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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
Screen reference
947 System Parameters Customer-Options
17
Forced Entry of Account Codes
Allows system administration to force account users to enter account codes based
on user or trunk class of restriction, or by an option on the Toll Analysis table.
FEAC provides an easy method of allocating the costs of specific calls to the
correct project, department, etc.
Global Call Classification
Provides call classification outside of North America. Listens for tones and
classifies tones detected. Required for Call Coverage Off Net and Outgoing Call
Management.
Field descriptions for page 3
Screen 195. System Parameters Customer-Options
Hospitality (Basic)
Provides access to basic features including: Attendant Crisis Alert, Attendant
Room Status, Automatic Wakeup, Do Not Disturb, Names Registration,
Single-Digit Dialing, and Mixed Station Numbering.
Valid entries Usage
Up to 15 digits Enter account code length that appears on the CDR report for
applicable calls.
Page 3 of 6
OPTIONAL FEATURES
Hospitality (Basic)? y PNC Duplication? n
Hospitality (G3V3 Enhancements)? n
H.323 Trunks? y Processor and System MSP? n
IP Stations? y Private Networking? y
ISDN Feature Plus? n Restrict Call Forward Off Net? n
ISDN-BRI Trunks? n Secondary Data Module? y
ISDN-PRI? n Station and Trunk MSP? n
Malicious Call Trace? n Survivable Remote Processor? n
Mode Code for Centralized Voice Mail? n Tenant Partitioning? n
Mode Code Interface? n Terminal Trans. Init. (TTI)? n
Multifrequency Signaling? y Time of Day Routing? n
Multimedia Appl. Server Interface (MASI)? n Uniform Dialing Plan? n
Multimedia Call Handling (Basic)? n Usage Allocation Enhancements? n
Multimedia Call Handling (Enhanced)? n
Wideband Switching? n
Personal Station Access (PSA)? n Wireless? n
(NOTE: You must logoff & login to effect the permission changes.)
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Screen reference 948 System Parameters Customer-Options 17 Hospitality (G3V3 Enhancements) Software required for Property Management System and Automatic Wakeup. Property Management System Interface activates Forward PMS Messages to I NTUITY Lodging and PMS Protocol Mode (transmit in ASCII mode). Usage Note: standard hospitality features are included in basic system software. H.323 Trunks Controls permission to administer H.323 trunks. IP Stations Controls permission to administer H.323 and/or SoftPhone stations. ISDN Feature Plus Provides ISDN Feature Plus signaling. This option is enabled when either the ISDN-BRI Trunks field or the ISDN-PRI field is y. ISDN-BRI Trunks Provides the capability to add ISDN-BRI trunks to the switch. If enabled, can add isdn trunk groups and the following screens are accessible: nnetwork-facilities nprivate-numbering npublic-unknown- numbering ISDN-PRI Provides Integrated Services Digital Network (ISDN-PRI) software for either a switch-hardware platform migration only or a switch-hardware platform migration in combination with a software version upgrade. Also provides signaling support for H.323 signaling. Malicious Call Trace Provides ability to retrieve certain information related to a malicious call. Valid entries Usage y The ISDN-BRI Trunk circuit pack screen is accessible only if this option is y. nIf n, the ISDN-BRI Trunk circuit pack screen is not accessible even if ISDN-PRI is y.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Screen reference 949 System Parameters Customer-Options 17 Mode Code Interface Allows you to use the Mode Code Voice Mail System Interface to connect the switch over a DTMF interface to I NTUITY AUDIX or other vendors’ voice mail systems. Multifrequency Signaling Provides for a screen of number signaling used between the switch and the central office. Multimedia Appl. Server Interface (MASI) Allows users of the Multimedia Communications Exchange (MMCX) to take advantage of certain DEFINITY ECS telephony features. Multimedia Call Handling (Basic) Allows administration of desktop video-conferencing systems as data modules associated with DEFINITY ECS voice stations in a multimedia complex. Users can dial one number to reach either endpoint (voice or data) in the complex. Also provides support for IP SoftPhones. Multimedia Call Handling (Enhanced) Allows a multifunction phone to control a multimedia call like a standard voice call. Also provides support for IP SoftPhones. Personal Station Access (PSA) Provides basic telecommuting package capability for Personal Station Access. Also provides support for IP SoftPhones. PNC Duplication This field only appears on DEFINITY ECS G3r. If set to y, the Enable Operation of PNC (Port Network Connectivity) Duplication field appears on the System Parameters Duplication screen. The Enable Operation of PNC Duplication field is set with the Enable Operation of SPE (Switch Processing Element) Duplication field to provide non-standard reliability levels (high, critical, or ATM PNC Network Duplication). Processor and System MSP Allows the customer administrator or technician to maintain processor and system circuit packs.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Screen reference 950 System Parameters Customer-Options 17 Private Networking Upgrades PNA or ETN software RTU purchased with earlier systems. Restrict Call Forward Off Net The system can monitor the disposition of an off-call and, if it detects busy, bring the call back for further processing, including call coverage. Secondary Data Module Provides ability to use any data module as a secondary data module. Station and Trunk MSP Provides the customer administrator or technician to maintain station and trunk circuit packs. Tenant Partitioning Provides for partitioning of attendant groups and/or stations and trunk groups. Typically this is used for multiple tenants in a building or multiple departments within a company or organization. Terminal Trans. Init. (TTI) Allows administrators of Terminal Translation Initialization (TTI) to merge an station administered with X in the Port field, to a valid port by dialing a system-wide TTI security code and the extension from a terminal connected to that port. Also provides support for IP SoftPhones. Time of Day Routing Provides AAR and ARS routing of calls based on the time of day and day of the week. You can take advantage of lower calling rates during specific times. Uniform Dialing Plan Provides 4– or 5–digit Uniform Dial Plan (UDP) and 1–4 digit steering. Also allows you to use Extended Trunk Access and Extension Number Portability features. Usage Allocation Enhancements Provides for assigning ISDN-PRI or ISDN-BRI Services/Features for Usage Allocation Plans. To use this enhancement, first set either the ISDN-PRI or ISDN-BRI Trunks fields to y.
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1.1
June 2000
Screen reference
951 System Parameters Customer-Options
17
Wideband Switching
Provides wideband data software for switching video or high-speed data. You can
aggregate DSO channels up to the capacity of the span. Wideband supports H0,
H11, and H12 standards, where applicable, as well as customer-defined data rates.
Wireless
Provides right to use for wireless applications in certain Network Systems sales.
You may purchase it from Lucent Technologies Network Wireless Systems.
Field descriptions for page 4
Call Center Optional Features
ACD
Automatic Call Distribution (ACD) automatically distributes incoming calls to
specified splits or skills. Provides the software required for the Call Center Basic,
Plus, Deluxe, and Elite features for the number of agents specified.
BCMS (Basic)
Provides real-time and historical reports about agent, ACD split, Vector Directory
Number (VDN) and trunk group activity.
Page 4 of 6
CALL CENTER OPTIONAL FEATURES
Call Center Release: 8.1
ACD? y Reason Codes? n
BCMS (Basic)? y
BCMS/VuStats LoginIDs? n Service Observing (Basic)? y
BCMS/VuStats Service Level? n Service Observing (Remote/By FAC)? n
Call Work Codes? n Service Observing (VDNs)? n
CentreVu Advocate? n Timed ACW? n
DTMF Feedback Signals For VRU? n Vectoring (Basic)? y
Expert Agent Selection (EAS)? y Vectoring (Prompting)? y
EAS-PHD? y Vectoring (G3V4 Enhanced)? y
Forced ACD Calls? n Vectoring (ANI/II-Digits Routing)? n
Lookahead Interflow (LAI)? n Vectoring (G3V4 Advanced Routing)? n
Multiple Call Handling (On Request)? n Vectoring (CINFO)? n
Multiple Call Handling (Forced)? n Vectoring (Best Service Routing)? n
PASTE (Display PBX Data on Phone)? n
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Screen reference 952 System Parameters Customer-Options 17 BCMS/VuStats LoginIDs Allows you to administer valid agent login IDs to monitor call activity by agent. This feature can be used when EAS is not optioned, or in addition to EAS login IDs. When this field is y, both BCMS and CMS use the same login ID for an agent. BCMS/VuStats Service Level Allows you to set up hunt groups or Vector Directory Numbers (VDNs) with an acceptable service level. An acceptable service level defines the number of seconds within which a call must be answered to be considered acceptable. Call Center Release Displays the call center release installed on the system. Call Work Codes Allows agents to enter digits for an ACD call to record customer-defined events such as account codes or social security numbers. CentreVu® Advocate Software that provides an integrated set of advanced features to optimize call center performance. For information on CentreVu® Advocate, contact your Account Executive. DTMF Feedback Signals For VRU Provides support for the use of C and D Tones to VRUs. EAS-PHD Increases the number of skills an agent can log in to from four to 20. Increases the number of agent skill preference levels from two to 16. Expert Agent Selection (EAS) Provides skills-based routing of calls to the best-qualified agent. Forced ACD Calls See Multiple Call Handling.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Screen reference 953 System Parameters Customer-Options 17 Lookahead Interflow (LAI) Provides Look-Ahead Interflow to balance the load of ACD calls across multiple locations. Multiple Call Handling (On Request) Allows agents to request additional calls when active on a call. Multiple Call Handling (Forced) Forces an agent to be interrupted with an additional ACD call while active on an ACD call. Splits or skills can be one forced, one per skill, or many forced. PASTE (Display PBX Data on Phone) Provides an interface between the display of a DCP telephone set and PC-based applications. Reason Codes Allows agents to enter a numeric code that describes their reason for entering the AUX work state or for logging out of the system. Service Observing (Basic) Allows a specified user to observe an in-progress call on a listen-only or listen-and-talk basis. Service Observing (Remote/By FAC) Allows users to service observe calls from a remote location or a local station using this feature’s access codes. Service Observing (VDNs) Provides the option of observing and/or monitoring another user’s calls. Timed ACW Places an auto-in agent in ACW for an administered length of time after completion of the currently active ACD call. Vectoring (Basic) Provides basic call vectoring capability.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1.1 June 2000 Screen reference 954 System Parameters Customer-Options 17 Vectoring (Prompting) Allows flexible handling of incoming calls based on information collected from the calling party or from an ISDN-PRI message. Vectoring (G3V4 Enhanced) Allows the use of enhanced comparators, wildcards in digit strings for matching on collected digits and ANI or II-digits, use of Vector Routing Tables, multiple audio/music sources for use with wait-time command and priority level with the oldest-call-wait conditional. Vectoring (ANI/II-Digits Routing) Provides for ANI and II-Digits vector routing. Vectoring (G3V4 Advanced Routing) Provides for Rolling Average Speed of Answer Routing, Expected Wait Time Routing, and VDN Calls Routing. Vectoring (CINFO) Provides the ability to collect ced and cdpd from the network for vector routing. To use this enhancement, first set either the ISDN-PRI or ISDN-BRI Trunks fields to y. Vectoring (Best Service Routing) Enables the Best Service Routing™ feature. Through special vector commands, Best Service Routing allows you to compare splits or skills at local and remote locations and queue a call to the resource that will give the caller the best service.
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1.1
June 2000
Screen reference
955 System Parameters Customer-Options
17
Field descriptions for page 5
Screen 196. System Parameters Customer-Options
VDN of Origin Announcement
Provides a short voice message to an agent indicating the city of origin of the
caller or the service requested by the caller based on the VDN used to process the
call.
VDN Return Destination
Allows an incoming trunk call to be placed back in vector processing after all
parties, except the originator, drop.
VuStats
Allows you to present BCMS statistics on phone displays.
VuStats (G3V4 Enhanced)
Allows you to use the G3V4 VuStats enhancements including historical data and
thresholds.
Page 5 of 6
CALL CENTER OPTIONAL FEATURES
VDN of Origin Announcement? n VDN Return Destination? n
VuStats? n VuStats (G3V4 Enhanced)? n
Logged-In ACD Agents: 500 Logged-In CentreVu Advocate Agents: 500
DEFINITY ECS Release 8.2
Administrator’s Guide 555-233-506 Issue 1.1
June 2000
Screen reference
956 System Parameters Customer-Options
17
Logged-In ACD Agents
Number of ACD Agents contracted for. This field limits the number of logged-in
ACD agents to a number no more than the maximum purchased. The value of this
field indicates the total of ACD agents that can be logged-in simultaneously.
The limit applies to ACD agents on ACD and EAS calls. Auto-Available Split
(AAS) agent ports are counted when they are assigned. AAS split or skill
members are also counted. If the port for an AAS split/skill member is logged out,
(for example, when a ringing call is redirected) the logged-in agent count is not
updated. These counts are updated only during administration.
Logged-In CentreVu Advocate Agents
Appears when the CentreVu Advocate field is
y. Number of CentreVu Advocate
Agents contracted for.
The total number of logged-in CentreVu Advocate agents must be equal to or less
than the number allowed in the Logged-In ACD Agents field. The number of
logged-in CentreVu Advocate agents counts towards the total number of
logged-in ACD agents.
Field descriptions for page 6
QSIG Optional Features
Basic Call Setup
Provides basic QSIG services: basic connectivity and calling line ID number. To
use this enhancement, either the ISDN-PRI or ISDN-BRI Trunks fields must be
y.
Page 6 of 6
QSIG OPTIONAL FEATURES
Basic Call Setup? n
Basic Supplementary Services? n
Centralized Attendant? n
Interworking with DCS? n
Supplementary Services with Rerouting? n
Transfer into Lucent QSIG Voice Mail? n
Value-Added Lucent (VALU)? n