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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 Managing multimedia calling 277 Enhanced Mode MM complex 9 Call association (routing). Typically incoming voice calls consist of 2 B-channel calls to the same address, to provide greater bandwidth and better video resolution. DEFINITY ECS attempts to correctly pair up incoming calls and offer them as a unit to a single agent. MMCH uses call association to route both calls to the extension that answered the first call, regardless of how the call was routed internally. Two 56K/64K data calls with the same calling party number to the same destination number are considered to be associated. The system makes every attempt to route both calls of a 2-channel call to the same answering party. If the first call terminates at a member of a hunt group, the second call does not have to hunt, but goes directly to the same member. In order for 2B multimedia calls to be correctly given to a single agent, incoming calls to the hunt group must have ANI information. The ANI information may be in the form of ISDN calling party number or DCS calling party number. Multimedia calls made on the same switch as the hunt group are easily associated. If multimedia calls into a hunt group have insufficient ANI information (i.e. all calls from switch X to switch Y include the LDN for switch X), then as the volume of calls increases the number of mis-associated calls will increase. If multimedia calls into a hunt group have no ANI information, the switch will never associate pairs of calls and all calls will be treated independently and routed to separate agents. This is not a recommended configuration. Multimedia vectors. Very often, calls are routed to hunt groups or skills via a vector. The existing VDNs and vectors which exist for routing voice calls can be used to route multimedia calls. In order to use a vector for multimedia calls, you must set the Multimedia field on the vector form to y. This field has no effect on voice calls routing through the vector. This field will cause multimedia calls routed through the vector to receive early answer treatment prior to processing the vector steps. This provides a talk path to the caller for announcements or immediate conversation with an agent. NOTE: Vectors which have the Multimedia field set must eventually route to hunt groups, skills or numbers which are voice extensions. A vector with the multimedia field set to y should never be set up to route to a hunt group or number which is a data extension.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Managing multimedia calling 278 Enhanced Mode MM complex 9 Interactions Interactions are listed here only if the operation is different from standard. nAdministered Connections An Enhanced multimedia complex voice station may serve as the origination point or destination of an administered connection. If the Multimedia call feature access code is included in the administration of the administered connection, this will result in a video AC. An Enhanced multimedia complex H.320 DVC system may not serve as the origination point of an administered connection. nX-porting You cannot use X in the port field when administering a data module or the data endpoint in a multimedia complex. However, you can use this to administer the telephone. nBridged Appearances Enhanced multimedia complex voice station users can bridge onto a call if the user has a bridged appearance. If the bridged appearance is for a multimedia call, selecting the bridged appearance will result in a multimedia call. nCall Detail Recording Each channel of a 2-channel multimedia call generates a separate CDR record that is tagged as data. nCall forwarding Users cannot forward calls from a multimedia complex using multi-number dialing, either by mm-multnmbr button or feature access code. nCall Park Any station can park a multimedia call, and unpark the call from another telephone. If a multimedia call is unparked by an Enhanced mode complex station, a multimedia call will result. Users cannot park or unpark calls using multimedia endpoints. nCall Pickup Any member of a pickup group can answer a multimedia call after the call has begun alerting at a station call appearance. If the station picking up the call is an Enhanced mode complex station and the call is multimedia, a multimedia call will result. This is true for standard or directed call pickup. nConsult After a multimedia call has been answered, consult may be used when transferring or conferencing the call.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Managing multimedia calling 279 Enhanced Mode MM complex 9 nCOR/COS The Class of Restriction and Class of Service for a multimedia call originated from an Enhanced multimedia complex are those of the voice station in the complex. nData Call Setup An Enhanced mode multimedia H.320 DVC system may not originate calls from the DVC system. All calls, both voice or video are originated from the voice station. nData Hotline An Enhanced multimedia complex H.320 DVC endpoint may not be used to originate a call for hotline dialing. In order to setup a video hotline function with an Enhanced mode complex, the hotline number administered for the voice station should include the Multimedia call feature access code. nData Trunk Groups Data trunk groups may be used to carry H.320 calls of a fixed (administered) bearer capability. nISDN Trunk Groups Lucent Technologies highly recommends that you use ISDN trunks for multimedia calls. ISDN PRI trunks allow complete 1-number access for an Enhanced multimedia complex. ANI provided over PRI trunks allows correct routing of multiple bearer channels to the correct destination device. ISDN also provides the bearer capability on a call by call basis that can be used to distinguish voice calls from multimedia calls. nNight Service Incoming H.320 calls follow established night-service processing for data calls. nRemote Access The switch does not prevent Enhanced multimedia complexes from attempting to use remote access. However, these endpoints will most likely not be able to dial the necessary codes. nStation Hunting Multimedia calls to Enhanced mode complex voice stations that have an extension administered in the hunt-to-station field hunt based on established hunting criteria. If the hunt-to-station is also an Enhanced mode complex station, a multimedia call will result when the call is answered.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Managing multimedia calling 280 Enhanced Mode MM complex 9 nTerminating Extension Groups A multimedia call to a TEG may be answered by any member of the TEG. If the member answering the call is an Enhanced mode complex station, a multimedia call will result. nTelephone Display Display information for calls to or from an Enhanced multimedia complex contains the display information associated with the voice station. Troubleshooting If one channel of a 2 B-channel call goes down, your choices are to continue with reduced transmission quality, or to hang up the call and start over. It is not possible to re-establish the second channel while the call is still active. If you cannot share data with others, it may be that both parties do not have the same endpoint software. This is true for some data collaboration, but most whiteboard and file transfer software implementations are compatible. Monitoring MMCH This section briefly discusses some of the commands you can use to monitor multimedia complexes and conferences. DEFINITY ECS Maintenance for R7si and DEFINITY ECS Maintenance for R7r discuss these commands and their output in detail.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Managing multimedia calling 281 Enhanced Mode MM complex 9 Status commands The status commands for data module, station, trunk, and attendant provide the conference ID and endpoint ID for any of these involved in an active multimedia conference. Action Objects Qualifier display station data modulexxxxx (extension) xxxxx (extension) list mmi measurements multimedia multimedia-interface voice-conditioner esm endpoints [’print’ or ’schedule’] h.320-stations [’print’ or ’schedule’] status attendant conference conference conference data module station trunk esmxxxx (console number) all xxx (conference ID) xxx (conference ID) endpoint (endpoint ID) xxxxx (extension) xxxxx (extension) (group number or group number/member number)
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1
April 2000
Managing multimedia calling
282 Enhanced Mode MM complex
9
Screen 19. Status Station 1002 — General Status Form
The following fields specific to multimedia appear on the status station, attendant,
data module and trunk screens.
nMM Conference ID — This field appears only if the station is active on a
multimedia conference. It displays the ID for the conference. Enter this
number with the status conference command to get more information about
this conference.
nMM Endpoint ID — This field appears only if the station is active on a
multimedia conference. It displays the endpoint ID for the station. Enter
this number with the status conference endpoint command to learn more
about this endpoint’s involvement in the conference.
List commands
The
list multimedia endpoints command shows you all the multimedia data
modules that exist in your system, and their associated telephones, if any. The
list
multimedia H.320-stations
command shows you all the stations that are
administered for H.320 conversion.
status station 1002
GENERAL STATUS
Type: 7405D Service State: in-service/on-hook
Extension: 1002 Maintenance Busy? no
Port: 01C0702 SAC Activated? no
Call Parked? no User Cntrl Restr: none
Ring Cut Off Act? no Group Cntrl Restr: none
Active Coverage Option: 1 CF Destination Ext:
MM Conference ID:
MM Endpoint ID:
Message Waiting:
Connected Ports:
ACD STATUS HOSPITALITY STATUS
Agent Logged In Work Mode AWU Call At:
User DND: not activated
Group DND: not activated
Room Status: non-guest room
On ACD Call? no
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Managing multimedia calling 283 Enhanced Mode MM complex 9 Screen 20. List Multimedia Endpoints Form Screen 21. List Multimedia H.320-Stations Form Considerations Each channel of a 2-channel BRI call takes one port on an MMI circuit pack. This alone limits the number of multimedia calls your system can handle. In addition, each conference takes one port on a voice-conditioner circuit pack. Also, there is a limit to the number of conversion calls that the system can handle simultaneously. If you experience traffic problems after installing multimedia, you may want to lower the number of stations that use H.320 conversion. MULTIMEDIA ENDPOINTS Data Ext MM Complex Voice Ext H.320 Conversion? 100 87654 y 1321 15683 738 n MULTIMEDIA H.320-STATIONS Station Ext MM Data Ext 100 87654 1321 15683 738
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Managing multimedia calling 284 Enhanced Mode MM complex 9
Setting up telecommuting 285 Configuring DEFINITY ECS for telecommuting 10 DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 10 Setting up telecommuting Configuring DEFINITY ECS for telecommuting Telecommuting emphasizes the ability to perform telephony activities while remote from the DEFINITY ECS. It is a combination of four features which permit you to remotely perform changes to your station’s Coverage and Call Forwarding. NOTE: If you are operating in a DCS environment, you need to assign a different telecommuting-access extension to each switch and tell your users which extension they should use. A user can set up call coverage from any of the DCS nodes, but needs to dial the telecommuting-access extension of the node on which their station is defined before using the feature access code. nCoverage of Calls Redirected Off Net (CCRON) allows you to redirect calls off-net onto the public network and bring back unanswered calls for further coverage. NOTE: If a call covers or forwards off net and an answering machine answers the call or it is directed to a cellular phone and a cellular announcement is heard, the switch views this call as an answered call. The switch does not bring the call back to the switch for further routing.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Setting up telecommuting 286 Configuring DEFINITY ECS for telecommuting 10 nThe Extended User Administration of Redirected Calls feature allows you to change the direction of calls to your station. This activates the capability to have 2 coverage path options. These 2 path options can be specified on the station screen; however, unless the Can Change Coverage field is set to y on the Class of Restriction screen the second path option cannot be populated. nThe Personal Station Access feature gives you an extension number, a Merge feature access code, and a personalized security code and tells you which office phone you can use. This allows you to take your phone, as long as the phones are the same type, anywhere on the same switch. nThe Answer Supervision feature provides supervision of a call directed out of the switch either by coverage or forwarding and determines whether the switch should bring the call control back. Before you start Ensure you have the following equipment: nTone Clock — Tone Detector and Call Classifier nCall Classifier — Detector n1264-TMx software nDEFINITY extender — switch module or standalone rack mount (Digital Communications Protocol (DCP) or Integrated Services Digital Network (ISDN)) For more information about this equipment, refer to the DEFINITY ECS System Description. Verify the following fields on the System Parameters Customer-Options screen are set to y. nCvg Of Calls Redirected Off-Net nExtended Cvg/Fwd Admin nPersonal Station Access nTerminal Translation Initialization (TTI) If neither DEFINITY extender nor the System Parameters Customer Options fields are configured, contact your Lucent representative. Verify the telecommuting access extension is a direct inward dialing (DID) or a central office (CO) trunk destination for off-premises features to work.