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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 1427 Loudspeaker paging 20 Users with multi-appearance phones The following description only applies to systems with deluxe paging. To page and park an active call simultaneously, users with a multi-appearance phone press Transfer, dial the trunk access code + an extension number where the call will be parked, make the announcement, and press Transfer again. The paged party dials the answer back feature access code + the extension number and is connected directly to the parked call. If the paging user ends the page by pressing Conference instead of Transfer, they are conferenced with the parked caller and both are connected in a 3-way conference with the paged user when he or she responds. This is called “Meet-Me Conferencing.” If the paging user doesn’t want to park the active call, deluxe paging also allows “Meet-Me Paging.” Paging users can put an active call on hold and make their page, announcing their own extension. When the paged party calls, the paging user can conference the call on hold or transfer it to the paged party. Users with single-line phones This description only applies to systems with deluxe paging. To page and park an active call simultaneously, users with a single-line phone press Recall or flash the switch hook, dial the trunk access code + an extension where the call will be parked, and press Recall again. The paging user is conferenced with the parked caller and both are connected in a 3-way conference with the paged user when he or she responds. In other words, Meet-Me conferencing is standard operation for users with single-line phones. The paged party dials the answer back feature access code + the extension number and is connected directly to the parked call. If the paging user does not press Recall until the loudspeaker paging time-out interval expires, they hear confirmation tone and the active call is automatically parked on their extension. When the paged party answers the call, they are connected to the paging party who can then transfer the call to the calling party. How users place chime pages Users page by dialing the trunk access code for a zone followed by the extension of the person they want to page. The system matches the extension dialed to its assigned code and plays the code over the loudspeakers. If users have an active call when they start to page, the call is automatically parked on the extension dialed in the page. Paged parties may retrieve the parked call normally.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1428 Loudspeaker paging 20 Auxiliary paging systems DEFINITY ECS requires a separate port for each paging zone and supports a maximum of 9 zones. If you have more than 9 zones or don’t want to allot that many ports for paging, Lucent can provide auxiliary paging systems. These systems can support many zones from 1 port. They can also provide additional capabilities such as two-way communication through the loudspeaker system (the person paged can speak directly to the pager over the loudspeaker). For more information, contact your Lucent Technologies representative. Restrictions on loudspeaker paging These restrictions apply to both voice, deluxe voice, and chime paging: nA paging call can’t be placed on hold, included in a conference call, or transferred. Ringback queuing doesn’t work with loudspeaker paging calls either. nUsers with any of the following restrictions cannot page: — Controlled restriction — Manual originating line service — Origination restriction — Miscellaneous trunk restriction nA user with a single-line phone will not hear a call-waiting tone if they get a call while they’re paging. nListed directory number and direct inward dialing calls cannot access the paging system. However, attendants can park incoming calls and page. nRemote users (such as remote access users and tie-trunk users) who are paging cannot use # to park calls on their own extensions. Interactions nBridged Call Appearance If a parked call includes a shared terminating extension group, a shared PCOL, or a redirected call with a temporary bridged appearance, the maximum number of off-hook parties on the call is five, instead of six. The sixth position is reserved for the answer-back call. nCall Coverage If a coverage call is parked by deluxe paging, the temporary bridged appearance at the principal extension is maintained as long as the covering user remains off-hook or places the call on hold.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1429 Loudspeaker paging 20 nCall Park If a call is parked by deluxe paging and the time-out interval expires, the call normally returns to the paging user. However, with remote access and tie trunk access, the call returns to the attendant. If unanswered, the call follows the coverage path of the paging user. nCall Pickup If you use call pickup or directed call pickup to answer a call and then park it by deluxe paging, a temporary bridged appearance at the principal extension is maintained if you remain off-hook or place the call on hold. nConference — Attendant and Terminal Paging calls cannot be conferenced. nData Call Setup If the Data button has been pressed for modem pooling, access to paging is denied. nData Privacy If a call has Data Privacy activated and you park it by deluxe paging, Data Privacy for that call is automatically deactivated. nHunt Groups If a hunt-group member parks a call using deluxe paging, the call is parked on the member’s own extension, not the hunt-group extension. You cannot park calls on a group extension by dialing the extension as a call-park destination. nNight Service If a night-station user parks a Night Service call with deluxe paging, the call is parked on the night station’s primary extension. nPersonal Central Office Line If a PCOL call is parked by deluxe paging, the temporary bridged appearance of the call is maintained at the PCOL extension until the call is disconnected. nTerminating Extension Group If a TEG member parks a call using deluxe paging, the call is parked on the member’s extension, not the group extension. You cannot park calls on a group extension by dialing the extension as a call-park destination. nTransfer Paging calls can’t be transferred.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1430 Loudspeaker paging 20 Chime paging nAbbreviated Dialing Don’t use special characters in abbreviated dialing lists used with chime paging. nConference — Attendant A call cannot be conference while the attendant is accessing paging equipment. The attendant can, however, release the call after paging the called party. nConference — Te r m i n a l A call cannot be conferenced while the user is accessing paging equipment. nPagePac Paging Systems If you use chime code paging with a PagePac system, you can only page one zone at a time. PagePac systems expect a 2-digit code to access a particular zone. The system, however, immediately plays the chime code once a connection is established. nTransfer A call cannot be transferred while the attendant is accessing paging equipment. Related topics Refer to ‘‘ Setting up voice paging over loudspeakers’’ on page 389 to administer voice paging. Refer to ‘‘ Setting up chime paging over loudspeakers’’ on page 392 to administer chime paging.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1431 Malicious Call Trace 20 Malicious Call Trace Malicious Call Trace (MCT) allows you to trace malicious calls. MCT allows you to define a group of telephone users who can notify others in the group when they receive a malicious call. These users then can retrieve information related to the call. Using this information, you can identify the malicious call source or provide information to personnel at an adjacent switch to complete the trace. MCT also allows you to record the malicious call. You allow users in the group to activate MCT and/or to control malicious call trace. The controlling telephone user, or controller, receives the information that MCT collects on the call. MCT Voice Recorder The MCT Voice Recorder is any type of audio recorder (for example, a standard audio cassette player) that you can control via the DEFINITY Auxiliary Trunk board. To record the call, manually place the MCT Voice Recorder in Record mode. The telephone user then activates the MCT feature which applies power to the recorder (via the connected Auxiliary Trunk’s control signal interface). Activating MCT To activate MCT while on an active malicious call, perform one of the following: nPush an MCT-Activate feature button nPlace the call on hold, get a second call appearance, and dial an MCT-Activate Feature Access Code (FAC). After the dial tone, the user then dials their own extension, presses #, or waits for a 10-second time-out. nSignal another user in the defined group to activate MCT. The co-worker activates MCT, waits for the dial tone, and dials the call recipient’s extension. nInform a controller, who can request that another switch continue tracing the call. The switches must be tandemed. The controller on the first switch supplies the trunk member port id to be traced. The controller on the second switch activates MCT and presses *, followed by the trunk port id. The letters A through E of a port id are entered as 1 through 5 on the station keypad. For example, trunk port id 01C0401 would be entered as 0130401.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1432 Malicious Call Trace 20 Once MCT is activated, information on the call is collected and alerts users in the group. The alert is not a call, so it is not affected by queues at the user’s terminal. If an MCT Voice Recorder is connected, it begins recording the conversation. NOTE: Any Bridging, Conference, or Intrusion tone connected to parties on the connection are temporarily removed while the MCT Voice Recorder connects. Controlling MCT The first controlling terminal to respond to an MCT alert becomes the controller for the call. Alerting on any other controlling terminals stops. To begin trace of an incoming call using the Malicious Call Trace feature, the controller dials the 3-digit equipment location of the incoming trunk. During alerting, the controller’s display shows the message “MALICIOUS CALL TRACE REQUEST.” While this message displays, no information on incoming calls displays. When the controller pushes the MCT-Control button, information displays identifying the called party. When the controller pushes the button again the remaining MCT information displays. MCT collects and displays three types of information, calling information as follows: nIf the call originated inside the system or on the same node within a DCS network, the calling number displays. nIf the call originates outside the system and an ISDN calling number identification is available on the incoming trunk, then the calling number displays. Otherwise, the incoming trunk-equipment location displays. In this case, the user must call the connecting switch. For all calls, the system displays the called number, the activating number, whether the call is active, and identification of any other parties on the call. Deactivating MCT The controller deactivates MCT by dialing the MCT-Deactivate FAC. Deactivation frees resources involved in the trace that were blocked. When all parties hang up, the MCT Voice Recorder disconnects.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1433 Malicious Call Trace 20 Administering MCT for ISDN notification The following describes how to administer the ISDN MCT notification for an ISDN trunk group (public-ntwrk, tandem, tie, or access). Display the System-Parameter Customer-Options form and ensure that ISDN is enabled. One of the following must be set on the DS1 form: nIf the DS1 is connected to the public network in Australia, set Country Protocol field to 2. nFor a private network of DEFINITY systems, set Country Protocol to 1 and Protocol Version to a. This is recommended if DCS features are used in the private network. nFor a private network of DEFINITY systems, set Peer Protocol to q-sig. (Peer Protocol appears on the DS1 form when Signaling Mode field is isdn-pri, Connect field is pbx, and Interface field is peer-master or peer-slave.) One of the following must be set on the ISDN-BRI Trunk Circuit Pack form: nIf the ISDN-BRI is connected to the public network in Australia, set Country Protocol field to 2. nFor a private network of DEFINITY systems, set Interface to peer-master or peer-slave. Considerations nTrunks involved in MCT are blocked from dropping to facilitate tracing. Telephones involved in a malicious call are not blocked from dropping. nExcept for Emergency Access to the Attendant, features that normally display information do not do so on a controlling telephone. Otherwise, these features function normally until MCT deactivates. nDo not use FACs to activate MCT because the process takes users too long. nVisually Impaired Attendant Service (VIAS) voices-out display information for MCT activation, but not for MCT control. nMCT information on an active malicious call is lost during a switch failure. nWhen directing a trace to an adjacent switch, consider the following: — The malicious caller may hear a warning tone as a result of the intrusion. — You may lose continuity on the trace because the person activating MCT on the second switch may not be the MCT controller.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1434 Malicious Call Trace 20 nIf a malicious call comes in on a non-ISDN trunk, the controller needs the telephone number for the connecting switch and a cross-reference of system-trunk port numbers (including DS1 channel number, if appropriate) not the trunk equipment locations at the connecting switch. Be sure that they have this information. nThe following are the system initiated operations for MCT: — Conversation Recording — After the user activates MCT, the system attaches a MCT Voice Recorder, if available, to record the conversation, if available. — Historical Recording — After the user activates MCT, the system records the MCT-information that you can subsequently retrieve via the MCT History report. Interactions nBridged Call Appearance If a user at a primary extension receives an indication call, then a telephone with a bridged call appearance of this extension can bridge on to the call. For an MCT-Activate button push, if the currently active extension is a bridged appearance, the system records the primary extension as the MCT recipient. For an MCT-Activate FAC, the user dials the number of the telephone with the bridged call appearance that is actually on the call, instead of the bridged number. However, the system logs the primary extension as the recipient. Likewise, for self-originated MCT activations via FAC, the system logs the primary extension as the MCT recipient provided that the recently held appearance is a bridged call appearance. When you activate MCT for yourself, dial # or wait for interdigit time-out. nConference A user can use conferencing to place a malicious caller on hold. The user can initiate conferencing and enter the MCT-Activate FAC, then stop conferencing and return to the malicious caller’s appearance. MCT-Activate can be generated for a member of a conference and is not affected by the number of parties on the conference. nCentralized Attendant Service MCT-Activate, MCT-Control, and MCT-Deactivate must be performed by telephones within the same PBX.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1435 Malicious Call Trace 20 nDCS If a telephone in a DCS network is involved in a malicious call, the extension is recorded and displayed with the MCT information. MCT notification passes over ISDN-PRI DCS trunks but MCT-Activate, MCT-Control, and MCT-Deactivate must be performed by telephones within the same DCS node. nEmergency Access to the Attendant Ordinarily, during MCT-Control no other feature can access the controlling telephone’s display. However, MCT gives up control of the display until the Emergency Access call has completed. nISDN ISDN notification of an MCT activation takes place if either the originator of the call is an ISDN trunk group with Country Protocol 2 or any trunk on the call is an ISDN private network trunk with Country Protocol 1 and Protocol Version “a” or Peer Protocol q-sig. When the ISDN trunk group is Country Protocol 2, notification is sent only to the public network. nMake-Busy/Position-Busy/Send All Calls The switch attempts to activate Make-Busy or Position-Busy for telephones or consoles that activate MCT-Control. If a user has a Send All Calls (SAC) button administered, then SAC activates when the user activates MCT-Control. When MCT is deactivated, the telephone resets to its original state. nMusic-On-Hold If an agent places a malicious call on hold that is being recorded and the call goes to music-on-hold, the music-on-hold port and the MCT Voice Recorder port can lock. In this case, the MCT Voice Recorder continues to record the music-on-hold and is unavailable for recording subsequent malicious calls. You must perform a busy-out/release on the MCT Voice Recorder port to drop the connection. nPriority Calling A priority call to an MCT recipient is denied. nQSIG Global Networking MCT notification passes over the following ISDN QSIG trunk groups: tandem, tie, access, and DMI-BOS. QSIG supplementary services name and number ID provide a malicious caller’s name and telephone number.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1436 Messaging Server Interface 20 nTransfer If a user transfers a malicious call, the MCT information displayed on the controlling telephone identifies the transferring party as the MCT recipient. A user transfers a malicious caller to hold. The user initiates a Transfer, receives the second dial tone, enters the MCT-Activate FAC, then halts the remainder of the Transfer operation and returns to the malicious caller’s appearance. nTrunk Access Code To activate MCT for a Trunk Access Code (TAC), a user must have an MCT-Control button administered. The user hears a dial tone and enters the trunk-member number for the trunk group that the TAC identified. The user then becomes the MCT controller for a call involving the identified trunk member. This TAC operation is useful when users need to trace a call that has tandemed through their switch to terminate on another switch. nTrunk Groups If a Personal Central Office Line (PCOL) is involved in an MCT, then the switch may hold up the trunk until the MCT deactivates. Messaging Server Interface NOTE: This product is not supported as part of Lucent’s service support agreements for DEFINITY ECS R6 and later or DEFINITY BCS and Guestworks Issue 4 and later. The Messaging Server (MS) interface provides MS-based features to the system such as Directory Service, Message Center Service, and Unified Messaging Services such as Electronic Documentation Communications, UNIX system mail, Office Telesystem, and DCS Centralized Messaging. The MS interface consists of a control link between the DEFINITY ECS and the MS and includes a hunt group of MS agents that take messages. You must set a coverage point on the Coverage Path form to include the hunt group number of the MS agent hunt group.