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Lucent Technologies DEFINITY Enterprise Communications Server Release 8.2 Instructions Manual
Lucent Technologies DEFINITY Enterprise Communications Server Release 8.2 Instructions Manual
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DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1157 Attendant Features 20 Attendant Direct Extension Selection Attendant Direct Extension Selection (DXS) with busy lamp field allows the attendant to track extension status (idle or busy) and to place or extend calls to extension numbers without having to dial the extension. Standard DXS Tracking The basic selector console has 8 Hundreds Select buttons and 100 DXS buttons. The enhanced selector console has 20 Hundreds Select buttons and 100 DXS buttons. You can assign 12 additional Hundreds Select buttons to feature buttons on the attendant console. However, as you assign these feature buttons, note that the total number of Hundreds Select buttons per attendant (including both attendant-console feature buttons and selector-console buttons) cannot exceed 20. Enhanced DXS Tracking Enhanced DXS Tracking can help you if you have more than 100 telephones, but you use a console that does not have Hundreds Select buttons administered. It can also help if you have more telephones than you do Hundreds Select buttons (and thus have hundreds groups that are administered with Hundreds Select buttons). To use Enhanced DXS, assign a Group Select button on the Attendant Console screen. This button allows the attendant to track and extend calls to telephones that do not have associated Hundreds Select buttons. You can not use Enhanced DXS Tracking if your extensions have fewer than three digits. Group Display button You can administer a Group Display button on the Attendant Console screen to help the attendant track extension status. When the attendant presses this button, the system displays the range of extensions currently tracked by the selector console. Administer the Group Display button for either the feature area or the display area of the console. If the attendant selects this button, the system identifies the digits associated with a Hundreds Select button — unless it finds no Hundreds Select button is lit, in which case it identifies the digits last entered with the Group Select button. The system continues to track the selected group of extensions until the attendant selects a new group of extensions.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1158 Attendant Features 20 Attendant Intrusion The attendant intrusion (Call Offer) button allows an attendant to intrude on an existing call to offer a new call or message to the intruded party. When the attendant releases the intruded call, the source party waits at the intruded party’s analog telephone or holds on an available line appearance on a digital telephone. Interactions nIntrusion is denied in the following cases: — A telephone is on a conference call with administered maximum number of conferees — A call is established with Data Privacy activated — Establish a call with Data Restriction activated — A telephone is a forward-to point of another telephone — A telephone is busy talking to another attendant nIf a call is already call waiting for the intruded party, the source (split from attendant) party cannot wait for the intruded party using Call Waiting. nThe attendant display shows the character ‘1 wait’ or ‘1 busy’ if an intrusion is possible. Otherwise, the display shows ‘wait’ or ‘busy’. nThe system provides Attendant Intrusion on remote telephones via TGU/TGE trunks (Italy only). Attendant Override of Diversion Features Attendant Override of Diversion Features (override button) allows an attendant to bypass call-diversion features activated by a called extension. A diversion feature is any feature that, when activated, causes a call to redirect from the called telephone. Send All Calls, Call Coverage, and Call Forwarding are diversion features. You should explain to your attendants that they can use this feature with the Attendant Intrusion to place an emergency or urgent call to a telephone user.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1159 Attendant Features 20 Attendant Serial Calling Attendant Serial Calling enables the attendant to transfer trunk calls that return to the same attendant after the called party hangs up. Once outside callers reach an attendant, they can use the same line into the switch for multiple calls. Attendant Serial Calling is useful if trunks are scarce and Direct Inward Dialing services are unavailable. To allow your attendant to use serial calling, assign a serial-cal button on the Attendant Console screen. The Attendant Serial Calling feature is valid only on calls that have only one trunk on the connection. You can define a priority queue for Serial Calls on the Console Parameters screen. Interactions nCentralized Attendant Services Attendant Serial Calling does not work with Centralized Attendant Services. nDCS Attendant Serial Calling works in a DCS environment only if the attendant activates it on the same node as the trunk to which the attendant is connected. Do not conference the incoming trunk call with a DCS party when activating. This would put two trunks on the connection. Attendant Vectoring Attendant Vectoring allows you to establish an attendant vector directory number (VDN) and send attendant group calls through vector processing. This is useful when you want more flexibility with how calls are routed when the system is in Night Service mode. For more information, see DEFINITY ECS Call Vectoring/EAS Guide. Auto Start and Don’t Split Auto Start allows the attendant to initiate a call by pressing any key on the keypad without having to first press the Start button. If an attendant enables Auto Start and dials an AAR number where the min and max in the AAR analysis table are not equal, the attendant must dial a # after the digit string or the call cannot process.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1160 Attendant Features 20 You can assign a dont-split button on the Attendant Console screen which allows attendants to deactivate Auto Start. To deactivate auto start, the attendant presses the Don’t Split button. When Don’t Split is active, keys pressed on the keypad are heard by the parties on the call. To reactivate Auto Start, and allow end-to-end signaling, the attendant again presses the Don’t Split button, presses Cancel, or lets the current call terminate. Interactions nCDR — Account Code Dialing If the system is using Call Detail Recording Account Code Dialing, Auto Start and Don’t Split is not activated. nVisually Impaired Attendant Service If VIAS is activated or deactivated while Don’t Split is active, Don’t Split deactivates. Attendant Timers Attendant timers automatically alert the attendant after an administered time interval. The attendant can reenter the call and decide whether to terminate the call or permit the waiting to continue. You administer the timers on the Console Parameters screen. Attendant Timers include: nUnanswered DID Call Timer — Specifies how long a DID call can go unanswered before it routes to the administered DID/TIE/ISDN Intercept Treatment. nAttendant Return Call Timer — For unanswered calls that were extended by the attendant, they are returned to the same attendant who released them if the attendant is available. Otherwise they return to the attendant-group queue. The Attendant Return Call Timer is not set for calls extended from one attendant to another individual attendant. A transferred call that times out redirects to an attendant after an interval equal to the Attendant Return Call timer. nAttendant Timed Reminder of Held Call Timer — Specifies how long a call is held. When the timer expires, the held call alerts the attendant. The message hc appears on the attendant display. You can administer either a high-pitched ring or a primary alert.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1161 Attendant Features 20 nAttendant No-Answer Timer — Specifies how long a call that terminates at an attendant console can ring with primary alerting. When the call reaches this interval setting, it rings with a secondary, higher-pitch ring. A disabled Attendant No Answer Timer’s ringing pattern does not change over from the primary to the secondary pattern. If the call remains unanswered during this interval, it routes to the attendant group and console where the call was placed in a Position Busy state. This feature does not apply to calls placed to the attendant’s extension or to calls originated by the attendant. nAttendant Alerting Interval (Timed Reminder) — Specifies how long a call that terminates at an attendant console can ring with secondary alerting. When the call reaches this interval, the attendant console is placed into position busy mode and the call forwards to the attendant group. If the console where the alerting interval is reached is the last active day console, then the system goes into night service if night service is enabled. This feature does not apply to calls placed to the attendant’s extension or to calls originated by the attendant. You can disable the alerting interval. In this case, a call continues to ring at the original attendant’s extension until the caller hangs up or another feature disconnects the call (for example, reaching the timeout limit for unanswered DID calls during night service.) nLine Intercept Tone Timer — Specifies how long line intercept can be. For example: LITT:10 seconds means that line intercept stops after 10 seconds. Interactions nCall Coverage If a telephone user transfers a call to an on-premises telephone and the call remains unanswered at the expiration of the Timed Reminder Interval, the call redirects to an attendant. Redirection occurs even if the call redirects via Call Coverage or Call Forwarding from the transferred-to telephone. An attendant-extended call redirects to coverage instead of returning to an attendant if the coverage criteria are met before the Timed Reminder Interval expires. However, unanswered calls return to an attendant at the expiration of the interval. If a call alerts an attendant as a coverage call (unanswered station-to-station call with the “attd” (attendant) in the called telephone’s coverage path screen), the secondary alerting tone does not sound. nCentralized Attendant Service If an attendant at the main location transfers a call from a branch location to an extension at the main location, the timed reminder does not apply and the call does not return to the attendant if unanswered.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1162 Audible Message Waiting 20 Visually Impaired Attendant Service Visually Impaired Attendant Service (VIAS) allows a visually-impaired attendant to listen to an audio description of each feature button in Inspect mode. It provides the description in either British English or Italian. The attendant presses the Inspect mode to locate each button and then presses a feature button to determine the feature assigned to the button without actually executing the feature. The six VIAS attendant buttons are: nVisually Impaired Service Activation/Deactivation button: activates or deactivates the feature. All ringers previously disabled (for example, recall and incoming calls) become reenabled. nConsole Status button: voices whether the console is in Position Available or Position Busy state, whether the console is a night console, the status of the attendant queue, and the status of system alarms. nDisplay Status button: voices what is shown on the console display. VIAS support is not available for all display features (for example, class-of-restriction information, personal names, and some call purposes). nLast Operation button: voices the last operation performed. nLast Voiced Message button: repeats the last voiced message. nDirect Trunk Group Selection Status button: voices the status of an attendant-monitored trunk group. Some changes on the attendant console are automatically voiced (for example, alarms reported, night service activated, and call thresholds reached). Audible Message Waiting Audible Message Waiting places a stutter at the beginning of a station dial tone on a station that has a message waiting. Audible Message Waiting is particularly useful for visually impaired people who may not be able to see a message light. Messages for a station can be waiting in system memory (to be accessed via display or voice synthesizer), Property Management System (PMS), Message Servicing Adjunct (MSA), or AUDIX. When the system loses synchronization between telephones and message-status data, use Clear Message Waiting Indicators to turn off message-waiting indicators. You typically assign Audible Message Waiting on phones without message-waiting lights, such as analog telephones.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1163 Authorization codes 20 Audible Message Waiting requires a separate software right-to-use fee. Audible Message Waiting may not be applicable in countries that restrict the characteristics of dial tones provided to users. Related topics Refer to ‘‘ System Parameters Customer-Options’’ on page 940 for information about and fields descriptions on the System Parameters Customer-Options screen. Complete the Audible Message Waiting field on this screen to administer audible message waiting. Refer to ‘‘ Station’’ on page 894 for information about and fields descriptions on the Station screen. Complete the Audible Message Waiting field on this screen to administer audible message waiting. Authorization codes Authorization codes provide the means for extending control of system users’ calling privileges. They extend calling-privilege control and enhance security for remote-access callers. NOTE: To maintain system security, Lucent recommends you use authorization codes. Authorization codes may be used to: nOverride a facility restriction level (FRL) assigned to an originating station or trunk nRestrict individual incoming tie trunks and remote-access trunks nTrack Call Detail Recording calls for cost-allocation purposes nProvide additional security control You can make authorization codes mandatory by setting, on the trunk group screen, the Auth Code field to y. Refer to ‘‘Trunk Group’’ on page 980 for more information.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1164 Authorization codes 20 More information When you dial an authorization code, the FRL assigned to the extension number, attendant console, incoming trunk group, or remote access trunk group being used for the call is replaced by the FRL assigned to the authorization code. The new FRL functions the same as the one it replaces; however, the new FRL may represent greater or lesser calling privileges than the FRL that it replaces. Access to any given facility depends on the restrictions associated with the authorization code FRL. Example A supervisor is at a desk of an employee and wants to make a call that is not normally allowed by the FRL assigned to that employee’s extension. The supervisor, however, can still make the call by dialing an authorization code that is assigned an FRL that is not restricted from making that type of call. For security reasons, authorization codes range from 4 to 13 digits. The number of digits in the codes must be a fixed length for a particular DEFINITY ECS. NOTE: Once established, the number of digits (4 to 13) in the authorization code remains fixed unless all codes are removed and re-entered. All authorization codes used in the system must be the same length. Incoming trunk groups within a system may be administered to always require an authorization code. The system applies recall dial tone to a call when the user must dial an authorization code. If the user dials a correct authorization code within 10 seconds (interdigit timeout), the call completes as dialed. If the user does not dial an authorization code or dials an incorrect authorization code, the call routes to the attendant, or routes to intercept tone, depending on system administration. Normally, Direct Inward Dialing (DID) trunks should not require authorization codes. However, it can be done and care should be taken when administering DID trunks to require an authorization code, because different type calls could terminate at different endpoints, and requiring an authorization code could be confusing to the caller. A Cancellation of Authorization Code Request (CACR) digit may be administered. The CACR digit cancels the 10-second interval between dialing. When the CACR digit is dialed, the call immediately routes according to system administration. (Incoming trunk calls receive intercept treatment or go to the attendant.) Other calls receive intercept treatment unless the user’s FRL is high enough to route the call. A CACR digit from an off-premises extension over
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1165 Authorization codes 20 DID/Tie trunks use DID/Tie trunk intercept treatment. Internal calls receive intercept tone. !CAUTION: Do not program passwords or authorization codes onto auto dial buttons. Display telephones display the programmed buttons, providing internal abusers access to the auto dial buttons to originate unauthorized calls. If passwords or authorization codes must be programmed onto auto dial buttons, use the ~s (suppress) character to prevent displaying the codes. For more information, refer to BCS Products Security Handbook. AAR and ARS Calls Each authorization code is assigned a Class of Restriction (COR) that contains an associated FRL. Within a system, access privileges are determined by the FRL assigned to the facility where the call is originated. When an Automatic Alternate Routing/Automatic Route Selection (AAR/ARS) call is dialed, the system allows or denies the call based on the FRL of the originating station. COR is used to restrict internal or non-AAR/ARS calls. Authorization codes are given to individual users and provide a method of specifying the level of calling privileges for that user regardless of the originating facility. Once an authorization code is required and dialed on an AAR/ARS call, the FRL assigned to the authorization code replaces the originating FRL and controls and defines the user’s privileges. An AAR or ARS call originated by a system user or routed over an incoming tie trunk may require a dialed authorization code to continue routing. Extreme care should be taken when administering authorization codes, so that a user does not have to dial the authorization code more than once. For example, if a user makes an AAR or ARS call and the user’s FRL is not high enough to access any of the trunks in the routing pattern, the system prompts the user for an authorization code. If the FRL assigned to the authorization code is high enough to access the next trunk group in the routing pattern, the user is not prompted to dial the code again. If the call is routed through another switch, the user may be required to dial an authorization code again. This type of situation can be avoided through careful administration. When an authorization code is required on some, but not all, trunk groups, the system prompts for an authorization code when the originating FRL is not adequate to access the next available trunk group in the routing pattern.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1166 Authorization codes 20 Considerations nFrom remote locations users typically access authorization from touch-tone stations. However they can also do so from rotary dialing stations at specified authorization-code-forced locations that follow appropriate trunk administration practices. Rotary station users access attendants via Listed Directory Numbers (LDN) or remote access numbers and can experience a 10-second timeout. nThe use of Authorization Codes does not limit other call-control methods such as Toll Restriction, Miscellaneous Trunk Restriction, and Outward Restriction. nFor security reasons, do not assign authorization codes in sequential order. Assign random number barrier codes and authorization codes to users so if a hacker deciphers one code, it will not lead to the next code. nIf timeout to attendant does not occur or CACR digit codes are dialed instead of authorization codes, the system assumes that invalid authorization codes were dialed and the caller is given intercept tones. nAuthorization codes impact calling privileges by: — Changing an outgoing-call FRL when it is insufficient to access preferred routing patterns assigned by AAR/ARS. An FRL is assigned to a COR associated with user authorization codes. No additional COR data is assigned. — Overriding COR for remote access calls assigned to barrier codes, when required. For remote-access calls, if an authorization code is required, the user is assigned the COR of the dialed authorization code, with all connected data, such as the FRL. This COR overrides the COR assigned to any required barrier code. nIncoming trunk calls that require authorization codes do not change user privileges.