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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 1287 Call Detail Recording 20 nTransfer If a user originates a call on an outgoing trunk and then transfers the call to another extension, the originating extension is recorded as the calling party. If a user receives a call on an incoming trunk and then transfers the call to another extension, the extension that originally received the call is recorded as the dialed number. If a user receives an intraswitch call and then transfers it to another extension, the extension that originally received the call is recorded as the dialed number. If call splitting is active, when a user receives or originates a trunk call and then transfers the call to another extension, two records are generated. Intraswitch CDR records are generated for each call to or from an intraswitch optioned extension. For example, Station A, which is intraswitch optioned, calls Station B. Station A then transfers the call to Station C. When either Station B or C drops, two CDR records with Condition Code 0 are output: one for the A to B call, and the second for the A to C call. Intraswitch CDR transfer records are output when both the calling number (originator) and dialed number (terminator) drop from the call. The duration of the call is from the time the terminator answers until both the originator and terminator have dropped from the call. If ITCS is enabled and an incoming trunk call is transferred to a local extension that is optioned for Intraswitch CDR, the call produces an incoming trunk call record. It does not produce an Intraswitch record. Users cannot dial an account code when transferring a call to another extension, unless they have console permissions. However, a user transferring a call to a trunk can dial an account code before dialing the ARS or TAC. nTrunk-to-Trunk Transfer Although they are not really conference calls, Trunk-to-Trunk Transfer connections are treated as such for CDR purposes. A separate CDR record is generated for each trunk in the connection. Unanswered Trunk Calls may or may not be recorded depending on administration. You can administer each trunk group so that unanswered calls are recorded if they remain unanswered for a specified period of time. If Incoming Trunk Call Splitting is active, a trunk-to-trunk transfer produces a record of the incoming call, and a record of the outgoing call. The outgoing call record shows the duration from the time the call was transferred until both parties drop. The incoming call record shows the duration from the time the station receives the incoming trunk call until both parties drop.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1288 Call Forwarding 20 nUniform Dial Plan If one user calls another user via a UDP extension number, and the trunk group used has CDR assigned, CDR records the following information: — Condition Code — 7 — Access Code Dialed — blank — Access Code Used — trunk access code of trunk used — Dialed Digits — Uniform Dial Plan extension nVDN Return Destination An incoming call does not generate a CDR record until the originator drops from the call. CDR creates a record when a call goes to the return destination VDN, the originator has not dropped, and vector processing — that is, the return destination VDN — routes the call to an outgoing trunk. CDR does not create a record if vector processing routes a call from the return destination VDN to an internal call. The call record shows only the first VDN that the caller accessed, no matter how many other extensions are involved in the call. If an incoming VDN call is routed to a station, CDR includes the station in the record. If an incoming VDN call is routed to an outgoing trunk, CDR includes the VDN in the record. Call Forwarding Call Forwarding allows users to redirect calls to designated destinations. The forwarded-to destination can be an internal extension, external (off-net) number, an attendant group, or a specific attendant. Call Forwarding provides five functions: nCall Forwarding-All Calls — Allows a user to redirect every incoming call to the forwarded-to destination. nCall Forward Busy/Don’t Answer — Allows a user to redirect incoming calls to a forwarded-to destination only when the user is busy or when the call is not answered after an administrable interval. If the extension is busy, the call forwards immediately. If the extension is not busy, the incoming call rings the called extension, then forwards only if it remains unanswered longer than the administered interval. nCall Forwarding Off Net— Allows a user to forward calls to an off-net destination.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1289 Call Forwarding 20 nWhen the Coverage of Calls Redirected Off-Net field is activated, calls can be monitored for call progress tones, and if a call is not answered, it returns to the DEFINITY ECS for call coverage processing in some circumstances. nCall Forwarding Override — Allows the user at the forwarded-to extension to override Call Forwarding at the forwarded-from extension on a per-call basis so the user can initiate a call or transfer a call back to the forwarded-from extension. Detailed description You assign Call Forwarding All Calls and Call Forwarding Busy/Don’t Answer to extensions on a Class of Service basis. You assign Call Forwarding Override and Call Forwarding Off-Net on a system-wide basis. You can also restrict Call Forwarding Off-Net with the Class of Service. Call Forwarding All Calls Phone users and data-terminal users can activate or deactivate Call Forwarding All Calls for their own terminals with a feature-access code or Call Forward-All feature button. An attendant or phone user with console permission can activate or deactivate the feature for another extension, TEG, DDC, UCD group, or ACD split (but not vector-controlled splits). Call Forwarding Busy/Don’t Answer The feature is activated or deactivated with a feature-access code or Call Forward Busy/Dont Answer feature button. An attendant or phone with console permission can also activate or deactivate the feature for another extension by using a feature-access code. Call Forward Busy/Dont Answer cannot be activated for hunt groups, data extensions, or terminating extension groups (TEG). Calls to an attendant or EAS agent cannot be forwarded. Call Forwarding Off Net When a call is forwarded off net, the forwarded-to number can have up to 16 digits. When counting the 16-digit limit, count the digits in the Trunk Access Code or AAR/ARS feature access code. Do not count the “#” used to terminate a forwarded-to number if the “#” is used.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1290 Call Forwarding 20 If the Coverage of Calls Redirected Off-Net field on the System Parameters Customer-Options screen and the Coverage of Calls Redirected Off-Net Enabled field on the System Parameters - Call Coverage/Call Forwarding screen are both set to y, the system allows calls forwarded off-net to be monitored for busy or no-answer conditions. The system may bring the call back for call-coverage processing if the principal’s coverage criteria are satisfied at the forwarded-to destination. However, if the principal does not have a coverage path, the system does not monitor the call. It is left at the off-net destination regardless of whether it is answered or busy. Calls forwarding off net require an available outgoing trunk. Additionally, when the Coverage of Calls Redirected Off-Net field is y, a call-classifier port may be required. If there are no call-classifier ports available when needed, the call still routes off net, but it is not monitored for call progress tones and cannot be returned to the switch for further call coverage processing. Whenever an incoming trunk call is redirected off-net, a timer is set that precludes any other incoming trunk call from redirecting off-net until the timer either expires or is cancelled. The rationale for this mechanism is to prevent calls that were redirected off-net from being re-routed back to the original principal from the off-net destination, effectively creating a round-robin loop that continuously seizes trunks until they are exhausted. The blocked call receives busy tone or redirects to coverage. NOTE: If you send calls off-net and use the Call Classifier - Detector or the Tone-Clock (with Call Classifier-Tone Detector) circuit pack (the international version) for call classification and do not use the American tone plan, use the System-Parameters Country-Options screen to define specific country tones. If you use the Call Classifier - Detector or the Tone-Clock (with Call Classifier-Tone Detector) circuit pack (the international version) and do not use the System-Parameters Country-Options screen, your system will download the American tone plan regardless of your geographical location. Call Forwarding — Override You can administer Call Forwarding Override on a system-wide basis to allow a forwarded-to party to override Call Forwarding when placing a call to the forwarded-from party. Call Forwarding Override is invoked automatically if the system-wide override option is set. Call Forwarding Override cannot be used when calls forward to an external number. Call Forwarding All Calls from a data user or a hunt group cannot be overridden with Call Forwarding Override.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1291 Call Forwarding 20 Warning users if their calls are redirected You can warn analog phone users if they have features active that may redirect calls. For example, if the user has activated call forwarding, you can administer a setting to play a special dial tone when the user goes off-hook. See ‘‘ Special Dial Tone’’ on page 669 for more information. Security Use the list call-forwarding command to get general information and to identify unauthorized Call Forwarding feature activation. The list shows the station name, station number, and forwarded-to destination number. !SECURITY ALERT: Users who do not have permission to call out of the building may not do so with Call Forwarding. Considerations Calls can be forwarded only once. Consider the following scenario. Extension A forwards its calls to extension B. Extension B forwards its calls to extension C. Calls made to extension A: nRing at A, if possible nRing at B, if possible nRedirect to extension A’s coverage path, if available and A’s coverage criteria are satisfied when applied at B nAre not forwarded to extension C There is no maximum number of calls that can be forwarded simultaneously. You can administer a phone to receive a redirection notification signal when a call is forwarded. The system restricts users from forwarding calls to a number that they are not allowed to call. If save translation is run after call forwarding is activated for a phone, forwarding status and destination number are saved to tape.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1292 Call Forwarding 20 Attendant Calls to attendants cannot be forwarded. However, calls can be forwarded to the attendant group. The attendant cannot have a Call Forwarding button. Only the attendant or phone user with console permission can activate Call Forwarding All Calls for Terminating Extension Groups (TEG), Uniform Call Distribution (UCD) groups, Direct Department Calling (DDC), and data modules. Number of rings provided to a forwarded call The following table shows the field used to specify the number of rings provided a forwarded call before the call redirects to coverage. nCoverage path —- On the Coverage Path screen, the Number of Rings field. nLocal — On the System-Parameters Coverage/Forwarding screen, the Local Subsequent Redirection/CFWD Don’t Answer Interval field. nOff-net — On the System-Parameters Coverage/Forwarding screen, the Offnet Subsequent Redirection/CFWD Don’t Answer Interval field. n* — No coverage treatment applied (rings until answered). Example If you forward all calls to a local site, the switch checks the Number of Rings field on the ‘‘ Coverage Path’’ screen. If you forward busy/don’t answer calls to a local site, the switch checks the Local Subsequent Redirection/CFWD Don’t Answer Interval field on the ‘‘ System Parameters Call Coverage / Call Forwarding’’ screen. Type of Forwarding Forwarding AllForwarding Busy/Don’t Answer local coverage path local remote * * CCRON off-net off-net DCS (CCRON off) coverage path local DCS (CCRON on) off-net off-net
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1293 Call Forwarding 20 Interactions nAnswer Detection This feature shares call-classifier resources with the Coverage of Calls Redirected Off-Net feature. nAttendant Override of Diversion Features If an attendant uses redirection override to call a user who has Call Forwarding active, the call does not forward and remains at the user’s phone. nAutomatic Callback and Ringback Queuing Automatic Callback cannot be activated toward a phone that has Call Forwarding active. If Automatic Callback was activated first, the callback call attempt is redirected to the forwarded-to party. nBridging Calls do not terminate to bridged appearances when Call Forward Busy/Don’t Answer is active. The switch blocks users from bridging onto a call that has routed off net while the call is undergoing call classification. nCall Coverage If the principal’s (forwarding extension) redirection criteria are met at the designated (forwarded-to) destination, the forwarded call redirects to the principal’s coverage path; the designated destination gets a temporary bridged appearance (except when it is off net), which remains active after the call is answered so that the designated extension can bridge onto the call if desired. The temporary bridge appearance remains until the caller hangs up. If Cover All Calls is part of the coverage redirection criteria and if Call Forwarding or Call Forwarding Off-Net is active at a phone, incoming priority calls forward to the designated destination; all other calls redirect according to the Call Coverage path. Non-priority calls are not directed off net. When a covering user has activated Call Forwarding, a coverage redirected call does not forward to the designated extension number. Instead, the call is redirected to the next point in the principal’s coverage path, if available. If no other coverage point is available, the call remains at the principal’s phone.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1294 Call Forwarding 20 nCall Detail Recording When a call is forwarded to an off-net number, the call is recorded in CDR records as a call from the forwarding station. When the Coverage of Calls Redirected Off-Net field is y, a CDR record is generated only after the call has actually been answered off net. If forced entry of account codes is required, calls cannot be forwarded to off-net destinations. nCall Forwarding All Calls and Call Forward Busy/Don’t Answer Call Forwarding All Calls and Call Forward Busy/Dont Answer cannot be active for the same phone at the same time. nCall Park Calls can be parked on a forwarded-from extension even though Call Forwarding is active for that extension. If a forwarded-to extension user parks a call that had been forwarded to that extension, the call is normally parked on the forwarded-to extension, not the forwarded-from extension. nCall Pickup/Directed Call Pickup If the Temporary Bridged Appearance on Call Pickup field is set to y on the Feature-Related System Parameters screen, a Temporary Bridged Appearance is maintained if the forwarded-to destination is a member of the same call pickup group as that of the forwarded from station. If the Temporary Bridged Appearance on Call Pickup field is set to n, a Temporary Bridged Appearance is not maintained. nCall Prompting This feature shares call-classifier resources with the Coverage of Calls Redirected Off-Net feature. nCall Visor ASAI This feature shares call-classifier resources with the Coverage of Calls Redirected Off-Net feature. nConference The switch blocks users from conferencing another party onto a call which has routed off net while the call is undergoing call classification. If any party on a call that has forwarded off net is on hold (due to the initiation of a conference), the call routes off net without undergoing call classification. This occurs even when the Coverage of Calls Redirected Off-Net field is y.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1295 Call Forwarding 20 nExpert Agent Selection Agents logged in with EAS enabled cannot activate or deactivate Call Forwarding. The physical extension where the EAS agent is logged in can be forwarded, but the EAS agent must first log out. Then, the phone can be forwarded. nHold If any party is on hold when a forwarded-to call routes off net, that call does not undergo call classification, even when the Coverage of Calls Redirected Off-Net field is y. nIntercom—Automatic When a phone with Intercom—Automatic is call forwarded to another phone, the auto-icom feature also forwards. Intercom—Automatic is not forwarded if a call forwards off-net. nInterflow The Interflow feature allows ACD calls to be redirected from one split to a split on another switch or to another external location. This is accomplished by forwarding calls that are directed to the split extension to an off-notify-net location via the Call Forwarding All Calls feature. nIntraflow Call forwarding can be used to unconditionally redirect ACD calls from a split to another destination on the same switch. nLeave Word Calling LWC cannot be activated toward a phone that has Call Forwarding activated. If LWC was activated before the called phone user activated Call Forwarding, the callback call attempt is redirected to the forwarded-to party. nMFC Signaling This feature shares call classification resources with the Coverage of Calls Redirected Off-Net feature. nPersonal Central Office Line PCOL calls cannot be forwarded. nQSIG If a call is forwarded over an ISDN-PRI trunk administered with supplementary service protocol “b” (QSIG), then additional call information may be displayed.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1296 Call Forwarding 20 nSend All Calls If an extension has both Send All Calls and Call Forwarding All Calls activated, calls to that extension that can immediately be redirected to coverage are redirected. However, other calls, such as Priority Calls, are forwarded to the designated extension. Activation of Send All Calls at the forwarded-to extension does not affect calls forwarded to that extension. nTemporary Bridged Appearance The system maintains a Temporary Bridged Appearance for on-net calls after the call is answered or until the caller hangs up. However, for calls forwarded off-net, the system cannot maintain a Temporary Bridged Appearance. Once the call is redirected to the principal’s coverage path, the trunk to the off-net, forwarded-to, number is released. nTraffic Reports Removed The list measurement tone-receiver traffic reports provide port usage for this feature. nTransfer The switch blocks a user from transferring a call which has routed off net to another party while the call is undergoing call classification. If any party on a call that has routed off net is on hold (due to the initiation of a transfer), the call routes off net without undergoing call classification. This occurs even when the Coverage of Calls Redirected Off-Net field is y. Related topics Refer to ‘‘ System Parameters Call Coverage / Call Forwarding’’ on page 923 for information on setting the number of times an extension rings before the system redirects the call or to determine whether the forwarded-to phone can override call forwarding to allow calls to the forwarded-from phone. Refer to ‘‘ Feature Access Code’’ on page 633 for information on forwarding calls to an administered number. Refer to ‘‘ Class of Service’’ on page 545 for information about assigning extensions a Class of Service (COS) that allows call forwarding. Refer to ‘‘ Station’’ on page 894 for information about button assignments. Refer to ‘‘ Setting up call forwarding’’ on page 140 for instructions on administering various types of automatic call forwarding.