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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 1437 Messaging Server Interface 20 The control link transmits extra information relevant to each MS agent-handled call for the following services: nMessage Center Service — When agents receive (or drop) calls to leave or retrieve messages. nLeave Word Calling — When users leave simple messages to call back or retrieve the call-back messages without MS agent intervention. nAutomatic Message Waiting lamp — When users manipulate message waiting lamps on stations. nClock Synchronization — Used to make sure that the MS clock is synchronized with the DEFINITY ECS clock. Detailed description Figure 56 shows an MS interface to the system. You can provide SCI link connectivity (control path) via either an MPDM (distance between the system and Messaging Server less than 5000 feet or 1500 meters) or LADs and an associated MTDM (distance greater than 5000 feet or 1500 meters). The EIA connectivity (data path) can be implemented via one of the three options shown.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1438 Messaging Server Interface 20 Figure 56. Typical Messaging Server Interface Connections PCDCP TN754 LINE CP DIGITALTN754 LINE CP DIGITAL ADU RS232C DCP TN726 MESSAGE SERVER LINE CP DIGITALMPDM MODEMDCP T/R TN742 TN754SERIES VOICE TERMINAL 3B2/310 EQUIPPED WITH DATA LINE CP ANALOG 7400D MPDM 3B2/400 3B2/600 SYSTEM V, R3.0 MTDM LADS LADS AGENTS WORKSTATIONS* 1 64 ASSIGN LINKS USING PROCESSOR INTERFACE DATA MODULE AND INTERFACE LINKS FORMS LINE CPUSER VOICE TERMINALS IMPLEMENTATION INSTRUCTIONS SEE PC/PBX CONNECTIONS FOR ASSOCIATED SWITCH RS232C ³ RS449² OR UNIX T D M B U S SWITCH PROCESSING ELEMENT PROCESSOR CHANNEL 0 63 INTERFACE LINK 1 INTERFACE LINK 8 AND 3B2MS SERVER SOFTWARE FOR DISTANCES GREATER THAN 5000 FEET, USE LADS AND MTDM CONNECTION. * PC EQUIPPED WITH 3B2 MS STATION SOFTWARE. ² SCI LINK CONNECTIVITY (CONTROL PATH) ³ EIA CONNECTIVITY (DATA PATHS) ASSIGN INTERFACE USING PROCESSOR CHANNEL ASSIGNMENTS FORM
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1439 Messaging Server Interface 20 Related topics Refer to ‘‘ Audible Message Waiting’’ on page 1162 for information about letting users know they have messages. Refer to ‘‘ Recorded Telephone Dictation Access’’ on page 1478 for information about accessing dictation equipment. Refer to ‘‘ Voice Message Retrieval’’ on page 1586 for information about retrieving messages. Refer to ‘‘ Voice Messaging Systems’’ on page 1588 for more information about voice messaging systems. Refer to ‘‘ Packet Gateway Board’’ on page 859 for information about and field descriptions on the Packet Gateway Board screen. Complete all fields on this screen to administer the G3r Messaging Server Interface. Refer to ‘‘ Data modules’’ on page 572 for information about and field descriptions on the Data Module screen. Complete all fields on this screen to administer either the G3r or G3si Messaging Server Interface. Refer to ‘‘ Feature-Related System Parameters’’ on page 646 for information about and field descriptions on the Feature-Related System Parameters screen. Complete the Messaging Server Adjunct (MSA) Connected field on this screen to administer either the G3r or G3si Messaging Server Interface. Refer to ‘‘ Hunt Group’’ on page 708 for information about and field descriptions on the Hunt Group screen. Complete all fields on this screen to administer the Messaging Server agent hunt group. Refer to ‘‘ Station’’ on page 894 for information about and field descriptions on the Station screen. Complete the Messaging Server Name, LWC Reception, and Coverage Path fields on this screen to give Messaging Server service to a station. Refer to ‘‘ Coverage Path’’ on page 565 for information about and field descriptions on the Coverage Path screen. Complete the Coverage Point field on this screen to give Messaging Server service to a station.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1440 Misoperation Handling 20 Misoperation Handling Misoperation Handling defines how calls are handled when a misoperation occurs. A misoperation can occur either: nWhen a user with a call on hold goes on-hook before an operation completes. In some cases, going on-hook completes the operation, as in call transfer. nWhen the system enters Night Service while attendant consoles have calls on hold. You can alter standard Misoperation Handling to ensure that callers are not left on hold indefinitely with no way to reach someone for assistance or that callers are not dropped by the system. See Misoperation Alerting and Intercept Treatment on Failed Trunk Transfers on the Feature-Related System Parameters screen for more information. Contact a Lucent representative for instructions on administering Misoperation Handling for use in France. Detailed description Misoperation handling varies considerably, depending on how it is administered and what conditions are in effect when a call is placed on hold. Standard operation Standard misoperation handling is in effect when you set the Intercept Treatment on Failed Trunk Transfers field to y and set the Misoperation Alerting field to n. The type of telephone that is in use when the misoperation occurs (analog single-line or digital multiappearance) affects standard misoperation handling. The following scenario describes a typical misoperation on an analog terminal. 1. While connected to an incoming external call, an analog-terminal user flashes with the intent of transferring the call to another terminal. 2. The user hears dial tone, dials an invalid extension, and hangs up. 3. A misoperation occurs. The analog-terminal user receives priority ringback indefinitely.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1441 Misoperation Handling 20 The following scenario describes a typical misoperation on a digital terminal. 1. While connected to an incoming external call, a digital-terminal user with a call on hold goes on-hook during another feature operation before completing the operation. 2. The user hears dial tone, dials an invalid extension, and hangs up. 3. A misoperation occurs unless going on-hook completes the operation (for example, call transfer). The held call remains on hold indefinitely with a flashing call-appearance lamp. Enhanced operation Once you enable Misoperation Alerting, calls are handled depending upon the type of call placed on hold and the type of telephone (digital multiappearance, analog single-line, or attendant console) in use when the misoperation occurs. The following list describes the 3 call types that determine misoperation handling. nCall Type 1 — An outgoing public-network call is classified as Type 1 when answer supervision is received or when the trunk group’s Answer Supervision Timer expires, even if the trunk is still ringing. An incoming call is classified as Type 1 when it is answered. nCall Type 2 — An incoming external-public-network call is classified as Type 2 before it is answered. A misoperation cannot occur with a Type 2 call because an unanswered incoming call cannot be placed on hold without first being answered. nCall Type 3 — All internal calls, conference calls, and tie-trunk calls are classified as Type 3. Analog terminal misoperation The following 2 scenarios describe typical misoperations on an analog terminal. Scenario 1. 1. While connected to an incoming external call (Type 1), an analog-terminal user flashes to transfer the call to another terminal. 2. The user hears dial tone, dials an invalid extension, then hears intercept tone. 3. When the user hangs up, the call re-alerts the user for 15 seconds and eventually routes to the attendant.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1442 Misoperation Handling 20 Scenario 2. 1. While connected to an incoming external call (Type 1), an analog station user flashes to place the call on hold while calling another extension. 2. The user hears dial tone and dials the CAS Remote Hold/Answer Hold/unhold access code. 3. The user dials an extension and talks with the user at the extension and hangs up. 4. A misoperation occurs because the first call is still left on hold. 5. The terminal is alerted for 15 seconds and the call routes to an attendant. 6. If the first call is not answered before the timer expires, the call drops. Digital terminal misoperation The following scenario describes a typical misoperation on a digital terminal. 1. While connected to an incoming external call (Type 1), a digital-terminal user places the call on hold to transfer the call to another terminal. 2. The user hears dial tone, dials an invalid extension, and hangs up. 3. A misoperation occurs. The call on hold rings the terminal again (not priority ringing) for the number of rings administered for call coverage. 4.The call then routes to the terminal’s coverage path, which directs the call to an announcement and/or disconnects. Attendant console misoperation A misoperation occurs on an attendant console with calls on hold only when the system enters Night Service. 1. The system enters Night Service with calls on hold at an attendant console. 2. All calls on hold re-alert (as if the Held-Call Timed-Reminder had expired). 3. When the calls start re-alerting, a timer starts. The timer is set to the value assigned in the Alerting (sec) field on the Console-Parameters form. 4. If the attendant does not answer the calls before the timer expires, calls route to the system Night Service destination. Calls that are not answered at the night service destination before the night-service-disconnect timer expires are dropped.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1443 Modem Pooling 20 Interactions nAttendant Lockout Attendant Lockout is temporarily disabled on calls that re-alert the attendant console following a misoperation. This allows an attendant to answer the calls. nBridged Appearances Misoperation Alerting calls do not re-alert on bridged call appearances. nVoice Response Integration Do not use Misoperations Handling with this feature if you are using analog boards with Conversant. Modem Pooling (Not available with Offer B) Modem Pooling allows switched connections between digital-data endpoints (data modules) and analog-data endpoints via pods of acoustic-coupled modems. The analog-data endpoint is either a trunk or a line circuit. Detailed description Data transmission between a digital data endpoint and an analog endpoint requires conversion via a modem, because the Digital Communications Protocol (DCP) format used by the data module is not compatible with the modulated signals of an analog modem. A modem translates DCP format into modulated signals and vice versa. Modem Pooling feature provides pools of integrated-conversion modems and combined-conversion modems. Integrated-conversion modem pools have functionality integrated on the Pooled Modem circuit pack, providing two modems. Each one emulates a time-division multiplexing (TDM) cabled to a 212 modem. Integrated are modem pools not available in countries that use A-law companding. Combined-conversion modem pools are TDMs cabled to any TDM-compatible modem. Combined-conversion modem pools can be used with all systems.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1444 Modem Pooling 20 When the system needs a modem, it queries the digital-data module associated with the call to determine if the module’s options are compatible with those supported by the modem pools. If the options are not compatible, the originating user receives intercept treatment. If the options are compatible, the system obtains a modem from the appropriate pool. If a modem is not available, the user receives reorder treatment. The system can detect the needs for a modem. Data calls from an analog-data endpoint require that the user indicate the need for a modem, because the system considers such calls to be voice calls. Users indicate this need by dialing the data-origination access code before dialing the digital-data endpoint. The system provides a Hold Time parameter to specify the maximum time any modem can be held but not used (while a data call is in queue). The integrated-conversion modems support the following options: nReceiver responds to remote loop nLoss of carrier disconnect nSend space disconnect nReceive space disconnect nCF-CB common nSpeed, duplex, and synch (administered) Combined-conversion modems support the following: nIBM bisynchronous protocols typically used in 3270 and 2780/3780 applications. Both require 2400 or 4800 bps, half-duplex, synchronous transmission. nInteractive IBM-TSO applications using 1200 bps, half-duplex, asynchronous transmissions nDATAPHONE II switched-network modems supporting asynchronous and synchronous communications, and autobaud at 300, 1200, or 2400 bps nThe DEFINITY ECS operating at up to 19.2 kbps nDifferent pools with different data-transmission characteristics
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1445 Modem Pooling 20 Considerations nOn data calls between a data module and an analog-data endpoint, Return-to-Voice releases the modem and returns it to the pool. The phone user connects to the analog-data endpoint. nFor traffic purposes, the system accumulates data on modem-pooling calls separate from voice calls. Measurements on the pools also accumulate. nWhen a phone user places a data call to a digital-data endpoint, does not transfer the call to another digital-data endpoint, and uses a modem or acoustically-coupled modem, the user dials the data-origination access code before dialing the distant endpoint. nModem Pooling is not restricted. Queuing for modems is not provided, although calls queued on a hunt group retain reserved modems. nAvoid mixing modems from different vendors within a combined pool because such modems may differ in transmission characteristics. nWhen you administer data-transmission characteristics (speed, duplex, and synchronization mode), they must be identical to the TDM and optional modem selections made by the customer. nEach data call that uses Modem Pooling uses four time slots (not just two). As a result, heavy usage of Modem Pooling could affect TDM bus-blocking characteristics. nTandem switches do not insert a pooled modem. The originating switch inserts a pooled modem. Interactions nCall Detail Recording Data call CDR records the use of modem pools on trunk calls. nData Call Setup Data calls to or from a TDM cannot use Modem Pooling. nData Privacy and Data Restriction The insertion of a modem pool does not turn off Data Privacy or Data Restriction. nData-Only Off-Premises Extensions Calls to or from a Data-Only Off-Premises Extension cannot use Modem Pooling, when this type of digital-data endpoint uses a TDM.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Features and technical reference 1446 Multiappearance Preselection and Preference 20 nDigital-multiplexed Interface Trunks If you place a data call from a local analog-data endpoint to a DMI trunk, you must dial the data-origination access code to obtain a modem. Data calls on DMI trunks to local analog-data endpoints automatically obtain modems. nDS1 Tie Trunk Service Connect modems used for Modem Pooling to AVD DS1 tie trunks via Data Terminal Dialing or by dialing the feature-access code for data origination. Related topics To set up modem pooling for single-carrier cabinets, refer to DEFINITY ECS Installation and Test for Single-Carrier Cabinets. To set up modem pooling for compact modular cabinets, refer to DEFINITY ECS Installation, Upgrades and Additions for CMC. To set up modem pooling for multi-carrier cabinets, refer to DEFINITY ECS Installation and Test for Multi-Carrier Cabinets. To set up modem pooling for G3si cabinets, refer to DEFINITY ECS Upgrades and Additions for R7si. Multiappearance Preselection and Preference Multiappearance Preselection and Preference selects the call appearances you use to connect to when you lift the handset. Multiappearance Preselection and Preference provides multiappearance telephone users with the following options for placing or answering calls on selected call appearances. nRinging Appearance Preference When a user lifts the handset to answer a call, the system automatically connects them to the ringing call appearance. If there is more than one call, the user automatically connects to the oldest (first-in) ringing call appearance. The in-use (red) lamp tracks the ringing appearance and the answered appearance.