Avaya 555-233-001 - Manual

Contents Overview 555-233-001 — Issue 2 — November 2000 vi 10 Networking 10-1 Uniform Dial Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-1 Distributed Communication System — Integrated SDN and Non-Integrated SDN . . . . . ...

vii Overview 555-233-001 — Issue 2 — November 2000 About This Document Purpose This document provides a high-level overview of the features, components, and capabilities of the DEFINITY ONE ™ Communications System (DEFINITY ONE). For information on how to install, administer, or maintain DEFINITY ON...

Conventions used in this document About This Document Overview 555-233-001 — Issue 2 — November 2000 viii • Chapter 7, Computer Telephony Integration describes the applications that enable employees to combine computer and telephone functions to access client information. • Chapter 8, Telecommuting/...

Trademarks ix Overview 555-233-001 — Issue 2 — November 2000 About This Document Trademarks This document contains references to the following Avaya trademarked products: • AUDIX ® • CallVisor ® • DEFINITY ® • DEFINITY ONE ™ Communications System • I NTUITY ® • CentreVu ® • BCMS Vu ® • PassageWay ® ...

How to order documentation About This Document Overview 555-233-001 — Issue 2 — November 2000 x How to order documentation This document order number is 555-233-001, Issue 3. To order this document, contact: Lucent Technologies BCS Publications Center2855 North Franklin RoadIndianapolis, IN 46219-13...

1-1 Overview 555-233-001 — Issue 2 — November 2000 1 Introduction The DEFINITY ONE Communications System (DEFINITY ONE) Release 3.0 provides Avaya customers an integrated set of applications that are administered through an easy-to-use interface. DEFINITY ONE offers sophisticated business features a...

DEFINITY ONE Communications System 1 Introduction Overview 555-233-001 — Issue 2 — November 2000 1-2 What’s new in release 3.0 DEFINITY ONE with DEFINITY Release 9 offers significant new features and improvements to facilitate system administration and enhance call center functions. These features i...

DEFINITY Site Administration (DSA) 1-3 Overview 555-233-001 — Issue 2 — November 2000 1 Introduction AUDIX AUDIX provides a messaging communications solution for unified voice and fax messaging. Accessing voice mail and fax via phone, PC, laptop, and wireless saves the user valuable time. This relea...

Web browser access 1 Introduction Overview 555-233-001 — Issue 2 — November 2000 1-4 Web browser access DEFINITY ONE can be administered through a web interface. Using a PEER WEB server through a LAN connection, the administrator can download software (Message Manager, DSA), connect to DEFINITY or I...

System administration 1-5 Overview 555-233-001 — Issue 2 — November 2000 1 Introduction • Wireless The Wireless Starter Package enhances mobility within business locations, enabling employees to receive important calls away from their desks. It is available in single- and multi-zone packages for 1 t...

AMIS Analog Networking 1 Introduction Overview 555-233-001 — Issue 2 — November 2000 1-6 AMIS Analog Networking The Audio Messaging Interchange Specification (AMIS) Analog Networking feature lets subscribers exchange voice mail messages with voice messaging systems anywhere in the world, provided th...

Software 1 Introduction Overview 555-233-001 — Issue 2 — November 2000 1-8 Software DEFINITY ONE systems use DEFINITY Release 9 software. For more information, see DEFINITY Enterprise Communications System Release 9 Feature Description . In addition to the basic software, optional packages (see Star...

Incomparable service 1-9 Overview 555-233-001 — Issue 2 — November 2000 1 Introduction Incomparable service DEFINITY ONE customers enjoy incomparable service. Avaya’s knowledgeable sales associates and technicians are thoroughly trained in remote alarming, expert systems, troubleshooting, and disast...

2-1 Overview 555-233-001 — Issue 2 — November 2000 2 Desktop/Console Solutions The communications needs of people in your company vary widely. Some may require only basic telephone service. Others may need effective messaging services or high-speed data communications and access to a variety of host...

Telephones for the global marketplace 2 Desktop/Console Solutions Overview 555-233-001 — Issue 2 — November 2000 2-2 Digital DCP telephones Digital telephones using the DCP use digital transmission for integrated voice, data, and control signals. Transmission is over a connection consisting of one o...

Attendant Consoles 2 Desktop/Console Solutions Overview 555-233-001 — Issue 2 — November 2000 2-12 Attendant Consoles To increase the effectiveness of attendants handling calls, DEFINITY ONE offers the following tools: • DEFINITY 302C Attendant Console (requires connectivity to a 2-wire circuit pack...

3-1 Overview 555-233-001 — Issue 2 — November 2000 3 Adjuncts DEFINITY ONE provides the following equipment to supplement the services and features of your system and telephones: • Power systems • On hold and delayed announcement systems • Headsets • Audio and visual paging • Alerts and sensors • Sp...

On hold and delayed announcement systems 3 Adjuncts Overview 555-233-001 — Issue 2 — November 2000 3-2 On hold and delayed announcement systems Avaya offers the following external announcement systems for DEFINITY ONE: • Magic On Hold Express Systems Magic On Hold Express systems provide businesses ...

Audio and visual paging 3-3 Overview 555-233-001 — Issue 2 — November 2000 3 Adjuncts Audio and visual paging Avaya’s overhead voice paging equipment allows telephone users to make announcements by speaking into a telephone handset. DEFINITY ONE supports as many as 9 paging zones, and 1 zone can be ...

Call Accounting Systems 3 Adjuncts Overview 555-233-001 — Issue 2 — November 2000 3-4 • Remote Port Security Device The Remote Port Security Device (RPSD) is a single-line dial-up port protection system that prevents unauthorized access to a host resource. Host resource dial-up ports are protected b...

4-1 Overview 555-233-001 — Issue 2 — November 2000 4 I NTUITY AUDIX Messaging Fewer than 30 percent of person-to-person business calls reach the intended party on the first attempt. This makes the day-to-day business communications frustrating and can impact productivity. Integration of communicatio...

Additional sources of information 4 I NTUITY AUDIX Messaging Overview 555-233-001 — Issue 2 — November 2000 4-2 Additional sources of information The following additional information for administering AUDIX is available: • AUDIX System Administration documentation on the DEFINITY ONE documentation C...

Accessing AUDIX Administration 4-3 Overview 555-233-001 — Issue 2 — November 2000 4 I NTUITY AUDIX Messaging Review and test the DSA connection To review and test the DSA connection: 1. Review the Voice Mail System Summary and make any needed corrections. 2. Click Test to try the connection. If the ...

Accessing AUDIX Administration 4 I NTUITY AUDIX Messaging Overview 555-233-001 — Issue 2 — November 2000 4-4 Using Telnet to access AUDIX Administration To access AUDIX via Telnet or another terminal emulator: 1. Set up a connection to local Telnet or other terminal emulator using the following info...

Features of AUDIX 4-5 Overview 555-233-001 — Issue 2 — November 2000 4 I NTUITY AUDIX Messaging Features of AUDIX The following AUDIX features allow users to send, receive, and organize voice, text, and fax messages: • Voice Messaging • Voice Mailbox • Transmission Control Protocol/Internet Protocol...

Features of AUDIX 4 I NTUITY AUDIX Messaging Overview 555-233-001 — Issue 2 — November 2000 4-6 In addition to basic capabilities, the Outcalling function of AUDIX Voice Messaging allows the feature to: • Automatically place a call from AUDIX to a user when messages are waiting • Specify the number ...

Features of AUDIX 4-9 Overview 555-233-001 — Issue 2 — November 2000 4 I NTUITY AUDIX Messaging TCP/IP enhances AUDIX Messaging in many ways: • Customers who exceed the capacity of one AUDIX application at a single location can network multiple machines. This enables users to exchange messages as if...

Features of AUDIX 4 I NTUITY AUDIX Messaging Overview 555-233-001 — Issue 2 — November 2000 4-12 FAX Messaging The Avaya FAX Messaging feature combines the send and receive capabilities of a stand-alone fax machine or fax modem on a PC with the capabilities of Avaya messaging. Besides sending, recei...

Features of AUDIX 4-13 Overview 555-233-001 — Issue 2 — November 2000 4 I NTUITY AUDIX Messaging Bulletin Board A bulletin board is an electronic messaging system. Callers dial the bulletin board’s telephone number and the system answers and plays a recorded message. The major difference between a b...

Basic Call Management System 5-5 Overview 555-233-001 — Issue 2 — November 2000 5 Call Center Basic Call Management System The Basic Call Management System (BCMS), an integrated, internal capability of DEFINITY ONE, is a cost-effective solution for small start-up Call Centers or for existing compani...

Attendant Vectoring 5 Call Center Overview 555-233-001 — Issue 2 — November 2000 5-6 Attendant Vectoring This is a DEFINITY ONE feature for calls where the caller is seeking an attendant. It provides a lower-priced solution for customers who want to vector attendant calls that go to an attendant wit...

Call Center Deluxe 5-7 Overview 555-233-001 — Issue 2 — November 2000 5 Call Center • Service Observing Remote • Timed After Call Work/Agent Pause Between Calls • VuStats (including the Service Level and Login IDs enhancements) Note: 12-Agent Call Center Basic is included with DEFINITY ONE Release 2...

CentreVu Virtual Routing 5 Call Center Overview 555-233-001 — Issue 2 — November 2000 5-8 CentreVu Virtual Routing CentreVu Virtual Routing, a DEFINITY ONE feature, helps you provide the best possible service to your customers while using all your Call Center resources wisely and cost-effectively. C...

CentreVu Advocate 5-9 Overview 555-233-001 — Issue 2 — November 2000 5 Call Center CentreVu Advocate You can leverage your Call Center as a strategic business asset with Avaya’s innovative CentreVu Advocate software solution. CentreVu Advocate, a DEFINITY ONE feature, eliminates the chaos and random...

BCMS Vu 5 Call Center Overview 555-233-001 — Issue 2 — November 2000 5-10 • Service Level Supervisor with Reserve Agents Service Level Supervisor gives you the ability to set Estimated Wait Time (EWT) thresholds for skills and to assign agents as reserve, in the event a skill overruns its threshold....

CentreVu CT 5-11 Overview 555-233-001 — Issue 2 — November 2000 5 Call Center CentreVu CT Computer Telephony Integration (CTI) is the linking of telephone communication systems to personal computers, which can increase productivity and customer satisfaction through the exchange of information betwee...

CMS add-on packages 5-13 Overview 555-233-001 — Issue 2 — November 2000 5 Call Center CMS add-on packages The following sections describe CMS add-on packages: • CentreVu Supervisor • CentreVu Explorer II • CentreVu Visual Vectors CentreVu Supervisor CentreVu Supervisor is an effective management too...

CMS add-on packages 5 Call Center Overview 555-233-001 — Issue 2 — November 2000 5-14 CentreVu Explorer II CentreVu Explorer II takes your CentreVu CMS reporting capabilities to the next level by providing a more granular view of agent and call activity throughout your call center operation. CentreV...

CentreVu Compact Call Center Solutions Packages 5-15 Overview 555-233-001 — Issue 2 — November 2000 5 Call Center You can use your Windows-based workstations with a Web browser to connect to the LAN and use the CentreVu Explorer II GUI to access the local database and access details such as how many...

6-1 Overview 555-233-001 — Issue 2 — November 2000 6 Wireless Solutions Most businesses today struggle to improve customer service and increase profits while controlling staff size and costs. To maintain a balance between service and costs, employees must be more productive, responsive, and mobile i...

Long-Range mobility 6-3 Overview 555-233-001 — Issue 2 — November 2000 6 Wireless Solutions Figure 6-2. Long-Range mobility The DEFINITY Wireless Business System PWT, when integrated with DEFINITY ONE, offers inherent efficiencies. This solution is supported by a patented software product unique to ...

Application Starter Package 6 Wireless Solutions Overview 555-233-001 — Issue 2 — November 2000 6-4 Application Starter Package The Wireless Starter Package enhances mobility within your business environment by allowing employees to receive important calls when away from their desks. It is available...

7-1 Overview 555-233-001 — Issue 2 — November 2000 7 Computer Telephony Integration Computer Telephony Integration (CTI) is the linking of telephone communication systems to personal computers, which can increase productivity and customer satisfaction through the exchange of information between the ...

Server-Based solutions 7 Computer Telephony Integration Overview 555-233-001 — Issue 2 — November 2000 7-2 Third-Party applications All of the third-party CTI applications currently supported by DEFINITY are also supported by DEFINITY ONE, except for those that require adjunct routing. The following...

DEFINITY IP Softphone 7-3 Overview 555-233-001 — Issue 2 — November 2000 7 Computer Telephony Integration DEFINITY IP Softphone DEFINITY IP Softphones operate on a PC equipped with Microsoft Windows 95/98/NT and with TCP/IP connectivity to DEFINITY ECS. Release 9 IP Softphones offer enhancements to ...

8-1 Overview 555-233-001 — Issue 2 — November 2000 8 Telecommuting/Virtual Office Avaya’s research and independent industry studies show that telecommuters are generally 15 to 30 percent more productive. Telecommuters convert travel time into productive work time, are less likely to be distracted by...

Pipeline 15 8 Telecommuting/Virtual Office Overview 555-233-001 — Issue 2 — November 2000 8-2 Station Security Codes Station Security Codes protect access to telephone stations and can be changed by the telephone users. This feature allows you to ensure protection of your console features. All of th...

DEFINITY Extender 8-3 Overview 555-233-001 — Issue 2 — November 2000 8 Telecommuting/Virtual Office DEFINITY Extender DEFINITY Extender is a single-box remote voice and data solution for telecommuters, remote agents, and branch offices using DEFINITY ONE. DEFINITY Extender helps increase the product...

Remote Max 8 Telecommuting/Virtual Office Overview 555-233-001 — Issue 2 — November 2000 8-4 Remote Max Remote MAX is a product which acts like a simple switch at the remote site to connect remote stations and local access trunks. The Remote MAX supports VOIP and DCP, as well as analog line and trun...

9-1 Overview 555-233-001 — Issue 2 — November 2000 9 System Administration DEFINITY ONE offers a variety of modular tools for managing your system. Terminal and facility administration features allow you to administer telephones, computers, facilities, and features throughout your system or network....

Terminal administration 9 System Administration Overview 555-233-001 — Issue 2 — November 2000 9-4 Terminal administration DEFINITY ONE includes features that simplify and accelerate the administration process from a terminal. Portless Administration/Administration Without Hardware The Administratio...

Scheduling 9-5 Overview 555-233-001 — Issue 2 — November 2000 9 System Administration Automatic Station Relocation/Terminal Translation Initialization Terminal Translation Initialization is a feature that works with the Administration Without Hardware feature. Terminal Translation Initialization is ...

Basic reporting 9 System Administration Overview 555-233-001 — Issue 2 — November 2000 9-6 Basic reporting DEFINITY ONE has built-in capabilities for generating reports. These reports are available without special hardware or software. • System Measurements reports supply information on the status o...

Performance measurements 9-7 Overview 555-233-001 — Issue 2 — November 2000 9 System Administration • The Traffic Summary report offers additional measurements that help configure the switch, determine the switch’s capacity for growth, and report unauthorized switch-access attempts. These measuremen...

Call Charge information 9 System Administration Overview 555-233-001 — Issue 2 — November 2000 9-8 The ECS Reports Generator produces all standard reports, plus the following: • The Unused Extension Report shows all unused extensions. • The Configuration Pictorial graphically depicts your system, wi...

Call Detail Recording 9-9 Overview 555-233-001 — Issue 2 — November 2000 9 System Administration Call Detail Recording Call Detail Recording (CDR) helps you manage call costs by letting you monitor and analyze call patterns and usage in your system. Call Detail Recording features DEFINITY ONE Releas...

Security 9 System Administration Overview 555-233-001 — Issue 2 — November 2000 9-10 Call Detail Recording devices There is no RS-232 interface provided by DEFINITY ONE for LAN. Your CDR Output Records are stored in D: Avaya Data/CDR/ in files Cas.in and Cdr.out. Call Accounting Systems Several opti...

Starter application package 9-11 Overview 555-233-001 — Issue 2 — November 2000 9 System Administration Starter application package The System Administration Starter Package has all the functionality of the DEFINITY Site Administration package, but for a single site. This Windows-based software appl...

10-1 Overview 555-233-001 — Issue 2 — November 2000 10 Networking DEFINITY ONE provides powerful voice and data capabilities and connections to a variety of voice and data networks. DEFINITY ONE builds on Avaya’s established networking strengths to offer you network-management features, network inte...

Distributed Communication System — Integrated SDN and Non-Integrated SDN 10 Networking Overview 555-233-001 — Issue 2 — November 2000 10-2 Feature transparency means that features work the same from a user’s perspective, whether the telephones involved are assigned to the same switch or to different...

DEFINITY ONE DCS networks 10-3 Overview 555-233-001 — Issue 2 — November 2000 10 Networking DEFINITY ONE DCS networks If your company has two or more sites with DEFINITY ONE, you can network them together using the DCS over ISDN-PRI feature (DCS+). This requires a system to use ISDN-PRI signaling. T...

Network management features 10-5 Overview 555-233-001 — Issue 2 — November 2000 10 Networking Network management features DEFINITY ONE has a variety of features that enable you to manage your network resources effectively. Here are just a few examples of DEFINITY ONE features that can be used to man...

Network management features 10 Networking Overview 555-233-001 — Issue 2 — November 2000 10-6 If Generalized Route Selection is not being used when a call is made, the system selects a routing pattern based on the digits dialed. The system checks the routing preferences in that pattern in the order ...

Network management features 10-7 Overview 555-233-001 — Issue 2 — November 2000 10 Networking Facility Restriction Level Facility Restriction Levels are used to limit user calling privileges for incoming and outgoing calls. The Facility Restriction Level determines if a call attempt is permitted and...

Network interfaces and equipment 10 Networking Overview 555-233-001 — Issue 2 — November 2000 10-8 Network interfaces and equipment DEFINITY ONE supports a variety of interfaces to voice and data networks. Trunks supply links between DEFINITY ONE, the public network, and other switches. DS1 interfac...

ISDN 10-9 Overview 555-233-001 — Issue 2 — November 2000 10 Networking Miscellaneous trunks Miscellaneous trunks perform functions that do not fit neatly into any of those already described: • Release-link trunks are used between switch locations to provide Centralized Attendant Service. • Remote-ac...

Centralized Attendant Service 10 Networking Overview 555-233-001 — Issue 2 — November 2000 10-10 Centralized Attendant Service DEFINITY ONE owners who have more than one switch location can benefit greatly by using the Centralized Attendant Service (CAS) feature. CAS reduces the number of required a...

Electronic Tandem Network 10-11 Overview 555-233-001 — Issue 2 — November 2000 10 Networking An important DEFINITY ONE networking feature is Main/Satellite Extended Trunk Access. Extended Trunk Access allows dialed digits that are undefined at a satellite or tributary switch to be routed over a trun...

11-1 Overview 555-233-001 — Issue 2 — November 2000 11 SNMP Native Agent Software DEFINITY ONE includes a SNMP (Simple Network Mamagement Protocol) Native Agent. The agent provides a SNMP interface to the system’s alarm and error tables, select performance measurements, and select configuration data...

SNMP Traps 11 SNMP Native Agent Software Overview 555-233-001 — Issue 2 — November 2000 11-2 Via the SNMP The agent allows retrieval of DEFINITY status data, system time, trunk group information, board data, DS1 board data, ATM board data, port data, station data, and data modules. It provides retri...

DEFINITY ONE Co-Resident Modules 11-3 Overview 555-233-001 — Issue 2 — November 2000 11 SNMP Native Agent Software License Server The SNMP agent will use the license server. DSA The SNMP agent will not require DSA. Administration of the SNMP agent is via GAS commands. Logins and the LAC The LAC is m...

A-1 Overview 555-233-001 — Issue 2 — November 2000 A Features This appendix provides a list of the features of DEFINITY ONE arranged in the following categories: • Automatic Routing Features • Basic Features • Call Center Features • Private Networking Features • Trunk Group Features This appendix li...

Basic features A Features Overview 555-233-001 — Issue 2 — November 2000 A-2 Basic features The following features are supported with DEFINITY ONE: • Abbreviated Dialing • Administered Connections • Administrable Language Displays • Administration Change Notification • Administration Without Hardwar...

Call Center features A Features Overview 555-233-001 — Issue 2 — November 2000 A-6 • Station User Administration • Telephone Self Administration • Temporary Bridged Appearance • Tenant Partitioning • Terminal Translation Initialization • Terminating Extension Group • Timed Reminder and Attendant Tim...

Private networking features A Features Overview 555-233-001 — Issue 2 — November 2000 A-8 Private networking features The great expandability of DEFINITY ONE makes it a logical choice for setting up private networks. Consequently, the system includes many private networking features: • Centralized A...

Trunk group features A-9 Overview 555-233-001 — Issue 2 — November 2000 A Features • QSIG Name and Number Identification • QSIG Path Replacement With Replacement • QSIG Value- Called Number ID • Transit Counter • Uniform Dial Plan • User to User Information over Public Network Trunk group features D...

IN-1 Overview 555-233-001 — Issue 2 — November 2000 Index Numerals 800-service trunks 10-8 A accessing AUDIX administration 4-2 ACD 1-4 adjuncts alerts 3-3 audio paging 3-3 call accounting systems 3-4 delayed announcement systems 3-2 external speakerphones 3-3 headsets 3-2 Magic On Hold 3-2 Magic On...