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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
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    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
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    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
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    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
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    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
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    1164 Automatic circuit assurance 
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    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
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    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. 
    						
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    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. 
    						
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