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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 References 1607 Basic DEFINITY ECS documents 21 DEFINITY ECS Release 8.2 — Installation for Adjuncts and Peripherals, 555-233-116, Issue 1 Provides procedures and information for hardware installation and initial testing of ECS adjunct and peripheral systems and equipment. DEFINITY ECS Release 8.2 — Installation and Test for Compact Modular Cabinets, 555-233-118, Issue 1 Provides procedures and information for hardware installation and initial testing of compact modular cabinets. DEFINITY ECS Release 8.2 — ATM Installation, Upgrades, and Administration, 555-233-124, Issue 1 Provides step-by-step instructions for how to install, upgrade, and administer ATM switches. DEFINITY ECS Release 8.2 — Installation and Maintenance for Survivable Remote EPN, 555-233-121, Issue 1 Describes how to install, cable, test, and perform maintenance on a Survivable Remote Expansion Port Network (SREPN). Provides power, ground, and fiber connections. DEFINITY ECS Release 8.2 — Upgrades and Additions for R8.2r, 555-233-115, Issue 1 Provides procedures for an installation technician to upgrade an existing DEFINITY Communications System or DEFINITY ECS to DEFINITY ECS Release 8.2. Includes upgrade considerations, lists of required hardware, and step-by-step upgrade procedures. Also includes procedures to add control carriers, switch node carriers, port carriers, circuit packs, auxiliary cabinets, and other equipment. DEFINITY ECS Release 8.2 — Upgrades and Additions for R8.2si, 555-233-122, Issue 1 Provides procedures for an installation technician to upgrade an existing DEFINITY Communications System or DEFINITY ECS to DEFINITY ECS Release 8.2. Includes upgrade considerations, lists of required hardware, and step-by-step upgrade procedures. Also includes procedures to add control carriers, switch node carriers, port carriers, circuit packs, auxiliary cabinets, and other equipment.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 References 1608 Basic DEFINITY ECS documents 21 DEFINITY ECS Release 8.2 — Maintenance for R8.2r, 555-233-117, Issue 1 Provides detailed descriptions of the procedures for monitoring, testing, troubleshooting, and maintaining the R8.2r ECS. Included are maintenance architecture, craft commands, step-by-step trouble-clearing procedures, the procedures for using all tests, and explanations of the system’s error codes. DEFINITY ECS Release 8.2 — Maintenance for R8.2si, 555-233-123, Issue 1 Provides detailed descriptions of the procedures for monitoring, testing, troubleshooting, and maintaining the R8.2si ECS. Included are maintenance architecture, craft commands, step-by-step trouble-clearing procedures, the procedures for using all tests, and explanations of the system’s error codes. DEFINITY ECS Release 8.2 — Maintenance for R8.2csi, 555-233-119, Issue 1 Provides detailed descriptions of the procedures for monitoring, testing, troubleshooting, and maintaining the R8.2csi (Compact Modular Cabinet) ECS. Included are maintenance architecture, craft commands, step-by-step trouble-clearing procedures, the procedures for using all tests, and explanations of the system’s error codes. Call center documents These documents are issued for DEFINITY ECS Call Center applications. The intended audience is DEFINITY ECS administrators. DEFINITY DEFINITY ECS Release 8 — Guide to ACD Call Centers, 555-233-503, Issue 2 This module contains information about the call center-specific features of the DEFINITY ECS. DEFINITY ECS Release 8 — Call Vectoring/EAS Guide, 555-230-521, Issue 4 Provides information on how to write, use, and troubleshoot vectors, which are command sequences that process telephone calls in an Automatic Call Distribution (ACD) environment. It is provided in two parts: tutorial and reference. The tutorial provides step-by-step procedures for writing and implementing basic vectors. The reference includes detailed descriptions of the call vectoring features, vector management, vector administration, adjunct routing, troubleshooting, and interactions with management information systems (including the Call Management System).
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 References 1609 Basic DEFINITY ECS documents 21 DEFINITY ECS Release 7— Basic Call Management System (BCMS) Operations, 555-230-706, Issue 2 Provides detailed instructions on how to generate reports and manage the system. It is intended for telecommunications managers who wish to use Basic Call Management System (BCMS) reports and for system managers responsible for maintaining the system. CentreVu CMS The following documents provide information about administration and use of the CentreVu Call Management System (CMS). Lucent Call Center’s Little Instruction Book for Basic Administration, 585-210-935, Issue 1 Lucent Call Center’s Little Instruction Book for Advanced Administration, 585-210-936, Issue 1 CentreVu Call Management System Release 3 Version 8 — Administration, 585-210-910, Issue 1 CentreVu Call Management System — Database Items, 585-210-939, Issue 1 CentreVu Call Management System Release 3 Version 8 — External Call History Interface, 585-210-912, Issue 1 CentreVu Call Management System Release 3 Version 8 — Upgrades and Migrations, 585-210-913, Issue 1 CentreVu Call Management System Release 3 Version 8 — Software Installation and Setup, 585-210-941, Issue 1 CentreVu Call Management System Release 3 Version 8 — Maintenance and Troubleshooting, 585-210-919, Issue 1 CentreVu Advocate Release 8— User Guide, 585-210-927, Issue 1 CentreVu Supervisor Version 8— Installation and Getting Started, 585-210-928, Issue 1 CentreVu Supervisor Version 8— Reports, 585-210-929, Issue 1 CentreVu Report Designer Version 8— User Guide, 585-210-930, Issue 1 CentreVu Call Management System — Forecast, 585-215-825, Issue 1 CentreVu Call Management System — Custom Reports, 585-215-822, Issue 2
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 References 1610 Basic DEFINITY ECS documents 21 Application-specific documents These documents support specific DEFINITY applications. ACD DEFINITY Communications Systems G3 — Automatic Call Distribution (ACD) Agent Instructions, 555-230-722, Issue 5 Provides information for use by agents after they have completed ACD training. Includes descriptions of ACD features and the procedures for using them. DEFINITY Communications Systems G3 — Automatic Call Distribution (ACD) Supervisor Instructions, 555-230-724, Issue 4 Provides information for use by supervisors after they have completed ACD training. Includes descriptions of ACD features and the procedures for using them. Console operations The primary audience for these documents consists of attendant console users. DEFINITY ECS Release 7 — Console Operations, 555-230-700, Issue 4 Provides operating instructions for the attendant console. Included are descriptions of the console control keys and functions, call-handling procedures, basic system troubleshooting information, and routine maintenance procedures. DEFINITY ECS Release 7 — Console Operations Quick Reference, 555-230-890, Issue 3 Provides operating instructions for the attendant console. Included are descriptions of the console control keys and functions, call-handling procedures, basic system troubleshooting information, and routine maintenance procedures. This document is availabe in languages other than English and can be ordered from the BCS Publications Catalog web site. Hospitality DEFINITY ECS and Guestworks Release 8.2 — Hospitality Operations, 555-233-755, Issue 1 Provides step-by-step procedures for using the features available for the lodging and health industries to improve their property management and to provide assistance to their employees and clients. Includes detailed descriptions of reports.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 References 1611 Basic DEFINITY ECS documents 21 Non-U.S. audiences DEFINITY ECS — Application Notes for Type Approval Describes specific hardware and administration required to operate the DEFINITY ECS in countries outside the United States. Available on the DEFINITY ECS Release 8.2 Library CD only.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 1612 Glossary and abbreviations GL Glossary and abbreviations Numerics 800 service A service in the United States that allows incoming calls from certain areas to an assigned number for a flat-rate charge based on usage. A AA Archangel. See angel. AAC ATM access concentrator AAR See Automatic Alternate Routing (AAR). abandoned call An incoming call in which the caller hangs up before the call is answered. Abbreviated Dialing (AD) A feature that allows callers to place calls by dialing just one or two digits. AC 1. Alternating current. 2. See Administered Connection (AC) . AAR Automatic Alternate Routing ACA See Automatic Circuit Assurance (ACA). ACB See Automatic Callback (ACB). ACD See Automatic Call Distribution (ACD). ACD agent See agent. ACU See Automatic calling unit (ACU) ACW See after-call work (ACW) mode. access code A 1-, 2-, or 3-digit dial code used to activate or cancel a feature, or access an outgoing trunk.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Glossary and abbreviations 1613 access endpoint Either a nonsignaling channel on a DS1 interface or a nonsignaling port on an analog tie-trunk circuit pack that is assigned a unique extension. access tie trunk A trunk that connects a main communications system with a tandem communications system in an electronic tandem network (ETN). An access tie trunk can also be used to connect a system or tandem to a serving office or service node. Also called access trunk. access trunk See access tie trunk . ACCUNET A trademarked name for a family of digital services offered by AT&T in the United States. ACD See Automatic Call Distribution (ACD). ACD also refers to a work state in which an agent is on an ACD call. ACD work mode See work mode . active-notification association A link that is initiated by an adjunct, allowing it to receive event reports for a specific switch entity, such as an outgoing call. active-notification call A call for which event reports are sent over an active-notification association (communication channel) to the adjunct. Sometimes referred to as a monitored call. active notification domain VDN or ACD split extension for which event notification has been requested. ACU See Automatic calling unit (ACU). AD See Abbreviated Dialing (AD). ADAP AUDIX Data Acquisition Package ADC See analog-to-digital converter (ADC). adjunct A processor that does one or more tasks for another processor and that is optional in the configuration of the other processor. See also application . adjunct-control association A relationship initiated by an application via Third Party Make Call, the Third Party Take Control, or Domain (Station) Control capabilities to set up calls and control calls already in progress. adjunct-controlled call Call that can be controlled using an adjunct-control association. Call must have been originated via Third Pa r t y M a k e C a l l or Domain (Station) Control capabilities or must have been taken control of via Third Party Ta k e C o n t ro l or Domain (Station) Control capabilities.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Glossary and abbreviations 1614 adjunct-controlled split An ACD split that is administered to be under adjunct control. Agents logged into such splits must do all tele- phony work, ACD login/ logout, and changes of work mode through the adjunct (except for auto-available adjunct-controlled splits, whose agents may not log in/out or change work mode). adjunct-monitored call An adjunct-controlled call, active-notification call, or call that provides event reporting over a domain-control association. Adjunct-Switch Application Interface (ASAI) A recommendation for interfacing adjuncts and communications systems, based on the CCITT Q.932 specifi- cation for layer 3. ADM Asynchronous data module administer To access and change parameters associated with the services or features of a system. Administered Connection (AC) A feature that allows the switch to automatically establish and maintain end-to-end connections between access endpoints (trunks) and/or data endpoints (data modules). administration group See capability group . administration terminal A terminal that is used to administer and maintain a system. See also terminal . Administration Without Hardware (AWOH) A feature that allows administration of ports without associated terminals or other hardware. ADU See asynchronous data unit (ADU). AE See access endpoint. after-call work (ACW) mode A mode in which agents are unavailable to receive ACD calls. Agents enter the ACW mode to perform ACD-related activities such as filling out a form after an ACD call. AG ASAI Gateway agent A person who receives calls directed to a split. A member of an ACD hunt group or ACD split. Also called an ACD age nt. agent report A report that provides historical traffic information for internally measured agents. AIM Asynchronous interface module AIOD Automatic Identification of Outward Dialing ALBO Automatic Line Build Out
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Glossary and abbreviations 1615 All trunks busy (ATB) The state in which no trunks are available for call handling. ALM-ACK Alarm acknowledge American Standard Code for Information Interchange See ASCII (American Standard Code for Information Interchange) . AMW Automatic Message Waiting AN Analog analog The representation of information by continuously variable physical quantities such as amplitude, frequency, and phase. See also digital . analog data Data that is transmitted over a digital facility in analog (PCM) form. The data must pass through a modem either at both ends or at a modem pool at the distant end. analog telephone A telephone that receives acoustic voice signals and sends analog electrical signals along the telephone line. Analog telephones are usually served by a single wire pair (tip and ring). The model-2500 telephone set is a typical example of an analog telephone. analog-to-digital converter (ADC) A device that converts an analog signal to digital form. See also digital-to-analog converter (DAC) . angel A microprocessor located on each port card in a processor port network (PPN). The angel uses the con- trol-channel message set (CCMS) to manage communications between the port card and the archangel on the controlling switch-processing element (SPE). The angel also monitors the status of other microprocessors on a port card and maintains error counters and thresholds. ANI See Automatic Number Identification (ANI). ANSI American National Standards Institute. A United States professional/technical association supporting a vari- ety of standards. answerback code A number used to respond to a page from a code-calling or loudspeaker-paging system, or to retrieve a parked call. AOL Attendant-offered load AP Applications processor APLT Advanced Private-Line Termination
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Glossary and abbreviations 1616 appearance A software process that is associated with an extension and whose purpose is to supervise a call. An extension can have multiple appearances. Also called call appearance, line appearance, and occurrence. See also call appearance. application An adjunct that requests and receives ASAI services or capabilities. One or more applications can reside on a single adjunct. However, the switch cannot distinguish among several applications residing on the same adjunct and treats the adjunct, and all resident applications, as a single application. The terms application and adjunct are used interchangeably throughout this document. applications processor A micro-computer based, program controlled computer providing application services for the DEFINITY switch. The processor is used with several user-controlled applications such as traffic analysis and electronic documentation. application service element See capability group . architecture The organizational structure of a system, including hardware and software. ARS See Automatic Route Selection (ARS). ASAI See Adjunct-Switch Application Interface (ASAI) ASCII (American Standard Code for Information Interchange) The standard code for representing characters in digital form. Each character is represented by an 8-bit code (including parity bit). association A communication channel between adjunct and switch for messaging purposes. An active association is one that applies to an existing call on the switch or to an extension on the call. asynchronous data transmission A method of transmitting data in which each character is preceded by a start bit and followed by a stop bit, thus permitting data characters to be transmitted at irregular intervals. This type transmission is advantageous when transmission is not regular (characters typed at a keyboard). Also called asynchronous transmission. See also synchronous data transmission . asynchronous data unit (ADU) A device that allows direct connection between RS-232C equipment and a digital switch. Asynchronous Transfer Mode (ATM) A packet-like switching technology in which data is transmitted in fixed-size (53-byte) cells. ATM provides high-speed access for data communication in LAN, campus, and WAN environments. AT B See All trunks busy (ATB). AT D See Attention dial (ATD). attendant A person at a console who provides personalized service for incoming callers and voice-services users by per- forming switching and signaling operations. See also attendant console .