Lucent Technologies 555-230-024 - Manual

Contents 555-230-024 vi Issue 5 January 1998 ■ CallVisor Adjunct Switch Application Interface 3-11 ■ Home Agent/DEFINITY Extender 3-11 ■ CentreVu Call Management System 3-12 ■ CentreVu Supervisor 3-13 ■ Basic Call Management System 3-13 ■ Call Center Summary 3-14 4 Computer-Telephone Integration Sol...

Contents Issue 5 January 1998 vii 555-230-024 Message Tandeming 5-6 Attendant Backup 5-6 Attendant Crisis Alert 5-7 ■ E911/CAMA Trunk 5-7 ■ Communications with Property Management Systems 5-8 6 Mobility Solutions 6-1 ■ Cordless Solution 6-1 ■ Medium Range Mobility Solution 6-2 ■ Long Range Mobility ...

Contents 555-230-024 viii Issue 5 January 1998 Digital Communications Protocol 8-5 Digital Multiplexed Interface 8-5 ISDN-PRI 8-6 ISDN-BRI 8-6 Data Modules 8-7 Modems and Modem Pooling 8-9 ■ Mode Code Interface 8-11 9 Voice Processing Solutions 9-1 ■ DEFINITY AUDIX Voice Messaging System 9-2 Reliabi...

Contents Issue 5 January 1998 ix 555-230-024 Integrated Directory 10-3 Last Number Dialed 10-3 Leave Word Calling 10-4 Whisper Page 10-4 ■ Call Coverage 10-4 Coverage Paths for a Manager 10-5 Voice Messaging and Call Coverage 10-6 Message-Retrieval Options 10-7 ■ Telephones and Workstations 10-7 Tel...

Contents 555-230-024 x Issue 5 January 1998 12 Networking Solutions 12-1 ■ QSIG Global Networking 12-1 ■ World Class Routing 12-2 ■ Network Management Features 12-3 Time of Day Routing 12-3 Automatic Route Selection 12-4 Automatic Alternate Routing 12-4 Additional Network Feature Path Replacement 12...

Contents Issue 5 January 1998 xi 555-230-024 ■ Distributed Communication System — Integrated SDN and Non-Integrated SDN 12-19 Distributed Communications System and ISDN 12-21 ■ Wideband Signaling 12-21 13 Service Upgrade Solutions 13-1 ■ Connecting to a Network 13-2 ■ Amortizing Replacement Costs 13...

Contents 555-230-024 xii Issue 5 January 1998 Terminal Translation Initialization 14-7 ■ Scheduling 14-8 ■ Basic Reporting 14-8 ■ Performance Measurements 14-9 G3 Management Applications Reports and Data Acquisition Utilities 14-12 ECS Reports Generator 14-12 ■ Call Charge Information 14-14 ■ Call D...

Contents Issue 5 January 1998 xiii 555-230-024 Administered Connections A-5 Administrable Language Displays A-5 Administration Without Hardware A-5 Alphanumeric Dialing A-5 Alternate Operations Support System Alarm Number A-6 Answer Detection A-6 Attendant Auto-Manual Splitting A-6 Attendant Backup ...

Contents 555-230-024 xiv Issue 5 January 1998 Bridged Call Appearance — Single-Line Telephone A-11 Bulletin Board A-12 Busy Verification of Terminals and Trunks A-12 Call Charge Information A-12 Call Coverage A-13 Call Detail Recording A-13 Call Forwarding A-13 Call Park A-14 Call Pickup A-14 Call W...

Contents Issue 5 January 1998 xv 555-230-024 Extended User Administration of Redirected Calls A-17 External Device Alarming A-18 Facility Busy Indication A-18 Facility Test Calls A-18 Fiber Link Administration A-18 Go to Cover A-18 Group Listen A-18 Group Paging A-19 Hold A-19 Hold — Automatic A-19 ...

Contents 555-230-024 xvi Issue 5 January 1998 Personalized Ringing A-25 Power Failure Transfer A-25 Priority Calling A-25 Privacy — Attendant Lockout A-25 Privacy — Manual Exclusion A-26 Public Network Call Priority A-26 Pull Transfer A-26 Recall signaling A-26 Recorded Announcements A-26 Recent Cha...

Contents Issue 5 January 1998 xvii 555-230-024 Voice Message Retrieval A-32 Voice Terminal Alerting Options A-32 Voice Terminal Display A-32 Whisper Page A-32 World Class Tone Detection A-32 World Class Tone Generation A-33 ■ Call Center Features A-33 Abandoned Call Search A-33 Add/Remove Skills A-3...

Contents 555-230-024 xviii Issue 5 January 1998 VDN of Origin Announcement A-38 Voice Response Integration A-39 VuStats A-39 ■ Hospitality Features A-39 Attendant Room Status A-39 Automatic Wakeup A-39 Do Not Disturb A-40 Dual Wakeup A-40 Room Activated Wakeup With Tones A-40 Hospitality Services A-...

Contents Issue 5 January 1998 xix 555-230-024 DCS Leave Word Calling A-45 DCS Multiappearance Conference/ Transfer A-45 DCS Over ISDN-PRI D-channel A-46 DCS Trunk Group Busy/Warning Indication A-46 DCS With Reroute A-46 Enhanced DCS A-46 Extended Trunk Access A-46 Extension Number Portability A-47 I...

Contents 555-230-024 xx Issue 5 January 1998 CAMA - E911 Trunk Group A-54 Facility and Non-Facility Associated Signaling A-54 Wideband Switching A-54 B System Capacity Limits B-1 ■ Overview B-1 ■ Multiple Offer Categories B-1 ■ System Capacity Limits B-3 C References C-1 ■ Basic DEFINITY ECS Documen...

Issue 5 January 1998 xxi 555-230-024 About This Book What Is the Purpose of This Book? This book provides general information about the components and capabilities of the DEFINITY ® Enterprise Communications Server (referred to as DEFINITY ECS or the system). It also discusses practical and creative...

About This Book 555-230-024 xxii Issue 5 January 1998 This overview of DEFINITY ECS is composed of the following chapters: ■ Chapter 1, "Introduction" — outlines basic advantages, capabilities, hardware and software components and system configurations. ■ Chapter 2, "Industry Application...

How Should I Use This Book? Issue 5 January 1998 xxiii 555-230-024 How Should I Use This Book? You will probably want to read or skim the Chapter 1, "Introduction" first to get a basic understanding of the DEFINITY system. Chapter 2, "Industry Applications" is a good place to go next...

About This Book 555-230-024 xxiv Issue 5 January 1998 ■ GuestWorks™ ■ I NTUITY ™ ■ I NTUITY Lodging ™ ■ MEGACOM ® ■ MERLIN ® ■ MULTIQUEST ® ■ OneVision™ ■ Quorum™ ■ VOICE POWER ® ■ UNIX ® ■ Venue 2000 ™ The following are trademarks or registered trademarks of other companies: ■ INFORMIX ® is a regis...

How Can I Order Other Books? Issue 5 January 1998 xxv 555-230-024 How Can I Order Other Books? To obtain DEFINITY Communications System documentation, contact: General Business Communications System Publications Fulfillment CenterPO Box 4100Crawfordsville, Indiana 47933-3126U. S. A. +1-317-361-5353+...

About This Book 555-230-024 xxvi Issue 5 January 1998

Issue 5 January 1998 1-1 555-230-024 1 Introduction DEFINITY Enterprise Communications Server (ECS) organizes and routes voice, data, image and video transmissions Figure 1-1. To streamline the handling of different types of data, the transmitted information is digitized (distilled into representati...

Introduction 555-230-024 1-2 Issue 5 January 1998 DEFINITY ECS Advantages The DEFINITY ECS is the first truly global multimedia platform. It handles multimedia traffic as efficiently as any system available, while its state-of-the-art design further enhances Lucent Technologies’ reputation for world...

DEFINITY ECS Advantages Issue 5 January 1998 1-3 555-230-024 Integrating Sometimes the most important function of the DEFINITY ECS is its control and coordination of all your desktop tools and shared resources. It not only communicates with most networks and equipment throughout the world, but unifi...

Introduction 555-230-024 1-4 Issue 5 January 1998 DEFINITY ECS: A Global Multimedia Platform DEFINITY ECS has been installed in more than 90 countries.It is the first truly global multimedia platform: — It is compatible with a wide variety of tools, from group video systems to desktop network manage...

Hardware Issue 5 January 1998 1-5 555-230-024 Hardware Though the primary components are the same, your DEFINITY ECS can vary widely in size and appearance, depending on your capacity requirements. It may be as small as a single wall-mounted cabinet, or it may be as large as several tall cabinets li...

Introduction 555-230-024 1-6 Issue 5 January 1998 Carriers and Cabinets Carriers are enclosed shelves composed of vertical slots that hold circuit packs. Circuit packs make up the logic, memory, and switching circuitry for the system. Port circuit packs connect to telephones, computers, and communic...

Carriers and Cabinets Issue 5 January 1998 1-7 555-230-024 Compact Single-Carrier Cabinets Figure 1-2 shows a compact single-carrier cabinet with a hinge for attaching it to a wall. Figure 1-2. Compact Single-Carrier Cabinet The compact single carrier cabinet has the following characteristics: ■ It ...

Introduction 555-230-024 1-8 Issue 5 January 1998 Compact Modular Cabinets Figure 1-3 shows a Compact Modular Cabinet. Figure 1-3. Compact Modular Cabinet The compact modular cabinet has the following characteristics: ■ Up to three cabinets can be connected together. ■ It allows small organizations ...

Carriers and Cabinets Issue 5 January 1998 1-9 555-230-024 Single-Carrier Cabinets Figure 1-4 shows a typical single-carrier cabinet. Figure 1-4. Typical Single-Carrier Cabinet A maximum of four single-carrier cabinets can be stacked on top of each other to form a single Processor Port Network or Ex...

Introduction 555-230-024 1-10 Issue 5 January 1998 Figure 1-5 shows a typical cabinet stack. Figure 1-5. Typical Cabinet Stack (Four Cabinets Maximum)

Carriers and Cabinets Issue 5 January 1998 1-11 555-230-024 Multicarrier Cabinets Figure 1-6 shows a typical multicarrier cabinet. Figure 1-6. Typical Multicarrier Cabinet There are three types of multicarrier cabinets: ■ The Processor Port Network cabinet, which contains: — The processor that perfo...

Introduction 555-230-024 1-12 Issue 5 January 1998 ■ The Expansion Port Network cabinet, which contains: — Additional ports — Interfaces to the Processor Port Network cabinet and other Expansion Port Network cabinets — Maintenance interface — Components of a Center Stage Switch (optional) ■ The auxi...

Introduction 555-230-024 1-14 Issue 5 January 1998 The main configurations are: 1. Basic system consisting of a Processor Port Network (PPN) only. 2. Directly-connected system consisting of two Port Networks (PNs): one PPN and one Expansion Port Network (EPN) connected directly together. 3. Directly...

Reliability and Recoverability Issue 5 January 1998 1-15 555-230-024 Reliability and Recoverability The system is designed to recover from a power outage or other failure instantly, regardless of the source of the failure. Each port network includes a set of segmented, parallel buses. If one of the ...

Reliability and Recoverability Issue 5 January 1998 1-17 555-230-024 1 Figure 1-8. High Reliability, Directly Connected DEFINITY ECS 1) Processor Port Network 3) Control Carrier 2) Expansion Port Network 4) Duplicate Control Carrier

Introduction 555-230-024 1-18 Issue 5 January 1998 Figure 1-9 shows a high reliability center stage system, where the Center Stage Switch is connected to both the active and standby control carrier. Figure 1-9. High Reliability Center Stage DEFINITY ECS 1) Processor Port Network 4) Control Carrier 2...

Reliability and Recoverability Issue 5 January 1998 1-19 555-230-024 Critical Reliability Critical reliability systems are fully operational over 99 percent of the time, on average. No other switch vendor offers this level of system redundancy. A critical reliability DEFINITY ECS includes: ■ Two con...

Introduction 555-230-024 1-20 Issue 5 January 1998 Figure 1-11 shows two control carriers and two Center Stage Switches in a criti-cal reliability, Center Stage duplex system. As shown in Figure 1-11, a fiber-optic cable connects each port network to the Center Stage Switch, and another fiber-optic ...

Connections to ECS Issue 5 January 1998 1-21 555-230-024 Connections to ECS DEFINITY ECS can be connected to communications paths that transmit voice and data signals between the system and a Central Office and/or other systems. The system can also be connected to public and private networks. Other ...

Introduction 555-230-024 1-22 Issue 5 January 1998 Figure 1-12. Typical DEFINITY ECS Connections 1) Wireless System 8) Digital Facilities 2) Multimedia Call Center 9) Analog Facilities 3) Business Telephone 10) Data Terminals 4) Telephone with Data Module 11) Host Computer 5) Data Terminal 12) Data ...

Connections to ECS Issue 5 January 1998 1-23 555-230-024 Adjunct Connections In addition to station connections, DEFINITY ECS includes many connections for adjunct (subordinate, related) equipment. The system provides an advanced X.25 (called BX.25) dedicated link adjunct interface, which can suppor...

Introduction 555-230-024 1-24 Issue 5 January 1998 ■ Inbound Call Management ■ DEC Computer Integrated Telephony programming library ■ Computer telephony integration DEFINITY ECS uses an analog line circuit to support voice adjunct and interface functions such as: ■ Loudspeaker paging ■ Music-on-hol...

Connections to ECS Issue 5 January 1998 1-25 555-230-024 Network Connections Lucent Technologies has been a leader in providing compatibility with the Q-SIG global networking protocol. This means you can connect the DEFINITY ECS with other switches throughout the world. Q-SIG Global Networking was d...

Introduction 555-230-024 1-26 Issue 5 January 1998 Remote Service DEFINITY ECS’s remote-service capabilities allow greater flexibility in configuring your system. Although the system has high capacity and supports up to 25,000 lines, you may need to serve some users who are far from the main system....

Industry Applications 555-230-024 2-2 Issue 5 January 1998 Higher Education University and college administrators continually seek to: — Ensure reliable telephone service — Organize course offerings and events — Coordinate information and services — Communicate easily with the outside world — Teach ...

Higher Education Issue 5 January 1998 2-3 555-230-024 ■ Calls and leaves a message for the appropriate teacher when a course nears its enrollment limit. ■ Connects with the school’s billing system to total fees or allow the student to pay with a credit card. 5. When the student is finished registeri...

Industry Applications 555-230-024 2-4 Issue 5 January 1998 to. The communications system must therefore be flexible enough to handle fluc-tuating call volume while satisfy each caller’s particular needs. Here’s how DEFINITY ECS’s Call Center tools meet these needs: ■ Automatic Call Distribution rout...

Higher Education Issue 5 January 1998 2-5 555-230-024 ■ Desktop Conferencing Systems enable students to see and speak with one another and also collaborate on documents. They can create and jointly edit documents that may reside on only one computer in one location. The students can work together as...

Industry Applications 555-230-024 2-6 Issue 5 January 1998 Healthcare The healthcare industry may include providers, insurance companies, employers, patients, researchers, pharmaceutical companies, and the government. Healthcare administrators worldwide seek to: — Maximize resources to reduce or con...

Healthcare Issue 5 January 1998 2-7 555-230-024 the escort enters a short code on the telephone. This indicates to the housekeeping staff that the patient has left, and the room is ready to prepare for the next patient. When the housekeeping staff has cleaned the room, they enter a code to alert adm...

Industry Applications 555-230-024 2-8 Issue 5 January 1998 Maximize Productivity and Efficiency Many healthcare facilities participate in an integrated health network consisting of numerous hospitals, clinics, doctors, offices, laboratories, and other medical facilities. Although they are often auto...

Healthcare Issue 5 January 1998 2-9 555-230-024 By using Lucent Technologies products, healthcare facilities can reap the follow-ing benefits: ■ Improved communication between staff members in different locations ■ Simplified administration of dispersed systems ■ Better response to true emergencies ...

Healthcare Issue 5 January 1998 2-11 555-230-024 DEFINITY ECS offers an easy way to help the healthcare industry: ■ I NTUITY CONVERSANT enables a health information hotline, which is an audio library of health tips and procedures. This allows patients to help themselves. It can separate calls into g...

Hospitality Issue 5 January 1998 2-13 555-230-024 ■ Remote consultations by non-physician medical staff, which are often difficult to arrange in rural areas. Nutritionists, for example, are particularly scarce in remote settings. A nutritionist can use video to communicate with a patient in a distan...

Industry Applications 555-230-024 2-14 Issue 5 January 1998 Improve Operating Efficiency and Safety Hospitality service facilities continuously deal with fluctuating economies, and must maintain maximum efficiency to ensure smooth operations and productive employees. Three ways hotels can improve op...

Hospitality Issue 5 January 1998 2-15 555-230-024 ■ Provide phones with modem hookups and conference call capabilities. ■ Provide voice and fax messaging services. DEFINITY products can provide the following capabilities to the hospitality indus-try to enhance guest services: ■ Guest activity report...

Industry Applications 555-230-024 2-16 Issue 5 January 1998 Financial Services The financial services industry may include banking institutions, credit unions, insurance companies, mutual funds companies, and brokerage firms. These types of businesses are nearly indistinguishable from one another in...

Financial Services Issue 5 January 1998 2-17 555-230-024 Automate Routine Transactions In many countries, as much as a quarter of all bank transactions are conducted by telephone. For related businesses such as brokerage houses, the percentage can be much higher. Typically, at least half of these ca...

Industry Applications 555-230-024 2-18 Issue 5 January 1998 Q-SIG Global Networking Lucent Technologies has been a leader in providing equipment compatible with Q-SIG, a global standard for vendor-independent networking. Q-SIG has been adopted by the International Standardization Organization, ensur...

Industry Applications 555-230-024 2-20 Issue 5 January 1998 Here are some additional ways DEFINITY ECS can help you serve your customers: ■ I NTUITY CONVERSANT brokerage applications allow your brokerage customers who use car telephones to access account information by speaking rather than pressing ...

Wholesale Distribution Issue 5 January 1998 2-21 555-230-024 Provide Convenient Access to Product Information I NTUITY AUDIX allows retailers to get product information at the touch of a button. For example, when a clothing retailer calls the wholesaler’s product information number, AUDIX presents t...

Issue 5 January 1998 3-1 555-230-024 3 Call Center Solutions DEFINITY Call Center applications are designed to efficiently connect each caller with the representative best suited to serve that caller. The DEFINITY ECS begins the process by capturing information about the caller even before the call ...

Automatic Call Distribution (ACD) Issue 5 January 1998 3-3 555-230-024 In the Figure 3-1 example of a travel agency, Hunt Group A receives calls only when agents are available since it has no queue. Calls to Hunt Group B can be queued while agents are unavailable, and redirected to Hunt Group C if n...

Call Vectoring Issue 5 January 1998 3-5 555-230-024 ■ Dialed-Number Identification Service allows agents to identify (via display telephones) the purpose of each incoming call and greet the caller appro-priately. ■ Automatic Available hunt group allows CONVERSANT Voice Information System or other “n...

Call Center Solutions 555-230-024 3-6 Issue 5 January 1998 Vector Directory Numbers and Vectors Calls access DEFINITY ECS vectors using vector directory numbers (Vector Directory Numbers). A Vector Directory Number is a “soft” extension number that is not assigned to a physical equipment location. A...

Look-Ahead Interflow Issue 5 January 1998 3-7 555-230-024 Off-loading of Periodic Excess Calls A vector can check conditions in the targeted hunt group, such as the number of calls already in queue. If the number is above a certain threshold, the vector bypasses that hunt group and routes the call t...

Call Center Solutions 555-230-024 3-8 Issue 5 January 1998 Look-Ahead Interflow is available on private network ISDN-PRI or Software Defined Network connections. Call Prompting Call Prompting, an integrated subset of Call Vectoring, may be used in various applications to enhance call handling based ...

Expert Agent Selection Issue 5 January 1998 3-9 555-230-024 Call Distribution Based on Skill Calls that require certain agent skills (such as “speaks Spanish” or “knowledge-able about Product X”) can be matched to an agent who matches the required skill. You can assign one of up to 600 skill numbers...

Call Center Solutions 555-230-024 3-10 Issue 5 January 1998 ■ Name — calls to or from the agent display the name associated with the agent login ID and not the name associated with the telephone. ■ Coverage — when the agent is logged out, busy or does not answer, calls to the login ID go to the cove...

CallVisor Adjunct Switch Application Interface Issue 5 January 1998 3-11 555-230-024 These capabilities are provided by the converse command, which is an enhancement to basic call vectoring. The integration of Voice Response Units with vector processing provides the following advantages: ■ Access to...

Call Center Solutions 555-230-024 3-12 Issue 5 January 1998 CentreVu Call Management System The CentreVu Call Management System collects call traffic data, formats man-agement reports, and provides an administration interface for Automatic Call Dis-tribution on your DEFINITY ECS. It helps you manage...

CentreVu Supervisor Issue 5 January 1998 3-13 555-230-024 In addition to standard reports, the CentreVu Call Management System has a comprehensive, optional forecasting system that can help you predict the num-ber of ACD agents you will need at some future date. You can use archived Cen-treVu Call M...

Call Center Solutions 555-230-024 3-14 Issue 5 January 1998 The Basic Call Management System collects and processes DEFINITY ECS’s ACD call data (up to seven days) within the system; an adjunct processor is not required to produce call management reports. The Basic Call Management System provides va...

Call Center Summary Issue 5 January 1998 3-15 555-230-024 Figure 3-2. A DEFINITY Call Center 1) Your Office Building 8) CentreVu Supervisor 2) DEFINITY ECS 9) CallVisor Adjunct Switch Applications Interface 3) Remote Agents Using DEFINITY Extender 10) I NTUITY Conversant Voice Response System 4) Rem...

Call Center Solutions 555-230-024 3-16 Issue 5 January 1998 Table 3-1 summarizes the four Call Center packages available with the DEFINITY ECS. These packages are available for all versions of the system. Specific con-figurations depend on the number of agents in the call center. Table 3-1. Call Cen...

Computer-Telephone Integration Solutions 555-230-024 4-2 Issue 5 January 1998 DEFINITY PC Console Lucent Technologies DEFINITY PC Console allows your call attendants to handle incoming calls efficiently by personal computer. Using the familiar Microsoft Win-dows graphical interface, the attendants c...

CallVisor Adjunct Switch Application Interface Issue 5 January 1998 4-3 555-230-024 AT&T/Lucent Technologies has established development partnerships for ASAI with IBM, Hewlett-Packard, Dialogic, GIS, Tandem Computers, Stratus Computers, and Novell. Lucent Technologies is offering ASAI to meet s...

Computer-Telephone Integration Solutions 555-230-024 4-4 Issue 5 January 1998 Routing. Lets the system request routing information for a call from an application on the computer. The application provides a route or destination for the call on or not on the system. For example, when a call arrives, t...

CallVisor Adjunct Switch Application Interface Issue 5 January 1998 4-5 555-230-024 call when it comes into a station, manipulate the call while it is at the station, and invoke station features like lighting the message waiting light, setting Send All Calls, or Call Forward. These capabilities coul...

Computer-Telephone Integration Solutions 555-230-024 4-6 Issue 5 January 1998 cation program interface known as CallPath’ Services Architecture. Digital Equipment Corporation works with an application program DEFINITY ECS inter-face called Computer Integrated Telephony. Lucent Technologies CallVisor...

CallVisor ASAI Maintenance Services Issue 5 January 1998 4-9 555-230-024 — Acceptance Testing — Provides assistance in the design and execution of a project acceptance test plan. ■ Single Point of Contact — With this service option, Lucent Technologies manages the entire implementation of call cente...

Computer-Telephone Integration Solutions 555-230-024 4-10 Issue 5 January 1998 Tandem Computers Incorporated and Lucent Technologies have announced development of an applications interface to link Tandem NonStop fault-tolerant computer systems and the DEFINITY ECS. This agreement lets both companies...

PassageWay Issue 5 January 1998 4-11 555-230-024 PassageWay Direct Connection PassageWay Direct Connection links your company’s desktop personal comput-ers with an easy-to-use Microsoft Windows interface to give you greater business communications capabilities than either the telephone or the person...

PassageWay Issue 5 January 1998 4-13 555-230-024 Figure 4-2. PassageWay Direct Connect Configurations PassageWay Fast Call for Direct Connection PassageWay Fast Calling Feature for Direct Connection is a Windows-based application which was developed by Aurora Systems for a variety of Lucent Tech-nol...

Computer-Telephone Integration Solutions 555-230-024 4-14 Issue 5 January 1998 The Fast Calling Feature resides between PassageWay and any Windows-based application on your Local Area Network, desktop personal computer, or mainframe. This approach allows existing applications to be simply and quickl...

Issue 5 January 1998 5-1 555-230-024 5 Hospitality Solutions Keeping guests happy is essential in the lodging business. DEFINITY ECS offers an array of features that enhance guest services, including some that were previ-ously only available on Lucent’s smaller GuestWorks™ server . Essential Guest- ...

Issue 5 January 1998 5-3 555-230-024 Figure 5-1. DEFINITY ECS Hospitality Integration The general advantages of using DEFINITY ECS in the Hospitality industry are touched upon in Chapter 2, "Industry Applications". The following sections provide a closer look at I NTUITY Lodging, the GuestWo...

Hospitality Solutions 555-230-024 5-4 Issue 5 January 1998 INTUITY Lodging Lucent Technologies I NTUITY Lodging is a messaging system designed espe- cially for lodging establishments such as hotels or other lodging providers such as hospitals or colleges. The system supplies guests with electronic m...

INTUITY Lodging Issue 5 January 1998 5-5 555-230-024 Language Options Guests can hear voice mail prompts and menus in one of several languages. Up to nine different languages may be installed and used at the same time. The attendant enters the guest’s desired language at check-in time. The guests wi...

Hospitality Solutions 555-230-024 5-6 Issue 5 January 1998 DEFINITY ECS Hospitality Enhancements DEFINITY ECS inherently provides some of the features of Lucent Technologies’ Guestworks server , a smaller communications server designed for the hospitality industry. Recent enhancements to DEFINITY EC...

E911/CAMA Trunk Issue 5 January 1998 5-7 555-230-024 Attendant Crisis Alert The Attendant Crisis Alert feature provides a visual, audible, and printed record when guests or staff place a call to the local emergency service agency. This gives hotel personnel the ability to assist emergency personnel ...

Issue 5 January 1998 6-1 555-230-024 6 Mobility Solutions Most businesses today struggle to improve customer service and increase profits while they control costs and staff size. That means employees have to be more productive, more responsive, and often more mobile. Wireless solutions allow you to ...

Mobility Solutions 555-230-024 6-2 Issue 5 January 1998 Medium Range Mobility Solution AT&T’s TransTalk 9000 (Figure 6-1) is a multiline, single zone solution that allows you to roam up to 700 feet (230 meters) from the base station. It effectively cov-ers up to 500,000 square feet (150,000 squa...

Long Range Mobility Solutions Issue 5 January 1998 6-3 555-230-024 ■ Battery pack and optional battery backup ■ Rapid battery charger (2 1/2 hours) ■ Dynamic power adjustment ■ Mute button ■ Mobility range test capabilities Long Range Mobility Solutions Lucent Technologies offers two robust systems ...

Mobility Solutions 555-230-024 6-4 Issue 5 January 1998 The DEFINITY Wireless Business System and the Forum™ Personal Communications Manager are similar in many respects. The DEFINITY Wireless Business System can be integrated with the DEFINITY ECS, and thus has some inherent efficiencies. The Forum...

Issue 5 January 1998 7-1 555-230-024 7 Telecommuting Solutions Lucent Technologies research, supported by industry studies, shows that tele-commuters are generally 15 to 30 percent more productive when they work at home. They convert travel time into productive work time, are less likely to be dis-t...

Telecommuting Solutions 555-230-024 7-2 Issue 5 January 1998 back to call coverage (voice messaging or an attendant) if the telecommuter is busy or unavailable. The seamless connections give the caller the impression that the telecommuter is actually in the office. The module makes the power of DEFI...

Issue 5 January 1998 7-3 555-230-024 Extended User Administration of RedirectedCalls (Telecommuting Access) Extended User Administration of Redirected Calls (also called Telecommuting Access) allows you to change the lead call coverage path or forwarding exten-sion from any on-site or off-site locat...

Telecommuting Solutions 555-230-024 7-4 Issue 5 January 1998 ■ Outcalling automatically dials a prearranged phone number or pager when messages are received in a user’s mailbox. The system tells whoever answers that messages have been received. ■ Priority Outcalling provides outcalling notification ...

Issue 5 January 1998 8-1 555-230-024 8 Data Management Solutions DEFINITY ECS is designed for fast, efficient, and reliable movement and man-agement of data as well as voice information. All information transmitted through the system is carried in a digital format. Analog signals — both voice and da...

Data Management Solutions 555-230-024 8-2 Issue 5 January 1998 ■ Your data communications system will benefit from many of DEFINITY ECS’s capabilities. For example, voice features such as Abbreviated Dialing, Queuing, and Automatic Route Selection can also be applied to data communications. DEFINITY...

Data Management Features Issue 5 January 1998 8-3 555-230-024 1 Figure 8-1. DEFINITY ECS Wideband Switching Supports Your High-Speed Data Communications Requirements ■ Administered Connections automatically establish an end-to-end connection between two data endpoints. An administered connection can...

Data Management Solutions 555-230-024 8-4 Issue 5 January 1998 ■ Default Dialing enhances computer dialing by allowing a computer user to place a data call to a pre-administered destination by simply entering a carriage return at the “DIAL:” prompt. This gives computer users who dial a specific numb...

Digital Interfaces Issue 5 January 1998 8-5 555-230-024 Digital Communications Protocol Digital Communications Protocol (DCP), a forerunner of ISDN-Basic Rate Inter-face, has been the architectural foundation for Lucent Technologies digital serv-ers and switches. It provides advanced ISDN-like funct...

Digital Interfaces Issue 5 January 1998 8-9 555-230-024 8000-Series Data Modules The 8400B Plus data module is a 2-wire version of the 7400B Plus data module described in the previous section. The 8500B ExpressRoute 1000 is similar to the 7500B described on the previous section. It is designed for s...

Data Management Solutions 555-230-024 8-10 Issue 5 January 1998 access digital or analog facilities at will. DEFINITY ECS inserts the conversion resources when appropriate. DEFINITY ECS modem pools are assigned into modem pool groups. A group can have up to 32 modems, called “members.” DEFINITY ECS ...

Mode Code Interface Issue 5 January 1998 8-11 555-230-024 Mode Code Interface DEFINITY ECS supports an analog Mode Code interface for communications with I NTUITY AUDIX and other voice mail systems using the same interface. This interface employs DTMF tones, line signals, and feature access codes, a...

DEFINITY AUDIX Voice Messaging System Issue 5 January 1998 9-3 555-230-024 The entire system is contained on circuit cards, occupying five consecutive slots in a switch carrier. All the major components are economically mounted onto the multifunction board using the latest technology in large scale ...

Voice Processing Solutions 555-230-024 9-4 Issue 5 January 1998 Easy Installation and Expansion The DEFINITY AUDIX System was designed for easy installation. There are no special power or cabling adjustments required. In fact, the system is as easy to install as a DEFINITY System circuit pack. Syste...

DEFINITY AUDIX Voice Messaging System Issue 5 January 1998 9-5 555-230-024 Summary of DEFINITY AUDIX Features DEFINITY AUDIX is a powerful voice mail system that enables you to create, store, send, and receive spoken messages electronically. Spoken prompts guide you as you enter simple one- or two-k...

Voice Processing Solutions 555-230-024 9-6 Issue 5 January 1998 ■ Automatic Message Scan can play all new messages in part or in their entirety without requiring you to press additional buttons, which is particularly useful when you are getting messages from your mobile phone. ■ Sending Restrictions...

INTUITY Lodging Issue 5 January 1998 9-7 555-230-024 ■ Pre-Addressing allows you to address a message before recording it. ■ Integrated Messaging allows you access and manage incoming voice, fax, and e-mail messages and file attachments from your personal computer or your telephone. A voice message ...

Voice Processing Solutions 555-230-024 9-8 Issue 5 January 1998 ■ Ability to send and receive fax-only or voice-fax messages, to view faxes on your PC, and optionally to print faxes. ■ Recording, addressing, and scheduling messages. ■ Replying to messages and forwarding messages. ■ Annotating messag...

INTUITY CONVERSANT System Issue 5 January 1998 9-9 555-230-024 The system can handle single or multiple voice-response applications simulta-neously, and can serve up to 48 callers at once. It can operate by itself to dis-pense information or collect data, or it can work with a host computer to acces...

Voice Processing Solutions 555-230-024 9-10 Issue 5 January 1998 CONVERSANT Form Filler Plus The versatile Form Filler Plus applications package for the CONVERSANT System lets you efficiently create a system that converts a caller’s spoken responses to scripted prompts into usable data. Possible use...

Issue 5 January 1998 10-1 555-230-024 10 Desktop Solutions The communications needs of the people in your company may vary widely. Some may need only basic telephone service. Others may need effective mes-saging services to save valuable time. Still others may require high speed data communications ...

Telephone Features Issue 5 January 1998 10-3 555-230-024 speakerphone. The announcement appears on each telephone as a normal call. Recipients can pick up the handset to listen, but cannot respond. The announce-ment does not go to telephones that are being used. If all phones are being used, you (th...

Desktop Solutions 555-230-024 10-4 Issue 5 January 1998 Leave Word Calling Allows you, with the touch of a button, to leave a standard message (“Call me back,” for example) for others on the same switch. Whisper Page Allows an assistant or colleague to bridge onto your telephone conversation and giv...

Call Coverage Issue 5 January 1998 10-5 555-230-024 For example, you may want to be available in the evening hours during a special project. You might also want calls directed to the office during the day, and have all other calls directed to AUDIX. By specifying the appropriate lead-coverage paths,...

Desktop Solutions 555-230-024 10-6 Issue 5 January 1998 Figure 10-1. Typical DEFINITY ECS Call Coverage Options Voice Messaging and Call Coverage Often an AUDIX system is set up as the last point on a call-coverage path, as in Figure 10-1 above. A secretary or colleague who answers a redirected call...

Telephones and Workstations Issue 5 January 1998 10-7 555-230-024 Many other options are available. For example, a caller can redirect a call from the AUDIX system to an attendant. Or the caller can transfer to another extension instead of leaving a message. You can even have the AUDIX automated att...

Desktop Solutions 555-230-024 10-8 Issue 5 January 1998 three-way conference using the switchhook or flash button. You can access DEFINITY ECS voice features by either entering access codes from your touch-tone keypad or pressing feature buttons. Several models of analog tele-phones are available. D...

Telephones and Workstations Issue 5 January 1998 10-9 555-230-024 four-wire digital line circuit card. This is a significant benefit because it provides an easier transition to either a two-line or a four-line environment, therefore reduc-ing wiring expenses and installation adjustments. It also all...

Desktop Solutions 555-230-024 10-10 Issue 5 January 1998 releases, as well as with all earlier DEFINITY four-wire systems. The backward and forward compatibility of these telephones protects the investment you made in your existing wiring and your existing older version four-wire DEFINITY sys-tems. ...

Desktop Solutions 555-230-024 10-12 Issue 5 January 1998 Here are the most important features of the 9400 telephones: International Language Support. The new 9400 digital telephones are available with labels and user’s guides in several languages. Because the European requirements for the lettering ...

Teleconferencing Products Issue 5 January 1998 10-13 555-230-024 You can set up and supervise the bridge connections through an attendant con-sole. Participants can dial into a prearranged conference at a specified time. The calls are then connected automatically, or can be screened by the attendant...

Desktop Solutions 555-230-024 10-14 Issue 5 January 1998 Figure 10-3. Soundstation EX with External Microphones The equipment’s full-duplex technology allows conferees to speak at the same time, thus eliminating the tendency conventional speakerphones have of clipping — failing to transmit the begin...

Teleconferencing Products Issue 5 January 1998 10-15 555-230-024 SoundStation The SoundStation has three microphones and a digitally tuned speaker that pro-vide 360-degree coverage, whether you use the system in an office or a confer-ence room. It connects to an analog telephone line. The built-in k...

Issue 5 January 1998 11-1 555-230-024 11 Multimedia Solutions Multimedia complex The multimedia complex is the solution to handling the following calls: ■ Multimedia calls ■ Conference calls ■ Voice-Only calls The multimedia complex is built from: ■ A multimedia-equipped BRI-connected PC ■ A non-BRI...

Multimedia Solutions 555-230-024 11-2 Issue 5 January 1998 High-Level feature description The hardware required to create a multimedia station is connected together as a multimedia complex. A multimedia complex consists of the following: ■ A monitor, keyboard, and PC ■ A multi-function telephone The...

Multimedia Call Handling Issue 5 January 1998 11-3 555-230-024 Multimedia Call Handling DEFINITY ECS enables you to administer two devices as a multimedia call com-plex. Composed of a voice terminal and a personal computer and/or data mod-ule, the complex handles both voice and video calls. Multimed...

Multimedia Call Handling Issue 5 January 1998 11-5 555-230-024 Figure 11-1. DEFINITY ECS Multimedia Call Handling 1) One number access 5) Call redirection 2) Multimedia call complex 6) Multimedia conferencing 3) Multimedia to voice conversion 7) BRI data connection 4) Standard voice call handling 8)...

Multimedia Solutions 555-230-024 11-6 Issue 5 January 1998 Multimedia Applications Server Interface The Multimedia Applications Server Interface provides a link between the DEFIN-ITY ECS and one or more Multimedia Communications Exchange nodes. A Multi-media Communications Exchange is a stand-alone ...

Video Products and Services Issue 5 January 1998 11-7 555-230-024 This section will introduce you to the visual communication products that you can connect to your DEFINITY ECS to create a premier communications solution that satisfies all your needs — voice, data and video — just by dialing a telep...

Video Products and Services Issue 5 January 1998 11-9 555-230-024 Desktop Conferencing Systems Many meetings involve just two or three individuals who need to share informa-tion — whether it be text, data, graphics, or some other form of information. And with larger teams of people, these individual...

Multimedia Solutions 555-230-024 11-10 Issue 5 January 1998 The MultiPoint Control Unit uses the ITU-T H.320 video conferencing standard to connect the video endpoints, assuring compatibility with other video endpoints that conform to the standard. In addition to compatibility, the H.320 standard en...

Issue 5 January 1998 12-1 555-230-024 12 Networking Solutions DEFINITY ECS provides not only powerful voice and data capabilities, but con-nections to a variety of voice and data networks as well. AT&T/Lucent Technolo-gies has long been a leader in networking. DEFINITY ECS continues to build on ...

Networking Solutions 555-230-024 12-2 Issue 5 January 1998 The latest QSIG enhancements enable the system to move calls from their origi-nal paths to new paths that cost less or use resources more efficiently. New paths can be set up as the call is established, while it is being forwarded, or while ...

Network Management Features Issue 5 January 1998 12-3 555-230-024 International Direct Distance Dialed calls generally consist of an international access code, a country code, and a national number. Both codes may vary in length. DEFINITY ECS support for International Direct Distance Dialed calls el...

Networking Solutions 555-230-024 12-4 Issue 5 January 1998 Automatic Route Selection Automatic Route Selection routes public network calls on the most desirable (usually the most economical) trunking facilities available on your DEFINITY ECS when the call destinations are accessible through your pub...

Network Management Features Issue 5 January 1998 12-5 555-230-024 Subnetwork trunking provides digit insertion, deletion, pauses, and/or wait for dial tone in digit outpulsing, as required, to permit calls to route to or through a remote switch, over tie trunks to a private network switch, or over c...

Networking Solutions 555-230-024 12-6 Issue 5 January 1998 system management tools. DEFINITY ECS does not require the Facility Restric-tion Level to be in an ascending order when administered in the patterns or pref-erences through system management. When a call is attempted, the system compares the...

Networking Solutions 555-230-024 12-8 Issue 5 January 1998 Intrusion Intrusion is similar to Forced Disconnect, except that it allows a network operator to interrupt a local call and announce an incoming toll call. The operator hears and speaks only with the party to whom the toll call is directed. ...

Network Interfaces and Equipment Issue 5 January 1998 12-9 555-230-024 Local Exchange Trunks Local exchange trunks connect DEFINITY ECS to a central office. The following are some of the types available: ■ Central office trunks, which connect DEFINITY ECS to the local central office for incoming and...

Network Interfaces and Equipment Issue 5 January 1998 12-11 555-230-024 Configuring your DEFINITY ECS with an alternate voice/data DS1 interface does the following: ■ Uses out-of-band signaling in which signaling information is multiplexed onto one of the 64-kbps digital channels ■ Permits end-to-en...

Networking Solutions 555-230-024 12-12 Issue 5 January 1998 Stratum 3 clock is an optional external hardware adjunct for DEFINITY ECS that is more accurate than standard systems. Stratum 3 clock has a maximum of 2.5 minutes of allowable error per year. The standard clock used in DEFINITY ECS and man...

Networking Solutions 555-230-024 12-14 Issue 5 January 1998 Figure 12-1. DEFINITY ECS and ISDN 1) DEFINITY ECS 6) Private ISDN 2) DEFINITY ECS 7) Public ISDN 3) DEFINITY ECS 8) Public and Private Networks 4) Basic Rate Interface Telephone 9) Central Office Switch 5) Passive Bus 10) Tandem Switch 8 8...

Networking Solutions 555-230-024 12-16 Issue 5 January 1998 ■ Temporary signaling connections are virtual packet-oriented D channel connections used to exchange user-to-user information on DCS over ISDN D channel and DCS AUDIX applications. Call-associated temporary signaling connections permit info...

Networking Solutions 555-230-024 12-18 Issue 5 January 1998 Electronic Tandem Network If your company requires a medium to large network spanning a large geo-graphic area, nationwide or even worldwide, Electronic Tandem Network is the answer. An Electronic Tandem Network is a wide-area private netwo...

Networking Solutions 555-230-024 12-20 Issue 5 January 1998 ■ Calling-Party Name Display — If your telephone is equipped with a digital display, information about the person calling you is displayed before you pick up the receiver. You can know who is calling if that person is in a nearby building o...

Wideband Signaling Issue 5 January 1998 12-21 555-230-024 Distributed Communication System nodes are connected by tie trunks (using DS1 and ISDN-Primary Rate Interface facilities, for example). In addition, a data link is provided between the various nodes (additional equipment such as a data module...

Service Upgrade Solutions 555-230-024 13-2 Issue 5 January 1998 Connecting to a Network Upgrading telephone service in remote areas sometimes requires adapting equipment to work with unusual protocols. DEFINITY systems have been quickly modified to be compatible with networks in the remotest parts o...

Storing New Equipment Issue 5 January 1998 13-3 555-230-024 Storing New Equipment In one area, a steel plant’s old communications system had occupied an entire floor of one building. A four-story building was planned for housing the new switch. The compact DEFINITY ECS required only one 4 X 8 meter ...

Service Upgrade Solutions 555-230-024 13-4 Issue 5 January 1998 Seamless Integration Often when you must considerably enlarge your communications system, you are essentially charged the equivalent of a new, larger system. This is not the case with DEFINITY ECS. The hardware and software are bundled ...

Issue 5 January 1998 14-1 555-230-024 14 System Management Solutions Managing a powerful communications system like DEFINITY ECS was once a for-midable task, requiring specially trained administrators who could operate com-plex programming tools. But, as the capabilities of systems become more sophi...

System Management Solutions 555-230-024 14-2 Issue 5 January 1998 System Management Terminaland Applications DEFINITY ECS Management Terminal and Enterprise Management Applications are two fundamental options for managing different systems based on size and requirements. They have been designed with...

System Management Solutions 555-230-024 14-4 Issue 5 January 1998 — Generate (download) merged station and model data to the switch — Perform audits ■ AUDIX Data Exchange allows you to transfer common data between a switch station form and an AUDIX subscriber form. This allows you to use your PC for...

System Access Issue 5 January 1998 14-5 555-230-024 tem in the network. When an alarm occurs on any of the systems, the icon repre-senting the switch changes color, indicating the severity of the alarm. The system then allows you to zoom in on the various switch components to target the trou-ble. It...

System Management Solutions 555-230-024 14-6 Issue 5 January 1998 Concurrent User Sessions In order to increase the efficiency of administration and maintenance functions, the DEFINITY ECS switch accommodates multiple concurrent administration and maintenance user sessions. Three or more devices (ma...

Terminal Administration Issue 5 January 1998 14-7 555-230-024 Administration Without Hardware can be used to streamline system initializations, major additions, and rearrangement/changes by allowing telephone translations to be entered before the actual ports are assigned. DEFINITY ECS Administratio...

System Management Solutions 555-230-024 14-8 Issue 5 January 1998 administrators can control who uses terminal translation initialization — and when. Scheduling DEFINITY ECS’s functional scheduling allows you to specify the time a command will be executed or to specify that it should be executed on ...

Performance Measurements Issue 5 January 1998 14-9 555-230-024 ■ Class-of-Service report lists the extensions that have a particular Class of Service value or that fall within a range of Class of Service values. ■ Site Data report lists, by extension, the site data associated with stations in the sy...

System Management Solutions 555-230-024 14-12 Issue 5 January 1998 links. This report lists the measurements for all calls, intercom calls, incoming trunk calls, outgoing trunk calls, and tandem calls for each port network. All of these measurements are accessible to an external host via the operati...

System Management Solutions 555-230-024 14-14 Issue 5 January 1998 Call Charge Information DEFINITY ECS provides two ways to know the approximate charge for outgoing calls: ■ Advice of Charge — For ISDN trunks Advice of Charge collects charge information from the public network for each outgoing cal...

System Management Solutions 555-230-024 14-16 Issue 5 January 1998 Call Accounting System for Windows The Call Accounting System for Windows allows you to generate comprehensive and accurate accounting reports using the familiar Microsoft Windows environ-ment, which allows you to run several tasks a...

Security Issue 5 January 1998 14-17 555-230-024 The system makes it easy for you to generate a wide variety of accounting and system reports. For example, the Facility Grade of Service Report helps identify the number of number of trunk lines needed to respond efficiently to incoming calls. You can ...

System Management Solutions 555-230-024 14-18 Issue 5 January 1998 Call Restrictions By dialing an access code, administrators and attendants have the ability to restrict users from making or receiving certain types of calls. There are five restrictions: ■ Outward — User cannot place external calls....

Issue 5 January 1998 A-1 555-230-024 A Features This appendix provides a description of each feature of DEFINITY ECS arranged in the following categories: ■ "Automatic Routing Features" on page A-2 ■ "Basic Features" on page A-5 ■ "Call Center Features" on page A-33 ■ "Ho...

Features 555-230-024 A-2 Issue 5 January 1998 Automatic Routing Features DEFINITY ECS provides a variety of automatic-routing features for public and pri-vate networks. Automatic Alternate Routing (AAR) and Automatic Route Selection (ARS) are the foundation for these automatic-routing features. They...

Automatic Routing Features Issue 5 January 1998 A-3 555-230-024 AAR/ARS Partitioning Allows AAR and ARS to be partitioned into 8 user groups within a single DEFIN-ITY ECS and provides individual routing treatment for each of these user groups. User groups share the same Partition Group Number, which...

Features 555-230-024 A-4 Issue 5 January 1998 Look Ahead Routing Provides an efficient way to use trunking facilities. It allows you to continue to try to reroute an outgoing ISDN-PRI call that is not completing. When DEFINITY ECS receives a cause value that indicates congestion, Look Ahead Routing ...

Basic Features Issue 5 January 1998 A-5 555-230-024 Basic Features The following features come standard with DEFINITY ECS. Abbreviated Dialing Provides lists of stored numbers you can use to: ■ Place local, long-distance, and international calls ■ Activate features ■ Access remote computer equipment...

Features 555-230-024 A-6 Issue 5 January 1998 Alternate Operations Support System AlarmNumber Allows you to establish a second number for the system to call when an alarm-able event occurs. This feature is useful for alerting a second support organiza-tion, such as INADS or OneVision. Answer Detecti...

Basic Features Issue 5 January 1998 A-7 555-230-024 Attendant Call Waiting Allows an attendant to let a single-line telephone user who is on the phone know that a call is waiting. The attendant is then free to answer other calls. The atten-dant hears a call waiting ringback tone and the busy telepho...

Features 555-230-024 A-8 Issue 5 January 1998 Attendant Direct Extension SelectionWith Busy Lamp Field Allows the attendant to keep track of extension status — whether the extension is idle or busy — and to place or extend calls to extension numbers without having to dial the extension number. The a...

Basic Features Issue 5 January 1998 A-9 555-230-024 Attendant Recall Allows users to recall the attendant when they are on a two-party call or on an Attendant Conference call held on the console. Single-line users press the Recall button or flash the switchhook to recall the attendant. Multiappearan...

Features 555-230-024 A-10 Issue 5 January 1998 Authorization Codes Authorization Codes extend calling-privilege control and enhance security for remote-access callers. Authorization codes may be used to: ■ Override facility restriction levels assigned to originating stations or trunks ■ Restrict ind...

Basic Features Issue 5 January 1998 A-11 555-230-024 Automatic Transmission Measurement System Measures voice and data trunk facilities for satisfactory transmission perfor-mance. The measurement report contains data on trunk signal loss, noise, sig-naling return loss, and echo return loss. Acceptab...

Features 555-230-024 A-12 Issue 5 January 1998 Bulletin Board The bulletin board is a place on the switch where you can post information and receive messages from other switch users, including Lucent Technologies per-sonnel. Anyone with appropriate permissions can use the bulletin board for everyday...

Basic Features Issue 5 January 1998 A-13 555-230-024 Call Coverage Call Coverage provides automatic redirection of calls that meet specified criteria to alternate answering positions in a Call Coverage path. A coverage path can include any of the following: a telephone, an attendant group, a uniform...

Basic Features Issue 5 January 1998 A-17 555-230-024 Dialed Number Identification Service Displays, for a called party or answering position, the service or product associ-ated with an incoming call. You administer what the system displays. Distinctive Ringing Helps users and attendants distinguish ...

Features 555-230-024 A-20 Issue 5 January 1998 Individual Attendant Access Allows you to call a specific attendant console. Each attendant console can be assigned an individual extension number. Integrated Directory Allows users with display-equipped telephones to access the system database, use the...

Basic Features Issue 5 January 1998 A-21 555-230-024 Intercom — Automatic Allows two users to talk together easily. Calling users press the Automatic Inter-com button and lift the handset. The called user receives a unique intercom ring and the intercom lamp, if provided, flashes. With this feature,...

Features 555-230-024 A-22 Issue 5 January 1998 Line Lockout Removes single-line telephone extension numbers from service when users fail to hang up after receiving dial tone for 10 seconds (default) and then an intercept tone for 30 seconds (default). These intervals are administrable. The out-of-se...

Basic Features Issue 5 January 1998 A-23 555-230-024 Manual signaling Allows one user to signal another user. The receiving user hears a two-second ring. The signal is sent each time the button is pressed by the signaling user. The meaning of the signal is prearranged between the sender and the rece...

Features 555-230-024 A-24 Issue 5 January 1998 the call appearance is automatically selected and, if you pick up the handset within five seconds, the call is automatically placed. The Preselection option overrides both of the other preference options. Music-on-Hold Access Automatically provides musi...

Basic Features Issue 5 January 1998 A-25 555-230-024 PC/PBX Connection PC/PBX Connection provides an integrated-voice and data-workstation interface from DEFINITY ECS to a 6300 or other compatible personal computer. The con-nection provides access to a variety of host computers, allowing the persona...

Features 555-230-024 A-26 Issue 5 January 1998 Privacy — Manual Exclusion Allows multi-appearance telephone users to keep other users with appearances of the same extension number from bridging onto an existing call. Exclusion is activated by pressing the Exclusion button on a per-call basis. Public...

Features 555-230-024 A-28 Issue 5 January 1998 Security Violation Notification Security Violation Notification (SVN) allows you to set security-related parameters and to receive notification when the limits that you have established are violated. You can run reports related to both valid and invalid...

Basic Features Issue 5 January 1998 A-29 555-230-024 Tenant Partitioning Allows partitioning of the system in order to lease the system’s services and fea-tures to tenants. This provides attractive new services and revenue for “virtual” landlords. It provides the robust features of a large system at...

Features 555-230-024 A-30 Issue 5 January 1998 Transfer Allows telephone users to transfer trunk or internal calls to other telephones within the system without attendant assistance. This feature provides a conve-nient way to connect a party with someone better qualified to handle the call. Sin-gle-...

Basic Features Issue 5 January 1998 A-31 555-230-024 Trunk Identification By Attendant Allows an attendant or display-equipped telephone user to identify a specific trunk being used on a call. This capability is provided by assigning a Trunk ID button to the attendant console or telephone. This feat...

Features 555-230-024 A-32 Issue 5 January 1998 Voice Message Retrieval Allows telephone users, remote access users, and attendants to retrieve Leave Word Calling and Call Coverage voice messages. It can be used to retrieve a user’s own messages or messages for another user. However, a different user...

Call Center Features Issue 5 January 1998 A-33 555-230-024 detection precise” is used in countries that, except for the continuous dial tone and discontinuous other tone, have tones with characteristics that do not match those expected by the tone detector board’s detect mode. The “level of tone det...

Call Center Features Issue 5 January 1998 A-35 555-230-024 destination specified by those digits. There are many different applications of the Call Vectoring feature, however, Call Vectoring is primarily used to handle the call activity of Automatic Call Distribution splits and skills. Calling Party...

Features 555-230-024 A-36 Issue 5 January 1998 Transmission Control Protocol/Internet Protocol transport (DEFINITY LAN Gate-way). CallVisor ASAI messages and procedures are based on the ITU-T Q.932 international standard for supplementary services. Direct Agent Announcement Direct Agent Announcement...

Call Center Features Issue 5 January 1998 A-37 555-230-024 Intraflow and Interflow Intraflow and Interflow allow you to redirect ACD calls from one split to another split. Intraflow redirects calls to other splits within the system using Call Coverage or Call Forwarding All Calls. Interflow redirect...

Features 555-230-024 A-38 Issue 5 January 1998 it with schedule-adherence packages to ensure that agents are performing scheduled activities at the scheduled time. You must have Expert Agent Selec-tion (EAS) enabled to use reason codes. Redirection on No Answer Redirects a ringing ACD split or skill...

Hospitality Features Issue 5 January 1998 A-39 555-230-024 Voice Response Integration Integrates Call Vectoring with the capabilities of voice response units such as the Lucent Technologies CONVERSANT Voice Information System. You can also inte-grate a voice response unit with ACD. All this provides...

Multimedia Features Issue 5 January 1998 A-41 555-230-024 Property Management System (PMS) Digit toInsert/Delete Many customer configurations base the room telephone extension on the room number by adding an extra leading digit. The PMS Insert/Delete Digit feature allows users to delete the leading ...

Private Networking Features Issue 5 January 1998 A-43 555-230-024 Multimedia multiple-port network In R6, the expansion to multiple-port networks required a distinction between G3r and G3si. For G3r, R6 supports the equivalent of 580 Basic mode complexes operating at 6CCS traffic level. All enhanced...

Private Networking Features Issue 5 January 1998 A-45 555-230-024 DCS Call Forwarding Allows users to forward all calls to a selected extension number within the distrib-uted communication system network or to an external number. If Call Forwarding and DCS Call Forwarding are both active, and if a c...

Features 555-230-024 A-46 Issue 5 January 1998 DCS Over ISDN-PRI D-channel Enhances DCS by allowing access to the public network for DCS connections between DCS switch nodes. With this feature, DCS features are no longer restricted to private facilities. The ISDN-PRI B-channel is used for voice comm...

Private Networking Features Issue 5 January 1998 A-47 555-230-024 Extension Number Portability Gives you the ability to assign any extension to any system in a subnetwork. Sta-tions can be moved across systems while retaining the original extension num-ber, as long as the systems are part of a defin...

Features 555-230-024 A-48 Issue 5 January 1998 DEFINITY ECS provides 3 levels of QSIG functionality: ■ Basic Call Setup — Supports basic call setup and number transport ■ Basic Supplementary Services — Supports Name Identification Services, Call Forwarding (Diversion), and Call Transfer ■ Supplement...

Private Networking Features Issue 5 January 1998 A-49 555-230-024 forms to ISO 13869 for QSIG Call Transfer By Join. This means that the transfer occurs through the system where the transferring user resides and if the transfer involves two trunks, neither is released after the transferring party is...

Features 555-230-024 A-50 Issue 5 January 1998 tem-Parameters form. QSIG Name and Number Identification displays up to 15 characters for the calling and connected name and up to 15 digits for the calling and connected number across ISDN-PRI interfaces. QSIG - Called/Busy Name Display A QSIG Called N...

Features 555-230-024 A-52 Issue 5 January 1998 Trunk Group Features DEFINITY ECS offers an array of features for managing trunk groups efficiently. DS1 Trunk Service Bit-oriented signaling that multiplexes 24 channels into a single 1.544-Mbps stream. DS1 can be used for voice or voice-grade data and...

Trunk Group Features Issue 5 January 1998 A-53 555-230-024 BRI connections through the public network, with a TN2185 on each end of the leased connection. R6 will not, however, allow customers to administer both end-points and trunks on the same TN556C circuit pack. NT QSIG Peer Protocol The NT side...

Features 555-230-024 A-54 Issue 5 January 1998 Multiple Subscriber Number (MSN) - Limited The ISDN standard MSN feature lets customers assign multiple extension to a single BRI endpoint. The MSN feature works with BRI endpoints that allow the Channel ID IE to be encoded as “preferred.” Call-by-Call ...

Issue 5 January 1998 B-1 555-230-024 B System Capacity Limits Overview This appendix provides information on the overall characteristics and capacities of the DEFINITY Systems. Multiple Offer Categories Beginning with DEFINITY ECS R6.2, the system software is administered upon initialization to spec...

System Capacity Limits 555-230-024 B-2 Issue 5 January 1998 Table B-1 summarizes the features and the capabilities between A and B. Table B-1. Offer Category A vs. B Offer Category A B Customer Options All Following Customer Options not allowed: ASAI Proprietary Adjunct LinksASAI InterfaceCAS MainCo...

System Capacity Limits Issue 5 January 1998 B-3 555-230-024 Table B-2 shows the system capacities for each category. System Capacity Limits The maximum parameters for the DEFINITY hardware and software items are listed on the following pages. These parameters apply to compact single-carrier cabinets...

System Capacity Limits 555-230-024 B-4 Issue 5 January 1998 Maximum entries 10,000/ 10,000 10,000 10,000 Group lists 100 100 100 1000 Maximum entries 100 100 100 100 Group lists per extension 3 3 3 3 System list 1 1 1 1 Maximum entries 100 100 100 100 Personal lists 2400 2400 2400 5000 Maximum entri...

System Capacity Limits Issue 5 January 1998 B-9 555-230-024 Time of day changes per table 5 5 5 5 Remote administration Coverage paths 2/NA 2/NA 2/NA 2/NA Call Detail Recording Intra-switch call trackable extensions 1000 1000 1000 5000 Maximum number of CDR records buffered in switch 300 300 300 190...

System Capacity Limits Issue 5 January 1998 B-15 555-230-024 Small cabinet standard reliability (upgrade only) NA NA 39 39 Per processor port network Multicarrier cabinet standard reliability NA NA 89 80 Single-carrier cabinet standard reliability NA NA 64 NA Enhanced single-carrier cabinet standard...

System Capacity Limits 555-230-024 B-18 Issue 5 January 1998 1. There is no limit on the maximum number of auto dial buttons (other than the system limit on buttoncapacity). See Station Button Capacity for system button limitations. 2. #VS models must have the J58890S-2 L8 CSCC hardware to support P...

Issue 5 January 1998 C-1 555-230-024 C References This section contains a list of user documents for the DEFINITY Enterprise Communications Server (ECS) Release 6. To order these or other DEFINITY documents, contact the Lucent Technologies Publications Center at the address and phone number on the b...

References 555-230-024 C-2 Issue 5 January 1998 DEFINITY ECS Release 6.2 — Change Description, Issue 1, 555-230-476 Gives a high-level overview of what is new in DEFNITY ECS Release 6. Describes the hardware and software enhancements and lists the problem corrections for this release. DEFINITY ECS R...

Basic DEFINITY ECS Documents Issue 5 January 1998 C-3 555-230-024 Provides procedures and information for hardware installation and initial testing of single-carrier cabinets.The Release 5 version of this document applies to Release 6 as well. This document is available in the following languages: E...

References 555-230-024 C-4 Issue 5 January 1998 Included are upgrade considerations, lists of required hardware, and step-by-step upgrade procedures. Also included are procedures to add control carriers, switch node carriers, port carriers, circuit packs, auxiliary cabinets, and other equipment. DEF...

Call Center Documents Issue 5 January 1998 C-5 555-230-024 BCS Products Security Handbook, Issue 6 , 555-025-600 Provides information about the risks of telecommunications fraud and measures for addressing those risks and preventing unauthorized use of BCS products. This document is intended for tel...

References 555-230-024 C-6 Issue 5 January 1998 DEFINITY ECS Release 6 — Basic Call Management System (BCMS) Operations, Issue 1 , 555-230-706 Provides detailed instructions on how to generate reports and manage the system. It is intended for telecommunications managers who wish to use BCMS (Basic C...

Application-Specific Documents Issue 5 January 1998 C-7 555-230-024 features and to control switch calls. It is implemented using an Integrated Services Digital Network (ISDN) Basic Rate Interface (BRI). Hardware and software requirements are included. DEFINITY ECS Release 6 — CallVisor ASAI Protoco...

References 555-230-024 C-8 Issue 5 January 1998 DEFINITY ECS Release 6 — CallVisor PC ASAI Installation and Reference, Issue 3, 555-230-227 Provides procedural and reference information for installers, Tier 3 support personnel, and application designers. ACD DEFINITY ECS Release 6 — Automatic Call D...

Application-Specific Documents Issue 5 January 1998 C-9 555-230-024 Hospitality An Introduction to DEFINITY Communications System Generic 3 Hospitality Services, Issue 1 , 555-230-021 Provides an overview of the features available for use by the lodging and health industries to improve their propert...

Issue 5 January 1998 GL-1 555-230-024 GL Glossary and Abbreviations Numerics 3B2 Message Server A software application that combines voice and data messaging services for voice-terminal users whose extensions are connected to a system. 800 service A service in the United States that allows incoming ...

Glossary and Abbreviations 555-230-024 GL-6 Issue 5 January 1998 ATM See asynchronous Transfer Mode (ATM). 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, p...