For example, setting up a 
small telemarketing group often requires making only minor modifications 
to your measured hunt group.
nSome organizations have calls received after business hours relayed to an 
office that is still open for business in another part of the world. This saves 
the cost of an around-the-clock staff and keeps your customers in touch 
with your best people.
Government
Government agencies must project a professional image to their constituents 
while controlling costs. Government agencies want to do the following:
nProvide valuable service to the public.
nKeep in contact with various offices.
nProvide flexible telephone services to employees.
Provide valuable service to the public
The Call Vectoring feature provides an auto-attendant to callers that need to 
connect directly to specific governmental agencies. The feature allows employees 
to spend time doing valuable work, not answering calls for other departments. Call 
Vectoring can also be used as a help line to provide information about services 
provided by the local agency.
Keep in contact with various offices
Government offices tend to be spread about in various locations. With a system at 
each location, features such as uniform numbering allow easy access between 
locations. Speed Dialing is another feature that is valuable and can save time 
when calls are made regularly between groups.
As part of this network, a single voice messaging system can be accessed by 
several sites using the Centralized Voice Mail via Mode Code Interface feature. 
This allows satellite offices to access common directories and handle messages 
as if they were all on the same site.
With the wireless mobility solutions offered with the system, workers can move 
freely around their department but still remain in contact with calls from the public 
or from associates.
Should an emergency occur at the office, the Crisis Alert feature allows 
employees to contact local emergency agencies quickly. When this call is made, 
the attendant as well as digital stations and up to three pagers are notified of the  
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Industry Applications 
3-7 Health Care 
3
call so that when emergency personnel arrive, someone can help them find the 
exact location of the emergency. This feature is critical at government locations 
that tend to have several different buildings.
Provide flexible telephone services to employees
Since many government agencies are now requiring private industries to 
telecommute, government agencies can also participate by using features such 
as the DEFINITY Extender and Call Forwarding. Government employees can 
work from their homes, thereby saving energy and the cost of a permanent office. 
The call coverage feature also routes unanswered calls to either an assistant or to 
voice messaging, ensuring that calls are always answered.
Health Care
The health care industry may include providers, insurance companies, employers, 
patients, researchers, pharmaceutical companies, and the government.
Health care administrators worldwide seek to do the following:
nMaximize resources to reduce or contain costs.
nImprove response time in a busy urban environment.
nMaximize productivity and efficiency of high-salaried professionals.
nProvide highly efficient service, without losing the human touch.
nPromote wellness and satisfaction with easy access to information within 
the community.
nImprove accessibility to specialized medical care.
nMaintain skills and collaborative relationships regardless of location.
Maximize resources to reduce costs
For individual health care providers, cost containment and reduction is the key to 
survival and growth. The rules of health care payment are changing, and 
providers must keep the costs of care down without sacrificing quality.
Beyond providing quality care 
— always an overriding concern — health care’s 
primary goal is to maximize resources through efficient operation. Savings can be 
realized in reexamining everything from staff size and operations to the number 
and type of rooms provided.
The system can provide a variety of options to fully use available resources. It can 
turn the telecommunications investment into a seamless network for managing 
and monitoring incoming calls and voice messaging. 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Industry Applications 
3-8 Health Care 
3
Improve response in a busy environment
Hospitals deal with a high percentage of emergencies, both in the hospital and in 
the outside community. Hospitals can improve their patient services and 
emergency response by:
nMobilizing staff during disasters or emergencies outside the hospital
nImproving response to emergencies inside the hospital
nImproving emergency room response for the critical cases arriving by 
ambulance.
The system provides the following services to hospitals:
nPaging systems provide an effective way to broadcast information about 
emergency situations throughout an entire department or facility. Visual 
paging ensures that the hearing-impaired are also notified of emergencies.
nWireless telephones help nurses stay in touch with doctors and technical 
experts while carrying out their duties.
The system helps hospitals improve emergency services without adding staff.
Maximize productivity and efficiency
Many health care facilities participate in an integrated health network consisting of 
numerous hospitals, clinics, doctors’ offices, laboratories, and other medical 
facilities. Although they are often autonomously managed, these multiple sites 
have to function as a single organization to keep costs down and enable the 
facilities to be financially successful.
The staff of an integrated health network includes administrators, nurses, 
technicians, physicians, and support personnel. Many members of the staff are 
active on multiple shifts, and are seldom confined to an office. 
Health care facilities need to do the following:
nMaintain close communication links between distant facilities, and include 
related organizations such as suppliers and clinics.
nReduce unnecessary overhead paging.
nImprove response to emergencies.
nProvide an efficient way to communicate non-emergency information to 
busy mobile staff.
The system can help health care facilities maintain productivity and efficiency with 
the following products and features:
nStandardized systems, networked with four-digit dialing between locations, 
can ensure that the staff wastes no time adapting to the communications 
system as they go from location to location. 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Industry Applications 
3-9 Health Care 
3
nVoice Messaging systems can reduce personal paging and eliminate 
telephone tag when the staff must continuously leave messages and wait 
for returned calls.
nBasic call management system packages can support the facility’s busiest 
offices such as the business office, hotline groups, clinics, and admissions 
offices.
nLucent Technologies Call Accounting System for Windows® allows health 
care facilities to chargeback telephone equipment and usage to doctors, 
clinics, and offices.
nLucent Technologies offers an array of wireless solutions that provide an 
effective way to communicate with nurses, doctors, and others who must 
be mobile.
nOutside labs, pharmacies, physicians’ practices, vendors, and other 
organizations who frequently deal with the health care facility can obtain 
guest mailboxes on the voice messaging system. The health care 
institutions can thus avoid toll charges that should be paid by others.
By using Lucent Technologies products, health care facilities can reap the 
following benefits:
nImproved communication between staff members
nBetter response to true emergencies
nImproved staff efficiency and satisfaction.
Provide highly efficient phone service
Many health care facilities encounter problems responding to the large number of 
incoming calls. Callers are frequently put on hold for long periods of time before 
representatives are available to help them.
Health care facilities need to do the following:
nEliminate the frustration and negative perceptions of the facility that are 
experienced by callers.
nImprove the quality of service, without increasing costs.
nUsing staff to do the jobs for which they were trained.
The system can provide the following capabilities to the health care industry:
nRecorded announcements and the Call Vectoring feature give callers 
access to basic information 24 hours a day, seven days a week.
nPassageWay products allow a caller’s record to appear on the agent’s 
screen as the call rings on the phone, based on caller input or Calling Line 
(or number) Identification. This eliminates the need for the agent to ask  
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Industry Applications 
3-10 Health Care 
3
identifying questions and enables him or her to locate the records more 
easily. It also improves service by enabling the agent to greet the caller by 
name and to address the issues more quickly.
nBasic Call Management System allows the business office supervisor to 
assign the appropriate number of representatives and analyze call volume 
to identify opportunities for improvement. The system can also be used by 
the supervisor to determine whether representatives are responding 
quickly to callers.
By using Lucent Technologies products, health care facilities can provide more 
efficient phone service and in return, reap the following benefits:
nFaster response to callers
nAccurate staffing
nMore personal service
nHigher productivity
nImproved image of the health care facility.
Promote wellness and satisfaction with easy
access to information within the community
Health care facilities measure their success by the satisfaction level of their 
services. Facilities need to provide the best “first impression” of the hospital. In 
most cases, it is in the best interest of the health care provider and insurer to 
promote wellness to keep hospitalization costs down.
Health care facilities need to do the following:
nProvide easy access to wellness information.
nEducate the public about preventative measures.
nEncourage the public to take control of their health issues in a timely 
manner.
nProvide referrals for health care professionals and specialists.
The system offers an easy way to help the health care industry. Voice messaging 
allows callers to leave non-emergency questions or messages for later callbacks, 
so that callers can get personal attention.
Lucent Technologies products help health care facilities to provide first-rate 
personal care in a cost-efficient manner. 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Industry Applications 
3-11 Health Care 
3
Improve accessibility to specialists
Medical professionals often need to contact specialists in a particular field but are 
restricted because of time, distance, and expense. They provide better medical 
care by doing the following:
nConsulting with experts, sometimes during surgery
nOvercoming boundaries of distance — by consulting with any physician, 
no matter the location.
Desktop conferencing systems can be used in patients’ homes by home health 
nurses to confer with physicians about patient conditions. This enables more 
patients to be cared for outside the hospital, and reduces the need for the very ill 
to travel to the hospital or physician’s office.
Maintain skills and collaborative relationships
regardless of location
In the health care industry, there is an urgent need for multiple sites to operate as 
one and for medical professionals to collaborate remotely, so they can provide 
top-quality health care to patients in rural areas. Doctors and nurses must also 
stay abreast of technological innovations in the field and continue their 
educations.
The system can play a critical role in connecting remote and sparsely populated 
communities with the advanced centers in health care. This technology enables 
the same level of sophistication in the rural settings as that available in the urban 
medical centers by doing the following:
nImproving communications
nImproving staff satisfaction
nIncreasing personnel skills
nProviding improved patient care
nReducing time and travel expense.
The Lucent Technologies Desktop Conferencing System can help with the 
following:
nContinuing medical education
Doctors can learn at their desktops, without having to pay for expensive 
travel bills and time away from their offices and homes.
Medical students can be educated at remote sites. Distance learning can 
help medical students assigned to rural clinics learn from doctors in hub 
hospitals and medical centers.
nRemote consultations by non-physician medical staff, which are often 
difficult to arrange in rural areas. 
						

							DEFINITY® Business Communications System and GuestWorks® Issue 6 
Overview  555-231-208  Issue 1
April 2000
Industry Applications 
3-12 Hospitality 
3
Nutritionists, for example, are particularly scarce in remote settings. A 
nutritionist can use video to communicate with a patient in a distant facility, 
showing food models of healthy portions and being face-to-face with the 
patient for better understanding.
Hospitality
The hospitality industry is composed primarily of hotels, motels, and restaurants.
Hospitality facilities worldwide seek to do the following:
nControl costs.
nImprove operating efficiency and safety.
nEnhance guest services.
Control costs
Hospitality providers must contain costs to maintain a profit and to stay 
competitive in the industry.
Two ways to help control costs are as follows:
nSeparate long-distance calling privileges.
Hotel and motel guests frequently place long-distance phone calls from 
their rooms, while providers do not allow staff members from accessing 
long-distance phone service.
nCharge guests more accurately for terminated calls.
Hospitality providers need the ability to detect short duration calls (that is, 
calls that terminate before the specified answer detection time-out), 
enabling hotels to more accurately charge guests for these calls.
GuestWorks provides the following capabilities to the hospitality industry to help 
control costs:
nWorld Class Routing features that allow hotels to separate long-distance 
calling privileges for guests and administrative staff.
nAnswer Detection enhances the DEFINITY system’s ability to detect short 
duration calls.
nINTUITY Lodging Call Accounting (a co-resident application developed by 
Homisco for North America) and Xiox stand-alone call accounting provide 
accurate and flexible call accounting for guest room billing.