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Lucent Technologies DEFINITY Enterprise Communications Server Release 8.3 Instructions Manual
Lucent Technologies DEFINITY Enterprise Communications Server Release 8.3 Instructions Manual
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DEFINITY® Enterprise Communications Server Release 8.3 What’s New: Network Call Redirection 555-233-759 Comcode 108725649 Issue 1 July 2000
Copyright Ó 2000, Lucent Technologies All Rights Reserved, Printed in U.S.A. Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Lucent Technologies Web Page The world wide web home page for Lucent Technologies is: http://www.lucent.com Preventing Toll Fraud “Toll fraud” is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or working on your company’s behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. Lucent Technologies Fraud Intervention If you suspect you are being victimized by toll fraud and you need technical sup- port or assistance, call the appropriate BCS National Customer Care Center tele- phone number. Users of the MERLIN®, PARTNER®, and System 25 products should call 1 800 628-2888. Users of the System 75, System 85, DEFINITY® Generic 1, 2 and 3, and DEFINITY® ECS products should call 1 800 643-2353. Providing Telecommunications Security Telecommunications security (of voice, data, and/or video communications) is the prevention of any type of intrusion to (that is, either unauthorized or malicious access to or use of your company’s telecommunications equipment) by some party. Your company’s “telecommunications equipment” includes both this Lucent prod- uct and any other voice/data/video equipment that could be accessed via this Lucent product (that is, “networked equipment”). An “outside party” is anyone who is not a corporate employee, agent, subcontrac- tor, or working on your company’s behalf. Whereas, a “malicious party” is anyone (including someone who may be otherwise authorized) who accesses your telecom- munications equipment with either malicious or mischievous intent. Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or asynchronous (character-, message-, or packet-based) equipment or interfaces for reasons of: • Utilization (of capabilities special to the accessed equipment) • Theft (such as, of intellectual property, financial assets, or toll-facility access) • Eavesdropping (privacy invasions to humans) • Mischief (troubling, but apparently innocuous, tampering) • Harm (such as harmful tampering, data loss or alteration, regardless of motive or intent) Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your company (including, but not limited to, human/data privacy, intellectual property, material assets, financial resources, labor costs, and/or legal costs). Your Responsibility for Your Company’s Telecommunications Security The final responsibility for securing both this system and its networked equipment rests with you – a Lucent customer’s system administrator, your telecommunica- tions peers, and your managers. Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources including but not lim- ited to: • Installation documents • System administration documents • Security documents • Hardware-/software-based security tools • Shared information between you and your peers • Telecommunications security experts To prevent intrusions to your telecommunications equipment, you and your peers should carefully program and configure your: • Lucent-provided telecommunications systems and their interfaces • Lucent-provided software applications, as well as their underlying hard- ware/software platforms and interfaces • Any other equipment networked to your Lucent products Lucent Technologies does not warrant that this product or any of its networked equipment is either immune from or will prevent either unauthorized or malicious intrusions. Lucent Technologies will not be responsible for any charges, losses, or damages that result from such intrusions.Federal Communications Commission Statement Part 15: Class A Statement. This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interfer- ence when the equipment is operated in a commercial environment. This equip- ment generates, uses, and can radiate radio-frequency energy and, if not installed and used in accordance with the instructions, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference, in which case the user will be required to correct the interference at his own expense. Tr a d e m a r k s • DEFINITY is a registered trademark of Lucent Technologies. • CentreVu is a registered trademark of Lucent Technologies. • CONVERSANT is a registered trademark of Lucent Technologies. • Informix is a registered trademark of Informix Software, Inc. • Intel is a registered trademark of Intel. • Microsoft, MS, MS-DOS, Windows, Windows 95, Windows NT, and Access are registered trademarks of Microsoft Corporation. • MCI is a registered trademark of MCI WorldCom. • OpenLink is a trademark of OpenLink Software. • Crystal Reports is a trademark of SeaGate Software. • Solaris is a trademark of Sun Microsystems, Inc. • SPARC trademarks, including the SCD compliant logo, are trademarks or registered trademarks of SPARC International, Inc. SPARCstation, SPARC- server, SPARCengine, SPARCworks, and SPARCompiler are licensed exclusively to Sun Microsystems, Inc. Products bearing SPARC trademarks are based upon an architecture developed by Sun Microsystems, Inc. • Sun and Sun Microsystems are trademarks or registered trademarks of Sun Microsystems, Inc. • Ultra Enterprise 3000 and Ultra 5 are trademarks of Sun Microsystems, Inc. • UNIX is a registered trademark in the United States and other countries, licensed exclusively through X/Open Company Limited. • All other products mentioned herein are the trademarks of their respective owners. Ordering Information Call: Lucent Technologies BCS Publications Center Voice 1 800 457-1235 or International Voice +1 317 322-6791 Fax 1 800 457-1764 International Fax +1 317 322-6699 Write: Lucent Technologies BCS Publications Center 2855 N. Franklin Road Indianapolis, IN 46219 USA You can be placed on a standing order list for this and other documents you may need. For more information on standing orders, or to be put on a list to receive future issues of this document, contact the Lucent Technologies Publications Cen- ter. Obtaining Products To learn more about Lucent Technologies products and to order products, contact Lucent Direct, the direct-market organization of Lucent Technologies Business Communications Systems. Access their web site at www.lucentdirect.com. Or call the following numbers: customers 1 800 451 2100, account executives 1 888 778 1880 (voice) or 1 888 778 1881 (fax). European Union Declaration of Conformity The “CE” mark affixed to the equipment means that it conforms to the above direc- tives. Lucent Technologies Business Communications Systems declares that equip- ment specified in this document conforms to the referenced European Union (EU) Directives and Harmonized Standards listed below: EMC Directive89/336/EEC Low-Voltage Directive73/23/EEC Comments To comment on this document, return the comment card at the front of the docu- ment. Acknowledgment This document was prepared by the Product Documentation Development, Lucent Technologies, Denver, CO.
How Are We Doing? Document Title:DEFINITY® Enterprise Communications System (ECS) Release 8.3 What’s New: Network Call Redirection Document No.: 555-233-759 Issue 1 Date: July 2000 Lucent Technologies welcomes your feedback on this document. Your comments are of great value in helping us to improve our documentation. 1. Please rate the effectiveness of this document in the following areas: 2. Please check the ways you feel we could improve this document: r Improve the overview/introductionr Make it more concise/brief r Improve the table of contentsr Add more step-by-step procedures/tutorials r Improve the organizationr Add more troubleshooting information r Include more figuresr Make it less technical r Add more examplesr Add more/better quick reference aids r Add more detailr Improve the index Please provide details for the suggested improvement. __________________________________ ____________________________________________________________________________ 3. What did you like most about this document? ____________________________________________________________________________ ____________________________________________________________________________ 4. Feel free to write any comments below or on an attached sheet. ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ If we may contact you concerning your comments, please complete the following: Name: _______________________________ Telephone Number: (_____)__________________ Company/Organization: _____________________________ Date: ________________________ When you have completed this form, please fax it to 303-538-1741.Excellent Good Fair Poor Not Applicable Ease of Use /////////////////////// Clarity /////////////////////// Completeness /////////////////////// Accuracy /////////////////////// Organization /////////////////////// Appearance /////////////////////// Examples /////////////////////// Illustration Overall Satisfaction ///////////////////////
iii Table of Contents DEFINITY® Enterprise Communications Server Release 8.3 What’s New: Network Call Redirection General Information. . . . . . . . . . . . . . . . . . . . . . 1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . 1 Audience . . . . . . . . . . . . . . . . . . . . . . . . . 1 Before you start: Platform . . . . . . . . . . . . . . . . . . 2 Compliance . . . . . . . . . . . . . . . . . . . . . . . . 3 Trunking considerations . . . . . . . . . . . . . . . . . . . 3 Interactions with other call center features . . . . . . . . . . . . 4 CMS database changes . . . . . . . . . . . . . . . . . . . 5 What is Network Call Redirection? . . . . . . . . . . . . . . . . 6 Overview . . . . . . . . . . . . . . . . . . . . . . . . . 6 Network Call Transfer . . . . . . . . . . . . . . . . . . . . 6 Network Call Deflection . . . . . . . . . . . . . . . . . . . 6 Important . . . . . . . . . . . . . . . . . . . . . . . . . 7 Implementation . . . . . . . . . . . . . . . . . . . . . . . 8 Before you start: Platform . . . . . . . . . . . . . . . . . . 8 NCR activation using DEFINITY ECS Call Vectoring . . . . . . . . 9 NCR and ASAI. . . . . . . . . . . . . . . . . . . . . . . 11 Station Call Transfer/ Conference . . . . . . . . . . . . . . . 11 Administration . . . . . . . . . . . . . . . . . . . . . . . . 12 Overview . . . . . . . . . . . . . . . . . . . . . . . . . 12 NCR activation by BSR vector call processing . . . . . . . . . . 12 Network Call Transfer . . . . . . . . . . . . . . . . . . . . 13 Sample Vectors . . . . . . . . . . . . . . . . . . . . . . 14 DEFINITY administration overview . . . . . . . . . . . . . . . 15 Trunk Group form . . . . . . . . . . . . . . . . . . . . . 16 Signaling Group form . . . . . . . . . . . . . . . . . . . . 19 Best Service Routing Application form . . . . . . . . . . . . . 20 Call Vector form . . . . . . . . . . . . . . . . . . . . . . 21 Troubleshooting and Things to Know . . . . . . . . . . . . . . . 22 Overview . . . . . . . . . . . . . . . . . . . . . . . . . 22 Troubleshooting . . . . . . . . . . . . . . . . . . . . . . 22 NCR troubleshooting . . . . . . . . . . . . . . . . . . . . 23 Things to know . . . . . . . . . . . . . . . . . . . . . . 24 Feature Interactions . . . . . . . . . . . . . . . . . . . . . 25 Best Service Routing . . . . . . . . . . . . . . . . . . . . 25 Attendant Vectoring . . . . . . . . . . . . . . . . . . . . . 25 ASAI Drop Event . . . . . . . . . . . . . . . . . . . . . . 25 ASAI Third-Party Merge/Call Transfer . . . . . . . . . . . . . . 25
What’s New: Network Call Redirection 1 What’s New: Network Call Redirection General Information0 Overview0Today, call center customers are looking for many ways to reduce their costs. One of these ways is to employ Virtual Private Networks (VPNs) to eliminate as much private network cost as possible. These cost reductions are particularly valuable in enterprises or multi-site call-center environments and especially to Enterprise call centers where network costs are typically high. Network Call Redirection (NCR) offers a call redirection method between sites on a public network or a Public Switched Telephone Network (PSTN) Virtual Private Network, to help reduce trunking costs. Audience0This document is intended for external customers, and for Lucent internal audiences. External customers include DEFINITY® administrators and Call Management System (CMS) administrators. In this document 0 This document contains information on the following topics: •Feature description •Feature administration •Troubleshooting and things to know
General Information 2 DEFINITY® ECS R8.3 What’s New: Network Call Redirection Before you start: Platform 0 Network Call Redirection is a new DEFINITY ECS feature available starting with the Release 8.3 ECS. Full administration support of the feature is provided with the DEFINITY ECS R8.3 SAT. In addition, route-to-number support for ~r vector administration will be added with Release 3 Version 9 CentreVu® CMS and CentreVu Visual Vectors Version 9.0, scheduled for release in 2001. Existing R3V6 or later CMS and Visual Vectors administration support for BSR will support NCR. NCR is not supported on Category B switches - DEFINITY BCS and GuestWorks. NCR may only be activated for incoming ISDN trunk calls where the associated trunk group has been enabled by the public network service provider to use Network Call Transfer or Network Call Deflection features. Additionally, incoming ISDN calls can be redirected using NCT only over ISDN two-way trunks that are in the same trunk group with the same signaling group. NCR uses the DEFINITY Best Service Routing feature’s queue-to- best vector step, which is the best approach for implementation. See the DEFINITY Enterprise Communications Server Call Vectoring/Expert Agent Selection Guide, 585-230-521 for complete information on BSR. Important0Network Call Transfer (NCT) works with only the MCI® DMS250 network switches as of June 12, 2000. NCT is not offered on MCI DEX600 switches. Until NCR has been tested on specific PSTNs, performance is not guaranteed. To verify operability, contact your CRM Regional Offer Manager.
General Information What’s New: Network Call Redirection 3 Compliance0DEFINITY R8.3 Network Call Deflection support is compliant with ETSI Supplementary Services Network Call Deflection ETS 300 207-1 (partial call rerouting in the public network). Network Call Transfer is compliant with ANSI Explicit Network Call Transfer T1.643 (1995). In the United States, NCR (specifically Network Call Transfer) is currently only supported by MCI®*WorldCom (only using the DMS-250 network switches). Outside of the United States, there are several carriers supporting NCR (specifically Network Call Deflection). These carriers include Deutsche Telekom in Germany and British Telecom in Britain, as well as carriers in France and Belgium. Other carriers and countries are expected to add support in the near future. Important0The compliance requirements are needed to negotiate service with your PSTN. Trunking considerations 0 The network requires that NCT be invoked over the same signaling group as is used by the incoming call. This must be the same D-channel with associated signaling, or it can be the associated D-channel with Non- Facility Associated Signaling (NFAS). With vector-invoked NCT (BSR or route-to-number), the second leg of the call is placed over an idle trunk in the same trunk group as the incoming call to ensure that invocation of NCT is done over the same signaling group. Therefore, vectoring activation of NCT requires that the trunk group be a two-way trunk group. Usage Allocation is used to reserve two trunks in the two-way trunk group. Using the DEFINITY isdn network facilities screen, assign an incoming NSF (type 2) and use Usage Allocation to prevent incoming calls from using more than N-x trunks where N is the number of trunks in the group and x is the number to be reserved. With station, ACD agent, or CTI-initiated conference/transfer, if the second leg of the call is set up over an outgoing trunk with the same signaling group as the incoming call, then NCT can be invoked when the transfer is requested. If an outgoing trunk group is assigned to the same signaling group as the incoming trunk group and that outgoing trunk is selected by the outgoing call (using ARS) placed by the user/CTI application for transfer, then a two-way trunk group is not required. *MCI is a registered trademark of MCI WorldCom.
General Information 4 DEFINITY® ECS R8.3 What’s New: Network Call Redirection Interactions with other call center features 0 NCR interacts with or affects the following DEFINITY components: •station transfer by DCP set Transfer button/hangup or switch hook flash transfer by hangup •station transfer by DCP set Conference button, in which the conferencing (middle) party connects the two calls and then hangs up •ASAI third-party call transfer •ISDN trunk administration •Attendant Vectoring •Call Vectoring and Best Service Routing (BSR) CMS, Visual Vectors, and CentreVu Supervisor 0 Currently, the ~r vector step cannot be administered with CMS. Beginning with R3V9 CMS and Release 9 Visual Vectors, the ~r vector step can be administered using those products. CMS Reporting and/or administration on public network calls that have been rerouted to another public network endpoint using NCR will be provided by the following Lucent products: •Release 3 Version 6 (R3V6) CentreVu CMS or later (reporting), administration of ~r with R3V9 •Release 6 CentreVu Supervisor or later (reporting) •CentreVu Visual Vectors Version 1.0 or later (administration, BSR vector support) •CentreVu Network Reporting Version 8 or later (reporting) Reporting of calls that have been rerouted to another public switched telephone network (PSTN) endpoint by NCR will be available on the following products when used with a DEFINITY ECS R8.3 or later: •Release 3 Version 6 (R3V6) CentreVu CMS •Release 9 CentreVu Supervisor ISDN calls that are rerouted by NCR to multiple DEFINITY ECS sites will be tracked by CentreVu Explorer Version 1.0 or later when used with R3V6 or later CMS by using the Universal Call ID (UCID) information that is part of the User-to-User Information for ISDN calls rerouted by NCR.