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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 Introduction to the DEFINITY system 37 System-wide settings 2 System-wide settings There are some settings that you enable or disable for the entire system, and these settings effect every user. You may want to look over the various System Parameters screens and decide which settings best meet the needs of your users. To see a list of the different types of parameters that control your system, type display system-parameters and press HELP. You can change some of these parameters yourself. Type change system-parameters and press HELP to see which types of parameters you can change. In some cases, a Lucent representative is the only person who can make changes, such as to the System Parameters Customer-Options screen. This chapter offers a few examples of how you establish these system-wide settings. The Screen reference contains explanations of each of the system parameters screens, and how to use them.
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1.1
June 2000
Introduction to the DEFINITY system
38 Changing feature parameters
2
Changing feature parameters
You can modify the system parameters that are associated with some of the system
features. For example, you can use the system parameters to allow music to play if
callers are on hold or to allow trunk-to-trunk transfers on the system.
Generally, Lucent sets your system parameters when your system is installed.
However, you can change these parameters as your organization’s needs change.
For example, let’s say that you are told that the number of rings between each
point for new coverage paths should change from 4 to 2 rings.
To change the number of rings:
1. Type
change system-parameters coverage/forwarding and press
RETURN.
The System Parameters Call Coverage / Call Forwarding
screen appears.
2. In the Local Coverage Subsequent Redirection/CFWD No Answer Interval
field, type
2.
3. Press ENTER to save your changes.
Each phone in a Call Coverage path now rings twice before the call routes
to the next coverage point. The Local Cvg Subsequent Redirection/CFWD
No Ans Interval field also controls the number of rings before the call is
forwarded when you use Call Forwarding for busy/don’t answer calls. This
applies only to calls covered or forwarded to local extensions. Use Off-Net
to set the number of rings for calls forwarded to public network extensions.
Page 1 of 2
SYSTEM PARAMETERS -- CALL COVERAGE / CALL FORWARDING
CALL COVERAGE/FORWARDING PARAMETERS
Local Cvg Subsequent Redirection/CFWD No Ans Interval (rings): 2
Off-Net Cvg Subsequent Redirection/CFWD No Ans Interval (rings): 2
Coverage - Caller Response Interval (seconds): 4
COVERAGE
Keep Held SBA At Coverage Point? y
External Coverage Treatment For Transferred Incoming Calls? n
FORWARDING
Call Forward Override? n
Coverage After Forwarding? y
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Introduction to the DEFINITY system 39 Administering treatment for denied calls 2 Administering treatment for denied calls You can administer your system to reroute denied calls to an announcement, the attendant, or to another extension. Intercept Treatment provides an intercept tone or a recorded announcement or routes the call to an attendant for assistance when calls cannot be completed or when use of a feature is denied. Instructions In this example, we want all outward restricted call attempts to route to an announcement, and incoming calls that are denied to route to the attendant. 1. Add an announcement on extension 2040, and name the announcement Intercept Denied Calls. Refer to ‘‘ Adding announcement extensions’’ on page 381 and ‘‘Recording announcements’’ on page 382 for more information. 2. Type change system-parameters features and press RETURN. The Feature-Related System Parameters screen appears. 3. In the Controlled Outward Restriction Intercept Treatment field, type announcement. Another blank field appears. 4. In this blank field, type 2020. This is the extension of the Intercept Denied Calls announcement you recorded earlier. 5. In the DID/Tie/ISDN Intercept Treatment field, type attd. This will allow the attendant to handle incoming calls that have been denied. 6. Press ENTER to save your changes.
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1.1
June 2000
Introduction to the DEFINITY system
40 Setting up Music-on-Hold
2
Setting up Music-on-Hold
Music-on-Hold automatically provides music to a caller placed on hold. Providing
music lets the caller know that the connection is still active. The system does not
provide music to callers in a multiple-party connection who are in queue, on hold,
or parked.
Before you start
You need to determine the music source you will use, and obtain the necessary
circuit pack. Refer to DEFINITY ECS System Description for more information
about required hardware.
NOTE:
If you use equipment that rebroadcasts music or other copyrighted materials,
you may be required to obtain a copyright license from or pay fees to a third
party such as the American Society of Composers, Artists, and Producers
(ASCAP) or Broadcast Music Incorporated (BMI).
Instructions
In this example, we administer the system to allow local callers and incoming
trunk callers to hear music while on hold. Note that if you use Tenant Partitioning,
you cannot set up Music on Hold this way. See ‘‘
Providing service for multiple
tenants’’ on page 41 for more information.
1. Type
change system-parameters features and press RETURN.
The Feature-Related System Parameters
screen appears.
change system-parameters features Page 1 of 9
FEATURE-RELATED SYSTEM PARAMETERS
Trunk-to-Trunk Transfer? none
Automatic Callback - No Answer Timeout Interval (rings): 4_
Call Park Timeout Interval (minutes): 10
Off-Premises Tone Detect Timeout Interval (seconds): 20_
AAR/ARS Dial Tone Required? y
Music/Tone On Hold: music Port: _______
Music (or Silence) On Transferred Trunk Calls: all
DID/Tie/ISDN Intercept Treatment: attd
Messaging Service Adjunct (MSA) Connected? y
Internal Automatic Answer for Attendant Extended Calls? y
Automatic Circuit Assurance (ACA) Enabled? y
ACA Referral Calls: local
ACA Referral Destination: ________
ACA Short Holding Time Originating Extension: ______
ACA Long Holding Time Originating Extension: ______
Abbreviated Dial Programming by Assigned Lists:
Auto Abbreviated/Delayed Transition Interval(rings):
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Introduction to the DEFINITY system 41 Providing service for multiple tenants 2 2. In the Music/Tone On Hold field, type music. The Port field appears. 3. In the Port field, type 6040. This is the port address of the music source. 4. In the Music (or Silence) on Transferred Trunk Calls, type all. 5. Press ENTER to save your changes. 6. Now administer a class of restriction with Hear System Music on Hold set to y, to allow your local users to hear music on hold. More information If a call with either Data Privacy or Data Restriction activated is placed on hold, the Music/Tone on Hold is withheld. This is to prevent transmission of a musical tone that a connected data service might falsely interpret as a data transmission. If you administer the Music/Tone on Hold field to provide music, the system provides the music after a hunt group or ACD split delayed announcement. Providing service for multiple tenants If you manage the switching system for an entire office building, you may need to provide individualized phone service for each of the firms who are tenants. You can set up your system so that each tenant can have its own attendant, and can chose to have music or play special announcements while callers are on hold. Before you start Before you can administer tenants in your system, Tenant Partitioning must be enabled on the System Parameters Customer-Options screen. To allow tenants to select their own Music on Hold, you must purchase and administer equipment. Refer to DEFINITY ECS System Description for more information about required hardware. Your Lucent Technologies representative can help you administer this hardware.
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1.1
June 2000
Introduction to the DEFINITY system
42 Providing service for multiple tenants
2
Instructions
In this example, we are going to administer the system to allow one tenant to play
Country music for callers on hold, and another to play Classical music. We will
assign these music types to two new tenants.
1. Type change music-sources and press return.
The Music Sources
screen appears.
2. For Source 1, enter
music for the Type, 01A1001 for the Port, and Country
for the Description.
3. Move to Source 3, and enter
music for the Type, 01A1003 for the Port, and
Classical for the Description.
4. Press
ENTER to save your changes.
5. Type
change tenant 1 and press RETURN.
The Te n a n t
screen appears.
Music Sources Page 1 of X
Source Type Port Description
1 music 01A1001 Country
2 tone Tone-on-Hold
3 music 01A1003 Classical
4 none
5 none
6 none
7 music 12B1301 Oldies
8 none
9 none
10 none
11 music 04C2003 Rock
12 none
13 none
14 none
15 none
Tenant 18
Tenant Description: ________________________________________
Attendant Group: 1
Ext Alert Port (TAAS): _______ Ext Alert (TAAS) Extension: ____
Night Destination: _____
Music Source: 1
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Introduction to the DEFINITY system 43 Receiving notification in an emergency 2 6. In the Tenant Description field, type Dentist. This identifies the client in this partition. 7. In the Attendant Group field, type 1. The attendant group number must also appear in the Group field of the attendant console screen for this tenant. 8. In the Music Source field, type 1. Callers to this tenant will now hear country music while on hold. 9. Press ENTER to save your changes. 10. To administer the next partition, type change tenant 2 and press RETURN. 11. Administer this tenant, Insurance Agent, to use Attendant Group 2 and Music Source 3. Be sure to change the Attendant Console screen so that this attendant is in group 2. 12.This tenant’s callers will hear classical music on hold. Receiving notification in an emergency If one of your users calls an emergency service such as the police or ambulance, someone, perhaps the receptionist, security or the front desk, needs to know who made the call. Thus, when the emergency personnel arrive, they can be directed to the right place. You can set up the switch to alert the attendant and up to ten other extensions whenever an end-user dials an emergency number. The display on the notified user’s phone shows the name and number of the person who placed the emergency call. The phones also ring with a siren-type alarm, which users must acknowledge to cancel. Before you start Decide if you want one user to be able to acknowledge an alert, or if all users must respond before an alert is cancelled. Verify that ARS is enabled on the System Parameters Customer-Options screen. Make sure that the phones you want to notify are digital and have a display. Refer to ‘‘ Phone reference’’ on page 1075 for a list of phone types.
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1.1
June 2000
Introduction to the DEFINITY system
44 Receiving notification in an emergency
2
Instructions
In this example, we will set up the system to notify the attendant and the security
guards at all 3 entrances when someone dials the emergency number 5555. All
three guards must acknowledge the alert before it is silent.
1. Type
change ars analysis 5 and press RETURN.
The AAR and ARS Digit Analysis Table
appears.
2. In the dialed string field, type
5555.
This is the number that end-users dial to reach emergency services.
3. In the Total Min and Max fields, type
4.
In this example, the user must dial all 4 digits for the call to be treated as an
emergency call.
4. In the Route Pattern field, type
1.
In this example, we use route pattern 1 for local calls.
5. In the Call Type field, type
alrt.
This identifies the dialed string 5555 as one that activates emergency
notification.
6. Press
ENTER to save your changes.
ARS DIGIT ANALYSIS TABLE
Location: all Percent Full: 6
Dialed Total Route Call Node ANI
String Min Max Pattern Type Num Reqd
5555_____________ 4_ 4_ 1____ alrt ___ n
_________________ __ __ _____ ____ ___ n
_________________ __ __ _____ ____ ___ n
_________________ __ __ _____ ____ ___ n
_________________ __ __ _____ ____ ___ n
_________________ __ __ _____ ____ ___ n
_________________ __ __ _____ ____ ___ n
_________________ __ __ _____ ____ ___ n
_________________ __ __ _____ ____ ___ n
_________________ __ __ _____ ____ ___ n
_________________ __ __ _____ ____ ___ n
_________________ __ __ _____ ____ ___ n
_________________ __ __ _____ ____ ___ n
_________________ __ __ _____ ____ ___ n
_________________ __ __ _____ ____ ___ n
_________________ __ __ _____ ____ ___ n
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Introduction to the DEFINITY system 45 Receiving notification in an emergency 2 Now set up the attendant console to receive emergency notification. 7. Type change attendant 1 and press RETURN. The Attendant Console screen appears. 8. In the feature button area, assign a crss-alert button. 9. Press ENTER to save your changes. 10. Assign a crss-alert button to each security guard’s phone. You cannot assign this button to a soft key. See ‘‘ Adding feature buttons’’ on page 69 for more information. Finally, we make sure that all security personnel and the attendant will have to acknowledge the alert. 11. Type change system-parameters crisis-alert and press RETURN. The ‘‘ Crisis Alert System Parameters’’ screen appears. 12. Go to the Every User Responds field and type y. 13. Press ENTER to save your changes. More information Attendants cancel an alert by pressing the crisis alert button three times. The first button push turns off the siren, the second stops the lamp from flashing, and the third clears the display. Digital phone users cancel the siren by pushing the crisis alert button. If you have set the system so that only one user needs to respond, this stops the alerting at all phones. If all users must respond, each phone continues to alert until that user presses the crisis alert button to acknowledge the alarm. The emergency caller’s name and extension remain on the display at this point. To completely cancel an alert and clear their displays, users press the Normal button. Once you administer Crisis Alert, the switch still records each emergency call and sends a record to the journal printer, if available. If not, you can view the emergency log with the command list emergency.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Introduction to the DEFINITY system 46 Notifying a digital pager of an emergency 2 Related topics Refer to ‘‘ Crisis Alert’’ on page 1322 for more detailed information. For information on other ways to reach the attendant in an emergency, refer to ‘‘ Emergency Access to the Attendant’’ on page 1333. To determine what types of digital phones have displays, refer to ‘‘ Phone reference’’ on page 1075. To ensure that you can still make necessary phone calls in an emergency, refer to ‘‘ Emergency Transfer’’ on page 1336. Notifying a digital pager of an emergency You also have the option of having your emergency calls go to a digital pager. When someone dials an emergency number (for example, 911), the system sends the extension and location (that originated the emergency call) to the administered pager. Before you start nYou need to administer a CRSS-ALRT button on at least one of the following. — Attendant Console (use the change attendant command) — Digital telephone set (use the change station command) nThe ARS Digit Analysis Table must have emergency numbers in the Call Type column set to alrt (crisis alert). nYou need a digital numeric pager. nYou need one of the following circuit packs: — Call Classifier — Tone-Clock (with Call Classification and Tone Detection)