Lucent Technologies Definity Systems Little Instruction Book For Advanced Administration

555-233-757
Comcode 108600834
Issue 1
April 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.
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...

 
iii  
DEFINITY System’s Little Instruction Book
for advanced administration  
555-233-757  Issue 1
April 2000
Checklist for adding a new phone user
Use this checklist to ensure each user’s information is complete and 
accurate for all of your company’s applications.
Add new user information to your:
o switch (specify location, if you have more than one)
o voice messaging system
o special groups:
— coverage path groups
— hunt groups
— pick-up groups
— other groups: 
o call management system (CMS, BCMS)...

DEFINITY System’s Little Instruction Book
for advanced administration  
555-233-757  Issue 1
April 2000
 
iv  
Credits
Patrons Curtis Weeks
Supporters Ed Cote, Randy Fox, Jerry Peel,
Pam McDonnell
Writers Renee Getter, Cindy Bittner,
Greta Cleary, Kim Livingston,
Jay Winstead
Graphics Laurie King, Karen Consigny
Production Meg Harrington
Contributors Cathi Schramm, Robert Plant,
John O’Keefe
Web/CD Production Ellen Heffington, Jacki Rosellen
Special Thanks to
Kim Santich — Customer Champion; Steven Gaipa...

 
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DEFINITY System’s Little Instruction Book
for advanced administration  
555-233-757  Issue 1
April 2000
Welcome ix
nWhy another instruction book?ix
nWe wrote this book for you!ix
nWhat information is in this book?x
nHow to use this bookxi
nSecurity concernsxiii
nTrademarks and service marksxiv
nRelated booksxiv
nTell us what you think!xv
nHow to get this book on the webxv
nHow to order more copiesxvi
nHow to get helpxvii
Managing trunks 1
nUnderstanding trunks1
nAdding trunk groups4
Setting up...

 
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DEFINITY System’s Little Instruction Book
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April 2000
Managing announcements 19
nWhat is an announcement?19
nAdding announcements21
nRecording announcements23
nDeleting announcements25
nBacking up your announcements26
Managing hunt groups 27
nWhat are hunt groups?27
nSetting up hunt groups28
Setting up a queue31
Adding hunt group announcements33
nCall distribution methods35
Managing vectors and VDNs 37
nWhat are vectors?38
Writing vectors38...

 
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DEFINITY System’s Little Instruction Book
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April 2000
Using reports 53
nUsing report scheduler53
Setting printer parameters53
Scheduling and printing reports55
Listing scheduled reports56
Changing scheduled reports57
Removing scheduled reports58
nAnalyzing report data59
nUsing attendant reports59
Measuring attendant group traffic60
Measuring individual attendant performance61
Measuring attendant group performance61
nTrunk group reports62
Summary...

 
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DEFINITY System’s Little Instruction Book
for advanced administration  
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April 2000
Understanding call centers 71
nWhat is a call center?71
nPlanning a call center72
Setting up the call flow73
Testing the system75
Monitoring your call center76
Viewing system capacity77
nUnderstanding Automatic Call Distribution77
Enhancing an ACD system78
Selecting a call management system79
Glossary 83
Index 91
Helpful BCS Customer Catalogs Inside back cover 

DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Welcome 
ix Why another instruction book? 
Welcome
Why another instruction book?
You’ve told us that you want more step-by-step instructions on 
administration tasks for your DEFINITY system. Here they are! 
This book contains instructions for completing tasks that were not 
covered in DEFINITY System’s Little Instruction Book for basic 
administration. Some steps may vary a bit between the different...

Welcome 
x What information is in this book? 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
What information is in this book?
The Little Instruction Book for advanced administration is 
divided into sections to help you find information about advanced 
topics.
Managing trunks describes the different types of trunks and how 
to add a trunk group. 
Setting up night service explains how to set up night service and 
explains how different types of...