Lucent Technologies DEFINITY Enterprise Communications Server Release 8.2 Overview Manual

							DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
Attendant (Operator) Features 
41 Attendant (Operator) 
3 —Attendant (Operator) Features
Attendant (Operator)
A person at a console who provides personalized service for incoming callers and 
voice-services users by performing switching and signaling operations.
Attendant Console
A digital call-handling station with push-button control used not only to answer and place 
calls, but also to manage and monitor some system operations.
The Attendant Display shows call-related information that helps the attendant to operate 
the console. Also shows personal service and message information. Information is shown 
on the alphanumeric display on the attendant console. Attendants may select one of 
several available display message languages: English, French, Italian, or Spanish. In 
addition, your company may define one additional language for use by users and 
attendants on their display.
DEFINITY PC Console
Lucent Technologies DEFINITY PC Console allows your Attendants to handle incoming 
calls efficiently by personal computer. Using the familiar Microsoft Windows graphical 
interface, the Attendants can easily keep track of how long callers have been on hold and 
who they are waiting for. Attendants can monitor up to six calls at once. They need not 
fumble with pen and paper when handling calls, as they can make notes on their 
computers about what each caller needs. All this contributes to make a favorable first 
impression with your customers. Having the call processing software on the same 
computer with spreadsheet, word processing, or other software allows the attendants to 
stay productive between calls.
The PC Console is easily customized, so even if attendants from different shifts share the 
same computer, they can each preserve their preferences in the call processing 
environment. The PC Console is available in English, Parisian French, Latin American 
Spanish, German, Dutch, Italian and Portuguese. It will be available in Italian in the fall of 
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							Attendant (Operator) Features 
42 Attendant Features 
DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
1997. If a Spanish-speaking Attendant takes over for a French-speaking attendant, for 
example, a single press of a button converts all labels, error messages and online help to 
Spanish. 
Attendant Features
Call Handling
Listed Directory Number
Allows outside callers to access your attendant group in two ways, depending on the type 
of trunk used for the incoming call. You can allow attendant group access via incoming 
direct inward dial trunks, or you can allow attendant group access via incoming Central 
Office) and foreign exchange trunks. 
Call Waiting
Allows an Attendant to let a single-line telephone user who is on the phone know that a 
call is waiting. The Attendant is then free to answer other calls. The Attendant hears a call 
waiting ringback tone and the busy telephone user hears a call waiting tone. This tone is 
heard only by the called telephone user.
Calling of Inward Restricted Stations
A telephone with a Class of Restriction that is inward restricted cannot receive public 
network, attendant-originated, or attendant-extended calls. This feature allows you to 
override this restriction.
Priority Queue
Places incoming calls to the Attendant in an orderly queue when these calls cannot go 
immediately to the Attendant. This feature allows you to define twelve different categories 
of incoming attendant calls, including emergency calls, which are given the highest 
priority.
Override of Diversion Features
Allows an Attendant to bypass diversion features such as Send All Calls and Call 
Coverage by putting a call through to an extension even when these diversion features 
are on. This feature, together with Attendant  Intrusion, can be used to get an emergency 
or urgent call through to a telephone user.
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							DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
Attendant (Operator) Features 
43 Attendant Features 
Backup Alerting
Notifies backup Attendants that the primary Attendant cannot pick up a call. It provides 
both audible and visual alerting to backup stations when the attendant queue reaches its 
queue warning level. When the queue drops below the queue warning level, alerting 
stops. Audible alerting also occurs when the attendant console is in night mode, 
regardless of the Attendant queue size.
Timed Reminder and Attendant Timers
Automatically alerts the Attendant after an administered time interval for the following 
types of calls: extended calls to be answered or waiting to be connected to a busy 
single-line telephone, one-party calls placed on hold on the console, and transferred calls 
that have not been answered after transfer. Timed Reminder informs the Attendant that a 
call requires additional attention. After the Attendant reconnects to the call, the user can 
either choose to try another extension number, hang up, or continue to wait. DEFINITY 
ECS supports a variety of administrable attendant timers for use in a variety of situations.
Privacy — Attendant Lockout
Prevents an Attendant from re-entering a multiple-party connection held on the console 
unless recalled by a telephone user. This feature is administered on a system-wide basis. 
It is either activated or not activated.
Intrusion (Call Offer)
Allows an Attendant to enter an existing call to inform the person being called about a 
message or another call. 
Release Loop Operation
Allows the Attendant to hold a call at the console if the call cannot immediately go through 
to the person being called. A timed reminder begins once the call is on hold. If the call is 
not answered within the allotted time, the call returns to the queue for the Attendant. 
Timed reminders attempt to return the call to the Attendant who previously handled it. 
Only when the original Attendant is unavailable are calls returned to the queue.
Attendant Vectoring
Provides you with the flexibility to manage Attendant group voice calls. When this feature 
is turned on, you will be able to program how you want your Attendant group calls 
processed. Attendant vectoring can be used by itself or in combination with QSIG 
Centralized Attendant Service.
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							Attendant (Operator) Features 
44 Attendant Features 
DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
Serial Calling
Enables an Attendant to transfer trunk calls that return to the same Attendant after the 
called party hangs up. The returned call can then transfer to another station within the 
switch. This feature is useful if trunks are scarce and Direct Inward Dialing services are 
unavailable. An outside caller may have to redial often to get through because trunks are 
so busy. Once callers get through to an Attendant they can use the same line into the 
switch for multiple calls. The Attendant’s display shows if an incoming call is a serial call. 
Conference
Allows an Attendant to set up a conference call for as many as six conferees, including 
the Attendant. Conferences from inside and outside the system can be added to the 
conference call.
Making Calls
Auto Start and Don’t Split
Auto Start allows the Attendant to make a telephone call without pushing the start button 
first. If the Attendant is on an active call and presses digits on the keypad, the system 
automatically splits the call and begins dialing the second call. The Don’t Split feature 
deactivates the Auto Start feature and allows the sending of touch tones over the line for 
the purposes of such things as picking up messages.
Auto-Manual Splitting
Allows an Attendant to announce a call or consult privately with the called party without 
being heard by the calling party on the call. It splits the calling party away so the 
Attendant can confidentially determine if the called party can accept the call.
Direct Trunk Group Selection
Allows the Attendant direct access to an idle outgoing trunk by pressing the button 
assigned to the trunk group. This feature eliminates the need for the Attendant to 
memorize, or look up, and dial the trunk access codes associated with frequently used 
trunk groups. Pressing a labelled button selects an idle trunk in the desired group.
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							DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
Attendant (Operator) Features 
45 Attendant Features 
Accessing the Attendant
Recall
Allows users to recall the Attendant when they are on a two-party call or on an Attendant 
Conference call held on the console. Single-line users press the Recall button or flash the 
switchhook to recall the Attendant. Multi-appearance users press the Conference or 
Transfer button to recall the Attendant and remain on the connection when either button is 
used.
Emergency Access to the Attendant
Provides for emergency calls to be placed to an Attendant. These calls can be placed 
automatically by the system or can be dialed by system users. Emergency access calls 
will generally receive priority handling by the Attendant.
Dial Access to Attendant
Allows you to reach an Attendant by dialing an access code. The Attendant can then 
extend the call to a trunk or to another telephone.
Individual Attendant Access
Allows you to call a specific attendant console. Each attendant console can be assigned 
an individual extension number.
Monitoring Calls
Trunk Identification By Attendant
Allows an Attendant or display-equipped telephone user to identify a specific trunk being 
used on a call. This capability is provided by assigning a Trunk ID button to the attendant 
console or telephone. This feature is particularly helpful for identifying a faulty trunk. That 
trunk can then be removed from service and the problem quickly corrected.
Crisis Alert
Visibly and audibly alerts Attendants when an emergency call is placed. The feature 
indicates from where an emergency call is made, which allows the Attendant to direct 
emergency-service response to the caller. Though often used in the hospitality industry, it 
can be set up to work with any standard attendant console.
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							Attendant (Operator) Features 
46 Attendant Features 
DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
Audible alerting sounds like an ambulance siren. Visual alerting consists of flashing of the 
crisis-alert button lamp and display of the caller name and extension. When crisis alerting 
is active, the console is placed in position-busy mode so that no other incoming calls 
interfere with the emergency call. The console can still originate calls. The Attendant 
must press the position-busy button to unbusy the console and the crisis-alert button to 
deactivate audible and visual alerting.
Trunk Group Access
Allows an Attendant to control trunk groups and prevents telephone users from directly 
accessing a controlled trunk group. This allows the Attendant to monitor the use of these 
trunk groups. By watching the lamps associated with the trunk groups, the Attendant can 
determine if the number of busy trunks in a specific trunk group has reached a preset 
warning level and if all trunks in a specific trunk group are busy. The Attendant can then 
handle other calls to these trunk groups accordingly.
Direct Extension Selection With Busy Lamp Field
Allows the Attendant to keep track of extension status — whether the extension is idle or 
busy — and to place or extend calls to extension numbers without having to dial the 
extension number. The Attendant can use this feature in two ways: using standard Direct 
Extension Selection access, or using enhanced Direct Extension Selection access. 
Trunk Group Busy/Warning Indicators to 
Attendant
Provides the Attendant with a visual indication that the number of busy trunks in a group 
has reached an administered level. A visual indication is also provided when all trunks in 
a group are busy. This feature is particularly helpful to show the Attendant that the 
Attendant Control of Trunk Group Access feature needs to be invoked.
Room Status (Hospitality Industry)
Allows an Attendant to see whether a room is vacant or occupied and the housekeeping 
status of each room. This feature is only available when you have Enhanced Hospitality 
enabled for your system. This feature combines the property management capabilities of 
Check-In/Check-Out and Housekeeping Status but does not require that you have a 
Property Management System.
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							DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
Attendant (Operator) Features 
47 Attendant Features 
Attendant Direct Trunk Group Selection
Allows the Attendant direct access to an idle outgoing trunk by pressing the button 
assigned to the trunk group. This feature eliminates the need for the Attendant to 
memorize, or look up, and dial the trunk access codes associated with frequently used 
trunk groups. Pressing a labelled button selects an idle trunk in the desired group.
Centralized Attendant Service
Enables Attendant services in a private network to be concentrated at a central location. 
Each branch in a Centralized Attendant Service has its own listed directory number or 
other type of access from the public network. Incoming calls to the branch, as well as 
calls made by users directly to the Attendants, are routed to the centralized Attendants 
over Release Link Trunks.
Attendant with DCS
Control of Trunk Group Access
Allows an Attendant at any node in the Distributed Communication System (DCS) to take 
control of any outgoing trunk group at an adjacent node. This is helpful when an 
Attendant wants to prevent telephone users from calling out on a specific trunk group for 
any number of reasons, such as reserving a trunk group for incoming calls or for a very 
important outgoing call.
Direct Trunk Group Selection
Allows the Attendant direct access to an idle outgoing trunk in a local or remote trunk 
group by pressing the button assigned to that trunk group. This feature eliminates the 
need for the Attendant to memorize, or look up, and dial the trunk access codes 
associated with frequently used trunk groups. Direct Trunk Group Selection is intended to 
expedite the handling of an outgoing call by the Attendant.  
Display
Shows call-related information that helps the Attendant to operate the console. Also 
shows personal service and message information. Information is shown on the 
alphanumeric display on the Attendant console. Attendants may select one of several 
available display message languages: English, French, Italian, or Spanish. In addition, 
your company may define one additional language for use by users and Attendants on 
their display.
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							Attendant (Operator) Features 
48 Attendant Features 
DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
Inter-PBX Attendant Calls
Allows Attendants for multiple branches to be concentrated at a main location. Incoming 
trunk calls to the branch, as well as Attendant-seeking voice-terminal calls, route over tie 
trunks to the main location.
DCS With Reroute
A sophisticated DCS rerouting capability for optimizing trunks. When you transfer out of 
your AUDIX voice messaging system, for example, DEFINITY ECS sets up a new path 
that optimizes system resources. Similar to the rerouting capabilities used with Q-SIG.
Enhanced DCS
Enhanced DCS adds features to the existing DCS capabilities and requires the use of 
Italian TGU/TGE tie trunks. Additional features include:
nExchanging information to provide Class of Restriction (COR) checking between 
switches in the EDCS network
nProviding call-progress information for the Attendant
nAllowing Attendant intrusion between a main and a satellite PBX
nAllowing a main PBX to provide DID/CO intercept treatment rather than the satellite 
PBX
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							DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
Computer-Related Calling Features 
49 Data Modules 
4 —Computer-Related Calling 
Features
Data Modules
Data modules connect DEFINITY ECS with other communications equipment, changing 
protocol, connections, and timing as necessary.
DEFINITY ECS supports the following types of data module:
nHigh Speed Links
nData stands
nModular-processor data module
n7000-series data modules
nModular-trunk data module
nAsynchronous Data Unit
nAsynchronous Data Module (for ISDN-Basic Rate Interface telephones)
nTerminal adapters
All of these data modules support industry standards and include options for setting the 
operating profile to match that of the data equipment. 
Modem Pooling
Enables switched connections between digital data endpoints (data modules) and analog 
data endpoints and acoustic coupled modems. Data transmission between a digital data 
endpoint and an analog endpoint requires a conversion since the 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. The Modem Pooling 
feature provides a set of modems for such conversions.
DEFINITY ECS modem pools are assigned into modem pool groups. A group can have 
up to 32 modems, called “members.” DEFINITY ECS can have as many as 63 modem 
pool groups.  See Figure 9.
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							Computer-Related Calling Features 
50 Modem Pooling 
DEFINITY Enterprise Communications Server Release 8.2
Overview  555-233-002  Issue 1
April 2000
Figure 9. DEFINITY ECS Modem Pooling1 DEFINITY ECS 7 Integrated Pooled Modem
2 Asynchronous Terminal 8 Data Line Port
3 Digital Port 9 Analog Port
4 Analog Trunk 10 7400A
5 Modem 11 Digital Communications Protocol
6 Remote Application 12 Analog
13 EIA Standard
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