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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 1477 Ringing — Abbreviated and Delayed 20 Considerations nYou cannot assign Ringing — Abbreviated and Delayed to an attendant console. nYou can assign Abbreviated and Delayed Ringing to analog stations. However, because analog stations cannot visually alert, a user may unexpectedly answer an incoming call while intending to originate a call. Interactions nCall Coverage If the number-of-rings interval for coverage is shorter than the automatic transition interval, a call redirects to coverage before audibly alerting a call appearance that has delayed ringing. However, timing continues for the automatic transition interval in case no coverage point is available and the call continues to alert at the station. When a call is immediately redirected to coverage, the Abbreviated and Delayed ringing has no effect. nCall Forwarding — Busy/Don’t Answer When a call is forwarded because it is not answered in the specified time, the call stops alerting the station and is not affected by the Ringing — Abbreviated and Delayed feature. However, timing continues for the automatic transition interval in case forwarding fails and the call continues to alert at the station. If the call forward don’t answer interval is shorter than the automatic transition interval, the call redirects to the forwarded-to extension before ringing a station with a ring type of delayed ringing. nCall Vectoring — Expert Agent Selection — Logical Agents Calls routed to a logical agent use the translations for the Ringing — Abbreviated and Delayed feature of the station being used by the agent. nData Extension Calls Data Extension calls are not affected by the ring values, but continue to be directed by the bridged call alerting administration. nHospitality Features — Do Not Disturb The Do Not Disturb feature takes precedence over the Ringing — Abbreviated and Delayed feature in blocking ringing to the station.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1478 Ringing — Abbreviated and Delayed 20 nISDN — World Class Basic Rate Interface Several of the protocol variations supported by the World Class BRI feature do not permit the messaging required for control of the station’s ringer by Ringing — Abbreviated and Delayed. In this case, ring type is forced to a value of ring. nMultiappearance Preselection and Preference The system automatically selects any alerting call on a station whether or not it is ringing if the Per Button Ring Control field is set to n. If the field is set to y, it selects only audibly ringing calls. nOff-Premises Station and Off-Premises Extension Lines You must use ring type of “ring” for OPS and OPX lines. nPCOL Calls PCOL calls are not affected by the ring values, but continue to be directed by the bridged call alerting administration. nRedirection Notification If Redirection Notification is enabled, terminals only receive redirection notification if the alerting button or the first call appearance has an assigned ring value of ring or abbreviated ring. nTerminating Extension Group Calls TEG calls are not affected by the ring values, but continue to be directed by the bridged call alerting administration. nVoice Mail Systems Voice mail systems may look for ringing applied to a port to trigger call answer. Undesirable adjunct operation may result if ring-type translations are inappropriately set for ports serving these adjuncts.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1479 Security violations notification 20 Security violations notification When a security violation occurs, security violations notification (SVN) notifies a designated referral point. This can be an attendant console, a display-equipped phone, or a phone without display for SVN referral calls with announcements. The system monitors and reports on the following types of security violations: nLogin violations nRemote access barrier code violations nAuthorization code violations nStation security code violations DEFINITY ECS provides the option to log a major alarm if a security violation occurs involving a Lucent Technologies services login ID. Lucent Technologies is responsible for retiring the alarm. Refer to DEFINITY ECS Reports for more information on how to run reports, and respond to security violations. To effectively monitor the security of your system, you need to know how often both valid and invalid attempts at system entry are normally made. Then you will know if the number of invalid attempts is unusually high. A significant increase in such attempts can mean the system is being compromised. NOTE: It is recommended that you print and clear the security-violation measurement reports at least once a month. In a busy system, once a week is not too frequent. Security violation thresholds and notification As an example, you may determine that during a forty-hour week, it’s normal for users to submit about 1,000 valid barrier codes and 150 invalid barrier codes; that is, about 3.75 invalid barrier codes are submitted per hour. With this information, you may decide to declare that a security violation occurs during any hour in which 8 invalid barrier codes are submitted. If you know that during an 8-hour period, about 30 invalid codes are submitted, you might set the threshold to count a security violation when 40 invalid codes are submitted within eight hours. You can administer SVN to place a referral call to the location of your choice whenever the established thresholds are reached. All SVN referral calls are priority calls.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1480 Security violations notification 20 Invalid attempts accumulate at different rates in the various security arenas (login, authorization code, remote access, and station security code), depending on feature usage and the number of users on a server. For this reason, you administer thresholds separately for each type of violation. Sequence of events The following is the sequence of events that occur when an SVN is enabled and a detects a security violation: 1. SVN parameters are exceeded (the number of invalid attempts permitted in a specified time interval is exceeded). 2. An SVN referral call (with announcements, if assigned) is placed to a designated point, and SVN provides an audit trail containing information about each attempt to access the switch. 3. SVN disables a login ID or Remote Access following the security violation. 4. The login ID or Remote Access remains disabled until re-enabled by an authorized login ID, with the correct permissions. Reporting The system reports information about security violations in the following ways: nIn real time — you can use the monitor security-violations command to monitor security violations as they may be occurring. Enter this command, followed by the type of security violation you want to monitor (logins, remote-access, authorization-codes, or station-security-codes). nOn an immediate basis — when a security violation occurs, the system sends a priority call to a designated referral point (attendant console or phone). Thus, there is some chance of apprehending the violator during the attempted violation. Upon notification, you can request the Security Violations Status Reports , which show details of the last 16 security violations of each type. The Barrier Code and Authorization Code reports also include the calling party number from which the attempt was made, where available. nOn a historical basis — the number of security violations of each type, as well as other security measurements, are collected and displayed in the Security Violations Summary and Detail reports. These reports show summary information since the counters were reset by the clear measurements security-violations command or since system initialization. They do not show all aspects of the individual security violations.
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1
April 2000
Features and technical reference
1481 Security violations notification
20
SVN- halt buttons
You can administer buttons for the notification extension to stop notification calls.
However, this may pose a security risk. Do not use these buttons if you do not
really need them.
To find out what svn-halt buttons exist in the system, type
display
svn-button-location
and press RETURN.
The SVN Button Locations screen appears.
SVN Referral Call With Announcement
The SVN Referral Call with Announcement option has the capacity to provide a
recorded message identifying the type of violation accompanying the SVN
referral call. Using Call Forwarding, Call Coverage, or Call Vector Time-of-Day
Routing (to route to an extension or a number off the switch), SVN referral calls
with announcements can terminate to a point on or off the switch.
Use of other means to route SVN referral calls to alternate destinations are not
supported at this time. An attempt to use an alternate method to route SVN
referral calls may result in a failure to receive the call or to hear the
announcement.
SVN BUTTON LOCATIONS
LOGIN SECURITY VIOLATIONS
Name: Administrator______________
Extension: 81234____
REMOTE ACCESS SECURITY VIOLATIONS
Name: Administrator______________
Extension: 81234____
AUTHORIZATION CODE SECURITY VIOLATIONS
Name: Administrator II___________
Extension: 81235____
STATION SECURITY CODE VIOLATIONS
Name: Administrator II___________
Extension: 81235____
----------------------------------------------------------------------------
--------------------------------------------------------------------------
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1482 Security violations notification 20 Considerations nYou may only administer one referral destination per system for each type of violation. nExercise caution when administering bridged appearances for stations that are used as SVN referral destinations. SVN referral calls terminating to bridged appearances must be accompanied by an announcement message or must route to bridge appearances equipped with a display module. SVN referral calls that do not have an announcement and terminate to a bridged appearance not having a display will not provide an indication of the nature of the call. nAn authorization code violation with remote access generates two SVNs -- one displaying “authorization code violation” and one displaying “barrier code violation,” even though the correct barrier code was input. These two displays help you determine that the violation took place in the context of a remote access attempt, not an attempt to place an outgoing call to an ARS trunk. Interactions nCall Coverage, Call Forwarding, and Call Pickup These items are supported for SVN only if you use recorded announcements. nCentralized Attendant Services (CAS) CAS attendants cannot receive referral calls from branch locations. nDistributed Communications System (DCS) SVN does not support referral calls across a DCS network. Related topics ‘‘ Monitoring the Access Security Gateway history log’’ on page 323 Refer to ‘‘Login Administration’’ on page 804 to disable a login following a security violation. Refer to ‘‘ Setting up security violations notification’’ on page 328 for instructions. Refer to ‘‘ Recording announcements’’ on page 368 to record announcements.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1483 Service observing 20 Service observing Designated users, normally supervisors, can listen to other users’ calls. This capability is often used to train agents and monitor service quality in call centers and other environments where employees serve customers over the phone. On DEFINITY, this is called “service observing” and the user observing calls is the “observer.” This section describes service observing in environments without Automatic Call Distribution (ACD) or call vectoring. Refer to DEFINITY ECS Guide to ACD Call Centers to use service observing in those environments. Brief description Observers can monitor calls to any of the following: nan extension na vector directory number (VDN) (on systems with call vectoring) na logical agent ID (on systems with Expert Agent Selection) Note that service observing allows you to observe calls to one particular extension, not all calls to all extensions at a terminal. Observers can monitor calls in one of two modes: “listen-only” or “listen-and-talk.” The latter permits an observer to hear and speak with all parties on a call. The person being monitored doesn’t know an observer is listening to the call unless you administer DEFINITY ECS to provide a monitoring tone. !WARNING: Listening to someone else’s calls may be subject to federal, state, or local laws, rules, or regulations. It may require the consent of one or both of the parties on the call. Familiarize yourself with all applicable laws, rules, and regulations and comply with them when you use this feature. Observers can use remote access to monitor calls when they’re off-site. In systems with call vectoring, a vector can control access to service observing.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1484 Service observing 20 How to observe calls Observers press the service observing button on their phone or dial a feature access code, and then dial the extension they want to observe. When using a service observing button, observers start in listen-only mode and can toggle between listen-only and listen/talk mode by pressing the button. The button lamp indicates which mode the observer is in. By contrast, there are different feature access codes for listen-only and listen-and-talk modes. When observers initiate sessions with a feature access code, they must choose one of the two modes at the start of the session. They cannot switch to the other mode without ending the session and beginning another. The feature access codes for service observing are: nService Observing Listen Only Access Code nService Observing Listen/Talk Access Code NOTE: Feature access codes are required for remote observing. An observer can observe an agent who is not active on a call. The observer is in wait state until the agent receives a call, and then the observer is bridged onto the call. To deactivate Service Observing, the observer hangs up, selects another call appearance, or presses the disconnect or release button. Restrictions Two observers can’t monitor the same extension or the same call simultaneously. If user A is observing an extension and user B tries to observe it, B gets a busy signal. If 2 extensions are being observed independently and one calls the other, only the observer of the calling extension observes the call. The observer of the called extension goes into wait state until the call is over. Phone displays A local observer’s phone display shows exactly what is displayed on the observed phone’s display, followed by the letters “so”.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1485 Service observing 20 Trunk calls If a user makes a trunk-call, observation starts after the user finishes dialing. On central office (CO) trunks, dialing is considered complete when answer supervision is returned or when answer supervision timeout occurs. Service observing cannot be activated over trunks without disconnect supervision. Any attempt is denied. Warning and conference tones If you administer a tone to notify the parties on a call when they are being observed, you can choose between a warning tone and conference tone. If you select warning tone, a unique 2-second, 440-Hz warning tone plays before an observer connects to the call. While the call is observed, a shorter version of this tone repeats every 12 seconds. If you select conference tone, all parties will hear conference tone before an observer connects to the call. However, unlike warning tone the conference tone is not repeated. Interactions nAttendants An attendant can be observed but cannot be an observer. nBridged Appearances You can only observe calls on primary extensions, not on bridged appearances. For example, let’s say you’re observing extension 3082 and this phone also has a bridged appearance for extension 3282. You can’t observe calls to 3282. nBusy-Verification You can’t observe an extension that’s being busy-verified. You can’t busy-verify an extension that’s being observed. nCall Coverage/Call Pickup An observer cannot observe a call answered by a covering agent or a member of a pickup group unless the called agent bridges onto the call. nCall Park An observer cannot park the call they are observing. nCall Waiting Incoming calls cannot wait on a single-line phone that is being observed.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1486 Service observing 20 nConference Observers cannot initiate a conference while observing. If an observed user starts a conference or enters a conference with fewer than 6 parties, the observer is placed in wait state until the call is connected. Then the observer observes the conference and is counted as one party in the conference. (Conference members are observed during a conference regardless of their COR setting.) In addition, the observer is bridged onto any calls the user makes or receives before the conference is complete. When the user leaves the conference, the observer also leaves and returns to observing the original call. nData Privacy You can’t observe an extension on which Data Privacy is active. You also can’t observe an extension while it’s on a conference call with another extension using Data Privacy. nData Restriction You can’t observe an extension on which Data Restriction is active. You also can’t observe an extension while it’s on a conference call with another extension using Data Restriction. nIntegrated Directory Observers do not hear users dialing when the latter use this feature. nDCS To observe stations on another node (a DCS station extension), you must set up remote-access service observing. Service observing displays are not transmitted across DCS networks. nHold Observers cannot place calls on hold while they’re observing. If a user places a call on hold, the observer enters wait state. nLeave Word Calling Parties on an observed call cannot use LWC. nMusic-on-Delay/Music-on-Hold If an observer is in listen/talk mode, neither caller nor observer hears music-on-hold. If an observer is in listen-only mode, the caller hears music-on-hold but the observer does not. nPrivacy — Manual Exclusion You can’t observe an extension on which Privacy — Manual Exclusion is active. You also can’t observe an extension while it’s on a conference call with another extension using Privacy — Manual Exclusion.