Lucent Technologies DEFINITY Enterprise Communications Server Release 8 Guide To ACD Call Centers

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Recorded Announcements 
A-3 Recorded Announcement Types 
A
Recorded Announcement Types
The DEFINITY supports several recorded announcement types. Each support 
announcement type is described below.
Analog Line
If you are using an analog line, then it is required that you use an external announcement 
machine for recorded announcements. The external announcement machine must be 
connected by an analog line port.
Analog
The analog announcement type provides an analog voice terminal interface via an analog 
line port for use with an announcement/audio source device that emulates analog voice 
terminals. The DEFINITY starts playback by applying ringing; the device indicates 
playback has stopped by going on-hook (opening the loop). The DEFINITY does not 
indicate to the device to stop playback. Use the analog type for announcements that play 
for a specific period and then go on-hook at the end. When the device goes on-hook to 
indicate that the playback ended, the caller listening to the announcement hears a click. 
(See ds1, aux-trk, or integrated types for alternative types).
Analog-m
Like the analog type, analog-m provides an analog line interface. However, ringing is not 
applied to start playback. Use this type for continuous playing music or audio sources. The 
device stays in an off-hook state when active and goes on-hook when it is not playing, is 
turned off, or is disconnected.
Analog-fd
Like the analog type, analog-fd provides an analog line interface and ringing starts the 
playback. However, a forward disconnect signal (open loop for about one-half second) is 
sent to the device to stop playback when there are no callers left to hear it. This type is 
used for a barge-in repeating announcement.
DS1
The DS1 types provide analog-like interfaces via DS1 line ports, which are called Line 
Side DS1 or Line Side T1. Each of these types indicate to the announcement, music, or 
audio-source device to start playback via the Line Side T1 equivalent of ringing. The DS1 
types also expect off-hook from the device to indicate that the playback is active and 
on-hook to indicate that the playback is not active. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Recorded Announcements 
A-4 Recorded Announcement Types 
A
The ds1-id and ds1-sa types provide a forward disconnect via transitions of the “A” 
signaling bit to the device, which indicates when playback should be stopped. Callers 
listening to announcements do not hear clicks when the device disconnects (goes 
on-hook).
ds1-id
The ds1-id announcement type provides an EIA/TIA foreign-exchange (FX) type DS1 
interface. The forward disconnect signal is a toggle of the “A” bit from 0 to 1 and then 
back to 0 after 600 msecs. This type is used for Conversant Line Side T1 ports when they 
are used as an analog-like announcement device and is the recommended method for 
interfacing.
ds1-sa
The ds1-sa announcement type provides an EIA/TIA special-access type DS1 interface. 
The forward disconnect signal is a toggle of the “A” bit from 1 to 0 and then back to 1 
after 600 msecs.
ds1-ops
The ds1-ops announcement type provides an EIA/TIA off-premises-station type DS1 
interface that is used when the device does not support forward disconnect.
Auxiliary Trunk
The Auxiliary Trunk announcement type requires an external announcement machine 
connected via a 4-wire auxiliary trunk interface, such as a 15A announcement system. The 
DEFINITY indicates to the device to start or stop the playback on the S lead; the device 
indicates that the playback is active on the S1 lead.
Integrated
The integrated announcement type is stored internally on the DEFINITY on an Integrated 
Announcement circuit pack (TN750). Each circuit pack has 18 ports that are available for 
playing announcements. This is the recommended source for VDN or Origin 
Announcements and other general announcement needs. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Recorded Announcements 
A-5 When to Use Recorded Announcements 
A
When to Use Recorded 
Announcements
The following list summarizes the most common instances of recorded announcement 
use:
nDID calls cannot be completed as dialed.
nIncoming private-network access calls cannot be completed as dialed.
nCalls enter a split or skill (first announcement).
nDDC, UCD, or direct-agent calls have been in queue for an assigned interval.
nACD and Call Vectoring calls have been in queue for an assigned interval.
nA call’s destination is a recorded-announcement extension.
nA call routes to a vector that contains an announcement step.
nAn announcement extension is specified as a coverage point.
nAn announcement is the incoming destination of a trunk group.
nVDN of Origin announcement.
nSecurity violation notification.
nThe Hospitality Automatic Wakeup feature is in use. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Recorded Announcements 
A-6 About Barge-in 
A
About Barge-in
Normally, the system connects multiple callers to the beginning of an announcement, 
regardless of announcement type. However, you can also administer auxiliary trunk 
announcements, DS1 announcements, and integrated announcement to allow callers to 
begin listening to an announcement after the system has begun playing its message. This 
capability is called “barge-in.”
What Happens When You Use Barge-in
When you administer “barge-in”, only one port plays the announcement at any one time. 
When the system routes a call to that announcement, the call immediately connects to the 
port and the caller hears the announcement as it is playing. Most administrators administer 
barge-in announcements to repeat continually while callers are connected to the port. In 
this way, the caller listens until the system plays the entire announcement.
What happens When you do not use barge-in
If an announcement port i available when a call arrives, the system connects the call to the 
announcement. 
If an announcement port is not available and the announcement is administered with “no” 
as the queue option, the call does not enter the queue for the announcement and the caller 
hears busy or other feedback, depending upon how the announcement was accessed. 
If an announcement port is not available and the announcement is administered with ‘yes” 
as the queue option, the call enters the announcement queue. When a port becomes 
available, the DEFINITY connects the calls waiting in the queue to the beginning of the 
announcement. The system first connects the call that has been waiting in queue the 
longest and then connects as many calls as it can. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Recorded Announcements 
A-7 Integrated Announcements and Announcements Recorded on External Devices 
A
Integrated Announcements and 
Announcements Recorded on 
External Devices
Recorded Announcement allows you to administer either integrated announcements or 
announcements recorded on external devices. The external devices connect to the switch 
via analog line circuit packs or auxiliary trunk interfaces, such as a TN2183 or a TN763.
The system stores an integrated announcement on a TN750 integrated-announcement 
circuit pack. The system can store multiple announcements on each circuit pack up to the 
system capacity. See the DEFINITY Enterprise Communications Server System 
Description Pocket Reference for capacity information.
Each Integrated Announcement circuit pack has 16 ports and can ply up to 16 
simultaneous announcements. The DEFINITY ECS can connect multiple users to each of 
these announcements.
Any announcement stored on a a circuit pack can play through any port on the circuit 
pack. Any announcement (not administered for barge-in) can play simultaneously through 
multiple ports. For instance, all 16 ports can play the same announcement at the same 
time.
You must set the Q field to y
 on the Announcements/Audio Sources form for each 
extension that you want to queue for Integrated Announcements. Calls to hear integrated 
announcements at extensions that have queue assigned only queue when all 16 ports (on 
the circuit pack that contains the announcement) are busy. The same queueing pool is used 
over all boards. The DEFINITY controls the announcement queue length for integrated 
announcements, but you must set the queue length for analog or aux-trunk 
announcements.
Single Integrated Announcement Boards
When your switch has one integrated announcement circuit pack, the circuit pack can be a 
TN750, a TN750B, or a TN750C.
You need to back up a TN750 or TN750B in the following situations:
nBefore someone removes a TN750 or TN750B from the switch
nBefore someone shuts down power to the switch.
TN750 and TN750B
In both situations, the system loses any announcements stored on the circuit pack. 
Therefore, you need to backup announcements stored on the TN750 or TN750B circuit 
packs to the Mass Storage System (MSS). When someone inserts or resets a circuit pack, 
or when someone powers up the system, the DEFINITY checks the circuit pack for 
announcements. If the system determines that there are no announcements on the circuit 
pack, then it automatically restores the announcements from the MSS. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Recorded Announcements 
A-8 Integrated Announcements and Announcements Recorded on External Devices 
A
!CAUTION:
The announcements from MSS that are automatically restored are the last 
announcement saved to MSS. If multiple circuit packs are used, MSS might not 
contain the announcement for the B or A circuit pack.
TN750C
The TN750C circuit pack has on-board FLASH memory backup, which substantially 
reduces the time required for power-up restore and eliminates the need for a manual save 
of the circuit pack contents.
The system retains announcements on the TN750C circuit packs, even when someone 
removes the circuit pack or when the system loses power. Therefore, the TN750C does not 
require the save and restore procedure. However, you can still use the save a nd restore 
procedure to copy the contents of a TN750C to another circuit pack.
Multiple Integrated Announcement Circuit 
Packs
Multiple integrated announcement circuit packs can be installed in the DEFINITY si and r 
packages. However, only one of these circuits can be a TN750 or a TN750B. Any 
additional circuit packs must be TN750C circuit packs.
!CAUTION:
Do not copy announcements from a TN750C to a TN750 or TN750B. This action 
may corrupt the announcement data.
Compression Rates
The system stores integrated announcements on a TN750 at a compression rate of 32 
Kbps. The system can store integrated announcements at one of three compression rates 
on the TN750B and TN750C circuit packs. You administer the compression rate 
separately for each announcement extension. In this way, the system can store 
announcements with different compression rates on the same circuit pack. During 
playback, the switch sets the port to the correct compression rate for the announcement 
that is playing.
nA 64-Kbps compression rate allows for 128 seconds of recorded announcement 
per circuit pack.
nA 32-Kbps compression rate allows for 256 seconds of recorded announcement 
per circuit pack. This is the default compression rate.
nA 16-Kbps compression rate allows for 512 seconds of recorded announcement 
per circuit pack. The 16-Kbps rate does not provide a high-quality recording. It is 
not recommended for customer announcements, but is adequate for VDN of Origin 
announcements. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Recorded Announcements 
A-9 Procedures for Recorded Announcements 
A
Procedures for Recorded 
Announcements
You can record, play back, or delete integrated announcements by initiating an 
announcement session. To do this, you must have console permissions assigned to your 
Class of Service (COS) for the internal station or Remote Access barrier code in order to 
initiate an announcement session.
Announcement sessions always use port 0 on the integrated announcement circuit pack. 
To begin an announcement session, the user must dial the administered feature access 
code (FAC) followed by the announcement extension. If an announcement session is 
already in progress, or if a save or restore command is in progress, then the user hears 
reorder tone (fast busy) and the system drops the call.
If port 0 is in use, then the user hears reorder tone followed by silence. This indicates that 
the port will be reserved for an announcement session. The user should redial the FAC and 
extension every 45 seconds to gain access to the port.
Once an end user accesses an announcement session, the user can dial 1
 to record an 
announcement, 2
 to play an announcement, or 3
 to delete an announcement. If the circuit 
pack memory is more than 90% full, then the DEFINITY gives stutter dial tone when the 
user gains access to an announcement session. Even if the user hears stutter tone, the user 
should begin speaking to record the announcement.
Record the Announcement
If the you dial 1, then the DEFINITY attempts to start a recording session. If an 
announcement already exists and is protected (designated as protect=y), then you will hear 
an intercept tone. If the announcement is currently being played to callers, then you will 
hear the reorder tone. If the DEFINITY is starting the recording session, then you will hear 
a record tone and can begin recording the announcement.
Stop Recording the Announcement
When the recording is complete, dial #
 from a hybrid or digital telephone or hang up from 
an analog telephone. If you are using an analog telephone to record announcements, then 
ending with a # puts the tone in the message. If you are using an analog telephone that is 
not connected via lineside T1 (DS1 type), then the system records a click when you hang 
up. With a hybrid or digital station, the # tones or a click will not be recorded. Ending the 
recording with a # returns you to the dial tone, allowing a playback, delete, or record over 
operation to be requested. After hanging up, you must redial the FAC plus announcement 
extension to start a new recording session, then you can record another announcement for 
this extension or rerecord the same announcement before 15 seconds by you must wait 15 
seconds to record a different announcement. If the circuit pack memory becomes full 
during recording, you will hear a reorder tone, the system will drop you, and the 
announcement is not retained. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Recorded Announcements 
A-10 Recorded Announcements, the ACD, and Other Call Center Features 
A
Play Back the Announcement
After you have completed a recording and hung up, do not immediately dial the extension. 
The announcement just recorded remains busy for approximately 15 seconds. The 
announcement just recorded can be played back by dialing the FAC plus the 
announcement extension, the 2
 before the 15 second timer expires.
Upon completion of the recording session (drop), the DEFINITY sets a 15-second timer. 
During this interval, the system restricts you to one of two tasks: to listen to the 
announcement just recorded or to record another announcement.
If you want to listen to the announcement before it is available to others, then dial the 
FAC, the extension, and 2. The announcement plays and then generates dial tone. You can 
then perform another operation, such as record a message.
Delete the Announcement
If you dial the FAC, the extension, and then 3, then the DEFINITY deletes the 
announcement and you hear a confirmation tone. If the announcement is protected or is 
currently being played, then the system does not delete the announcement an you will hear 
a reorder tone.
Recorded Announcements, the ACD, 
and Other Call Center Features
Recorded announcements are used extensively for ACD, Call Vectoring, Call Prompting, 
Expert Agent Selection, VDN of Origin Announcement, Direct Department Calling, and 
UCD features. See the individual features for interaction details.
Recorded Announcements and 
Automatic Wakeup
Recorded announcements allow Automatic Wakeup to use the built-in TN750B or later 
announcement circuit pack in place of the Audichron adjunct.
If you us an integrated, multiple integrated, or external type of announcement for 
Automatic Wakeup, then you can also administer the announcement to repeat and to allow 
barge-in as a queue type. The benefit of repeating announcements and barge-in queues is 
that you do not need to a separate port for each wakeup announcement. When guests go 
off-hook to receive an announcement at a particular time, they use only one port and the 
message repeats on the port until the last guest goes off-hook and the message ends. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
GL-1
Glossary and Abbreviations 
 
GL
Glossary and Abbreviations
Numerics
3B2 Message Server
A software application that combines voice and data messaging services for voice-terminal users whose 
extensions are connected to a system.
800 service
A service in the United States that allows incoming calls from certain areas to an assigned number for a 
flat-rate charge based on usage.
A
AA
Archangel. See angel
.
AAC
ATM access concentrator
AAR
See Automatic Alternate Routing (AAR)
.
abandoned call
An incoming call in which the caller hangs up before the call is answered.
Abbreviated Dialing (AD)
A feature that allows callers to place calls by dialing just one or two digits.
AC
1. Alternating current.
2. See Administered Connection (AC)
.
AAR
Automatic Alternate Routing
ACA
See Automatic Circuit Assurance (ACA)
.
ACB
See Automatic Callback (ACB)
.
ACD
See Automatic Call Distribution (ACD)
.
ACD agent
See agent
.
ACU
See Automatic calling unit (ACU)
ACW
See after-call work (ACW) mode
. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
Glossary and Abbreviations 
GL-2  
access code
A 1-, 2-, or 3-digit dial code used to activate or cancel a feature, or access an outgoing trunk.
access endpoint
Either a nonsignaling channel on a DS1 interface or a nonsignaling port on an analog tie-trunk circuit pack 
that is assigned a unique extension.
access tie trunk
A trunk that connects a main communications system with a tandem communications system in an electronic 
tandem network (ETN). An access tie trunk can also be used to connect a system or tandem to a serving office 
or service node. Also called access trunk.
access trunk
See access tie trunk
.
ACCUNET
A trademarked name for a family of digital services offered by AT&T in the United States.
ACD
See Automatic Call Distribution (ACD)
. ACD also refers to a work state in which an agent is on an ACD call.
ACD work mode
See work mode
.
active-notification association
A link that is initiated by an adjunct, allowing it to receive event reports for a specific switch entity, such as an 
outgoing call.
active-notification call
A call for which event reports are sent over an active-notification association (communication channel) to the 
adjunct. Sometimes referred to as a monitored call.
active notification domain
VDN or ACD split extension for which event notification has been requested.
ACU
See Automatic calling unit (ACU)
.
AD
See Abbreviated Dialing (AD)
.
ADAP
AUDIX Data Acquisition Package
ADC
See analog-to-digital converter (ADC)
.
adjunct
A processor that does one or more tasks for another processor and that is optional in the configuration of the 
other processor. See also application
.
adjunct-control association
A relationship initiated by an application via Third Party Make Call, the Third Party Take Control, or Domain 
(Station) Control capabilities to set up calls and control calls already in progress.
adjunct-controlled call
Call that can be controlled using an adjunct-control association. Call must have been originated via Third 
Party Make Call or Domain (Station) Control capabilities or must have been taken control of via Third Party 
Take Control or Domain (Station) Control capabilities.