Lucent Technologies DEFINITY PC Console Release 2.5 Users Manual

							555-233-739    
Issue 2.5   October 1999  iDEFINITY®
 PC Console Release 2.5
User’s Manual 
						

							About This Documentii   Issue 2.5   October 1999 Copyright Ó
 1999, Lucent Technologies
All Rights Reserved
Printed in USA
Notice.  While reasonable efforts were made to
ensure that the information in this book was
complete and accurate at the time of printing,
Lucent Technologies can assume no responsibility
for any errors.  Changes and corrections to the
information contained in this document may be
incorporated into future reissues.
Your Responsibility for Your System’s Security.
Toll fraud is the unauthorized use of your
telecommunications system by an unauthorized
party, for example, persons other than your
company’s employees, agents, subcontractors, or
persons working on your company’s behalf.  Note
that there may be a risk of toll fraud associated with
your telecommunications system and, if toll fraud
occurs, it can result in substantial additional
charges for your telecommunications services.
You and your system manager are responsible for
the security of your system, such as programming
and configuring your equipment to prevent
unauthorized use.  The system manager is also
responsible for reading all installation, instruction,
and system administration documents provided with
this product in order to fully understand the features
that can introduce risk of toll fraud and the steps
that can be taken to reduce that risk.  Lucent
Technologies does not warrant that this product is
immune from or will prevent unauthorized use of
common-carrier telecommunication services or
facilities accessed through or connected to it.
Lucent Technologies will not be responsible for any
charges that result from such unauthorized use.
Lucent Technologies Fraud Intervention.  If you
suspect that you are being victimized by toll fraud
and you need technical support or assistance and
are within the United States, call the Technical
Service Center Toll Fraud Intervention Hotline at
1 800 643-2353.  If you need technical support or
assistance and are outside of the United States,
contact the International Technical Assistance
Center (ITAC) at US code 303 804-3777.
Warranty.  Lucent Technologies provides a limited
warranty on this product.  Refer to the “Limited Use
Software License Agreement” card provided with
your package.Trademarks.  DEFINITY, PassageWay , and
CallMaster are registered trademarks of Lucent
Technologies.  Prologix is a trademark of Lucent
Technologies.  Microsoft, MS-DOS, and Microsoft
Access are registered trademarks of Microsoft
Corporation.  Windows and Windows NT are
trademarks of Microsoft Corporation.  Pentium is a
registered trademark of Intel Corporation.
PhoneLine is a registered trademark of CCOM
Information Systems.  MDAccess and
MasterDirectory are trademarks of CCOM
Information Systems.  MDAccess™ is copyrighted
by CCOM Information Systems.  All rights reserved.
Federal Communication Commission (FCC)
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 interference when the equipment is
operated in a commercial environment.  This
equipment generates, uses, and can radiate radio
frequency energy and, if not installed and used in
accordance with the instruction manual, 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.
Acknowledgment.  This document was prepared
by the Product Documentation Development group,
Lucent Technologies, Holmdel, NJ 07733-3030. 
						

							About This DocumentIssue 2.5   October 1999   iii1   Installation1-1
Before You Begin1-1
n Contents of the Package1-1
n Hardware and Software Requirements for the Personal
Computer1-1
n Additional Hardware Required1-2
  Installation1-4
n Administering PC Console, at the Switch, as an Attendant
Console1-4
n Assessing Your Hardware Components1-6
n Connecting the PC to the Telephone1-8
n Connecting the PC/Telephone Configuration to the Power
Source1-14
n Installing the PC Console Software1-18
n Administering the PC Console Software1-20
n Administering the PhoneLine MasterDirectory Software1-23
n Confirming the Operation of Your Telephone1-24
 2   Understanding PC Console2-1
  Welcome2-1
  An Overview of PC Console2-1
n Sharing Information within PC Console2-2
n Personalizing Screens in PC Console2-2
n Navigating through the PC Console Screens2-2
n Help Information2-3
n Busy Lamp Field2-3
n Feature Buttons2-3
  Display Buttons2-4
n PC Directories2-4
n Call Handling Area2-5 
						

							About This Documentiv   Issue 2.5   October 1999  3   Console Administration3-1
  Overview3-1
  Accessing the Console Administration Area3-2
  Assigning Attendant Profiles and Passwords3-2
  Identifying Button Functions3-4
  Defining System Parameters3-11
  Creating Custom Languages3-16
  Exiting the Console Administration Area3-22
 4   Directory Administration4-1
  Overview4-1
  Using the PhoneLine MasterDirectory Software4-1
  Helpful Hints When Building Your Directories4-2
  Importing an Upload File — A Quick Overview4-4
 5   Console Operations5-1
  Operations Overview5-1
  Accessing and Exiting PC Console Operations5-2
  Call Handling5-3
n Answering a Call5-3
n Conferencing Multiple Parties Together on a Call5-5
n Holding a Call5-7
n Placing a Call5-8
n Releasing a Call5-12
n Splitting a Call5-12
n Transferring (Extending) a Call5-13
n Typing Notes About a Call5-19
  Searching and Updating a Directory5-20
n Accessing the PC Console Directory Functions5-20
n Searching for Information in a PC Console Directory5-21
n Placing a Call from a PC Console Directory5-21
n Changing the Information in a PC Console Directory5-22
n Exiting the PC Console Directory Functions5-23 
						

							About This DocumentIssue 2.5   October 1999   v  6   Switch Features6-1
  Abbreviated Dialing6-1
  Attendant Call Waiting6-2
  Attendant Conference6-3
  Attendant Control of Trunk Group Access6-3
  Attendant Direct Trunk Group Selection6-4
  Attendant Intrusion (Call Offer) (Generic 3r)6-5
n Interactions6-5
  Attendant Lockout6-6
  Attendant Override of Diversion Features (Generic 3r)6-6
  Attendant Priority Queue (Generic 3r)6-7
  Attendant Recall6-8
  Attendant Serial Call (Generic 3r)6-9
  Auto Hold (Generic 3r)6-10
  Auto Start and Don’t Split (Generic 3r)6-10
n Interactions6-12
  Automatic Alternate Routing and Automatic Route
Selection6-12
  Automatic Answer6-12
  Automatic Circuit Assurance6-12
  Busy Verification of Telephones and Trunks6-13
  Call Coverage6-13
n Consult6-15
n Coverage Callback6-16
  Call Detail Recording (CDR) Account Code Dialing6-16
  Call Forwarding All Calls6-17
  Call Park6-19
  Code Calling Access6-20
  Controlled Restrictions6-22
  Emergency Access to the Attendant6-24
  Facility Busy Indication6-25
  Facility Test Call6-26 
						

							About This Documentvi   Issue 2.5   October 1999  Individual Attendant Access6-26
  Integrated Directory6-27
  Inter-PBX Attendant Service (IAS)6-28
n Interactions6-28
  ISDN-PRI6-30
n Basic ISDN-PRI Call6-31
n Redirected ISDN-PRI Call6-32
  Leave Word Calling6-32
  Loudspeaker Paging Access6-34
  Loudspeaker Paging Access-Deluxe6-35
  Message Retrieval6-39
  Multiple Listed Directory Numbers6-40
  Network Access-Private6-41
  Network Access-Public6-41
  Night Service6-41
n Night Service Disconnect Timer6-42
  Serial Call (Generic 3r)6-42
  Straightforward Outward Completion6-43
  Through Dialing6-43
  Time-of-Day Routing6-43
n Clocked Manual Override Option6-43
n Immediate Manual Override Option6-45
  Timing6-46
n Alerting Timer (Generic 3)6-46
n No Answer Timer (Generic 3)6-47
n Return Call Timeout6-47
n Timed Reminder6-48
  Trunk Group Busy/Warning Indicators to Attendant6-49
  Trunk Identification6-49
  Trunk-to-Trunk Transfer6-49 
						

							About This DocumentIssue 2.5   October 1999   vii  7   Operating in a Distributed Communications System
Environment7-1
  Attendant Call Waiting7-1
  Attendant Control of Trunk Group Access7-1
  Attendant Display7-2
  Automatic Circuit Assurance7-2
  Busy Verification of Telephones and Trunks7-2
  Call Forwarding All Calls7-3
  Direct Trunk Group Selection7-3
  Trunk Group Busy/Warning Indicators7-3
 8   Operating in a Centralized Attendant Service
Environment8-1
  An Overview of the CAS Environment8-1
n Tones Associated with CAS Calls8-2
n Call Bar Display Information8-3
  Operating Procedures8-4
  CAS Backup Service8-8
  CAS Night Service Operations8-9 
						

							About This Documentviii   Issue 2.5   October 1999  9   Troubleshooting9-1
  Backup Procedures and Considerations9-1
  Troubleshooting PC Console Installation and Usage
Problems9-2
n Troubleshooting Problems with the Telephone or
PassageWay Adapter9-3
n Troubleshooting Error Messages9-5
n Troubleshooting General Usage Problems9-14
  Troubleshooting Switch Problems9-20
n Console Alarm Indicators9-20
n Alarm and Alarm Reported Indicators9-20
n Optional Alarm Lamps9-20
n The Features You Can Use to Troubleshoot Problems at the
Switch9-21
  Automatic Circuit Assurance (ACA)9-22
  Busy Verification of Telephones and Trunks9-22
  DCS Busy Verification of Telephones and Remote Trunks9-26
  Trunk Group Busy/Warning Indicators to Attendant9-31
  Trunk Identification9-31
  Recovering from a Power Failure9-32
  Recovering from a PC Failure9-33
  
						

							About This DocumentIssue 2.5   October 1999   ix   The Contents of This Document  This user’s manual contains all of the procedures and reference material you
may need to install, administer, operate, maintain, and troubleshoot PC Console
Release 2 in your unique environment.
n Chapter 1, “Installation,” describes the components included with
PC Console, outlines hardware/software requirements and configuration
options, and provides step-by-step procedures to successfully install
PC Console.
n Chapter 2, “Understanding PC Console,” provides an overview of
PC Console functions, and describes its individual features.
n Chapter 3, “Console Administration,” provides an overview and step-by-
step instructions to administer PC Console.  This includes identifying
approved users, defining their logins, passwords, and preferences
(including the interface language), and labeling the buttons that are
displayed on the PC Console screen.
n Chapter 4, “Directory Administration,” describes how PC Console uses the
database information you create via the PhoneLine®
 MasterDirectory™
software.
n Chapter 5, “Console Operations,” contains an overview of PC Console
operations, and the procedures most frequently used by the operator.
Here you will find the instructions to answer, place, hold, split, transfer,
conference, and release calls.  Also refer here for instructions to search
for any person listed in a PC Console directory.
n Chapter 6, “Switch Features,” describes the switch features most
commonly used by the PC Console operator.  These features are
presented alphabetically.
n Chapter 7, “Operating in a Distributed Communications System
Environment,” describes the Distributed Communications System (DCS)
features that can operate transparently in your environment.  A DCS
configuration consists of 2 to 20 private switches that are interconnected.
These switches may be in different geographical locations.  To certain
system features, however, the DCS configuration appears as a single
switch.  These features, and their usage, are listed alphabetically in this
chapter.
n Chapter 8, “Operating in a Centralized Attendant Service Environment,”
describes Centralized Attendant Service (CAS) features, and provides
instructions for handling CAS calls.  CAS is a feature of the switch that
allows a single attendant to handle calls for multiple switches and
locations simultaneously. 
						

							About This Documentx   Issue 2.5   October 1999n Chapter 9, “Troubleshooting,” contains procedures and techniques for
troubleshooting hardware- and software-related problems.  This chapter
also provides emergency recovery information, and outlines the
preventative steps you can take to ensure the integrity of your system.
n The Quick Reference Card contains summaries of the commands and
procedures you will use most frequently in the PC Console environment.
  A glossary is provided at the rear of this guide.
  How to Comment on This Document  To comment on this document, please return the comment card.
  Conventions Used in This Manual  The following conventions are used in this manual:
n The mouse or the keyboard can be used to accomplish most tasks in
PC Console.  Whenever possible, procedures apply to both the mouse
and the keyboard.
n Information in bold type characters, such as F8, represents a keyboard
option, button, or indicator on the PC Console screen.
n A keyboard equivalent is an alternative method of making a selection.
Pressing ALT and the underlined character of a selection allows you to
make that selection.  For example, pressing ALT-T from the PC Console
Operations screen allows you to select the Attendant drop down menu.  Security Issues  As a Lucent Technologies customer, you should be aware that there is an
increasing problem of telephone fraud.  Telephone toll fraud can occur in many
forms, despite the numerous efforts of telephone companies and telephone
equipment manufacturers to control it.  Some individuals use electronic devices
to prevent or falsify records of these calls.  Others charge calls to someone
else’s number by illegally using lost or stolen calling cards, billing innocent
parties, clipping onto someone else’s line, or breaking into someone else’s
telephone equipment physically or electronically.
  Today security problems are not just limited to toll fraud.  There have been
sharp increases in reported incidents of hackers: criminals skilled in
reprogramming computer systems, accessing telecommunications systems
through remote administration or maintenance ports.  These ports cannot be
used to place phone calls, but hackers can gain control over the setup of the
system.  Through these ports, hackers create security “holes” to allow
unauthorized calling — a serious form of electronic vandalism.