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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 group communication 387 Observing calls 14 4. In the Grp field, type 1. This is the number of the intercom group. Since an extension can belong to more than one intercom group, you must assign a group number to intercom buttons. 5. In the DC field, type 2. This is the dial code for extension 2011, the destination extension. 6. Press ENTER to save your changes. 7.Repeat steps 1–6 for extension 2011. Assign a dial code of 1 to 2011’s automatic intercom button. To give a member of a group the ability to make intercom calls to all the other members, administer a Dial Intercom button on the member’s phone. Type the number of the intercom group in the Grp field beside the Dial Intercom button. You can also give one user instant, one-way access to another. For example, to give user A instant, one-way access to user B, administer an Automatic Intercom button on A’s phone only. You don’t have to administer any intercom button on B’s phone. If B has a Dial Intercom button, he can make an intercom call to A the same way as he would to any other group member. When users are in the same call pickup group, or if Directed Call Pickup is enabled on your switch, one user can answer an intercom call to another user. To allow users to pick up intercom calls to other users, you must enter y in the Call Pickup on Intercom Calls field on the Feature-Related System Parameters screen. Related topics Refer to ‘‘ Abbreviated Dialing’’ on page 1129 for information on another way for users to call each other without dialing complete extension numbers. Refer to ‘‘ Intercom’’ on page 1377 for detailed information on intercom functions. Observing calls Use this procedure to allow designated users, normally supervisors, to listen to other users’ calls. This capability is often used to monitor service quality in call centers and other environments where employees serve customers over the phone. On DEFINITY ECS, this is called “service observing” and the user observing calls is the “observer.”
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Managing group communication 388 Observing calls 14 This section describes service observing in environments without Automatic Call Distribution (ACD) or call vectoring. To use service observing in those environments, refer to DEFINITY ECS Guide to ACD Call Centers. Before you start On the System Parameter Customer-Options screen, verify the: nService Observing (Basic) field is y. If you want to enable remote service observing by allowing remote users to dial a feature access code, verify the: nService Observing (Remote/By FAC) field is y If the appropriate field is not enabled, contact your Lucent representative. Instructions !SECURITY ALERT: 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. In this example, we’ll set up service observing for a manager. The manager’s class of restriction is 5. We’ll assign a feature button to the manager’s phone and allow her to monitor calls on local extensions that have a class of restriction of 10. Everyone on an observed call will hear a repetitive warning tone. To set up service observing: 1. Set the observer’s class of restriction to permit service observing: a. In the Class of Restriction screen for COR 5, type y in the Can Be A Service Observer? field. b. Move to the page of the Class of Restriction screen that shows service observing permissions. c. Type y in the field for class of restriction 10. 2. In the Class of Restriction screen for COR 10, type y in the Can Be Service Observed? field. Anyone with class of restriction 5 now has permission to observe extensions with class of restriction 10. To further restrict who can observe calls or be observed, you may want to create special classes of restriction for both groups and use these classes only for the appropriate extensions.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Managing group communication 389 Observing calls 14 3.In the Station screen, assign a Service Observing button to the observer’s phone. A service observing button permits users to switch between listen-only and listen-and-talk modes simply by pressing the button. 4. To activate the warning tone, type y in the Service Observing — Warning Tone field on the Feature-Related System Parameters screen. 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. In order for users to activate service observing by feature access codes, use the Feature Access Code screen to administer codes in one or both of the following fields: nService Observing Listen Only Access Code nService Observing Listen/Talk Access Code When using feature access codes, observers must choose a mode at the start of the session. They cannot switch to the other mode without ending the session and beginning another. NOTE: Feature access codes are required for remote observing. Related topics Refer to ‘‘Service observing’’ on page 1483 for detailed information on service observing.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Managing group communication 390 Observing calls 14
Managing data calls 391 Types of data connections 15 DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 15 Managing data calls Types of data connections You can use the DEFINITY system to allow the following types of data elements/devices to communicate to the world: nData Terminals nPersonal computers nHost Computers (for example, CentreVu CMS or Intuity AUDIX) nDigital Phones (Digital Communications Protocol (DCP) and Integrated Services Digital Network-Basic Rate Interface (ISDN-BRI)) nAudio/Video Equipment nPrinters nLocal Area Networks (LAN) You enable these connections using a large variety of data communications equipment, such as: nModems nData Modules nAsynchronous Data Units (ADUs) nModem Pools nData/modem pooling circuit packs
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Managing data calls 392 Data Call Setup 15 Once you have connected these data devices to the switch, you can use networking and routing capabilities to allow them to communicate with other devices over your private network or the public network. This section describes the system features available to enable data communications. Data Call Setup Data Call Setup provides multiple methods to set up a data call: nData-terminal (keyboard) dialing nTelephone dialing nHayes AT command dialing nAdministered connections nHotline dialing Administering Data Call Setup For data-terminal dialing: 1. Choose one of the following data modules and administer all fields: nProcessor/Trunk Data Module nData Line Data Module n7500 Data Module 2. On the Modem Pool Group screen, administer the Circuit Pack Assignments field. Refer to ‘‘ Modem Pool Group’’ on page 817 for more information. For telephone dialing: 1. Choose one of the following: nOn the Feature Access Code screen, administer the Data Origination Access Code field. Refer to ‘‘ Feature Access Code’’ on page 619 for more information. nOn the Station screen, assign one button as data-ext (Ext:). Refer to ‘‘ Station’’ on page 882 for more information. 2. Choose one of the following data modules and administer all fields: nProcessor/Trunk Data Module nData Line Data Module
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Managing data calls 393 Data Call Setup 15 3. On the Modem Pool Group screen, administer the Circuit Pack Assignments field. Refer to ‘‘ Modem Pool Group’’ on page 817 for more information. Depending on the hardware used, assign ports to the following: nData modules n7400D-series or CALLMASTER digital telephones n7500D-series telephones with asynchronous data module (ADM) nAnalog modems (port is assigned using 2500 telephone screen) Characters used in Data Call Setup Basic-digit dialing is provided through an ADM or 7500B data module. The user can enter digits from 0 to 9, *, and # from a 7500 or 8500 series telephone keypad or an EIA-terminal interface. In addition, the user can dial the following special characters. Each line of dialing information can contain up to 42 characters (the + an d % characters count as two each). Examples of dialing are: nDIAL: 3478 nDIAL: 9+(201) 555-1212 Table 4. Special characters Character Use SPACE, -, (, and) improves legibility. The switch ignores these characters during dialing. + character (wait) interrupts or suspends dialing until the user receives dial tone , (pause) inserts a 1.5-second pause % (mark) indicates digits for end-to-end signaling (touch-tone). This is required when the trunk is rotary. It is not required when the trunk is touch-tone. UNDERLINE or BACKSPACEcorrects previously typed characters on the same line @ deletes the entire line and starts over with a new DIAL: prompt
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Managing data calls 394 Data Call Setup 15 nDIAL: 8, 555-2368 nDIAL: 9+555-2368+%9999+123 (remote access) The following call-progress messages and their meanings are provided for DCP and ISDN-BRI modules. Table 5. Call-progress messages Message Application Meaning DIAL: DCP Equivalent to dial tone. Enter the desired number or FAC followed by Enter. CMD BRI Equivalent to dial tone. Enter the desired number or FAC followed by Enter. RINGING DCP, BRI Equivalent to ringing tone. Called terminal is ringing. BUSY DCP, BRI Equivalent to busy tone. Called number is busy or out of service. ANSWERED DCP, BRI Call is answered. ANSWERED - NOT DATADCP Call is answered and a modem answer tone is not detected. TRY AGAIN DCP, BRI Equivalent to reorder tone. System facilities are currently not available. DENIED DCP, BRI Equivalent to intercept tone. Call cannot be placed as dialed. ABANDONED DCP, BRI Calling user has abandoned the call. NO TONE DCP, BRI Tone is not detected. CHECK OPTIONSDCP, BRI Data-module options are incompatible. XX IN QUEUE DCP, BRI Current position in queue. PROCESSING DCP, BRI Out of queue. Facility is available. TIMEOUT DCP, BRI Time is exceeded. Call terminates. Continued on next page
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Managing data calls 395 Data Call Setup 15 DCP data modules Data-terminal dialing DCP data-terminal dialing allows a user to set up and disconnect data calls directly from a data terminal as follows. 1. At the DIAL: prompt, the user types the data number. The message RINGING displays. 2. If the call is queued, the message WAIT, XX IN QUEUE displays. The queue position XX updates as the call moves up in queue. FORWARDED DCP, BRI Equivalent to redirection-notification signal. Called terminal activates Call Forwarding and receives a call, and call is forwarded. INCOMING CALLDCP, BRI Equivalent to ringing. INVALID ADDRESSDCP Entered name is not in alphanumeric-dialing table. WRONG ADDRESSBRI Entered name is not in alphanumeric-dialing table. PLEASE ANS- DCP, BRI Originating telephone user transferred call to data module using One-Button Transfer to Data. TRANSFER DCP Data Call Return-to-Voice is occurring. CONFIRMED DCP, BRI Equivalent to confirmation tone. Feature request is accepted, or call has gone to a local coverage point. OTHER END DCP, BRI Endpoint has terminated call. DISCONNECTED DCP, BRI Call is disconnected. WAIT DCP, BRI Normal processing continues. WAIT, XX IN QUEUEDCP Call is in a local hunt-group queue. Ta b l e 5 .Call-progress messages — Continued Message Application Meaning Continued on next page
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Managing data calls 396 Data Call Setup 15 3. To originate and disconnect a call, the user presses BREAK. If the terminal does not generate a 2-second continuous break signal, the user can press originate/disconnect on the data module. 4. The user can enter digits at the DIAL: prompt. Telephone dialing DCP telephone dialing allows telephone users to originate and control data calls from a telephone. Users can set up a call using any unrestricted telephone and then transfer the call to a data endpoint. The primary way to make data calls is with multiappearance telephone data-extension buttons. Assign any administrable feature button as a data-extension button. The data-extension button provides one-touch access to a data module. The number of assigned data-extension buttons per telephone is not limited. The following options, either alone or combined, permit flexibility in making data calls from a telephone. nOne-Button Transfer to Data A user can transfer a call to the associated data module by pressing the data-extension button after the endpoint answers. nReturn-to-Voice A user can change the connection from data to voice. The user presses the data-extension button associated with the busy data module. If the user hangs up, the call disconnects. Return of a data call to the telephone implies that the same data call is continued in the voice mode, or transferred to point. The Return-to-Voice feature is denied for analog adjuncts. nData Call Preindication A user, before dialing a data endpoint, can reserve the associated data module by pressing the data-extension button. This ensures that a conversion resource, if needed, and the data module are reserved for the call. Use of Data Call Preindication before 1-button transfer to data is recommended for data calls that use toll-network facilities. Data Call Preindication is in effect until the associated data-extension button is pressed again for a 1-button transfer; there is no time-out.