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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 937 System Parameters Customer-Options 17 Mode Code Interface Allows you to use the Mode Code Voice Mail System Interface to connect the switch over a DTMF interface to I NTUITY AUDIX or other vendors’ voice mail systems. Multifrequency Signaling Provides for a screen of number signaling used between the switch and the central office. Multimedia Appl. Server Interface (MASI) Allows users of the Multimedia Communications Exchange (MMCX) to take advantage of certain DEFINITY ECS telephony features. Multimedia Call Handling (Basic) Allows administration of desktop video-conferencing systems as data modules associated with DEFINITY ECS voice stations in a multimedia complex. Users can dial one number to reach either endpoint (voice or data) in the complex. Also provides support for IP SoftPhones. Multimedia Call Handling (Enhanced) Allows a multifunction phone to control a multimedia call like a standard voice call. Also provides support for IP SoftPhones. Personal Station Access (PSA) Provides basic telecommuting package capability for Personal Station Access. Also provides support for IP SoftPhones. PNC Duplication This field only appears on DEFINITY ECS G3r. If set to y, the Enable Operation of PNC (Port Network Connectivity) Duplication field appears on the System Parameters Duplication screen. The Enable Operation of PNC Duplication field is set with the Enable Operation of SPE (Switch Processing Element) Duplication field to provide non-standard reliability levels (high, critical, or ATM PNC Network Duplication). Processor and System MSP Allows the customer administrator or technician to maintain processor and system circuit packs.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Screen reference 938 System Parameters Customer-Options 17 Private Networking Upgrades PNA or ETN software RTU purchased with earlier systems. Restrict Call Forward Off Net The system can monitor the disposition of an off-call and, if it detects busy, bring the call back for further processing, including call coverage. Secondary Data Module Provides ability to use any data module as a secondary data module. Station and Trunk MSP Provides the customer administrator or technician to maintain station and trunk circuit packs. Tenant Partitioning Provides for partitioning of attendant groups and/or stations and trunk groups. Typically this is used for multiple tenants in a building or multiple departments within a company or organization. Terminal Trans. Init. (TTI) Allows administrators of Terminal Translation Initialization (TTI) to merge an station administered with X in the Port field, to a valid port by dialing a system-wide TTI security code and the extension from a terminal connected to that port. Also provides support for IP SoftPhones. Time of Day Routing Provides AAR and ARS routing of calls based on the time of day and day of the week. You can take advantage of lower calling rates during specific times. Uniform Dialing Plan Provides 4– or 5–digit Uniform Dial Plan (UDP) and 1–4 digit steering. Also allows you to use Extended Trunk Access and Extension Number Portability features. Usage Allocation Enhancements Provides for assigning ISDN-PRI or ISDN-BRI Services/Features for Usage Allocation Plans. To use this enhancement, first set either the ISDN-PRI or ISDN-BRI Trunks fields to y.
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1
April 2000
Screen reference
939 System Parameters Customer-Options
17
Wideband Switching
Provides wideband data software for switching video or high-speed data. You can
aggregate DSO channels up to the capacity of the span. Wideband supports H0,
H11, and H12 standards, where applicable, as well as customer-defined data rates.
Wireless
Provides right to use for wireless applications in certain Network Systems sales.
You may purchase it from Lucent Technologies Network Wireless Systems.
Field descriptions for page 4
Call Center Optional Features
ACD
Automatic Call Distribution (ACD) automatically distributes incoming calls to
specified splits or skills. Provides the software required for the Call Center Basic,
Plus, Deluxe, and Elite features for the number of agents specified.
BCMS (Basic)
Provides real-time and historical reports about agent, ACD split, Vector Directory
Number (VDN) and trunk group activity.
Page 4 of 6
CALL CENTER OPTIONAL FEATURES
Call Center Release: 8.1
ACD? y Reason Codes? n
BCMS (Basic)? y
BCMS/VuStats LoginIDs? n Service Observing (Basic)? y
BCMS/VuStats Service Level? n Service Observing (Remote/By FAC)? n
Call Work Codes? n Service Observing (VDNs)? n
CentreVu Advocate? n Timed ACW? n
DTMF Feedback Signals For VRU? n Vectoring (Basic)? y
Expert Agent Selection (EAS)? y Vectoring (Prompting)? y
EAS-PHD? y Vectoring (G3V4 Enhanced)? y
Forced ACD Calls? n Vectoring (ANI/II-Digits Routing)? n
Lookahead Interflow (LAI)? n Vectoring (G3V4 Advanced Routing)? n
Multiple Call Handling (On Request)? n Vectoring (CINFO)? n
Multiple Call Handling (Forced)? n Vectoring (Best Service Routing)? n
PASTE (Display PBX Data on Phone)? n
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Screen reference 940 System Parameters Customer-Options 17 BCMS/VuStats LoginIDs Allows you to administer valid agent login IDs to monitor call activity by agent. This feature can be used when EAS is not optioned, or in addition to EAS login IDs. When this field is y, both BCMS and CMS use the same login ID for an agent. BCMS/VuStats Service Level Allows you to set up hunt groups or Vector Directory Numbers (VDNs) with an acceptable service level. An acceptable service level defines the number of seconds within which a call must be answered to be considered acceptable. Call Center Release Displays the call center release installed on the system. Call Work Codes Allows agents to enter digits for an ACD call to record customer-defined events such as account codes or social security numbers. CentreVu® Advocate Software that provides an integrated set of advanced features to optimize call center performance. For information on CentreVu® Advocate, contact your Account Executive. DTMF Feedback Signals For VRU Provides support for the use of C and D Tones to VRUs. EAS-PHD Increases the number of skills an agent can log in to from four to 20. Increases the number of agent skill preference levels from two to 16. Expert Agent Selection (EAS) Provides skills-based routing of calls to the best-qualified agent. Forced ACD Calls See Multiple Call Handling.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Screen reference 941 System Parameters Customer-Options 17 Lookahead Interflow (LAI) Provides Look-Ahead Interflow to balance the load of ACD calls across multiple locations. Multiple Call Handling (On Request) Allows agents to request additional calls when active on a call. Multiple Call Handling (Forced) Forces an agent to be interrupted with an additional ACD call while active on an ACD call. Splits or skills can be one forced, one per skill, or many forced. PASTE (Display PBX Data on Phone) Provides an interface between the display of a DCP telephone set and PC-based applications. Reason Codes Allows agents to enter a numeric code that describes their reason for entering the AUX work state or for logging out of the system. Service Observing (Basic) Allows a specified user to observe an in-progress call on a listen-only or listen-and-talk basis. Service Observing (Remote/By FAC) Allows users to service observe calls from a remote location or a local station using this feature’s access codes. Service Observing (VDNs) Provides the option of observing and/or monitoring another user’s calls. Timed ACW Places an auto-in agent in ACW for an administered length of time after completion of the currently active ACD call. Vectoring (Basic) Provides basic call vectoring capability.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Screen reference 942 System Parameters Customer-Options 17 Vectoring (Prompting) Allows flexible handling of incoming calls based on information collected from the calling party or from an ISDN-PRI message. Vectoring (G3V4 Enhanced) Allows the use of enhanced comparators, wildcards in digit strings for matching on collected digits and ANI or II-digits, use of Vector Routing Tables, multiple audio/music sources for use with wait-time command and priority level with the oldest-call-wait conditional. Vectoring (ANI/II-Digits Routing) Provides for ANI and II-Digits vector routing. Vectoring (G3V4 Advanced Routing) Provides for Rolling Average Speed of Answer Routing, Expected Wait Time Routing, and VDN Calls Routing. Vectoring (CINFO) Provides the ability to collect ced and cdpd from the network for vector routing. To use this enhancement, first set either the ISDN-PRI or ISDN-BRI Trunks fields to y. Vectoring (Best Service Routing) Enables the Best Service Routing™ feature. Through special vector commands, Best Service Routing allows you to compare splits or skills at local and remote locations and queue a call to the resource that will give the caller the best service.
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1
April 2000
Screen reference
943 System Parameters Customer-Options
17
Field descriptions for page 5
Screen 196. System Parameters Customer-Options
VDN of Origin Announcement
Provides a short voice message to an agent indicating the city of origin of the
caller or the service requested by the caller based on the VDN used to process the
call.
VDN Return Destination
Allows an incoming trunk call to be placed back in vector processing after all
parties, except the originator, drop.
VuStats
Allows you to present BCMS statistics on phone displays.
VuStats (G3V4 Enhanced)
Allows you to use the G3V4 VuStats enhancements including historical data and
thresholds.
Logged-In ACD Agents
Number of ACD Agents contracted for. This field limits the number of logged-in
ACD agents to a number no more than the maximum purchased. The value of this
field indicates the total of ACD agents that can be logged-in simultaneously.
Page 5 of 6
CALL CENTER OPTIONAL FEATURES
VDN of Origin Announcement? n VDN Return Destination? n
VuStats? n VuStats (G3V4 Enhanced)? n
Logged-In ACD Agents: 500 Logged-In CentreVu Advocate Agents: 500
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1
April 2000
Screen reference
944 System Parameters Customer-Options
17
The limit applies to ACD agents on ACD and EAS calls. Auto-Available Split
(AAS) agent ports are counted when they are assigned. AAS split or skill
members are also counted. If the port for an AAS split/skill member is logged out,
(for example, when a ringing call is redirected) the logged-in agent count is not
updated. These counts are updated only during administration.
Logged-In CentreVu Advocate Agents
Appears when the CentreVu Advocate field is
y. Number of CentreVu Advocate
Agents contracted for.
The total number of logged-in CentreVu Advocate agents must be equal to or less
than the number allowed in the Logged-In ACD Agents field. The number of
logged-in CentreVu Advocate agents counts towards the total number of logged-in
ACD agents.
Field descriptions for page 6
QSIG Optional Features
Basic Call Setup
Provides basic QSIG services: basic connectivity and calling line ID number. To
use this enhancement, either the ISDN-PRI or ISDN-BRI Trunks fields must be
y.
Basic Supplementary Services
To use this enhancement, either the ISDN-PRI or ISDN-BRI Trunks fields must
be
y. Provides the following QSIG Supplementary Services:
nName ID
nTransit Capabilities; that is, the ability to tandem QSIG information
elements
Page 6 of 6
QSIG OPTIONAL FEATURES
Basic Call Setup? n
Basic Supplementary Services? n
Centralized Attendant? n
Interworking with DCS? n
Supplementary Services with Rerouting? n
Transfer into Lucent QSIG Voice Mail? n
Value-Added Lucent (VALU)? n
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Screen reference 945 System Parameters Customer-Options 17 nSupport of Notification Information Elements for interworking between QSIG and non-QSIG tandemed connections nCall Forwarding (Diversion) by forward switching. No reroute capabilities are provided nCall Transfer by join. No path replacement capabilities are provided. nCall Completion (also known as Automatic Callback) Interworking with DCS Allows the following features to work between a user on a DCS-enabled switch in a network and a QSIG-enabled switch: nCalled/calling party name display nCalled/calling party number display Centralized Attendant Can be enabled only if the Supplementary Services with Rerouting field is y. Allows all attendants in one location to serve users in multi locations. All signaling is done over QSIG ISDN lines. Supplementary Services with Rerouting Provides the following QSIG Supplementary Services: nTransit Capabilities; that is, the ability to tandem QSIG information elements. nSupport of Notification Information Elements for interworking between QSIG and non-QSIG tandemed connections. nCall Forwarding (Diversion) by forward switching. In addition, reroute capabilities are provided. nCall Transfer by join. In addition, path replacement capabilities are provided. Transfer Into Lucent QSIG Voice Mail Can be enabled only if the Basic Supplementary Services field is y and either the ISDN-PRI Trunk or ISDN-BRI Trunk field is y. Allows transfer directly into the voicemail box on the voicemail system when a QSIG link connects DEFINITY ECS and the voice mail.
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1
April 2000
Screen reference
946 System Parameters Customer-Options
17
Value Added Lucent
Provides additional QSIG functionality, including the ability to send and display
calling party information during call alerting. See DEFINITY ECS Administration
for Network Connectivity for more information.
Screen 197. ASAI Capability Groups
Adjunct Call Control
Used only by call centers for Outgoing Call Management (OCM). Allows the hunt
group to have special properties such as agents cannot manually log in (they must
log in through an ASAI application), cannot change work modes manually, and
cannot use their phone for dialing out while logged in by an OCM application. For
additional information, see the ASAI Technical Reference manual.
Adjunct Routing
Allows the associated adjunct to provide adjunct routing information to the switch
for incoming calls.
Domain Control
Allows an adjunct to control calls and receive event reports for station sets and to
receive login and logout event reports for adjuncts in a given ACD split.
Event Notification
Allows the associated adjunct to request incoming call notification and enables the
switch to send event reports about such calls.
Page 6 of 6
ASAI CAPABILITY GROUPS
Adjunct Call Control? y
Adjunct Routing? y
Domain Control? y
Event Notification? y
Request Feature? y
Set Value? y
ASAI OPTIONAL FEATURES
Answering Machine Detection? y
Selective Listening? n
Switch Classified Outbound Calls? y