Lucent Technologies Definity Systems Little Instruction Book Basic Diagnostics

							DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
Glossary 
65  
C
call appearance
For the phone or attendant console, a button labeled with an extension and 
used to place outgoing calls, receive incoming calls, or hold calls. Lights 
next to the button show the status of the call appearance.
Call Detail Recording (CDR)
A feature that records call data.
Call Vectoring
A feature that allows users to provide flexible, customized call handling by 
writing a series of instructions in a simple programming language.
carrier
An enclosed shelf containing vertical slots that hold circuit packs.
centum call seconds (CCS)
CCS is a unit for measuring call traffic. One CCS equals 100 seconds. Call 
traffic for a facility, such as a hunt group or phone, is scanned every 100 
seconds. If the facility is busy, it is assumed to have been busy for the entire 
scan interval. There are 3600 seconds per hour, so a facility that is busy for 
an entire hour will be measured as being busy for 36 CCS.
central office (CO)
The location of phone switching equipment that provides local phone service 
and access to toll facilities for long-distance calling.
circuit
A channel or transmission path between two or more points.
Class of Restriction (COR)
A feature that defines call-origination and call-termination restrictions. 
						

							Glossary 
66  
DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
Class of Service (COS)
A feature that determines whether users can activate certain features.
coverage answer group
A group of phones that ring simultaneously when a call is redirected to it.
coverage path
The order in which calls are redirected to alternate phones.
coverage point
An extension designated as an alternate phone in a coverage path.
D
data module
A digital interface device between the switch and data equipment.
Direct Department Calling (DDC)
A method for distributing hunt group calls to agents. The switch searches 
through all the hunt group extensions in order, starting with the first 
extension. As soon as the switch finds an available extension, it connects the 
call. Compare to Uniform Call Distribution (UCD).
E
Expert Agent Selection (EAS)
A feature allowing incoming calls to be routed to specialized groups of 
agents within a larger pool of agents.
extension
A number by which calls are routed through a communications system. 
						

							DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
Glossary 
67  
external call
A connection between a communications system user and a party on the 
public network or on another communications system in a private network.
F
facility
A telecommunications transmission pathway and associated equipment.
feature access code (FAC)
A code users dial to access a system feature.
feature button
A button on a phone or attendant console used to access a specific feature.
H
hunt group
A group of extensions that all can receive calls directed to a single phone 
number. When a call arrives at the group number, the switch searches 
(“hunts”) for an available extension in the group and connects the call to that 
extension.
I
internal call
A connection between two users on the same phone system. 
						

							Glossary 
68  
DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
M
major alarm
An indication of a component failure that requires immediate attention.
minor alarm
An indication of a component failure that could affect customer service.
multiappearance phone
A phone equipped with several call-appearance buttons allowing the user to 
handle more than one call on that same extension at the same time.
P
pickup group
A group of individuals authorized to answer any call directed to an extension 
within the group.
port carrier
A carrier in a cabinet containing port circuit packs, power units, and service 
circuits. Also called a port cabinet.
primary extension
The main extension associated with the physical phone or data terminal.
principal
A phone that has its primary extension bridged on one or more other phones.
public network
The network that can be openly accessed by all customers for local and 
long-distance calling. 
						

							DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
Glossary 
69  
R
redirection criteria
Information administered for each phone’s coverage path that determines 
when an incoming call is redirected to coverage.
S
skill
An attribute assigned to an agent in a system using Expert Agent Selection. 
An agent’s skill indicates a specialty in which the agent is proficient.
split
An ACD hunt group.
system administrator
The person who maintains overall customer responsibility for system 
administration.
system printer
An optional printer that may be used to print scheduled reports via the report 
scheduler.
system report
A report that provides historical traffic information for internally measured 
splits. 
						

							Glossary 
70  
DEFINITY System’s Little Instruction Book
for basic diagnostics  555-233-758  Issue 1
April 2000
T
trunk
A dedicated telecommunications channel between 2 phone systems or COs.
trunk group
Telecommunications channels assigned as a group for certain functions that 
can be used interchangeably between two communications systems or COs.
U
Uniform Call Distribution (UCD)
A method for distributing hunt group calls to agents by comparing agents’ 
workloads. DEFINITY ECS can deliver each new call to the most idle agent 
(the available agent who has been idle the longest since their last hunt group 
call) or to the least occupied agent (the agent who has spent the least amount 
of time on hunt group calls in their current shift). Compare to Direct 
Department Calling (DDC).
Uniform Dial Plan (UDP)
A feature that allows a unique 4- or 5-digit number assignment for each point 
in a multiswitch system.
V
Ve c t o r
A set of call handling instructions for DEFINITY ECS, that can direct the 
switch to queue calls, play announcments, play music, route calls to voice 
messaging, as well as many other things. 
						

							DEFINITY System’s Little Instruction Book
for basic diagnostics  
555-233-758  Issue 1
April 2000
Index 
71  
Index
A
alarm buttons,34
alarm logs,31
alarms
clearing
,34
DS1,39
levels,31
off-board,31
on-board,31
preventing,38
Automatic Circuit Assurance (ACA),41
B
backups,4
baselining
definition
,1
retrieving information,2
books
how to order more copies
,xv
online,xv
busy-verify
hunt groups
,44
trunks,45
buttons
Alarm
,34
Busy Verify,43
help,xii
Trunk ID,49
C
cabinet status, viewing,9
call center, problems,20
calling Lucent,59
circuit packs, removing,39
clearing alarms,34
clearing errors,29
commands
change circuit-pack
,40
change data-module extension,38
display alarms,5, 32
display errors,5, 26
list history,10
ping,55
save announcements,4
save translations,4
status,5
status health,7
status station,8
status station extension,8
status system all-cabinets,9
test station extension,37
trace-route,56
D
diagnosing problems,13
dialing out, problems,15
DS1, alarms,39
E
error logs
interpreting
,29
viewing,26 
						

							Index 
72  
DEFINITY System’s Little Instruction Book
for basic diagnostics  
555-233-758  Issue 1
April 2000
error types, common,34
errors
18-busied out
,35
1-circuit pack removed,37
513-equipment missing,36
clearing,29
frequently-encountered,34
preventing,38
extended service agreement,xvi
F
Facility Busy Indication,46
Facility Test Calls,47
H
H.323 trunk,51
help
buttons
,xii
numbers to call,xvi
history, viewing,10
hunt groups, busy-verify,44
I
incoming calls, problems,16
internet protocol (IP),51
IP address,57
IP softphone,51
L
login, problems,19
logs
alarms
,31
clearing alarms,34
error,26
M
maintaining records,2
Maintenance Objects (MOs),25
message lamp problems,17
message line,xii
modem problems,18
O
online books,xv
Online Expert,51
P
password, problems,19
phone problems, solving,14
phones, busy-verify,43
printer problems,19
problems
call center
,20
diagnosing,13
dialing out,15
incoming calls,16
login,19
message lamp,17
modem,18 
						

							Index 
73  
DEFINITY System’s Little Instruction Book
for basic diagnostics  
555-233-758  Issue 1
April 2000
problems, (continued)
password
,19
phone,14
printer,19
SAT,19
softphone,51
sound quality,53
terminal access,19
tie trunks,18
trunks,17
problem-solving, strategies,5
R
records, maintaining,2
removing circuit packs,39
reports
error
,26
history,10
S
SAT problems,19
screens,xi
Alarm Report,32, 33
Data Module,38
Error Report,26
General Status,8
Hardware Error Report,28, 36
Help,6
History,10
Status Health,7
System Status Cabinet,9
security
access codes
,47
concerns,xiii
service agreement, extended,xvi
softphone,51
station status, viewing,8
status
cabinet
,9
station,8
system health,7
status line,xii
strategies, problem-solving,5
system backups,4
system changes, viewing,10
system health, viewing,7
system logs
alarms
,25
errors,25
system status, viewing,6
T
terminal access, problems,19
Terminal Alarm Notification,34
testing
phones
,47
trunks,47
testing, busy phones,43
tests,38
tie trunk problems,18
toll fraud,xiii
troubleshooting
phone problems
,14
trunks,49
using features,41
Trunk Identification,49
trunks
busy-verify
,45
identifying problems,17
troubleshooting,49
turning off tests,38
turning-off,38 
						

							Index 
74  
DEFINITY System’s Little Instruction Book
for basic diagnostics  
555-233-758  Issue 1
April 2000
V
viewing
error logs
,26
station status,8
system changes,10
system status,6
voice terminals, see phones