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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 Screen reference 677 Feature-Related System Parameters 17 For information on CentreVu® Advocate, please contact your Lucent Account Executive or see the CentreVu® Advocate User Guide (585-215-855). Service Level Supervisor Call Selection Override This field determines whether DEFINITY ECS changes agents’ call handling preferences when a skill using Service Level Supervisor exceeds its Level 1 threshold. For information on CentreVu ® Advocate, please contact your Lucent Account Executive or see the CentreVu® Advocate User Guide (585-215-855). Reason Codes Parameters Aux Work Reason Code Type Valid entries Usage current-wait- time Current Wait Time selects the oldest call waiting for any of the agent’s skills. predicted-wait- time .Predicted Wait Time is a feature of CentreVu ® Advocate. Valid entries Usage y Enter y if you want to override the normal call handling preferences of a skill’s assigned agents in this situation. nEnter n if you do not want to override agents’ normal call handling preferences when the skill exceeds its Level 1 threshold. Service Level Supervisor requires Expert Agent Selection and CentreVu ® Advocate. Valid entries Usage none Enter none if you do not want an agent to enter a Reason Code when entering AUX work. requestedEnter requested if you want an agent to enter a Reason Code when entering AUX mode but do not want to force the agent to do so. To enter requested the Reason Codes and EAS on the System-Parameters Customer-Option screen must be y. forcedEnter forced to force an agent to enter a Reason Code when entering AUX mode. To enter forced, the Reason Codes and EAS on the System-Parameters Customer-Option screen must be y.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Screen reference 678 Feature-Related System Parameters 17 Logout Reason Code Type Call Management System Parameters: Adjunct CMS Release Specifies the release of the CMS adjunct used with the system. ACD Login Identification Length Enter the number of digits for an ACD Agent Login ID if Expert Agent Selection (EAS) on the System-Parameters Customer-Options screen is n. If BCMS/VuStats Login IDs is y, the ACD Login ID length must be greater than 0. This field identifies an ACD agent to CMS. The number you enter in this field must equal the number of characters in the agent’s login ID. Valid entries Usage none Enter none if you do not want an agent to enter a Reason Code when logging out. requestedEnter requested if you want an agent to enter a Reason Code when logging out but do not want to force the agent to do so. To enter requested the Reason Codes and EAS on the System-Parameters Customer-Option screen must be y. forcedEnter forced to force an agent to enter a Reason Code when logging out. Enter forced to force an agent to enter a Reason Code when entering AUX mode. To enter forced, the Reason Codes and EAS on the System-Parameters Customer-Option screen must be y. Valid entries Usage R2 R3 R3V2 R3V4 R3V5 R3V6 blank For CMS, this field cannot be blank. Valid entries Usage 0 –9For CMS, this field cannot be 0.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Screen reference 679 Feature-Related System Parameters 17 BCMS/VuStats Measurement Interval You can enter half-hour or hour for polling and reporting measurement data if the BCMS (Basic) and/or the VuStats on the System-Parameters Customer-Options screen is y. BCMS/VuStats Abandon Call Timer (seconds) Specifies the number of seconds before calls are considered abandoned. Calls with talk time that is less than this number (and that are not held) are tracked by BCMS and displayed by VuStats as ABAND calls. Validate BCMS/VuStats Login IDs Clear VuStats Shift Data Valid entries Usage half-hour There are a maximum of 25 time slots available for measurement intervals. If hour is specified, an entire day of traffic information will be available for history reports; otherwise, only half a day will be available. This does not affect daily summaries as they always reflect traffic information for the entire day. The interval may be changed at any time, but will not go into effect until the current interval completes.hour Valid entries Usage 1 –10 Valid entries Usage y Enter y to allow entry only of login-IDs that have been entered on the BCMS Login-ID screen. n Enter n to allow entry of any ACD login of the proper length. Valid entries Usage on-login Enter on-login to clear shift data for an agent when the agent logs in. at-midnightEnter at-midnight to clear shift data for all agents at midnight.
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1
April 2000
Screen reference
680 Feature-Related System Parameters
17
Remove Inactive BCMS/VuStats Agents
If option yes is used, agents are removed from reports when they have no staff
time during the previous 7 days. If option no is used, the agents remain on the
report even if they have no staff time for any period of time.
Field descriptions for page 10
Screen 94. Feature-Related System Parameters screen
Automatic Exclusion by COS
Activates automatic exclusion automatically by class of service when a user goes
off hook on a station with an assigned
EXCLUSION button. This works only for
stations on the local switch.
Automatic Exclusion Coverage/Hold
Appears when Automatic Exclusion by COS field is
y.
Valid entries Usage
y
Enables automatic exclusion by a class of service.
nExclusion operates normally. See Exclusion on ‘‘Telephone
feature buttons’’ on page 58 for more information.
Valid entries Usage
y
The principal can bridge onto the call by pressing the appropriate
bridged appearance button. And, if the coverage point places the
exclusion call on hold, the principal can retrieve the call.
nIf a coverage point has answered a call and there is active
exclusion on the call, the principal cannot bridge onto the call.
And, if the coverage point places the exclusion call on hold, the
principal cannot retrieve the call.
change system-parameters features Page 10 of
10
FEATURE-RELATED SYSTEM PARAMETERS
AUTOMATIC EXCLUSION PARAMETERS
Automatic Exclusion by COS? y
Automatic Exclusion Coverage/Hold? y
Automatic Exclusion with Whisper Page? y
Recall Rotary Digit: 2
Password to Change COR by FAC: *
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Screen reference 681 Group Paging Using Speakerphone 17 Automatic Exclusion with Whisper Page Appears when Automatic Exclusion by COS field is y. Recall Rotary Digit This establishes the digit to use for rotary phones to receive recall dial tone. Dialing this digit simulates switch hook flash so that users of rotary phones can use features such as conference and transfer. The phone must also be administered to use the recall rotary digit. Password to Change COR by FAC Appears if, on the System-Parameters Customer-Options screen, the Change COR by FAC field is y. Lucent recommends using this password option. Group Paging Using Speakerphone Use this screen to assign digital speakerphones to a paging group. Users can page all the phones in the group simultaneously by dialing the group’s extension. Valid entries Usage y The whisper page goes through to an excluded call. nThe whisper page is denied when a station attempts to whisper page to a station that is on an excluded call. Valid entries Usage 0–9 Enter the digit users can dial to generate recall dial tone. Use a number that is not the first digit in normal dialing patterns. Valid entries Usage 4 - 8 digits Requires the password option. blank Disables the password option.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Screen reference 682 Group Paging Using Speakerphone 17 Screen 95. Group Paging Using Speakerphone screen Group Number This field displays the identifying number the switch assigns to the group when it is created. Group Extension Group Name Valid entries Usage An extension numberAssign the extension users will dial to page the members of this group. Valid entries Usage 1 to 27 charactersEnter a name that’s informative to users, because it appears on callers’ phone displays when they page the group. add group-page next Page 1 of 1 GROUP PAGING USING SPEAKERPHONE Group Number: 1 Group Extension: 3210 Group Name: Sales staff COR: 5 GROUP MEMBER ASSIGNMENTS Ext Name Ext Name 1: 2009 B. Smith 17: 2: 2010 R. Munoz 18: 3: 2011 Y. Lu 19: 4: 2012 A. Sullivan 20: 5: 21: 6: 22: 7: 23: 8: 24: 9: 25: 10: 26: 11: 27: 12: 28: 13: 29: 14: 30: 15: 31: 16: 32:
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Screen reference 683 Hospitality 17 COR Ext Name When you save your changes, the switch fills in this display field with the name assigned to each extension on the Station screen. Related topics Refer to ‘‘ Paging over speakerphones’’ on page 381 for complete instructions. Refer to ‘‘ Group paging’’ on page 1343 for a description of the feature. Hospitality This screen is used to implement the system parameters associated with the hospitality features. To use and administer the Hospitality-related features, Hospitality must be y on the System-Parameters Customer-Options screen. Contact your Lucent representative for assistance. Valid entries Usage 0 to 95Enter a class of restriction. In order to page the group, users’ class of restriction must give them calling permission for the group’s class of restriction. Valid entries Usage An extension numberAssign a phone to the group by entering its extension number in this field.
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1
April 2000
Screen reference
684 Hospitality
17
Field descriptions for page 1
Screen 96. Hospitality
Message Waiting Configuration
This indicates whether message waiting notification requests and changes are
being exchanged between the server and the PMS.
Controlled Restrictions Configuration
This indicates whether controlled restriction information is being exchanged
between the server and the PMS.
Valid entries Usage
act-nopms
The message is acknowledged (MESSAGE ACK), but no
action is taken.
act-pmsMessage waiting is active on the server and information
between the PMS and server is being transmitted.
Valid entries Usage
act-nopms
The message is acknowledged (MESSAGE ACK), but no
action is taken.
act-pmsThe server and the PMS exchange and accept controlled
restriction information.
change system-parameters hospitality Page 1 of 3
HOSPITALITY
Message Waiting Configuration: act-nopms
Controlled Restrictions Configuration: act-nopms
Housekeeper Information Configuration: act-nopms
Number of Housekeeper ID Digits: 0
Extension of PMS Log Printer:
Extension of Journal/Schedule Printer:
Client Room Coverage Path Configuration: act-nopms
Default Coverage Path for Client Rooms:
Forward PMS Messages to Intuity Lodging? n
PMS LINK PARAMETERS
Extension of PMS:
PMS Protocol Mode: transparent ASCII mode? n
Seconds before PMS Link Idle Timeout: 20
Milliseconds before PMS Link Acknowledgment Timeout: 500
PMS Link Maximum Retransmissions: 3
PMS Link Maximum Retransmission Requests: 3
Take Down Link for Lost Messages? y
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Screen reference 685 Hospitality 17 Housekeeper Information Configuration This indicates whether housekeeper information is being exchanged between the server and the PMS. Number of Housekeeper ID Digits Extension of PMS Log Printer This is a valid data extension number that is assigned to the data module connected to the PMS/Log printer. Extension of Journal/Schedule Printer This is a valid data extension number that is assigned to the data module connected to the Journal/Schedule printer. Valid entries Usage act-nopms The message is acknowledged (MESSAGE ACK), but no action is taken. act-pmsIf active (act-pms), the server and PMS exchange and accept housekeeper information. Valid entries Usage 0 to 6Enter the number of digits that the housekeeper must dial for identification. Valid entries Usage Valid data extension numberCannot be a VDN extension. This extension is dialed by the server to send housekeeping and PMS events to the printer. Valid entries Usage Valid data extension numberCannot be a VDN extension. This extension can be the same as the PMS/Log printer and both sets of reports may be printed on the same printer. This extension is dialed by the server to send journal information or schedule reports to the printer.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Screen reference 686 Hospitality 17 Client Room Coverage Path Configuration This indicates whether the server and the PMS exchange coverage path information for guest stations. Default Coverage Path for Client Rooms This applies only to stations with a “client room” class of service in the “occupied” mode. This field is used for transparent or ASCII mode. The value in this field is also used during a translation save as the coverage path for each station with “client room” class of service. Forward PMS Message to INTUITY Lodging This field is used only in ASCII mode. Extension of PMS Valid entries Usage act-nopms The message is acknowledged (MESSAGE ACK), but no action is taken. act-pmsIf active (act-pms), the server and PMS exchange and accept coverage path information. This field does not apply to normal mode. When upgrading from a release that does not support this feature, the field is set to act-pms if the PMS protocol mode is administered for transparent or ASCII mode. Valid entries Usage 1 to 999Enter the coverage path assigned when the server receives a check-out message for a valid extension or a new check-in. Valid entries Usage y PMS-to-INTUITY messages are sent through the server. n PMS-to-INTUITY messages are sent directly to the Lucent INTUITY Lodging system. Valid entries Usage Valid extensionEnter the data extension number the server dials to access PMS. Cannot be a VDN extension.