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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 Managing multimedia calling 287 Enhanced Mode MM complex 9 6. To end the data collaboration session and retain the voice/video conference, the station that selected the mm-datacnf button or FAC may press the mm-datacnf button or hit transfer and dial the mm-datacnf deactivation FA C . NOTE: Currently, many endpoints do not respond correctly to ending the data collaboration session and retaining voice/video. Some H.320 DVC systems drop the entire call. It is recommended that once T.120 data sharing has been enabled for a conference, that it remain active for the duration of the conference call. When all endpoints have dropped from the call, the T.120 resources will be released. Joining a multimedia conference after T.120 data sharing has been enabled. If a multimedia conference with T.120 data sharing is already active and it is desired to conference in a new video endpoint, the new video endpoint can be conferenced into the existing call. The new endpoint will be allowed into the data conference if there exists sufficient ESM resources for the new endpoint. The new endpoint will get voice/video and data sharing if the new endpoint supports the data rate chosen by the system when T.120 data collaboration was activated. If the endpoint does not support the pre-existing data rate, the new endpoint will only receive voice and video. Activating HOLD while on a T.120 data collaboration conference. If an Enhanced multimedia complex is active on a multimedia call and the call has activated T.120 data collaboration, the user should be receiving voice/video and data. If the station places this existing call on hold, audio and video will be disconnected for the current call. The data collaboration portion of the call will remain intact and unaffected. While this T.120 data conference is on hold, the user will only be allowed to receive audio on all other call appearances. Thus a user is limited to one call appearance that has T.120 data collaboration active. Single switch data collaboration. When all parties involved in data collaboration conference are located on the same physical DEFINITY ECS, there is no restriction on the type of user. The parties may be any combination of Enhanced multimedia complexes, Basic multimedia complexes or stand-alone H.320 DVC systems.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Managing multimedia calling 288 Enhanced Mode MM complex 9 Multi- switch data collaboration. When all parties involved in data collaboration conference are not located on the same physical DEFINITY ECS, the parties located on the DEFINITY ECS hosting the data conference (i.e. the switch that activated mm-datacnf) may be any combination of Enhanced multimedia complexes, Basic multimedia complexes or stand-alone H.320 DVC systems. NOTE: All parties on remote switches must not be Enhanced multimedia complexes. They must be Basic multimedia complexes or stand-alone H.320 DVC systems. Prior to originating or receiving a multimedia mode call, the mm-basic feature button or feature access code can be used to dynamically change an Enhanced mode complex into a Basic mode complex and back again. Voice station audio vs. H.320 DVC system audio When an Enhanced mode complex originates or receives a voice or multimedia call, the call is originated with the station handset or answered with the station handset. The audio path will be through the handset. If the user’s H.320 DVC system has speakers and a microphone, the user may wish to use the H.320 DVC system for audio in much the same manner as a built-in or separate telephone speakerphone. The user can move the station’s audio to the H.320 DVC system by selecting an mm-pcaudio feature button on the voice station. There is no feature access code for this function. The mm-pcaudio feature button works very much like a speakerphone on/off button. If the station is off-hook and selects mm-pcaudio, audio is directed to the PC DVC system. The switch-hook may be placed on-hook. If the handset is taken off-hook, the audio moves back to the handset. If the mm-pcaudio button is selected while audio is already on the DVC system and the handset is on-hook, this acts as a speakerphone off action and disconnects the current call. The mm-pcaudio feature button may be used for voice as well as multimedia calls. If the mm-pcaudio feature button is selected while on a voice only call, the DVC system is alerted and brought into the call. No video will be transmitted or displayed. Audio will be directed through the PC DVC system.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Managing multimedia calling 289 Enhanced Mode MM complex 9 Switching between Basic and Enhanced modes There may exist occasions when an Enhanced mode complex needs to switch to Basic mode operation temporarily. One example is when a user wishes to make a direct point to point multimedia call originated directly from the H.320 DVC. Basic mode operation allows this functionality at the expense of losing multimedia call handling capabilities (i.e. hold/xfer/conf). To switch from Enhanced mode to Basic mode, the station may either select a mm-basic feature button or dial the mm-basic feature access code. Both of these actions are valid only if the Enhanced mode station has no multimedia calls active. When in Basic mode, the status lamp for the mm-basic button, if present, will be on solid. The mm-basic feature button acts as a toggle. If the status lamp is on, when the button is selected, the lamp will go off and the station will return to Enhanced mode. The mm-enhanced feature access code will set the state of the station back to Enhanced. Switching to Enhanced mode is only valid if the associated H.320 DVC system is idle. NOTE: Toggling between Basic and Enhanced mode changes the station’s administered Multimedia mode. When in Basic mode this field on the station form will show basic. When in Enhanced mode this field on the station form will show enhanced. The current station Multimedia mode will be saved to translation when a save translation command is executed. Forwarding of voice and multimedia calls The Enhanced multimedia mode complex voice station may use the existing standard call forwarding mechanisms to activate forwarding for voice calls. If the forwarding destination is on the same switch then this will also forward multimedia calls as multimedia calls to the destination. If the forwarding destination is off switch, multimedia calls will forward off switch as voice only calls. This is appropriate when the user will be at a location that is not able to receive multimedia calls. To forward multimedia calls off switch as multimedia calls, the user must activate multimedia call forwarding. This may be done with an mm-cfwd button or feature access code. The user may also activate standard voice call forwarding and select the mm-call button prior to entering the forwarding address.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Managing multimedia calling 290 Enhanced Mode MM complex 9 Coverage Multimedia calls to an Enhanced mode complex are subject to the same coverage criteria as voice calls and follow the coverage path administered for the voice station of the Enhanced multimedia mode complex. If a plain voice station or a Basic mode complex is the covering party, the answering voice station will receive audio only. If all voice stations in the coverage path have the station form Early Answer field set to n and the originator of the multimedia call was not a local Enhanced mode complex, the answering station will hear hourglass tone. If an Enhanced mode complex is the covering party, the answering voice station will receive voice and video. If all voice stations in the coverage path have the station form Early Answer field set to n and the originator of the multimedia call was not a local Enhanced mode complex, the answering station will hear hourglass tone. Multimedia calls and off-net call coverage. If the principal station’s coverage path include a remote coverage point, the multimedia call will cover off-switch as voice only. If the call is unanswered off-switch and proceeds to the next coverage point on-switch, the multimedia nature of the call is preserved. Multimedia calls and coverage to voice mail. Voice mail systems such as AUDIX are typically the last point in a coverage path and are usually implemented as a hunt group. In order to guarantee that the originator of an H.320 multimedia call hears the voice mail greeting, the hunt group that defines the list of voice mail ports should have the Early Answer field on the hunt group set to y. This field will have no effect on voice calls to the voice mail system. Hunt Groups using Enhanced Mode Complexes When creating hunt groups with Enhanced multimedia mode complexes, only the station extension should ever be entered as a hunt group member. Any hunt group or ACD skill can include the voice station of an Enhanced multimedia complex as a member. The data extension of an Enhanced mode complex should never be entered as any hunt group member. A hunt group or skill may have a mix of members that are stand-alone stations and Enhanced mode complex stations. In order to guarantee that all members of the hunt group or skill can receive voice or multimedia calls, all members should have the H.320 field on the station form set to y. Simple voice stations will receive voice only. Enhanced mode stations will receive voice and video. The MM Early Answer field (on the Hunt Group form) tells the system to answer an incoming multimedia call and establish audio before it reaches the first member of the hunt group. Thus, when the talk path is established, the caller is able to speak with an agent immediately.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Managing multimedia calling 291 Enhanced Mode MM complex 9 Other considerations. CMS measurements may indicate unusually slow ASA, because of the time required for the system to establish early-answer before offering the call to an agent. Call association (routing). Typically incoming voice calls consist of 2 B-channel calls to the same address, to provide greater bandwidth and better video resolution. DEFINITY ECS attempts to correctly pair up incoming calls and offer them as a unit to a single agent. MMCH uses call association to route both calls to the extension that answered the first call, regardless of how the call was routed internally. Two 56K/64K data calls with the same calling party number to the same destination number are considered to be associated. The system makes every attempt to route both calls of a 2-channel call to the same answering party. If the first call terminates at a member of a hunt group, the second call does not have to hunt, but goes directly to the same member. In order for 2B multimedia calls to be correctly given to a single agent, incoming calls to the hunt group must have ANI information. The ANI information may be in the form of ISDN calling party number or DCS calling party number. Multimedia calls made on the same switch as the hunt group are easily associated. If multimedia calls into a hunt group have insufficient ANI information (i.e. all calls from switch X to switch Y include the LDN for switch X), then as the volume of calls increases the number of mis-associated calls will increase. If multimedia calls into a hunt group have no ANI information, the switch will never associate pairs of calls and all calls will be treated independently and routed to separate agents. This is not a recommended configuration. Multimedia vectors. Very often, calls are routed to hunt groups or skills via a vector. The existing VDNs and vectors which exist for routing voice calls can be used to route multimedia calls. In order to use a vector for multimedia calls, you must set the Multimedia field on the vector form to y. This field has no effect on voice calls routing through the vector. This field will cause multimedia calls routed through the vector to receive early answer treatment prior to processing the vector steps. This provides a talk path to the caller for announcements or immediate conversation with an agent. NOTE: Vectors which have the Multimedia field set must eventually route to hunt groups, skills or numbers which are voice extensions. A vector with the multimedia field set to y should never be set up to route to a hunt group or number which is a data extension.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Managing multimedia calling 292 Enhanced Mode MM complex 9 Interactions Interactions are listed here only if the operation is different from standard. nAdministered Connections An Enhanced multimedia complex voice station may serve as the origination point or destination of an administered connection. If the Multimedia call feature access code is included in the administration of the administered connection, this will result in a video AC. An Enhanced multimedia complex H.320 DVC system may not serve as the origination point of an administered connection. nX-porting You cannot use X in the port field when administering a data module or the data endpoint in a multimedia complex. However, you can use this to administer the telephone. nBridged Appearances Enhanced multimedia complex voice station users can bridge onto a call if the user has a bridged appearance. If the bridged appearance is for a multimedia call, selecting the bridged appearance will result in a multimedia call. nCall Detail Recording Each channel of a 2-channel multimedia call generates a separate CDR record that is tagged as data. nCall forwarding Users cannot forward calls from a multimedia complex using multi-number dialing, either by mm-multnmbr button or feature access code. nCall Park Any station can park a multimedia call, and unpark the call from another telephone. If a multimedia call is unparked by an Enhanced mode complex station, a multimedia call will result. Users cannot park or unpark calls using multimedia endpoints. nCall Pickup Any member of a pickup group can answer a multimedia call after the call has begun alerting at a station call appearance. If the station picking up the call is an Enhanced mode complex station and the call is multimedia, a multimedia call will result. This is true for standard or directed call pickup. nConsult After a multimedia call has been answered, consult may be used when transferring or conferencing the call.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Managing multimedia calling 293 Enhanced Mode MM complex 9 nCOR/COS The Class of Restriction and Class of Service for a multimedia call originated from an Enhanced multimedia complex are those of the voice station in the complex. nData Call Setup An Enhanced mode multimedia H.320 DVC system may not originate calls from the DVC system. All calls, both voice or video are originated from the voice station. nData Hotline An Enhanced multimedia complex H.320 DVC endpoint may not be used to originate a call for hotline dialing. In order to setup a video hotline function with an Enhanced mode complex, the hotline number administered for the voice station should include the Multimedia call feature access code. nData Trunk Groups Data trunk groups may be used to carry H.320 calls of a fixed (administered) bearer capability. nISDN Trunk Groups Lucent Technologies highly recommends that you use ISDN trunks for multimedia calls. ISDN PRI trunks allow complete 1-number access for an Enhanced multimedia complex. ANI provided over PRI trunks allows correct routing of multiple bearer channels to the correct destination device. ISDN also provides the bearer capability on a call by call basis that can be used to distinguish voice calls from multimedia calls. nNight Service Incoming H.320 calls follow established night-service processing for data calls. nRemote Access The switch does not prevent Enhanced multimedia complexes from attempting to use remote access. However, these endpoints will most likely not be able to dial the necessary codes. nStation Hunting Multimedia calls to Enhanced mode complex voice stations that have an extension administered in the hunt-to-station field hunt based on established hunting criteria. If the hunt-to-station is also an Enhanced mode complex station, a multimedia call will result when the call is answered.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Managing multimedia calling 294 Enhanced Mode MM complex 9 nTerminating Extension Groups A multimedia call to a TEG may be answered by any member of the TEG. If the member answering the call is an Enhanced mode complex station, a multimedia call will result. nTelephone Display Display information for calls to or from an Enhanced multimedia complex contains the display information associated with the voice station. Troubleshooting If one channel of a 2 B-channel call goes down, your choices are to continue with reduced transmission quality, or to hang up the call and start over. It is not possible to re-establish the second channel while the call is still active. If you cannot share data with others, it may be that both parties do not have the same endpoint software. This is true for some data collaboration, but most whiteboard and file transfer software implementations are compatible. Monitoring MMCH This section briefly discusses some of the commands you can use to monitor multimedia complexes and conferences. DEFINITY ECS Maintenance for R7si and DEFINITY ECS Maintenance for R7r discuss these commands and their output in detail. Action Objects Qualifier display station data modulexxxxx (extension) xxxxx (extension) list mmi measurements multimedia multimedia-interface voice-conditioner esm endpoints [’print’ or ’schedule’] h.320-stations [’print’ or ’schedule’] status attendant conference conference conference data module station trunk esmxxxx (console number) all xxx (conference ID) xxx (conference ID) endpoint (endpoint ID) xxxxx (extension) xxxxx (extension) (group number or group number/member number)
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1.1
June 2000
Managing multimedia calling
295 Enhanced Mode MM complex
9
Status commands
The
status commands for data module, station, trunk, and attendant provide the
conference ID and endpoint ID for any of these involved in an active multimedia
conference.
Screen 19. Status Station 1002 — General Status Form
The following fields specific to multimedia appear on the status station, attendant,
data module and trunk screens.
nMM Conference ID — This field appears only if the station is active on a
multimedia conference. It displays the ID for the conference. Enter this
number with the status conference command to get more information about
this conference.
nMM Endpoint ID — This field appears only if the station is active on a
multimedia conference. It displays the endpoint ID for the station. Enter
this number with the status conference endpoint command to learn more
about this endpoint’s involvement in the conference.
status station 1002
GENERAL STATUS
Type: 7405D Service State: in-service/on-hook
Extension: 1002 Maintenance Busy? no
Port: 01C0702 SAC Activated? no
Call Parked? no User Cntrl Restr: none
Ring Cut Off Act? no Group Cntrl Restr: none
Active Coverage Option: 1 CF Destination Ext:
MM Conference ID:
MM Endpoint ID:
Message Waiting:
Connected Ports:
ACD STATUS HOSPITALITY STATUS
Agent Logged In Work Mode AWU Call At:
User DND: not activated
Group DND: not activated
Room Status: non-guest room
On ACD Call? no
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Managing multimedia calling 296 Enhanced Mode MM complex 9 List commands The list multimedia endpoints command shows you all the multimedia data modules that exist in your system, and their associated telephones, if any. The list multimedia H.320-stations command shows you all the stations that are administered for H.320 conversion. Screen 20. List Multimedia Endpoints Form Screen 21. List Multimedia H.320-Stations Form Considerations Each channel of a 2-channel BRI call takes one port on an MMI circuit pack. This alone limits the number of multimedia calls your system can handle. In addition, each conference takes one port on a voice-conditioner circuit pack. Also, there is a limit to the number of conversion calls that the system can handle simultaneously. If you experience traffic problems after installing multimedia, you may want to lower the number of stations that use H.320 conversion. MULTIMEDIA ENDPOINTS Data Ext MM Complex Voice Ext H.320 Conversion? 100 87654 y 1321 15683 738 n MULTIMEDIA H.320-STATIONS Station Ext MM Data Ext 100 87654 1321 15683 738