Lucent Technologies Definity Systems Little Instruction Book For Advanced Administration

							DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Glossary 
83  
GLGlossary
A
Abbreviated Dialing
A feature that allows callers to place calls by dialing just one or two digits.
access code
A dial code used to activate or cancel a feature or access an outgoing trunk.
analog phone
A phone that receives acoustic voice signals and sends analog electrical 
signals along the phone line.
ARS partitioning
A feature that allows you to route calls differently for different groups of 
users.
attendant
A person at a console who provides personalized service for incoming callers 
and voice-services users by performing switching and signaling operations.
attendant console
The workstation used by an attendant. The attendant console allows the 
attendant to originate a call, answer an incoming call, transfer a call to 
another extension or trunk, put a call on hold, and remove a call from hold. 
Attendants using the console can also manage and monitor some system 
operations. 
						

							Glossary 
84  
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Audio Information Exchange (AUDIX)
A fully-integrated voice-mail system. Can be used with a variety of 
communications systems to provide call-history data, such as subscriber 
identification and reason for redirection.
Automatic Alternate Routing (AAR)
A feature that routes calls to alternate routes when facilities are unavailable.
Automatic Call Distribution (ACD) 
A feature that gives users more flexibility in routing calls to hunt group 
agents. ACD also allows external measurement systems such as BCMS and 
CentreVu
® CMS to be used.
Automatic Circuit Assurance (ACA)
A feature that tracks calls of unusual duration to facilitate troubleshooting.
Automatic Route Selection (ARS)
A feature that allows the system to automatically choose the least-cost route 
for toll calls.
B
barrier code
A security code used with Remote Access to prevent unauthorized access.
bridge (bridging)
The appearance of a phone’s extension at one or more other phones.
bridged appearance
A call appearance on a phone that matches a call appearance on another 
phone for the duration of a call. 
						

							DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Glossary 
85  
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 
86  
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  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 advanced administration  555-233-757  Issue 1
April 2000
Glossary 
87  
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 
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DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  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 advanced administration  555-233-757  Issue 1
April 2000
Glossary 
89  
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 
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DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  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 advanced administration  
555-233-757  Issue 1
April 2000
Index 
91  
Index
A
ACD, enhancing,78
adding
announcements
,21
hunt group announcements,33
hunt groups,28
trunk groups,4
vector directory numbers,50
announcements
adding
,21
backing up,26
definition,19
deleting,25
hunt group,33
list of options,46
recording,23
types,19
vector,41
assigning hunt group agents,30
attendant group measurements 
report
,60
attendant group performance,61
attendant positions measurement 
report
,61
attendant reports, overview,59
automatic call distribution (ACD),35, 77
B
backing up, announcements,26
Basic Call Management System 
(BCMS)
,79
BCMS Vu,79
books
how to order more copies
,xvi
online,xv
buttons
help
,xii
C
call center
automatic call distribution (ACD)
,77
call flow,73
creating,73
definition,71
management systems,79
measuring agent performance,77
measuring performance,76
planning,72
system capacity,77
testing,75
call center management system,78
selecting,80
call distribution,35
CAMA trunks,2
CentreVu CMS,79
centum call seconds,59
CO trunks,2
commands
add hunt-group next
,28
add trunk-group,5
add VDN,51
change announcements,22, 25
change console-parameters,12, 16
change hunt-group,10, 31, 33
change listed-directory-numbers,12
change meas-selection 
trunk-group
,64
change system-parameters 
features
,54
change trunk-group,14 
						

							Index 
92  
DEFINITY System’s Little Instruction Book
for advanced administration  
555-233-757  Issue 1
April 2000
commands, (continued)
change vector
,39, 47, 48
display announcements,33
display capacity,77
display integrated-annc-boards,22
display system-parameters 
customer-options
,39
list measurements attendant 
group
,60
list measurements attendant 
positions
,61
list measurements 
lightly-used-trunk
,65
list measurements outage-trunk 
yesterday
,64
list measurements trunk-group 
hourly
,64
list measurements trunk-group 
summary
,62
list member hunt group,31
list performance attendant-group 
today
,61
list report-scheduler,56, 58
list testcalls summary,62
list usage digit string,38
list usage vector,38
list VDN,52
list vector,38
monitor traffic trunk-group,65
remove report-scheduler,58
save announcements,26
CPE trunks,2
creating, call center,73
D
deleting a step, vectors,48
deleting announcements,25
DID trunks,2
DIOD trunks,2
directory numbers, vectors,50
display events,49
DMI-BOS trunks,2
E
expert agent selection (EAS),35
extended service agreement,xvii
F
FX trunks,2
G
g,38
H
help
buttons
,xii
numbers to call,xvii
hunt group night service,10
hunt groups
adding
,28
announcements,33
assigning agents,30
definition,27