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Lucent Technologies DEFINITY Enterprise Communication Server Release 8.2 Administrators Guide
Lucent Technologies DEFINITY Enterprise Communication Server Release 8.2 Administrators Guide
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DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1157 Automated Attendant 20 Refer to ‘‘Route Pattern’’ on page 865 for information concerning the sequence of trunk groups in which an attempt is made to route a call. Refer to ‘‘ Remote Access’’ on page 857 to permit authorized callers from remote locations to access your system. Refer to ‘‘ Trunk Group’’ on page 967 to require an authorization code be dialed to complete incoming calls on a trunk group. Refer to ‘‘ Setting up authorization codes’’ on page 331 for instructions. Automated Attendant Automated Attendant uses vector commands to allow a caller to enter the extension of the party that he or she would like to reach. The call is routed by the vector to that extension. Refer to DEFINITY ECS Call Vectoring/EAS Guide or DEFINITY BCS and Guestworks Call Vectoring Guide for a detailed description of Automated Attendant and for a sample vector that can be used for Automated Attendant. The guide contains information that is critical to the effective and efficient use of Automated Attendant. You can administer any display-equipped phone or attendant console with a Caller Information CALLR-INFO button. The button displays digits collected for the last collect digits command. Automated Attendant competes with several features for ports on the call classifier — detector circuit pack or equivalent. Interactions nAUDIX Automated Attendant gives the caller the option of leaving a message or waiting in queue for an attendant. Refer to “Message Collection” in Chapter 5 of the DEFINITY Enterprise Communications Server Call Vectoring/EAS Guide. nAuthorization Codes If authorization codes are enabled, and a route-to command in a prompting vector accesses AAR or ARS, if the VDN’s FRL does not have the permission to use the chosen routing preference, then the system does not prompt for an authorization code and the route-to command fails.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1158 Automated Attendant 20 nCallVisor ASAI ASAI-provided digits can be collected by the Call Vectoring feature via the collect vector command as dial-ahead digits. CINFO is passed to CallVisor ASAI. nHold If a call is put on hold during the processing of a collect command, the command restarts, beginning with the announcement prompt, when the call is taken off hold. All dialed-ahead digits are lost. Similarly, if a call to a vector is put on hold, vector processing is suspended when a collect command is encountered. When the call becomes active, the collect command resumes. nInbound Call Management (ICM) You can use Automated Attendant to collect information that may later be used by an adjunct to handle a call. nTransfer If a call to a VDN is transferred during a collect command, the collect command restarts when the transfer is complete, and all dialed-ahead digits are lost. Similarly, if a call to a vector is transferred, vector processing is suspended when a collect command is encountered. When the transfer is complete, the collect command resumes. Attendant extended calls do suspend vector processing in the same way as transferred calls. Related topics Refer to ‘‘ System Parameters Customer-Options’’ on page 928 for information about creating an automated attendant. Refer to ‘‘ Feature-Related System Parameters’’ on page 632 for information on the number of seconds before the Collect Digits command times out. Refer to ‘‘ Vector Directory Number’’ on page 1033 for information about and field descriptions on the Vector Directory Number screen. Refer to ‘‘ Announcements/Audio Sources’’ on page 480 for information on providing an automated attendant announcement. Refer to ‘‘ Call Vector’’ on page 501 for information on completing a new screen for each automated attendant vector. Refer to ‘‘ Hunt Group’’ on page 696 for information on whether a hunt group will be vector controlled.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1159 Automatic Callback 20 Refer to ‘‘Station’’ on page 882 for information on button assignments. Refer to ‘‘ Attendant Console’’ on page 484 for information on button assignments. Automatic Callback Automatic Callback allows internal users who placed a call to a busy or unanswered internal telephone to be called back automatically when the called telephone becomes available. When a user activates automatic callback, the system monitors the called telephone. When the called telephone becomes available to receive a call, the system originates the automatic callback call. The originating party receives priority ringing. The calling party then lifts the handset and the called party receives the same ringing provided on the original call. A single-line telephone user activates this feature by pressing the Recall button or flashing the switchhook and then dialing the automatic callback access code. A single-line user can activate automatic callback for only one call at a time. A multi-appearance telephone user can activate automatic callback for the number of automatic callback buttons assigned to the telephone. After placing a call to a telephone that is busy or that is not answered, the caller simply presses an idle automatic callback button and hangs up. If the calling telephone user answers an automatic callback call, and for some reason the called extension cannot accept a new call, the calling user hears confirmation tone and then silence. The call is still queued. Users cannot activate automatic callback for calls to: nA telephone assigned Termination Restriction nAn extension with automatic callback already activated toward it nA data terminal (or data module) nAn attendant console group nA Terminating Extension Group nAn extension for a hunt group, split, or skill nAn EAS agent’s Login ID nA VDN Extension
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1160 Automatic Callback 20 Automatic callback for busy trunks You can administer your system to call users back if they try to place an outgoing call over a trunk group where all trunks are busy. This is sometimes called Ringback Queueing. If a multiappearance telephone user has an idle Automatic Callback button and tries to access an all-trunks-busy trunk group, the call is queued automatically. The lamp associated with the Automatic Callback button lights and confirmation tone is heard. Ringback Queuing is automatic for a single-line telephone. After dialing is complete, the user hears confirmation tone if the queue is available. No action is required. The system will queue as many calls as allowed based on the Queue Length field on the each trunk group screen . The system checks the busy/idle status of the trunk group just once. If all trunks are busy, the call queues, even if a trunk has become available by the time the caller has completed dialing. This occasionally results in the caller being called back immediately after receiving confirmation tone and going on-hook. Considerations nThe system cancels an automatic callback request for any of the following reasons: — The called party is not available within 30 minutes. — The calling party does not answer the callback call within the administered interval (2–9 ringing cycles set in the Automatic Callback-No Answer Timeout Interval field on the Feature-Related System Parameters screen). — The calling party decides not to wait and presses the same automatic callback button a second time (multi-appearance telephone) or dials the automatic callback cancellation code (single-line telephone). nautomatic callback is administered to individual telephones by their COS and cannot be assigned to the attendant(s). Multi-appearance telephones must have an automatic callback button to activate the feature. nautomatic callback works differently depending on if the called party was busy or did not answer the call. For a busy call, automatic callback takes place as soon as the called party hangs up. If the called party did not answer, the telephone must be used for another call and then hung up before automatic callback is activated.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1161 Automatic Callback 20 NOTE: If the automatic callback originator has all line appearances occupied when the automatic callback call comes in, the user will hear priority ringing once, and the automatic callback lamp will blink. However, if the user presses the automatic callback button to answer the automatic callback call, one of the other calls will drop. Interactions nAttendant Call Waiting and Call Waiting Termination If a user activates automatic callback to or from a single-line telephone, Call Waiting Termination is denied. nAttendant Intrusion Attendant Intrusion does not work if a user has activated automatic callback. nBridged Call Appearance Users cannot activate automatic callback from a bridged call appearance. If a user activates automatic callback from a primary extension number, the return-call notification rings at all bridged call appearances. nBusy Verification If a telephone has activated automatic callback, you cannot perform Busy Verification of that telephone. nCall Coverage Automatic callback calls do not redirect to coverage. nCall Forwarding If the called telephone has Call Forwarding activated, the calling party cannot activate automatic callback. However, if automatic callback was activated before the called telephone user activated Call Forwarding, the system redirects the callback call attempt toward the forwarded-to party. nCall Pickup A group member cannot answer a callback call for another group member. nClass of Restriction Telephones with origination restriction cannot activate automatic callback. nConference and Transfer A single-line telephone user cannot activate conference or transfer if automatic callback is active.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1162 Automatic circuit assurance 20 nDCS Automatic callback operates over a DCS network as if it were on a local switch. nExpert Agent Selection Users can’t activate Automatic Callback to an EAS agent’s Login ID. They can activate Automatic CallBack to the phone where the agent is logged in. nHold A single-line telephone cannot receive automatic callback calls if the user has placed a call on hold. nHot Line Service Telephones administered for Hot Line Service cannot activate automatic callback. nIntercom - Automatic and Dial Intercom calls are not eligible for automatic callback. nInternal Automatic Answer (IAA) IAA does not automatically answer automatic callback calls. nManual Originating Line Service Telephones with Manual Originating Line Service cannot activate automatic callback. nRingback Queuing Users can press an automatic callback button to activate Ringback Queuing. nTelephone Display When the system generates an automatic callback call, the display of the originating telephone displays automatic callback (or the equivalent for Administrable Language Displays). Automatic circuit assurance Automatic circuit assurance (ACA) helps you identify possible trunk malfunctions. With ACA enabled, the system measures the holding time of each trunk call. If the measurements show calls with either extremely long or extremely short holding times, DEFINITY ECS places a referral call to an attendant or telephone.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1163 Automatic circuit assurance 20 The system records holding time from when a trunk is accessed to when it is released. You set short-holding-time and long-holding-time limits for each trunk group. The system then compares the recorded holding times against these limits. You enable ACA for the entire system, and administer thresholds for individual trunk groups. You can have all trunks or only certain trunks measured. DEFINITY ECS deals with long-holding and short-holding calls differently. For every call that is shorter than the administered short-holding time, the system increases the short-holding counter by 1. For calls over the same trunk that are within the normal range, it decreases the short-holding counter by 1. Thus, trunks that handle a normal variety of call lengths are not singled out as faulty. If the counter reaches the administered short-holding threshold, the system places a referral call. If one long call exceeds the long-holding time, the system makes a referral call. You cannot measure personal CO lines, out-of-service trunks, or trunks undergoing maintenance testing. The referral call The display or voice-synthesized message that accompanies an ACA call contains the following information: nThe fact that this is an ACA call nThe trunk access code, trunk group number, and trunk group member number nThe type of referral (short or long holding time) Once the referral call is answered, this information is displayed and remains displayed until the call is released. If the call is not answered within three minutes, the call stops. The system places the call again after one hour, and continues to place the call hourly until someone answers. The attendant or telephone user who receives the referral call can stop further calls by pressing the aca-halt button, if one is provided. This is a toggle button, and turns off the feature until the user presses the button again. The audit trail Each time a referral call is necessary, the system also adds a record to an audit trail. Audit trail records are available on the ACA Measurements Report. Each record contains the following information: nTime and date of referral
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1164 Automatic circuit assurance 20 nTrunk group number, trunk access code, and trunk group member nThe type of referral (short or long holding time) Interactions nAdministrable Language Displays You cannot administer languages for ACA messages. nAUDIX Do not set the referral-call extension to a telephone that covers to AUDIX. AUDIX could potentially overload with the volume of calls, because ACA calls remain active for up to three minutes. nBusy Verification Once you have identified a potentially defective trunk, you can use Busy Verification to check it. nCentralized Attendant Services (CAS) When CAS is activated, the referral-call destination must be on the local switch. The system interprets a referral destination of 0 as the local attendant, if one exists. The CAS attendant cannot activate or deactivate ACA referral calls at a branch location. nDistributed Communications System (DCS) Referral calls may be placed across a DCS network. One switch (the primary) is administered to receive ACA referred calls from remote nodes for all switches within the network. You must administer the ACA Remote PBX Identification field on the Feature-Related System Parameters screen with the PBX ID of the node that is designated as primary. If ACA referral calls are sent off the switch that generates the referral, the display and voicing information indicating the failed trunk is lost, even if the referral call is made over a DCS network. nNight Service Referral calls to the attendant are not placed if the system is in Night Service mode. nVisually Impaired Attendant Service If the attendant presses the Display Status button and an ACA call has not been answered, then the words Automatic Circuit Assurance are voiced. If a visually-impaired attendant presses the Display Status button and the ACA call has been answered, then the words Automatic Circuit Assurance and the extension assigned to the ACA call are voiced.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1165 Automatic Number Identification 20 If your switch contains a voice-synthesis board, ACA referral calls are accompanied by an audible message identifying the type of ACA infraction encountered. The message is “Automatic circuit assurance or holding time threshold has been exceeded for trunk group member number .” nVoice Message Retrieval If you use Voice Message Retrieval, you can assign a nondisplay telephone as a referral destination. nWideband Switching ACA treats wideband-trunk calls as a single-trunk call and therefore triggers a single referral call. The call information shows the lowest B-channel trunk member associated with the wideband channel. Automatic Number Identification Inband Automatic Number Identification Your switch uses Inband Automatic Number Identification (ANI) to interpret calling party information, such as a calling party number or a billing number. Inband signaling is when information such as the address digits for the called party is delivered over the same trunk circuit used for the voice or data connection. (Out-of-band or ISDN signaling is when signaling information passes through a different signaling path than the one used for the voice or data connection.) When a call is made from 555-3800 to your display phone at 81120, and the Incoming Tone (DTMF) ANI field is set to *ANI*DNIS*, your trunk group receives *5553800*81120*. If the field is set to ANI*DNIS*, your trunk group receives 5553800*81120*. In both cases, Call From 555-3800 appears on your display. If you do not use Inband ANI, the incoming trunk group name appears on your phone display. Related topics Refer to ‘‘ Trunk Group’’ on page 967 for information about setting Inband ANI on the trunk group form.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1166 Automatic Number Identification 20 Outgoing Automatic Number Identification Outgoing automatic number identification (ANI) applies to outgoing Russian multi-frequency (MF) ANI, R2-MFC ANI , and Spain Multi Frequency Espana (MFE) ANI trunks only. Use Outgoing ANI to specify the type of ANI to send on outgoing calls. You can define MF ANI (the calling party number, sent via multifrequency signaling) prefixes by class of restriction. This allows a switch to send different ANIs to different central offices. For a tandem call that uses different types of incoming and outgoing trunks, the switch uses: nthe incoming trunk’s COR -assigned call type for Russian or R2-MFC outgoing trunks nARS call types for MFE outgoing trunks Interactions nAttendant Console If an attendant extends a call, the attendant’s COR is used to select ANI. nAuthorization Codes The authorization code COR is not used to select the ANI. The extension’s ANI is used if an extension originates the call, and the ANI for the switch is used if the originating endpoint is an incoming trunk. nBridged Call Appearance A call from a bridged call appearance uses the ANI of the primary extension. nCall Vectoring The ANI of the originating party is used, not the ANI of the call vector, when a call vectoring route-to command routes a call over an outgoing trunk. nDistributed Communications System (DCS) In a DCS, the ANI sent to the CO is determined by the ANI for PBX on PBX_B, but the category sent to the CO is determined by the Category for MF ANI field on the Class of Restriction screen for the incoming DCS trunk or by the type of call. nExpert Agent Selection (EAS) The EAS agent’s login extension and COR is used to determine ANI.