®
DEFINITY
Enterprise Communications Server
Release 6
Overview
555-230-024
Comcode 108136169
Issue 5
January 1998
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Contents
555-230-024
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Contents
Access to Information within the Community
2-10
Regardless of Location
2-12
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Contents
for the Calling Party
3-7
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10
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Contents
x
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Contents
■
Distributed Communication System —
Integrated SDN and Non-Integrated SDN
12-19
■
Available Lines
13-3
■
System Management Terminal
and Applications
14-2
OneVision™ Enterprise Network
Management Applications
14-4
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Contents
G3 Management Applications Reports and Data
Acquisition Utilities
14-12
and Traveling Class Marks
A-3
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Contents
Alternate Operations Support System Alarm
Number
A-6
Attendant Direct Extension Selection
With Busy Lamp Field
A-8
Bridged Call Appearance —
Multi-Appearance Telephone
A-11
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Contents
Bridged Call Appearance —
Single-Line Telephone
A-11
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Contents
Extended User Administration
of Redirected Calls
A-17
Integrated Services Digital Network — Basic Rate
Interface (ISDN-BRI)
A-20
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Transfer — Outgoing Trunk
to Outgoing Trunk
A-30
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Contents
Calling/Connected Party Number
(CPN) Restriction
A-35
CallVisor Adjunct-Switch
Application Interface (ASAI)
A-35
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Contents
Property Management System (PMS) Digit to
Insert/Delete
A-41
Multimedia call Early Answer on
vectors and stations
A-41
Multimedia data conferencing (T.120)
via ESM
A-42
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Contents
QSIG Manufacturers Specific
Information (MSI)
A-49
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Contents
GL
IN
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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 applications for the
DEFINITY ECS platform.
This document covers information related to DEFINITY ECS Release 6, and
includes all incremental releases up to and including Release 6.2. For details
about changes for Release 6.1, refer to DEFINITY Enterprise Communications
Server Release 6.1, Change Description, 555-230-474, Issue 1. For details about
changes in R6.2, refer to DEFINITY Enterprise Communications Server R6.2
Change Description, 555-230-476, Issue 1.
Who Should Read This Book?
This book is written for those who are considering the purchase of a DEFINITY
ECS system and for Lucent Technologies representatives and distributors who
need high-level information about the system and how it can be used.
What Is in This Book?
This book discusses all DEFINITY capabilities available world-wide. It defines
common, practical solutions and suggests unusual, creative ones.
NOTE:
Some products are unavailable in some countries. Please check with your
local distributor for further information about which features and solutions
are available to you.
555-230-024
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About This Book
This overview of DEFINITY ECS is composed of the following chapters:
■
■
■
■
■
■
hardware and software components and system configurations.
the communications requirements of several example industries.
up and manage an efficient call center.
features that merge computer and telephone functions.
particularly useful in the hospitality (lodging) industry.
allow you to keep in touch with colleagues and clients while moving about
freely inside and outside the workplace.
■
■
■
■
■
■
■
that allow you and your associates to work effectively off-site.
you manage telecommunications information.
features that help you handle incoming and outgoing calls efficiently.
your desktop computer or telephone.
send and receive synchronized voice and image information.
network DEFINITY ECS with itself and with other equipment.
inherent in the process of upgrading telephone service using DEFINITY
ECS.
■
■
■
■
in which you can manage the DEFINITY ECS and related systems.
book.
capacity of each feature.
documents.
A glossary, including abbreviations, and an index are also provided at the back
of the book.
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How Should I Use This Book?
How Should I Use This Book?
is a good place to go next, because it discusses in general terms specific
applications that may help you apply DEFINITY ECS creatively. It probably does
not describe your industry or situation exactly, but scanning several of the
examples may help you generate ideas about similar solutions you might apply.
Read the more in-depth discussions of general applications in Chapters 3
through 14 selectively, focusing on the solutions that suit your circumstances.
Appendix A lists all DEFINITY features, and includes a short description of each.
These feature descriptions may help you understand specific features as well as
the scope of DEFINITY ECS’s capabilities. The remainder of the book is
composed of reference material.
Conventions Used in This Book
The following conventions are used in this book:
■
The word “system” is a general term for the DEFINITY Enterprise
Communications Server.
■
The information in this book refers to DEFINITY ECS Release 6 unless
otherwise specified.
Trademarks and Service Marks
This book contains references to the following Lucent Technologies trademarked
products:
®
■
■
■
■
■
■
■
■
■
■
■
AUDIX
Call Accounting System for Windows®
®
Callmaster
®
CallVisor
CenterVu™
Concorde 4500™
®
CONVERSANT
®
DATAPHONE
®
DEFINITY
®
DIMENSION
FreeWorks™
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About This Book
■
■
■
■
■
■
■
■
■
■
■
GuestWorks™
INTUITY™
INTUITY Lodging™
®
MEGACOM
®
MERLIN
®
MULTIQUEST
OneVision™
Quorum™
®
VOICE POWER
®
UNIX
Venue 2000™
The following are trademarks or registered trademarks of other companies:
®
■
■
■
■
■
■
INFORMIX is a registered trademark of Informix Software, Inc.
®
MS-DOS is a registered trademark of the Microsoft Corporation
®
MicroSoft is a registered trademark of Microsoft Corporation
Windows™ is a trademark of the Microsoft Corporation
Solaris™ is a trademark of Sun Microsystems, Inc.
Vari-A-BillTM is a trademark of AT&T
Other References
documentation.
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How Can I Order Other Books?
How Can I Order Other Books?
To obtain DEFINITY Communications System documentation, contact:
General Business Communications System Publications Fulfillment Center
PO Box 4100
Crawfordsville, Indiana 47933-3126
U. S. A.
+1-317-361-5353
+1-317-364-5355 Fax
(Central Standard Time Zone)
If you are in North America phone:
1-800-457-1235
1-800-457-1764 Fax
How Can I Make Comments About
This Book?
Lucent Technologies welcomes your feedback. Please fill out the reader
comment card at the front of this manual and return it. Your comments are of
great value and help improve our documentation.
If the reader comment card is missing, fax your comments to 303-538-1741, and
mention this document’s name and number, DEFINITY Enterprise Communication
Server Overview, 555-230-024, Issue 5.
555-230-024
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About This Book
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Introduction
1
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
representative sequences). The system can also receive and transmit analog
(undigitized) information, which is digitized internally by the system.
1)
2)
Voice
Data
3)
4)
Image
Multimedia
Figure 1-1. DEFINITY Enterprise Communications Server
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Introduction
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-class
reliability. The system not only accommodates but also integrates most related
equipment throughout the world. Its modular design anticipates growth and
change. All this translates to an exciting array of practical and creative
applications for your business.
Adaptable
DEFINITY ECS’s open architecture and modular
design make it compatible with a wide variety of
hardware and software — both Lucent tools and tools
from other vendors. These may include personal and
shared computers, terminals, computer networks,
telephones, fax machines, and multimedia
equipment. Multilingual options are available for
messaging, call-related displays, and many related
applications. The system was designed to
accommodate existing and anticipated global
communications standards and protocols. It is
adaptable to varying standards world-wide, providing
efficient service even when connected to
conventional networks.
Expandable
Modular port circuits, carriers (circuit shelves), and
cabinets can be added to accommodate growth.
Each DEFINITY ECS can also be networked to
additional systems (DEFINITY ECS or other types) to
service many simultaneous voice, data, image and
video transmissions. These networks can be either
centralized or geographically widespread.
Regardless of configuration, the system is always
expandable, for moderate incremental cost. This
seamless expandability, from 80 to 29,000 ports, is
perhaps the most important advantage of DEFINITY
ECS. In addition, the platform makes available a
creative array of options designed to anticipate
growth and change in your business.
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DEFINITY ECS Advantages
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 unifies them by translating
protocols and standards as necessary. The system is
designed to accommodate multimedia and network
integration tools. It also offers many features that
integrate computer and telephone. DEFINITY ECS’s
integrating capabilities and its association with many
leading-edge tools make it a good investment for
future growth. These attributes also enhance the value
of your related investments.
Reliable/Recoverable
DEFINITY ECS is inherently reliable by design. That
reliability can be enhanced by redundant
configurations (see "Configuring for
Reliability/Recoverability" in this chapter). Every
essential component in the system is designed to be
duplicated. For these reasons, adjacent systems
(network, power supply, etc.) are far more likely than
the DEFINITY ECS itself to fail. If something
connected to the system should fail, the DEFINITY
ECS keeps working until those systems are restored.
If the disturbance is great enough that the DEFINITY
ECS is also disabled, the system’s modular design
provides you many options for getting your
communications back into service quickly.
State of the Art
DEFINITY ECS is the first telecommunications system
to manage bandwidth precisely, which allows it to
handle high bandwidth multimedia information while
still conserving resources. It is also the first
telecommunications system to use RISC (reduced
instruction set computer) processors. The system is
designed to accommodate anticipated innovations
such as ATM (Asynchronous Transfer Mode).
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Introduction
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
management applications and much more.
— It accommodates existing and emerging world-wide
standards and protocols.
— Using bandwidth-on-demand, it provides the most
efficient multimedia transmissions available.
— It offers multilingual options for many applications.
— It is designed to accommodate new innovations as
they emerge.
— It is inherently reliable and provides many options for
recovering quickly if disabled.
— It expands easily to accommodate your future needs.
World-class call features and multilanguage displays and voice prompts speed
your communications with customers and associates around the globe.
Messaging services enhance communication and productivity within your
organization and enable business transactions across multiple time zones. You
can even have calls received after business hours relayed to an office still open
for business in another part of the world. This saves the cost of round-the-clock
staff and keeps your customers in touch with your best agents.
NOTE:
Some applications and products are unavailable in some countries. Please
check with your local distributor for further information about which features
and applications are available to you.
International Capabilities
DEFINITY ECS provides features that allow for differences in telecommunication
standards around the world, allowing you to use the same communications
system at your various locations in other countries. If you are reading this book, it
is likely that the system has been type approved in your country. Check with your
local distributor for more information.
For more detailed information on the system’s robust international capabilities,
see the DEFINITY ECS Release 6 System Description Pocket Reference, Issue 3,
555-230-207, and DEFINITY ECS Release 6 Administration and Feature Descrip-
tions, Issue 2, 555-230-522.
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Hardware
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 linked together in the same room or even hundreds of kilometers apart.
Regardless of configuration, however, the system’s footprint is relatively small.
DEFINITY ECS’s main hardware components are port networks. Up to three port
networks can be connected directly to each other. When there are more than
three port networks, the connections are made through a Center Stage Switch.
Processor Port Network
Every DEFINITY ECS has one Processor Port Network; it is often the only
component in small systems. The Processor Port Network houses the Switch
Processing Element.
The Switch Processing Element contains the central processing unit, which
supervises system operation. It also contains a mass storage system for loading
system software and saving system translations.
Because your application requirements may vary widely, DEFINITY ECS has
three types of Switch Processing Elements available with proven capacities of
70,000 calls per hour, 140,000 calls per hour, and 250,000 calls per hour. The
performance you realize will depend on the call processing, administrative, and
maintenance activities in which your system is engaged.
Expansion Port Network
Expansion Port Networks are used when the system grows beyond the capacity
of a single port network or must serve geographically dispersed offices. They
provide additional ports as needed. A system can have up to 43 Expansion Port
Networks.
Center Stage Switch
The Center Stage Switch is a connection hub that provides port network
communication. It is an essential component of a DEFINITY ECS configuration if
the system is composed of more than three port networks. Often it is
incorporated in smaller configurations to allow for growth. The Center Stage
Switch consists of from one to three switch nodes. Switch nodes are composed
of one or two switch node carriers, depending on whether the system is being
duplicated for enhanced reliability. Each carrier can reside in the Processor Port
Network cabinet or an Expansion Port Network cabinet. One switch node can
accommodate up to 15 Expansion Port Networks.
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Introduction
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 communications lines.
The carriers are designed to accept any type of port circuit pack in each circuit
pack position.
Each cabinet contains at least one carrier. The circuit packs fit into connectors
attached to the rear of the slots. Every connector is connected to signal buses
and power supplies in the cabinet. The cabinets also house equipment that sup-
plies power backup, ringing signal voltage, and mass storage for software trans-
lations.
There are four types of cabinets:
■
Compact Single-Carrier Cabinet. This cabinet, which can be mounted on
a wall, houses small system configurations for small organizations. It
contains one Processor Port Network and does not connect to any
Expansion Port Networks.
■
■
■
Compact Modular Cabinet. This cabinet is similar to the Compact
Single-Carrier Cabinet, but up to three of the cabinets can be connected
together.
Single-Carrier Cabinet. These cabinets are modular, can be connected to
Expansion Port networks, and can be stacked up to four high. They are
often used by small businesses that are growing or expect to grow. The
Multicarrier Cabinet. A tall cabinet that contains up to five carriers and can
be connected to Expansion Port networks. Multicarrier Cabinets are used
by large organizations that require larger configurations.
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Carriers and Cabinets
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 provides DEFINITY features and applications in a small package.
It is the only cabinet required for small organizations.
It can be mounted on a wall.
It contains both dedicated and universal port slots: three dedicated
control circuit packs and ten port slots.
The Compact Single-Carrier Cabinet is used as a Processor Port Network only. A
new version of this cabinet now supports ISDN BRI lines, ASAI, and PRI over
PACCON.
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Introduction
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 to expand while keeping the initial investment
moderate.
■
■
■
It can be mounted on a wall.
It contains ten universal port slots.
The first two universal port slots in the first cabinet are dedicated to the
processor complex.
The Compact Modular Cabinet is used as a Processor Port Network only.
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Carriers and Cabinets
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 Expansion Port Network. There are four
types of single-carrier cabinets:
■
■
■
■
Control cabinet (located in the Processor Port Network only), which
contains ports, a control complex (for call processing), and an optional
interface to a duplicated control cabinet.
Duplicated control cabinet (optional and located only in the Processor Port
Network), which contains a duplicated control complex, ports, and an
interface to an expansion control cabinet.
Expansion control cabinet (optional and located only in an Expansion Port
Network), which contains ports, a tone-clock, an interface to a Processor
Port Network cabinet, and a maintenance interface.
Port cabinet (located in the Processor Port Network and in Expansion Port
Networks), which contains ports and an interface to an expansion control
cabinet.
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Introduction
Figure 1-5 shows a typical cabinet stack.
Figure 1-5. Typical Cabinet Stack (Four Cabinets Maximum)
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Carriers and Cabinets
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 performs call processing
— Ports
— An interface to an Expansion Port Network cabinet (optional)
— A Center Stage Switch (optional)
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Introduction
■
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 auxiliary cabinet, which contains equipment used for optional
system-related hardware
Control, duplicated control, expansion control, port, and switch node carriers can
be installed in multicarrier Processor Port Network and Expansion Port Network
cabinets. (See the descriptions of these carriers in the previous section "Sin-
For more detailed hardware information, see the DEFINITY ECS Release 6 Sys-
tem Description Pocket Reference, Issue 2, 555-230-211.
Standard Configurations
The DEFINITY ECS hardware can be configured in a variety of ways, depending
on the number of endpoints the switch serves and the number of circuit packs
required to connect the endpoints.
Figure 1-7 shows the five main system configurations.
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Standard Configurations
1) Basic System
A) Processor Port Network
2) Directly Connected System B) Expansion Port Network
3) Directly Connected System C) Center Stage Switch
with Two EPNs
4) CSS-Connected System
with up to 15 EPNs
D) Switch Node
5) CSS-Connected System
with up to 43 EPNs
Figure 1-7. Standard Configurations
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Introduction
The main configurations are:
2. Directly-connected system consisting of two Port Networks (PNs): one
PPN and one Expansion Port Network (EPN) connected directly together.
3. Directly-connected system consisting of three PNs (one PPN and two
EPNs) connected directly together.
4. Center Stage Switch-connected system consisting of up to 15 EPNs
interconnected by one Switch Node (SN) to the PPN.
5. Center Stage Switch-connected system consisting of up to 21 EPNs
interconnected by two SNs to the PPN, and up to 43 EPNs interconnected
by three SNs to the PPN.
Direct-Connect Configurations
Direct-connect configurations have these distinguishing characteristics:
■
Every port network is connected to every other port network via an
expansion interface circuit pack and a fiber optic cable.
■
Each fiber is connected to a fiber transceiver that can transmit great
distances.
In large systems, a port network can be hundreds of kilometers away from the
central site. These remote port networks are connected to the other port networks
via a Digital Signal Level 1 (DS1 — T1 or E1) link attached to a converter board,
which in turn is connected to the expansion interface. The converter board con-
verts the fiber optic signals between DS1 protocol and the internal expansion
interface protocol so the signal can travel over dedicated public or private lines.
Center Stage Switch Configurations
Center Stage configurations have these distinguishing characteristics:
■
An expansion interface in every port network is connected to a switch
node interface in the Center Stage Switch.
■
Remote Expansion Port Networks require T1/E1 Converter pairs at the
remote end and switch node T1/E1 Converter pairs at the switch node. In
the pairs, the T1/E1 Converter board converts the fiber optic signals
between T1/E1 protocol and the internal expansion interface protocol so
the signal can travel over dedicated public or private lines.
■
Switch node interfaces and fiber optic cables are also required for
communication between switch node carriers. The number of switch node
interfaces required depends on the call traffic between port networks
whose switch node interfaces reside in different carriers.
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Reliability and Recoverability
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 paired segments fails, the other bus
segment continues to handle communications. You can always further enhance
the system’s reliability by duplicating critical components such as processors or
fiber-optic links between port networks.
In systems with duplicated control carriers, the entire processor complex is dupli-
cated in the processor cabinet. Should the active elements fail, the standby ele-
ments are instantly activated and assume system control. All in-process calls and
system activities are maintained. New user service is restored in about 10 sec-
onds; application links recover within two seconds.
In addition, all system I/O links also stay operational. These links include support
for the Call Management System, the CallVisor Adjunct/Switch Applications Inter-
face, a Distributed Communications System, and the INTUITY AUDIX Voice Mes-
saging System. Redundancy is built into the packet bus, and higher packet bus
reliability can optionally be achieved by adding a maintenance/test circuit pack
to each port network.
Memory shadowing, a unique DEFINITY ECS capability, is a function where the
memory in the standby processor is continuously updated to reflect the memory
in the active processor. This permits the system to change from one processor to
another without any noticeable interruptions in service. Memory shadowing is not
only important for maintaining basic intercom, incoming, and outgoing calls, but
also for complex calling processes such as queuing and call vectoring opera-
tions.
Much of DEFINITY ECS’s reliability and recoverability is attributable to the switch
architecture and the power of the system software. The distributed processor
architecture provides subsystem processors on each circuit pack, for example. A
standard maintenance routine is conducted automatically by the system, as are
periodic backups of translations. All of this inherent reliability/recoverability can
be further enhanced by redundancy in system configuration.
Configuring for Reliability/Recoverability
DEFINITY ECS can be configured to meet the disaster recovery needs of any
business. For example:
■
Calls can be routed through an alternate DEFINITY ECS if one site is
destroyed or disabled by natural or man-made disaster.
■
Multimedia (voice, video, data) connections to the network can all be
made redundant, in case of network failures. The system can be routed
through multiple public exchanges to protect against network failures (a
cable or fiber being cut, for example).
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Introduction
■
DEFINITY’s universal hardware and flexible software allow systems to be
reconfigured quickly in emergency situations. Port networks can be
added and network routing can be changed in a matter of minutes.
Based on the needs of your organization, three redundancy configurations are
available:
■
■
■
Standard Reliability
High Reliability
Critical Reliability
Standard Reliability
The built-in duplication of many of its parts makes the system inherently reliable.
In addition to the dual bus, the system includes:
■
■
■
One control carrier
One tone-clock circuit pack per port network
Port networks interconnected by single fiber cables
High Reliability
High reliability systems include the following:
■
Two control carriers (located in the Processor Port Network cabinet),
which contain duplicate processor and tone-clock circuit packs (one is
active and the other is in standby)
■
■
One tone-clock circuit pack per Expansion Port Network
Duplicate connections between the Center Stage Switch and the
Processor Port Network
■
■
Expansion port networks connected by single fiber cables
Duplicate switch node clock circuit packs (one is active and the other is in
standby) in each switch node carrier
Figure 1-8 shows a high reliability, directly connected system.
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Introduction
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.
1)
2)
3)
Processor Port Network
Expansion Port Network
Center Stage Switch
4)
5)
Control Carrier
Duplicate Control Carrier
Figure 1-9. High Reliability Center Stage DEFINITY ECS
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Reliability and Recoverability
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 control carriers
Two tone-clock circuit packs in each port network
Two connections between port networks or between Expansion Port
Networks and the Center Stage Switch
■
Two switch node carriers in center-stage systems
Figure 1-10 shows two control carriers and duplicate fiber-optic cables that con-
nect each port network in a critically reliable, directly-connected system.
1)
2)
Processor Port Network
Expansion Port Network
3)
4)
5)
Control Carrier
Duplicate Control Carrier
Fiber Optic Cables
Figure 1-10. Critical Reliability, Directly Connected System
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Introduction
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 cable connects each Center Stage Switch to the duplicate Center
Stage Switch.
1)
2)
3)
Processor Port Network
Expansion Port Network
Center Stage Switches (2)
4)
5)
6)
Control Carrier
Duplicate Control Carrier
Fiber Optic Cable
Figure 1-11. Critical Reliability Center Stage ECS System
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Connections to ECS
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
possible connections are:
■
Data Communications Equipment, such as a data module, which
translates transmitted data to a form compatible with the communications
channel.
■
■
Data Terminal Equipment, such as a workstation, which generates or
receives data.
Other peripherals for administering and maintaining the system and
auxiliary equipment for features such as Loudspeaker Paging and
Music-On-Hold.
Figure 1-12 shows typical DEFINITY ECS connections.
NOTE:
Actual equipment may appear different than the equipment shown.
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Introduction
1)
2)
3)
4)
5)
6)
7)
Wireless System
8)
Digital Facilities
Analog Facilities
Data Terminals
Multimedia Call Center
Business Telephone
Telephone with Data Module
Data Terminal
9)
10)
11)
12)
13)
14)
Host Computer
Data Terminal
Voice Messaging System
Management Terminal
Attendant Console
Outside Private Line Data
Transmission Equipment
Figure 1-12. Typical DEFINITY ECS Connections
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Connections to ECS
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 support a variety
of adjuncts, including:
■
■
■
DEFINITY AUDIX Voice Processing System (internal)
INTUITY AUDIX Voice Processing System
Call Management System
The BX.25 interface is also used between DEFINITY ECS systems for Distributed
Communications Service.
DEFINITY ECS also uses an analog Mode Code interface for communications
with INTUITY AUDIX and adjuncts produced by other venders. This interface
employs DTMF tones, line signals, and feature access codes, and allows
adjuncts to exchange data with the DEFINITY ECS without using a data link.
DEFINITY ECS provides Electronic Industries Association (EIA) RS-232 ports for
management terminal connections to the active processor and, in the case of
duplication, for management terminal connections to the standby processor. In
addition, a tip/ring connector with a built-in modem is provided for remote admin-
istration.
The Expansion Port Network maintenance circuit pack has a single EIA RS-232
port for connecting a management terminal. Data between the processor com-
plex and the Expansion Port Network maintenance circuit-pack port is multi-
plexed onto the fiber optic link connecting the Expansion Port Network to the
Processor Port Network. The terminal on the Expansion Port Network mainte-
nance circuit pack has the full capabilities of any other management terminal, but
operates at a lower speed.
Other RS-232 ports connect to the following typical adjuncts:
■
■
■
■
■
■
Property Management System
Call Detail Recording Units
G3 Management Applications
Call Detail Recording printer
Basic Call Management System terminals
System printer
DEFINITY ECS supports CallVisor Adjunct/Switch Applications Interface mes-
sages over ISDN-BRI lines or over the DEFINITY LAN Gateway. CallVisor
Adjunct/Switch Applications Interface allows adjunct computers access to
DEFINITY ECS features and information for computer/telephone integration appli-
cations. CallVisor Adjunct/Switch Applications Interface and DEFINITY ECS sup-
port the following typical adjuncts and applications:
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Introduction
■
■
■
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-hold
Queue status indications
Recorded announcement
External alarm inputs
DEFINITY ECS supports an auxiliary trunk interface that connects to equipment
supporting features such as:
■
■
■
Recorded announcement
Music-on-hold
Loudspeaker paging
DEFINITY ECS supports typical network interfaces such as:
■
Electronic Tandem Network
■
Distributed Communications System — over either X.25 links or ISDN
temporary signaling connections
■
ISDN-PRI
Telephone Connections
All signals between analog telephones and the DEFINITY ECS are in analog form
over a pair of wires. Digital DCP telephones using the Digital Communications
Protocol employ digital transmission for integrated voice and data signals and
control signals. Transmission is over a connection consisting of one or two pairs
of wires. Each connection supports one signaling channel and two information
(voice and data) channels.
The 8400 digital telephones automatically detect whether they are plugged into a
two-wire or four-wire digital line circuit pack. The 9400 digital telephones provide
inexpensive support for two-wire installations. The 6400 digital telephones pro-
Solutions" for more information on telephones.
Like the digital DCP telephones, ISDN telephones transmit voice, data, and con-
trol signals digitally. With the ISDN telephones, the transmission employs the
world-wide standard BRI protocol between the DEFINITY ECS and the telephone.
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Connections to ECS
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 developed to
comply with the Q-SIG standards developed by the European Computer
Manufacturer’s Association and the International Standardization Organization. It
supports the ISDN-PRI connection from switch to switch as long as both systems
support the same protocol options.
Lucent Technologies supports both T1 and E1 lines. As industry standards
around the world, T1 and E1 provide the latest alternative to analog trunking.
T1/E1 access and conversion allows simultaneous connection to both T1 (1.544
Mbps) and E1 (2.048 Mbps).
DEFINITY ECS’s support of ISDN-PRI, ISDN-BRI, and available public network
services means that you can achieve full end-to-end ISDN connectivity and take
advantage of ISDN services and features. The system provides complete ISDN
support in one system for small systems with 20 telephones up to large systems
with over 25,000 telephones.
DEFINITY ECS also supports connection to an Electronic Tandem Network. Dif-
ferent Electronic Tandem Network locations are connected via analog or digital
tie trunks. For example, a T1 or E1 interface can act as a high-speed digital
backbone for voice and data communications between Electronic Tandem Net-
work locations.
For Distributed Communications System (DCS) network connections, tie trunks
interconnect the switches that serve the DCS complex. The tie-trunk network may
be configured as a tandem tie-trunk network, a main/satellite/tributary network, or
an Electronic Tandem Network. The links connecting a Distributed Communica-
tion System may also be provided across a Software Defined Network. To sup-
port DCS customers who also have ISDN-Primary Rate Interface, DEFINITY ECS
can transport DCS messages over ISDN-Primary Rate Interface D channels. As a
result, you are no longer limited to private-line connections between your various
locations. You can also use public network services.
DEFINITY ECS’s support of wideband signaling allows the system to handle
applications with transmission rates greater than 64 Kbps in a single call. This
includes videoconferencing, Local Area Network bridging, and other wideband
applications. The system switches wideband data at N x DS0 data rates — a
standard for international networking.
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Introduction
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. To
satisfy these needs, you can use remote Expansion Port Networks using
fiber-optic links. For locations further apart, you can connect a port network
remotely over one to four T1 or E1 lines using a converter.
The number of T1 or E1 lines required to support the remote port network
depends on the requirements of the remote port network. For example, with four
T1/E1 lines, a maximum of 92 or 120 simultaneous voice and/or data connections
can be made between the remote port network and the DEFINITY ECS. Four
channels are reserved for signaling between the remote port network and the
system.
Power
DEFINITY ECS can accept a variety of AC or DC power. The system can operate
without requiring a power transformer in almost any part of the world.
During a power outage, individual cabinets (single or multicarrier) will continue to
function for up to 15 seconds; the multicarrier cabinet will function for up to 10
minutes without power, depending on configuration. Optionally, an uninterruptible
power supply can protect a DEFINITY ECS system from under or over-voltage
conditions, line frequency fluctuations, and power blackout of short duration. A
battery backup system can be used to provide power for up to 8 hours, depend-
ing on the type and quantity of circuit packs and amount of traffic during the
holdover period.
Software
All DEFINITY ECS systems throughout the world use the same basic software. To
provide this commonality while still accommodating wide variations in
configurations and options, the system dynamically allocates internal memory
storage. Memory is sized when the system is initialized, selecting the proper
software parameters based on the hardware configuration.
In addition to the basic software, various optional packages can enhance the
capabilities of the system. Some of the capabilities described in this document
require optional software. See your account representative for more information.
The basic software is a prerequisite for all the optional packages.
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Industry Applications
2
The following application discussions explain how the DEFINITY ECS meets
communications challenges in various industries. Though the specific require-
ments of the industries vary throughout the world, the general information pre-
sented here should be useful for generating ideas. Even if none of the
applications precisely match your situation, the examples may suggest creative
solutions you can apply to suit your needs.
As technological and organizational change continues to accelerate worldwide,
even the distinctions between industries are losing significance. In the financial
services industry, for example, banks, brokerage houses and insurance compa-
nies now offer many of the same services. In this chapter, industries are pre-
sented in the broadest terms, with little regard for overlap. For example, the
insurance industry can be considered under both the "Healthcare" and "Financial
Services" headings.
In most cases it is difficult to consider DEFINITY ECS without also considering its
array of options. Many of the solutions discussed in this chapter are enabled by
optional hardware and software. The DEFINITY ECS is the essential integrating
platform that coordinates and enhances these specialized tools. Even if your
intention is to purchase a basic system, it is important to gain some understand-
ing of the many options the system provides so you can eventually capitalize on
those advantages.
NOTE:
Some applications and products are unavailable in some countries. Please
check with your local distributor for further information about which features
and applications are available to you.
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Industry Applications
Higher Education
University and college administrators continually seek to:
— Ensure reliable telephone service
— Organize course offerings and events
Ensure Reliable Telephone Service
A large DEFINITY ECS can service up to 25,000 telephones, and the systems
can be networked together to accommodate many more. The size and efficiency
of the system allows universities to generate revenue from student phone service,
which offsets the cost of other services.
The reliability of the system is without equal. The system’s automatic backup fea-
tures, maintenance tests, and line monitoring functions work proactively to pro-
tect your investment. These and related features identify potential difficulties well
before the system’s operations might be compromised, further enhancing the
high reliability inherent in the DEFINITY ECS architecture.
Organize Course Offerings and Events
Registering students for classes usually requires setting up a special area, hiring
extra staff, and having students wait in line. This is inconvenient, expensive, and
time-consuming.
INTUITY CONVERSANT allows students to register by telephone. Here’s one way
you might set it up:
1. Each student dials the CONVERSANT number, then enters a student
number and a unique security code.
2. The system locks out students who are not eligible to register.
3. The student enters the numbers of classes to be added or dropped.
4. While the student is entering the numbers, the system:
■
Recites the student’s selections back to the student for verification.
■
Determines the availability of the requested courses and whether
the student is eligible for them.
■
Rejects the classes that are not available to the student and asks
the student to specify alternative courses.
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Higher Education
■
■
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 registering, the system faxes a copy of the
course schedule.
Coordinate Information and Services
Many universities have enormous campuses or are composed of a network of
scattered colleges and offices. Efficient connections among the many elements
are essential to the integrity of the institution. A variety of DEFINITY ECS options
can help coordinate information and services from many locations:
■
Wireless and cordless telephones allow librarians, technicians and clerks
to easily search for things while talking to the person requesting the
search.
■
Voice messaging systems can be digitally networked using existing voice
and data networks. This allows satellite campuses or offices to access
common directories and handle messages as if they were all on the same
campus.
■
■
■
■
INTUITY Message Manager keeps a record of all voice, data, or fax
messages by category and sorts the information.
A video kiosk set up in a central location gives students easy access to
services that are located far away.
Video conferencing equipment allows teachers and managers to easily
participate in policy-making meetings, regardless of location.
The security of all campuses can be coordinated and enhanced in the
following ways:
— The DEFINITY Call Center efficiently routes emergency calls to
security staff.
— DEFINITY PassageWay logs incoming calls and pinpoints the
location of the telephone making the call, using DEFINITY’s
name/number display capability.
— Call Management Software logs the speed of the response so that
response times can be measured and improved.
Communicate Easily with the Outside World
Most schools receive a huge number of incoming calls. The number of calls also
fluctuates a great deal — going up just prior to the start of a semester, for exam-
ple. Often the callers are unsure which department or individual they need to talk
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Industry Applications
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 routes incoming calls to a group of operators
who use equipment that allows them to handle multiple calls. As additional
calls come in, they are placed in queue. When the queue gets too long,
the overflow calls are automatically routed to standby operators during
periods of high call volume. Display telephones alert the standby
operators that they are handling overflow calls.
■
The Expected Wait Time feature provides a reliable estimate of the time a
caller will wait in queue before being connected to an agent. Based on
that time, different choices are presented to the caller, such as remaining
in queue, leaving a message for a later callback, or transferring to
automated services (on INTUITY Conversant Applications). Callers are
more comfortable waiting in queue when they know how long the wait will
be and can choose alternate options.
■
■
Call Management Software keeps statistics on number of abandoned
calls, average length of call, average wait time, etc. so you can manage
staff and track productivity.
needs (such as language) and preferences and routes those calls to the
appropriate operators.
The Internet also provides an important link to the outside world. Lucent’s net-
work access products — Acculink Access Controller and Acculink Bandwidth
Controller — provide high-speed access while still managing resources effi-
ciently. This can obviate the need for additional lines and equipment.
Teach Many Students for Low Cost
Educators now have many options for making the most of their resources while
providing a top quality education for many students. DEFINITY ECS provides effi-
cient, integrated access to both the school and to world-wide resources:
■
■
■
DEFINITY ECS’s “Distance Learning” video tools overcome barriers of time
and distance by allowing students to work together and access classroom
information regardless of location.
Acculink access to the Internet (see "Communicate Easily with the Outside
World") can put information at the fingertips of many students without
wasting network resources.
Speakerphones or more sophisticated interactive video tools allow distant
experts to share knowledge with students in the classroom.
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Higher Education
■
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 if they were all seated at the
same table.
■
■
TransTalk telephones help teachers and students solve software problems
while talking with technical experts.
DEFINITY ECS incorporates many efficiencies while providing this access
because it manages bandwidth accurately. It can cost-effectively integrate
voice, video and data calls over a single network access facility to a
school’s public or private network.
— It gives users switched access to a host computer over wideband
(T1/E1) communication lines. Since DEFINITY ECS precisely
allocates resources as needed, this speeds transmissions while
allowing the system to handle more calls.
— It allocates bandwidth for data calls when permanent data circuits
are busy.
■
The MultiPoint Control Unit can seamlessly integrate with a DEFINITY
network to coordinate video (voice and data) conference calls from 2-24
locations.
These tools allow schools to form partnerships with each other world-wide,
enhancing the overall quality of education they offer while spawning new reve-
nue-generating opportunities.
Plan for Expansion and Innovation
Schools must be at the forefront of communications innovation, so it’s important
to use a platform that can accommodate rapidly evolving requirements. DEFIN-
ITY ECS is:
■
Designed to be easily enlarged or networked together to accommodate
virtually any size requirement.
■
Capable of handling multimedia (synchronized audio and video) calls
today.
■
■
Unmatched in its ability to handle voice, video and data traffic.
Compatible with many different products from many different vendors so
that it fully integrates all of your tools and options.
■
Designed to accommodate existing and emerging standards and
protocols.
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Industry Applications
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 contain costs
Maximize Resources to Reduce Costs
For individual healthcare providers, cost containment and reduction is the key to
survival and growth. The rules of healthcare payment are changing, and provid-
ers must keep the costs of care down without sacrificing quality.
Beyond providing quality care — always an overriding concern — healthcare’s
primary goal is to maximize resources through efficient operation. Savings can
be realized in reexamining everything from staff size and operations to the num-
ber and type of rooms provided.
DEFINITY ECS can provide a variety of options to fully use available resources. It
can turn the telecommunications investment into a seamless network for manag-
ing and monitoring heavy call volumes and messaging, with the following results:
■
■
■
Communicating between locations is easier
System administration is centralized
Information can be obtained by all locations from a single source
INTUITY CONVERSANT Interactive Voice Response System can help provide the
following benefits:
■
Contain costs with better room utilization
Efficient room management is very important in the healthcare
environment. Shorter stays make it challenging to keep rooms ready for
reassignment. With INTUITY CONVERSANT, when a patient is discharged,
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Healthcare
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 admissions that the room can immediately
be reassigned.
■
■
■
Link to food and drug services
When patients are discharged, the patient’s meals are cancelled, thus
saving wasted food that otherwise may have been delivered. The
pharmacy is similarly notified so drugs are not delivered needlessly.
24-hour access to business office
CONVERSANT’s automated attendants can provide 24-hour access to the
business office so patients and others can request account balances,
copies of bills, etc.
Pre-admission over the telephone
Quick access to an automated attendant can speed the hospital
checking-in process.
Improve Response in a Busy Urban Environment
Mid-sized hospitals deal with a high percentage of emergencies, both in the hos-
pital and in the outside community. Hospitals can improve their patient services
and emergency response by:
■
■
■
Mobilizing staff during disasters or emergencies outside the hospital
Improving response to emergencies inside the hospital
Improving emergency room response for the many critical cases arriving
by ambulance
DEFINITY ECS products can provide the following services to hospitals:
■
The INTUITY CONVERSANT Voice Information System provides
emergency outcalling. The system calls a predefined emergency
response staff. Upon receiving the call or page, the staff members can call
into a voice mailbox to receive specific instructions for the emergency
situation.
■
■
Paging systems provide an effective way to broadcast emergency
situations throughout an entire department or facility. Visual paging
ensures that the hearing-impaired are also notified of emergencies.
TransTalk mobile telephones help nurses stay in touch with doctors and
technical experts while carrying out their duties.
DEFINITY ECS helps hospitals improve emergency services without adding staff.
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Industry Applications
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 autonomously managed, these multiple sites
have to function as a single organization to keep costs down and enable the
facilities to be financially successful.
Staff of integrated health networks includes administrators, nurses, technicians,
physicians, and support personnel. Many members of the staff are active multi-
ple shifts, and are seldom confined to an office.
Healthcare facilities need to be able to:
■
Manage multiple sites as if they were one
■
Maintain close communication links between widely-operated facilities,
and include related organizations such as suppliers and clinics
■
■
■
Reduce unnecessary overhead paging
Improve response to emergencies
Provide an efficient way to communicate non-emergency information to
busy mobile staff
DEFINITY ECS products can help healthcare facilities maintain productivity and
efficiency with the following products and features:
■
Standardized DEFINITY ECS systems, networked for feature transparency
with four-digit dialing between locations, can ensure that staff wastes no
time adapting to the communications system as they go from location to
location.
■
Voice Messaging systems, networked together, can reduce personal
paging and eliminate telephone tag when staff must continuously leave
messages and wait for returned calls.
■
■
DEFINITY call center packages can support the facility’s busiest offices,
such as: business office, hotline groups, clinics, and admissions offices.
Lucent Technologies Call Accounting System for Windows® allows
healthcare facilities to chargeback telephone equipment and usage to
doctors, clinics, and offices.
■
■
Lucent Technologies offers an array of wireless solutions that provide an
effective way to communicate with nurses, doctors and others who must
be mobile.
Outside labs, pharmacies, physicians’ practices, vendors, and other
organizations who frequently deal with the healthcare facility can obtain
guest mailboxes on the voice messaging system. The healthcare
institutions can thus avoid toll charges that should be paid by others.
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Healthcare
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
Improved staff efficiency and satisfaction
Provide Highly Efficient Phone Service
Many healthcare facilities encounter problems responding to the large number of
incoming calls to their busiest offices. Callers are frequently put on hold for long
periods of time before representatives are available to help them.
Healthcare facilities need to:
■
Eliminate the frustration experienced by callers and consequent negative
perceptions of the facility
■
■
Improve the quality of service, without increasing costs
Optimize staffing by using the staff for what they were trained
DEFINITY ECS products can provide the following capabilities to the healthcare
industry:
■
Critical reliability system configurations, which ensure that the system is
fully operational more than 99 percent of the time.
■
The INTUITY CONVERSANT System gives callers access to basic
information 24 hours a day, seven days a week.
For example, callers can find out the balance owed or get a copy of their
bill — without speaking to an agent.
■
DEFINITY Communications System with call center provides Expert Agent
Selection (EAS) with Call Prompting, which enables calls to be routed
appropriately.
Medicare claims, for example, can be routed to the assigned agent based
on caller input. Agents are happier because they are spending more time
helping callers in their areas of expertise.
Call Vectoring in conjunction with INTUITY CONVERSANT enables callers
to check their account information with the hospital’s mainframe system
while waiting to speak to an agent. If they still need to speak to a
representative, they do not lose their place in line. Callers can also be
given the anticipated wait time before reaching an agent, and be offered
the option of leaving a message for a later callback.
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Industry Applications
■
PassageWay™ products allow a caller’s record to appear on the agent’s
screen as the call rings on the phone, based on caller input or Calling Line
(or number) Identification. This eliminates the need for the agent to ask
identifying questions and locate the records more easily. It also improves
service by enabling the agent to greet the caller by name and begin to
address the issues more quickly.
The business office can also make payment inquiries to the insurance
carrier or patient during idle periods via a worklist that is downloaded from
the hospital database and designed for preview dialing. This allows the
agent to quickly review the insurance record and initiate the call from their
computer with a mouse click.
■
CentreVu Call Management System allows the business office supervisor
to assign the appropriate number of representatives and analyze call
volume to identify opportunities for improvement. The system can also be
used by the supervisor to determine if representatives are responding in a
timely way to callers.
By using Lucent Technologies products, healthcare facilities can provide more
efficient phone service and in return, reap the following benefits:
■
■
■
■
■
Faster response to callers
Accurate staffing
More personal service
Higher productivity
Improved image of the healthcare facility
Promote Wellness and Satisfaction with Easy
Access to Information within the Community
Healthcare facilities gauge the satisfaction level of their services from patients
and community as a measure of their success. Facilities need to provide the best
“first impression” of the hospital. In most cases, it’s in the best interest of the
healthcare provider and insurer to promote wellness in order to keep hospitaliza-
tion costs down.
Healthcare facilities need to:
■
■
■
Provide easy access to wellness information
Educate the public about preventative measures
Encourage the public to take control of their health issues in a timely
manner
■
Provide referrals for healthcare professionals and specialists
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Healthcare
DEFINITY ECS offers an easy way to help the healthcare industry:
■
INTUITY 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 groups of those who need care
immediately, those who need to be scheduled with a physician, and those
who simply need basic information, such as the remedy for a bee sting.
■
■
DEFINITY AUDIX allows callers to leave non-emergency questions or
messages for later callbacks, so that callers can get personal attention.
INTUITY CONVERSANT allows healthcare facilities to provide physician
referrals, schedule appointments on the spot, or to provide basic health
information via voice or fax.
Lucent Technologies products help healthcare facilities to provide first-rate per-
sonal care in a cost-efficient manner.
Improve Accessibility to Specialists
Medical professionals often need to contact specialists in a particular field, but
are restricted because of time, distance, and expense. They provide better med-
ical care by:
■
Consulting with experts, sometimes during surgery
■
Overcoming boundaries of distance — by consulting with any physician,
no matter where they are located
Lucent Technologies provides healthcare with the ability to send video from a
remote site to specialists, without waiting for postal delays. Group Video and
Desktop Conferencing systems provide the following benefits:
■
■
■
■
■
Extend expertise
Improve patient care
Foster collaboration
Teach new skills
Save travel time and expense
Using a video camera, physicians can transmit high-quality images during sur-
gery over a phone line to colleagues at advanced medical centers while the
operation is still underway. The professionals can exchange images and confer
over the same phone line. The process is as easy to orchestrate as a regular
phone call.
Physicians can also use the video systems regularly for rapid exchange of
images between research teams and colleagues. Patients in rural areas can be
screened, and video can be examined across a long distance, all during the time
of an office visit at the remote setting.
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Industry Applications
Desktop conferencing systems can be used in patients’ homes by home health
nurses to confer with physicians about patient conditions. This enables more
patients to be cared for outside the hospital, and reduces the need for the very ill
to travel to the hospital or physician’s office.
Maintain Skills and Collaborative Relationships
Regardless of Location
In the Healthcare industry, there is an urgent need for multiple sites to operate as
one and for medical professionals to collaborate remotely, so they can provide
top quality health care to patients in rural areas. Doctors and nurses must also
stay abreast of technological innovations in the field and continue their educa-
tions.
DEFINITY ECS can play a critical role in connecting remote and sparsely popu-
lated communities with the advanced centers in healthcare. This technology
enables the same level of sophistication in the rural settings as that available in
the urban medical centers by:
■
■
■
■
■
Improving communications
Improving staff satisfaction
Increasing personnel skills
Providing improved patient care
Reducing time and expense of travel
The Lucent Technologies desktop conferencing System can help with:
■
Continuing medical education.
Doctors can learn at their desktops, without having to pay for expensive
travel bills and time away from their office and home.
Medical students can be educated at remote sites. Distance learning can
help medical students assigned to rural clinics learn from doctors in hub
hospitals and medical centers.
■
Virtual consultation.
Patients can talk to physicians, and primary care providers can talk to
specialists using Group Video or Desktop Conferencing Systems. Instead
of bringing patients in outlying areas to the hub hospital, doctors can
conduct virtual meetings with the ability to share charts and images from
electrocardiograms, magnetic resonance imaging, cardiotomagraphy
scans, bone density scans, and other visual diagnostic tools by using the
document camera or other medical peripherals. (Note: this should be
used for consultation only; it should not be considered diagnostic by
itself.)
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Hospitality
■
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 distant facility,
showing food models of healthy portions and being face-to-face with the
patient for better understanding.
Hospitality
The hospitality industry is composed primarily of hotels,
motels, and restaurants.
Hospitality facilities worldwide seek to:
— Control costs
Control Costs
Hospitality providers must contain costs in order to maintain a profit and stay
competitive in the industry.
Two ways to help control costs are as follows:
■
Separate long-distance calling privileges
Hotel and motel guests frequently place long-distance phone calls from
their rooms, while providers disallow staff members from accessing
long-distance phone service.
■
Charge guests more accurately for terminated calls
Hospitality providers need the ability to detect short duration calls (that is,
calls that terminate before the specified answer detection time-out),
enabling hotels to more accurately charge guests for these calls.
DEFINITY products can provide the following capabilities to the hospitality indus-
try to help control costs:
■
World Class Routing features, which allows hotels to separate
long-distance calling privileges for guests and administrative staff.
■
An Answer Detection feature that enhances the DEFINITY system’s ability
to detect short duration calls.
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Industry Applications
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 operating efficiency and safety are as follows:
■
Simplify guest billing for phone expenses
Hotels and motels need simplified guest billing, along with the ability to
generate guest phone records
■
Powerful voice-messaging service
Guests and administrative staff need to be able to leave voicemail or faxes
for other guests and staff members. Guests can have callers leave
messages or faxes for them privately, without having to involve the front
desk.
■
If a guest makes an emergency call, the system automatically notifies the
desk attendant, identifying the room that placed the call.
DEFINITY products can provide the following capabilities to the hospitality indus-
try to maintain maximum operating efficiency:
■
The Call Detail Recording feature works in combination with system
adjuncts to generate guest records and call costs records.
■
INTUITY Lodging™ allows guests and the administrative staff to create,
store, send, and receive voice or fax messages. Spoken prompts guide
the user through each step of the procedure. The system can be
administered for a variety of languages.
Enhance Guest Services
Hospitality providers must constantly find ways to enhance guest services. Staff
must work hard to make guests feel comfortable, and to maintain and uphold a
reputation for outstanding service. Today’s harried consumers want to get
top-quality service for their hard-earned income.
Hotels can enhance guest services as follows:
■
Review guest requests for services
Hotels and motels need a way to review guest requests and ensure that
guest’s needs and requests are met in an efficient manner by the staff.
■
Connect to internal computer systems
Staff can provide better customer service by linking the telephone system
to the hotel’s internal computer system for registration information and
voice messaging features.
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Hospitality
■
■
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 reports containing information on items such as requests for
wakeup calls and delivery of these calls can be printed in hard-copy form
or can be viewed at the Administration terminal. These reports help the
administrative staff to ensure that guest requests for services are not
overlooked, and that guests get prompt and efficient service from the staff.
■
■
Having Group Video systems on hand allows guests to conduct planned
or even impromptu video conferences.
A PassageWay solution at the front desk can allow a hotel concierge to put
guest information on screen instantly when the guest or an outside caller
calls.
■
INTUITY Lodging allows guests and the administrative staff to create, store,
send, and receive voice or fax messages. Spoken prompts guide the user
through each step of the procedure. The system can be administered for a
variety of languages.
Specialized DEFINITY ECS Solutions
DEFINITY ECS can also provide the following features for hospitality services:
■
■
■
■
■
■
■
Integration of voice/fax messaging with property management systems
Automatic Wakeup
Do Not Disturb
Emergency Access to the Attendant
Mixed Numbering
Names Registration
Maid Status
ity Solutions".
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Industry Applications
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 some areas. Deregulation,
technological advances and strong competition
induce each to offer a broad range of financial
services. Many of these services are automated in
order to improve customer service and make the most
of available resources.
Financial service providers worldwide seek to:
■
■
■
■
Control Costs
Cost savings are inherent in many DEFINITY ECS solutions. Using an automated
attendant in place of an employee to answer routine calls reduces payroll
expenses, for example, and using the system to share account information
between widely separated offices eliminates the need for redundant software.
Beyond the day-to-day savings that automation and networking provide, how-
ever, DEFINITY ECS includes some capabilities that directly affect your operating
costs.
Tenant Partitioning
Often you can recover the initial and ongoing costs of the DEFINITY ECS itself by
investing in a DEFINITY ECS configuration that can handle both your own needs
and the needs of the tenants in your building. The system allows you to assign
partitions within the system, giving each tenant the privacy and security of an
individual communications server. In this way small tenants can take advantage
of the advanced features of a large system that they would not normally be able
to afford. Extra space in your building is more easily let, and you have a continu-
ing source of revenue. As your business grows, you can replace tenants with
employees on the system and in the building.
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Financial Services
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 calls are from callers request-
ing routine information. The INTUITY CONVERSANT System allows you to set up
an automated attendant that screens calls for your busy customer service repre-
sentatives. For example, the attendant may handle incoming calls by offering the
following options to the caller:
■
■
■
■
■
For business hours, press 1.
For interest rates, press 2.
To receive a loan application, press 3.
To speak to a customer service representative, press 0.
Or simply enter the extension of the person you are trying to reach.
For the calls channeled to your customer service representatives, DEFINITY
ECS’s Automatic Call Distribution holds overflow calls in queue for the next avail-
able representative. It generates reports that identify peak calling periods, how
much time representatives are spending on calls, and which lines are being
used. This allows you to maintain high quality customer service while adjusting
the size and working hours of your staff.
A real advantage of the INTUITY CONVERSANT system is that it allows your cus-
tomers to bank 24 hours a day. With additional CONVERSANT software, your
customers can:
■
■
■
■
■
Inquire about their accounts and get balances
Transfer funds from one account or investment to another
Identify checks that have cleared or transactions that have been made
Stop a transaction or payment on a check
Pay fees or bills
Network Regional and Global Offices
If your company has offices scattered throughout different regions or countries,
it’s probably important to you that your procedures are the same everywhere.
Your customers probably expect consistent service wherever they go and how-
ever they choose to interact with your firm. Networking the offices together is an
obvious solution, because it also allows the offices to share information. To
accommodate this, your system must be flexible enough to accommodate a vari-
ety of requirements and equipment.
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Industry Applications
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, ensuring its accep-
tance worldwide. Lucent’s Q-SIG Global Networking allows you to network differ-
ent types of systems throughout the world. If, for example, you have acquired an
office in another country that uses non-Lucent equipment, Q-SIG Global Net-
working allows you to incorporate that equipment into a DEFINITY ECS network.
The systems can work seamlessly together, through shared features, flexible
numbering plans and simplified network operations and management.
Call Center
Once your offices are networked together, you can set up a call center hub at
one office so that your incoming calls are handled consistently and efficiently.
Here’s how you might set up your call center:
office.
2. The system identifies the country from where the call originated.
3. In the caller’s native language (English, Parisian French, German, or
Castilian Spanish — other languages available soon), a CONVERSANT
system asks the caller for his or her account number and type of
transaction desired.
4. The call is routed to an agent who speaks the caller’s language.
5. The CallVisor ASAI provides the agent with the caller’s account information
on the agent’s console screen.
sends the caller to the appropriate agent. For example, a customer from France
seeking information on investment opportunities is routed to a French-speaking
financial planner.
There are a few ways to accommodate those who are calling from rotary tele-
phones. The simplest way is to send the caller to an agent for personal attention
if the caller does not enter information immediately after being prompted by the
automated attendant. If this solution is impractical, you can distribute inexpen-
sive touch-tone devices to your rotary-phone customers. If those customers
speak UK English, Parisian French, German, or Castilian Spanish, you can even
use CONVERSANT’s Automatic Speech Recognition, prompting the callers to
choose various options. (This will soon be available for other languages. Check
with your local distributor.)
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Financial Services
Group Video Systems
A final aspect of standardizing your customer service is training. Some banks
have set up Group Video Systems at their branches and a MultiPoint Control Unit
at the home office. This allows full-motion, real-time interactive video calls among
them. All the branches in the network can watch and participate in training ses-
sions.
The MultiPoint Control Unit works in several modes:
■
■
■
Voice Activated Switching — All locations see the person speaking and
the person speaking sees the person who spoke before.
Presentation — All locations see the presenter, and when questions are
asked, all hear the questions but continue to see the presenter.
Broadcast Autoscan — All locations see the presenter, and the presenter
can scan locations at intervals.
Improve Customer Service
Improved customer service is inherent in many DEFINITY ECS solutions. Using
an INTUITY CONVERSANT system to answer and screen calls reduces the time
customers wait in a calling queue, for example, and using video systems for
training ensures uniform, quality service. Beyond these indirect improvements,
however, the system includes some capabilities that directly upgrade your cus-
tomer service.
Lucent Technologies’s call center technology allows you to set measurable cus-
tomer service goals. You can monitor calls to help ensure that abandoned calls
are eliminated or reduced. The Average Rolling Speed of Answer feature ensures
that customer calls are handled promptly. The reports generated by the CentreVu
Call Management System can help you evaluate agent’s productivity. Using
these reports, you can also plan staffing levels to meet demand as needed. Cen-
treVu Report Designer allows you to create customized graphic reports for the
specific needs of your call center.
Lucent Technologies’s CentreVu Supervisor allows managers to generate reports
by exporting data to common spreadsheet programs. You can even leave this
application running in the background on your computer, and it will alert you
when crucial thresholds have been exceeded.
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Industry Applications
Here are some additional ways DEFINITY ECS can help you serve your
customers:
■
INTUITY CONVERSANT brokerage applications allow your brokerage
customers who use car telephones to access account information by
speaking rather than pressing keys.
■
Expected Wait Time tells callers how long they can expect to wait in
queue, and offers transactions options according to how long they will be
waiting.
■
■
The system can also be set up to provide callers with investment and loan
information related to their portfolios while they are waiting in queue.
DEFINITY ECS’s open architecture allows you to easily change and modify
features to meet the changing needs of your customers. For example,
setting up a telemarketing center often requires making only minor
modifications to your DEFINITY ECS call center.
■
Some global organizations have calls received after business hours
relayed to an office still open for business in another part of the world. This
saves the cost of round-the-clock staff and keeps your customers in touch
with your best agents.
Wholesale Distribution
The wholesale distribution industry includes both
merchants and agents. Merchants buy and sell
merchandise, while agents limit themselves to
presenting the merchandise and negotiating its sale.
Some wholesale distribution companies serve both
functions, depending on the circumstances. Most
wholesale distribution companies are relatively small,
and face increasing competition from larger firms and
even from manufacturers themselves. Therefore, most
wholesalers cannot easily raise the prices of their
products. Continued success requires that they
reduce costs and offer more services to both
suppliers and customers.
Wholesale Distributors worldwide seek to:
■
■
■
■
■
■
Automate routine tasks
Network regional and global offices
Upgrade customer service
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Wholesale Distribution
Provide Convenient Access to Product
Information
INTUITY 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 the caller with the following options:
■
■
■
■
■
■
For information about women’s clothing, press 1.
For information about men’s clothing, press 2.
For information about children’s and young adult’s clothing, press 3.
For information about shoes, press 4.
To speak to a representative, press 5.
Or simply enter the extension number of the person you are trying to
reach.
The retailer has the option of listening to the product information or having it
faxed automatically. You can also have AUDIX call customer service representa-
tives to notify them when they receive voice messages from special customers.
Automate or Streamline Ordering Procedures
Many of the DEFINITY Call Center features that we have described for other
industries apply equally to wholesale distribution. Just as in other applications,
for example, the system can route calls based on the time of day or the number
of calls in queue. This allows you to have calls received after business hours
transferred to an office that’s still open. You can also have calls transferred that
have been waiting in queue too long.
The Expected Wait Time feature provides a reliable estimate of the time a caller
will wait in queue before being connected to an agent. Based on that time, differ-
ent choices are presented to the caller, such as remaining in queue, leaving a
message for a later callback, or transferring to automated services (on INTUITY
Conversant Applications). Callers are more comfortable waiting in queue when
they know how long the wait will be and can choose alternate options.
The DEFINITY ECS offers a wide range of Call Center features which allow cus-
tomers to order via fax, via automated voice messaging, or via expedited per-
sonal service with minimal waiting in queue.
Provide Retailer Feedback to Suppliers
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Industry Applications
Any of DEFINITY ECS’s voice messaging products allow you to set up a voice
mailbox for receiving comments from retailers. You can handle the information
more elegantly by setting up an interactive survey using the CONVERSANT Voice
Information system. For example, those calling a retailer’s feedback hotline might
be presented with the following options:
■
To comment on an order, press 1.
To comment on a product, press 2.
■
After making one of these selections, the caller is given additional options, such
as:
■
■
■
Was your order delivered when promised?
Was your order complete?
Was your order undamaged?
The system can be set up to tabulate the data and generate reports, which could
be invaluable to suppliers. You can set up similar surveys to provide a variety of
market information for suppliers — giving them information about the effective-
ness of an advertising campaign, for example.
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Call Center Solutions
3
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 is
routed. That information is integrated with existing databases (see Chapter 4,
"Computer-Telephone Integration Solutions") and the combined data is used to
match caller to agent. Additional DEFINITY features politely keep callers waiting
in queue (a holding place for incoming calls) informed about how long it will
probably take to process the call. Detailed call statistics are constantly available
to agents and supervisors.
Calls coming into your DEFINITY ECS call center are queued up and routed
based on information that the system continually acquires. Each of your custom-
ers can be presented with a variety of options for leaving a voice message, leav-
ing a fax, or monitoring the status of his or her call. Using CONVERSANT voice
response software, the system can even respond appropriately to spoken infor-
mation.
This section describes the DEFINITY ECS call-center capabilities:
■
■
ios that give each caller the best possible service at the least cost.
■
■
■
more DEFINITY ECS systems.
its entered by the calling party.
skills of your call center agents, ensuring the best possible service to the
caller.
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Call Center Solutions
■
ties of your DEFINITY call center system with those of your CONVERSANT
Voice Information System.
■
■
■
■
tion which routes calls and supplies information to agents.
agement information about your call center.
®
graphic interface for your CentreVu Call Management System.
ing for smaller call center operations.
DEFINITY ECS provides an applications platform that consists of several ele-
ments. When these elements are integrated to meet your business requirements,
you will have the advanced call distribution and management capabilities that
will deliver the performance and growth necessary for your business success.
NOTE:
Some applications and products are unavailable in some countries. Please
check with your local distributor for further information about which features
and applications are available to you.
Automatic Call Distribution (ACD)
If your company has departments (such as sales, billing, or customer service)
that handle large volumes of incoming calls, you can benefit by using DEFINITY
ECS’s powerful ACD capabilities. ACD is the basic building block for call center
applications.
ACD offers you a method for distributing incoming calls efficiently and equitably
among available agents. With ACD, incoming calls can be directed to the first
idle or most idle agent within a group of agents. With most idle agent distribution,
an incoming call is routed to the agent who has been available for the longest
time, resulting in balanced workloads for agents.
Agents in an ACD environment are assigned to a hunt group, a group of agents
handling the same types of calls. DEFINITY ECS supports up to 600 different
hunt groups. Each hunt group has associated trunks, stations, recordings, and
queues. You can assign many ACD features on a per-hunt group basis to meet
the different needs of diverse agent groups. You can link a telephone number to
an ACD hunt group by associating a published number (often an 800 number)
with the hunt group extension number of the hunt group.
Each DEFINITY ECS can support and measure up to 5,200 agents. The total
number your system can support will depend on the system configuration, the
number of hunt groups to which agents are assigned, and the version of Cen-
treVu Call Management System you use.
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Automatic Call Distribution (ACD)
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 not
answered within an administrable time. Calls to Hunt Group C are redirected to
voice mail if not answered within an administrable time.
1)
2)
3)
4)
DEFINITY ECS
Incoming Lines
5) Group C: General Information
6) Queues
Group A: Business Travel 7) Call Coverage to Group C
Group B: Personal Travel 8) Voice Mail
Figure 3-1. A Basic Example of Automatic Call Distribution
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Call Center Solutions
DEFINITY ECS places all Automatic Call Distribution calls into a queue. Each call
stays in the queue until an agent becomes available, until an optional timed inter-
val expires, or until the caller hangs up. If the call has not been answered after an
administrable period of time, an announcement can be played for queued call-
ers. The call can then be connected to music to let the caller know that the call
has not been dropped, it can be sent to a coverage path, or it can be connected
to another announcement.
You can set a maximum queue length in a group to anywhere from 0 to 999 calls,
and you can establish a queue warning level. If the preset maximum queue
length is reached, additional incoming calls are redirected to a call-coverage
path (if administered), ensuring that calls are routed to an extension that will
answer the call or are given a busy signal. A priority-queuing feature allows you
to designate which calls should receive priority; these calls override the standard
first-in-first-out queuing pattern.
Two features provide for redirection of ACD hunt group calls:
■
Intraflow allows an ACD call to be redirected from one hunt group to
another through coverage paths that are assigned to determine call redi-
rection criteria.
■
Interflow allows new calls in a hunt group’s queue to overflow and be sent
to another ACD hunt group on another system using the Call Forwarding
All Calls feature. Interflow can be useful during the evening, during peak
operation times, or at other times when agents are unavailable.
ACD agents can use any DEFINITY ECS telephone. The CallMaster digital tele-
mended to meet the needs of ACD agents. A number of special ACD agent
features can be assigned to agents’ telephones to enable them to perform their
jobs effectively. In addition, special features are available to assist supervisors in
observing and monitoring the performance of agents.
Additional features give your company even more options when using ACD:
■
Stroke Counts provide ACD agents with the ability to record up to nine
definable events on a per-call basis by pressing a button when CentreVu
Call Management System is active. A tenth event records audio difficulty.
Forced Entry of Stroke Counts can be administered for every call
answered in the Manual-In mode.
■
Call Work Codes allow ACD agents to enter up to 16 digits while on an
ACD call (or in After Call Work mode) to record the occurrence of defin-
able events (such as account codes, social security numbers, or phone
numbers). CentreVu Call Management System is required to record Call
Work Code information. Forced Entry of Call Work Codes can be adminis-
tered for every call answered in the Manual-In mode.
■
Queue-Status uses button lamps and telephone displays to indicate call
status for calls waiting in an ACD queue on telephones with a digital dis-
play. It can also display how long the oldest call has been waiting.
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Call Vectoring
■
■
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 “nonhuman” agent positions to be automatically staffed
and made available.
■
■
Each agent can be logged into as many as four hunt groups at a time.
Malicious Call Trace allows you to designate stations that can trace emer-
gency or threatening calls. When an agent receives a malicious call, the
agent presses the Malicious Call Trace button. The system gathers trace
information and connects a voice recorder to the call. All equipment used
to complete the call is held up (the call cannot be disconnected) until the
feature is deactivated.
■
■
■
Redirection on No Answer allows an unanswered, ringing call to be redi-
rected to an ACD queue or to a Vector Directory Number (see below) after
an administered interval. The agent position will also be taken out of ser-
vice.
VuStats provides agents and supervisors with call management informa-
tion on their telephone displays. This customized information can include
how many calls an agent has taken and how many agents are on break,
for example.
Station Hunting allows calls to be routed first to the called extension, then
according to a linear, circular, or modified circular sequence of extensions.
The circular sequences work to distribute calls equitably, ensuring that
there are no overworked “first” extensions in a hunt group.
Call Vectoring
Call Vectoring is a versatile method of routing incoming calls that can be com-
bined with Automatic Call Distribution for maximum benefit and call center effi-
ciency. A call vector is a series of call-processing steps (such as providing
ringing tones, busy tones, music, announcements, and queuing the call to an
Automatic Call Distribution hunt group) that define how calls are handled and
routed. The steps, called vector commands, determine the type of processing
that specific calls will receive.
Vector commands may direct calls to on-premises or off-premises destinations,
to any skill or hunt group, or to a specific call treatment such as an announce-
ment, forced disconnect, forced busy, or music.
With combinations of different vector commands, incoming callers can be treated
differently depending on the time or day of the call, the expected wait time, the
importance of the call, or other criteria. DEFINITY ECS can route incoming callers
to up to 512 different vectors. Each vector can have up to 32 commands. DEFIN-
ITY ECS also allows vectors to be linked via the “Go to Vector” command.
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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 Vector Directory Number has
several properties that are administered by the system manager and that include
the extension number, Vector Directory Number name, class of restriction, dis-
play override, and the vector number associated with the Vector Directory Num-
ber.
Access to a Vector Directory Number may occur in many ways. Since a Vector
Directory Number is an extension, it can be accessed in almost any way that an
extension can be accessed.
Each Vector Directory Number maps to one vector. However, several Vector
Directory Numbers may map to the same vector.
When answering a call, the answering agent will see the information (such as the
name) associated with the Vector Directory Number on their display and can
respond to the call with knowledge of the dialed number. This operation provides
Dialed-Number Identification Service, allowing the agent to identify the purpose
of the incoming call.
Applications
There are many different applications for Call Vectoring. However, Call Vectoring
is used primarily to handle the call activity of Automatic Call Distribution hunt
groups. Call Vectoring can also manage a queue by keeping calls queued in up
to three hunt groups (with four different priority levels) while also providing a
series of other processing options. Other common applications include:
Special Treatment for Selected Callers
For example, calls from preferred credit card customers may receive priority
treatment, but they do not have to be handled by a separate hunt group. Agents
in the same hunt group can handle both preferred customers and all other cus-
tomers. Calls to different Vector Directory Numbers (and vectors) can queue to
different priority levels, with preferred customers having top priority. This means
that when all agents are busy in this hunt group, calls from preferred customers
would go to the top of the queue ahead of other callers already in the queue.
Night Treatment
During non-business hours, the call vector could route calls to a specified desti-
nation such as an announcement and then disconnect the call. During business
hours, the vector could queue calls to hunt groups for connections with agents.
All of this can be accomplished automatically without any intervention by the hunt
group supervisor.
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Look-Ahead Interflow
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 to another hunt group or the vector
can return a busy signal. However, if the number is below the threshold, the vec-
tor queues the call to that hunt group.
Information Announcements
for the Calling Party
The human intervention needed to distribute common messages can be mini-
mized with information announcements. People with a common interest can be
instructed to call a specific number (a Vector Directory Number) that connects to
a specific announcement vector, which routes callers to a voice messaging sys-
tem or to an integrated announcement circuit pack in the system.
Look-Ahead Interflow
Look-Ahead Interflow allows two DEFINITY systems equipped with Automatic
Call Distribution, Call Vectoring, and interconnected Integrated Services Digital
Network-Primary Rate Interface (ISDN-PRI) lines to exchange information on the
D-channel. In this way the systems can predetermine whether the receiving sys-
tem can handle a call diverted from the sending system. This feature allows your
company to ensure serving your customers incoming calls within specified ser-
vice levels, even when one of your call centers is experiencing increased call
requests. For example, you could direct calls to your call center in London if your
call center in Paris is experiencing heavy call requests or cannot satisfy incoming
calls for some reason.
Look-Ahead Interflow enhances Call Vectoring interflow by ensuring that calls do
not interflow to a backup system that cannot satisfy expected service levels.
A Look-Ahead Interflow call is attempted when a route to number command suc-
cessfully accesses an ISDN-PRI trunk group. A vector on the receiving system
then either accepts or denies the Look-Ahead Interflow call attempt based on
some condition, usually an Expected Wait Time threshold. The sending system
does not relinquish control of the call until it is accepted by the receiving system.
Until the call is accepted, the caller continues to hear any audio (such as ring-
back or music) applied by the sending system, and the call remains in any send-
ing system queues. If the call is accepted, the call is removed from any queues
at the sending system, and control of the call is passed to the receiving system.
If the call is denied, vector processing simply continues at the sending system.
Audible feedback and the call’s position in any queues at the sending system
remain unaltered so the caller is unaware that a Look-Ahead Interflow call
attempt has been made. The call vector may then apply alternate treatment,
which may include placing another Look-Ahead Interflow call to an alternate
backup system.
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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 on information collected from the
calling party. Call Prompting uses Call Vector commands to route calls based on
the information collected. It allows you to solicit and provide information to
incoming callers who are in queue without causing them to lose their place in
queue. Four applications are described below.
■
■
■
Automated attendant — Allows the calling party to enter the number of
any extension on the system. The call is then routed to the extension. This
allows you to reduce cost by reducing the need for live attendants.
DIVA (data in/voice answer) — Allows the calling party to hear selected
announcements based on the digits that he or she enters. This may be
used for applications such as an audio bulletin board.
Data collection — Allows the calling party to enter data that can then be
used by a host computer application to assist in call handling. For exam-
ple, this data may be the calling party’s account number, which could be
used to support an inquiry/response application.
■
Call center messaging — Gives the calling party the option of leaving a
message or waiting in queue for an agent. This may be used for an on-line
order entry system or to further automate an incoming-call center opera-
tion.
Expert Agent Selection
Expert Agent Selection provides a method for your call center managers to
match the needs of your callers to the skills/talents of your agents, ensuring the
best possible service to the caller. Expert Agent Selection allows certain skill
types to be assigned to a call type or Vector Directory Number. Routing incoming
calls through a Vector Directory Number then allows the system administrator to
direct calls to agents who have the particular agent skills required to fulfil the
caller’s needs successfully.
Caller needs can be identified by several methods. For example, information may
be passed from the network in Dialed-Number Identification Service digits or
Integrated System Digital Network messages, by call prompting digits or digits
entered at a Voice Response Unit, or by using CallVisor Adjunct Switch Applica-
tions Interface to access a host database. Expert Agent Selection then uses
each of the following capabilities to fulfill the caller’s needs.
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Expert Agent Selection
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 to each need or group of
needs. The skills are administered and associated for each of the following:
■
■
■
Vector Directory Numbers
Agent Login IDs
Callers
This refined skill definition capability allows you to organize call handling based
on customer, product, and language, for example.
You can assign agents up to four skills or sets of skills. Examples of agents’ skills
are: speaks Spanish, knows about Product X, can handle complaint calls, or has
access to a particular database. Each of the agent’s skills are rated on a scale of
1-16. The ACD software distributes any call waiting for one of the agent’s Level 1
skills when the agent becomes available. If no calls are waiting for a Level 1 skill,
the queued calls for Level 2 skills are distributed to the agent, and so on. Option-
ally, agents can take the highest priority, oldest call in queue, ignoring the skill
levels.
Up to three different skills can be administered to a Vector Directory Number in a
prioritized manner. The first or primary skill administered to a Vector Directory
Number would be the skill that is required or desired to service a call to that Vec-
tor Directory Number. The second and third skills are optionally administered to a
Vector Directory Number and represent other skills that are allowed to handle
calls to that Vector Directory Number.
Logical Agent
Logical Agent associates an agent’s login ID with a particular telephone only
when that agent is logged into a particular terminal.
The DEFINITY ECS treats agent login IDs as extension numbers. It identifies
agents based on their individual login IDs. Thus, each agent is no longer associ-
ated with a particular telephone. Agents can use any console and multiple
agents can use the same console on different shifts.
Agents use a single set of agent work mode buttons for all their skills. Work mode
buttons no longer have particular hunt groups (or skills) assigned to them. Any
telephone with work mode buttons can be used by any agent.
In addition to skills, the following capabilities are associated with agents’ login
IDs.
■
Calls — calls to the agent login ID reach the agent independent of the
telephone the agent is using.
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■
■
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 coverage path associated with the agent and not
to the coverage path associated with the telephone.
■
Restrictions — calls to the login ID or from the agent use the restrictions
associated with the agent and not the telephone.
Each console is fully functional even when an agent is not logged in. The restric-
tions, coverage, and name revert to the telephone administration when the agent
logs out.
Direct Agent Calling
Direct Agent Calling allows calls to be placed or transferred to an agent and
have the call treated as an ACD call. Direct Agent calls can be originated by sta-
tions or trunks (with the proper Class of Restriction). If the originator or receiver
does not have the proper Class of Restriction, the call is treated as a normal
non-ACD (personal) call.
Reason Codes
Reason Codes allow agents to specify the reason for going to Auxiliary Work
mode or logging out. Codes can be assigned to any reason: taking a break,
meeting, training, lunch, or handling mail, for example.
Voice Response Integration
Voice Response Integration combines call vectoring capabilities with the capa-
bilities of voice response units, particularly the CONVERSANT Voice Information
System. Voice Response Integration can do the following things:
■
Execute a CONVERSANT script while retaining control of the call in
DEFINITY vector processing
■
Execute a CONVERSANT script while the call remains in the hunt group
queue and retains its position in the queue
■
■
■
■
Pool CONVERSANT ports for multiple application
Use CONVERSANT as a flexible external announcement device
Pass data between DEFINITY and CONVERSANT
Tandem Voice Response Unit data through DEFINITY to an Adjunct Switch
Applications Interface host
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CallVisor Adjunct Switch Application Interface
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 local and host databases
Validation of caller information
Text to speech capabilities
Speech recognition
Increased recorded announcement capacity
Audiotext applications
Interactive Voice Response applications
Transaction processing applications
One of the advantages of Voice Response Integration is that it allows your callers
to make more productive use of queuing time. For example, while a call is waiting
in queue, the caller can listen to product information by completing an interactive
voice response transaction. In some cases, it may even be possible to resolve
the customer’s questions while the call is in queue. This can help reduce the
workload of agents during peak intervals.
If your caller was previously queued to an ACD hunt group, position in queue will
be maintained during the execution of a CONVERSANT script. If an agent on the
DEFINITY system becomes available to service the call, the line to the CONVER-
SANT Voice Information System is immediately dropped, and the calling party is
connected to the available agent.
CallVisor Adjunct Switch
Application Interface
CallVisor Adjunct Switch Application Interface (ASAI) enhances ACD by provid-
ing improved call automation. This improves agent efficiency and tracking.
Data-screen delivery can be automated. The system provides an interface
between the DEFINITY ECS and host computer applications. This two-way link
lets the host system determine who should get incoming calls and control the
routing of calls.
Home Agent/DEFINITY Extender
Two products, Home Agent and DEFINITY Extender, allow your agents to work
from home. With DEFINITY Extender, agents can use display consoles from
home and work exactly as they would in an office. Home Agent offers a similar
solution that enhances the capabilites of analog telephones. See Chapter 7,
"Telecommuting Solutions", for more information.
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Call Center Solutions
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 the people, traffic load, and
equipment in an ACD environment by answering such questions as:
■
■
■
■
■
How many calls are we handling?
How many callers abandon their calls before talking with an agent?
Are all agents handling a fair share of the calling load?
Are our lines busy often enough to warrant adding additional ones?
How has traffic changed in a given ACD hunt group over the past year?
The CentreVu Call Management System operates on a Sun Sparcserver 5 or 20
computer in conjunction with DEFINITY ECS. The DEFINITY ECS processor
sends information relating to trunk calls, station calls, calls routed by call vector-
ing, queued calls, agent actions, etc. to the CentreVu Call Management System
while call center activities are in progress. You can then generate real-time and
historical reports.
Real-time reports are displayed on the screen and dynamically show the status
of agents, agent groups, ACD queues, one group’s performance compared to
that of another group, one agent’s performance compared to that of another
agent, abandoned calls versus answered calls, etc.
The real-time information display can be updated every 3 to 30 seconds depend-
ing on the processor and environment being used. The system allows you to
have multiple windows open and functioning simultaneously on a single terminal.
Each window can be resized and repositioned on the screen. You can also scroll
through the information in the window.
Historical reports summarize call data into intervals (15, 30, or 60 minutes), and
by daily, weekly, or monthly totals. Historical data can be kept on-line at all times
to satisfy a variety of management information needs. The historical reports help
you know when to reorganize your ACD agent group structure, change staffing
levels, reprogram your incoming call vectors, reallocate your incoming trunks,
and redistribute your call-traffic loads. They can be scheduled to print automati-
cally at intervals.
You can select how much and how long summary data is stored. Weekly and
monthly summary data can be stored for up to ten years.
You can customize your reports using the standard reports as a starting point.
For example, you can overwrite the headings in copies of standard reports. You
can also create your own calculations. This flexibility enables you to report on
aspects of the ACD activity unique to your organization.
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CentreVu Supervisor
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 Management System data, add variable data, change and remove
forecasting data, and capture data from a particular period in order to forecast
staffing requirements.
CentreVu Supervisor
CentreVu Supervisor is a MicroSoft Windows-based graphic interface for the
CentreVu Call Management System described above. Besides the convenience
of managing calls from a personal computer, the primary advantages of Cen-
treVu Supervisor are:
■
Enhanced Reporting — The application provides many new ways to view
data:
— Pie and bar charts
— Integrated reports that combine real-time and historical data
— Threshold limits on real-time reports
■
■
■
Customized Reports — The Report Designer feature allows you to easily
create your own reports.
Graphical Interface — The familiar windows-type interface allows users to
learn the application more quickly.
Data Export — The application allows you to easily export data into other
Windows applications.
The CentreVu Call Management System is a prerequisite for the CentreVu Super-
visor software.
Basic Call Management System
The Basic Call Management System, an integrated, internal capability, is a
cost-effective solution for small start-up call centers, for existing companies with
minimum system-measuring/reporting requirements or as a back-up to the Cen-
treVu Call Management System. The Basic Call Management System helps you
fine tune your call-center operation by providing reports with the data necessary
to measure your call center agents’ performances.
This feature offers call management control and reporting at a low cost for
call-centers of up to 2000 agents. The Basic Call Management System is ideal for
companies that need call management features but do not require the same
capacities available with the larger CentreVu Call Management System, which
requires an adjunct processor.
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Call Center Solutions
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 various measurements for monitor-
ing the operations of an ACD application. Basic Call Management System soft-
ware organizes ACD calls and call-center measurements into functionally
different reports that supply information useful for managing ACD facilities and
personnel. The reports can be displayed on the system administration terminal in
real time, printed immediately, or scheduled for printing at a later time via the
Report Scheduler feature.
The following are the types of reports that can be generated:
■
Real-time reports
— Agent Status
— System Status
— Vector Directory Number Status
Historical reports
■
— Agent
— Agent Summary
— Split
— Split Summary
— Trunk Group
— Vector Directory Number report
Call Center Summary
Figure 3-2 summarizes how you might set up a DEFINITY Call Center.
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Call Center Summary
1)
2)
Your Office Building
8)
9)
CentreVu Supervisor
DEFINITY ECS
CallVisor Adjunct Switch
Applications Interface
3)
4)
5)
6)
7)
Remote Agents Using
DEFINITY Extender
10)
11)
INTUITY Conversant Voice
Response System
Remote Agents Using
Home Agent
Local Area Network
Remote Call Center Using 12)
Look Ahead Interflow
Host Computer
Local Agents Organized
By Skill
13)
Computer-Telephone Interface
Server
CentreVu Call
Management System
Figure 3-2. A DEFINITY Call Center
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Call Center Solutions
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 Center Packages Available in the
DEFINITY ECS
Call
Center
Basic
Call
Center
Plus
Call
Center
Deluxe
Call
Center
Elite
Feature
Automatic Call Distribution
Redirect On No Answer
Auto Available Split
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
Service Observing Basic
Service Observing Remote
MIA Across Skills/Splits and
ACW Treatment Options
ACW in MIA List
X
X
X
X
X
X
X
X
Multiple Call Handling On
Request
VuStats
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
Service Level
Login IDs
VuStats Enhancements
Move Agent/Change Skills While
Staffed
Forced Multiple Call Handling
Multiple Announcement Boards
Basic Call Management System
Service Level
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
Login IDs
Timed After Call Work/Agent
Pause Between Calls
Call Vectoring
X
X
Continued on next page
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Call Center Summary
Table 3-1. Call Center Packages Available in the
DEFINITY ECS — Continued
Call
Center
Basic
Call
Center
Plus
Call
Center
Deluxe
Call
Center
Elite
Feature
Call Prompting
X
X
X
X
Administrable Inter-digit
Time-outs
Caller Information Forwarding1
X
X
X
X
Service Observe on Vector
Directory Number
Vector Directory Number of
Origin Announcement
X
X
X
X
Vector Directory Number Real
Time Report
Call Work Codes
X
X
X
X
Redirect On No Answer To
Vector Directory Number
Vector Initiated Service
Observing
X
X
Enhanced Vector Administration
X
X
X
X
Route To With/Without
Coverage
Vectoring Enhancements
Wildcard Matching
X
X
X
X
X
X
Multiple Audio/Music
Sources
Vectoring Advanced Routing
ASA Routing
X
X
X
X
X
X
X
X
X
X
X
X
EWT Routing
VDN Calls Routing
Vectoring ANI/II Digits Routing
Expert Agent Selection
Increased Skills Capacities
Continued on next page
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Call Center Solutions
Table 3-1. Call Center Packages Available in the
DEFINITY ECS — Continued
Call
Center
Basic
Call
Center
Plus
Call
Center
Deluxe
Call
Center
Elite
Feature
Add/Remove Skills by
Feature Access Code
X
X
X
X
X
Service Observing on
Logical Agent
MWL for Logical Agent
Coverage
Inspect Button Shows
Station Name
Reason Codes
1. Caller Information Forwarding is only available in the United States.
Computer-Telephone Integration is a fundamental component of efficient call
Solutions" includes additional call center information.
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Computer-Telephone Integration
Solutions
4
Telecommunications and information systems are the fundamental building
blocks of most businesses. Whether a sale is being made, a question being
answered, or an order being placed, the telephone is the primary communica-
tions medium. And the information to make the sale, answer the question, or fulfill
the order is stored in the computer.
If these two building blocks are closely integrated, your business will realize
benefits that will redefine your standards for success and customer satisfaction.
DEFINITY ECS integrates data processing, data communications, and voice
communications.
The following Computer-Telephone Integration (CTI) products work with
DEFINITY ECS to unite your computer and telephone in powerful ways:
■
■
■
■
■
■
NOTE:
Some applications and products are unavailable in some countries.
Please check with your local distributor for further information about
which features and applications are available to you.
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Computer-Telephone Integration Solutions
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 can easily keep track of how long call-
ers have been on hold and who they are waiting for. Attendants can monitor up to
six calls at once. They need not fumble with pen and paper when handling calls,
as they can make notes on their computers about what each caller needs. All this
contributes to make a favorable first impression with your customers. Having the
call processing software on the same computer with spreadsheet, word process-
ing, or other software allows the attendants to stay productive between calls.
Your company directory is displayed on screen with busy extensions shaded. A
variety of search functions are available, so attendants can find names and
extensions easily. On-line photo identification allows attendants to quickly identify
employees. Calls are transferred with the press of a button. On-line help makes it
easy for attendants to remind themselves how to use the system.
The PC Console is easily customized, so even if attendants from different shifts
share the same computer, they can each preserve their preferences in the call
processing environment. The PC Console is available in English, Dutch, Spanish,
French, German, and Portuguese. It will be available in Italian in the fall of 1997.
If a Spanish-speaking attendant takes over for a French-speaking attendant, for
example, a single press of a button converts all labels, error messages and
on-line help to Spanish.
CallVisor Adjunct Switch Application
Interface
The CallVisor Adjunct Switch Application Interface (ASAI), is an optional software
package for the DEFINITY ECS, offers the productivity gains and customer ser-
vice benefits of computer-telephone integration, including faster, more efficient
call routing and handling. CallVisor ASAI establishes a built-in, two-way digital
link for direct communication between your Switch and computing environment.
The CallVisor interface is based on International Telecommunications Union (ITU)-T
standards for ISDN and on International Standards Organization (ISO) standards
for data communications. This comprehensive and open applications-level
interface provides access to and control of call-processing features via
computer. DEFINITY ECS supports the interface on ISDN-BRI and TCP/IP
connections as well.
AT&T developed CallVisor ASAI in cooperation with the 170-member ISDN/Digital
Multiplexed Interface Users Group, an association of technology companies that
promotes ISDN products and services. AT&T published the ASAI specifications
in December 1989.
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CallVisor Adjunct Switch Application Interface
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 specific customer needs for
integration applications. These applications include incoming and outgoing call
management, customer service, and office automation. ASAI satisfies the
following requirements for these applications:
■
Simultaneous delivery of information about a customer to a call center
agent’s terminal with call delivery
■
Set up, transfer, conference, and disconnect of calls controlled by a
computer application rather than manually at a telephone
■
■
Monitoring of calls arriving at particular extensions
Routing of calls based on call information such as originating telephone
number
■
■
Controlling system features like “message waiting lamp”
Agent login and out-of-call center groups through computers
Capabilities
CallVisor Adjunct Switch Application Interface. Defines eight application ser-
vice elements that incorporate 48 separate capabilities provided by the DEFIN-
ITY ECS system. The particular elements that are used in your application will
depend on the computer-telephone integration product with which the system is
communicating.
First Party Call Control. Used when the application is a communicating
endpoint in the call to be monitored or controlled. For example, the application
might involve a program on one PC making a call to a program on a second PC.
An application using First Party Call Control capabilities is limited to monitoring
and controlling only calls that are directed to it. The application can still take
advantage of some of the more advanced features of ISDN, however, such as
delivery of the calling-party number.
Third Party Call Control. Allows the computer application to control call
functions for other endpoints on the system. For example, an application can
specify two endpoints for a call and then request that the system establish a
connection between those two endpoints. The application here is not a true
endpoint in the call; it has merely used an ASAI message to request that the
system make the call and notify it when the call has been made. Once
established, the application can control the specific communication functions
required by the call.
Notification Application Service Element. Allows an application to request
delivery of information about events occurring in a system, such as alerting a
station by an incoming call, or connecting or disconnecting from the call.
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Computer-Telephone Integration Solutions
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, the system can
request a route for the call based on the calling-party or called-party number
information it passes to the computer. The computer can then send back an
extension to which the call can be routed.
ISDN Advice of Charge. Integrates charging information, collected during and
after outbound calls, with CTI applications. This information is useful for
managing costs. When the cost of each call is visible to the customer service
representative, the representative can work to shorten expensive calls.
Value Query. Requests information about the status or value of system objects or
parameters. For example, an application can request the time of day, the status
of call center agents and groups of agents, or information about the status of
particular stations.
Set Value. Allows an application to change the status of system objects such as
the message waiting indicator for a particular station.
Request Feature. Working with an application, can start and cancel Call
Forwarding or Send All Calls, or log call center agents in and out and change
their work modes.
Maintenance. Lets the system and computer send a message to show that the
ASAI link is operating.
With CallVisor ASAI capabilities, an inbound call center application can perform
a number of productive functions:
■
Monitor calls and report on agent/split activity.
■
Route calls based on Calling Line Identification and ACD activity such as
the number of calls in queue and available agents.
■
Prepare, deliver, and transfer the appropriate data screen to the agent
along with the voice call; and copy the screen to the supervisor’s terminal
in response to an agent’s request for help.
■
■
Capture the telephone number of abandoned calls for later callback.
Manage agent activity by automatically moving agents among splits
based on calling volumes.
CallVisor ASAI also supports preview and predictive dialing in outbound call
centers. Predictive Dialing ensures that call center agents only get answered
calls. CallVisor ASAI uses DEFINITY hardware to obtain an analysis of call events
such as whether a call has been answered or is busy.
CallVisor ASAI has a station-oriented mode of operation ideal for office
automation applications. In this mode, the computer application acts as a
surrogate end user, like a person with a telephone. The application can receive a
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CallVisor Adjunct Switch Application Interface
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 could be used, for example, to provide an integrated voice
and electronic mail system for office personnel. With this system, office personnel
can have a message waiting light turned on whenever an electronic mail
message is received or get an electronic mail message when a voice mail
message arrives. Another application is a “Follow-me” call forwarding
application, in which calls are automatically forwarded to different locations
based on a schedule entered by the user.
The CallVisor ASAI capabilities and features can be used to support a variety of
applications in the call center environment — as well as office automation
applications that include directory services, message desks, and phone
management. CallVisor ASAI-based applications let DEFINITY ECS and your
computers share and use information, complementing and enhancing the
communications and data-processing capabilities these systems deliver. These
capabilities can help you streamline operations, improve productivity, and
improve customer satisfaction.
Architecture
ASAI integrates the DEFINITY ECS with main-frames, minicomputers, personal
computers (PCs), and distributed computing environments (such as LANs and
client-server environments) for call center and office automation applications. In
an inbound call center, agents use a telephone and a computer connected to a
computing environment. The computer uses information it receives over the ASAI
link to display information about incoming calls on the agent’s terminal.
In outbound call centers, the agents’ equipment is similar, but the computing
environment uses the ASAI link to make outbound calls. ASAI also shifts agents
from inbound to outbound service and back. It can be used to provide
screen-based dialing and other office automation applications.
An ISDN primary rate interface (PRI) link provides calling-party and called-party
information to the various applications. This link is not required, but it lets
applications use network information provided by ISDN to broaden its scope.
Without a PRI link, automated voice response units can still gather information
needed by prompting with DNIS.
Application Programming Interface
ASAI provides an applications programming interface, which can be used by
vendors to develop computer-telephone integration applications. The applica-
tions programming interface supplies the syntax and operation of the function
calls used to invoke ASAI capabilities. The interface can be used to communi-
cate with vendor-specific application interfaces. For example, IBM has an appli-
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Computer-Telephone Integration Solutions
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 for
UNIX can also be linked to ASAI.
CallVisor for UNIX
The Lucent Technologies CallVisor for UNIX provides an ASAI interface between
a PC and your DEFINITY ECS. CallVisor for UNIX, also known as PC/ASAI is an
excellent choice to bring the benefits of CTI to office automation applications in
client-server computing environments.
CallVisor for UNIX uses the PC/ISDN Platform to provide connectivity to your
DEFINITY ECS system. The software includes an application programming
interface that allows you or vendors to develop applications that communicate
and utilize the information provided by the ASAI link.
The Novell Telephony Service for Netware is an example of a product that brings
you the benefits of linking your DEFINITY ECS with your computing environment.
Telephony Service for Netware links Novell’s Netware to your DEFINITY ECS,
providing access to common telephone features, such as autodialing,
conference calling, and message management in combination with information
stored in your client-server computing environment. The software also includes a
Lucent PassageWay desktop application that gives you the ability to speed-dial
calls and take notes that are associated with each call. Notes from previous
conversations are available with each call.
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CallVisor for UNIX
1)
2)
3)
DEFINITY ECS
8)
Personal Computer/ISDN Platforms
CallVisor ISDN Gateway
Primary Rate Interface
9)
CallVisor Adjunct Switch Applications
Interface; Call monitor and control,
Station monitor and control
10)
Calling number, Called number,
Agent extension
4)
5)
CallVisor for UNIX
11)
12)
Inbound Call Management
Adjunct Switch Applications Interface;
Call events, Outbound call requests,
Routing requests
Voice Response Applications,
Inbound Call Management
6)
7)
Conversant Voice Information System
13)
14)
Call Center, Office Automation
Digital Communications Protocol/Basic
Rate Interface
Call monitor and control, Station
monitor and control
Figure 4-1. DEFINITY ECS and CallVisor Adjunct Switch Applications
Interface
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Computer-Telephone Integration Solutions
CallVisor ASAI Gateway
The CallVisor ASAI Gateway provides ASAI capabilities for the DEFINITY Generic
2 system. See your Lucent Technologies account team if you would like addi-
tional information on migrating your CallVisor ASAI Gateway to the DEFINITY ECS
architecture.
CallVisor Services
With Lucent Technologies CallVisor Services Offerings, you can select the level of
service that meets their specific business needs. For instance, you can choose
only standard installation and maintenance of your DEFINITY CallVisor products.
You can increase the level of service to include complete management of the
call-flow design and/or project management of the installation and servicing of
the entire system, including other vendors’ equipment. CallVisor Enhanced
Services can provide you with the convenience and security of having a single
point of contact for design, installation, and maintenance of your
computer-telephone integration links.
CallVisor ASAI implementation services are available as follows:
■
Standard Installation — This option offers the services of technicians to
install and test all components of the computer-telphone integration.
■
Consultative Services — With this option, consultants are available to
assist you in the technical management and design of your
computer-telephone integration application. The following services are
included:
— Requirements Analysis — Includes surveying your current
operating environment, proposed applications, and project goals
and objectives with all parties involved in order to document the
steps necessary to achieve success.
— Call Scenario Development — Provides a detailed description of
the handling of each call that will be involved in your call center.
The call scenarios developed then become part of the computing
environment ASAI requirements.
— Call Center Consultation — Provides guidance in the design
process for the Automatic Call Distribution portions of the project,
including CMS report interpretation, split layout, and call handling
in the ASAI environment.
— General Consulting — Provides technical support to your
application developer.
— Functional Testing — Provides assistance in the design and
execution of a test program to examine the deliverable components
of your computer-telephone integration project.
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CallVisor ASAI Maintenance Services
— 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 center components from all
vendors involved. Consultative services must be provided with this
service.
CallVisor ASAI Maintenance Services
■
Standard Maintenance Agreement — This contractual service offering is
an extension of your warranty and includes call receipt, fault isolation, and
trouble resolution for Lucent Technologies elements of the
computer-telephone integration link.
■
Single Point of Contact — This enhanced service provides you with
management of all ongoing servicing for all Lucent Technologies
equipment as well as other vendors’ products in your CTI environment.
Other Vendor Products
AT&T/Lucent Technologies and a number of vendors have announced and jointly
developed products and services that make use of CallVisor ASAI as solutions
for your business needs. These efforts protect your business investment in exist-
ing Lucent and other vendor hardware and software while expanding your net-
work capabilities to incorporate new technologies and to meet constantly
changing business requirements. At the time of this book’s printing, the following
vendor implementations have been announced and are available.
Historically, IBM’s CallPath/400 provided a direct link to the DEFINITY ECS
system via CallVisor ASAI. CallPath/400 now requires Switch Server/2 for
DEFINITY integration. CallPath Switch Server/2 was enhanced to support
integration with CallPath CICS on Systems 370 and 390. DEFINITY/IBM
Integrations are now based on the CallPath Server/2 PS/2 platform, and the
CallPath Server/6000 platform. Either of these servers can support a variety of
clients.
Lucent Technologies and Dialogic Corporation have integrated the DEFINITY
Callvisor ASAI and Dialogic’s CT-Connect product. Because Dialogic corporation
was formed from a division of Digital Equipment Corporation, Dialogic’s
CT-Connect also supports Digital Equipment Corporation servers.
Stratus Computers Incorporated and Lucent Technologies have worked together
to provide an interface between Stratus Adjunct Interface and Lucent’s CallVisor
ASAI. Stratus offers a hardware fault-tolerant system targeted for customers’
critical on-line call center applications. The Stratus system is based on ASAI
code that was licensed from Lucent Technologies. This facilitates keeping the
Stratus product updated as new DEFINITY ASAI features are added.
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Computer-Telephone Integration Solutions
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
offer new applications and benefits resulting from an integrated interface from
Lucent Technologies systems to Tandem computers. Tandem’s Call Applications
Manager lets users collect incoming-call information, such as a caller’s phone
and account numbers, from a database within seconds.
Hewlett-Packard has also announced a product for its Applied Computerized
Telephone product line to connect HP 3000 and HP 9000 computers to DEFINITY
ECS. The product supports Lucent Technologies Adjunct Switch Applications
Interface in client/server implementations.
Global Information Services has implemented a computer telephone integration
server for the microchannel midrange line of products. The GIS server 3000 is
based on ASAI code licensed from Lucent Technologies to facilitate
implementation of new features. Working with several application vendors, GIS
will support other systems beyond DEFINITY using a middleware-based link.
A Software Developer’s Kit is available from Lucent Technologies that implements
the ASAI interface for UNIX or Solaris® x86/Intel servers. The licensed software is
bundled with an application package and re-sold to end users. This offering is
primarily licensed to independent software vendors, value-added resellers, and
systems integrators. Some technically advanced end users are also using the
developer’s kit.
Lucent Technologies will continue to develop agreements with other vendors,
continually enhancing your investment in Lucent Technologies technology.
Contact your local Lucent Technologies representative to get the latest
information on switch-to-host products that you can use to improve your bottom
line.
PassageWay
Lucent Technologies PassageWay products bring the telephone and the per-
sonal computer together into an integrated voice and data workstation that can
greatly enhance communications. With PassageWay, you can efficiently process
calls while accessing powerful voice and data features. It also permits you to
connect to a variety of host computers and other PCs through the networking
strengths of DEFINITY ECS. PassageWay provides error-free data transfer
between your personal computers and other shared resources. You can even
create your own applications to take advantage of the PassageWay connection.
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PassageWay
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 personal computer
offer alone.
PassageWay Direct Connection provides valuable computer-telephone
integration benefits, plus it is a platform bridge to a wealth of other
computer-telephone integration applications. Open Application Programming
Interface support and Windows Dynamic Data Exchange support allow
independent software vendors or internal software developers to create new
computer telephone integration applications or to enable existing applications to
be interfaced to the telephone. These independent software vendor’s products
utilize the PassageWay platform to expand the power and flexibility of computer
telephone integration at the desktop.
The PassageWay Direct Connection software applications are for the individual
desktop personal computer. However, using the Application Programming
Interface, Dynamic Data Exchange, or independent software vendor’s products,
PassageWay Direct Connection can be linked to the your Local Area Network.
PassageWay Direct Connection is well-suited for those users who are constantly
conducting business using both the a Windows-based personal computer and
an Lucent Technologies telephone and want to boost their efficiency.
Here is a list of the computer telephone integration software applications
included with each PassageWay Direct Connection product:
■
■
AT&T Call is a software card-file database that allows a customer’s record
to be previewed, the appropriate telephone number to be automatically
dialed, and notes to be taken quickly all with just a few mouse clicks.
AT&T Buzz instantly retrieves and displays the AT&T Call record
associated with an incoming call based on the Calling Party’s Telephone
Display Information (Automatic Number Identification, Call Prompting,
Conversant). AT&T Buzz also allows users to answer incoming calls from
their personal computer with only a single mouse click.
■
Log Viewer automatically maintains a record of every call either made from
AT&T Call or received from AT&T Buzz.
PassageWay Direct Connection supports international companies that need
A-law support and/or 8400 series telephones, which allow both two-wire and
four-wire connections.
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Computer-Telephone Integration Solutions
The following system requirements must be met for PassageWay Direct
Connection to function properly:
■
An IBM Compatible personal computer with:
— 386 or higher microprocessor
— Two megabytes of RAM (4MB recommended)
— Two megabytes of hard disk space
— 3.5” or 5/25” disk drive
— An available serial port
— Mouse or trackball
— VGA (or higher resolution) monitor
■
■
Microsoft Windows 3.1 or higher (in standard or enhanced mode) or
Windows for Work Groups 3.11 or higher
A DEFINITY ECS and one of the following telephones:
— 7400 series telephone
— CALLMASTER 4-wire Digital Communications Protocol telephone
(with adjunct power)
— 8400 series telephone
— 6400 series telephone
■
Local adjunct power (or closet power) for the DEFINITY PassageWay
Direct Connection device
The 8411 telephone can integrate PassageWay within the phone itself. Figure 4-2
shows a couple of typical PassageWay configurations.
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PassageWay
1)
2)
3)
2- or 4-wire DCP Port
Auxiliary Power
5)
6)
7)
Personal Computer
2-wire DCP Port
DCP Telephone
8411 DCP Telephone w/
PassageWay
4)
Passageway
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-
nologies computer telephone integration platforms including PassageWay Direct
Connection, PassageWay Telephony Services, and PC/Switch. The Fast Calling
Feature delivers multiple computer telephone integration capabilities for Call
Center and other computer users workers in your company. These capabilities
include:
■
Instant account information on screen (based on Calling/Called Party
and/or Caller Input Identification)
■
■
■
■
Coordinated Voice and Data Transfer
Outbound Preview Dialling
Inbound Call Handling Rules (user-defined call coverage)
Personal computer-based telephony (activation of Conference, Transfer,
Drop, and Hold from the personal computer)
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Computer-Telephone Integration Solutions
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 quickly
“telephony enabled” without the need for low-level software development. The
Fast Calling Feature takes advantage of simple keyboard recorded scripts and
macros.
The primary users of the Fast Calling Feature would be Call Center Agents or
employees who use a personal computer in their work. If these users want to
automate their existing Windows application to perform one of the five tasks
listed above, Fast Calling can enable them to do just that.
PassageWay Telephony Services
PassageWay Telephony Services connects the DEFINITY ECS and Novell Net-
works. Developed in partnership with Novell, it allows you to integrate a variety of
communications systems and software in one network. Its open architecture is
based on the ECMA CSTA international standard. Besides standard Windows
environments, PassageWay Telephony Services supports Windows NT, OS/2,
Macintosh, and UnixWare operating systems on a Novell NetWare LAN. The Tele-
phony Services Applications Programming Interface enables you to coordinate
the applications on the network. The programming interface is supported by 30
telecommunications vendors.
The Bulk Administration feature allows you to use existing databases to provision
the telephony server. You can also create filters for integrating the information the
server requires, using a variety of software to manipulate the data. The LAN
Traffic Measurements Utility provides tools for measuring LAN traffic versus
telephony traffic.
The PassageWay Telephony Services installation programs and documentation
are provided in U. S. English, French, German, Spanish, and Italian. See your
local distributor for information on whether other languages are available.
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Hospitality Solutions
5
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-
Works functions are now available through DEFINITY ECS. You can thus enjoy
robust hospitality functions on a state-of-the-art communications system that eas-
ily accommodates growth.
For example, DEFINITY ECS can provide:
■
Automatic wakeup for guest rooms. Assisted by voice prompts or tones,
guests can request their own wakeup call. The wakeup call can be as
simple as silence, or as elaborate as a custom sales message in the
native language of the guest, tailored to the time of day and day of the
week.
■
■
A check-in and check-out button on the attendant console. When a guest
is checked in, the desk clerk presses the check-in button; the server
prompts for an extension number, marks the room as occupied, and turns
the telephone on. At check-out, the reverse happens.
Feature access codes to signify certain conditions. For example, maids
can use the telephones in the rooms to change the room status from
“dirty” to “clean and ready for occupancy.”
■
■
■
A Do Not Disturb feature that turns off ringing in a room, except for
designated priority calls and automatic wakeup calls.
Guest voice messaging, which unburdens attendants and provides
guests with an important convenience.
Controlled Toll Restriction, which allows you to restrict some telephones
from making toll calls. In this way hotels can provide free local calls, while
still restricting toll calls.
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Hospitality Solutions
Lodging establishments often use three systems together:
■
■
■
Property management systems are used for making guest reservations, checking
guests in and out, printing guest bills, and other accounting functions. INTUITY
Lodging provides a variety of voice messaging and fax functions for guests, and
includes flexible administration capabilities that simplify moves and changes.
As the centerpiece of the hospitality communications network, DEFINITY ECS
continues to refine its integrating capabilities. For example, recent message
tandeming enhancements make it unnecessary for INTUITY Lodging and the
property management system to be directly connected (See Figure 5-1.)
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A) Before message tandeming 1)
INTUITY Lodging
B) After message tandeming
2)
3)
Property Management System
DEFINITY ECS
Figure 5-1. DEFINITY ECS Hospitality Integration
The general advantages of using DEFINITY ECS in the Hospitality industry are
DEFINITY ECS itself, and DEFNITY ECS’s communications with property
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Hospitality Solutions
INTUITY Lodging
Lucent Technologies INTUITY 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 mailboxes
that store voice or fax messages. INTUITY Lodging serves as a private answering
machine for each extension.
Users are greeted with spoken prompts that guide them in pressing keypad
buttons to make choices Because touch tones are not needed to leave a
message for a guest, outside callers may use rotary phones.
Hotel guests can leave messages for each other without going through the
attendant. For incoming calls, an attendant transfers the call to the appropriate
room. If the guest does not answer the call or if the line is busy, the call is
automatically transferred to the guest’s voice mailbox, where the caller can leave
a voice message.
A message-waiting indicator on the guest’s phone notifies the guest that the
voice mailbox contains messages. Guests are assigned a password for
accessing messages remotely. They can retrieve and save messages from any
telephone, on or off premises.
Calls are transferred to an attendant when any caller:
0
■
■
■
■
Presses
at any time (for assistance)
Leaves a maximum-length message
Stays on the line after leaving a message
Is silent when prompted to leave a message
Fax Messaging
With the Fax Messaging option, the caller can leave a fax by simply pressing a
key when prompted and starting the fax transmission. The fax is stored until the
guest, instructed by the system’s voice prompts, does one of the following:
■
■
■
■
Sends it to a common printer
Sends it to a personal printer
Retrieves it into a portable computer
Forwards it to another location
Guests or administrators can also send faxes to multiple locations
simultaneously.
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INTUITY Lodging
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 will
hear menus and prompts in their chosen languages after logging in to retrieve
messages. Contact your account representative for language options.
Call Accounting
Call Accounting takes call records supplied by the server, puts the records into a
standard bill format, and sends the billing information to the property manage-
ment system. When guests check out, their long distance calling charges are
printed automatically on their bill. This gives you better control over telephone
usage revenue.
Additional Features
INTUITY Lodging includes many features similar to those of DEFINITY AUDIX and
tions"). Guests may record their own personal greetings, for example, and broad-
cast messages to many recipients simultaneously.
When guests change rooms, their voice mailboxes can move with them.
Attendants can change room A with room B, transfer room A to room B, or merge
room A with room B so messages are not missed. Security and backup features
protect privacy and ensure that information is not lost.
System administrators have many options for controlling the operation of INTUITY
Lodging. For example, they can:
■
■
■
■
Set fax options
Customize the voice prompts
Designate call coverage paths
Define conditions under which callers are automatically sent to an
attendant
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Hospitality Solutions
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 ECS provided additional hospitality
features. The primary enhancements are:
■
■
■
■
■
Message Tandeming
Dial by Name
Dual Wakeup
Attendant Backup
Attendant Crisis Alert
Message Tandeming
DEFINITY ECS tandems messages between the property management system
and INTUITY Lodging so the systems need not be connected to each other. The
following property management system messages are tandemed:
■
■
■
■
■
■
check-in
check-out
room-data-image
guest information
message waiting
room-swap
Attendant Backup
The Attendant Backup feature allows you to access most attendant console fea-
tures from one or more specially-administered backup telephones. This allows
you to answer calls more promptly, thus providing better service to your guests
and prospective clients.
When the attendant console is busy, you can answer overflow calls from the
backup telephones by pressing a button or dialing a feature access code. You
can then process the calls as if you are at the attendant console. The
recommended backup telephones are the Lucent Technologies Models 8434,
8410, 6408D+, 6416D+, and 6424D+.
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E911/CAMA Trunk
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 when they arrive
at the hotel by identifying where the call came from and when the call was made.
This feature uses the Automatic Route Selection feature to allow routing of any
emergency service access code to the appropriate emergency service agency,
while also identifying the call for crisis alerting.
After the emergency call is placed and successfully routed to the local
emergency service agency, the attendant console is notified immediately by a
special emergency alerting tone and a special emergency display (the
emergency call itself cannot be answered at the attendant console, but the call
information is displayed). The attendant can then note the room number and
contact the appropriate personnel at the hotel to assist with the emergency.
When someone makes an emergency call, the following happens:
■
The call is routed to the local emergency service agency. The call does
not route to the attendant console.
Pos Busy
■
The Position Available lamp goes off and the
lamp goes on. This
prevents new incoming calls from interrupting this emergency notification.
All new incoming calls are queued and can be answered after the
emergency notification is processed.
Crisis Alert
■
■
■
The
lamp flashes.
The special emergency alerting tone starts.
The following is displayed at the attendant console:
a= <Name>
<Ext No.>
EMERGENCY
■
The call information is logged in the server and is printed on the
journal/schedule printer (if administered).
Crisis Alert
The attendant turns the lamp and tone off by pressing the
button
repeatedly. Each subsequent emergency notification is queued with a 5-second
delay to allow the attendant to finish processing each notification.
E911/CAMA Trunk
The E911/Centralized Automatic Message Accounting (CAMA) trunk interface
circuit packs allow DEFINITY to interface with CAMA trunks and to provide
Caller’s Emergency Service Identification (CESID) information to the local com-
munity’s Enhanced 911 system through the local central office.
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Hospitality Solutions
Communications with Property
Management Systems
DEFINITY ECS exchanges guest status information (room number, call coverage
path, etc.) with the property management system. There are two ways that the
guest data can be encoded:
■
Using a combination of Binary Coded Decimal encoding and the ASCII
character set
■
Using only the ASCII character set
As an additional GuestWorks enhancement, DEFINITY ECS can now use the
newly preferred ASCII message set in addition to the mixed BCD/ASCII message
set. In this way DEFINITY ECS is compatible with a wide range of property
management systems: established systems that use a combination, and new
systems that exclusively use ASCII.
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Mobility Solutions
6
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 control costs by reducing time and resources spent on paging employees,
interrupting work to find a phone, rushing to answer calls, or being tethered to the
desk waiting for an important call. Reliable wireless tools remove the fear of los-
ing customers who couldn’t wait to reach you directly.
Lucent Technologies is the top U. S. provider of wireless solutions for business.
Lucent’s FreeWorks™ Solutions offer a range of options from cordless telephones
to integrated cellular business systems that greatly enhance the flexibility of
wireless telephones.
NOTE:
Some applications and products are unavailable in some countries. Please
check with your local distributor for further information about which features
and applications are available to you.
Cordless Solution
Lucent’s cordless telephones and speakerphones give you complete freedom to
make and receive calls around your immediate work area. The Multiline Digital
Cordless Business Telephone features crystal clear voice quality, consistent pri-
vacy and secure operation. It also includes an intercom feature, conference and
transfer capabilities, and programmable feature buttons.
555-230-024
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Mobility Solutions
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 square meters) in most business environ-
ments.
Figure 6-1. TransTalk 9000
TransTalk 9000 is available in two configurations:
■
Complete System, consisting of a carrier that holds up to six radio
modules, MDW 9000 wireless telephones, and corresponding charging
cradles, radio modules, and holsters.
■
Stand-alone, consisting of a single radio module, wireless telephone,
charging cradle, and holster.
The wireless telephones have all the same features as the cordless business
phone, plus these additional ones:
■
■
■
Automatic registration
Trouble lights
Extended battery life
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Long Range Mobility Solutions
■
■
■
■
■
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 that will keep you in touch with
customers, coworkers, and suppliers wherever you go in your office complex—
desk-to-desk, office-to-office, or office-to-warehouse. In both systems, overlap-
ping zones allow you to move about freely without changing phones (Figure 6-2).
The phone connection is “handed off” from one transmitter to another as neces-
sary (within the influence of a single radio controller).
Figure 6-2. Long Range Mobility Solutions
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Mobility Solutions
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 uses an adjunct device but offers slightly higher
capacities. It also uses an international industry standard that is more common in
some parts of the world.
Both systems feature Lucent’s Wireless System Engineering Expert Design
System. This patented software, which is unique in the wireless industry,
analyzes the building or campus space and determines how the wireless system
should be configured. It precisely locates base stations within the structure or
structures. The software effectively eliminates the most difficult aspect of wireless
implementation and ensures maximum efficiency and lower life cycle costs.
DEFINITY Wireless Business System
The DEFINITY Wireless Business System relies on the DEFINITY ECS system to
manage mobility. It uses Personal Wireless Telecommunications technology,
which is a leading protocol in the United States. This standard, which has the pri-
mary advantage of permitting up to 12 simultaneous conversations per base sta-
tion, defines the radio interface between the portable telephones and the base
stations in the system.
The DEFINITY Wireless Business System is fully integrated with the DEFINITY
ECS, and offers users full access to the DEFINITY ECS features. The system has
the following maximum capacities:
■
■
■
260 wireless telephones
60 base stations
7,000 to 40,000 calls per busy hour (depending on DEFINITY ECS
configuration)
■
4 million square foot (1.2 million square meter) coverage area
Forum Personal Communications Manager
The Forum Personal Communications Manager uses a Forum switch, which can
serve as an adjunct to DEFINITY ECS, to manage mobility. The system uses
Cordless Telephone Generation 2 (CT2) technology, which is a global standard
for wireless telephone service. This standard defines the radio interface between
the Forum pocket telephones and the base stations in the system.
Forum’s System Manager provides superior system administration capabilities.
The Forum Personal Communications Manager can accommodate even the
largest businesses. It has the following maximum capacities:
■
500 wireless telephones
126 base stations
■
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Long Range Mobility Solutions
■
■
■
6 PRI interfaces
1 Sun workstation
4 million square foot (1.2 million square meter) coverage area
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Mobility Solutions
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Telecommuting Solutions
7
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-
tracted by normal office routines, and frequently end up working longer hours
with greater output. During severe weather, they can continue working when oth-
ers cannot.
Special DEFINITY system modules are available for telecommuting. In addition,
many standard DEFINITY ECS and voice messaging features work well for
telecommuters.
DEFINITY Extender
DEFINITY Extender allows you to use a fully functional DCP telephone at a
remote location. The telephone looks and performs exactly as if it were directly
connected to your office DEFINITY ECS.
The system uses a module at the DEFINITY system and a module at the remote
location to provide full service. The Extender works with the 8410D, the 8434,
and the 603E DCP telephones. Since these DCP phones have displays, the
system works well for call center agents working from home. A dial-in number
and password makes the system reasonably secure from unauthorized use.
Lucent Technologies TelecommuterModule
Lucent Technologies Telecommuter Module is a lower-end telecommuting solu-
tion that is ideal for telecommuters who are not necessarily call center agents.
Incoming calls are redirected to the telecommuter’s home number and redirected
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Telecommuting Solutions
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 DEFINITY ECS available to telecommuters from
any touch-tone phone. They can:
■
■
■
■
■
Transfer a call
Set up a conference call
Use abbreviated dialing
Place long-distance calls
Receive, leave and retrieve voice messages
Telecommuters need not always be at a fixed location, as the target telephone
number is easily changed. The modules can be reprogrammed to accommodate
different users as well. The module can be set up in two modes:
■
Per Session Mode (intensive calling requirements), in which a continuous
link is maintained between the telecommuter’s phone and the office
DEFINITY ECS. It eliminates the need to log in and log out when making
calls. The telecommuter’s phone is continuously off-hook, and incoming
calls indicated by a distinctive tone.
■
Per Call Mode (moderate calling requirements), in which the employee
must log in to make calls or use DEFINITY features. The module rings the
telecommuter’s phone when incoming calls arrive, using a distinctive tone.
This allows the employee to distinguish between business and personal
calls so he or she can answer appropriately.
Each module can be shared by as many as 25 users (though only one may be
logged in at any one time). Several security features make it difficult for the
system to be abused by hackers.
DEFINITY ECS Features for Telecommuting
DEFINITY ECS includes several features for the convenience of telecommuters:
Remote Call Coverage/
Call Forwarding Off-Net
Remote Call Coverage and Call Forwarding Off-Net allow calls to be redirected to
a remote location. This allows you to have calls placed to your on-site office redi-
rected to your home office. You can administer the system to either monitor calls
and bring them back for additional processing if not answered or to leave calls at
the remote (off-net) location.
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Extended User Administration of Redirected
Calls (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 location. Thus you can change the path or exten-
sion from your home office, for example.
Personal Station Access
Personal Station Access allows you to transfer your telephone station prefer-
ences and permissions to any other compatible telephone. This includes the def-
inition of terminal buttons, abbreviated dial lists, and Class of Service and Class
of Restrictions permissions. It can be used on-site or off-site (with DEFINITY
Extender). This has several telecommuting applications. For example, several
telecommuting employees can share the same office on different days of the
week. The employees can easily and remotely make the shared telephone
“theirs” for the day. Remote use requires DEFINITY Extender (described on
Station Security Codes
Station Security Codes protect access to telephone stations. Now these codes
can be changed by the telephone users. This allows you to easily ensure protec-
tion of your console features.
All of these features are described in detail in the DFEFINITY ECS R5.4
Administration and Feature Description (555-230-522) under the following feature
names:
■
■
■
■
■
Call Coverage
Call Forwarding
Extended User Administration of Redirected Calls
Personal Station Access
Station Security Codes
AUDIX Features for Telecommuting
The following DEFINITY (and INTUITY) AUDIX features are useful for telecommut-
ing:
■
Multiple Personal Greetings allow subscribers to prepare a pool of up to
nine personal greetings to save time and provide more personal customer
service. Separate messages can indicate the subscriber is on the phone,
away from the desk, on vacation, etc. Different messages also can apply
to internal, external, or after-hours calls.
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Telecommuting Solutions
■
■
■
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 of priority messages
only. This allows the telecommuter to be relatively undisturbed by
notifications of messages that do not require immediate attention.
Call Answering for Nonresident Subscribers provides AUDIX System
mailboxes for users who do not have an extension number on the
DEFINITY system.
For example, when working at home, you set up Priority Outcalling so the system
will call you when you have important messages. Then you activate a personal
greeting that says something like, “Thanks for calling. I’m working away from the
office today. I’ll be checking voice mail periodically, so please leave a message.
If your message is urgent, press 2 after recording it. This will give your message
priority status. The system will notify me of your priority message almost
immediately.”
CONVERSANT Features for Telecommuting
The CONVERSANT Voice Information System also has built-in advantages for
telecommuters. For example, it provides a fax mailbox for easy storage and
access of faxes. It also allows salespeople to obtain information easily and enter
orders from a remote location.
CONVERSANT also makes it easy for call center attendants to work at home
using analog telephones. The HOME AGENT application assigns two analog
ports on the DEFINITY system to each agent. The telecommuters appear to the
system and to callers as on-site agents.
The agent working at home uses an analog feature telephone. No display
information can be provided to the agent, but the CONVERSANT system can
speak to the agent during a call, supplying call processing status and other
information. Log-ins and passwords help keep the system secure.
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Data Management Solutions
8
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 data —
are converted to digital form before being switched. Analog data compatible with
data modules and fax machines can be transmitted through DEFINITY ECS at
speeds up to 28.8 kbps. Digital data can be transmitted at speeds up to 64 kbps
per channel.
Data Communications Capabilities
Whether your data environment is asynchronous, synchronous, or a combination
of both, DEFINITY ECS’s data-switching capabilities can greatly enhance your
company’s data communications. Using DEFINITY ECS to switch your company’s
data has many possible benefits:
■
■
■
It can greatly reduce the number of terminals and amount of cabling
required.
It enables employees to gain needed access to host computers,
applications, and databases.
It provides connectivity between different data environments that your
company may have — asynchronous, synchronous, and personal
computer environments.
■
■
The jacks, twisted-pair wiring, and optical fiber used by the premises
distribution system contribute to easy installations and easy moves.
Voice and data are integrated and transmitted over the same wires;
employees can exchange data and discuss it over the phone at the same
time.
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Data Management Solutions
■
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 ECS’s networking strengths can expand
data connectivity to wider areas. And its system management capabilities
can monitor and control your data communications.
DEFINITY ECS can be used in a variety of data applications. The ones listed
below are just a few examples of the many ways in which you can use DEFINITY
ECS to improve your data communications:
■
■
■
■
■
■
■
■
Switched asynchronous host-computer access
Switched synchronous host-computer access
Off-site computer access via modem pooling
Local area network bridging
Information System Network access
Personal computer networking
Switched videoconferencing
FAX networking
See your local distributor for information on how you can make DEFINITY ECS’s
data communications capabilities work for you.
NOTE:
Some applications and products are unavailable in some countries. Please
check with your local distributor for further information about which features
and applications are available to you.
Data Management Features
DEFINITY ECS offers a number of data management features to help control your
data environment and allow users quick and convenient access to data.
features. The following list introduces just a few of these features:
■
capabilities to support end-to-end wideband connections between
customer endpoints in either dedicated or switched networks connected
to the DEFINITY ECS. Multiples of 64 kbps (n x 64) are supported,
providing compatibility with AT&T 384 kbps and 1.536 Mbps (H0 and H11)
network services. The DS1 Interface Circuit Pack serves as both the line
side and trunk side interface.
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Data Management Features
1
1)
2)
DEFINITY ECS
4)
5)
Digital Signal Level 1
ISDN-PRI to a Wideband
Application
ISDN-PRI to Switch or dedicated
network
3)
Fractional T-1 to Wideband
Application
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
be either permanent or scheduled. The feature supports Auto Restoration
(preserving the active session) for connections routed over
Software-Defined Data Network trunks and an administrable retry interval
(from 1 to 60 minutes) to re-establish a connection. The resulting benefits
are increased reliability of your data networks and improved disaster
recovery.
■
Alphanumeric Dialing enhances computer dialing by allowing a computer
user to place a data call by entering an alphanumeric name, making
dialing both convenient and user-friendly. When an alphanumeric name is
entered from a user’s terminal, the system converts the name to a
sequence of digits by searching through an administered alphanumeric
dialing table. The system then dials those digits just as if the user had
entered the digits.
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Data Management Solutions
■
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 number the majority of the time a very simple method of dialing
that number.
■
■
Data Call Setup enables you to set up data calls (at any of the
industry-standard rates) using a telephone or a computer keyboard.
Data Hotline enables you to administer a data module so that when the
module goes off-hook the data call is immediately placed to the
preassigned number. This feature may also be used to restrict a data
module to the assigned number only.
■
Data Protection prevents disruption of data transmissions by DEFINITY
ECS’s other features or tones. Both the originating and terminating ends of
the call are protected.
■
■
■
Data Communications Access allows you to communicate with a
computer via analog trunks.
Host-Computer Access allows data endpoints with data modules to
access a computer directly.
Modem Pooling allows conversion resources to be grouped into pools and
shared for access to analog facilities, eliminating the need for a dedicated
modem at every terminal.
Digital Interfaces
Lucent Technologies DEFINITY ECS offers powerful digital interfaces for
high-speed voice, data, and integrated voice/data transmission.
■
DEFINITY’s digital architecture, provides integrated voice and data
communications between terminals and the system.
■
economical interface for terminal-to-host, switch-to-host, and host-to-host
communications.
DEFINITY ECS supports a wide variety of bit-oriented signalling formats on Digi-
tal Signal Level 1 (1.544-Mbps) facilities, compatible with local CO services,
AT&T nodal network services (such as AT&T MEGACOM services), and services
conforming to European Conference of Postal and Telecommunications stan-
dards in the international marketplace (2.048-Mbps).
DEFINITY ECS implements both standard ISDN interfaces: ISDN-PRI and
ISDN-BRI. It is one of the first systems to make both ISDN interfaces available at
all line sizes — small, medium, or large. With both interfaces, Lucent Technolo-
gies delivers the advantages of full end-to-end ISDN connectivity to every desk-
top.
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Digital Interfaces
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 functions by integrating voice
and high-speed data. DCP continues to serve as a key digital interface for
DEFINITY ECS.
Like ISDN-Basic Rate Interface, DCP defines the communications interface
between a terminal and the switch. It consists of two 64-kbps information (or
bearer) channels and a separate 8-kbps channel for signalling and control infor-
mation (or data channel). Out-of-band signalling via the data channel allows the
information channels to be used for clear-channel transmission.
DCP’s framing structure allows voice, data, and signalling information to be trans-
mitted with low overhead and virtually free of errors. DCP transmits at a rate of
8,000 frames per second or 160 kbps. DCP allows data and digitized voice to be
multiplexed on one or two twisted pairs, terminating in a standard telephone jack.
Digital Multiplexed Interface
DEFINITY ECS supports high-speed, efficient data communications through
Lucent’s Digital Multiplexed Interface. Digital Multiplexed Interface allows com-
munications between a terminal and host computer, between a switch and host
computer, and between two host computers.
Digital Multiplexed Interface is consistent with ISDN-PRI. 24 64-kbps channels
(one of which is reserved for signalling information) transfer data between two
endpoints through the DEFINITY ECS. The multiplexed channels can be sent
over standard Digital Signal Level 1 facilities, allowing the host computer to be
located remotely.
Digital Multiplexed Interface offers two major advantages. It delivers a standard,
single-port interface for linking host computers internally and externally via T1
carrier. And, since it is compatible with ISDN standards and is licensed to numer-
ous equipment manufacturers, it promotes multi-vendor connectivity.
DEFINITY ECS supports two versions of Digital Multiplexed Interface, each differ-
ing in the way information is carried over the 24th channel:
■
■
Digital Multiplexed Interface-bit-oriented signalling carries framing and
alarm data and signalling information for connections to host computers
and other vendor equipment.
Digital Multiplexed Interface message-oriented signalling, fully compatible
with ISDN-PRI, uses the same message-oriented signalling format, Link
Access Procedure on the D-channel, as ISDN-PRI for control and
signalling. These signalling capabilities extend the advantages of Digital
Multiplexed Interface-Message Oriented Signalling multiplexed
communications to the public ISDN network.
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Data Management Solutions
Both Digital Multiplexed Interface-Bit Oriented Signalling and Digital Multiplexed
Interface-Message Oriented Signalling use 23 information (bearer) channels and
one signalling (data) channel multiplexed on a 1.544-Mbps Digital Signal Level 1
carrier link.
ISDN-PRI
ISDN-PRI delivers ISDN service to DEFINITY ECS for high-speed connectivity to
the public switched telephone network and to other switches in a private or pub-
lic network. It can also be used to connect to host computers that support the
interface. PRI provides 24 64-kbps channels arranged in the North American
ISDN standard of 23B plus D. That is, the 24 channels are divided into 23 bearer
(B) channels at 64 kbps for information transmission and one signalling (D) chan-
nel at 64 kbps for control and signalling. Outside the United States, DEFINITY
ECS also supports ISDN-PRI using the international E1 format, which provides
30B plus D.
working Solutions" for information on these applications.
ISDN-BRI
ISDN-BRI provides an international BRI platform that offers multiple protocol
options to meet specific country and application requirements. This gives the
customer an inexpensive way to connect DEFINITY to ISDN services provided by
their local telecommunications network provider. It provides access to Video
Conferencing, Desktop Video Conferencing, Data Transmission, and other
non-voice based applications that use BRI as a communication interface.
ISDN-BRI supports the following country protocols:
■
Bellcore National ISDN-1 protocol in the United States (TR268)
■
National protocols in Australia (AUSTEL TS013, Telecom Australia TPH
1962), Japan (NTT BRI) and Singapore (FETEX 150 TIF 218)
■
ETSI NET 3 protocol (ETS 300 102) for use in most of Europe
ISDN-BRI supports multipoint (up to two devices per port) only for the Bellcore
National ISDN-1 Country Protocol option.
The ISDN-BRI Trunk, also called the Trunk-Side BRI circuit pack, allows DEFINITY
to support the T interface and the S/T interface as defined by ISDN standards
(ITU-T recommendation I.411). The circuit pack provides eight ports to the net-
work and supports two B channels and one D channel. It supports essential (not
supplementary) ISDN services.
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Digital Interfaces
Data Modules
Data modules connect DEFINITY ECS with other communications equipment,
changing protocol, connections, and timing as necessary.
DEFINITY ECS supports the following types of data module:
■
■
■
■
■
■
■
■
High Speed Links
Data stands
Modular-processor data module
Modular-trunk data module
Asynchronous data module (for ISDN-Basic Rate Interface telephones)
Terminal adapters
All of these data modules support industry standards and include options for set-
ting the operating profile to match that of the data equipment. The data modules
that are currently available with DEFINITY ECS are described below.
High Speed Links
The DEFINITY High Speed Link, a DCP-based data module, lets you transmit
data through your DEFINITY Communications System at faster speeds, allowing
you to take advantage of emerging technologies such as videoconferencing and
Local Area Network bridging.
More and more companies are realizing that technologies and applications, such
as Local Area Network-to-Local Area Network communication, videoconferenc-
ing, file transfer, and Group 4 fax transmissions are necessary to compete effec-
tively in a global market. The DEFINITY High Speed Link offers you a
cost-effective way to manage these applications.
Used when integrated voice and data is not required, the High Speed Link has
an internally timed V.35 interface for synchronous data transmissions at 56 kbps
(half and full duplex) and 64 kbps (full duplex) in both switched and permanent
connections.
It offers access to low-cost, dial-up communications and provides a link to
high-speed network services such as the ACCUNET Switched Digital Services
and Software Defined Data Network Services. When accessing these network
services, the High Speed Link can communicate with applications terminating on
either a digital service unit or another High Speed Link.
Its numerous testing features make system fault isolation easy. For example, the
High Speed Link offers a variety of client-or network-initiated loop-back tests that
increase reliability, such as the capability to isolate problems remotely.
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Data Management Solutions
There is an interface that can be configured as an RS-366 Automatic Calling Unit
or an RS-232 asynchronous data interface that supports a limited AT command
set for call control.
All options are software definable and stored in nonvolatile memory. The reset
options feature makes it easy to load default options. Designed to be easily
upgraded, the High Speed Link has a memory cartridge interface for firmer
upgrades to support new features.
The unit is externally powered, and it can be rack mounted with up to eight units
and located up to 5000 feet (1525 m) from the DEFINITY ECS.
7000-Series Data Modules
The 7000-series data modules are designed to give you simultaneous voice and
data access in a single, low-cost data module. The single DCP connection
means you will never miss a voice call when you are on a data call.
The 7400B Plus and 7400A dual-function data modules provide full-duplex, asyn-
chronous connectivity for DCP applications. They emulate the industry-standard
Hayes modems and work with host-connection software packages that use the
Hayes command set. Priced competitively with Hayes-compatible modems (that
operate at 1200-2400 bps), the modules give you a choice of transmission
speeds ranging from 300 bps to 19.2 kbps.
The 7400B Plus provides integrated, simultaneous, voice/data communications
over twisted pair wiring. It is easy to install and operate and plugs into any modu-
lar DCP telephone outlet. It features two ports: a modular DCP port for a digital
telephone and an RS-232 port for a personal computer or terminal.
In desktop configuration, the 7400B Plus provides twisted-pair connectivity for
personal computers and asynchronous computers at transmission speeds rang-
ing from 300 bps to 19.2 kbps. It operates with all 7400-series digital telephones,
including the CallMaster Voice Terminal. On the trunk side, the 7400B Plus can
connect to asynchronous host computers at speeds as high as 19.2 kbps.
The 7400A simplifies modem-pooling connections. It offers an alternative to the
modular trunk data module in environments where only asynchronous communi-
cations capabilities are required. When used with the 7400B Plus on the desktop,
the 7400A in the modem pool can raise system speeds while supporting
Hayes-compatible communications packages. The 7400A features simple con-
nections: one for a DCP line to the DEFINITY ECS, another for an RS-232 connec-
tion to Hayes-compatible modems.
The 7500B data module gives you synchronous or asynchronous connectivity for
ISDN-Basic Rate Interface applications such as video conferencing, FAX, and
personal computers at speeds up to 64 kbps. The 7500B features three connec-
tions: one to the Basic Rate Interface line to the DEFINITY ECS, one to a
7500-series telephone, and one (RS-232) to the computer. The module may be
used stand-alone or in conjunction with a 7500 series telephone.
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Digital Interfaces
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 stand-alone configu-
rations or for use with 8500-series telephones.
Asynchronous Data Unit
The asynchronous data unit offers an economic alternative to data modules for
connecting Electronic Industries Association RS-232 data endpoints to the
DEFINITY ECS. The Asynchronous Data Unit extends the 50-foot limitation of an
RS-232 interface cable up to 40,000 feet (12,200 m), depending on the data
speed and wire gauge of the distribution system. For example, a 19.2-kbps data
rate can be supported to 2,000 feet (610 m). This allows RS-232 devices (such
as terminals, host computers, multiplexers, printers, and personal computers) to
be located great distances apart for private network applications. The Asynchro-
nous Data Unit handles standard data rates from 300 bps to 19.2 kbps and non-
standard asynchronous data rates below 1,800 bps. It provides asynchronous
full-duplex operation.
The multiple asynchronous data unit is a circuit board that contains eight asyn-
chronous data unit circuits housed in one unit. These are typically used in com-
puter-room applications where several RS-232 connections are carried in a
common cable from the host computer.
The Asynchronous Data Module is used in conjunction with the 7505, 7506, or
7507 ISDN-Basic Rate Interface telephone to support integrated voice and data.
With the Asynchronous Data Module, computers or personal computers attached
to the telephone can send and receive data through the DEFINITY ECS. The
Asynchronous Data Module mounts in the base of a 7500-series ISDN-Basic
Rate Interface telephone and provides asynchronous full-duplex operation at
data rates up to 19.2 kbps.
Modems and Modem Pooling
Since DEFINITY ECS is a digital system and many public and private network
facilities are analog, internal data communications often require modems to con-
cussed earlier in this section, provide an interface between DEFINITY ECS and
various Data Communications Equipment and Data Terminal Equipment. They
handle conversion between DCP or Basic Rate Interface and the RS-232 signal-
ling protocol used by most modems and computers. The combination of a
modem and data modules is called a conversion resource.
dedicated modem at every terminal. It allows conversion resources to be
grouped into pools and shared for access to analog facilities. Since the conver-
sion resource is not permanently attached to the computer, the computer can
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Data Management Solutions
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 can have as many as
63 modem pool groups.
1)
2)
3)
4)
5)
6)
7)
DEFINITY ECS
Asynchronous Terminal
Digital Port
Integrated Pooled Modem
Data Line Port
8)
9)
Analog Port
10)
11)
12)
13)
Analog Trunk
7400A
Modem
Digital Communications Protocol
Analog
Remote Application
EIA Standard
Figure 8-2. DEFINITY ECS Modem Pooling
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Mode Code Interface
Mode Code Interface
DEFINITY ECS supports an analog Mode Code interface for communications
with INTUITY AUDIX and other voice mail systems using the same interface. This
interface employs DTMF tones, line signals, and feature access codes, and
allows INTUITY AUDIX to exchange data with the DEFINITY ECS without using a
data link. Other adjunct vendors can engineer their products to use this interface.
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Data Management Solutions
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Voice Processing Solutions
9
With less than 30 percent of person-to-person business calls reaching the
intended party on the first attempt, day-to-day business can be frustrating.
DEFINITY ECS integration with Lucent Technologies voice-messaging and
voice-response products can help ensure that important calls are not lost.
Lucent Technologies voice messaging and voice response systems provide
businesses with the voice processing tools to communicate more efficiently and
make time spent on the job more productive. Whether your company has ten
employees or thousands, Lucent Technologies can provide you with an innova-
tive voice processing solution.
Voice messaging bypasses idle chatter to promote a communications mode that
can be much more efficient than two-way calling. Lucent Technologies studies
show that voice messages average 30 seconds whereas two-way calls run much
longer and are devoted to business only 50 percent of the time.
The Lucent Technologies voice messaging solutions include:
■
■
Voice Response solutions include:
■
■
■
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Voice Processing Solutions
Integrating each of these products with your DEFINITY ECS measurably reduces
overhead costs and improves efficiency — while ensuring that important calls
aren’t lost.
NOTE:
Some applications and products are unavailable in some countries. Please
check with your local distributor for further information about which features
and applications are available to you.
DEFINITY AUDIX Voice Messaging
System
While many voice messaging systems require separate equipment and
connections, the DEFINITY AUDIX System easily installs directly into your
DEFINITY ECS cabinet to support advanced voice messaging capabilities
without the need for an adjunct processor.
The DEFINITY AUDIX system gives small- to medium-sized businesses full voice
messaging performance in a streamlined, cost-effective package. The result is
high-performance voice messaging no matter what your business size.
Each DEFINITY AUDIX system supports up to 2000 mailboxes and stores up to
100 hours of recorded messages. It can be configured with 2 to16 ports (in
two-port increments).
The system includes such features as multiple personal greetings, full-functioned
automated attendants, outcalling for message notification, and multiple language
support. The DEFINITY AUDIX System includes both analog and proprietary dig-
ital networking software, which allows it to exchange voice messages, subscriber
profiles, and message status information with other voice messaging systems.
By embedding the voice messaging system within the DEFINITY ECS, the
DEFINITY AUDIX system provides the following advantages:
■
■
Because it is integrated within the switch, separate review and approval
by government agencies for compliance with electrical requirements and
other technical specifications often are not required.
Connecting to the DEFINITY Communications System backplane provides
direct access to switch interfaces such as time slots, signalling
mechanisms, and power feeds.
■
■
Bypassing analog ports and digital conversions provides a more efficient,
higher quality call storage process.
Using the same terminal with look-alike screens to administer both the
switch and the DEFINITY AUDIX allows faster training and better
performance.
■
You can use DEFINITY ECS’s maintenance strategy with DEFINITY AUDIX
to allow remote maintenance by the same team that maintains the switch.
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DEFINITY AUDIX Voice Messaging System
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 integration circuit
chips and in surface mount fabrication. The components mounted on the board
include the central processing unit, the small computer system interface unit that
supports the tape drive and hard disk, the digital signal processor complexes
that do speech processing, and the time slot interfaces for the switch.
In addition, an alarm board monitors the system power and environmental condi-
tions, holds the disk drive, and includes a built-in modem for remote mainte-
nance. The DEFINITY AUDIX System operates by emulating a switch digital port
board.
Reliability and Security
In keeping with its commitment to assist clients in combating toll fraud, Lucent
also designed the DEFINITY AUDIX System with security precautions against
fraudulent access attempts. For example, the system only allows a transfer of
calls to other voice mail subscribers. When a caller reaches the system and
requests a transfer out, the system first checks the requested extension number
against its subscriber database. If the extension number is not in the database,
the transfer attempt is denied. Additionally, mailbox passwords can contain as
many as 15 digits.
The alarm board on the DEFINITY AUDIX system has its own processor that
allows maintenance and diagnostic access if the main processor fails. A liquid
crystal display on the unit lets on-site technicians check system status. There
also is a robust set of built-in diagnostics that technicians can access either
on-site or remotely through a built-in modem. A special alarm-originating feature
helps speed problem diagnosing and correction.
The system routinely performs self diagnostics. If it detects a problem. it automat-
ically dials a Technical Service Center and produces a detailed alarm message
with diagnostic specifics. The Technical Service Center staff responds quickly via
the built-in modem to perform further diagnostics, isolate the problem. and take
corrective action. As a back-up, the DEFINITY AUDIX system can send an alarm
message to the switch.
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Voice Processing Solutions
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.
System expansion is simple. All the hardware required for the full 16 ports is
included in the initial DEFINITY AUDIX system. If you decide to buy fewer than 16
ports initially, you can order additional ports at any time. Lucent Technologies
can then activate those additional ports. There is no need to modify the basic
hardware, and the system still occupies only five slots.
Improved Clarity
A speech processing algorithm developed at Bell Laboratories encodes at 16
Kbps, giving the DEFINITY AUDIX system a major advantage over its
competitors in that it can store many more messages in a smaller space.
The algorithm also improves the speech quality in system prompts, users’ per-
sonalized greetings, and the voice messages themselves. Bell Laboratories lis-
tening studies show that the message playback clarity is unsurpassed in the
voice messaging industry.
Enhanced speed-up/slow-down of message playback is now offered because of
this new algorithm. DEFINITY AUDIX System users can play back messages
twice as fast or at half speed with no distortion in pitch.
The Best Solution Worldwide
Lucent Technologies offers the DEFINITY AUDIX System in the same countries as
the DEFINITY ECS. Prompts are available in several languages. (Contact your
local representative for information on available languages). Lucent Technologies
will continue to develop a wide variety of languages and bilingual capabilities.
Contact you account representative for the latest options.
The DEFINITY AUDIX System is the best voice messaging solution for interna-
tional companies because it is integrated in the DEFINITY ECS. Because it does
not constitute a separate piece of equipment, review and approval by govern-
ment agencies are often not required.
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DEFINITY AUDIX Voice Messaging System
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-key commands at a touch-tone telephone.
Subscribers can use the system 24 hours a day, sending and retrieving
messages from any touch-tone telephone. And the AUDIX system helps to
protect sensitive information by requiring users to enter a combination of
subscriber login codes and passwords to access the system.
Whenever you call the DEFINITY AUDIX system, you interact with it by entering
commands through your telephone’s touch-tone keypad. You simply specify the
desired activity, and follow the voice prompts for the desired task.
Special voice-processing features include Voice Mail, Call Answering, Outcall-
ing, Multi-Level Automated Attendant, and Bulletin Board. The following is a sum-
mary of DEFINITY AUDIX capabilities:
■
Shared Extensions provide personal mailboxes for each person sharing a
phone.
■
Multiple Personal Greetings allows you to prepare a pool of up to nine
personal greetings to save time and provide more personal customer
service. Separate messages can indicate you are on the phone, away
from the desk, on vacation, etc. You can assign different messages to
internal, external, or after-hours calls.
■
■
Priority Messaging places important messages ahead of others.
Outcalling automatically dials a prearranged phone number or pager
when you have messages in your voice mailbox.
■
■
■
■
■
■
■
■
Priority Outcalling automatically dials a prearranged phone number or
pager when you have priority messages in your voice mailbox.
Broadcasting allows you to send a single message to multiple recipients
or to all users on the system.
System Broadcast allows you to send broadcast messages as regular
voice messages, or as messages that recipients hear as they log in.
AUDIX Directory, allows you to look-up the extension number of any other
user by simply entering their name on the telephone keypad.
Personal Directory allows you to create a list of nicknames for quick
access to telephone numbers.
Call Answering for Nonresident Subscribers provides voice mailboxes for
users who do not have an extension number on the DEFINITY ECS.
Full Mailbox Answer Mode informs callers whenever messages cannot be
left because there is no room in a subscriber’s mailbox.
Name Record by Subscriber lets you record your own name on the
system.
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Voice Processing Solutions
■
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 by Community enables you to limit the communities
of callers who can communicate via AUDIX Voice Messaging.
Group Lists allows you to create mailing lists of up to 250 people to use for
broadcasting messages.
Message Forwarding allows you to forward messages with or without
attached comments.
Name Addressing allows you to address massages by name if you don’t
know the extension.
Private Messaging is a special coding feature that prevents recipients
from forwarding messages.
Leave Word Calling allows you to simply press a button on your telephone
in order to leave a standard call me message on any extension.
On-Line Help provides you with instant access to voiced instructions at
any time when you are using the system.
INTUITY Messaging Solutions
Lucent Technologies INTUITY Messaging Solutions allows you to record,
distribute, and receive messages in various mediums. The system runs on a
MAP5P, MAP/40, MAP/40s, or MAP/100 computer connected to the switch and
can accommodate up to 64 voice ports and 1255 hours of stored messages.
INTUITY also accommodates the Mode Code analog interface, which allows the
system to communicate with the DEFINITY ECS without a separate data link. This
interface also enables other vendor equipment to integrate with DEFINITY ECS.
(Some INTUITY features may behave differently when you use the Mode Code
interface. See the INTUITY documentation for more information.)
INTUITY Messaging Solutions essentially offers the same user features as the
DEFINITY AUDIX System, plus the following features:
■
Fax Messaging allows you to handle faxes as easily as you handle voice
mail. You can send, receive, store, scan, delete, skip, or forward faxes.
This feature is fully integrated with voice messaging, so you can attach
faxes to voice messages, for example. You can also create special
mailboxes for each of your fax machines. These mailboxes accept fax
telephone calls when the fax machine is busy and then deliver the fax to
the fax machine when the fax machine is available.
■
Turn off AUDIX Call Answering allows you to turn off call answering in
order to conserve system resources. You can create a message that tells
callers they cannot leave a message, giving them another number to call,
for example.
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INTUITY Lodging
■
■
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 will thus appear in your
e-mail mailbox, for example, and vice versa. You can also set options to
have just the message headers appear in the alternate mailbox. You can
also create a voice or fax message by telephone and send it to an e-mail
recipient.
■
■
■
■
Text-to-Speech allows you listen to a voice rendering of text messages
sent from a supported e-mail system and/or Message Manager.
Print Text allows you to print messages sent from a supported e-mail
system and/or Message Manager.
Enhanced Addressing allows you to send a message to up to 1500
recipients.
Transfer Restrictions allow you to control toll fraud by restricting transfers
going through the voice messaging system.
INTUITY Lodging
INTUITY Lodging is a voice messaging system tailor-made for the hospitality
INTUITY Message Manager
The INTUITY Message Manager provides access to INTUITY AUDIX voice
processing features on a personal computer connected to a local area network
(LAN). It also works with DEFINITY AUDIX. This feature requires three distinct
components to operate:
■
The AUDIX server software is purchasable with the INTUITY AUDIX System
as an INTUITY Message Manager Right-to-Use. Also, this feature has
INTUITY AUDIX hardware requirements (see Requirements).
■
■
The Message Manager software diskettes are separately purchasable and
are installed either on each user’s PC or on a LAN server.
The local area network is wholly owned and maintained by the customer
and must meet certain requirements for the INTUITY Message Manager
feature to work.
Message processing features available at a subscriber’s PC with INTUITY Mes-
sage Manager include:
■
Looking at up to sixteen message headers at a time and listening to
messages in the order you choose. For subscribers who get many
messages, this provides an easy way to view and prioritize the messages.
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Voice Processing Solutions
■
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 messages with a short subject line.
Setting up AUDIX mailing lists on-line with easy text entry and editing. You
can see the lists on-line and print lists on any local or network printer.
■
Setting up personal greetings, multiple personal greetings, or multilingual
greetings on-line makes it easier for you to manage and maintain your
greetings, and annotating your greetings helps jog your memory.
■
■
Browsing the subscriber directory.
Administering Outcalling notification on-line with easy text entry and
editing.
■
Storing (archiving) voice messages on your PC for a permanent record of
voice mail when needed.
Voice Messaging Systems and Call Coverage
The DEFINITY and INTUITY AUDIX systems can be set up as the last points on a
coverage path. Calls are then redirected to AUDIX if they are not answered by a
previous station on the path. In addition, a secretary or messaging agent who
answers a call can transfer a caller to the AUDIX system “mailbox” of the original
called party upon request. The caller may prefer to leave a voice mail message if
the message is personal, lengthy, or highly technical.
Many other options are available for maximum flexibility. For example, a caller
can choose to transfer from the system to an attendant or operator. Or the caller
can transfer to another extension instead of leaving a message. Your company
can choose to have an automated attendant answer calls to the company and
direct calls to the right department quickly, so callers don’t have to wait on hold.
With automated attendant, callers can be instructed to enter keypad commands
to direct the call to the appropriate point. This gives customers choice and con-
trol. It also allows you to make the most effective use of your personnel, while still
providing your customers with the service they expect.
INTUITY CONVERSANT System
The INTUITY CONVERSANT Voice Information System is an interactive
voice-response system that automates phone-call transactions from simple tasks
like routing to the right department to complex tasks such as registering college
students or providing bank balances. It communicates with customers in
natural-sounding, digitally recorded speech. And it performs — 24 hours a day
and without the services of an operator.
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INTUITY CONVERSANT System
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 access a
large database such as bank account records. With its speech-recognition capa-
bility, even rotary telephone users can have access to sophisticated
phone-based services. Advanced telephone features provide intelligent
call-transfer capabilities and allow you to use the system in your existing tele-
phone environment.
The system’s speech-recognition feature offers speaker-independent recognition
of strings of digits and a standard vocabulary consisting of the digits 0 through 9,
“oh,” “yes,” and “no.” With speaker-independent speech recognition, the system
understands virtually any caller speaking American English. This differs from
speaker-dependent recognition, which understands only one particular speaker.
INTUITY CONVERSANT Voice Information System also supports a text-to-speech
option, a leading-edge technology developed by AT&T and Lucent Technologies.
Text-to-speech uses computer-generated synthesized speech to help you auto-
mate applications that were previously impractical to implement with
pre-recorded digitized speech. It is particularly useful for applications that
require access to large-volume databases or for applications that access infor-
mation that frequently changes. The feature has built-in intelligence that enables
it to:
■
Read abbreviations accurately. For example, “Dr.” is spoken as “doctor” or
“drive,” depending on the context in which it occurs.
■
Read numbers accurately. For example, the ZIP code, “11423,” would be
read, “One-one-four-two-three,” and not as, “Eleven thousand four
hundred twenty three.”
You can also create new applications for the system by using the optional,
easy-to-use CONVERSANT Script Builder, a menu-driven application develop-
ment software package that gives you the tools to create a custom
voice-response application.
INTUITY CONVERSANT Voice Information System is installed on the MAP/100
platform, which provides support for many advanced features, such as speech
recognition, text-to-speech, and ISDN capability.
INTUITY CONVERSANT Voice Information System interfaces to a variety of host
systems, either asynchronously or synchronously. A CallVisor Adjunct Switch
Applications Interface connection to DEFINITY ECS is available via a Basic Rate
Interface card. This enables the switch and the Voice Information System to
exchange data and control signals so the Voice Information System can assist in
call handling. Also available are Ethernet Local Area Network interfaces using
both twisted pair and coaxial cable.
INTUITY CONVERSANT Voice Information System is a wide-ranging, flexible
product, ready to solve your needs for interactive voice-response services.
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Voice Processing Solutions
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 uses include orders
placed verbally to an incoming call center, market survey responses, time and
sales reports, and benefit claims.
The system records responses to as many as 10 prompts per call and delivers
them on demand to a transcriber with a standardized, form-based screen for
easy, error-free data entry. There’s even room for remarks to supervisors and
co-workers.
The prompts are easy to use. Initially, the caller is asked to select from a menu of
products or services. Then the caller hears a series of voice prompts, such as
“speak your name now” and “say the quantity you want now.”
Safeguards are built in to ensure the caller is satisfied. After each prompt, the
caller is given time to respond. If a mistake occurs, the system politely prompts
you again. The caller also can listen to and rerecord the responses. At any time,
the caller can reach a live attendant.
Individual prompts can be programmed to vary by time or day. In a service appli-
cation, for example, callers in the morning can be prompted to select from rush
or standard on-site help. In the late afternoon, the selection could be changed to
night or next morning service. On weekends, there still could be another set of
options. Call volume reports are readily available for any period.
The Form Filler Plus package comes with complete documentation, including a
sample application used as a template for fast implementation via the
easy-to-use Script Builder tool. Scripts can be revised on line; individual prompts
can be changed without changing the entire transcription screen.
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Desktop Solutions
10
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 and access to a variety of host and personal computers.
DEFINITY ECS brings voice communications, data communications, visual com-
munications, and messaging together on the desktop, and lets you customize
types of service for various individuals.
NOTE:
Some applications and products are unavailable in some countries. Please
check with your local distributor for further information about which features
and applications are available to you.
Telephone Features
With DEFINITY ECS, the employees in your company can easily place a simple
telephone call while still having access to powerful features. These features
range from the basics (such as Call Forwarding, Hold, Transfer, and Conference)
to more sophisticated features intended for particular situations or users.
These features can be accessed in a variety of ways. For example, some can be
accessed by pressing a fixed-feature button on the telephone. Many others can
be accessed by dialing an access code or by pressing a programmed button on
the telephone. Here are just a few examples of how particular telephone features
can help your employees to handle calls more efficiently.
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Desktop Solutions
Abbreviated Dialing
Allows you to dial frequently called or emergency numbers with just a few button
presses instead of dialing the entire number one digit at a time. You can use
Abbreviated Dialing to dial both internal and external numbers of up to 36 digits.
Many telephones also allow you to program abbreviated dialing buttons so you
can dial frequently dialed numbers with just one button press.
Bridged Call Appearance
Allows you to assign one extension to more than one telephone. In this way you
can handle someone else’s calls from your own telephone. Primarily useful for
secretaries and administrative assistants, this feature allows you to originate,
answer, or bridge onto calls without transferring. The maximum number of tele-
phones using the same extension has just been increased from 16 to 26.
Conference
Allows you to set up a conference call with up to six people. Anyone in the world
with access to a telephone can participate in your conference. The Conference
button on your telephone allows you to set up the conference call without the aid
of an attendant.
Display of ISDN/PPM Charge
In some countries, the public network is able to send the cost of a call to the
DEFINITY ECS while a call is in progress, using either Periodic Pulse Metering
(PPM) or the ISDN Advice of Charge feature. In these countries, if you have a
Lucent Technologies DCP or BRI telephone, DEFINITY ECS allows you to see the
ongoing cost of your outgoing call on your telephone display while the call is in
progress. This can help you save money by keeping expensive calls relatively
short. See your local representative for more information on what call charge
information can be obtained in your area.
Group Listen
Simultaneously activates your speakerphone in listen only mode and your hand-
set or headset in listen and speak mode. This allows you to serve as spokesper-
son for a group. You can participate in a conversation while everyone else in the
room is listening to what is said.
Group Paging
Group Paging allows you to make immediate announcements to groups of peo-
ple via their speakerphones. The announcements are one way (speak only for
you, listen-only for the recipients), and automatically turn on each station’s
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Telephone Features
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 (the sender) hear a busy signal.
Integrated Announcements
DEFINITY ECS allows you to store recorded announcements (messages) inter-
nally within the switch. The announcements are digitized and stored in
state-of-the-art electronic memory devices. DEFINITY’s integrated announce-
ments are:
■
Easy to use. Announcements can be recorded and updated from any
telephone. And all announcement configuration is performed from the
Management Terminal.
■
Reliable. Even a power failure will not affect the integrity of your
announcements. Because the announcements are stored digitally, voice
quality does not degrade over time. There are no external boxes, messy
cabling, or separate power supplies. And there are no tapes to jam or
break.
■
Flexible. Since the announcements are integrated within DEFINITY, the
applications are almost endless. Announcements can be played to callers
waiting for connection. They can be inserted into coverage paths to give
out your hours of business. DEFINITY applications like vectoring were
designed to take advantage of the power of integrated announcements.
■
■
Ideal for a global market. Since you record your own announcements, any
language can be provided — even multiple languages on the same
switch. For example, your hotel guests can receive wakeup greetings in
their native language.
Easily expandable. In larger DEFINITY configurations, if you need more
announcement recording time, you can simply plug in another DEFINITY
Announcement circuit pack.
Integrated Directory
Either through voice messaging or a display telephone, the system allows you to
access the switch directory and retrieve an extension number. The directory con-
tains an alphanumeric listing of all names and extension numbers connected to
the system. The directory can be set up using several languages. (Contact your
local distributor for a complete list of languages.)
Last Number Dialed
Allows you to redial your last call, whether it is an internal or an external call. You
can press a single button to redial a number of up to 20 digits.
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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
give you a message without being heard by the other party or parties you are
talking to.
Call Coverage
The Call Coverage feature ensures that your calls are always answered and that
callers rarely, if ever, receive a busy signal. Call Coverage is so flexible that exter-
nal calls can be routed to one group of attendants and internal calls to an entirely
different group.
In some respects, Call Coverage serves as a versatile secretary who screens
your calls. It automatically redirects calls to other telephones and messaging ser-
vices, allowing you to delegate or defer calls as needed.
You can redirect calls according to five status conditions: Active, Busy, Don’t
Answer, Cover All, and Send All Calls. If you are using one telephone line, the
system considers you “active.” If you are using all your available lines, the sys-
tem considers you “busy.” If the call goes unanswered, the status is “don’t
answer.” Sometimes you might need to assign a secretary or other colleague to
“cover all calls,” or you may “send all calls” to a permanent voice messaging sys-
tem or an assistant.
Call Coverage lets you redirect calls to suit any or all of these criteria. For each
telephone, you can have up to four coverage paths. A path is a set of alternate
extensions that a call can be sequentially transferred to. Each path can be com-
posed of as many as six extensions, arranged in order of preference. A redi-
rected call immediately goes to the first choice extension. If the first choice is not
available, the system tries the second choice and then the third choice, if neces-
sary.
Many people prefer to redirect all of their calls to the same answering points
under all conditions, and need only one coverage path. If a secretary is available
to cover all calls, even if you are available, the other criteria can be ignored. If
you prefer to answer your own calls, however, you will probably require Busy,
Don’t Answer, and Send All Calls coverage. Send All Calls lets you redirect your
calls by pressing a single button or dialing an access code.
Time-of-Day call coverage allows you to redirect calls to different lead-coverage
paths at different times of the day and on different days of the week.
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Call Coverage
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, you can have the call redirection flexibility you need.
Telecommuting enhancements allow you to have call coverage redirected to a
remote site. This is useful if you have a home office to which you want calls sent.
commuting Solutions".
Coverage Paths for a Manager
Figure 10-1 shows four coverage paths you might need as a manager. The exam-
ple assumes you:
■
■
■
■
Receive many external calls
Share a secretary with two other managers
Prefer to answer your own calls when available
Travel frequently
External calls are important because they are usually from customers and require
personal attention as they arrive. Internal calls are also important, but often need
not be dealt with immediately by you or an assistant. In either case, Send All
Calls is useful because it allows you to redirect all calls immediately when you are
not available. This saves the caller the annoyance of waiting for several rings
before being able to talk to someone or leave a message. The Call Coverage
arrangement shown works well for many managers. Note that the same coverage
path is used for all external calls because these calls need special attention even
when you are unavailable.
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A)
External Calls: Active,
1) Secretary
Busy, Don’t Answer
B)
C)
Internal Calls: Cover All
2) Clerk
Internal Calls: Active, Busy,
Don’t Answer
3) AUDIX Voice Messaging
D)
Internal Calls: Send All Calls 4) Message Center Group
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
intended for you can also transfer the caller to your AUDIX mailbox. The caller
may prefer to leave voice-mail for you if the message is personal, lengthy, or
technical.
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Telephones and Workstations
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 atten-
dant answer all calls to the company and send calls to various extensions. In this
case, callers are instructed to enter keypad commands to direct the call.
Message-Retrieval Options
With the message-waiting lamp on their telephones, employees always know
when they have messages. Messages can be retrieved in a variety of ways, such
as:
■
Display retrieval — Users having digital telephones with displays or a
personal computer integrated with a telephone can display messages.
■
Speak-to-Me — Using any touch-tone telephone, employees can dial
Speak-to-Me and hear a synthesized voice read their messages over the
phone.
These message-retrieval options can be assigned to users individually.
Telephones and Workstations
A wide variety of telephones are available with DEFINITY ECS, ranging from
basic single-line telephones to sophisticated workstations that integrate voice
data, image, and video communications. Your DEFINITY ECS configuration might
incorporate a mixture of terminal types based on the various users’ job functions.
DEFINITY ECS telephones and workstations are easy to use and attractive while
giving you the ability to tap into the power of the DEFINITY ECS system.
Telephones
DEFINITY ECS telephones fall into three basic families — analog, Digital Commu-
nications Protocol, and BRI. These terms describe how each type of telephone
communicates with the DEFINITY ECS switch. These families of telephones are
designed to accommodate the types of communications various users require.
All telephones have touch-tone dialing and the message-waiting lamp for notifi-
cation of messages.
Analog (Single-Line) Telephones
Single-line telephones are an economical choice for users who do not handle
many calls and do not use modems and fax machines extensively.
All signals between analog telephones and the DEFINITY ECS switch are in ana-
log form over a pair of wires. Only one incoming call can ring at a time, but the
telephone can actually handle two calls — one active and one on hold. Depend-
ing on the particular telephone, you can alternate between two calls or set up a
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Desktop Solutions
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.
DCP Telephones
Digital DCP telephones using the Digital Communications Protocol employ digital
transmission for integrated voice and data signals and control signals. Transmis-
sion is over a connection consisting of one or two two pairs of wires. Each con-
nection supports one signalling channel and two information (voice and data)
channels.
DCP telephones are used most effectively by those who have a high volume of
calls, require access to multiple applications or databases, use switch features
heavily, or require messaging services. These telephones can be used with per-
sonal computers to expand their capabilities.
These telephones provide the full range of DEFINITY ECS features on your desk-
top. In addition to multiline and multifunction capabilities, they provide access to
integrated voice and data applications and messaging services. Some models
include displays. DCP telephones can actually save you money by reducing the
number of lines, modems, and ports that would normally be needed for analog
facilities.
ISDN BRI Telephones
Like the digital DCP telephones, ISDN telephones transmit voice, data, and con-
trol signals digitally. With the ISDN telephones, however, the transmission
employs the world-wide standard BRI protocol between the switch and the tele-
phone.
Also like the DCP telephones, these telephones can be used with personal com-
puters to expand their digital capabilities. DEFINITY ECS’s family of ISDN tele-
phones includes several models that have unique features such as call logs and
personal directories.
Telephones for the Global Marketplace
With help from our many global customers, Lucent Technologies has developed
the 8400, 9400, and 6400 series telephones to meet the demand for two-wire
telephones in the global marketplace. The 6400 series telephones are the latest
offering.
8400 Series Telephones
The 8400 digital telephones are versatile two-wire/four-wire Digital Communica-
tions Protocol (DCP) telephones with new styling that offer new flexibility and cost
savings. They automatically detect whether they are plugged into a two-wire or
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Telephones and Workstations
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 allows you to save
space inside the cabinet by using 16-port two-wire boards in place of 8-port
four-wire boards.
In response to customers’ requests, the handset has a larger mouthpiece, the
telephone has raised buttons that provide improved tactile feel for easier use,
and the finish is a scratch-resistant texture that preserves the telephone’s
appearance. Programmable speakers and microphones can be turned on or off
by the system administrator.
There are six models of 8400 series telephones:
■
8403 — A three-line telephone without a display that can be wall mounted.
This entry-level telephone is designed for users with basic call handling
requirements. It is ideal for areas where there is minimum use, such as
reception areas, copy rooms, file rooms, or warehouse locations. It has a
built-in one-way (listen-only) speakerphone that facilitates off-hook dialing
and listening to voice mail or broadcast messages. You can add a S201A
speakerphone and use the inexpensive 8403 in a conference room.
■
8405B — A five-line telephone without a display that can be wall mounted.
This telephone is for employees with call coverage responsibilities who
need multiple line appearances and extensive features. It has a built-in
two-way speakerphone and programmable keys so you can access more
switch features from the telephone.
■
8405D — A five-line telephone with a display, otherwise virtually the same
as the 8405B.
■
■
8410B — A ten-line telephone, otherwise virtually the same as the 8405B.
8410D — A ten-line telephone with a two-line, 24-character display. This
telephone has the same features as the 8410B and can also be wall
mounted.
■
8434DX — A thirty-four-button set with a 2-line by 40-character display.
This telephone is for the busy executive or executive assistant where
extensive call handling and call coverage flexibility are vital. The 8434DX
has a built-in two-way speakerphone and programmable keys. A
24-button expansion module can be added.
Here are the most important features of the 8400 telephones:
Administering Speakerphones. You can administer speakerphones either
through the switch or through the telephone. The 8410B, 8410D, and 8434DX
telephones can be administered as two-way speakerphones or one-way lis-
ten-only speakers, or you can disable the speakers. The 8403 can be adminis-
tered as a one-way listen-only speaker or the speaker can be disabled.
Compatibility and Investment Protection. The 8400 series digital telephones
are compatible with all two-wire DEFINITY ECS systems and future system
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Desktop Solutions
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.
International Icons and Languages. International icons are used on the tele-
phones, and buttons are available in several languages, as are the messages on
display sets. You can also use a user-defined table to customize the translations.
Additional international portability is provided with downloadable handset trans-
mission parameters.
Tripled Capacity. When the 8400 series telephones are coupled with the new
two-wire 24-port Digital Line Circuit Card, you benefit by having more capacity in
each carrier. Therefore purchase of additional carriers or cabinets may not be
necessary.
9400 Series Telephones
The 9400 digital telephones, also known as Europhones, provide inexpensive
support for two-wire installations, while still providing a European design (Figure
10-2). Three models of the 9400 telephones are available in gray and cream
white. The 9403, 9410B, 9410D, and 9434 telephones are similar in design and
features to the 8400 series.
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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 on the keypad are not identical, Lucent Technolo-
gies has created an overlay that holds the necessary lettering for each country.
Two overlays are available: one blank and one with letters, complying with CCITT
standards.
Compatibility. Like the 8400 telephones, the 9400 telephones are compatible
with all DEFINITY 2-wire installations. The connection is made via a two-wire,
16-port DCP interface card.
Solid Engineering. Compliance with the most rigid emission and electromag-
netic requirements ensures the integrity of your installation.
6400 Series Telephones
The 2-wire, DCP 6400 digital telephones are similar to the 8400 and 9400 tele-
phones, and feature new styling and a pullout instruction card. The 6400 tele-
phones also include the following additional features:
■
■
■
Date and time display.
A feature button which allows switchhook control of a headset.
Group Listen capability, which allows you to use your handset or headset
normally while others in the room listen in via speakerphone. This 2-way
handset, 1-way speaker mode allows you to serve as a spokesperson for
a group.
■
Telephone Self Administration capability, which allows you to program
feature buttons on the telephone yourself.
Teleconferencing Products
How much of your business time do you spend in meetings — or traveling across
the building, across town, or across hundreds of miles to get to a meeting? How
often was time lost because vital information was left in someone’s office? Meet-
ing by phone or teleconferencing offers an attractive alternative. Meetings are
suddenly more convenient, easier to schedule, and travel expenses are greatly
reduced. The Lucent Technologies Quorum and Soundstation products provide
you with all the benefits of voice conferencing.
Quorum A-28 Conference Bridge
The Quorum A-28 Conference Bridge is a microprocessor-controlled analog
bridge. It allows you to activate a multipoint connection of switched and pri-
vate-line circuits to create a single conversation. You can set up, monitor, and
control your own teleconferences through your DEFINITY ECS.
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Teleconferencing Products
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
before being added to the conference. The attendant can also monitor the trans-
mission quality of any or all of the active conference links. Poor connections can
be identified, isolated, and re-dialed without interrupting the rest of the confer-
ence.
The bridge design ensures optimum sound clarity on the conference no matter
how many participants are connected or where they are located. The bridge cir-
cuitry senses any differences in signal strength and electronically balances voice
levels. It also filters any extraneous noises that could interfere with the confer-
ence.
The Quorum A-28 Conference Bridge allows you to connect up to 28 different
people on a single conference call. Or you can set up multiple conferences — up
to four conferences with seven participants each.
The bridge also provides a lecture mode that you can use for one-way broad-
casts. Using the Mute feature, participants can be placed in a listen-only mode,
allowing one speaker to address the rest of the conference.
SoundStation Audioconferencing Systems
Lucent Technologies’s SoundStation and SoundStation EX Audioconferencing
Systems enable a group of people in a conference room to share their conversa-
tion with others through a telephone connection. The Soundstation equipment
permits natural conversation among many people — whether strong or soft, or
from a standing or sitting position. Integrated components and a stylish tripod
design make the console an attractive yet unobtrusive conference table center-
piece (Figure 10-3).
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Desktop Solutions
1
4
7
2
5
8
0
3
6
9
*
stealth1 CJL 050696
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 beginning or ending sounds made in conversation. The
SoundStation systems adapt automatically to changing room and telephone line
conditions to permit natural, two-way conversations without distortion. This allows
you to be heard without straining to hear what others are saying.
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Teleconferencing Products
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 keypad includes
a mute button and a flash key. An additional port allows you to connect the
speakerphone to a tape recorder.
The system is simple to install and use. You plug the phone line into a small wall
module plugged into an outlet. A single cable from the wall module to the con-
sole reduces tabletop clutter. The console works like a normal telephone.
SoundStation EX
The SoundStation EX includes all the features and functions of the SoundStation.
It accommodates larger conferences by including two palm-size external micro-
phones that can be positioned up to six feet (1.8 m) on either side of the center
console. An optional wireless microphone is available for stand-up presenters.
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Multimedia Solutions
11
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 multi-function telephone
■
From the multimedia station, a user can:
■
■
■
■
Place and receive voice or multimedia calls
Place calls on hold
Unite calls into voice or multimedia conferences
Drop a voice call from a conference
The user controls calls and activates features via:
■
■
■
Call appearance selection
Feature button activation
Feature access codes entered on the user’s telephone dial buttons
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Multimedia Solutions
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 members of the complex operate independently:
■
Voice calls are sent to the voice station
■
Multimedia calls are sent to the multimedia endpoint
If an incoming multimedia call is not answered by the multimedia endpoint, the
call is converted to voice and sent to the voice endpoint. If the voice call is not
answered there, it is sent to the coverage path of the voice station. Voice calls
originate from the voice endpoint while multimedia calls originate from the
multimedia endpoint. Multiple call appearances and multi-function operation are
available only for voice calls (or multimedia calls converted to voice) at the voice
station. This operation is termed the MMCH basic mode of operation.
The media streams supported are:
■
■
■
Voice (audio)
Video
Data
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Multimedia Call Handling
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. Multimedia calls are treated
in much the same manner as are voice calls. The user can:
■
■
■
■
Forward calls
Cover calls
Hold calls
Park calls
A multimedia complex is also useful for conducting video conferences. The ser-
vice circuits that support MMCH are in multiple port networks and allow for
increased simultaneous calls.
Multimedia call handling requires that the transmission endpoints comply with
the ITU H.320 standard for visual telephone systems. Specifically, it has been
tested with the following multimedia transmission equipment:
■
■
■
■
PictureTel
Proshare
Vistium
Zydacron
Multimedia call-handling features the following capabilities:
■
One number access — Allows users to dial only one number to access the
multimedia complex, regardless of the type of call. In MMCH, DEFINITY
ECS recognizes whether the call is multimedia or voice, and routes it to the
appropriate device in the complex — telephone or PC (or data module).
■
■
Multimedia to voice conversion — If a multimedia call cannot be handled
by the PC or data module in a multimedia complex for some reason,
DEFINITY ECS converts it to a voice call and sends it to the telephone.
Call redirection — Calls to the multimedia complex can be redirected to
coverage (AUDIX Voice Messaging, for example) or forwarded.
Multimedia calls sent to coverage are first converted to voice calls.
Multimedia calls that are forwarded to telephones are also converted to
voice calls. Multimedia calls that are forwarded to a multimedia station or
complex are not converted to voice calls.
■
■
Call-Me Conferencing — You can use the multimedia complex telephone
to control multimedia conferences. All the conference participants must
call the controlling telephone. The telephone must remain connected to
the conference for the duration of the conference.
Call association — The second call of a 2 B-channel call is automatically
matched with the first call and routed to the same multimedia complex.
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Multimedia Solutions
■
■
Hunting — Multimedia endpoints can be part of a non-ACD hunt group.
Authorization — Multimedia complexes are secured in the same way
telephones on the DEFINITY ECS are. The authorizations are specified on
the Class of Restriction and Class of Service forms.
■
■
T.120 Data collaboration via the Expansion Services Module (ESM)1 —
Allows sharing of PC-based applications, shared white board (a virtual
chalkboard), and file transfers.
MM Call Early Answer — The early answer capability ensures that a caller
has audio connectivity prior to connection of the answering party or an
announcement.
Most of these features are illustrated in Figure 11-1.
1.
ESM is a protocol recognition for data conferencing.
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Multimedia Call Handling
DEFINITY
9
1
3
7
8
3
4
5
2
4
5
6
cydfmch2 RPY 100997
1)
2)
3)
4)
One number access
Multimedia call complex
5)
Call redirection
6)
7)
8)
9)
Multimedia conferencing
BRI data connection
DCP voice connection
ESM data collaboration
Multimedia to voice conversion
Standard voice call handling
Figure 11-1. DEFINITY ECS Multimedia Call Handling
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Multimedia Solutions
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 multimedia call processor
produced by Lucent Technologies. This new link to DEFINITY ECS enhances the
capabilities of each Multimedia Communications Exchange system by enabling it
to share some of the DEFINITY ECS features. In particular, the interface provides
the following advantages:
■
Call Detail Recording — The capture of call detail records so you can
analyze the call patterns and usage of multimedia calls just as DEFINITY
administrators analyze normal calls.
■
Automatic Alternate Routing/Automatic Route Selection — The intelligent
selection of the most cost-effective routing for calls, based on available
resources and your carrier preference. The system may select public
trunks via DEFINITY or Multi Media Communication Exchange.
■
Voice Mail Integration — You can access your DEFINITY or INTUITY AUDIX
voice messaging system from a Multimedia Communication Exchange.
Video Products and Services
Lucent Technologies video products and services provide creative alternatives to
business as usual. Now you can conference and collaborate — across the coun-
try or around the world — via visual communications. You need go no further than
the video conferencing room to take a class with Lucent Technologies distance
learning solutions. When class is over, you’re back at your office in a matter of
minutes, ready to implement what you’ve learned.
Besides the obvious advantage of reduced travel expenses, video conferencing
allows you to make quicker decisions, provides ready access to essential infor-
mation, allows you to consult with specialists on an as-needed basis, and ulti-
mately allows you to bring products to market faster.
Visual communications provides other advantages for your normal day-to-day
operations. Business meetings can benefit from the nuances a facial expression
can convey sometimes more directly than the words being spoken. Product pro-
totypes can be demonstrated with ease. You can meet with your suppliers with-
out travelling long distances.
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Video Products and Services
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 telephone
number. And for additional information on Lucent’s visual solutions, contact your
local distributor. If you are in North America, dial 1-800-VIDEOGO (prompt 3).
NOTE:
Some applications and products are unavailable in some countries. Please
check with your local distributor for further information about which features
and applications are available to you.
Group Video System
Lucent’s Group Video System turns a telephone call into a face-to-face meeting
for conducting business with people across the country or around the world.
Lucent’s line of Group Video Systems, based on the PictureTel Group Video Line
(System 1000, 4000, Venue 2000™ and Concorde 4500™), is designed to
assure that your video conferences are the most effective possible.
A Group Video System can connect directly to your DEFINITY ECS system or to
the network at speeds from 112 Kbps up to 384 Kbps. When connected to your
DEFINITY ECS via either Data Communication Protocol ports or a DS1 interface,
video calls are placed as easily as voice calls. And you can benefit by using your
DEFINITY ECS’s World Class Routing capabilities and the shared use of network
facilities such as ACCUNET Switched Digital Services or Software Defined Digital
Network.
Group Video Systems are totally self-contained and include a pan/tilt/zoom cam-
era, a monitor, the control unit, communications equipment, and the equipment
electronics. You can easily add peripheral equipment such as video cassette
recorders to record the conference, document scanners to review hard-copy
material with distant participants, and personal computers to supply spread-
sheets or other computer-based conveniences.
You can equip any office or conference room with a Group Video System. Confer-
ees can speak and act naturally without thinking about audio and video pickup.
Advanced video-compression technology ensures excellent picture quality
across a variety of available speeds (112 to 768 Kbps). The system adapts auto-
matically to room acoustics, and a unique, audio-compression algorithm yields
distortion-free, full-duplex, interactive video without echo. A highly-sensitive
microphone is built into the control unit, and if necessary, conferees can use up
to four auxiliary desktop and/or lapel microphones.
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Multimedia Solutions
You control the conference via a desktop keypad that easily turns the system on
or off, dials the call, adjusts the audio volume, selects the video source, and posi-
tions the camera. The camera in most models has an auto-focus lens, plus zoom,
pan, and tilt capabilities that let users move the camera to follow conferees as
they move around the room. Optional capabilities include remote control of the
far-end camera and camera presets that let conferees set up to eight camera
positions — four local and four remote — each accessible at the touch of a but-
ton.
An automatic feature of most Group Video System models is the use of a window
(picture in a picture) for previewing, so you can see what your camera sees as
well as what the far-end camera sees. The window also permits simultaneous
viewing of far-end video and still-image graphics.
Group Video Systems are available in a variety of models that can accommodate
an office, small meeting room, or even a spacious boardroom. All models have
colour monitors, with dual monitors available on most for simultaneous viewing of
video and high-resolution still images. The systems available are:
■
The System 1000 — Quality, inexpensive group video products:
— Model 30 — For small group or individual meetings.
— Model 50 — For medium to large group meetings.
■
■
The Venue 2000 — A relatively inexpensive system with an enhanced
user interface.
The System 4000EX — The industry’s most popular high performance
systems:
— Model 200 — The office system: modular, portable, and well-suited
for small offices and conference rooms.
— Model 200 — The cart system: a larger, portable system on
wheels.
■
The Concorde 4500 — A highly advanced system offering superior
transmission quality and unparalleled ease-of-use.
Telephone add-on is an option on all models. This enables you to add a voice
conferee to the video conference. Other options include security codes,
freeze-frame graphics, and video cassette recording.
The monitors can accommodate both the U.S. National Television System Com-
mittee standard and PAL, the European 625-line standard, providing global com-
patibility for your visual communication needs.
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Video Products and Services
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 individuals may be separated in locations
around the country or the world. They have the same need to meet strategic
objectives, shorten project cycle time, and improve working relationships with
project partners. These needs can also be satisfied through visual communica-
tions.
To satisfy these requirements, integrated telephone and PC visual communica-
tions systems are available. These desktop conferencing systems use ISDN-BRI
or two switched-56 line network facilities.
Monitors and cameras create a unique desktop environment that provides you
and your business with the following benefits:
■
Software application screens and data can be called up, shared,
changed, and annotated by video conferees while they hold a video
conference.
■
■
■
■
■
Geographically separated people are brought together along with the
data and information they need to share at the desktop.
Major obstacles to creative collaboration and situations that are
information-intensive are overcome.
Desktop workers can communicate with others who are using desktop
conferencing or the Lucent Technologies Group Video System.
Desktop workers can communicate with other systems supporting the
ITU-T H.320 standard.
Your DEFINITY ECS system is converted into a solution for all your
communication requirements — voice, data, and video.
MultiPoint Control Unit
When connecting more than two video endpoints, you can use the MultiPoint
Control Unit to set up and conduct multipoint video conferences. This is a
stand-alone unit that provides easy-to-use multi-location video conferencing.
The MultiPoint Control Unit can operate behind any DEFINITY Communications
System or can be directly connected to the network. The MultiPoint Control Unit
can support from 4 to 64 ports in four-port increments. Those ports can then be
used to connect multiple video endpoints, either Group Video System or Desktop
Conferencing Systems, in a multipoint conference. Group Video System can be
linked at speeds from 56 Kbps to full T-1, while Desktop Conferencing Systems
can be linked at speeds from 56 Kbps to 384 Kbps.
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Multimedia Solutions
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
ensures a common level of visual, graphics, and audio quality that will satisfy
your visual communication requirements.
The unit is built on the architecture of the DEFINITY ECS. The MultiPoint Control
Unit sits in its own carrier and takes up approximately the same space as a
DEFINITY ECS single carrier cabinet. Designed for growth, the MultiPoint Control
Unit’s architecture allows you to add additional circuit packs and carriers as
needed.
Arranging Conferences
With the MultiPoint Control Unit, multipoint video conferences are easy to setup,
operate, and manage. You can use the reservation software provided with the
MultiPoint Control Unit, available through the Management Terminal or through
the optional Conference Reservation System.
You can assign a number to each conference participant and setup the Multi-
Point Control Unit to link the video endpoints at the designated time. Calls can
also be initiated through the Meet-Me function, allowing participants to dial into
their call using a preassigned telephone number. The MultiPoint Control Unit can
also be programmed to out-dial to the video endpoints at a designated time.
The MultiPoint Control Unit also supports dedicated multipoint conferencing.
Your video conference users that require regular and frequent access to multi-
point video conferences can obtain system access as required.
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Networking Solutions
12
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
those established networking strengths to offer you network management fea-
tures, network interfaces, a variety of private network configurations, and
end-to-end ISDN capabilities. Lucent Technologies leadership in developing and
supporting open international networking standards is also apparent in DEFINITY
ECS’s compatibility with the QSIG global standards.
NOTE:
Some applications and products are unavailable in some countries. Please
check with your local distributor for further information about which features
and applications are available to you.
QSIG Global Networking
DEFINITY ECS was a pioneer in providing compatibility with the QSIG global net-
working protocol. This means you can connect the DEFINITY ECS with other
switches throughout the world. Lucent Technologies developed QSIG Global
Networking feature to comply with the QSIG standards developed by the Euro-
pean Computer Manufacturer’s Association and the International Standardization
Organization. It supports the ISDN-Primary Rate Interface connection from
switch to switch as long as both switches support the same protocol.
QSIG Global Networking has been continually refined with each DEFINITY ECS
release. The Lucent Technologies implementation of QSIG features the Name
Identification supplementary service and the Call Forwarding and Call Transfer
features.
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Networking Solutions
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 it is
being transferred. DEFINITY ECS’s implementation of QSIG also supports the
ISO QSIG private network diversion supplementary service, as described in the
QSIG standard.
World Class Routing
DEFINITY ECS has been designed to be a world-class system that meets the
needs of both domestic and global customers. One capability essential in meet-
ing those needs is the ability to flexibly dial any location in the world, regardless
of the dial plan used at that location. In recognition of this requirement, DEFINITY
ECS has been designed with World Class Routing.
World Class Routing is a powerful enhancement to DEFINITY ECS’s call-routing
capabilities, linking several call-routing features to build a communications net-
work capable of providing flexible call routing for any type of dialing plan while
accommodating changes in both international and domestic dialing plans.
The following are key components of World Class Routing:
■
Digit Conversion converts a dialed number for public network number to a
private network number and vice versa. Dialed numbers matching entries
in the digit conversion tables are treated and converted. Converted calls
can be routed via the most optimum route, resulting in reduced network
charges and appropriate use of the private network.
■
■
Toll Analysis compares a dialed number to entries in the system’s list.
Based on the results, calls may be restricted from completion.
Automatic Route Selection digit analysis compares a dialed public
network number with entries in the system’s tables, mapping the number
to a selected public network routing pattern.
■
Automatic Alternate Routing digit analysis compares a dialed private
network number with entries in the system’s tables, mapping the number
to a selected private network routing pattern.
World Class Routing supports the Automatic Route Selection and Automatic
Alternate Routing as separate features, but through generalized administration
applicable to both features, provides both the same routing abilities. In addition,
there are a number of capabilities that enhance the flexibility of routing in sup-
porting your domestic and/or global calling requirements.
For example, 18-digit routing allows DEFINITY ECS to determine call routing by
analyzing up to 18 digits with no restriction on the grouping or format of the dig-
its, eliminating any assumptions about the use of a particular dialing plan.
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Network Management Features
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 elim-
inates any restriction on the grouping and format of digits on Automatic Route
Selection numbers. Call routing is determined by the digits and the length of the
dialed number.
Multinational World Class Automatic Alternate Routing allows the Automatic Alter-
nate Routing number (Electronic Tandem Network number) to be any number of
digits in length.
Digit conversion can be used to reroute numbers, initially dialed to use Automatic
Route Selection, to be converted to use Automatic Alternate Routing and vice
versa. This utility can analyses a maximum of 18 digits. In this way, destinations
in a customer’s network can be called using the public network number. This fea-
ture can also be used to reroute certain Direct Distance Dialed destinations to
specified alternate destinations (such as intercept, attendant, or another Direct
Distance Dialed number).
Network Management Features
DEFINITY ECS has a variety of features that enable you to manage your network
resources effectively. Here are just a few examples of DEFINITY ECS features
that can be used to manage your network — Time of Day Routing, Automatic
Route Selection, Automatic Alternate Routing, Additional Network Feature Path
Replacement, Look Ahead Routing, Subnetwork Trunking, Generalized Route
Selection, Facility Restriction Level, Bearer Capacity Class, Remote Network
Access, Public Network Call Priority, and Authorization Codes.
Time of Day Routing
Time of Day Routing allows you to select the most economical routing of Auto-
matic Route Selection and Automatic Alternate Routing calls based on the time of
day and week a call is made.
With Time of Day Routing, your company can take advantage of lower calling
rates during specific times. If your company has locations in different time zones,
you can maximize the use of your public or private network facilities by utilizing
those in the location that has the lowest calling rates at the particular time a call is
made. You can also use this feature to change the routing patterns when an
office is closed and to eliminate unauthorized calls. You can set up eight sepa-
rate time of day charts to control routing at different times of the day.
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Networking Solutions
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 public network.
DEFINITY ECS supports up to 640 routing patterns. Each routing pattern consists
of up to 16 routing preferences (types of facilities) set up in the order you want
them checked when a call is placed. Typically, the least expensive facility will be
first on the list; the most expensive will be last.
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 routing preferences in
that pattern are checked in the order they were listed, and the first available facil-
ity is used to place the call. If a facility is not available, the call can be queued
until a facility becomes available.
Automatic Alternate Routing
Automatic Alternate Routing enables you to ensure that private network calls will
be routed over the various trunking facilities available in your private network in
the most effective manner possible. As with Automatic Route Selection, you set
up various patterns for routing calls — in this case, with the private network.
Depending on your DEFINITY ECS configuration, you can have up to 640 routing
patterns. Each pattern includes a primary preference — the most preferred and
direct route — and 15 alternate preferences. If the primary preference in a pat-
tern is unavailable, the system searches the alternate preferences in the speci-
fied order until it finds one available.
Additional Network Feature Path Replacement
This feature allows active calls to be re-connected in order to obtain a more effi-
cient connection. This is done via QSIG Supplementary Service Call Transfer.
Look Ahead Routing
DEFINITY ECS tries again to route an outgoing ISDN-PRI call if the call has been
rejected from an ISDN trunk due to congestion. This feature allows you to admin-
ister alternate routing preferences or to specify if the original path should be tried
again.
Subnetwork Trunking
Subnetwork trunking is an Automatic Alternate Routing/Automatic Route Selec-
tion function that typically converts an on-network (private network) number to a
public network number (based on patterns and preferences) for off-network rout-
ing. It can also convert a public network number to a private network number.
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Network Management Features
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 central office
trunks to the serving central office.
Generalized Route Selection
Generalized Route Selection gives you the capability to not only select the opti-
mal call routing based on the dialed number, but also select the appropriate facil-
ity based on the type of call. Generalized Route Selection enhances Automatic
Route Selection and Automatic Alternate Routing by incorporating additional
parameters such as the type of call to be used in the decision of how a call is
routed.
Different types of calls require the use of different types of facilities. For example,
high-speed data calls must use digital facilities, whereas voice and voice-grade
data calls can use either analog or digital facilities. DEFINITY ECS uses General-
ized Route Selection to differentiate between these and other types of calls and
route them on the appropriate trunks. Based on the call types and available trunk
facilities, voice and data calls may be routed over different trunk types or inte-
grated on the same trunk group. DEFINITY ECS also provides the capability to
route calls based on the data format and the need for restricted or unrestricted
facilities.
In order to select the appropriate trunking facility for a call, DEFINITY ECS must
know the type of call being made. In order to do this, each originating facility
such as a telephone or data module has a bearer-capability class assigned.
Some originating facilities, such as data modules, may have multiple bearer-
capability classes. Each trunk group in the routing pattern is assigned a list of
allowed bearer-capability classes. When a user makes a call, the system queries
the originating facility for its bearer-capability class and then tries to route the call
on a trunk group with a bearer-capability class that matches the bearer-capability
class of the originating facility. If an exact match is not found, the system then
tries to find a trunk group with a compatible bearer-capability class.
Since the system automatically chooses the right trunk based on the system
administration, the DEFINITY ECS system dial plan can be independent of the
type of call being dialed. This makes life easier for your system users, who do not
have to worry about dialing a different access number for different call types.
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 which routes can be used or denied in the routing process. Eight
levels of Facility Restriction Levels can be assigned to telephones, computers,
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Networking Solutions
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 Facility Restriction Level of
the telephone with the Facility Restriction Level of the trunk routes available to
complete the call. If the Facility Restriction Level of the telephone is equal to or
higher than the Facility Restriction Level of trunks, the call is completed; if it is
lower, the call is blocked on that preference and compared to the Facility Restric-
tion Level of the next route available. If the call fails to match the Facility Restric-
tion Level on the available preferences, the call may queue for the first available
and compatible trunk group.
DEFINITY ECS also provides a feature called Alternate Facility Restriction Levels
that allows the attendant to temporarily change the Facility Restriction Levels on
originating facilities to a different set of Facility Restriction Levels. It is used to
grant users greater access to trunking facilities than is normally provided, such
as when charges are lower during evening hours.
Bearer Capability Class
Bearer capability class uses information available in the switch to match the call-
ing requirements of a specific call with the best available resources to support
that call. Bearer capability applies to all calls and support facilities, but is of pri-
mary significance for data calls. Each call has a bearer requirement — that is, a
set or range of requirements needed to support that call. For data calls. these
requirements include data rate, synchronization, and channel type.
Remote Network Access
Designed to guard against unauthorized system access, Remote Network
Access requires that a caller from outside the system dial either one of ten barrier
codes or an authorization code to gain access to the network. Authorization
codes and their corresponding network-access permissions are assigned to indi-
vidual users.
When properly used, this feature enables you to control and administer system
access security, while still providing your authorized users with the benefits of
remote network access. The risks of unauthorized access can be minimized by
combining the use of Remote Network Access with the following:
■
■
■
■
■
An unpublished remote access number
Deactivate unassigned barrier codes immediately
Change barrier codes frequently
Inform remote access users of their responsibility
Monitor call detail reports for unauthorized or abnormal calling patterns
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Network Management Features
Public Network Call Priority
Public Network Call Priority provides intrusion, retention, re-ring, and mode of
release control to switches on public networks. It allows you to give priority to toll
calls in areas where trunks and lines are in short supply.Many of the capabilities
of this feature are similar, but are referred to by different names in different coun-
tries. Public Network Call Priority can include:
■
■
■
■
■
Call Retention
Mode of Release Control
Forced Disconnect
Intrusion
Re-Ring
NOTE:
All of these features are designed for special network conditions in
countries outside the United States, particularly Spain, Russia and
China.
Call Retention
When you make an emergency call from an analog or digital telephone and then
hang up, the call is not disconnected, but put on hold. You can then reconnect to
the emergency call by simply picking up the receiver again.
Mode of Release Control
Mode of Release Control is similar to Call Retention in that it retains calls, only in
this case it retains calls based on administrable control parameters. The feature
applies to all types of calls: incoming, outgoing, toll, local, or service. You can
administer three types of control:
■
■
■
Calling Party Control does not release the line until the calling party picks
up.
Called Party Control does not release the line until the called party picks
up.
First Party Control releases the line to whomever picks up first.
Forced Disconnect
This feature allows a toll network operator to disconnect a called party from a
local call and connect an incoming toll call. The parties on the local call hear a
warning tone before being disconnected. The disconnect is only permitted on
single-station local calls and will not occur to conference calls, calls on hold, or
other toll calls.
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Networking Solutions
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. Restrictions are
the same as those listed for Forced Disconnect.
Re-Ring
When a local call is interrupted by a toll call, the original call is kept on hold until
the toll call in complete. When the called party hangs up after the toll call, the
system rings back to remind the called party that the original call is still active.
Authorization Codes
Authorization codes are used on particular calls to temporarily raise a tele-
phone’s Facility Restriction Level. This is useful for those who make calls from
telephones other than their own or from outside the network. If a call you dial is
blocked because the telephone’s Facility Restriction Level is too low, you can
enter your authorization code. If the Facility Restriction Level associated with the
authorization code is equal to or higher than the Facility Restriction Level of the
trunk facilities required to place the call, the call is then completed. Up to 90,000
different authorization codes will be in effect for your system at any one time.
Using DEFINITY ECS’s system management tools, you can assign authorization
codes and change their associated Facility Restriction Level and network access
permissions.
Network Interfaces and Equipment
DEFINITY ECS supports a variety of interfaces to voice and data networks.
Trunks supply links between DEFINITY ECS, the public network, and other
switches. DS1 interfaces offer high-speed digital connectivity between switches.
Trunk Group Circuits
Trunks provide the communications links between DEFINITY ECS and other
switches, including central office switches and other premises switches. Trunks
that perform the same function are grouped together and administered as trunk
groups. Trunks interface with DEFINITY ECS via port circuit packs. DEFINITY
ECS trunk group circuit types include the following:
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Network Interfaces and Equipment
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 outgoing calls
Foreign exchange trunks, which connect DEFINITY ECS to a central office
other than the local one
Wide Area Telecommunications Service trunks, which allow you to place
long-distance outgoing voice-grade calls to telephones in defined service
areas, priced according to distance in the service area, length of the call,
time of day, and the day of the week
■
■
800-service trunks, which let your business pay the charges for inbound
long-distance calls so that callers can reach you toll-free
Direct Inward Dialing trunks, which connect DEFINITY ECS to the local
central office for incoming calls dialed directly to stations without
attendant assistance
■
Digital Service 1 trunks, which can be used to provide T1 or ISDN Primary
Rate Interface service
Tie Trunks
Tie trunks carry communications between DEFINITY ECS and other switches in a
private network. Several types of trunks can be used, depending on the type of
private network you establish.
Auxiliary Trunks
Auxiliary trunks connect devices in auxiliary cabinets with the switch. Some of the
features that are supported with this type of trunk are recorded announcements,
telephone dictation service, malicious call trace, and loudspeaker paging.
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 or Automatic Call Distribution group
availability.
■
Remote-access trunks provide off-premises users with access to
DEFINITY ECS features and networking.
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Networking Solutions
Digital Interfaces
Lucent Technologies supports both T1 and E1 facilities. As industry standards
around the world, T1 and E1 facilities provide the latest alternative to analog
trunking.
E1 Interface
DEFINITY ECS also supports E1 connections. T1/E1 access and conversion
allows simultaneous connection to both T1 (1.544 Mbps) and E1 (2.048 Mbps)
facilities (using separate circuit packs).
T1 Interfaces
When planning your networking requirements, one of the options you should con-
sider is multiplexing over Digital Services 1 (DS1) facilities. As the industry stan-
dard for interconnecting digital systems, DS1 is an economic alternative to
analog trunking arrangements. Multiplexing up to 24 digitized voice/data com-
munications paths onto a single T1 carrier or other high-speed digital facility
(such as fibre or microwave) can reduce your network trunking and equipment
costs.
Used to connect switches to the public network or to other switches in a private
network, DS1 also delivers high-speed, end-to-end digital connectivity. Voice and
data calls are completed at transmission speeds of up to 64 kbps.
DEFINITY ECS offers several options in supporting the DS1 interface. The
options include support for voice-grade DS1, alternate voice/data, and Digital
Multiplexed Interface. The voice-grade DS1 interface is a T1 D4 chan-
nel-bank-compatible interface that does the following:
■
■
■
Uses in-band bit-robbed signaling to provide 24 voice-grade-only tie
trunks consisting of 56-kbps channels for voice and voice-grade data
transmission
Interconnects DEFINITY ECS with other switches with an external D4
channel bank or with other switches (analog or digital) having the
appropriate interfaces
Interconnects DEFINITY ECS with central offices such as Lucent
Technologies 4ESS switch (where services such as MEGACOM and
Software Defined Network can be accessed) and 5ESS switches
■
■
Interconnects DEFINITY ECS with private networks by connection with
DS1 facilities
Can be used with the same Automatic Alternate Routing capabilities as
normal analog E & M lead tie trunks
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Network Interfaces and Equipment
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-end voice and digital data connections between DEFINITY
ECS switches
Delivers 23 clear 64-kbps digital channels plus one signaling channel
multiplexed onto a 1.544-Mbps DS1 line with provisions for framing,
maintenance, and signaling
■
■
Delivers 8-kbps timing and slip information for synchronization subsystem
Supports ground-start and loop-start switch-central office, foreign
exchange, and Wide Area Telecommunications Service
(inbound/outbound) trunks, as well as direct inward dial trunks,
off-premise stations, and dedicated voice/data switch connections
DEFINITY ECS DS1 interface capabilities include support for Digital Multiplexed
Interface.
To achieve even greater benefits than those just listed, you can combine DEFIN-
ITY ECS DS1 interfaces and ISDN-Primary Rate Interface to give you additional
capabilities. ISDN-Primary Rate Interface is a DS1-compatible direct-connect
access service that links the intelligence inherent in the network with the intelli-
gence provided by your DEFINITY ECS.
For example, with ISDN-Primary Rate Interface, the Software Defined Data Net-
work service may be accessed. Software Defined Data Network provides virtual
private-line connectivity, via the switched network, for voice, data, and video
applications. Software Defined Data Network services complement the Software
Defined Network voice services.
DEFINITY ECS delivers Automatic Restoration capability with Software Defined
Data Network, which restores disrupted connections between access endpoints
(non-signaling trunk) and data endpoints (devices that connect the switch to
computers and data communications equipment). This restoration is achieved
within seconds of a service disruption so that critical data applications can
remain operational.
Stratum 3 Clock
Many companies have solved their communications network needs by using
high-speed digital facilities. However, many have found that standard synchroni-
zation timing systems are not accurate enough in these situations. Standard sys-
tems allow more slippage than is desirable for operations like high-speed bulk
data transfer. The result is bit and frame losses which lead to lost data.
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Networking Solutions
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 many switch systems is a stratum 4E clock, which allows approximately 17
minutes of error per year.
ISDN
Lucent’s DEFINITY ECS provides complete ISDN support for small systems with
20 telephones up to large systems with 25,000 telephones. Demonstrating its
role as a leader in making ISDN a universal reality, Lucent Technologies makes it
possible for anyone connected to DEFINITY ECS to benefit from ISDN capabili-
ties and features.
ISDN eliminates the need for multiple, separate access arrangements for voice,
data, facsimile, and video services and networks. Using the same pair of wires
that now carry simple telephone calls, ISDN can deliver voice, data, and video
services in digital format.
ISDN is a global access standard established by the Consultative Committee for
International Telephone and Telegraph designed to help you move and manage
information with unprecedented ease and productivity — anywhere in the world.
ISDN uses a layered protocol that conforms to layers one, two, and three (physi-
cal, link, and network layers) of the seven-layer Open Systems Interconnect Ref-
erence Model of the International Standards Organization.
DEFINITY ECS supports the two major interfaces specified in the ISDN standards
— Primary Rate Interface and Basic Rate Interface.
■
■
Primary Rate Interface is used for connecting premises equipment such
as switches to the network, and acts as a powerful interface between
intelligent equipment such as switches and computers.
Basic Rate Interface is used for connecting telephones, computers,
personal computers, and other desktop devices to higher-order
equipment such as a switch. BRI can also be used as a trunk interface, for
example, connecting a Central Office to a PBX.
Both Primary Rate Interface and Basic Rate Interface are based on the same
common building blocks — the use of a common interface to a transmission path
that is divided into channels. Both Primary Rate Interface and Basic Rate Inter-
face use two types of channels for communication:
■
Bearer channels are the communications links in ISDN. They provide
64-kbps digital communications service for voice, data, video, and other
information transmission.
■
Delta channels, sometimes known as data channels, are the signaling
links in ISDN. They carry call-control and call-related information, such as
caller ID, between ISDN endpoints.
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ISDN
Primary Rate Interface, referred to as 23B + D or 30B + D on an E1 interface,
uses 23 or 30 64-kbps B channels and one 64-kbps D channel. The 23 or 30 B
channels can be used for 23 or 30 individual voice or data calls. Basic Rate Inter-
face, referred to as 2B + D, uses two 64-kbps B channels and one 16-kbps D
channel. The B channels give the user simultaneous voice and data transmission
over the same connection. This channel architecture allows full and complete use
of the 64-kbps B channels from endpoint to endpoint for information movement
managed by signaling messages, called Q.931 messages, in the D channel.
To help your business achieve maximum benefits from ISDN and the public net-
work, the following features reside within AT&T’s ISDN service nodes.
■
Call-by-Call Service Selection lets you reach multiple AT&T services via
the same ISDN B channel. Therefore, a channel can be allocated among
MEGACOM Wide Area Telecommunications Service, MEGACOM 800
Service, and other services on a dynamic basis, eliminating the need for
dedicating each trunk or channel to a specific service.
■
Automatic Number Identification, marketed as Information Forwarding-2
(INFO-2), is available on MEGACOM 800 Service. INFO-2 delivers the
originating calling party’s billing number to your DEFINITY ECS. In a call
center environment, DEFINITY ECS can pass this information on to a
computer application via a computer-telephone integration interface to
perform customer record lookups — thereby increasing agent
productivity.
■
Station Identification Number, similar to INFO-2, identifies the calling party
number behind the switch. Station Identification delivers the originating
caller’s telephone number to the network where it is sent to the terminating
location.
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Networking Solutions
7
6
1
10
2
8
?
3
9
8
5
4
4
4
1)
2)
3)
4)
5)
DEFINITY ECS
DEFINITY ECS
DEFINITY ECS
6)
7)
8)
Private ISDN
Public ISDN
Public and Private Networks
Central Office Switch
Basic Rate Interface Telephone 9)
Passive Bus
10) Tandem Switch
Figure 12-1. DEFINITY ECS and ISDN
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ISDN
■
User-to-User Information sends user information from one endpoint to
another using the D channel. Three forms are available: message
associated data, sent within Q.931 call control messages during call
establishment and call clearing; call-associated data, sent during call
setup on a B channel; and noncall-associated data, sent with no related
call-setup activity on the B channel. Applications for this feature include
DCS, Look-Ahead Interflow, and display of calling party name and
number.
DEFINITY ECS’s support of ISDN-PRI, ISDN-BRI, and available public network
services means that you can achieve full end-to-end ISDN connectivity and take
advantage of ISDN services and features. For example, two switches connected
by Primary Rate Interface can exchange calling party name and/or number infor-
mation. The information is displayed on the called party’s telephone. In addition,
the called party’s ID is also displayed at the calling party’s telephone. This lets
users identify the source of an incoming call before answering. Computer tele-
phone integration interfaces can also use the information provided by the net-
work to integrate your communications and data-processing systems.
The ISDN-BRI Trunk circuit pack allows DEFINITY to support the S/T interface as
defined by ISDN standards (ITU-T recommendation I.411). The circuit pack pro-
vides eight ports to the network and each port supports two B channels and one
D channel. ISDN-BRI Trunk provides the following advantages:
■
■
■
Provides an inexpensive way to connect to ISDN services provided by the
network provider.
Meets all ETSI protocol requirements and almost all country-specific
requirements.
Supports essential (not supplementary) ISDN services.
DEFINITY ECS also adds the following capabilities to the basic ISDN services,
depending on local availability of support.
■
ISDN flow control monitors message activity on the Primary Rate Interface
D channel.
■
Non-Facility-Associated Signaling allows a Primary Rate Interface D
channel to supply signaling for B channels (voice and data) located on
Primary Rate Interface interfaces other than the one where the D channel
is found. As a result, one D channel can support call control and signaling
for up to 20 Primary Rate Interfaces.
■
D Channel backup, when administered, improves reliability in the event of
a signaling link failure on a Non-Facility-Associated Signaling D channel
group. A primary D channel provides signaling for the Non-Facility-
Associated Signaling D channel group (two or more Primary Rate
Interface facilities). A second D channel, located on a separate Primary
Rate Interface facility of the same Non-Facility-Associated Signaling D
Channel group, is designated as a backup. If the primary D channel fails,
call-control signaling automatically transfers to the backup D channel.
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Networking Solutions
■
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 information exchanges that are associated
with an existing B channel connection and noncall-associated temporary
signaling connections allow this information exchange when no B channel
connection exists. A user may request a call-associated temporary
signaling connection either at call setup time or after the call has been
setup. A call-associated temporary signaling connection is cleared when
the associated B channel is cleared.
By combining AT&T’s public network services and ISDN features with ECS’s ISDN
and system features, you can differentiate your business from your competitors’,
both in improved customer satisfaction and in greater operating efficiency. The
result is improved profits and reduced costs. Here is a brief glance at a few of the
possible ISDN applications:
■
■
■
■
■
■
Combined incoming and outgoing call centers
Dealer locator
Sourcing
Consumer-to business and business-to-business data retrieval
Logging for callback
Outgoing call management
Centralized Attendant Service
DEFINITY ECS owners who have more than one switch location can benefit
greatly by using the Centralized Attendant Service feature. Centralized Attendant
Service reduces the number of required attendants, and, in most cases, all those
attendants can be located at one of the switch locations, called “main.” Switches
at the other locations, called “branches,” redirect their calls to the Centralized
Attendant Service main. Thus, a company can have a centralized attendant
group at the headquarters office and can handle calls from there for the branch
offices.
All locations in a Centralized Attendant Service arrangement have a listed direc-
tory number. Calls to a branch listed directory number terminate at the main loca-
tion, even if the branch location has an attendant. These listed directory number
calls are routed to the centralized attendant group over trunk circuits called
release-link trunks. These release link trunks are used only for centralized atten-
dant calls and signaling.
After a call is processed by the centralized attendant, it is extended back to the
branch location. The release link trunk is then dropped and made available for
other calls to the centralized attendant.
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Main/Satellite/Tributary
If a DEFINITY ECS is a node within a Distributed Communication System and
Centralized Attendant Service is provided, a centralized attendant can do the fol-
lowing:
■
■
■
■
Control access to specific trunks at other nodes
Directly access to specific trunks at another location
Place test calls to telephones and trunk groups at other nodes
Receive a visual warning that all trunks in a remote trunk group are busy or
that the number of busy trunks in a remote group has reached a specified
level
This feature ensures that all calls directed to an attendant at your company are
handled efficiently.
Main/Satellite/Tributary
If you have modest network requirements, a main/satellite/tributary configuration
is an attractive possibility for private networking. In this configuration, one DEFIN-
ITY ECS location is the main, and remote switches are satellites or tributaries.
Attendant positions and public network facilities are usually concentrated at the
main.
All calls to or from a satellite pass through the switch at the main. The system
appears to be a single switch with one listed directory number. A uniform dial
plan provides a common four-digit or five-digit dial plan for a main/satellite con-
figuration.
A tributary is similar to a satellite, but it has one or more attendant positions and
its own listed directory number. Calls to its listed directory number go directly to
the tributary.
The switches in a main/satellite/tributary network are connected by tie trunks.
Trunks and switching facilities can be added as requirements grow.
An important DEFINITY ECS networking feature is Main/Satellite Extended Trunk
Access. Extended Trunk Access allows dialed digits that are undefined at a sat-
ellite or tributary switch to be routed over a trunk group to a main switch for inter-
pretation. This means changes to the network numbering plan do not have to be
propagated to all switches. Extended Trunk Access improves your control and
reduces administration costs by making trunk networks considerably easier to
maintain.
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Networking Solutions
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 network that tan-
dems calls through one or more switches to route the calls to their destinations.
An Electronic Tandem Network consists of tandem switches, inter-tandem tie
trunks that interconnect them, access or bypass trunks from tandem switches to
main switches, and the software and equipment to support call routing over the
trunking facilities. Different Electronic Tandem Network locations are connected
via analog or digital tie trunks. For example, a DS1 interface can act as a
high-speed (1.544 Mbps) digital backbone for voice and data communications
between Electronic Tandem Network locations.
An Electronic Tandem Network can be configured hierarchically. An Electronic
Tandem Network can connect individual switches; it can also connect other pri-
vate networks (such as Main/Satellite/Tributary networks) together.
Within an Electronic Tandem Network, each location is identified by a unique pri-
vate network location code, similar to the public network office codes that exist
within an area code. When accessing the Electronic Tandem Network, a user
simply dials the network office code plus the desired extension number, for a
total of seven digits.
In an Electronic Tandem Network, DEFINITY ECS provides a variety of features
on a network-wide basis. Here are a few examples:
■
Uniform Dial Plan — A unique four- or five-digit number assigned to each
station on the network. Uniform numbering gives each station a unique
number (location code plus extension) that can be used at any location in
the Electronic Tandem Network to access that station, DEFINITY ECS
enhances the standard uniform dial plan with the unrestricted 5-digit
uniform dial play, which allows up to five digits to be parsed for call
routing.
■
Extension Number Portability — When employees move within the
network, they can retain their extension numbers. The ability to keep
extension numbers, and even Electronic Tandem Network and Direct
Inward Dialed numbers, when moving to other locations within the
company eliminates missed calls and saves valuable time.
■
■
Traveling Class Marks — Traveling Class Marks are a mechanism for
passing a caller’s facility restriction level from one Extended Tandem
Network switch to another. Traveling Class Marks allow privilege checking
to be passed across switches through the Electronic Tandem Network.
Automatic Alternate Conditional Routing — You can control the routing of
particular calls using conditional routing. For example, you can limit the
number of communications satellite hops (communications satellite links
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Distributed Communication System — Integrated SDN
and Non-Integrated SDN
used as trunks) in any end-to-end private network routing pattern. Limiting
the number of satellite hops may be desirable for controlling transmission
quality or call delay in both voice and data calls.
■
■
Automatic Transmission Measurement System — You can use this feature
to perform routine and on-demand maintenance tests on facilities in the
Electronic Tandem Network.
Enhanced Trunk Signaling and Error Recovery — The reliability of
Electronic Tandem Network calls is improved by allowing a trunk call to be
retried on another circuit when signaling failures occur.
Distributed Communication System —
Integrated SDN and Non-Integrated
SDN
For a single-location or multi-location company that requires several systems,
Distributed Communications System (DCS) may be the answer. DCS is a network
arrangement of private switches, referred to as nodes. The maximum number of
nodes that can be in a DCS varies from 20 to 63, depending on the particular
configuration of switches. DCS nodes can be physically located in the same
building, spread across a campus, or scattered across the country or around the
world. Tie trunks interconnect the switches that serve the DCS complex. The
tie-trunk network may be configured as a tandem tie-trunk network, a main/satel-
lite/tributary network, or an Electronic Tandem Network. The links connecting a
Distributed Communication System may also be provided across a Software
Defined Network.
The functions and features of Distributed Communication System are made pos-
sible by the use of an advanced X.25 (BX.25) inter-processor data link connect-
ing each switch, allowing call-processing to be passed from one switch to
another. The data link supplies selected feature transparency and efficient utiliza-
tion of facilities that can be shared.
Feature transparency means that features work the same from the user’s per-
spective, whether the telephones involved are assigned to the same switch or
different switches. Users in a DCS can dial each other with four or five digits as if
they were all on the same switch.
Here are just a few examples of feature transparency in a Distributed Communi-
cation System:
■
DCS With Reroute — Distributed Communication System with Reroute
optimizes trunk usage for certain DCS features.
■
Leave Word Calling — Allows you to touch a button on your voice-terminal
and leave a standard “call me” message with your name and phone
number. When your DEFINITY ECS is linked with other switches in a DCS,
you can call any employee in your company and press the Leave Word
Calling button to automatically leave a message requesting a call back.
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Networking Solutions
■
■
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 or even across the country.
Centralized Messaging — Messaging services for the entire Distributed
Communication System network may be coordinated by one system,
depending on volume and the version of the main and remote switches.
This means that switches with smaller messaging requirements do not
share a voice messaging system with another switch.
1)
2)
3)
DEFINITY ECS: DCS node
Processor Interface
4) Packet Gateway
5) Tie Trunk: DS1
Data links (BX.25 protocol)
6) Tie Trunk: ISDN-Primary Rate
Interface switched network or
private line
Figure 12-2. DEFINITY ECS as Part of a DCS
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Wideband Signaling
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 may be required), offering selected feature transparency across the net-
work. With ISDN-Primary Rate Interface, the data link can be configured to use
and then sets up a conference with Telephone C; certain system features operate
as if the telephones were all on the same switch.
DEFINITY ECS’s Distributed Communication System features a sophisticated
rerouting capability for optimizing trunks. Thus when you transfer out of your
AUDIX voice messaging system, for example, DEFINITY ECS sets up a new path
that optimizes system resources.
Distributed Communications System and ISDN
To support DCS customers who also have ISDN-Primary Rate Interface, DEFIN-
ITY ECS can transport DCS messages over ISDN-Primary Rate Interface D chan-
nels. As a result, you are not longer limited to private-line connections between
your various locations. You can also use public network services.
Software Defined Network supports all DCS features except the following:
■
■
■
DCS attendant control of trunk group access
DCS attendant direct trunk group selection
DCS busy verification of terminals
All other capabilities and limitations associated with the DCS still apply. This
allows your company to enhance network functions by adding the benefits of
ISDN QSIG.
DEFINITY ECS also supports networking between the DCS signaling on the ISDN
D channel and the DCS signaling on traditional signaling links. AUDIX systems
network via DCS can also be supported over ISDN-Primary Rate Interface.
Wideband Signaling
DEFINITY ECS’s support of wideband signaling allows the system to handle
applications with transmission rates greater than 64 Kbps in a single call. This
includes videoconferencing, Local Area Network bridging, and other wideband
applications. The system switches wideband data at N x DS0 data rates — a
standard for international networking.
Systems with only narrowband capabilities typically handle wideband transmis-
sions by splitting the data stream into several calls. Advantages of wideband sig-
naling support include:
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Networking Solutions
■
Inexpensive transmission: Wideband calls are often tariffed differently. In
the United States, wideband calls are about 30 percent less expensive
than narrowband calls.
■
■
Simplified billing: Because there is just one call, there is just one record,
making billing and traffic measurements easy.
Reliability: Because the data stream is not split, there are none of the
synchronization problems or individual channel failures that can delay or
disrupt narrowband switching of wideband data.
■
■
Faster call setup: Placing a wideband call is faster than placing a
narrowband call because ISDN is used and because there’s only one call
to place, as opposed to several.
Simplified administration: Wideband signaling is administered on the
DEFINITY ECS switch; handling wideband signaling on a narrowband
switch typically requires additional equipment which must be
administered separately.
All of DEFINITY ECS’s networking features have been upgraded to handle wide-
band signaling, notably:
■
■
■
■
■
■
■
Access endpoints
Administered connections
Mixed mode signaling
Call-by-call service
Auto restoration
World Class Routing
ISDN
These upgrades further simplify the process of combining public and private net-
works and enhance the efficiency of combined networks.
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Service Upgrade Solutions
13
Upgrading service typically presents a series of challenges. Will the new equip-
ment be compatible with existing equipment and the local network? Must the ser-
vice be interrupted? If so, for how long? Is it necessary to replace all related
equipment? How much time must be budgeted for installation and retraining of
administrators? How much space will the new system require? DEFINITY ECS
actually expedites service upgrades because Lucent Technologies design engi-
neers considered each aspect of the process:
■
■
■
■
■
■
■
■
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Service Upgrade Solutions
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 of the world.
Lucent Technologies has been a pioneer in providing compatibility with the
Q-SIG global networking protocol. This protocol has been adopted by the Inter-
national Standardization Organization as a global ISDN-based private network-
ing standard. The DEFINITY ECS is thus not only adaptable to existing protocols,
but readily communicates with new systems throughout the world.
Amortizing Replacement Costs
Sometimes your budget may not allow for wholesale replacement of all telecom-
munications equipment at once. The aggregate replacement cost of telephones,
computers, and other desktop equipment can be high, even if the costs of the
individual items are low. Ideally, this equipment can be replaced in stages,
spreading the cost out over time. This requires, however, that the new switch be
compatible with the old equipment.
DEFINITY ECS allows you to extend the life of your peripheral equipment indefi-
nitely. It accommodates analog telephones, for example, and efficiently switches
analog data. In addition, various financing options allow you to synchronize
equipment payments with your cash flow cycles.
Ensuring Uninterrupted Service
An important consideration when upgrading service is, “How much time will our
employees lose while the system is being connected?” In most cases, the inter-
ruption in service is minimal because the system is designed to be connected in
parallel with the working switch. Even in a remote area where the equipment
being replaced is very old, the switching can be transferred in a matter of hours.
Another consideration is, “How long will it take our people to adjust to the new
system?” Again, this adjustment period is minimized by DEFINITY ECS’s adapt-
ability. Using the automatic route selection feature, the system can be configured
to imitate the old switching system for the user’s benefit. In a remote Russian
town, for example, a nurse at the hospital still dials the same six-digit number she
has always used to call home. What she does not know is that her home number
is now actually an extension on the DEFINITY ECS. A hidden translation has
allowed her to retain her home telephone number. DEFINITY ECS accommodates
users in such a way that there is no difference in dialing an inside or outside call.
Feature access codes can be assigned to mirror the old system as well.
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Storing New Equipment
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 room, which
included plenty of room for expansion.
Making Optimum Use of
Available Lines
Because many lines in some remote areas do not operate properly, sometimes
as many as 40 percent more lines are used than are necessary for adequate ser-
vice. Once a DEFINITY ECS is installed, the system generates detailed traffic
reports that document the relative reliability of the lines. This allows the staff to
eliminate unreliable lines or petition for their repair, increasing overall system effi-
ciency. The system’s alarm reports even provide troubleshooting information for
neighboring switches in the public network.
Many DEFINITY ECS network enhancements are designed to optimize resources
tions" for more information.
Re-training Administrators
The reliability of the DEFINITY ECS system has allowed some organizations to
profitably redeploy maintenance staff. Time-consuming daily maintenance is
replaced by occasional attention to the system. The new G3-Management Appli-
cations software runs on a personal computer and saves administration time by
automating repetitive tasks and consolidating related data. Recording moves
and changes in all directories, for example, has never been easier. In some
cases, the DEFINITY ECS is actually maintained remotely by Lucent Technolo-
gies personnel.
Backward Compatibility
DEFINITY ECS is essentially compatible with older Lucent and AT&T products.
This means that when you upgrade from an older AT&T or Lucent system to a
DEFNITY ECS you will not lose some capabilities while gaining others. For exam-
ple, DEFINITY ECS now allows you to have Trunk Access Codes and feature
Access codes that differ by only one digit, which facilitates upgrades from a
DEFINITY G2, System 85 or DIMENSION switch to a DEFINITY ECS.
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Service Upgrade Solutions
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 in such a way
that you will only incur normal, incremental costs as you increase port capacity,
even if you increase that capacity as much as one hundred-fold. DEFINITY is
designed for easy expansion, rather than replacement.
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System Management Solutions
14
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
sophisticated, so too have the tools that administer them.
DEFINITY ECS offers a variety of easy-to-use modular tools for managing your
system. Whether your system is small or large, stand-alone or networked, DEFIN-
ITY ECS has the tools to efficiently manage that system.
Terminal and facility administration features allow you to administer telephones,
computers, facilities, and features throughout your system or network. Traffic
management features allow you to measure, manage, and report on the voice
and data communications traffic throughout your system or network. Mainte-
nance features allow you to view the health of your system and perform mainte-
nance procedures on your own system, if you choose to do so.
This broad system management philosophy extends DEFINITY ECS’s power and
flexibility into the tools for managing the system. These tools are based on the
user-friendly architecture which is the hallmark of DEFINITY products. The sys-
tem management capabilities of DEFINITY ECS have been enhanced to accom-
modate all configurations.
NOTE:
Some applications and products are unavailable in some countries. Please
check with your local distributor for further information about which features
and applications are available to you.
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System Management Solutions
System Management Terminal
and 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 similar user interfaces. Screen lay-
outs and the use of commands and keys are much the same. This means that
you can migrate from one option to another smoothly and with minimal training.
DEFINITY ECS Management Terminal
The Management Terminal is the integrated management tool built into every
DEFINITY ECS. DEFINITY ECS Management Terminal is the best built-in man-
agement product available. It provides an intuitive interface with forms-based
selections, help keys, and a language-based interface (several languages are
available).
The system administrator uses a DEFINITY ECS Management Terminal to access
the system to perform “task-oriented” administration and maintenance proce-
dures. Several types of asynchronous terminals can be used as the Management
Terminal. One such terminal is the Lucent 715 Multitasking Terminal.
Using the Management Terminal, the system manager can do all of the following:
■
■
■
■
■
Perform system backups
Perform selected maintenance procedures
DEFINITY G3 Management Applications
The G3 Management Applications, a personal computer-based tool, provides
enhanced system management capabilities for DEFINITY ECS. The G3-Manage-
ment Applications software runs on a selected list of certified UNIXWARE-based
personal computers. See your Lucent Technologies account team for information
on approved personal computers.
The G3-Management Applications software is composed of the G3-Management
Applications “environment” that provides the tools and basic features of the
G3-Management Applications and G3-Management Applications “applications”
that run on top of the environment. The G3-Management Applications environ-
ment capabilities and applications include the following:
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System Management Terminal and Applications
■
Configuration Program displays information about the G3-Management
Applications hardware and lets the user select color-scheme and display
options.
■
■
■
Emulation is an enhanced terminal emulation with keyboard and mouse
cursor control, color screens, and extended help windows.
Communication makes Electronic Industries Association RS-232
connection to the switch.
Customer Release allows the G3-Management Applications to store
information about each switch supported by the G3-Management
Applications, including such information as switch release and version,
switch name, and dial-up information.
■
Data Management allows the system manager to:
— Print custom-formatted reports of gathered switch data
— Format G3-Management Applications data for export to other
systems such as database management systems
— Use an alternate way to access enhanced emulation for real-time
communication with switch
— Retrieve switch data as needed and save in standard personal
computer files for printing or exporting
■
Enhanced Data Management allows the system manager to:
— Make global changes rapidly to large amounts of switch translation
data (such as changing set types, changing coverage path
assignments, or changing class of service or class of restriction
assignments) by creating a template for global changes
— Provide transaction generation in order to pre-process
switch-based commands on the personal computer, and later send
them to the switch
■
Bulk Administration is a set of administration capabilities that allow the
system manager to administer many stations in bulk rather than on a
station-by-station basis. It is primarily used during major moves or
changes when the switch hardware is not yet available. Capabilities
include:
— Alias stations by mapping unsupported set types to supported set
types
— Create station models that contain feature information common to
station user groups
— Administer Basic Rate Interface sets in multipoint configuration
— Create station detail records
— Define hunt groups
— Group and list provisioning
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System Management Solutions
— 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 both switch administration and AUDIX administration.
TERRANOVA ECS Administration
TERRANOVA ECS Administration is a software package for your personal com-
puter that allows you to use the computer as an administration terminal.
Advanced capabilities allow you to retrieve configuration and traffic information
and generate reports.The software includes the following modules:
■
ECS Communication emulates several common terminal types, allowing
you to access multiple systems from a single personal computer.
■
ECS Reports Generator provides graphic displays of system
configurations and produces a variety of system administration reports.
Besides printing the reports, you can save the reported data and export it
to other data management applications.
■
ECS Station Administration allows you to add, change, remove, and
duplicate stations, coverage paths, and pickup groups. Using graphical
representations of stations and global change tools, you can create
custom labels and schedule downloads of adds, moves, and changes.
■
■
ECS Trunk Group Analyzer gathers usage information and provides tools
for conducting what-if and grade-of service analysis for traffic
performance across the system.
ECS Auto Transfer automatically extracts call accounting data for station
and trunks at a pre-set time and presents the information in a formatted file
on the local server or shared network drive. It provides an open interface
that allows accounting vendors to integrate the data into their call
accounting products.
OneVision™ Enterprise Network
Management Applications
Given its ability to handle many types of information and protocols, DEFINITY
ECS is the ideal platform for managing your voice, data, and video communica-
tions as one unit. The OneVision Enterprise Network Management Applications
provide several options for accomplishing this.
DEFINITY G3 Fault Management
DEFINITY G3 Fault Management helps you manage related applications and
equipment from one computer. It uses the industry standard Simple Network
Management Protocol to deliver information to a network management computer.
On the computer, the software presents a graphical representation of each sys-
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System Access
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 provides detailed information about the components during this trouble-
shooting process. You can query the system for detailed information at any time
and request equipment inventories.
DEFINITY G3 Proxy Agent
The DEFINITY G3 Proxy Agent accesses the system management information on
DEFINITY and makes it available via the industry standard Simple Network Man-
agement Protocol. It provides that information to the DEFINITY G3 Fault Manage-
ment application. The protocol is one of several supported by TCP/IP, which is
used by many product vendors to send the management information to network
management systems.
The enhanced cut-through capability provides access to the DEFINITY ECS inte-
grated management utilities so you can manipulate the system databases. Since
the network management computer allows you to view both the switches and
associated LANs from a single platform, it is possible to see what is happening
simultaneously to both the voice and data networks.
When used together, the Fault Management and Proxy Agent applications pro-
vide network perspective and switch management from one station.
System Access
DEFINITY ECS’s open architecture makes for relatively easy access to essential
data.
System Access Interface Support
System Access is the basis for transferring data and administrative commands
back and forth between DEFINITY ECS and processor-based adjuncts. It pro-
vides external access to the system management, maintenance, and traffic data
that is normally available only via the Management Terminal.
DEFINITY ECS System Access includes the end validation feature, which allows
translations to be validated by the switch without actually committing a change to
the switch. This allows the switch to check translations for errors without making
a change in the switch data. End validation is useful for performing data valida-
tion on translations that will be downloaded to the switch, as well as for perform-
ing audits on translations stored in the adjunct. This capability makes it possible
for adjuncts to validate translation data without maintaining a switch image data-
base or a copy of the switch validation rules.
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System Management Solutions
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 (management terminals or
operation support systems) can be connected to the switch to perform adminis-
tration and/or maintenance tasks simultaneously. DEFINITY ECS supports eight
concurrent administration and maintenance users — five can perform concurrent
administration, and three can perform concurrent maintenance. The eight con-
current sessions can be in any combination of local and remote connections.
This feature increases the volume of administrative activity that can be performed
in a given time period, allowing administrators to handle peak demand more
effectively.
Host Interface
Host Interface, a G3-Management Applications capability, gives you direct
access to data residing in the G3-Management Applications database. Using
standard terminal emulation software with the XMODEM interface, you can
retrieve DEFINITY ECS information to populate your own customer-developed
databases.
Terminal Administration
DEFINITY ECS includes features that ease, simplify, and accelerate the adminis-
tration process from a terminal.
Administration Without Hardware
Administration without hardware gives you the ability to administer station forms
without specifying a port location. Administered stations will not cause alarms or
errors to be generated when the station is translated but not yet installed. These
station types are referred to as “phantom” stations. Phantom extensions can be
used for Automatic Call Distribution Dialled-Number Identification Service. This
allows a phantom extension to be administered on the switch for each call type
that needs to be identified to agents. The phantom Automatic Call Distribution
extension either is “call forwarded” (via an attendant console) to an Automatic
Call Distribution split or has its coverage path defined to include the Automatic
Call Distribution split. The name field administered for the phantom extension will
identify to the Automatic Call Distribution agent which service the caller is
attempting to reach, allowing the agent to properly address the caller.
Administration Without Hardware also supports the ability to store station tem-
plates (models). These can later be used with the duplicate station command to
implement many station forms of the same type in the switch.
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Terminal Administration
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 Administration Without Hardware can be used on the following
terminal types:
■
■
■
Analog telephones
Digital Communications Protocol telephones
Hybrid telephones
Large DEFINITY ECS configurations support additional terminal types to those
listed above. These include:
■
Attendant consoles
■
Voice/computers (such as Digital Communications Protocol terminals with
voice and data capabilities)
■
■
■
■
Data modules
ISDN Basic Rate Interface telephones and computers
Analog queue warning ports
Announcement circuit packs
Terminal Translation Initialization
DEFINITY ECS provides terminal translation initialization, a feature that works with
Administration Without Hardware. Terminal translation initialization associates the
terminal translation data with a specific port location through the entry of a spe-
cial feature-access code, a terminal translation initialization security code, and
an extension number from at a terminal that is connected to a wired — but
untranslated — jack.
Once a terminal is connected to an appropriate jack, the terminal user can dial
the appropriate codes followed by a pre-translated extension number of an
Administration Without Hardware terminal. The system will complete the adminis-
tration of the terminal by associating the translation data with the port location
and performing appropriate checks.
Terminal translation initialization reduces the labor associated with system initial-
izations, major additions, rearrangement and changes, and building wiring.
Translation data entry can be performed without knowledge of the physical layout
of circuit packs. End-users can move their own station equipment if a building is
wired to support it, reducing costs for station moves. Individual lines need only
be wired to the correct type of port, rather than a specific port.
System administrators maintain control over the use of terminal translation initial-
ization through security codes. By activating and deactivating security codes,
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System Management Solutions
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 a periodic basis. Only
commands that do not require user interaction after being entering on the com-
mand line (such as list, display, test) can be scheduled.
DEFINITY ECS also supports scheduling of “one shot” requests — commands
that are executed only once and then removed from the scheduling queue auto-
matically by the feature, such as save translation commands.
Functional scheduling enhances administration. For example, scheduling of save
translations is particularly important when large numbers of translation changes
are made during the day, ensuring that they will be saved to tape at the specified
time. The “one shot” report is particularly useful for scheduling large print jobs at
night that are normally run only once.
Basic Reporting
DEFINITY ECS has built-in capabilities for generating reports required for small,
medium, and large systems. These reports are available without special hard-
ware or software.
System Measurements reports supply information on the status of all communi-
cation facilities. These reports help determine the efficiency of resources, includ-
ing but not limited to trunk groups, hunt groups, and the attendant group.
System Status reports supply information associated with the attendant group,
major and minor alarms, and traffic measurements.
■
The Recent Change History feature reports on the most recent
administration and maintenance commands entered. DEFINITY ECS also
supplies:
— New site data on the station form. New fields include the set color,
building, floor, and headset. In addition, user-defined validation
checks are provided for a subset of the site data items.
— Scaling enhancements, as well as a ranging and filtering capability,
for large switches. These allow your system administrator to restrict
data reporting to only the desired amount of switch parameters.
DEFINITY ECS also includes the following reports:
■
Class-of-Restriction report lists the extensions that have a particular Class
of Restriction value or that fall within a range of Class of Restriction values.
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Performance Measurements
■
■
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 system. Ranging and filtering capabilities are provided for selected
site fields.
Performance Measurements
A number of performance measurements are available on DEFINITY ECS. These
measurements are available in the form of switch-based reports for local or
remote access, and can be collected for subsequent analysis and reporting by
adjuncts and operation support systems using the operation support system
interface protocol. These reports include:
■
Call Coverage reports, which display measurements of the distribution of
traffic offered to call-coverage groups. Separate reports for all calls and
external calls are supplied. Each report has sections that define group
attributes, provide a summary of coverage-group call dispositions, and
show the disposition of traffic at each coverage point. You can select
which coverage groups are monitored via administration. The fields are as
follows:
— Group Attributes report the group number, number of principals,
number and type of station (extension, Automatic Call Distribution)
at each coverage point, and the number of ring cycles before the
call is advanced to the next coverage point.
— Summary reports the number of calls offered, advanced to
coverage, answered, and abandoned before being answered for all
calls offered to the group and for external calls offered to the group.
■
Coverage Points, which differs based on whether “All Calls” or “External
Calls” is selected. The “All Calls” report shows detail data for all calls to
the group; the “External Calls” report shows detail data for only the
external calls offered to the group. For each coverage point in the group,
the number of calls offered, abandoned while at that coverage point, and
overflowing to the next coverage point are listed.
These measurements can be used to engineer group sizes at coverage points
and to detect station user abuse of the call-coverage feature.
■
Processor Occupancy report, which provides summary information on
how heavily the processor is loaded. It includes fields giving peg counts of
the number of various call types and total calling rates for the
measurement period. The data fields of this report are:
— Processor occupancy for call processing (including the link
subsystem) plus system management processes
— Call processing (including the link subsystem), system
management, and packet interface processor occupancy
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System Management Solutions
— Total calls, number of station-to-station calls, number of incoming
trunk calls, number of outgoing trunk calls, and number of tandem
calls
These measurements are listed for the last hour, today’s peak hour, and yester-
day’s peak hour.
Large systems offer additional measurements that help configure the switch,
determine the switch’s capacity for growth, and report unauthorized
switch-access attempts. These measurements include:
■
Traffic Summary report, which provides a performance summary of the
switch with the following information:
— Processor occupancy for call processing and system management
— Attendant speed of service
— Total switch-network blocking probability, as well as blocking
probability of the highest port network and highest center-stage link
— Total number of security violations as defined in the security
violations report
— A list of the trunk groups that experienced blocking higher than an
administered design grade of service
— Total trunks that are out of service
— Total number of CDR record buffer high-water-mark violations and
buffer overflows
— Time stamps for when the following events last occurred:
■
Major alarm
■
The list of trunk groups to be studied with the detailed report
were last changed
■
■
The list of coverage groups to be studied were last changed
The list of Automatic Alternate Routing/Automatic Route
Selection routing patterns to be studied was last changed
These can be used to verify that your system and its users are not experiencing
performance degradation due to overloaded switch resources.
■
Attendant Position report, which lists the following:
— Attendant usage
— Number of calls answered
— Total time the attendant was available to answer a new call
— Average holding time on calls answered
Security Violations report, which collects the following measurements:
■
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Performance Measurements
— System Management includes the number of successful and
unsuccessful logins, the number of valid and invalid passwords,
and the number of times a login name was valid but three
successive invalid passwords were entered.
— Call Processing lists the number of valid and invalid barrier codes
entered, and the number of valid and invalid authorization codes
entered for the total system, the stations on the system, all tie
trunks, all remote access trunks, and the attendant consoles. In
addition, the time and dial access code/extension from which the
last ten violations occurred are recorded.
— Maintenance Board lists the number of valid and invalid attempts to
access the maintenance board.
■
Tandem Traffic report, which provides information on facilities that serve
tandem traffic.
The following measurements are useful in helping you evaluate the network engi-
neering design for possible reconfiguration. They can help you decide how to
reconfigure networks for lower-cost operation.
■
Hunt Group Measurements lists various information including the number
of calls that overflowed the group queue.
■
Automatic Route Selection Pattern Measurements collects information on
Automatic Route Selection patterns from when the report was
administered into the measured pattern list until it is removed from the
measured pattern list.
■
Trunk Group Detailed Measurements reports on the traffic on a selected
subset of trunk groups for a sequence of 24 measurement intervals whose
length is customer-selectable between the options of 15 minutes, 30
minutes, and one hour. The report is divided into two sections:
— Group Identification includes the trunk group number, size, type,
direction, and size.
— Measurements lists total usage, maintenance usage, total calls,
incoming calls, tandem calls, group overflow, calls queued, queue
overflow, percentage of all trunks busy, and percentage of outgoing
blocking.
The following measurements and reports are needed for engineering and load
balancing a large switch. These measurements include:
■
Blockage Study report, which shows the blockages that occur for Time
Division Multiplexing attempts and for Center Stage Switch connections
for each port network and the blockages that occur between each pair of
switch nodes.
■
Port Network and Link Usage is used in balancing load between port
networks and in engineering links (Expansion Port Network/Switch Node),
especially remote Expansion Port Networks over Digital Signal Level 1
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System Management Solutions
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 operation
support system interface.
G3 Management Applications Reports and Data
Acquisition Utilities
Through the G3-Management Applications, which run on UNIXWARE-based per-
sonal computers, DEFINITY ECS supports reporting and data acquisition not
available through the switch-based reports. This supports the consolidation and
formatting functions that large organizations need. When excess data surpass a
multiple-screen display capability, the ranging, sorting, and filtering capability
provided by standard report-generation programs allows to restrict reports to
only the desired data. The data acquisition feature supports two capabilities:
■
The ability to collect data from the switch via the operation support system
interface
■
The ability to use personal computer-based software, such as standard
database programs or report-generation packages, to create custom
reports from G3-Management Applications
For the G3-Management Applications reporting capability, data from selected
switch-based reports is accessible on the G3-Management Applications in stan-
dard personal computer file format (such as ASCII G3-Management Applica-
tions). G3-Management Applications reporting allows you to do the following:
■
■
■
Create files of switch data on the personal computer in a format
compatible with available report-generation programs, such as Informix.
Substitute the DEFINITY ECS-generated field headers with
customer-defined headers
Administer the file format, including which character to use as a field
separator (space, comma, etc.) and which characters to use as a field
value delimiter (quotes, no character, etc.)
ECS Reports Generator
The ECS Reports Generator is an easy to use, graphical reporting tool that does
the following:
■
■
Maintains a location database of all the systems managed (in addition to
the DEFINITY ECS, it supports Lucent Technologies System 75, G1 and
G3 systems)
Provides automated connections via pre-defined scripts to the various
systems
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Performance Measurements
■
■
■
■
■
Captures all pre-defined reports immediately, or schedules off-peak
downloading to your personal computer
Creates faxable order forms and keeps a record of all purchases for all
systems in the network
Provides cut-through administration capability with a 513 terminal
emulator
Provides flexible sorting and formatting options for report display and
export to other applications
Easy to navigate interface, with simple setup procedures
The scheduler can be used for off-peak, automatic polling of systems for daily
reports required for monitoring your DEFINITY ECS environment. It can also be
set up to invoke special scripts or personal computer applications.
The ECS Reports Generator produces all standard reports, plus the following.
■
Unused Extension Report shows all unused extensions.
■
Configuration Pictorial graphically depicts your system, with cabinet,
carrier, and slot representation. It maps the station data to the
configuration data so you can easily determine where stations are
assigned for a port on a circuit pack. You can easily see which ports are
free on which slots and what the port names are.
■
Configuration Summary provides a total system inventory with totals of
circuit packs in use and the total number of free ports. It also recommends
ways to consolidate and conserve resources.
■
■
Station Reports allow you to sort station data in a variety of columns.
Phone Directory allows you to create and maintain a directory list for
general distribution. You can define some extensions as unlisted, and they
will not be printed in the directory.
■
Out of Service Trunks notifies you during off-peak hours of any trunks that
are not functioning.
All of these custom reports can export data formatted for use by other database
management applications.
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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 call. Charge advice is a number representing the cost of a
call; it is recorded as either a charging or currency unit.
■
Periodic Pulse Metering — For non-ISDN trunks
Periodic Pulse Metering accumulates pulses transmitted from the public
network at periodic intervals during an outgoing call. At the end of the call,
the number of pulses collected is the basis for determining charges.
Call-charge information helps you to account for the cost of outgoing calls with-
out waiting for the next bill from your network provider. This is especially impor-
tant in countries where telephone bills are not itemized. You can also use this
information to let employees know the cost of their phone calls, encouraging
them to save money on toll calls.
Call Detail Recording
Also included in the timely and efficient management of your communications
system is the management and control of call costs. Call Detail Recording allows
you to monitor and analyze call patterns and usage in your system. DEFINITY
ECS has enhanced the Call Detail Recording capabilities available to you.
Call Detail Recording Features
DEFINITY ECS enhances Call Detail Recording with the following new capabili-
ties:
■
Distinguish voice from data on trunk calls
■
Determine if a data call used a conversion resource, such as a modem
pool
■
■
■
Choose whether to record the vector directory number in the “Dialled
Number” field of the Call Detail Recording record, or record either the split
or the agent extension in the same field
Allow Call Detail Recording records to be generated for internal calls (calls
to and from a set of extensions, including data endpoints) so administered
(a maximum of 500 extensions in large configurations)
With Call Privacy, allow up to seven digits of the dialled number to be
blanked from the Call Detail Recording record
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Call Detail Recording
■
■
Use a second Call Detail Recording port for sending Call Detail Recording
data to a second source
Provide Call Detail Recording call splitting, which allows incoming and
outgoing calls to be split into separate call records in order to track calls
that transferred to other internal parties
DEFINITY ECS includes the Variable Format Records feature, which provides a
flexible means of incorporating new fields in the call detail record as new switch
features and new Call Detail Recording devices become available. The variable
format allows you to define a record in terms of its content (from a set of available
data elements), the position of its fields, and the spacing between the fields. This
method can be used to construct the 15-, 18-, and 24-word standard formats and
custom formats.
If calls come in while the Call Detail Recording link is down and the buffer is filled
to maximum, DEFINITY ECS gives you the following administrable call-record
handling options:
a. Block the calls with reorder
b. Allow the calls to overwrite records
c. Route the calls to an attendant with the option to proceed as a non-Call
Detail Recording call
As you can see, DEFINITY ECS call-record handling capabilities are designed to
be flexible, adapting to meet your present and future business needs.
Call Detail Recording Devices
The following output devices are supported by DEFINITY ECS:
■
Local storage devices such as the Call Detail Recording Unit/S, and any
customer-provided storage device with an RS-232C interface
■
Processing devices — such as the Lucent Technologies Call Accounting
System Plus, Cost Allocator, or host processors — that are supported over
an RS-232C interface with XON/XOFF flow control
■
Asynchronous ASCII printers with RS-232C interface
The enhanced variable format records feature capability in DEFINITY ECS sup-
ports any customer-defined data presentation, and therefore can support any
devices over an RS-232C interface.
Call Accounting Systems
Several options are available to you for call accounting, depending on what type
of system administration tools you are using.
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System Management Solutions
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 at once. Detailed or summary reports
can be expressed in two or three dimensional, color charts and graphs or in text
files suitable for downloading to other applications.The optional toll fraud detec-
tion module allows you to detect fraudulent use of your long-distance services.
You can generate reports that identify:
■
■
■
Most frequently dialed numbers
Most expensive calls
Longest duration calls
In addition, you can search the accounting data for a great variety of information,
including dialed numbers, partial numbers, dates, times, call types, depart-
ments, and calling extensions.
All this enables you to reduce telephone expenses, optimize resources, assign
costs, and identify abuse. The Call Accounting System for Windows helps you to
clearly understand your telephone expenses and convey that understanding to
others.
You can define up to five levels of reporting hierarchy to which you can assign
costs. The system archives your data for one accounting period. A flexible
markup capability allows service businesses to adjust call pricing for each client.
Call Accounting System for Windows can generate twenty standard historical or
real-time reports from as many as 100 locations. An individual system is capable
of polling different types of call detail storage units or other Call Accounting Sys-
tem for Windows systems. The remote systems forward call records and alarms
as they are generated.
A traffic engineering option allows you to monitor trunk usage, calling patterns,
incoming traffic, and outgoing calls by area code. This allows you to analyze
trends summarizing how your equipment is being used.
Call Accounting System for windows is widely compatible and requires little
maintenance, even while collecting data, generating reports, and managing
remote data collection sites.
Call Accounting System Terminal
Lucent Technologies Call Accounting System Terminal is an easy-to-install hard-
ware and software package that allows you to assign expenses to as many as
three organizational levels. For example, you might assign costs at the depart-
ment, cost center, or extension level.
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Security
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 also generate toll fraud reports and alarms that identify excessive
personal calls, unauthorized calls, and calls to expensive dial-up recordings.
INTUITY Call Accounting System
If you are using any of the INTUITY voice messaging products, the INTUITY Call
Accounting System is probably best call accounting solution for you. The system
works exclusively with INTUITY products, which reside on MAP/40 or MAP/100
Processing Solutions".) Offering many of same features as the Call Accounting
System for Windows (described in the previous section), the system also serves
to help integrate your INTUITY applications.
You can use the INTUITY Call Accounting System to optimize DEFINITY ECS sys-
tem resources, detect toll fraud, and allocate costs. More creative applications of
the system’s reporting capabilities include:
■
Measuring response of advertising campaigns by assigning an account
number for the media (radio, television, etc.) that prompted incoming
calls.
■
■
Increasing productivity by tracking the costs of telemarketing and
customer service calls
Detecting and finding the cause of abandoned calls
The system can handle up to 500 extensions.
Security
Besides the toll fraud detection options available with DEFINITY Call Accounting
Systems (described in the previous section), DEFINITY ECS includes many other
security features, some of which are an integral part of the system design.
Security Violation Notification
Security violation notification identifies potential hackers’ attempts to access the
DEFINITY ECS. It notifies you when the number of invalid barrier-code attempts
or invalid login attempts is greater than the administered threshold.
A monitor report displays the last 16 invalid barrier-code attempts and the last 16
invalid login attempts. This report is automatically updated every 30 seconds.
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System Management Solutions
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.
Station-to-station — User cannot place or receive internal calls.
Termination — User cannot receive any calls (except priority calls).
Toll — User cannot place toll calls.
Total — User can neither place nor receive any calls.
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Features
A
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
"Hospitality Features" on page A-39
"Multimedia Features" on page A-41
"Private Networking Features" on page A-43
"Trunk Group Features" on page A-52
Not all features are available with each model of DEFINITY ECS. Please see
model. In addition, not all system applications or adjunct applications may be
available in your country.
This appendix discusses all DEFINITY capabilities available anywhere. Please
check with your local Lucent Technologies representative for further information
about what is available in your country.
Each feature is described briefly, though most DEFINITY ECS features have
many complex capabilities and options. The DEFINITY ECS Release 6
Administration and Feature Description manual (555-230-522) describes each
feature in detail and provides complete implementation and administration
information. Some features are systems of their own and have their own
documentation, such as Call Detail Recording, AUDIX, and Call Management
System. See your local distributor for more information on each of these features.
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Features
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 route calls
based on the preferred (normally the least expensive) route available at the time
the call is placed. Generally, AAR routes calls over a private network and ARS
routes calls using the public network numbering plan. However, both AAR and
ARS support public and private networks. You can use the other features listed in
this section when you use AAR and ARS.
Automatic Alternate Routing (AAR)
Allows private network calls to originate and terminate at one or many locations
without accessing the public network. When you dial an access code and phone
number, AAR selects the most desirable route for the call and performs digit con-
version as necessary. If the first choice route is unavailable, another route is cho-
sen automatically.
The numbers you call using AAR are normally private-network numbers.
However, you can call a public-network number, a service code, an international
number, operator access code, or an operator-assisted dialing number. With
AAR and Subnet Trunking, you have a convenient way to place international calls
to frequently-called foreign cities. Such calls route as far as possible over the
private network, and then access the public network. This saves toll charges and
allows you to use your private network as much as possible.
Automatic Route Selection (ARS)
ARS selects carriers automatically and routes calls inexpensively over the public
network. When there are one or more long-distance carriers and wide-area tele-
communications services (WATS) provided, DEFINITY ECS selects the most pre-
ferred route for the call. Long-distance carrier-code dialing is not required on
routes selected by the system. You assign long-distance carrier-codes and
DEFINITY ECS translates them. The system inserts codes as needed to guaran-
tee automatic-carrier selection. ARS can route calls to a variety of types-of-num-
bers and access a variety of types of trunk groups.
AAR/ARS Overlap Sending
DEFINITY ECS supports overlap sending for AAR and ARS calls that are routed
over ISDN-PRI trunk groups. ISDN-PRI call-address information is sent one digit
at a time instead of in one block. In countries with complex public-network num-
bering plans, this allows for a significant decrease in call setup time. When over-
lap receiving is enabled, this is especially significant for tandemed calls.
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Automatic Routing Features
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 indicates the choice
of routing tables that are used on a particular call. Each Class of Restriction is
assigned a specific Partition Group Number or Time of Day specification.
Different classes of restriction may be assigned the same Partition Group
Number.
Alternate Facility Restriction Levels
Allows DEFINITY ECS to adjust facility restriction levels or authorization codes for
lines or trunks. Each line or trunk is normally assigned a facility restriction level.
With this feature, alternate facility restriction levels are also assigned. Attendants
can change to the alternates, thus changing access to lines and trunks. You
might want to use this feature to disable most long-distance calling at night, for
example, to prevent unauthorized staff from making long-distance calls.
!
CAUTION:
This feature may change the AAR and ARS routing preferences. Using it on
tandem and tie-trunk applications affects entire networks. Calls that are part
of a cross-country private network may be blocked.
Facility Restriction Levels
and Traveling Class Marks
Allows certain calls to specific users, while denying the same calls to other users.
For example, certain users may be allowed to use central office trunks to other
corporate locations while other users may be restricted to less expensive pri-
vate-network lines. You can administer up to eight levels of restriction for users of
AAR and ARS.
Generalized Route Selection
Provides voice and data call-routing capabilities. You use it to select not only the
least-cost routing, but also optimal routing over the appropriate facilities. It
enhances AAR and ARS by providing additional parameters in the routing deci-
sion and maximizing the chance of using the right facility to route the call. Also, if
an endpoint incompatibility exists, it provides a conversion resource (such as a
modem from a modem pool) to attempt to match the right facility with the right
endpoint.
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Features
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 tells the
system what to do next. For each routing preference, you can indicate if the next
routing-preference should be attempted or if the current routing-preference
should be attempted again.
Subnet Trunking
Modifies the number you dial so an AAR or ARS call can route over different trunk
groups that may terminate in switches with different dial plans. Subnet Trunking
inserts digits, deletes digits, pauses, and/or waits for dial tone in digit outpulsing,
as required, so calls route:
■
■
■
To or through a remote switch
Over Tie trunks to a private network switch
Over CO trunks to the serving CO
Subnet Trunking is required on calls routing to or through a remote switch,
regardless of the call’s destination.
Time of Day Routing
Provides the most economical routing of ARS and AAR calls. This routing is
based on the time of day and day of the week that each call is made. Up to 8
TOD routing plans may be administered, each scheduled to change up to 6
times a day for each day in the week.
This allows you to take advantage of lower calling rates during specific times of
the day and week. In addition, companies with locations in different time zones
can use different locations that have lower rates at different times of the day or
week. This feature is also used to change patterns during the times an office is
closed in order to reduce or eliminate unauthorized calls.
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Basic Features
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
You simply dial the list number and the one-, two-, or three-digit number associ-
ated with the phone number you want. The number is then automatically dialed
by the system. A frequently called number can be stored on an abbreviated dial-
ing button that you need only press once to make the call.
Administered Connections
Automatically establishes an end-to-end connection between two access or data
endpoints based on administered attributes. This feature provides capabilities
such as alarm notification, including an administrable alarm type and threshold;
automatic restoration of connections established over a Software-Defined Data
Network; ISDN-PRI trunk group [service may be referred to as ISDN-PRI (AC/AE)
Service]; scheduled as well as continuous connections; and administrable-retry
interval for failed connection attempts.
Administrable Language Displays
Allows the messages that appear on telephone display units to be shown in the
language spoken by the user. These messages are available in English (the
default), French, Italian, Spanish, or one other user-defined language. The lan-
guage for display messages is selected by each user. The feature requires
40-character display telephones.
Administration Without Hardware
Allows you to administer telephones that are not yet physically present on the
system. This feature works the same as administration with hardware: when sta-
tions are moved, user-activated features such as call forwarding and send all
calls are preserved and functional. This greatly facilitates the speed of setting up
and making changes to the telephones on the system.
Alphanumeric Dialing
Allows you to place data calls by entering an alphanumeric name rather than a
long string of numbers.
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Features
Alternate Operations Support System Alarm
Number
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 Detection
For purposes of call-detail recording, it is important to know when the called
party answers a call. DEFINITY ECS provides three ways to determine whether
the far end has answered an outgoing call.
■
Answer Detection — A call-classifier board detects tones and
voice-frequency signals on the line and determines whether a call has
been answered. This method is fairly accurate.
■
Network Answer Supervision — The central office (CO) sends back a
signal to indicate that the far end has answered. If a call has traveled over
a private network before reaching the CO, the signal is transmitted back
over the private network to the originating system. This method is
extremely accurate, but is not available in the United States over CO, FX,
or WATS trunks.
■
Answer Supervision by Timeout — You set a timer for each trunk group. If
the caller is off-hook when the timer expires, the system assumes that the
call has been answered. This is the least accurate method. Calls that are
shorter than the timer duration do not generate call records, and calls that
ring for a long time produce call records whether they are answered or
not.
Attendant Auto-Manual Splitting
Allows an attendant to announce a call or consult privately with the called party
without being heard by the calling party on the call. It splits the calling party away
so the attendant can confidentially determine if the called party can accept the
call.
Attendant Backup Alerting
Notifies backup attendants that the primary attendant cannot pick up a call. It
provides both audible and visual alerting to backup stations when the attendant
queue reaches its queue warning level. When the queue drops below the queue
warning level, alerting stops. Audible alerting also occurs when the attendant
console is in night mode, regardless of the attendant queue size.
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Basic Features
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 telephone user hears a call
waiting tone. This tone is heard only by the called telephone user.
Attendant Calling of Inward Restricted Stations
A telephone with a Class of Restriction that is inward restricted cannot receive
public network, attendant-originated, or attendant-extended calls. This feature
allows you to override this restriction.
Attendant Console
A digital call-handling station with push-button control used not only to answer
and place calls, but also to manage and monitor some system operations.
Attendant Control of Trunk Group Access
Allows an attendant to control trunk groups and prevents telephone users from
directly accessing a controlled trunk group. This allows the attendant to monitor
the use of these trunk groups. By watching the lamps associated with the trunk
groups, the attendant can determine if the number of busy trunks in a specific
trunk group has reached a preset warning level and if all trunks in a specific trunk
group are busy. The attendant can then handle other calls to these trunk groups
accordingly.
Attendant Crisis Alert
Visibly and audibly alerts attendants when an emergency call is placed. The fea-
ture indicates from where an emergency call is made, which allows the attendant
to direct emergency-service response to the caller. Though often used in the hos-
pitality industry, it can be set up to work with any standard attendant console.
Audible alerting sounds like an ambulance siren. Visual alerting consists of
flashing of the crisis-alert button lamp and display of the caller name and
extension. When crisis alerting is active, the console is placed in position-busy
mode so that no other incoming calls interfere with the emergency call. The
console can still originate calls. The attendant must press the position-busy
button to unbusy the console and the crisis-alert button to deactivate audible and
visual alerting.
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Features
Attendant Direct Extension Selection
With 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 attendant can use this feature in two ways:
using standard Direct Extension Selection access, or using enhanced Direct
Extension Selection access.
Attendant Direct Trunk Group Selection
Allows the attendant direct access to an idle outgoing trunk by pressing the but-
ton assigned to the trunk group. This feature eliminates the need for the attendant
to memorize, or look up, and dial the trunk access codes associated with fre-
quently used trunk groups. Pressing a labelled button selects an idle trunk in the
desired group.
Attendant Display
Shows call-related information that helps the attendant to operate the console.
Also shows personal service and message information. Information is shown on
the alphanumeric display on the attendant console. Attendants my select one of
several available display message languages: English, French, Italian, or Span-
ish. In addition, your company may define one additional language for use by
users and attendants on their display.
Attendant Intrusion (Call Offer)
Allows an attendant to enter an existing call to inform the person being called
about a message or another call. Upon intrusion, tone may be applied if adminis-
tered.
Attendant Override of Diversion Features
Allows an attendant to bypass diversion features such as Send All Calls and Call
Coverage by putting a call through to an extension even when these diversion
features are on. This feature, together with Attendant Intrusion, can be used to
get an emergency or urgent call through to a telephone user.
Attendant Priority Queue
Places incoming calls to the attendant in an orderly queue when these calls can-
not go immediately to the attendant. This feature allows you to define twelve dif-
ferent categories of incoming attendant calls, including emergency calls, which
are given the highest priority.
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Basic Features
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. Multiappearance users
press the Conference or Transfer button to recall the attendant and remain on the
connection when either button is used.
Attendant Release Loop Operation
Allows the attendant to hold a call off the console if the call cannot immediately
go through to the person being called. A timed reminder begins once the call is
on hold. If the call is not answered within the allotted time, the call returns to the
queue for the attendant. Timed reminders attempt to return the call to the atten-
dant who previously handled it. Only when the original attendant is unavailable
are calls returned to the queue.
Attendant Serial Calling
Enables an attendant to transfer trunk calls that return to the same attendant after
the called party hangs up. The returned call can then transfer to another station
within the switch. This feature is useful if trunks are scarce and Direct Inward
Dialing services are unavailable. An outside caller may have to redial often to get
through because trunks are so busy. Once callers get through to an attendant
they can use the same line into the switch for multiple calls. The attendant’s dis-
play shows if an incoming call is a serial call.
Audible Message Waiting
Places a stutter at the beginning of the dial tone when a telephone user picks up
the phone. The stutter dial tone indicates that the user has a message waiting.
This feature is particularly useful for visually impaired people who may not be
able to see a message light. It is often used with telephones that have no mes-
sage waiting lights, but may not be available in countries that restrict the charac-
teristics of dial tones provided to users.
Audio Information Exchange Interface
AUDIX is a message-handling system for recording and distributing spoken mes-
sages or voice mail. Stored voice prompts guide users in creating, sending,
retrieving, answering, saving, and forwarding spoken messages.
Several versions of AUDIX are available: DEFINITY AUDIX is comprised of circuit
packs resident in the switch. INTUITY AUDIX is external to the DEFINITY ECS and
connected to it by station lines and data links. AUDIX systems can also be
networked through switches or other AUDIX machines. They rely on a data link
between the AUDIX adjunct on the switch.
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Features
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 individual incoming tie trunks and remote-access trunks from
accessing outgoing trunks
■
■
Track CDR calls for cost-allocation purposes
Provide additional security control
Auto Start and Don’t Split
Auto Start allows the attendant to make a telephone call without pushing the start
button first. If the attendant is on an active call and presses digits on the keypad,
the system automatically splits the call and begins dialing the second call. The
Don’t Split feature deactivates the Auto Start feature and allows the sending of
touch tones over the line for the purposes of such things as picking up mes-
sages.
Automatic Callback
Allows internal users who placed a call to a busy or unanswered internal tele-
phone to be called back automatically when the called voice terminal becomes
available.
When a user activates Automatic Callback, the system monitors the called
telephone. When the called telephone becomes available to receive a call, the
system originates the Automatic Callback call. The originating party receives
priority ringing. The calling party then lifts the handset and the called party
receives the same ringing provided on the original call.
Automatic Circuit Assurance
Assists in identifying possible trunk problems. The system maintains a record of
the performance of individual trunks and automatically calls a designated user
when a possible failure is detected. This feature provides better service through
early detection of faulty trunks and consequently reduces out-of-service time.
Automatic Incoming Call Display
Displays information about an incoming call while you are using a display tele-
phone.
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Basic Features
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. Acceptable performance, the
scheduling of tests, and report contents are administrable.
Block Collect Call
Blocks collect calls. This feature is used primarily in Brazil.
Bridged Call Appearance —
Multi-Appearance Telephone
Allows calls to be handled from more than one telephone. A bridged call appear-
ance is set up by administering a primary extension and the button number asso-
ciated with it on a two-lamp button on another telephone. One way this feature is
most often used is by secretaries or assistants who answer or handle calls to the
primary extension (an executive, for example). When the primary extension
receives a call, the bridged call appearance flashes or rings and the call can be
handled as if the primary extension user was answering it.
Bridged Call Appearance —
Single-Line Telephone
Allows single-line telephones users to have a bridged appearance on a
multi-appearance phone.
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Features
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 messages. In addition, Lucent Technologies personnel can leave
high-priority messages, which are displayed on the first 10 lines of the bulletin
board.
Busy Verification of Terminals and Trunks
Allows attendants and users of multi-appearance telephones to make test calls to
trunks, telephones, and hunt groups to check the status of an apparently busy
resource. With this feature, an attendant or multifunction telephone user can dis-
tinguish between a telephone that is truly busy and one that only appears busy
because of some problem. You can also use the feature to quickly identify faulty
trunks.
Call Charge Information
DEFINITY ECS provides two ways to know the approximate charge for calls
made on outgoing trunks:
■
Advice of Charge — For ISDN trunks
Advice of Charge (AOC) collects charge information from the public
network for each outgoing call. Charge advice is a number representing
the cost of a call; it is recorded as either a charging or currency unit.
■
Periodic Pulse Metering — For non-ISDN trunks
Periodic Pulse Metering (PPM) accumulates pulses transmitted from the
public network at periodic intervals during an outgoing trunk call. At the
end of the call, the number of pulses collected is the basis for determining
charges.
Call-charge information helps you to account for the cost of outgoing calls
without waiting for the next bill from your network provider. This is especially
important in countries where telephone bills are not itemized. You can also use
this information to let employees know the cost of their phone calls, and so
encourage them to help manage the company’s telecommunications expenses.
NOTE:
This feature is not offered by the public network in some countries,
including the United States.
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Basic Features
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 call dis-
tribution hunt group, a direct department calling hunt group, an automatic call
distribution hunt group, a voice messaging system, or a coverage answer group
established to answer redirected calls.
In addition to redirecting a call to a local answering position, you can administer
Call Coverage to:
■
■
■
Redirect calls based on time-of-day
Redirect calls to a remote location
Allow users to change back and forth between two lead-coverage paths
from either an on- or off-site location
Call Detail Recording
Records detailed call information on incoming and outgoing calls for the purpose
of call accounting and sends this call information to a call detail recording output
device. You can specify the trunk groups and extensions for which you want
records to be kept as well as the type of information to be recorded. You can
keep track of both internal and external calls. This application contains a wide
variety of administrable options and capabilities.
Call Forwarding
Call Forwarding provides four functions:
■
Call Forwarding All Calls — Allows calls to be forwarded to an internal
extension, external (off-net) number, an attendant, or an attendant group.
■
Call Forwarding Override — Allows the user at the forwarded-to extension
to override Call Forwarding and either initiate a call or transfer a call back
to the forwarded-from extension.
■
Call Forward Busy/Don’t Answer — Allows calls to be forwarded when the
called extension is busy or when the call is not answered after an
administrable interval. If the extension is busy, the call forwards
immediately. If the extension is not busy, the incoming call rings the called
extension, then forwards only if it remains unanswered longer than the
administered interval.
■
Call Forwarding Off Net — Allows calls forwarded off net to be tracked for
busy or no-answer conditions. The system brings the call back for further
call-coverage processing if specified conditions are met. This feature is
particularly useful for telecommuters, who can have their on-site office
calls forwarded to their home offices.
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Features
Call Park
Allows you to put a call on hold and then retrieve a call from any other telephone
on the system. This is helpful when you are on a call and need to go to another
location for information. It also allows you to answer a call from any telephone
after being paged by a telephone user or an attendant.
Call Pickup
Along with Directed Call Pickup, allows you to answer calls for other telephones
within your specified call pickup group. Directed Call Pickup allows you to pick
up any call on the DEFINITY ECS system. With this feature, you do not have to
leave your telephone to answer a call for a nearby telephone. You simply dial an
access code or press a Call Pickup button.
Call Waiting Termination
Allows for users of single-line telephones who are on a call to be notified of a sec-
ond call. This feature enables the second call to wait and sends a distinctive call
waiting tone to the user who is being called.
Class of Restriction
Defines many different classes of call origination and termination privileges. Sys-
tems may have no restrictions, only a single class of restriction, or may have as
many classes of restrictions as necessary to effect the desired restrictions. Many
different types of classes of restriction can be assigned to many types of facilities
on the switch. For example, you can use a calling-party COR to prevent callers
from accessing the public network.
Class of Service
Defines whether or not telephone users can access the following features and
functions: Automatic Callback, Call Forwarding, Data Privacy, Priority Calling,
Restrict Call Forwarding Off-Net, Call Forward Busy/Don’t Answer, Personal Sta-
tion Access, Extended Forwarding and Busy/Don’t Answer, Trunk-to-Trunk Trans-
fer Restriction Override, Off-Hook Alert, Console Permission, or Client Room.
Code Calling Access
Allows attendants, users, and tie trunk users to page with coded chime signals.
This feature is helpful for users who are often away from their telephones or at a
location where a ringing telephone might be disturbing.
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Basic Features
Conference — Attendant
Allows an attendant to set up a conference call for as many as six conferees,
including the attendant. Conferences from inside and outside the system can be
added to the conference call.
Conference — Terminal
Allows multi-appearance telephone users to set up six-party conference calls
without attendant assistance. Single-line telephone users can set up three-party
conference calls without attendant assistance.
Consult
Allows a covering user, after answering a call received through Call Coverage, to
call the called party for private consultation. Consult can be used to let a cover-
ing user ask the principal if they want to speak with the calling party.
Coverage Callback
Allows a covering user to leave a message for the called party to call back the
person who called.
Coverage Incoming Call Identification
Allows multi-appearance telephones users without a display in a Coverage
Answer Group to identify an incoming call to that group.
Customer-Provided Equipment Alarm
Provides you with an indication that a system alarm has occurred and that the
system has attempted to contact a service organization. A device that you pro-
vide, such a lamp or a bell, is used to indicate the alarm situation. You can
administer the level of alarm about which you want to be notified.
Data Call Setup
Enables the setting up of data calls using a variety of methods, such as: key-
board dialing, telephone dialing, Hayes command dialing, permanent switched
connections, administered connections, automatic calling unit interface, and hot-
line dialing. Data Call Setup is provided for both DCP and ISDN-BRI telephones.
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Features
Data Hot Line
Provides for automatic placement of a data call when the originator hangs up.
Data Hot Line may be used for security purposes. This feature offers fast and
accurate call placement to commonly called data endpoints. Data terminal users
who constantly call the same number can use Data Hot Line to automatically
place the call when they hang up the telephone.
Data Privacy
Protects analog data calls from being disturbed by any of the system’s overriding
or ringing features. Data Privacy is activated when you dial an activation code at
the beginning of the call.
Data Restriction
Like Data Privacy, this feature protects analog data calls from being disturbed by
any of the system’s overriding or ringing features. It is administered at the system
level to selected analog and multi-appearance telephones and trunk groups.
Default Dialing
Provides data terminal users who dial a specific number the majority of the time a
very simple method of dialing that number. This feature enhances Data Terminal
(Keyboard) Dialing by allowing a data terminal user to place a data call to a
preadministered destination in several different ways, depending on the type of
data module. Data Terminal Dialing and Alphanumeric Dialing are unaffected.
Demand Print
Allows you to print your undelivered messages without calling the Message
Center.
Dial Access to Attendant
Allows you to reach an attendant by dialing an access code. The attendant can
then extend the call to a trunk or to another telephone.
Dial Plan
The dial plan is the system’s guide to digit translation. When the system receives
dialed digits, the system must know what to expect next based on the digits
received so far. For example, if you dial 4, the dial plan tells the system how many
more digits to expect before the call is processed.
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Basic Features
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 between various types of incoming calls
by distinctive ringing patterns. You can set up ringing patterns to indicate many
different types of calls: internal, external, and priority calls, for example.
Dual DCP I-Channels
Support the use of dual DCP I-channels for AUDIX networking. In this case, net-
working refers to the ability to send data files between AUDIX systems, not to
communications with the switch.
Emergency Access to the Attendant
Provides for emergency calls to be placed to an attendant. These calls can be
placed automatically by the system or can be dialed by system users. Emer-
gency access calls can receive priority handling by the attendant.
Enhanced Abbreviated Dialing
Supplements Abbreviated Dialing by providing one enhanced number per sys-
tem. Enhanced number lists can contain any number or dial access code. Sys-
tem Administrators designate privileges for group number lists, system number
lists and enhanced number lists. With privileged lists, users can access other-
wise-restricted numbers (e.g., Stations without long-distance access can be pro-
grammed to access specified long-distance numbers.)
Enhanced Voice Terminal Display
The Enhanced Voice Terminal Display feature allows you to choose the character
set that you want to see in DEFINITY ECS softkeys and display terminals. In addi-
tion to the standard Roman character set, you can choose either the Katakana or
characters used for most European languages.
Extended User Administration
of Redirected Calls
Allows users to change their lead-coverage path or their call forwarding from any
on-site (local) or remote (off-site) location.
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Features
External Device Alarming
Allows you to assign analog ports to alarm interfaces for external devices. You
can specify a port location, information to identify the external device, and the
alarm level to report when a contact closure occurs.
Facility Busy Indication
Allows users of multi-appearance telephones to see which lines, trunk groups,
terminating extension groups, hunt groups, or paging zones (called resources or
facilities) are busy. When the lamp associated with the resource is lit, the
resource is busy.
You can store extension numbers, trunk group access codes, and Loudspeaker
Paging access codes in a Facility Busy Indication button. The Facility Busy
Indication button provides direct access to any of the facilities.
Facility Test Calls
Allows telephone users to make test calls to access specific trunks, dual tone
multifrequency receivers, time slots, and system tones. The user dials an access
code and makes the test call to make sure the facility is operating properly. Secu-
rity measures are included to prevent unauthorized use.
Fiber Link Administration
Port cabinets are connected via direct fiber links or through fiber links to a
center-stage switch to provide the connections required for voice and data infor-
mation transfer. The center-stage switch is composed of switch node carriers that
are interconnected by fiber links. It provides both circuit-switched and
packet-switched connections. Fiber Link Administration creates the translation
data defining these links by identifying the endpoint pairs for each link. Endpoints
can be an expansion interface or a switch-node-interface circuit pack.
Go to Cover
Allows users who call another internal extension to send the call directly to cover-
age.
Group Listen
Simultaneously activates your speakerphone in listen only mode and your hand-
set or headset in listen and speak mode. This allows you to serve as spokesper-
son for a group. You can participate in a conversation while everyone else in the
room is listening to what is said.
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Basic Features
Group Paging
Allows you to make an announcement to a group of people via their speaker-
phones. The speakerphones are automatically turned on when you begin the
announcement. The recipients can listen to the message via the handset if they
wish, but they cannot speak to you in return.
Hold
Allows you to disconnect from a call temporarily, use your telephone for other call
purposes, and then return to the original call.
Hold — Automatic
Allows attendants and multi-function telephone users to alternate easily between
two or more calls. For example, with automatic hold, selection of a second call
appearance automatically puts the active call (if any) on hold and makes the sec-
ond call appearance active. This feature can be activated on a system-wide
basis only. When automatic hold is not activated, the depression of the second
call appearance would drop the first call.
Hunt Groups
A group of extensions that can handle multiple calls simultaneously to a single
phone number. For each call to the phone number, the system hunts for an avail-
able extension in the group and connects the call to that extension.
A hunt group is especially useful when you expect a high number of calls to a
particular phone number. A hunt group might consist of people trained to handle
calls on specific topics. For example, the group might be:
■
■
■
■
A benefits department within your company
A service department for products you sell
A travel reservations service
A pool of attendants
In addition, a hunt group might consist of a group of shared telecommunications
facilities. For example, the group might be:
■
■
■
A modem pool
A group of data-line circuit ports
A group of data modules
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Features
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 touch-tone buttons to enter a name, and retrieve an extension number
from the system directory. The directory contains the names and extensions
assigned to all telephones on the system.
Integrated Services Digital Network — Basic Rate
Interface (ISDN-BRI)
Enables connection of the system to equipment or endpoints that support an
Integrated Services Digital Network (ISDN) by using a standard format called the
Basic Rate Interface (BRI). This feature is a 192-Kbps interface that carries two
64-Kbps B-channels and one 16-Kbps D-channel.
ISDN is a global access standard that uses a layered protocol. It eliminates the
need for multiple, separate access arrangements for voice, data, facsimile, and
video services and networks. Using the same pair of wires that now carry simple
telephone calls, ISDN can deliver voice, data, and video services in a digital
format.
The ISDN-BRI Trunk circuit pack allows DEFINITY to support the T interface and
the S/T interface as defined by ISDN standards (ITU-T recommendation I.411).
The circuit pack provides eight ports to the network and supports two B channels
and one D channel. ISDN-BRI Trunk provides the following advantages:
■
Provides an inexpensive way to connect to ISDN services provided by the
network provider.
■
■
Meets almost all ETSI Country protocol requirements.
Supports essential (not supplementary) ISDN services.
Intercept Treatment
Provides an intercept tone or a recorded announcement or routes the call to an
attendant for assistance when calls cannot be completed or when use of a fea-
ture is denied.
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Basic Features
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, users who fre-
quently call each other can do so by pressing one button instead of dialing an
extension number.
Intercom — Dial
Allows multi-appearance telephone users to easily call others within an adminis-
tered group. The calling user lifts the handset, presses the Dial Intercom button,
and dials the one- or two-digit code assigned to the desired party. The called
user’s phone rings, and intercom lamp, if provided, flashes. With this feature, a
group of users who frequently call each other can do so by pressing one button
and dialing a one- or two- digit code instead of dialing an extension number.
Internal Automatic Answer
Allows specific telephones to answer incoming internal calls automatically. This
feature is intended for use with telephones that have speakerphones or head-
sets. You simply press an Internal Automatic Answer feature button, and calls are
automatically answered when the telephone is idle. Internal and Distributed Com-
munications System calls can be answered using automatic answer, but only
attendants can use automatic answer to answer external calls directed to the
attendant.
Last Number Dialed
Allows you to automatically redial the last number dialed. The system saves the
first 24 digits of the last number dialed, whether the call attempt was manually
dialed or dialed using Abbreviated Dialing. When you press the Last Number
Dialed button or dial the Last Number dialed feature access code, the system
places the call again.
Leave Word Calling
Allows internal system users to leave a short preprogammed message (usually
“Call” with the calling user’s name, extension number, and the time of the call) for
other internal users. When the message is stored on the DEFINITY ECS, the Mes-
sage lamp on the called telephone automatically lights. Leave Word Calling mes-
sages can be retrieved using a telephone display, Voice Message Retrieval, or
AUDIX. Messages may be retrieved in English, French, Italian, Spanish, or a
user-defined language.
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Features
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-ser-
vice condition lasts until the telephone user hangs up the phone.
Listed Directory Number
Allows outside callers to access your attendant group in two ways, depending on
the type of trunk used for the incoming call. You can allow attendant group
access via incoming direct inward dial trunks, or you can allow attendant group
access via incoming central office) and foreign exchange trunks.
Loudspeaker Paging Access
Provides attendants and telephone users dial access to voice paging equipment.
As many as nine paging zones can be provided by the system and one zone can
be provided that activates all zones at the same time. (A zone is the location of
the loudspeakers — for example, conference rooms, warehouses, or store-
rooms.) A user can activate this feature by dialing the trunk access code of the
desired paging zone, or the access codes can be entered into Abbreviated Dial-
ing Lists. Once you have activated this feature, you can simply speak into the
handset to make the announcement.
Deluxe Loudspeaker Paging Access (called Deluxe Paging) provides attendants
and telephone users with integrated access to voice-paging equipment and Call
Park capabilities. When you activate Deluxe Paging, the call is automatically
parked. The parked call returns to the parking user with distinctive alerting when
the time-out interval expires.
Manual Message Waiting
Allows multi-appearance telephone users to light the status lamp associated with
the manual Message Waiting button at another multi-appearance telephone.
They do this by simply pressing a button on their own telephone. This feature can
be administered only to pairs of telephones such as a secretary and an execu-
tive. The secretary might press the button to signal to the executive that a call
needs answering or someone has arrived for an appointment. The executive
might use the button to indicate that he or she should not be disturbed.
Manual Originating Line Service
Connects single-line telephone users to the attendant automatically when the
user lifts the handset. The attendant number is stored in an Abbreviated Dialing
list. When the telephone user lifts the handset, the system automatically routes
the call to the attendant using the Hot Line Service feature.
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Basic Features
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 receiver. Man-
ual Signaling is denied if the receiving telephone is already ringing from an
incoming call.
Misoperation Handling
Defines how calls are handled when a misoperation occurs. A misoperation is
when calls are left on hold when the controlling station goes on hook.
For example, a misoperation can occur under either of the following conditions:
■
If you hang up prior to completing a feature operation (in some cases,
hanging up completes the operation, as in call transfer). If, for example,
you place a call on hold, begin to transfer the call, dial an invalid extension
number, and then hang up, that’s a misoperation.
■
When the system enters night service while attendant consoles have calls
on hold.
The system administrator can alter the standard Misoperation Handling to ensure
that an external caller is not left on hold indefinitely, or dropped by the system
after a misoperation with no way to reach someone for help.
This feature is used only in France and Italy.
Modem Pooling
Enables switched connections between digital data endpoints (data modules)
and analog data endpoints and acoustic coupled modems. Data transmission
between a digital data endpoint and an analog endpoint requires a conversion
since the DCP format used by the data module is not compatible with the modu-
lated signals of an analog modem. A modem translates DCP format into modu-
lated signals and vice versa. The Modem Pooling feature provides a set of
modems for such conversions.
Multi-Appearance Preselection and Preference
Provides options for placing or answering calls on selected call appearances.
Ringing Appearance Preference automatically connects you to the incoming
ringing call when the user picks up the handset. Idle Appearance Preference
automatically connects you to an idle appearance. Preselection allows the user
to manually select an appearance. Preselection is used, for example, when you
want to reconnect with a held call or activate a feature. Preselection can be used
with a feature button. For example, if you press an Abbreviated Dialing button,
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Features
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 music, silence, or tone to a caller. Music lets the caller
know that the connection is still valid. Many different music options can be
administered to accommodate different tenants on the DEFINITY ECS. See the
Tenant Partitioning feature for more information.
Night Service
There are five Night Service features:
■
Hunt Group Night Service allows an attendant or a split supervisor to
assign a hunt group or split to Night Service mode. All calls for the hunt
group then are redirected to the hunt group’s designated Night Service
extension. When a user activates Hunt Group Night Service, the
associated button lamp lights.
■
Night Console Service directs all calls for primary and daytime attendant
consoles to a night console. When a user activates Night Console Service,
the Night Service button for each attendant lights and all
attendant-seeking calls (and calls waiting) in the queue are directed to the
night console. To activate and deactivate this feature, the attendant
typically presses the Night button on the principal attendant console or
designated console.
■
■
■
Night Station Service directs incoming calls for the attendant to
designated extensions. Attendants can activate Night Station Service by
pressing the Night button on the principle console if there is not an active
night console. If the night station is busy, calls (including emergency
attendant calls) receive a busy tone. They do not queue for the attendant.
Trunk Answer from Any Station allows telephone users to answer all
incoming calls to the attendant when the attendant is not on duty and
when other voice terminals have not been designated to answer the calls.
The incoming call activates a gong, bell, or chime and a voice-terminal
user dials an access code to answer the call.
Trunk Group Night Service allows an attendant or a designated telephone
user to individually assign a trunk group or all trunk groups to the night
service mode. Specific trunk groups individually assigned to the service
are in Individual Trunk Night Service Mode. Calls coming into these trunk
groups are redirected to designated night service extensions. Incoming
calls on other trunk groups are processed normally.
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Basic Features
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 personal
computer to act as a terminal for the host.
Personal Station Access
Allows you to transfer your telephone station preferences and permissions to any
other compatible telephone. This includes the definition of terminal buttons,
abbreviated dial lists, and Class of Service and Class of Restrictions permis-
sions. It can be used on-site or off-site (with DEFINITY Extender). This has sev-
eral telecommuting applications. For example, several telecommuting
employees can share the same office on different days of the week. The employ-
ees can easily and remotely make the shared telephone “theirs” for the day.
Remote use requires DEFINITY Extender.
Personalized Ringing
Allows users of certain telephones to uniquely identify their own calls. Each user
can choose one of a number of possible ringing patterns. The eight ringing pat-
terns are tone sequences consisting of different combinations of three tones.
With this feature, users working closely in the same area can each specify a dif-
ferent ringing pattern in order to better identify their own calls.
Power Failure Transfer
Provides service to and from the local telephone company central office, includ-
ing Wide Area Telecommunications System, during a power failure. This allows
you to make or answer important or emergency calls during a power failure. This
feature is also called Emergency Transfer.
Priority Calling
Allows you to ring another telephone with a distinctive signal that tells the called
party the incoming call requires immediate attention. The called party can then
handle the call accordingly. You activate priority calling by Dialing a Priority Call-
ing access code or pressing a feature button, followed by the extension number.
You can use Priority Calling only if your telephone has been administered with the
required class of service.
Privacy — Attendant Lockout
Prevents an attendant from reentering a multiple-party connection held on the
console unless recalled by a telephone user. This feature is administered on a
system-wide basis. It is either activated or not activated.
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Features
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 Network Call Priority
Public Network Call Priority provides call retention, forced disconnect, intrusion,
mode-of-release control, and rering to switches on public networks. Different
countries frequently refer to these capabilities by different names.
Pull Transfer
Allows either the party who was originally called or the party to whom the held
call will be transferred to complete the transfer. This is a convenient way to con-
nect a party with someone better qualified to handle the call. Attendant assis-
tance is not required and the call does not have to be redialed. It interfaces with
satellite workstations via TGU/TGE trunks and is always available for calls that
use TGU/TGE trunks.
Recall signaling
Recall Signaling allows the user of an analog station to place a call on hold, use
the voice terminal for other call purposes, and then return to the original call.
Recorded Announcements
Provides an announcement to callers under a variety of circumstances. For
example, announcements let callers know that their call cannot be completed as
dialed, that their call is in queue, or that all lines are busy.
Recent Change History
Allows the system manager to view or print a history report of the most recent
administration and maintenance changes on the switch. This report may be used
for diagnostic or information purposes.
Recorded Announcement
Provides a recorded announcement to a variety of types of calls: calls that cannot
be completed as dialed, calls that have been in queue for an assigned interval,
any calls whose destination is an announcement, or incoming calls to a user.
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Basic Features
Recorded Telephone Dictation Access
Allows telephone users, including Remote Access and incoming tie trunk users,
to access dictation equipment. The dictation equipment is accessed by dialing
an access code or extension number. The start/stop function can be voice or dial
controlled. Other functions such as initial activation and playback are controlled
by additional dial codes.
Remote Access
Permits authorized callers from remote locations to access the system via the
public network and then use its features and services.There are a variety of ways
of accessing the feature. After gaining access, you hear a system dial tone, and,
for system security, may be required to dial a barrier code.
Restriction — Controlled
Allows an attendant or telephone user with console permission to activate and
deactivate for an individual telephone or a group of telephones the following
restrictions: outward, total, station-to-station, and termination restrictions.
Ringback Queuing
Places calls in an ordered queue (first in, first out) when all trunks are busy. The
telephone user who is trying to make a call is automatically called back when a
trunk becomes available, and hears a distinctive three-burst signal when called
back.
Ringer Cutoff
Allows the user of a multi-appearance telephone to turn audible ringing signals
on and off. Visual alerting is not affected by this feature. When this feature is
enabled, only Priority (three-burst) ring, Redirect Notification, Intercom ring, and
manual signaling ring at the telephone. Internal and external calls do not ring.
Ringing — Abbreviated and Delayed
Allows you to manually or automatically assign one of four ring types to each call
appearance on a telephone. Whatever treatment you assign to a call appearance
is automatically assigned to each of its bridged call appearances.
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Features
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 access attempts. You can
also disable a login ID or remote access authorization that is associated with a
security violation.
Send All Calls
Allows users to temporarily direct all incoming calls to coverage regardless of the
assigned call-coverage redirection criteria. Covering users can temporarily
remove their voice terminals from the coverage path. The feature is activated and
deactivated via a button or access code.
Station Hunting
Routes calls made to a busy extension to another extension. To use Station Hunt-
ing, you create a station hunting chain that governs the order in which a call
routes from one extension to the next when the called extension is busy. Each
extension in the chain links to only one subsequent extension. An extension may
be linked from any number of extensions, however.
Station Security Codes
To provide additional security around the customer options the “init” login has
been provided with additional security for the purpose of establishing an authen-
tication procedure for attempts to remotely log into the system.
Telephone Self Administration
Allows you to program feature buttons on 6400-series telephones yourself.
Temporary Bridged Appearance
Allows multiappearance telephone users in a terminating extension group or per-
sonal central office line group to bridge onto an existing group call. If a call has
been answered using the Call Pickup feature, the originally called party can
bridge onto the call. This feature also allows a called party to bridge onto a call
that redirects to coverage before the called party can answer it.
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Basic Features
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 affordable rates to
small business tenants. The system supports up to 100 partitions and 27 Atten-
dant Groups. Multiple Attendant Groups can be assigned to each partition. Sta-
tions, hunt groups, and other endpoints assigned to a Class of Service can be
partitioned. Network routing pattern preferences also support the assigned ten-
ant partitioning. Tenant Partitioning also allows you to assign a unique music
source for each tenant partition for customers who are put on hold.
Terminal Translation Initialization
Allows you to merge an Administration Without Hardware station to a valid port
from a terminal connected to that port. You simply dial a system-wide security
code and the extension. This feature also allows you to separate a station from its
port by dialing a similar separate digit sequence. This action causes the station
to be administered without hardware.
Terminating Extension Group
Allows an incoming call to ring (either audible or silent alerting) as many as four
telephones an one time. Any user in the group can answer the call. Any tele-
phone can be administered as a group member. Only a multi-appearance tele-
phone can be assigned a feature button with an associated status lamp,
however. The feature button allows the user to select a Terminating Extension
Group call appearance for answering or bridging onto an existing call but not for
call origination. For example, a department in a large store might have three tele-
phones. Anyone in the department can answer the call. The salesperson most
qualified to answer the call can bridge onto the call.
Timed Reminder and Attendant Timers
Automatically alerts the attendant after an administered time interval for the fol-
lowing types of calls: extended calls to be answered or waiting to be connected
to a busy single-line telephone, one-party calls placed on hold on the console,
and transferred calls that have not been answered after transfer. Timed Reminder
informs the attendant that a call requires additional attention. After the attendant
reconnects to the call, the user can either choose to try another extension num-
ber, hang up, or continue to wait. DEFINITY ECS supports a variety of administra-
ble attendant timers for use in a variety of situations.
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Features
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-line telephone users momentarily flash the switchhook or press the Recall
button, dial the desired extension, and hang up. Multiappearance telephone
users press the Transfer button, dial the desired extension number, and press the
Transfer button again.
Transfer — Outgoing Trunk
to Outgoing Trunk
Allows a user or attendant to initiate two or more outgoing trunk calls and then
transfer the trunks together. The transfer operation removes the original user from
the connection and conferences the outgoing trunks. Alternatively, the controlling
party can establish a conference call with the outgoing trunks and then drop out
of the conference, leaving only the outgoing trunks on the conference. This is an
optional enhancement to Trunk-to-Trunk Transfer and requires careful administra-
tion and use. DCS Trunk Turnaround may be a safer alternative to this feature.
Trunk Flash
Trunk Flash allows a feature or function button on a multifunction telephone or
attendant console to be assigned as a Flash button. Pressing this button while
connected to a trunk (which must have been administered to allow trunk flash)
causes the system to send a flash signal out over the connected trunk.
Trunk Flash enables multifunction voice terminals to access central office
customized services that are provided by the Central Office to which DEFINITY
ECS is connected. These services are electronic features, such as conference
and transfer, that are accessed by a sequence of flash signal and dial signals
from the DEFINITY System station on an active trunk call. The Trunk Flash feature
can help to reduce the number of trunk lines connected to the DEFINITY system.
“Digit 1 as Flash” as used in Italy and the United Kingdom will not serve as the
flash button in this application.
Trunk Group Busy/Warning Indicators to
Attendant
Provides the attendant with a visual indication that the number of busy trunks in a
group has reached an administered level. A visual indication is also provided
when all trunks in a group are busy. This feature is particularly helpful to show the
attendant that the Attendant Control of Trunk Group Access feature needs to be
invoked.
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Basic Features
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 feature is particularly helpful
for identifying a faulty trunk. That trunk can then be removed from service and the
problem quickly corrected.
Trunk-to-Trunk Transfer
Allows the attendant or telephone user to connect an incoming trunk call to an
outgoing trunk call. This feature is particularly useful when a caller outside the
system calls a user or attendant and requests a transfer to another outside num-
ber. For example, a worker, away on business, can call in and have the call trans-
ferred elsewhere. The system assures that incoming central office trunks without
Disconnect Supervision are not transferred to outgoing trunks or other incoming
central office trunks without Disconnect Supervision.
Visually Impaired Attendant Service
Provides voice feedback to a visually impaired attendant in either Italian or British
English. Each voice phrase is a sequence of one or more single voiced mes-
sages. This feature defines six new attendant buttons to aid visually impaired
attendants:
■
■
■
Visually Impaired Service Activation/Deactivation button: activates or
deactivates the feature. All ringers previously disabled (for example, recall
and incoming calls) become reenabled.
Console Status button: voices whether the console is in Position Available
or Position Busy state, whether the console is a night console, the status of
the attendant queue, and the status of system alarms.
Display Status button: voices what is shown on the console display. VIAS
support is not available for all display features (for example,
class-of-restriction information, personal names, and some call purposes).
■
■
■
Last Operation button: voices the last operation performed.
Last Voiced Message button: repeats the last voiced message.
Direct Trunk Group Selection Status button: voices the status of an
attendant-monitored trunk group.
The visually impaired attendant may use the Inspect mode to locate each button
and determine the feature assigned to each without actually executing the
feature.
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Features
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’s
messages can be retrieved only by a user at a telephone or attendant console in
the coverage path, by an administered system-wide message retriever, or by a
remote-access user when the extension and associated security code are
known. The system restricts unauthorized users from retrieving messages.
Voice Terminal Alerting Options
Provides multi-appearance telephone users with different ringing patterns. This
feature primarily affects audible ringing for calls directed to telephones that are
off hook, or calls directed to idle and active CALLMASTER telephones.
Voice Terminal Display
Provides multi-appearance telephone users with updated call and message
information. This information is displayed on a display-equipped telephone. The
information displayed depends upon the display mode selected by the user.
Information that allows personalized call answering is available on many calls.
Users may select any of the following as the display message language: English
(default), French, Italian, or Spanish. In addition, messages can be administered
on the system in a fifth language. The language for display messages is selected
by each user.
Whisper Page
Allows an assistant or colleague to bridge onto your telephone conversation and
give you a message without being heard by the other party or parties you are
talking to.
World Class Tone Detection
Enables the DEFINITY ECS to identify and handle different types of call progress
tones, depending on the system administration. You can use the tone detector
and identification to display on Data Terminal Dialing and to decide when to send
digits on trunk calls through Abbreviated Dialing, ARS, AAR, and Data Terminal
Dialing.
“Tone detect mode 1” designates countries that use the same tone plan as Italy.
“Tone detect mode 2” designates countries that use the same tone plan as
Australia. “Tone detect mode 3” designates countries that use the same tone
plan as the United Kingdom. “Tone detect mode 4” designates countries that use
dial tones between 345 Hz and 625 Ha. “Tone detect mode 5” designates
countries that use dialtones between 345 Hz and 1190 Hz. The “level of tone
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Call Center Features
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
detection broadband” is used in countries that have a discontinuous dial tone.
World Class Tone Generation
Allows you to define call-progress tones. You can select values for frequency and
cadence. If you do not define a call-progress tone, DEFINITY ECS sends silence.
Call Center Features
DEFINITY ECS offers the following features designed to help you set up and
maintain a modern call center.
Abandoned Call Search
Allows a central office that does not provide timely disconnect supervision to
identify abandoned calls. An abandoned call is one in which the calling party
hangs up before the call is answered. Abandoned Call Search is suitable only for
older central offices that do not provide timely disconnect supervision.
Add/Remove Skills
Allows an agent using Expert Agent Selection to add or remove skills. A skill is a
numeric identifier that refers to an agent’s specific ability. For example, an agent
who speaks English and Spanish could be assigned a language -speaking skill
with an identifier of 20. The agent then adds skill 20 to his or her set of working
skills. If a customer needs a Spanish-speaking agent, the system routes the call
to an agent with that skill. Each agent can have up to four active skills, and each
skill is assigned a priority level.
Agent Call Handling
Allows you to administer functions that Automatic Call Distribution agents use
when handling incoming calls. You define specific agent capabilities and can
plan capacities based on those capabilities. The same list of agent capabilities
are also supported through the CallVisor Adjunct/Switch Applications Interface
(ASAI).
Auto-Available Split
Allows members of an ACD split to be in Auto-In work mode continuously. An
agent in Auto-In work mode becomes available for another ACD call immediately
after disconnecting from an ACD call. You can use AAS to bring ACD-split mem-
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Features
bers back into Auto-In work mode after a system restart. Although not restricted
to such, this feature is intended to be used for splits containing only recorders or
voice-response units.
Automatic Call Distribution
Allows incoming calls to connect automatically to specific splits. An ACD split is
a hunt group designed to receive a high volume of similar calls. Calls to a spe-
cific split are automatically distributed among the agents, or hunt group mem-
bers, assigned to that split.Calls queue to the split until an agent is available. You
can assign a supervisor to each split. The split supervisor can listen in on agent
calls, monitor the split queue status, and assist agents. If you have Call Manage-
ment System or Basic Call Management System, you can measure and create
reports on the status of ACD agents, splits, and trunks.
Basic Call Management System
Basic Call Management System provides real-time and historical reports to assist
you in managing agents, ACD splits (hunt groups), VDNs, and trunk groups. You
can display reports on the Management Terminal or print them. In addition, you
can schedule historical reports to print automatically on the system printer.
Call Management System (CMS)
Allows you to collect and monitor ACD facilities and personnel. You can create
reports on the status of agents, splits, trunks, vectors, and vector directory num-
bers. You can store historical CMS reports or display real-time reports at a termi-
nal. Unlike Basic Call Management System, the CMS resides on an adjunct
computer that connects to the system via a data link.
Call Prompting
Allows the system to collect information from the calling party and direct the calls
via Call Vectoring. The caller is verbally prompted by the system and enters infor-
mation in response to the prompts. This information is then used to redirect the
call or handle the call in some other way (taking a message, for example). This
feature is mostly used to enhance the efficient handling of calls in the Automatic
Call Distribution application.
Call Vectoring
Processes incoming and internal calls according to a programmed set of com-
mands. Vector commands may direct calls to on-premise or off- premise destina-
tions, to any hunt group or split, or to a specific call treatment such as an
announcement, forced disconnect, forced busy, or delay treatment. For example,
the system can collect digits from the user via Call Prompting and route calls to a
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Call Center Features
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/Billing Number
Allows the system to transmit Calling Party Number/Billing Number (CPN/BN)
information to an ISDN-PRI trunk group. The CPN is the calling party’s telephone
number. BN is the calling party’s billing number. The CPN/BN may contain inter-
national country codes. It is used with an adjunct application.
Calling/Connected Party Number
(CPN) Restriction
Per Line CPN Restriction
Users may block the Calling Party Number when originating calls. For ISDN calls,
the CPN Presentation Indicator is encoded accordingly. For non-ISDN calls,
going to a public network that supports the CPN Restriction feature, the network
specific Feature Activation Code gets passed to the network for interpretation
and activation.
If Per Line CPN Restriction is administered for a station, it will override any ISDN
Trunk Group administration for sending Calling Party Number.
Per Call CPN Restriction
Users may indicate Calling Number privacy information. For ISDN calls, the CPN
Presentation Indicator is encoded accordingly. For non-ISDN calls going to a
public network that supports the CPN Restriction feature, the network specific
Feature Activation Code gets passed to the network for interpretation and activa-
tion of the desired feature.
If Per Call CPN Restriction is activated for an outgoing call, it will override any Per
Line CPN Restriction administration for the calling station, and will override any
ISDN Trunk Group administration for sending Calling Number.
CallVisor Adjunct-Switch
Application Interface (ASAI)
Links DEFINITY ECS and adjunct applications. The interface allows adjunct
applications to access DEFINITY ECS features and supply routing information to
the system. CallVisor ASAI improves ACD agents’ call handling efficiency by
allowing an adjunct to monitor, initiate, control, and terminate calls on the switch.
The CallVisor ASAI interface may be used for Inbound Call Management, Out-
bound Call Management, and office automation/messaging applications. It uses
two transport types: ISDN-BRI transport (CallVisor ASAI-BRI) and LAN Gateway
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Features
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 (DAA) enhances Direct Agent Calling capabilities
for CallVisor Adjunct-Switch Application Interface (ASAI) and Expert Agent
Selection (EAS). It plays an announcement to Direct Agent callers waiting in a
queue.
Expert Agent Selection
Enables certain Expert Agent Selection skill types to be assigned to a call type or
a Vector Directory Number. Routing calls via vectoring then allows the system
administration to direct calls to agents who have the particular agent skills
required to complete the customers’ inquiries successfully.
Flexible Billing
Allows DEFINITY ECS or an adjunct to communicate with the public network
using ISDN PRI messages to change the billing rate for an incoming 900-type
call. Rate-change requests to specify a new billing rate can be made anytime
after a call is answered and before it disconnects.
Flexible Billing is available in the U.S. for use with AT&T MultiQuest® 900
Vari-A-BillTM Service. Flexible billing requires a CallVisor Adjunct-Switch
Application Interface and other application software.
Inbound Call Management
Allows you to integrate DEFINITY features with host-application processing and
routing, and automate delivery of caller information to agents’ displays. You can
create a sophisticated system to handle inbound calls for applications such as
telemarketing and claims processing.
In addition, you can automate ACD agent terminal displays and associate them
with new and transferred calls, and assist calls to a supervisor. You can display
incoming call information such as Calling Party Number, Billing Number, and
Dialed Number Identification Service. Or, you can set up the adjunct to retrieve
caller information from a database and display it on a particular agent’s screen,
based on the service dialed.
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Call Center Features
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 redirects calls to an external split or location
using Call Forwarding All Calls. You can have calls redirected from one split to
another conditionally, according to the coverage path’s redirection criteria. For
example, you can define a split’s coverage path to automatically redirect incom-
ing ACD calls to another split when a terminal is busy or unanswered.
Look-Ahead Interflow
Balances the load of ACD calls across multiple locations. With Look-Ahead Inter-
flow, you can optionally route a call to a backup location based on your system’s
ability to handle the call within parameters defined in a vector. In turn, the backup
system can accept or deny the call also based on defined parameters.
Malicious Call Trace
Allows you to trace malicious calls. You define a group of terminal users who can
notify others in the group when they receive a malicious call. These users can
then retrieve information related to the call. Using this information, you can iden-
tify the malicious call source or provide information to personnel at an adjacent
system to complete the trace. It also allows you to record the malicious call.
Multiple Call Handling
Allows agents to receive an ACD call while other types of calls are alerting,
active, or on hold.
Queue Status Indications
Allows you to assign queue-status indicators for Automatic Call Distribution calls
based on the number of calls queued and time in queue. You can assign these
indications to lamps on agent, supervisor, or attendant terminals or consoles to
help monitor queue activity. In addition, you can define auxiliary queue warning
lamps to track queue status. On display telephones, you can display the number
of calls queued and time in queue of a split’s oldest call.
Reason Codes
Allows agents to enter a numeric code that describes their reason for entering
Auxiliary (AUX) work mode or for logging out of the system. Reason codes give
call center managers detailed information about how agents spend their time.
You can use this data to develop more precise staffing forecasting models or use
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Features
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 call or Direct Agent Call after an adminis-
tered number of rings. This prevents an unanswered call from ringing indefinitely.
The call can redirect either to the split or skill to be answered by another agent or
to a vector directory number (VDN) for alternative call handling. Direct Agent
Calls route to the agent’s coverage path, or to a VDN if no coverage path is
administered. You must have ACD enabled to use this feature.
Service Observing
Allows a specified user, such as a supervisor, to observe or monitor another
user’s calls. A vector directory number call can also be observed. Observers can
observe in listen-only or listen-and-talk mode. You set up Service Observing to
observe a particular extension, not all calls to all extensions at a terminal.
NOTE:
Service Observing may be subject to federal, state, or local laws, rules, or
regulations or require the consent of one or both of the call parties.
Familiarize yourself and comply with all applicable laws, rules, and
regulations before using this feature.
VDN in a Coverage Path
VDN in a Coverage Path enhances Call Coverage and Call Vectoring to allow you
to assign vector directory numbers (VDNs) as the last point in coverage paths.
Calls that go to coverage can be processed by vectoring/prompting to extend
Call Coverage treatments.
VDN of Origin Announcement
VDN of Origin Announcement provides agents with a short message about a
caller’s city of origin or requested service based on the VDN used to process the
call. VOA messages help agents respond appropriately to callers. For example, if
you have two 800 numbers, one for placing orders and one for technical support,
you can administer two VDNs to route calls to the same set of agents. When an
incoming call is routed to a VDN with a VOA assigned (for example, “new order”
or “tech help”), the VDN routes the call to a vector, which can place the call in an
agent queue. When an agent answers the call, he or she hears the VOA message
and can respond appropriately to the caller’s request.
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Hospitality Features
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 a variety of advantages.
For example, while a call is queued, a caller can listen to product information via
an audiotext application or can complete an interactive voice-response transac-
tion. It may be possible to resolve the caller’s questions while the call is queued,
which helps reduce queuing time for other callers during peak times.
VuStats
VuStats presents Basic Call Management System (BCMS) statistics on telephone
displays. Agents, supervisors, call center managers, and other users can press a
button and view statistics for agents, splits or skills, VDNs, and trunk groups.
These statistics can help agents monitor their own performance or respond
appropriately to the caller’s request.
Hospitality Features
The following features are designed for use in the hospitality industry. Other fea-
tures listed elsewhere may be of use in this industry, however. The Attendant Cri-
appendix, is primarily used in lodging establishments. That feature is listed as a
basic feature because it is available on any system that has the appropriate
attendant console.
Attendant Room Status
Allows an attendant to see whether a room is vacant or occupied and what the
housekeeping status of each room is. This feature is only available when you
have Enhanced Hospitality enabled for your system. This feature combines the
property management capabilities of Check-In/Check-Out and Housekeeping
Status but does not require that you have a Property Management System.
Automatic Wakeup
Allows attendants, front desk users, and guests to request that a wakeup call be
placed automatically to a certain extension number at a later time. When a
wakeup call is placed and answered, the system can provide a recorded
announcement (which can be a speech synthesis announcement), music, or sim-
ply silence. With the Integrated Announcement feature, multiple announcements
enables international guests to use wakeup announcements in a variety of lan-
guages.
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Features
Do Not Disturb
Allows guests, attendants, and authorized front desk users to request that no
calls, other than priority calls, be connected to a particular extension until a spec-
ified time.
Dual Wakeup
This capability is part of the Automatic Wakeup Hospitality Hotel/Motel feature. Dual
Wakeup allows each extension to request two wakeup calls within one 24-hour period.
Room Activated Wakeup With Tones
This capability is part of the Automatic Wakeup Hospitality Hotel/Motel feature. Room
Activated Wakeup With Tones allows guests to schedule wakeup calls via tones that
prompt for the time they want to receive the wakeup call.
Hospitality Services
A system with Hospitality enabled and Hospitality Parameter Reduction disabled
provides all system capabilities and supports all types of customers. A system
with both Hospitality and Hospitality Parameter Reduction enabled provides
reduced system parameters that have a major impact on essential system fea-
tures used by nonlodging customers. The Hospitality features set (Auto Wakeup,
Do Not Disturb, Property Management System) is the same on both packages.
Names Registration
Automatically sends a guest’s name and room extension from the Property Man-
agement System to the system at check-in, and automatically removes this infor-
mation at check-out. The information may be displayed on any attendant console
or display-equipped telephone at various hotel locations (for example, Room Ser-
vice, or Security).
Property Management System Interface
Provides a communications link between the system and a Property Manage-
ment System. The Property Management System allows a customer to control
features used in both a hospital-type and a hotel/motel-type environment. The
communications link allows the Property Management System to interrogate the
system and allows information to be passed between the system and the Prop-
erty Management System.
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Multimedia Features
Property Management System (PMS) Digit to
Insert/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 digit of the extension in messages. The feature is useful for a hotel
that has multiple extensions sharing an extra leading digit in front of the room number.
The leading digit is automatically inserted when the message goes to the PBX.
NOTE:
The PMS interface supports 3-, 4-, or 5-digit extensions, but prefixed
extensions do not send the entire number across the interface. Only the
assigned extension number is sent. Therefore, you should not use prefixed
extensions for numbers that are also going to use the Digit to Insert/Delete
function.
Single-Digit Dialing and Mixed Station
Numbering
Allows hotel staff and guests easy access to internal hotel/motel services and
provides the capability to associate room numbers with guest room telephones.
The feature provides the following dial plan types: single-digit dialing, prefixed
extensions, and mixed numbering.
Multimedia Features
DEFINITY ECS inherently handles high-volume multimedia transmissions effi-
ciently and will continue to add multimedia features to improve on its multimedia
capabilities.
Multimedia calls are initiated with voice and video only. Once a call is
established, one of the parties may initiate an associated data conference to
include all of the parties on the call who are capable of supporting data. The data
conference is controlled by an adjunct device called an Expansion Services
Module (ESM).
Multimedia call Early Answer on
vectors and stations
Early Answer is a feature applied to multimedia calls in conjunction with conver-
sion to voice. Early Answer:
■
■
■
Answers the data call
Establishes the multimedia protocol prior to completion of a converted call
Ensures that a voice path to/from the originator is available when the
(voice) call is answered
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Features
For an incoming call, Early Answer answers the dynamic service-link calls when
the destination endpoint answers, unless Early Answer is specified during routing
or termination processing.
NOTE:
The “destination voice endpoint” might be an outgoing voice trunk if the
destination voice station is forwarded or covered off-premises.
Multimedia Call Handling
Multimedia Call Handling allows you to administer a telephone and a multimedia
endpoint as a multimedia complex. Through this multimedia complex, users can
place voice or video calls using a single number. They can conduct video confer-
ences, and they can forward, cover, hold, or park multimedia calls much as they
would standard voice calls.
The multimedia complex handles calls that conform to the H.320 suite of protocol
standards. These standards allow video-conferencing systems from different
vendors to communicate. An H.320 call can contain voice, video and data. The
capabilities of individual multimedia-endpoint packages may vary.
Multimedia data conferencing (T.120)
via ESM
The data conference is controlled by an adjunct device called an Expansion
Services Module (ESM). The Expansion Services Module is used to terminate
T.120 protocols [including Generalized Conference Call (GCC), a protocol
standard for data conference control] and provide data conference control and
data distribution. The MultiMedia Interface circuit pack, TN787, is used to rate
adapt T.120 data to/from the ESM.
The ESM represents an existing piece of equipment connected to the switch in a
new way. The ESM itself is built on a MAP40 PC platform, connected to the
DEFINITY switch via a PRI link. The link terminates on a new switch-resident PRI
board (TN 2207), which is modified from a standard PRI board with provisions for
cable interconnection to a switch-resident TN787 MMI board. The MMI operates
in the “ESM mode”, and serves to rate-adapt the T.120 data stream from a
service link to the full bandwidth of a PRI B-channel. The cable carries the
adapted data stream over to the PRI link, which carries the information out to the
ESM proper.
The ESM is connected to the switch via an E1/T1 PRI link “front-ended” by an
MMI operating in a special ESM interface mode. The ESM MMI provides rate
adaption between the data subchannel of each endpoint’s H.221 protocol stream
and a PRI B-channel to the ESM.
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Private Networking Features
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 mode complexes operate with
soft-mode service links since the use of hard-mode service links reduces capac-
ities. G3si limits are 1/3 to 1/2 of the G3r limits, depending on memory limitations
and port network limitations.
Call Detail Recording (CDR)
The service-link architecture provides for conversion between one or more data
calls and a multimedia or voice-only call. For calls originating from a data end-
point or trunk, the service-link calls terminate on a meet-me user representing the
actual voice or multimedia user to whom the call is routed. For calls originating
from a voice or multimedia user, the service link calls are originated from a
meet-me user representing the originator. On the multimedia or voice-only side,
the data endpoint or trunk is represented by a “multimedia” user.
CDR for Service-Link Calls
Separate CDR records are generated for each data call comprising a service
link.
Private Networking Features
The great expandability of DEFINITY ECS makes it a logical choice for setting up
private networks. Consequently, the system includes many private networking
features.
Centralized Attendant Service
Enables attendant services in a private network to be concentrated at a central
location. Each branch in a Centralized Attendant Service has its own listed direc-
tory number or other type of access from the public network. Incoming calls to
the branch, as well as calls made by users directly to the attendants, are routed
to the centralized attendants over release link trunks.
Distributed Communications System
Distributed Communications System (DCS) allows you to configure 2 or more
switches as if they were a single, large DEFINITY ECS. DCS provides attendant
and voice-terminal features between these switch locations. DCS simplifies dial-
ing procedures and allows transparent use of some of the DEFINITY ECS fea-
tures. (Feature transparency means that features are available to all users on
DCS regardless of the switch location.)
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Features
DCS Alphanumeric Display for Terminals
Within a distributed communication system, call information is displayed on
users’ alphanumeric displays. This feature allows calling-name display,
called-name display, and miscellaneous identifiers to be transferred from a tele-
phone on one node to a telephone on another node. This gives the user consid-
erable call handling capabilities when calls are made to and from other
distributed communication system nodes.
DCS Attendant Control of Trunk Group Access
Allows an attendant at any node in the distributed communication system to take
control of any outgoing trunk group at an adjacent node. This is helpful when an
attendant wants to prevent telephone users from calling out on a specific trunk
group for any number of reasons, such as reserving a trunk group for incoming
calls or for a very important outgoing call.
DCS Attendant Display
Provides attendants with some transparency when displaying call-related infor-
mation for calls made to or from both local and remote distributed communica-
tion system nodes.
DCS Automatic Callback
Allows a user at one node to make an automatic callback call to a user at another
node in the DCS.
DCS Automatic Circuit Assurance
Allows a user or attendant at one node to activate or deactivate Automatic Circuit
Assurance referral calls for the entire DCS network. This transparency allows the
referral calls to originate at a node other than the node that detects the problem.
DCS Busy Verification of Terminals and Trunks
Allows attendants and multi-appearance telephone users to make test calls to
telephones and trunk groups that are located at other nodes within the distrib-
uted communication system.
DCS Call Coverage
Provides the DCS messaging required for calls to be covered on remote systems
when there is a DCS signaling link (BX.25 or ISDN-PRI) for the trunk groups. Calls
to an extension on one system are covered by extensions on remote systems that
are administered as coverage points.
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Private Networking Features
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 call is forwarded between
extensions on the same node, the Call Forwarding coverage path is used. If the
nodes are different, the DCS Call Forwarding coverage path is used.
DCS Call Waiting
DCS Call Waiting allows calls from one node to busy single-line telephones at
another node to wait until the called party is available to accept the call. With
DCS Call Waiting, a single-line voice terminal user, by knowing a call is waiting,
can quickly process calls from locations within the DCS. DCS Call Waiting works
the same way as normal Call Waiting.
DCS Distinctive Ringing
Rings or activates alerting on your telephone in such a way that you are aware of
the type of incoming call before answering it. This feature operates in a distrib-
uted communication system environment the same as it does within a single sys-
tem.
By default, internal calls are identified by a 1-burst ringing pattern, external calls
by a 2-burst ringing pattern, and priority calls by a 3-burst ringing pattern. You
can administer these patterns, however.
DCS Leave Word Calling
Enables users to leave preprogrammed “call me” messages at other terminals
within the DCS network. Messages can be left by calling, called, or covering
users.
DCS Multiappearance Conference/ Transfer
Provides transparency of transferring and conferencing within a distributed com-
munication system network. This feature allows a user to transfer a call within the
distributed communication system as he or she would within the system. Confer-
ence Calls can be placed and calls can be transferred to users within the distrib-
uted communication system by dialing the Uniform Dial Plan extension number.
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Features
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 commu-
nications, and the ISDN-PRI D-channel is used to transport DCS control informa-
tion.
DCS Trunk Group Busy/Warning Indication
Provides attendants with a visual indication that the number of busy trunks in a
remote group has reached an administered level. A visual indication is also pro-
vided when all trunks in a trunk group are busy.
DCS With Reroute
A sophisticated DCS rerouting capability for optimizing trunks. When you transfer
out of your AUDIX voice messaging system, for example, DEFINITY ECS sets up
a new path that optimizes system resources. Similar to the rerouting capabilities
used with Q-SIG.
Enhanced DCS
Enhanced DCS adds features to the existing DCS capabilities. Additional fea-
tures include:
■
Exchanging information to provide class of restriction (COR) checking
between switches in the EDCS network
■
■
■
Providing call-progress information for the attendant
Allowing attendant intrusion between a main and a satellite
Allowing a main PBX to provide DID/CO intercept treatment rather than the
satellite PBX
Extended Trunk Access
Used with Uniform Dial Plan, allows DEFINITY ECS to send any unrecognized
number (such as an extension not administered locally) to another system for
analysis and routing. Such unrecognized numbers can be Facility Access
Codes, Trunk Access Codes, or extensions that are not in the Uniform Dial Plan
table. Non-Uniform Dial Plan numbers are administered on either the First Digit
Table (on the Dial Plan Record form) or the Second Digit Table. They also are not
administered on the Extended Trunk Access Call Screening Table. Extended
Trunk Access helps you make full use of automatic routing and Uniform Dial Plan.
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Private Networking Features
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 defined subnetwork. This feature is used
in conjunction with Automatic Alternate Routing and Uniform Dial Plan.
Inter-PBX Attendant Calls
Allows attendants for multiple branches to be concentrated at a main location.
Incoming trunk calls to the branch, as well as attendant-seeking voice-terminal
calls, route over tie trunks to the main location.
Node Number Routing
Allows you to specify the route pattern associated with each node in a private
network. It is a required capability for Extension Number Portability and is used in
conjunction with Automatic Route Selection, AAR and ARS Partitioning, Private
Networking, and Uniform Dial Plan. Uniform Dial Plan extensions can be routed
to a specified node using its associated pattern. Node Number Routing allows a
Uniform Dial Plan route pattern based on node numbers or on location codes. On
the AAR and ARS Digit Analysis Tables, you also can specify a Node Number
instead of a Route Pattern.
Private Network Access
Allows calls to other systems in a private network. These calls do not use the
public network. They are routed over your dedicated facilities.
QSIG
QSIG provides compliance to the International Organization for Standardization
(ISO) ISDN-PRI private-networking specifications. QSIG is defined by ISO as the
worldwide standard for private networks.
QSIG is the generic name for a family of signaling protocols. The Q-reference
point or interface is the logical point where signaling is passed between 2 peer
entities in a private network. QSIG signaling can provide feature transparency in
a single-vendor or multi-vendor environment.
QSIG provides call-related supplementary services. These are services that go
beyond voice or data connectivity and number transport and display. Examples
of supplementary services include Name Identification, Call Forwarding
(Diversion), and Call Transfer.
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Features
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
■
Supplementary Services with Rerouting — Supports Call Forwarding
(Diversion) with Reroute and Call Transfer with Path Replacement
QSIG Call Forwarding (Diversion)
QSIG Call Forwarding (Diversion) is based on the DEFINITY ECS Call Forwarding
feature. It extends the feature transparency aspects of Call Forwarding over a
QSIG trunk:
■
If QSIG Call Forwarding is activated, all calls are diverted immediately.
■
If QSIG Call Forwarding with busy/don’t answer is activated and a station
is busy, a call is diverted immediately.
■
If QSIG Call Forwarding with busy/don’t answer is activated and a station
is idle but the call is not answered, a call is diverted after a specified
number of rings.
These features are activated either by dialing a feature access code or by
these features.
This feature applies to all QSIG Call Forwarding features. A forwarded call can be
rerouted in a private network to find a more cost-effective or resource-efficient
path.
QSIG Call Forwarding (Diversion) provides additional call information to both the
caller and the diverted-to station above what is provided if the call is forwarded
over a trunk that is not administered for QSIG Supplementary Service Protocol b.
QSIG Call Offer
This feature, on request from the calling-user (or on that user’s behalf), enables a
call to:
■
Be offered to a busy called-user
■
Wait for a busy called-user to accept the call when the necessary
resources have become available.
QSIG Call Transfer
QSIG Call Transfer is based on the current DEFINITY ECS Transfer and
Trunk-to-Trunk Transfer features. QSIG Transfer signaling occurs as long as one
of the calls involves a QSIG trunk between the two switches. QSIG Transfer con-
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Private Networking Features
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 dropped
from the call.
When you use this feature, you see no difference between QSIG Call Transfer
and the standard DEFINITY ECS Transfer or Trunk-to-Trunk Transfer features.
QSIG Call Transfer differs from the standard DEFINITY ECS Transfer feature in
that additional call information is available for the connected parties after the
transfer completes. However, the information is only sent for QSIG trunks. If one
call is local to the transferring switch, that user receives the name of the party at
the far end.
QSIG Manufacturers Specific
Information (MSI)
QSIG handles non-standardized information that is specific to a particular PBX or
network. This information is known as Manufacturer Specific Information (MSI). A
manufacturer can define manufacturer-specific supplementary services opera-
tions after it has:
■
Applied to a sponsoring and issuing organization (ECMA in this case)
ECMA: European Computer Manufacturers Association
■
Been assigned an organization identifier. This organization identifier is
used as the root of the manufacturer-specific service-operation value.
All MSI operation values should be unique to that manufacturer.
In R6, a new information-transport interface allows applications to hand-off
information for transport across QSIG networks via Manufacturer Specific
Information. It is highly likely that more than two applications will need to send
information at the same time. Therefore, the limit has been increased to 4 for R6.
Manufacturer-specific supplementary services can be created using specific
operations encoded with the manufacturer’s identifier. For R6, support has been
added for non-QSIG applications to transport information across QSIG networks
in MSI. Applications now have the same functionality over QSIG networks that
they have over non-QSIG networks. An interface provides application-specific
processing of the operations received. The default platform treatment is to store
the information.
QSIG Name and Number Identification
Allows a switch to send and receive the calling number, calling name, connected
number, and connected name. Additional parameters that control the display of
the connected name and number are administered on the Feature-Related Sys-
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Features
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 Name or Busy Name displays on the calling party’s display as
soon as the ALERTING or DISCONNECT message has been received, as long as
the System Version is set to R6 or later configurations.
QSIG Path Replacement
DEFINITY ECS provides QSIG Additional Network Feature Path Replacement as
defined in ISO/IEC 13863 and 13874. With this feature, a call’s connections
between switches in a private network can be replaced with new connections
while the call is active. This feature is invoked when a call is transferred and
improvements may be made in costs. For example, after a call is transferred, the
two parties on the transferred call can be connected directly and the unneces-
sary trunks are dropped off the call. The routing administered at the endpoints
may allow for a more cost-effective connection.
The best route is selected based on the preference assigned to routes in the
Route Pattern form. Class of Restriction is adhered to in routing calls. This feature
is not invoked on data calls because there is a period of time when information
can be lost.
QSIG Path Retention
Path Retention maintains the signaling connection and permits the caller to
invoke supplementary services. The network connection can be retained for
more than one supplementary service if Path Retention has been invoked for that
service.
Transit Counter
DEFINITY ECS provides QSIG Transit Counter as defined in ISO/IEC 6B032 and
6B033. It prevents indefinite looping, connections giving poor transmission per-
formance, and inefficient use of network resources. This feature is invoked auto-
matically for ISDN-PRI basic calls.
Uniform Dial Plan
Provides a common 4- or 5-digit dial plan that can be shared among a group of
switches. Interswitch dialing and intraswitch dialing both require 4- or 5-digit dial-
ing. This feature is used with an electronic tandem network (ETN); main, satellite,
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Private Networking Features
and tributary switches; and Distributed Communications Systems. In addition, it
can provide uniform 4- or 5-digit dialing between 2 or more private-switching sys-
tems without ETN, main, satellite, and tributary switches, or DCS.
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Features
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 for data-transmission
protocols. E1 trunk service is bit-oriented signaling that multiplexes 32 channels
into a single 2.048-Mbps stream. Both DS1 and E1 provide a digital interface for
trunk groups.
Digital Multiplexed Interface
Supports two signaling techniques: bit-oriented signaling and message-oriented
signaling for direct connection to host computers.
ISDN — General
Gives you access to a variety of public and private network services and facili-
ties. The ISDN standard consists of layers 1, 2, and 3 of the Open System Inter-
connect (OSI) model. DEFINITY ECS can be connected to an ISDN using
standard frame formats: Basic Rate Interface (BRI) and the Primary Rate Inter-
face (PRI).
An ISDN provides end-to-end digital connectivity and uses a high-speed
interface which provides service-independent access to switched services.
Through internationally accepted standard interfaces, an ISDN provides circuit or
packet-switched connectivity within a network and can link to other ISDN
supported interfaces to provide national and international digital connectivity.
R6 BRI Trunk Enhancements
Adds support for public-network access outside the U.S. on point-to-midpoint
connections, with the restriction that DEFINITY ECS must not be configured in a
passive bus arrangement with other BRI endpoints. It will also support the use of
ISDN-BRI trunks as inter-PBX tie lines using the QSIG peer protocol.
BRI: Basic Rate Interface. This standard ISDN interface consists of two 64 Kbps
B-channels and one 16 Kbps D-channel.
ISDN: Integrated Services Digital Network.
NT Interface on TN556C
Support for the NT (network) side of the T interface has been added in R6 using
the TN556C circuit pack, which DEFINITY R5 uses only for voice and data end-
points. This gives R6 full tie trunk capability using BRI trunks. R6 supports leased
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Trunk Group Features
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 of the QSIG Peer Protocol has been added.
Full ETSI Functionality
The full set of ETSI public-network and private-network ISDN features is officially
supported. This includes Lookahead Interflow, Lookahead Routing, and Usage
Allocation (including the R5 enhancements). It also includes all QSIG supple-
mentary services supported through Release 6:
■
■
■
■
Name Identification
Call Diversion (including rerouting)
Call Transfer
Path Replacement.
It does not include
■
■
■
■
DCS
Non-Facility Associated Signaling
D-Channel Backup,
Wideband Signaling.
Automatic TEI
The user side will support automatic TEI assignment by the network. Both fixed
and automatic TEI assignment will be supported on the network side.
TEI: Termination Endpoint Identifier (part of ISDN terminology).
Layer 1 Deactivation
Layer 1 Stable — Tells call processing and maintenance software whether to
expect the network to drop Layer 1 when the BRI port is idle. When acting as the
TE side, R6 supports the case where the network deactivates Layer 1 when both
B-channels of a BRI port are idle. When acting as the NT side, R6 deactivates
Layer 1 only when the BRI port is busied out.
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Features
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 Service Selection
Enables a single ISDN-PRI trunk group to carry calls to a variety of services,
rather than requiring each trunk group to be dedicated to a specific service. It
allows you to set up various voice and data services and features for a particular
call.
CAMA - E911 Trunk Group
This form administers the Centralized Automatic Message Accounting (CAMA)
trunks and provides Caller’s Emergency Service Identification (CESID) informa-
tion to the local community’s Enhanced 911 system through the local Central
Office.
Facility and Non-Facility Associated Signaling
Allows an ISDN-PRI DS1/E1 interface D-channel to carry signaling information for
B-channels (voice or data). D-Channel Backup can also be administered to
increase system reliability.
Wideband Switching
Provides the ability to dedicate 2 or more ISDN B-channels or DSO endpoints for
applications that require large bandwidth. Certain applications, such as video
conferencing and high-speed data transmission, require extra bandwidth and it
becomes necessary to put several ISDN-PRI narrowband channels into one
wideband channel to accommodate the needs of these applications. This feature
supports both European and North American standards.
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System Capacity Limits
B
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 specify an Offer Category. Currently there are two categories: A
and B. The Offer Categories are administered by Lucent Technologies personnel
or authorized distributors depending on the offer that is purchased.
The Offer Category specifies the system capabilities in the following areas:
■
■
■
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System Capacity Limits
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 Links
ASAI Interface
CAS Main
Coverage Of Calls Redirected Off-net
DCS (Basic)
DCS Call Coverage
DCS with Rerouting
Extend Cover/Forward Administration
Flexible Billing
Hospitality Parameter Reduction
Multimedia Application Server Interface
(MASI)
Multimedia Call Handling (MMCH)
PNC Duplication
Tenant Partitioning
Wideband Switching
BCMS/VuStats Login IDs
BCMS/VuStats Service Level
Expert Agent Selection (EAS)
EAS-PHD
DTMF Feedback Signals For VRU
Call Work Codes
Forced ACD Calls
Look Ahead Interflow
Multiple Call Handling (Forced)
PASTE (Display PBX Data on Phone)
Reason Codes
Service Observing (Remote by FAC)
Service Observing (VDNs)
Timed ACW
Vectoring (G3V4 enhanced)
Vectoring (G3V4 advanced Routing)
Vectoring (ANI/II-Digit Routing)
Vectoring (CINFO)
VDN of Origin Announcements
VDN Return Destination
VuStats
VuStats (G3V4 enhanced)
Supplementary Services with Rerouting
Continued on next page
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System Capacity Limits
Table B-1. Offer Category A vs. B — Continued
Offer Category
A
B
Features (these
features cannot be
turned off via
customer options
form)
The Following
Features not allowed: Main/Satellite
Extension Number Portability
Remote
Access/Barrier Code
Modem Pooling
Capacities
Standard R6
Modified R6 (to Category B capacities)
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, compact
modular cabinets, single-carrier cabinets, and multi-carrier cabinet systems in category A
and category B.
Terminal and digital station capacities are reduced by such administered items as:
attendant consoles, number of EAS login IDs, and number of ACD agents.
NOTE:
Not all maximum capacities listed in Table B-2 can be reached simultaneously with
system button limitations.
Table B-2. Maximum System Parameters (Category A/B)
Release 6
R6vs
R6csi
R6si
R6r
ITEM
(16 MB)
(16 MB)
(16 MB)
Abbreviated Dialing (AD)
AD lists per system
AD list entry size
2400
24
2400
24
2400
24
5000
24
AD entries per system
Auto dialing button
Entries per system1
Enhanced list (system list)
12,000
12,000
12,000
100,000
Note 1
1
Note 1
1
Note 1
1
Note 1
1
Continued on next page
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System Capacity Limits
Table B-2. Maximum System Parameters (Category A/B) — Continued
Release 6
R6vs
R6csi
R6si
R6r
ITEM
(16 MB)
(16 MB)
(16 MB)
Maximum entries
10,000/
10,000
10,000
10,000
Group lists
100
100
3
100
100
3
100
100
3
1000
100
3
Maximum entries
Group lists per extension
System list
Maximum entries
1
1
1
1
100
2400
100
3
100
2400
100
3
100
2400
100
3
100
5000
100
3
Personal lists
Maximum entries
Personal lists per extension
Applications Adjuncts
CallVisor ASAI adjuncts2
Asynchronous links (RS-232)3
CDR output devices
8/NA
5
8/NA
5
8/NA
5
8/NA
10
2
2
2
2
Journal system printer
Property management systems
BX.25 physical links4
2:1
1
2:1
1
2:1
1
2:1
1
4
NA
NA
8
16
7
Application processors
Voice processing adjuncts
Traditional AUDIX
1/NA
1/NA
1
1
1
NA
1
1
1
1
8
1
1
DEFINITY AUDIX DCP emulation
DEFINITY AUDIX control link
INTUITY AUDIX
NA
INTUITY AUDIX (Via mode code)
INTUITY AUDIX (Via BX.25)
INTUITY AUDIX (MAPD)
Mode code voice mail systems
Other adjuncts
1
1
1
1
1
1
1
1
1
1
8
1
1
NA
1
1
CMS adjuncts
1/NA
NA
64
NA
NA
NA
NA
1/NA
NA
64
1
ICM adjuncts (ISDN gateway)
BX.25 processor channels
Hop channels
NA
128
128
64
64
Automatic Call Distribution (ACD)
Announcements per split
2
2
2
2
Continued on next page
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System Capacity Limits
Table B-2. Maximum System Parameters (Category A/B) — Continued
Release 6
R6vs
R6csi
R6si
R6r
ITEM
Announcements per system
(16 MB)
(16 MB)
(16 MB)
128
99
128
99
128
99
256
600
999
Splits
ACD members per split
Split members per system
200
200
200
1000/
150
1000/
150
1000/
150
10,000/15
0
Logged-In ACD agents
500/
150
500/
150
500/
150
5,200/
150
Logged-In splits per agent5
No CMS
4
46
4
4
R2 CMS
3/NA
3/NA
4/NA
4/NA
4/NA
200
NA6/NA
NA6/NA
NA6/NA
NA6/NA
NA6/NA
200
3/NA
3/NA
4/NA
4/NA
4/NA
200
3/NA
3/NA
4/NA
4/NA
4/NA
999
R3 CMS
R3V2 CMS
R3V4 CMS7
R3V5 CMS
Queue slots per group
Queue slots per system
1500
1500
1500
15,000
ARS/AAR8
AAR/ARS patterns (shared)
ARS/AAR analysis tables
Choices per RHNPA table
Digit conversion entries
AAR/ARS digit conversion
Digits deleted for ARS/AAR
Digits inserted for ARS/AAR
AAR/ARS sub-net trunking
Digits deleted for ARS/AAR9
Digits inserted for ARS/AAR
Entries in each RHNPA table
FRLs
254
2000
12
254
2000
12
254
2000
12
640
2000
12
400
400
400
400
28
18
28
18
28
18
28
18
28
28
28
28
36
36
36
36
1000
8
1000
8
1000
8
1000
8
Inserted digit strings10
1200
1200
1200
3000
Patterns for measurement
Shared patterns for measurement 20
20
32
8
20
32
8
25
32
8
RHNPA tables
Routing plans
32
8
Continued on next page
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System Capacity Limits
Table B-2. Maximum System Parameters (Category A/B) — Continued
Release 6
R6vs
R6csi
R6si
R6r
ITEM
ARS toll tables
(16 MB)
(16 MB)
(16 MB)
32
32
32
32
Entries per toll table
Trunk groups in ARS/AAR pattern
UDP (entries)
800
6
800
6
800
6
800
16
10000
8
10000
8
10,000
8
50,000
8
TOD charts
Toll analysis table entries
Attendant Service
1000
1000
1000
1000
Attendant consoles (day:night)11
6:1
20
15:1
20
15:1
20
27:1
20
Attendant console 100s groups per
attendant
Attendant control restriction groups
Centralized attendant service
Release link trunks at branch
96
96
96
96
99/NA
1/NA
99/NA
1/NA
99/NA
1/NA
255/NA
1/NA
Release link trunk groups at
branch
Release link trunks at main
400/
NA
400/
NA
400/
NA
4000/
NA
Release link trunk groups at
main12
99/NA
99/NA
99/NA
666/NA
Other access queues
Maximum number of queues
Maximum number of queue slots13 80
12
12
80
2-75
5
12
80
2-75
5
12
80
2-75
5
Size range of reserved queue
Reserved queue default size
Queue length
2-75
5
80
6
80
6
80
6
300
6
Switched loops per console
Authorization
Authorization codes
5000
7
5000
7
5000
7
90,000
7
Station security code length
Classes of restriction
Classes of service
96
96
96
96
16
16
16
16
Length of authorization code
Length of barrier code
Length of account codes
Restricted call list
4-7/NA
4-7/NA
1-15
1
4-7/NA
4-7/NA
1-15
1
4-7/NA
4-7/NA
1-15
1
4-7/NA
4-7/NA
1-15
1
Continued on next page
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System Capacity Limits
Table B-2. Maximum System Parameters (Category A/B) — Continued
Release 6
R6vs
R6csi
R6si
R6r
ITEM
Remote access barrier codes
(16 MB)
(16 MB)
(16 MB)
10/NA
1
10/NA
1
10/NA
1
10/NA
1
CDR account code list
Toll call list
1
1
1
1
Unrestricted/allowed call lists
Total call list entries
10
10
10
10
1000
240
1000
240
1000
240
1000
1500
Automatic Callback Calls
Automatic Wakeup
Simultaneous display requests
Wakeup requests per system
Wakeup request per extension
10
10
10
30
2400
1/NA
450
2400
1/NA
450
2400
1/NA
450
15,000
1/NA
950
Wakeup requests per 15-minute
interval
Basic CMS (BCMS)
Measured agents or Login IDs
400/20
400/20
400/20
2,000/
20
Measured agents per split
Measured splits
200/20
99/5
32
200/20
99/5
32
200/20
99/5
32
999/20
600/5
32
Measured trunk groups
Measured VDNs
99/4
99/4
99/4
512/8
Maximum agents displayed by monitor
BCMS split command14
100
3
100
3
100
3
100
4
Maximum BCMX terminals
Maximum active maintenance
commands for the system
1
1
1
1
1
1
5
3
Maximum simultaneous BCMS terminals
in monitor mode15
Reporting periods
Intervals
25
7
25
7
25
7
25
7
Days
Cabinets
Expansion port network (EPN)
Multicarrier cabinet16
Single-carrier cabinet16
Small (upgrades only)17
NA
NA
NA
NA
NA
NA
2
8
2
43
164
41
Continued on next page
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System Capacity Limits
Table B-2. Maximum System Parameters (Category A/B) — Continued
Release 6
R6vs
R6csi
R6si
R6r
ITEM
Inter-port network connectivity
(16 MB)
(16 MB)
(16 MB)
Port networks
1
1
1
1
3
1
44
2
Maximum number of PNs per
cabinet
Switch nodes (Simplex)
Switch nodes (Duplex)
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
3
6
DS1 converter complex (simplex) NA
DS1 converter complex (duplex) NA
Processor port network
41
82
Multicarrier cabinet18
NA
NA
1
NA
NA
NA
4
1
1
Single-carrier cabinet
4
NA
NA
NA
Compact Single-Carrier Cabinet
Compact Modular Cabinet
NA
NA
NA
Call Appearances
Bridged images per appearance19
Call appearances per station20
Maximum appearances per
26
54
10
26
54
10
26
54
10
26
54
10
extension
Minimum appearances per extension 0
0
0
0
Total bridged appearances
2400
2400
5
2400
5
25,000
5
Maximum simultaneous off-hook per
5
call21
Call Coverage
Coverage answer groups (CAG)
200
999
100
200
999
100
200
999
100
750
Coverage paths
9999
100
Coverage paths including in call
coverage report
Coverage path per station
Coverage points in a path
Remote coverage points
4
4
4
4
6/3
6/3
999
3500
6/3
999
3500
6/3
999
999
Maximum users per coverage path22 3500
36,065/35
00
Members per coverage answer
group
8
8
8
8
Time of day coverage tables
999
999
999
999
Continued on next page
B-8 Issue 5 January 1998
555-230-024
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System Capacity Limits
Table B-2. Maximum System Parameters (Category A/B) — Continued
Release 6
R6vs
R6csi
R6si
R6r
ITEM
Time of day changes per table
Remote administration Coverage
paths
Call Detail Recording
Intra-switch call trackable extensions 1000
(16 MB)
(16 MB)
(16 MB)
5
5
5
5
2/NA
2/NA
2/NA
2/NA
1000
300
1000
300
5000
1900
Maximum number of CDR records
buffered in switch
300
Number of records buffered for the
primary output device to cause
secondary device to be busied out for 2
minutes
200
200
200
1800
Call Forwarding
Call forwarded digits (off-net)
Call forwarded numbers
Call Park
16
16
16
16
2400
2400
2400
25,000
Attendant group common shared
extension numbers per system23
80
80
80
80
Number of Parked Calls
Call Pickup Groups
723
723
723
10,604
Call pickup members per group
Call pickup members per system
Number of groups
50
50
50
50
2400
800
2400
800
2400
800
25,000
5000
Call Vectoring
Maximum skills a call can
simultaneously queue to
3
3
3
3
Priority levels
4
4
4
4
Recorded announcements/analog
sources for vector delay
128
128
128
256
Steps per vector
32
32
32
32
Vector directory numbers
CMS measured VDNs24
Vectors per system
512/4
512/NA
256/4
16
512/4
512/NA
256/4
16
512/4
512/NA
256/4
16
20,000/8
2000/NA
512/8
16
Number of collected digits for call
prompting or CINFO
Number of dial-ahead digits for call
prompting
24
24
24
24
Continued on next page
555-230-024
Issue 5 January 1998 B-9
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System Capacity Limits
Table B-2. Maximum System Parameters (Category A/B) — Continued
Release 6
R6vs
R6csi
R6si
R6r
ITEM
Vector routing tables
(16 MB)
(16 MB)
(16 MB)
10
10
10
100
CallVisor ASAI
Active station control associations
2000/NA
200025
/NA
2000/NA
6000/NA
Call controllers per call
Call monitors per call
1/NA
125/NA
1425/NA
225/NA
4025/NA
1/NA
1/NA
14/NA
2/NA
14/NA
2/NA
14/NA
2/NA
Station controllers per station
Maximum simultaneous call
classifications
40/NA
40/NA
400/NA
Number of CallVisor ASAI links (open 8/NA
& proprietary)
Notification requests (monitors)
825/NA
8/NA
8/NA
300/
NA
30025/NA 300/NA
30025/NA 300/NA
12725/NA 127/NA
10025/NA 100/NA
10,000/
NA
Simultaneous active call controlled
calls
Switch to adjunct associations
(routing)
Number of open multiquest billing
requests
Maximum calls with send DTMF
active
Selected listen - disconnect paths
300/
NA
3000/NA
127/NA
1000/NA
32/NA
127/
NA
100/NA
16/NA
75/NA
1625/NA
16/NA
7525/NA
NA/NA
75/NA
4/NA
300/NA
4/NA
LAN gateway circuit pack maximum 4/NA
links
Conference Parties
Simultaneous 3-way conference
calls26
Simultaneous 6-way conference
calls27
6
6
6
6
483
483
483
7084
240
128
240
128
240
128
3520
128
Data Parameters
Administered connections
Alphanumeric dialing
Maximum entries
200
22
200
22
200
22
1250
22
Characters per entry
PRI endpoints (PE)
25
8
25
50
Access endpoints (number of trunks) 400
400
400
4000
Continued on next page
B-10 Issue 5 January 1998
555-230-024
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System Capacity Limits
Table B-2. Maximum System Parameters (Category A/B) — Continued
Release 6
R6vs
R6csi
R6si
R6r
ITEM
(16 MB)
(16 MB)
(16 MB)
Multimedia Parameters
TN787D MMI boards28
TN788B VC boards28
4/NA
32
425/NA
3225/NA
80025/NA 800/NA
8425/NA
4/NA
4/NA
32/NA
32/NA
Multimedia conferences per system 50/NA
2000/NA
7000/NA
Maximum Number of BRI
Connections
MASI
MASI nodes
50/NA
1000/NA
15/NA
15/NA
96/NA
800
15/NA
15/NA
96/NA
800
15/NA
15/NA
96/NA
800
15/NA
15/NA
120/NA
7500
MASI links
MASI trunk groups
Digital Data Endpoints
Dial Plan
Direct inward dialing listed directory
numbers
8
8
8
20
Expert agent selection (EAS) agent
login IDs29
1500/
NA
1500/
NA
1500/
NA
10,000/
NA
Extensions
3500
10,000
77
3500
10,000
77
3500
10,000
77
36,065
50,000
77
Extension number portability30
Feature dial access codes
Number of digits
1-4
1-4
1-4
1-4
Integrated directory entries31
Maximum extension size
Minimum extension size
Miscellaneous extensions32
Names
2416
5
2416
5
2416
5
25,028
5
1
1
1
1
900
900
900
3317
Number of names33
4215
27
4215
27
4215
27
36,511
27
Number of characters in a name
Non-DID LDNs
50
50
50
666
Prefix extensions
Yes
Yes
Yes
Yes
Trunk dial access codes
Number of access codes
Number of digits
317
1-4
317
1-4
317
1-4
884/317
1-4
Do Not Disturb (DND)
Do not disturb requests per system
Simultaneous display requests
2400
10
2400
10
2400
10
25,000
30
Continued on next page
555-230-024
Issue 5 January 1998 B-11
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System Capacity Limits
Table B-2. Maximum System Parameters (Category A/B) — Continued
Release 6
R6vs
R6csi
R6si
R6r
ITEM
(16 MB)
(16 MB)
(16 MB)
External Device Alarming)
Expert Agent Selection (EAS)
Skill groups
32
32
32
90
99/NA
3/NA
3/NA
99/NA
3/NA
3/NA
99/NA
3/NA
3/NA
600/NA
3/NA
VDN skill preferences
Maximum skills a call can
simultaneously queue to
3/NA
Maximum agent login IDs
administered
1500/
NA
1500
/NA
1500/
NA
10,000/NA
Maximum agent login IDs staffed
500/NA
500/NA
500/NA
5200/NA
Maximum agent/skill pairs
administered
6000/
NA
6000/
NA
6000/
NA
40,000/NA
Maximum agent/skill Pairs staffed
1000/
NA
1000/
NA
1000/
NA
10,000/NA
Maximum skills per agent
No CMS
20/NA
4/NA
206/NA
4/NA6
20/NA
4/NA
20/NA
4/NA
R3V2 CMS
R3V4 CMS
4/NA
NA6/NA
NA6/NA
166/NA
4/NA
4/NA
R3V5 CMS
20/NA
16/NA
20/NA
16/NA
20/NA
16/NA
Maximum skill levels
Maximum agents logged-in
When each has 20 skills assigned 50/NA
When each has 4 skills assigned 250/NA
50/NA
50/NA
500/NA
250/NA
500/NA
250/NA
500/NA
2500/NA
5200/NA
When each has 1 skill assigned
Facility Busy Indicators
500/NA
Buttons per tracked resource
100
100
100
500
Number of indicators (station and
3600
3600
3600
10,000
trunk groups)
Hunt Groups (Non-ACD)
Announcements per group
Announcements per system
Groups
1/2
1/2
1/2
1/2
128
99
128
99
128
99
256
600
Group members per group
Group members per system34
Queue slots per group
Queue slots per system
200
1000
200
1500
200
1000
200
1500
200
1000
200
1500
999
10,000
999
15,000
Continued on next page
B-12 Issue 5 January 1998
555-230-024
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System Capacity Limits
Table B-2. Maximum System Parameters (Category A/B) — Continued
Release 6
R6vs
R6csi
R6si
R6r
ITEM
(16 MB)
(16 MB)
(16 MB)
Intercom Translation Table (ICOM)
Automatic/manual and dial
ICOM groups per system
Auto/manual
32
32
32
32
32
32
32
32
32
256
256
256
Dial
Members per ICOM group
Auto
32
32
32
32
Dial
32
32
32
32
Members per system
Last Number Dialed
Entries per system35
Number of digits
1024
1024
1024
8,192
3216
24
3216
24
3216
24
32,528
24
Leave Word Calling (Switch-Based)36
Messages stored
2000
125
2000
125
2000
125
6,000
125
Messages per user
Remote message waiting indicators
Per extension
80/NA
240/NA
60
80/NA
240/NA
60
80/NA
240/NA
60
80/NA
1250/NA
400
Per system
Simultaneous message retrievers
System-wide message retrievers
Malicious Call Trace
Maximum simultaneous traces
MLDN
10
10
10
10
16
16
16
16
Via direct inward dialing
8
8
8
20
Via direct inward dialing with tenant 20/NA
partition
Via Central Office
20/NA
20/NA
100/NA
99
99
99
666
Modem Pool Groups
Mode 2/analog
Group members per system
160/NA
5/NA
160/NA
5/NA
160/NA
5/NA
2016/NA
63/NA
Number of groups
Members per group
32/NA
32/NA
32/NA
32/NA
Multimedia Call Handling (MMCH)
Continued on next page
555-230-024
Issue 5 January 1998 B-13
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System Capacity Limits
Table B-2. Maximum System Parameters (Category A/B) — Continued
Release 6
R6vs
(16 MB)
R6csi
(16 MB)
R6si
(16 MB)
R6r
32
ITEM
Maximum voice conditioner circuit
packs37
32
NA
NA
NA
NA
32
Maximum multimedia interface circuit 4
4
4
packs
Maximum multimedia conferences
per system
Maximum number of BRI connections 50
Networking
Centralized Attendants Service (CAS) 99/NA
nodes
Distributed communications system
(DCS) nodes38
50
800
1000
2000
7000
99/NA
99/NA
99/NA
BX.25
ISDN PRI
Hybrid
20/NA
20/NA
20/NA
999/NA
NA
20/NA
20/NA
20/NA
999/NA
20/NA
20/NA
20/NA
999/NA
20/NA
20/NA
999/NA
EN nodes39
Paging
Code calling IDs
125
9
125
9
125
9
125
9
Loudspeaker zones
Partitions40
Attendant groups
15/NA
8/NA
15/NA
8/NA
15/NA
8/NA
27/NA
8/NA
Extension partition groups
Extension partition
8/NA
8/NA
8/NA
8/NA
Tenant partition
20/NA
20/NA
20/NA
20/NA
20/NA
20/NA
100/NA
100/NA
Multiple music-on-hold sources
Personal CO Lines (PCOL)
PCOL appearances
16
200
1
16
200
1
16
200
1
16
200
1
PCOL lines (trunk groups)
PCOL trunks per trunk group
Port Circuit Pack Slots41
Per expansion port network
Multicarrier cabinet standard
reliability
NA
NA
NA
NA
99
71
99
71
Single-carrier cabinet standard
reliability
Continued on next page
B-14 Issue 5 January 1998
555-230-024
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System Capacity Limits
Table B-2. Maximum System Parameters (Category A/B) — Continued
Release 6
R6vs
R6csi
R6si
R6r
ITEM
(16 MB)
(16 MB)
(16 MB)
Small cabinet standard reliability NA
(upgrade only)
Per processor port network
Multicarrier cabinet standard
reliability
Single-carrier cabinet standard
reliability
Enhanced single-carrier cabinet
standard reliability
NA
39
39
NA
NA
NA
NA
NA
NA
89
64
70
80
NA
NA
Compact single-carrier cabinet
Compact modular cabinet
10
NA
3837
NA
NA
NA
NA
NA
Recorded Announcements/Audio
Sources
Analog and auxiliary trunk
announcements
Analog and auxiliary trunk queue 150
slots per Announcement
Analog and auxiliary trunk queue 150
slots per System
Calls connected per
announcement
Integrated announcements
150
150
150
150
150
150
1000
1000
1000
50
Integrated announcement circuit
5
5
5
10
16
packs
Channels connected per
16
16
16
integrated
Announcement circuit pack
Calls connected per integrated
announcement
50
50
50
1000
Integrated announcement recording
time (minutes: seconds) per circuit pack
16 kB recording
32 kB recording
8:32
4:16
2:08
200
8:32
4:16
2:08
200
8:32
4:16
2:08
200
8:32
4:16
2:08
4000
256
64 kB recording
Integrated queue slots per system
Total recorded announcements
System Administration
128
128
128
Continued on next page
555-230-024
Issue 5 January 1998 B-15
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System Capacity Limits
Table B-2. Maximum System Parameters (Category A/B) — Continued
Release 6
R6vs
R6csi
R6si
R6r
ITEM
Number of logins
(16 MB)
(16 MB)
(16 MB)
15
500
1
15
500
1
15
500
1
15
Administrable history file entries
Simultaneous administration
1250
5
command
Simultaneous maintenance
command
Simultaneous system maintenance
sessions
1
5
1
5
1
5
5
8
Number of scheduled reports
Speech Synthesis Circuit Packs
Channels per speech circuit pack
Terminating Extension Groups (TEG)
TEGs
50
6
50
6
50
6
50
40
4
4
4
4
32
4
32
4
32
4
32
4
Users that may share a TEG
Time Slots
Simultaneous circuit-switched calls42 241
24143
48343
51243
723
7712
Total slots
512
483
512
1449
512
21,208
512
Time slots for voice and data44
Time slots per port network
Tone Classifiers
Tone receivers (general)45
200
4
200
4
200
4
840
4
TTR queue size
Prompting TTR queue size
Trunks
80
80
80
80
DS1 circuit packs
30
198
30
4
30
198
8
30
198
30
8
166
1332
166
NA
Queue slots for trunks
PRI interfaces
PRI interfaces via processor
interface46
NA
PRI interfaces via PACCON47
(packet controller)
30 25
NA
NA
NA
30
NA
PRI interfaces via TN1655 PKTINT
BRI trunks48
NA
166
BRI interfaces via PACCON (packet 24025
NA
240
NA
controller)
Continued on next page
B-16 Issue 5 January 1998
555-230-024
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System Capacity Limits
Table B-2. Maximum System Parameters (Category A/B) — Continued
Release 6
R6vs
R6csi
R6si
R6r
ITEM
BRI trunks via TN1655 PKTINT
BRI via time division multiplexing
(TDM) bus
(16 MB)
(16 MB)
(16 MB)
NA
NA
NA
64
NA
NA
1328
NA
BRI trunks total
24025
64
240
1328
PRI temporary signaling connections
(TSCs)
TSCs in system
Call associated TSCs
Non call associated TSCs
Administered TSCs
Ringback queue slots
Trunk groups
656
400
256
128
198
656
400
256
128
198
656
400
256
128
198
4256
4000
256
128
1332
Trunk groups hourly measurements 25
25
25
75
Trunk groups in the system
99
99
99
666
255
4000
Trunk members in a trunk group
99
99
99
Trunks in system (including remote
400
400
400
access)
Measured Trunks in system
ISDN services
400
400
400
4000
Incoming call handling treatment (per 18
trunk group)
Incoming call handling treatment (per 288
trunk system)
User defined services
18
18
54
288
288
576
24
15
24
15
24
15
60
15
Usage allocation entries (per plan)
ISDN PRI Usage
ICHT entries/trunk grp
ICHT entries/system
18
18
18
54
288
24
288
24
288
24
576
60
User defined services
Usage allocation entries/plan
Voice Terminals49
15
15
15
15
Associated data modules (such as
DTDMs)
800
800
84
800
7500
BRI stations50
Point-to-Point
100025
1000
7000
Continued on next page
555-230-024
Issue 5 January 1998 B-17
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System Capacity Limits
Table B-2. Maximum System Parameters (Category A/B) — Continued
Release 6
R6vs
R6csi
R6si
R6r
ITEM
Multipoint
(16 MB)
100025
(16 MB)
(16 MB)
84
1000
2400
2400
2400
700.8
15,900
7000
Digital stations51
2400
168
25,000
10,000
25,000
5260
Display stations
Stations52
Station button capacity (K Units)53
Station button feature capacity54
2400
2400
2400
700.8
15,900
2400
700.8
15,900
15,900
VuStats
Measured agents or login IDs
Measured splits
400/NA
99/NA
32/NA
99/NA
400/NA
99/NA
32/NA
99/NA
400/NA
99/NA
32/NA
99/NA
2,000/NA
600/NA
32/NA
Measured trunk groups
Measured VDNs
512/NA
Reporting periods
Intervals
25/NA
1/NA
25/NA
1/NA
25/NA
1/NA
25/NA
1/NA
Days
Displays
Display formats
50/NA
50/NA
50/NA
50/NA
Simultaneous updating displays
DEFINITY Wireless Business System
100/NA
100/NA
100/NA
500/NA
Maximum number of terminals (9601) 250
250
30
250
30
250
30
Radio controller circuit packs55
8
Wireless fixed bases
16
64
1
60
60
60
Cell antenna units (CAU)
Coverage (million square feet)
Button capacity for wireless
240
3
240
3
240
3
700.8
700.8
700.8
5260
Continued on next page
1. There is no limit on the maximum number of auto dial buttons (other than the system limit on button
capacity). See Station Button Capacity for system button limitations.
2. #VS models must have the J58890S-2 L8 CSCC hardware to support Paccon, BRI or ASAI.
3. In si, 4 netcon channels plus one direct connect. In G3r, 10 system ports through the packet data circuit
pack.
4. In SCC/ESCC/CSCC, only 4 BX.25 physical links are supported in the configuration.
5. When going from 4 to 3 login maximums, a change to the hunt group form is required. This requires all
agents to be logged-out. In one extreme case, this is potentially avoided and R2 & R3 CMS handles the
fourth login as UNSTAFFED appropriately.
6. The Release 6csi platform does not support CMS.
7. R3V3 CMS was renamed to R3V4 CMS to match the DEFINITY System numbering.
8. AAR was Not An Optional Feature in the G3vsV4G3/G3sV4 ABP.
9. Plus up to 7 inter-exchange carrier (IXC) digits.
B-18 Issue 5 January 1998
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System Capacity Limits
10. Number of available 12 character inserted-digit-strings available for AAR/ARS preferences.
11. For Release 6vs, 4 is the recommended number of consoles supported due to power limitations. Of these,
1 may be used as a night console. The software supports 6:1 day/night attendant consoles.
12. This is the same as the number of trunk groups in the system.
13. Referred to as ‘‘emergency access queue length’’ in Release 6si.
14. The monitor split command displays status for the first 100 agents logged into the split regardless of how
many additional agents log into the split.
15. BCMS monitoring is a maintenance command limited by the active maintenance commands limit. It is
reduced by 2 in the r system configuration because 2 active command slots are reserved for the INADS
and SAT logins.
16. Only EPNs in Release 6r can be DS1-remote EPNs.
17. Small systems refer to the 2 carrier cabinet systems that are no longer sold to new customers.
18. Multicarrier cabinet includes the medium Cabinet.
19. 26 bridged appearances (principal + 25) are supported on all R6 platforms, provided that ASAI is not
used. The capacity is 16 with ASAI.
20. The number of call appearances is the sum of primary and bridged appearances; at most 10 can be
primary. A maximum of 54 administrable buttons are supported for the 8434D terminal with expansion
module — 34 buttons in the basic terminal and 20 more buttons in the expansion module.
21. Does not apply to conferencing.
22. The maximum number of users per coverage path equals the number of extensions.
23. Shared extensions must be shared among all attendant groups in the system including tenant partition
scenarios.
24. Measured limits depend on the CMS release used.
25. BRI stations and ASAI are supported on R6.2csi and CMC only with TN556C. The TN2198 is not supported
on R6.2csi or CMC.
26. Simultaneous 3-way conference call = (483 / 3)* number PNs.
27. Simultaneous 6-way conference call = (483 / 6)* number PNs.
28. This feature is introduced in the Release 5.4 load and is not available in previous R5 loads.
29. Login IDs count against the “extensions” switch capacity.
30. These are uniform dialing plan (UDP) entries.
31. The integrated directory entries = stations + attendant consoles.
32. Used for PCOL groups, common shared extensions, access endpoints, administered TSCs, code calling
IDs, LDNs, hunt groups, announcements, and TEGs (phantom extensions).
33. The number of names = number of stations + attendant consoles + trunk groups + digital data endpoints
+ miscellaneous extensions.
34. Hunt group members include non-ACD (hunting, message center service, AUDIX, and so forth) and ACD
uses (splits or skills including auto-available split or skills).
35. The last number dialed entries = stations + digital data endpoints + attendant consoles.
36. Leave WOrd Calling is available in the APB only if the Voice Mail Option is purchased.
37. The MMCH circuit packs can only install in 1 port network per system (PPN or EPN, not both).
38. The actual software limit is 63, but due to performance considerations the recommended number of DCS
nodes is 20.
39. These are node number addresses.
40. G3V2 and G3V3 do not support Tenant Partitioning.
41. Only port slots are included in this count. For example, there are 100 port slots per MCC EPN cabinet with
99 port slots and one slot dedicated to the Tone/Clock board. Other service circuits may further reduce
the number of port slots available. In Release 6r and Release 6si, the service slot may be equipped with
service boards that do not require tip and ring connections.
42. 241 simultaneous circuit-switched calls per port network, except for Release 6si with 180 simultaneous
circuit switched calls and Release 6r with 7,712 (limited by the number of call records supported).
43. R6csi supports PRI D channels over the TDM bus. Each D channel for PRI uses one timeslot pair. An R6csi
with 8 PRIs utilize 8 timeslot pairs, allowing a maximum of 233 simultaneous circuit switched calls.
44. 483 time slots for voice and data per port network.
45. G3V4 and Release 6 use TN744C Call Classifier for basic TTR usage as well as call prompting/call
classification/MFC. Also, the TN2182 Tone/Clock/Detector is used for multiple tone detection functions.
The number of TN748, TN420, or TN744C circuit packs is limited only by the number of available slots.
The number of TN2182 boards is limited. There is a single limit on the total number of tone receiver
(classifier) ports for the system: TN748/TN420 have 4 ports for TTR use, TN748/TN420 have 2 ports for
GPTD use, TN744C has 8 ports for call prompting/call classification/ MFC/TTR/GPTD use, and TN2182 has
8 ports for call prompting/call classification/MFC/ TTR/GPTD use.
555-230-024
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System Capacity Limits
46. Only 1 processor interface (PI) circuit pack is supported in Release 6vs and Release 6si configurations,
therefore a total of 4 physical links (used for BX.25 or PRI) are available. PRI interface via the PI is not
available in France, Germany, and Italy. PRI interface via the packet controller is used.
47. Other countries must use the PI when they have the Release 6vs configuration without packet bus
capability.
48. The TN2185 BRI trunk circuit pack provides 8 ports. Each port (2B+D) provides 2 BRI trunks.
49. The following items detract from the total number of available “stations:”
Analog music-on-hold
Attendants
Modem pool conversion resources
TAAS port
Stations (digital, display, BRI, and so forth.)
Analog announcements
Analog external alarm port
Agent login IDs
ACD agents
50. All BRI stations can be display stations. Release 6vs can have up to 50 BRI stations if the unit is configured
for packet interface.
51. The software limit for digital stations in Release 6vs is 400. Due to power limitations, 120 is the
recommended limit.
52. Including extensions administered without associated hardware (Release 6si and Release 6r). The station
capacity for Release 6vs is a software limit because of the physical capacity (10 port slots).
53. The station button capacity can support all stations equipped as 8410D digital sets with display. For
example, a total of (292 x 2400) = 700.8K units. The table below shows approximate unit values for various
station types. The term “default” means with no non-default buttons administered. The term “loaded”
means all possible buttons - including the indicated number of call/bridged appearances (CA) -
administered.
8403B (default): 32
8403B (loaded with 3 CA): 152
8410B (default): 32
54. The following button features share a common resource in memory:
Call Forwarding, Call Forward Busy Don’t Answer, Send Extension Calls (SAC w/extension), Station Busy
Indicators, Trunk Group Status, Hunt Group Status, PCOL GRoup Status, Data Module, Terminating
Extension Group Status, Attendant Group Status/DXS, Remote Trunk Group Select.
55. For G3r, TN789 Radio COntroller Circuit Packs cannot be used in DS1 remoted EPNs.
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References
C
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 back of the title
page of this document. A complete catalog of Business Communications
Systems (BCS) documents, including previous issues of the documents listed
here, is available on the World Wide Web. Ask your account team for the web
address.
Basic DEFINITY ECS Documents
These documents are issued for all new and upgrade DEFINITY ECS Release 6
systems.
Administration
DEFINITY ECS Release 6 — Overview, Issue 5, 555-230-024
Provides a detailed overview of the ECS including descriptions of many of the
major features, applications, hardware, system capabilities, and the support
provided with the system. This document is available in the following languages:
English, German (DE), Dutch (NL), Brazilian Portuguese (PTB), European French
(FR), Latin Spanish (SPL), Italian (IT), Russian (RU), and Japanese (JA). To order,
append the language suffix to the document number; for example,
555-230-894DE for German. No suffix is needed for the English version.
555-230-024
Issue 5 January 1998 C-1
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References
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 Release 6 — System Description Pocket Reference, Issue 2,
555-230-211
Provides hardware descriptions, system parameters, listing of hardware required
to use features, system configurations, and environmental requirements. This
compact reference combines and replaces Release 6 System Description and
Specifications and Release 6 Pocket Reference.
DEFINITY ECS Release 6 — Administration and Feature Description, Issue
3, 555-230-522
Provides descriptions of system features. Also provides step-by-step procedures
for preparing the screens that are required to implement the features, functions,
and services of the system. Includes the applications and benefits, feature
interactions, administration requirements, hardware requirements, and
procedures for voice terminal, data module, and trunk group administration.
DEFINITY System’s Little Instruction Book, Issue 3, 555-230-727
Provides step-by-step procedures for performing basic switch administration
tasks. Includes managing phones, managing features, generating reports,
enhancing system security, and troubleshooting.
DEFINITY ECS Release 5 — System Monitoring and Reporting, Issue 4,
555-230-511
Provides detailed descriptions of the measurement, status, security, and recent
change history reports available in the system and is intended for administrators
who validate traffic reports and evaluate system performance. Includes
corrective actions for potential problems. Issue 2 of this document was titled
Traffic Reports. The Release 5 version of this document applies to Release 6 as
well.
DEFINITY ECS Release 5 — Implementation Blank Forms, Issue 3,
555-230-303
Provides blank paper forms corresponding to the screens that are required to
implement the features, functions, and services of the system. The Release 5
forms apply to Release 6 as well.
Installation and Maintenance
DEFINITY ECS Release 6 — Installation and Test for Single-Carrier Cabinets,
Issue 3, 555-230-894
C-2 Issue 5 January 1998
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Basic DEFINITY ECS Documents
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: English, German (DE),
Dutch (NL), Brazilian Portuguese (PTB), European French (FR), Castillian
Spanish (SP), Italian (IT), Russian (RU), and Japanese (JA). To order, append the
language suffix to the document number; for example, 555-230-894DE for
German. No suffix is needed for the English version.
DEFINITY ECS Release 6 — Installation and Upgrades for CSCC, Issue 1,
555-230-124
Provides procedures and information for hardware installation, upgrades, and
initial testing of compact single-carrier cabinets. The Release 5 version of this
document applies to Release 6 as well.
DEFINITY ECS Release 6 — Installation and Test for Multi-Carrier Cabinets,
Issue 4, 555-230-112
Provides procedures and information for hardware installation and initial testing
of multi-carrier cabinets.
DEFINITY ECS Release 6 — Installation and Test for Compact Modular
Cabinets, Issue 2, 555-230-128
Provides procedures and information for hardware installation and initial testing
of compact modular cabinets.
DEFINITY ECS Release 6 — Installation for Adjuncts and Peripherals, Issue
3, 555-230-125
Provides procedures and information for hardware installation and initial testing
of ECS adjunct and peripheral systems and equipment.
DEFINITY ECS Release 6 — Upgrades and Additions for R6r, Issue 4,
555-230-121
Provides procedures for an installation technician to convert an existing Generic
3 Version 4 DEFINITY Communications System to DEFINITY ECS and from
DEFINITY ECS Release 5 to DEFINITY ECS Release 6.
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.
DEFINITY ECS Release 6 — Upgrades and Additions for R6vs/si, Issue 4,
555-230-120
Provides procedures for an installation technician to convert an existing
DEFINITY Communications System Generic 3 Version 4 to DEFINITY ECS and
from DEFINITY ECS Release 5 to DEFINITY ECS Release 6.
555-230-024
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References
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.
DEFINITY ECS Release 6 — Maintenance for R6r, Issue 2, 555-230-126
Provides detailed descriptions of the procedures for monitoring, testing,
troubleshooting, and maintaining the R6r ECS. Included are maintenance
commands, step-by-step trouble-clearing procedures, the procedures for using
all tests, and explanations of the system’s error codes.
DEFINITY ECS Release 6 — Maintenance for R6vs/si, Issue 2, 555-204-127
Provides detailed descriptions of the procedures for monitoring, testing,
troubleshooting, and maintaining the R6vs/si ECS. Included are maintenance
commands, step-by-step trouble-clearing procedures, the procedures for using
all tests, and explanations of the system’s error codes.
DEFINITY ECS Release 6 — Maintenance for R6csi (Compact Modular
Cabinets), Issue 2, 555-204-129
Provides detailed descriptions of the procedures for monitoring, testing,
troubleshooting, and maintaining the R6csi ECS. Included are maintenance
commands, step-by-step trouble-clearing procedures, the procedures for using
all tests, and explanations of the system’s error codes.
C-4 Issue 5 January 1998
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Call Center Documents
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 telecommunications managers, console operators,
and security organizations within companies.
DEFINITY ECS Release 6— Terminals and Adjuncts Reference, Issue 9,
555-015-201
Provides descriptions of the peripheral equipment that can be used with System
75, System 85, DEFINITY Communications System, and DEFINITY ECS. This
document is intended for customers and Lucent Technologies account teams for
selecting the correct peripherals to accompany an ECS. The Release 5 version of
this document applies to Release 6 as well.
DEFINITY ECS — Telephone Guide Builder, Issue 4, 555-230-755
Provides capability to produce laser-printed documentation for specific
telephones. The software is supported by a comprehensive user’s guide and
on-line help. This product requires a 386 PC, minimum of 6MB disk space,
minimum of 4MB RAM, a printer supported by Microsoft GDI printer drive, and
Microsoft Windows 3.1 or higher. A mouse is recommended. This document
applies to Release 6 as well as earlier DEFINITY systems.
Call Center Documents
These documents are issued for DEFINITY ECS Call Center applications.
DEFINITY
DEFINITY ECS Release 6 — Call Vectoring/EAS Guide, Issue 1, 585-230-521
Provides information on how to write, use, and troubleshoot vectors, which are
command sequences that process telephone calls in an Automatic Call
Distribution (ACD) environment. This document applies to Release 6 as well as
earlier DEFINITY systems.
It is provided in two parts: tutorial and reference. The tutorial provides
step-by-step procedures for writing and implementing basic vectors. The
reference includes detailed descriptions of the call vectoring features, vector
management, vector administration, adjunct routing, troubleshooting, and
interactions with management information systems (including the Call
Management System).
555-230-024
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References
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 Call Management System) reports and for system managers responsible
for maintaining the system. This documentation applies to Release 6 as well as
earlier DEFINITY systems.
CentreVu CMS
CentreVu Call Management System Release 3 Version 5 — Administration,
Issue 1, 585-215-820
CentreVu Call Management System Release 3 Version 5 — Reports, Issue 1,
585-215-821
CentreVu Call Management System Release 3 Version 5 — Custom Reports,
Issue 1, 585-215-822
CentreVu Call Management System Release 3 Version 5 — Upgrades and
Migrations, Issue 1, 585-215-826
CentreVu Call Management System Release 3 Version 5 — External Call
History Reference, Issue 1, 585-215-824
CentreVu Call Management System Release 3 Version 5 — Forecast,
Issue 1, 585-215-825
Application-Specific Documents
These documents support specific DEFINITY applications.
DEFINITY ECS Generic 2 to Release 5 — Transition Reference, Issue 1,
555-230-523
Provides information on the differences in features and administration between
the old and new systems when upgrading from a Generic 2 system to DEFINITY
ECS Release 5.
ASAI
DEFINITY ECS Release 6 — CallVisor ASAI Planning Guide, Issue 4,
555-230-222
Provides procedures and directions for the account team and customer
personnel for effectively planning and implementing the CallVisor Adjunct/Switch
Application Interface (ASAI) PBX-Host environment. The CallVisor ASAI is a
communications interface that allows adjunct processors to access switch
C-6 Issue 5 January 1998
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Application-Specific Documents
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 Protocol Reference, Issue 7,
555-230-221
Provides detailed layer 3 protocol information regarding the CallVisor
Adjunct/Switch Application Interface (ASAI) for the systems and is intended for
the library or driver programmer of an adjunct processor to create the library of
commands used by the applications programmers. Describes the ISDN
message, facility information elements, and information elements.
DEFINITY ECS Release 6 — CallVisor ASAI Technical Reference, Issue 7,
555-230-220
Provides detailed information regarding the CallVisor Adjunct/Switch Application
Interface (ASAI) for the systems and is intended for the application designer
responsible for building and/or programming custom applications and features.
DEFINITY ECS Release 6 — CallVisor ASAI DEFINITY LAN Gateway over
MAP-D Installation, Administration, and Maintenance of, Issue 1,
555-230-114
Provides procedures for installation, administration, and maintenance of the
CallVisor Adjunct/Switch Application Interface (ASAI) Ethernet application over
the DEFINITY LAN Gateway and is intended for system administrators,
telecommunications managers, Management Information System (MIS)
managers, LAN managers, and Lucent personnel. The ASAI-Ethernet application
provides ASAI functionality using 10Base-T Ethernet rather than BRI as a
transport media.
DEFINITY ECS Release 6 — CallVisor ASAI PC LAN over MAP-D Installation,
Administration, and Maintenance of, Issue 1, 555-230-113
Provides procedures for installation, administration, and maintenance of the
CallVisor Adjunct/Switch Application Interface (ASAI) Ethernet application over
the PC LAN and is intended for system administrators, telecommunications
managers, Management Information System (MIS) managers, LAN managers,
and Lucent personnel. The ASAI-Ethernet application provides ASAI functionality
using 10Base-T Ethernet rather than BRI as a transport media.
DEFINITY ECS Release 6 — Call Visor ASAI Overview, Issue 2, 555-230-225
Provides a general description of Call Visor ASAI.
This document is available in the following languages: English, German (DE),
Dutch (NL), Brazilian Portuguese (PTB), European French (FR), Colombian
Spanish (SPL), and Japanese (JA). To order, append the language suffix to the
document number; for example, 555-230-894DE for German. No suffix is needed
for the English version.
555-230-024
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References
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 Distribution (ACD) Agent
Instructions, Issue 5, 555-230-722
Provides information for use by agents after they have completed ACD training.
Includes descriptions of ACD features and the procedures for using them.
DEFINITY ECS Release 6 — Automatic Call Distribution (ACD) Supervisor
Instructions, Issue 4, 555-230-724
Provides information for use by supervisors after they have completed ACD
training. Includes descriptions of ACD features and the procedures for using
them.
Call Detail Recording
Call Detail Acquisition & Processing Reference, Issue 2, 555-006-202
Provides a general technical description of the ECS call detail recording feature
and of the products that collect, store, poll, and process call records.
Console Operations
DEFINITY Communications System Generic 1 and Generic 3 Console
Operations, Issue 3, 555-230-700
Provides operating instructions for the attendant console. Included are
descriptions of the console control keys and functions, call-handling procedures,
basic system troubleshooting information, and routine maintenance procedures.
DEFINITY ECS Release 6 — Console Operations Quick Reference, Issue 3,
555-230-890
Provides operating instructions for the attendant console. Included are
descriptions of the console control keys and functions, call handling, basic
system-troubleshooting information, and routine maintenance procedures.
This document is available in the following languages: English, German (DE),
Dutch (NL), Brazilian Portuguese (PTB), European French (FR), Colombian
Spanish (SPL), and Japanese (JA). To order, append the language suffix to the
document number; for example, 555-230-894DE for German. No suffix is needed
for the English version.
C-8 Issue 5 January 1998
555-230-024
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Application-Specific Documents
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 property management and to provide assistance to
their employees and clients. Included are brief definitions of many of the system
features, descriptions of the hardware, planning considerations, and list of the
system capabilities. This documentation also applies to Release 6.
DEFINITY ECS Release 6 — Hospitality Operations, Issue 4, 555-230-723
Provides step-by-step procedures for using the features available for the lodging
and health industries to improve their property management and to provide
assistance to their employees and clients. Includes detailed descriptions of
reports.
555-230-024
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References
C-10 Issue 5 January 1998
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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 calls from certain areas to an assigned
number for a flat-rate charge based on usage.
A
AA
Archangel. See angel.
AAC
ATM access concentrator
AAR
abandoned call
An incoming call in which the caller hangs up before the call is answered.
Abbreviated Dialing (AD)
A feature that allows callers to place calls by dialing just one or two digits.
AC
1. Alternating current.
AAR
Automatic Alternate Routing
ACA
ACB
ACD
ACD agent
ACU
ACW
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Glossary and Abbreviations
access code
A 1-, 2-, or 3-digit dial code used to activate or cancel a feature, or access an outgoing trunk.
access endpoint
Either a nonsignaling channel on a DS1 interface or a nonsignaling port on an analog tie-trunk
circuit pack that is assigned a unique extension.
access tie trunk
A trunk that connects a main communications system with a tandem communications system in
an electronic tandem network (ETN). An access tie trunk can also be used to connect a system or
tandem to a serving office or service node. Also called access trunk.
access trunk
See access tie trunk.
ACCUNET
A trademarked name for a family of digital services offered by AT&T in the United States.
ACD
ACD call.
ACD work mode
active-notification association
A link that is initiated by an adjunct, allowing it to receive event reports for a specific switch entity,
such as an outgoing call.
active-notification call
A call for which event reports are sent over an active-notification association (communication
channel) to the adjunct. Sometimes referred to as a monitored call.
active notification domain
VDN or ACD split extension for which event notification has been requested.
ACU
AD
ADAP
AUDIX Data Acquisition Package
ADC
adjunct
A processor that does one or more tasks for another processor and that is optional in the
configuration of the other processor. See also application.
adjunct-control association
A relationship initiated by an application via Third Party Make Call, the Third Party Take Control, or
Domain (Station) Control capabilities to set up calls and control calls already in progress.
adjunct-controlled call
Call that can be controlled using an adjunct-control association. Call must have been originated
via Third Party Make Call or Domain (Station) Control capabilities or must have been taken control
of via Third Party Take Control or Domain (Station) Control capabilities.
GL-2 Issue 5 January 1998
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Glossary and Abbreviations
adjunct-controlled split
An ACD split that is administered to be under adjunct control. Agents logged into such splits must
do all telephony work, ACD login/ logout, and changes of work mode through the adjunct (except
for auto-available adjunct-controlled splits, whose agents may not log in/out or change work
mode).
adjunct-monitored call
An adjunct-controlled call, active-notification call, or call that provides event reporting over a
domain-control association.
Adjunct-Switch Application Interface (ASAI)
A recommendation for interfacing adjuncts and communications systems, based on the CCITT
Q.932 specification for layer 3.
ADM
Asynchronous data module
administer
To access and change parameters associated with the services or features of a system.
Administered Connection (AC)
A feature that allows the switch to automatically establish and maintain end-to-end connections
between access endpoints (trunks) and/or data endpoints (data modules).
administration group
administration terminal
A terminal that is used to administer and maintain a system. See also terminal.
Administration Without Hardware (AWOH)
A feature that allows administration of ports without associated terminals or other hardware.
ADU
AE
after-call work (ACW) mode
A mode in which agents are unavailable to receive ACD calls. Agents enter the ACW mode to
perform ACD-related activities such as filling out a form after an ACD call.
AG
ASAI Gateway
agent
A person who receives calls directed to a split. A member of an ACD hunt group or ACD split.
Also called an ACD agent.
agent report
A report that provides historical traffic information for internally measured agents.
AIM
Asynchronous interface module
AIOD
Automatic Identification of Outward Dialing
555-230-024
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Glossary and Abbreviations
ALBO
Automatic Line Build Out
All trunks busy (ATB)
The state in which no trunks are available for call handling.
ALM-ACK
Alarm acknowledge
American Standard Code for Information Interchange
AMW
Automatic Message Waiting
AN
Analog
analog
The representation of information by continuously variable physical quantities such as amplitude,
frequency, and phase. See also digital.
analog data
Data that is transmitted over a digital facility in analog (PCM) form. The data must pass through a
modem either at both ends or at a modem pool at the distant end.
analog telephone
A telephone that receives acoustic voice signals and sends analog electrical signals along the
telephone line. Analog telephones are usually served by a single wire pair (tip and ring). The
model-2500 telephone set is a typical example of an analog telephone.
analog-to-digital converter (ADC)
A device that converts an analog signal to digital form. See also digital-to-analog converter
(DAC).
angel
A microprocessor located on each port card in a processor port network (PPN). The angel uses
the control-channel message set (CCMS) to manage communications between the port card and
the archangel on the controlling switch-processing element (SPE). The angel also monitors the
status of other microprocessors on a port card and maintains error counters and thresholds.
ANI
ANSI
American National Standards Institute. A United States professional/technical association
supporting a variety of standards.
answerback code
A number used to respond to a page from a code-calling or loudspeaker-paging system, or to
retrieve a parked call.
AOL
Attendant-offered load
AP
Applications processor
APLT
Advanced Private-Line Termination
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Glossary and Abbreviations
appearance
A software process that is associated with an extension and whose purpose is to supervise a call.
An extension can have multiple appearances. Also called call appearance, line appearance, and
occurrence. See also call appearance.
application
An adjunct that requests and receives ASAI services or capabilities. One or more applications
can reside on a single adjunct. However, the switch cannot distinguish among several
applications residing on the same adjunct and treats the adjunct, and all resident applications, as
a single application. The terms application and adjunct are used interchangeably throughout this
document.
applications processor
A micro-computer based, program controlled computer providing application services for the
DEFINITY switch. The processor is used with several user-controlled applications such as traffic
analysis and electronic documentation.
application service element
architecture
The organizational structure of a system, including hardware and software.
ARS
ASAI
ASCII (American Standard Code for Information Interchange)
The standard code for representing characters in digital form. Each character is represented by
an 8-bit code (including parity bit).
association
A communication channel between adjunct and switch for messaging purposes. An active
association is one that applies to an existing call on the switch or to an extension on the call.
asynchronous data transmission
A method of transmitting data in which each character is preceded by a start bit and followed by
a stop bit, thus permitting data characters to be transmitted at irregular intervals. This type
transmission is advantageous when transmission is not regular (characters typed at a keyboard).
Also called asynchronous transmission. See also synchronous data transmission.
asynchronous data unit (ADU)
A device that allows direct connection between RS-232C equipment and a digital switch.
asynchronous Transfer Mode (ATM)
A packet-like switching technology in which data is transmitted in fixed-size (53-byte) cells. ATM
provides high-speed access for data communication in LAN, campus, and WAN environments.
ATB
ATD
attendant
A person at a console who provides personalized service for incoming callers and voice-services
users by performing switching and signaling operations. See also attendant console.
555-230-024
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Glossary and Abbreviations
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, put a call on hold, and
remove a call from hold. Attendants using the console can also manage and monitor some
system operations. Also called console. See also attendant.
Attention dial (ATD)
A command in the Hayes modem command set for asynchronous modems.
Audio Information Exchange (AUDIX)
A fully integrated voice-mail system. Can be used with a variety of communications systems to
provide call-history data, such as subscriber identification and reason for redirection.
AUDIX
See Audio Information Exchange (AUDIX).
auto-in trunk group
Trunk group for which the CO processes all of the digits for an incoming call. When a CO seizes a
trunk from an auto-in trunk group, the switch automatically connects the trunk to the destination —
typically an ACD split where, if no agents are available, the call goes into a queue in which callers
are answered in the order in which they arrive.
Auto-In Work mode
One of four agent work modes: the mode in which an agent is ready to process another call as
soon as the current call is completed.
Automatic Alternate Routing (AAR)
A feature that routes calls to other than the first-choice route when facilities are unavailable.***
Automatic Callback (ACB)
A feature that enables internal callers, upon reaching a busy extension, to have the system
automatically connect and ring both parties when the called party becomes available.
Automatic Call Distribution (ACD)
A feature that answers calls, and then, depending on administered instructions, delivers
messages appropriate for the caller and routes the call to an agent when one becomes available.
Automatic Call Distribution (ACD) split
A method of routing calls of a similar type among agents in a call center. Also, a group of
extensions that are staffed by agents trained to handle a certain type of incoming call.
Automatic calling unit (ACU)
A device that places a telephone call.
Automatic Circuit Assurance (ACA)
A feature that tracks calls of unusual duration to facilitate troubleshooting. A high number of very
short calls or a low number of very long calls may signify a faulty trunk.
Automatic Number Identification (ANI)
Representation of the calling number, for display or for further use to access information about the
caller. Available with Signaling System 7.
automatic restoration
A service that restores disrupted connections between access endpoints (nonsignaling trunks)
and data endpoints (devices that connect the switch to data terminal and/or communications
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Glossary and Abbreviations
equipment). Restoration is done within seconds of a service disruption so that critical data
applications can remain operational.
Automatic Route Selection (ARS)
A feature that allows the system to automatically choose the least-cost way to send a toll call.
automatic trunk
A trunk that does not require addressing information because the destination is predetermined. A
request for service on the trunk, called a seizure, is sufficient to route the call. The normal
destination of an automatic trunk is the communications-system attendant group. Also called
automatic incoming trunk and automatic tie trunk.
AUX
Auxiliary
auxiliary equipment
Equipment used for optional system features, such as Loudspeaker Paging and Music-on-Hold.
auxiliary trunk
A trunk used to connect auxiliary equipment, such as radio-paging equipment, to a
communications system.
Aux-Work mode
A work mode in which agents are unavailable to receive ACD calls. Agents enter Aux-Work mode
when involved in non-ACD activities such as taking a break, going to lunch, or placing an
outgoing call.
AVD
Alternate voice/data
AWOH
AWG
American Wire Gauge
AWT
Average work time
B
B8ZS
Bipolar Eight Zero Substitution.
bandwidth
The difference, expressed in hertz, between the defined highest and lowest frequencies in a
range.
barrier code
A security code used with the Remote Access feature to prevent unauthorized access to the
system.
baud
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Glossary and Abbreviations
BCC
See Bearer capability class (BCC).
BCMS
Basic Call Management System
BCT
Bearer capability class (BCC)
Code that identifies the type of a call (for example, voice and different types of data).
Determination of BCC is based on the caller’s characteristics for non-ISDN endpoints and on the
Bearer Capability and Low-Layer Compatibility Information Elements of an ISDN endpoint.
Current BCCs are 0 (voice-grade data and voice), 1 (DMI mode 1, 56 kbps data transmission), 2
(DMI mode 2, synchronous/asynchronous data transmission up to 19.2 kbps) 3 (DMI mode 3, 64
kbps circuit/packet data transmission), 4 (DMI mode 0, 64 kbps synchronous data), 5 (temporary
signaling connection, and 6 (wideband call, 128–1984 kbps synchronous data).
BER
Bit error rate
BHCC
Busy-hour call completions
bit (binary digit)
One unit of information in binary notation, having two possible values: 0 or 1.
bits per second (bps)
The number of binary units of information that are transmitted or received per second. See also
bit rate
The speed at which bits are transmitted, usually expressed in bits per second. Also called data
BLF
Busy Lamp Field
BN
Billing number
BOS
Bit-oriented signaling
BPN
Billed-party number
bps
See bits per second (bps).
bridge (bridging)
The appearance of a voice terminal’s extension at one or more other voice terminals.
BRI
The ISDN Basic Rate Interface specification.
bridged appearance
A call appearance on a voice terminal that matches a call appearance on another voice terminal
for the duration of a call.
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Glossary and Abbreviations
BTU
British Thermal Unit
buffer
1. In hardware, a circuit or component that isolates one electrical circuit from another. Typically, a
buffer holds data from one circuit or process until another circuit or process is ready to accept the
data.
2. In software, an area of memory that is used for temporary storage.
bus
A multiconductor electrical path used to transfer information over a common connection from any
of several sources to any of several destinations.
business communications terminal (BCT)
A digital data terminal used for business applications. A BCT can function via a data module as a
special-purpose terminal for services provided by a processor or as a terminal for data entry and
retrieval.
BX.25
A version of the CCITT X.25 protocol for data communications. BX.25 adds a fourth level to the
standard X.25 interface. This uppermost level combines levels 4, 5, and 6 of the ISO reference
model.
bypass tie trunks
A 1-way, outgoing tie trunk from a tandem switch to a main switch in an ETN. Bypass tie trunks,
provided in limited quantities, are used as a last-choice route when all trunks to another tandem
switch are busy. Bypass tie trunks are used only if all applicable intertandem trunks are busy.
byte
A sequence of (usually eight) bits processed together.
C
CACR
Cancellation of Authorization Code Request
cabinet
Housing for racks, shelves, or carriers that hold electronic equipment.
cable
Physical connection between two pieces of equipment (for example, data terminal and modem)
or between a piece of equipment and a termination field.
cable connector
A jack (female) or plug (male) on the end of a cable. A cable connector connects wires on a cable
to specific leads on telephone or data equipment.
CAG
Coverage answer group
call appearance
1. For the attendant console, six buttons, labeled a–f, used to originate, receive, and hold calls.
Two lights next to the button show the status of the call appearance.
2. For the voice terminal, a button labeled with an extension and used to place outgoing calls,
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Glossary and Abbreviations
receive incoming calls, or hold calls. Two lights next to the button show the status of the call
appearance.
call-control capabilities
Capabilities (Third Party Selective Hold, Third Party Reconnect, Third Party Merge) that can be
used in either of the Third Party Call Control ASE (cluster) subsets (Call Control and Domain
Control).
Call Detail Recording (CDR)
A feature that uses software and hardware to record call data (same as CDRU).
Call Detail Recording utility (CDRU)
Software that collects, stores, optionally filters, and outputs call-detail records.
Call Management System (CMS)
An application, running on an adjunct processor, that collects information from an ACD unit. CMS
enables customers to monitor and manage telemarketing centers by generating reports on the
status of agents, splits, trunks, trunk groups, vectors, and VDNs, and enables customers to
partially administer the ACD feature for a communications system.
call-reference value (CRV)
An identifier present in ISDN messages that associates a related sequence of messages. In ASAI,
CRVs distinguish between associations.
call vector
A set of up to 15 vector commands to be performed for an incoming or internal call.
callback call
A call that automatically returns to a voice-terminal user who activated the Automatic Callback or
Ringback Queuing feature.
call-waiting ringback tone
A low-pitched tone identical to ringback tone except that the tone decreases in the last 0.2
seconds (in the United States). Call-waiting ringback tone notifies the attendant that the Attendant
Call Waiting feature is activate and that the called party is aware of the waiting call. Tones in
international countries may sound different.
call work code
A number, up to 16 digits, entered by ACD agents to record the occurrence of customer-defined
events (such as account codes, social security numbers, or phone numbers) on ACD calls.
CAMA
Centralized Automatic Message Accounting
carrier
An enclosed shelf containing vertical slots that hold circuit packs.
carried load
The amount of traffic served by traffic-sensitive facilities during a given interval.
CARR-POW
Carrier Port and Power Unit for AC Powered Systems
CAS
Centralized Attendant Service or Call Accounting System
CCS or hundred call seconds
A unit of call traffic. Call traffic for a facility is scanned every 100 seconds. If the facility is busy, it
is assumed to have been busy for the entire scan interval. There are 3600 seconds per hour. The
Roman numeral for 100 is the capital letter C. The abbreviation for call seconds is CS. Therefore,
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100 call seconds is abbreviated CCS. If a facility is busy for an entire hour, then it is said to have
been busy for 36 CCS. See also Erlang.
capability
A request or indication of an operation. For example, Third Party Make Call is a request for setting
up a call; event report is an indication that an event has occurred.
capability group
Set of capabilities, determined by switch administration, that can be requested by an application.
Capability groups denote association types. For example, Call Control is a type of association that
allows certain functions (the ones in the capability group) to be performed over this type of
association. Also referred to as administration groups or application service elements (ASEs).
CA-TSC
Call-Associated Temporary Signaling Connection
cause value
A value is returned in response to requests or in event reports when a denial or unexpected
condition occurs. ASAI cause values fall into two coding standards: Coding Standard 0 includes
any cause values that are part of AT&T and CCITT ISDN specifications; Coding standard 3
includes any other ASAI cause values. This document uses a notation for cause value where the
coding standard for the cause is given first, then a slash, then the cause value. Example: CS0/100
is coding standard 0, cause value 100.
CBC
Call-by-call or coupled bonding conductor
CC
Country code
CCIS
Common-Channel Interoffice Signaling
CCITT
CCITT (Comitte Consultatif International Telephonique et Telegraphique), now called International
CCMS
Control-Channel Message Set
CCS
See CCS or hundred call seconds.
CCSA
Common-Control Switching Arrangement
CDM
Channel-division multiplexing
CDOS
Customer-dialed and operator serviced
CDR
CDRP
Call Detail Record Poller
CDRR
Call Detail Recording and Reporting
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Glossary and Abbreviations
CDRU
CEM
Channel-expansion multiplexing
center-stage switch (CSS)
The central interface between the processor port network and expansion port networks in a
CSS-connected system.
central office (CO)
The location housing telephone switching equipment that provides local telephone service and
access to toll facilities for long-distance calling.
central office (CO) codes
The first three digits of a 7-digit public-network telephone number in the United States.
central office (CO) trunk
A telecommunications channel that provides access from the system to the public network
through the local CO.
CEPT1
European Conference of Postal and Telecommunications Rate 1
channel
1. A circuit-switched call.
2. A communications path for transmitting voice and data.
3. In wideband, all of the time slots (contiguous or noncontiguous) necessary to support a call.
Example: an H0-channel uses six 64-kbps time slots.
4. A DS0 on a T1 or E1 facility not specifically associated with a logical circuit-switched call;
analogous to a single trunk.
channel negotiation
The process by which the channel offered in the Channel Identification Information Element (CIIE)
in the SETUP message is negotiated to be another channel acceptable to the switch that receives
the SETUP message and ultimately to the switch that sent the SETUP. Negotiation is attempted
only if the CIIE is encoded as Preferred. Channel negotiation is not attempted for wideband calls.
CI
Clock input
circuit
1. An arrangement of electrical elements through which electric current flows.
2. A channel or transmission path between two or more points.
circuit pack
A card on which electrical circuits are printed, and IC chips and electrical components are
installed. A circuit pack is installed in a switch carrier.
CISPR
International Special Committee on Radio Interference
Class of Restriction (COR)
A feature that allows up to 64 classes of call-origination and call-termination restrictions for voice
terminals, voice-terminal groups, data modules, and trunk groups. See also Class of Service
(COS).
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Class of Service (COS)
A feature that uses a number to specify if voice-terminal users can activate the Automatic
Callback, Call Forwarding All Calls, Data Privacy, or Priority Calling features. See also Class of
cm
Centimeter
CM
Connection Manager
CMDR
Centralized Message Detail Recording
CMS
Call Management System
CO
common-control switching arrangement (CCSA)
A private telecommunications network using dedicated trunks and a shared switching center for
interconnecting company locations.
communications system
The software-controlled processor complex that interprets dialing pulses, tones, and keyboard
characters and makes the proper connections both within the system and external to the system.
The communications system itself consists of a digital computer, software, storage device, and
carriers with special hardware to perform the connections. A communications system provides
voice and data communications services, including access to public and private networks, for
telephones and data terminals on a customer’s premises. See also switch.
confirmation tone
A tone confirming that feature activation, deactivation, or cancellation has been accepted.
connectivity
The connection of disparate devices within a single system.
console
contiguous
Adjacent DS0s within one T1 or E1 facility or adjacent TDM or fiber time slots. The first and last
TDM bus, DS0, or fiber time slots are not considered contiguous (no wraparound). For an E1
facility with a D-channel, DS0s 15 and 17 are considered contiguous.
control cabinet
See control carrier.
control carrier
A carrier in a multicarrier cabinet that contains the SPE circuit packs and, unlike an R5r control
carrier, port circuit packs. Also called control cabinet in a single-carrier cabinet. See also
controlled station
A station that is monitored and controlled via a domain-control association.
COR
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COS
coverage answer group
A group of up to eight voice terminals that ring simultaneously when a call is redirected to it by
Call Coverage. Any one of the group can answer the call.
coverage call
A call that is automatically redirected from the called party’s extension to an alternate answering
position when certain coverage criteria are met.
coverage path
The order in which calls are redirected to alternate answering positions.
coverage point
An extension or attendant group, VDN, or ACD split designated as an alternate answering
position in a coverage path.
covering user
A person at a coverage point who answers a redirected call.
CP
Circuit pack
CPE
Customer-premises equipment
CPN
Called-party number
CPN/BN
Calling-party number/billing number
CPTR
Call-progress-tone receiver
CRC
Cyclical Redundancy Checking
critical-reliability system
A system that has the following duplicated items: control carriers, tone clocks, EI circuit packs,
and cabling between port networks and center-stage switch in a CSS-connected system. See
CSA
Canadian Safety Association
CSCC
Compact single-carrier cabinet
CSCN
Center-stage control network
CSD
Customer-service document
CSM
Centralized System Management
CSS
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CSSO
Customer Services Support Organization
CSU
Channel service unit
CTS
Clear to Send
CWC
D
DAC
1. Dial access code or Direct Agent Calling
data channel
A communications path between two points used to transmit digital signals.
data-communications equipment (DCE)
The equipment (usually a modem, data module, or packet assembler/disassembler) on the
network side of a communications link that makes the binary serial data from the source or
transmitter compatible with the communications channel.
data link
The configuration of physical facilities enabling end terminals to communicate directly with each
other.
data module
An interconnection device between a BRI or DCP interface of the switch and data terminal
equipment or data communications equipment.
data path
The end-to-end connection used for a data communications link. A data path is the combination
of all elements of an interprocessor communication in a DCS.
data port
A point of access to a computer that uses trunks or lines for transmitting or receiving data.
data rate
data service unit (DSU)
A device that transmits digital data on transmission facilities.
data terminal
An input/output (I/O) device that has either switched or direct access to a host computer or to a
processor interface.
data terminal equipment (DTE)
Equipment consisting of the endpoints in a connection over a data circuit. In a connection
between a data terminal and host, the terminal, the host, and their associated modems or data
modules make up the DTE.
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Glossary and Abbreviations
dB
Decibel
dBA
Decibels in reference to amperes.
dBrnC
Decibels above reference noise with C filter.
DC
Direct current
DCE
Data-communications equipment
D-channel backup
Type of backup used with Non-Facility Associated Signaling (NFAS). A primary D-channel
provides signaling for an NFAS D-channel group (two or more PRI facilities). A second D-channel,
on a separate PRI facility of the NFAS D-channel group, is designated as backup for the
D-channel. Failure of the primary D-channel causes automatic transfer of call-control signaling to
the backup D-channel. The backup becomes the primary D-channel. When the failed channel
returns to service, it becomes the backup D-channel.
DCO
Digital central office
DCP
Digital Communications Protocol
DCS
Distributed Communications System
DDC
Direct Department Calling
DDD
Direct Distance Dialing
delay-dial trunk
A trunk that allows dialing directly into a communications system (digits are received as they are
dialed).
denying a request
Sending a negative acknowledgement (NAK), done by sending an FIE with a return error
component (and a cause value). It should not be confused with the denial event report that
applies to calls.
designated voice terminal
The specific voice terminal to which calls, originally directed to a certain extension, are
redirected. Commonly used to mean the forwarded-to terminal when Call Forwarding All Calls is
active.
dial-repeating trunks
A PBX tie trunk that is capable of handling PBX station-signaling information without attendant
assistance.
dial-repeating tie trunk
A tie trunk that transmits called-party addressing information between two communications
systems.
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DID
Direct Inward Dialing
digit conversion
A process used to convert specific dialed numbers into other dialed numbers.
digital
The representation of information by discrete steps. See also analog.
digital communications protocol (DCP)
A proprietary protocol used to transmit both digitized voice and digitized data over the same
communications link. A DCP link is made up of two 64-kbps information (I-) channels and one
8-kbps signaling (S-) channel.
digital data endpoints
In DEFINITY ECS, devices such as the 510D terminal or the 515-type business communications
terminal (BCT).
digital multiplexed interface (DMI)
An interface that provides connectivity between a communications system and a host computer
or between two communications systems using DS1 24th-channel signaling. DMI provides 23
64-kbps data channels and 1 common-signaling channel over a twisted-pair connection. DMI is
offered through two capabilities: bit-oriented signaling (DMI-BOS) and message-oriented
signaling (DMI-MOS).
digital signal level 0 (DS0)
A single 64-kbps voice channel. A DS0 is a single 64-kbps channel in a T1 or E1 facility and
consists of eight bits in a T1 or E1 frame every 125 microseconds.
digital signal level 1 (DS1)
A single 1.544-Mbps (United States) or 2.048-Mbps (outside the United States) digital signal
carried on a T1 transmission facility. A DS1 converter complex consists of a pair, one at each end,
of DS1 converter circuit packs and the associated T1/E1 facilities.
digital terminal data module (DTDM)
An integrated or adjunct data module that shares with a digital telephone the same physical port
for connection to a communications system. The function of a DTDM is similar to that of a PDM
and MPDM in that it converts RS-232C signals to DCP signals.
digital-to-analog converter (DAC)
A device that converts data in digital form to the corresponding analog signals. See also
digital transmission
A mode of transmission in which information to be transmitted is first converted to digital form and
then transmitted as a serial stream of pulses.
digital trunk
A circuit that carries digital voice and/or digital data in a telecommunications channel.
DIOD
Direct Inward and Outward Dialing
direct agent
A feature, accessed only via ASAI, that allows a call to be placed in a split queue but routed only
to a specific agent in that split. The call receives normal ACD call treatment (for example,
announcements) and is measured as an ACD call while ensuring that a particular agent answers.
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Glossary and Abbreviations
Direct Extension Selection (DXS)
A feature on an attendant console that allows an attendant direct access to voice terminals by
pressing a group-select button and a DXS button.
Direct Inward Dialing (DID)
A feature that allows an incoming call from the public network (not FX or WATS) to reach a specific
telephone without attendant assistance.
Direct Inward Dialing (DID) trunk
An incoming trunk used for dialing directly from the public network into a communications system
without help from the attendant.
disk drive
An electromechanical device that stores data on and retrieves data from one or more disks.
distributed communications system (DCS)
A network configuration linking two or more communications systems in such a way that selected
features appear to operate as if the network were one system.
DIVA
Data In/Voice Answer
DLC
Data line circuit
DLDM
Data-line data module
DMI
Digital-multiplexed interface
DND
Do not disturb
DNIS
Dialed-Number Identification Service
DOD
Direct Outward Dialing
domain
VDNs, ACD splits, and stations. The VDN domain is used for active-notification associations. The
ACD-split domain is for active-notification associations and domain-control associations. The
station domain is used for the domain-control associations.
domain-control association
A Third Party Domain Control Request capability initiates a unique CRV/link number combination,
which is referred to as a domain-control association.
domain-controlled split
A split for which Third Party Domain Control request has been accepted. A domain-controlled
split provides an event report for logout.
domain-controlled station
A station for which a Third_Party_Domain_Control request has been accepted. A
domain-controlled station provides event reports for calls that are alerting, connected, or held at
the station.
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Glossary and Abbreviations
domain-controlled station on a call
A station that is active on a call, and which provides event reports over one or two domain-control
associations.
DOSS
Delivery Operations Support System
DOT
Duplication Option Terminal
DPM
Dial Plan Manager
DPR
Dual-port RAM
DS1
Digital Signal Level 1
DS1C
Digital Signal Level-1 protocol C
DS1 CONV
Digital Signal Level-1 converter
DSI
Digital signal interface
DSU
Data service unit
DTDM
Digital-terminal data module
DTE
Data-terminal equipment
DTGS
Direct Trunk Group Select
DTMF
Dual-tone multifrequency
DTS
Disk-tape system
duplicated common control
Two processors ensuring continuous operation of a communications system. While one processor
is online, the other functions as a backup. The backup processor goes online periodically or when
a problem occurs.
duplication
The use of redundant components to improve availability. When a duplicated subsystem fails, its
backup redundant system automatically takes over.
duplication option
A system option that duplicates the following: control carrier containing the SPE, EI circuit packs
in carriers, fiber-optic cabling between port networks, and center-stage switch in a
CSS-connected system.
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Glossary and Abbreviations
DWBS
DEFINITY Wireless Business System
DXS
Direct extension selection
E
E1
A digital transmission standard that carries traffic at 2.048 Mbps. The E1 facility is divided into 32
channels (DS0s) of 64 kbps information. Channel 0 is reserved for framing and synchronization
information. A D-channel occupies channel 16.
E & M
Ear and mouth (receive and transmit)
EA
Expansion archangel
EAL
Expansion archangel link
ear and mouth (E & M) signaling
Trunk supervisory signaling, used between two communications systems, whereby signaling
information is transferred through 2-state voltage conditions (on the E and M leads) for analog
applications and through a single bit for digital applications.
EBCDIC
Extended Binary-Coded Decimal Interexchange Code
ECC
Error Correct Code
ECMA
European Computer Manufacturers Association
EFP
Electronic power feed
EI
Expansion interface
EIA
Electronic Industries Association
EIA-232
A physical interface specified by the EIA. EIA-232 transmits and receives asynchronous data at
speeds of up to 19.2 kbps over cable distances of up to 50 feet. EIA-232 replaces RS-232
protocol in some DEFINITY applications.
electronic tandem network (ETN)
A tandem tie-trunk network that has automatic call-routing capabilities based on the number
dialed and the most preferred route available. Each switch in the network is assigned a unique
private network office code (RNX), and each voice terminal is assigned a unique extension.
Electronics Industries Association (EIA)
A trade association of the electronics industry that establishes electrical and functional standards.
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emergency transfer
If a major system failure occurs, automatic transfer is initiated to a group of telephones capable of
making outgoing calls. The system operates in this mode until the failure is repaired and the
system automatically returns to normal operation. Also called power-failure transfer.
EMI
Electromagnetic interference
end-to-end signaling
The transmission of touch-tone signals generated by dialing from a voice terminal to remote
computer equipment. These digits are sent over the trunk as DTMF digits whether the trunk
signaling type is marked as tone or rotary and whether the originating station is tone or rotary.
Example: a call to a voice-mail machine or automated-attendant service. A connection is first
established over an outgoing trunk. Then additional digits are dialed to transmit information to be
processed by the computer equipment.
enhanced private-switched communications service (EPSCS)
An analog private telecommunications network based on the No. 5 crossbar and 1A ESS that
provides advanced voice and data telecommunications services to companies with many
locations.
EPN
Expansion-port network
EPROM
Erasable programmable read-only memory
EPSCS
Enhanced Private Switched Communications Services
ERL
Echo return loss
Erlang
A unit of traffic intensity, or load, used to express the amount of traffic needed to keep one facility
busy for one hour. One Erlang is equal to 36 CCS. See also CCS or hundred call seconds.
ESF
Extended superframe format
ESPA
European Standard Paging Access
ETA
Extended Trunk Access; also Enhanced Terminal Administration
ETN
Electronic tandem network
ETSI
European Telecommunications Standards Institute
expansion archangel (EAA)
A network-control microprocessor located on an expansion interface (EI) port circuit pack in an
expansion port network. The EA provides an interface between the EPN and its controlling
switch-processing element.
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Glossary and Abbreviations
expansion-archangel link (EAL)
A link-access function on the D-channel (LAPD) logical link that exists between a
switch-processing element and an expansion archangel (EA). The EAL carries control messages
from the SPE to the EA and to port circuit packs in an expansion port network.
expansion control cabinet
See expansion control carrier.
expansion control carrier
A carrier in a multicarrier cabinet that contains extra port circuit packs and a maintenance
interface. Also called expansion control cabinet in a single-carrier cabinet.
expansion interface (EI)
A port circuit pack in a port network that provides the interface between a PN’s TDM bus/ packet
bus and a fiber-optic link. The EI carries circuit-switched data, packet-switched data, network
control, timing control, and DS1 control. In addition, an EI in an expansion port network
communicates with the master maintenance circuit pack to provide the EPN’s environmental and
alarm status to the switch-processing element.
expansion port network (EPN)
A port network (PN) that is connected to the TDM bus and packet bus of a processor port network
(PPN). Control is achieved by indirect connection of the EPN to the PPN via a port-network link
extension-in
Extension-In (ExtIn) is the work state agents go into when they answer (receive) a non-ACD call. If
the agent is in Manual-In or Auto-In and receives an extension-in call, it is recorded by CMS as an
AUX-In call.
extension-out
The work state that agents go into when they place (originate) a non-ACD call.
external measurements
Those ACD measurements that are made by the External CMS adjunct.
extension
A 1- to 5-digit number by which calls are routed through a communications system or, with a
Uniform Dial Plan (UDP) or main-satellite dialing plan, through a private network.
external call
A connection between a communications system user and a party on the public network or on
another communications system in a private network.
F
FAC
Feature Access Code
facility
A telecommunications transmission pathway and associated equipment.
facility-associated signaling (FAS)
Signaling for which a D-channel carries signaling only for those channels on the same physical
interface.
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Glossary and Abbreviations
FAS
Facility-associated signaling
FAT
Facility access trunk
FAX
Facsimile
FCC
Federal Communications Commission
FEAC
Forced Entry of Account Codes
feature
A specifically defined function or service provided by the system.
feature button
A labeled button on a telephone or attendant console used to access a specific feature.
FEP
Front-end processor
FIC
Facility interface codes
fiber optics
A technology using materials that transmit ultrawideband electromagnetic light-frequency ranges
for high-capacity carrier systems.
fixed
A trunk allocation term. In the fixed allocation scheme, the time slots necessary to support a
wideband call are contiguous, and the first time slot is constrained to certain starting points.
flexible
A trunk allocation term. In the flexible allocation scheme, the time slots of a wideband call can
occupy noncontiguous positions within a single T1 or E1 facility.
floating
A trunk allocation term. In the floating allocation scheme, the time slots of a wideband call are
contiguous, but the position of the first time slot is not fixed.
FNPA
Foreign Numbering-Plan Area
foreign-exchange (FX)
A CO other than the one providing local access to the public telephone network.
foreign-exchange trunk
A telecommunications channel that directly connects the system to a CO other than its local CO.
foreign numbering-plan area code (FNPAC)
An area code other than the local area code, that must be dialed to call outside the local
geographical area.
FRL
Facilities Restriction Level
FX
Foreign exchange
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Glossary and Abbreviations
G
G3-MA
Generic 3 Management Applications
G3-MT
Generic 3 Management Terminal
G3r
Generic 3, RISC (Reduced Instruction Set Computer)
generalized route selection (GRS)
An enhancement to Automatic Alternate Routing/Automatic Route Selection (AAR/ARS) that
performs routing based on call attributes, such as Bearer Capability Classes (BCCs), in addition
to the address and facilities restriction level (FRL), thus facilitating a Uniform Dial Plan (UDP) that
is independent of the type of call being placed.
glare
The simultaneous seizure of a 2-way trunk by two communications systems, resulting in a
standoff.
GM
Group manager
GPTR
General-purpose tone receiver
grade of service
The number of call attempts that fail to receive service immediately. Grade of service is also
expressed as the quantity of all calls that are blocked or delayed.
ground-start trunk
A trunk on which, for outgoing calls, the system transmits a request for services to a distant
switching system by grounding the trunk ring lead. To receive the digits of the called number, that
system grounds the trunk tip lead. When the system detects this ground, the digits are sent.
GRS
Generalized Route Selection
H
H0
An ISDN information transfer rate for 384-kbps data defined by CCITT and ANSI standards.
H11
An ISDN information transfer rate for 1536-kbps data defined by CCITT and ANSI standards.
H12
An ISDN information transfer rate for 1920-kbps data defined by CCITT and ANSI standards.
handshaking logic
A format used to initiate a data connection between two data module devices.
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Glossary and Abbreviations
hertz (Hz)
A unit of frequency equal to one cycle per second.
high-reliability system
A system having the following: two control carriers, duplicate expansion interface (EI) circuit
packs in the PPN (in R5r with CSS), and duplicate switch node clock circuit packs in the switch
HNPA
See home numbering-plan area code (HNPA).
holding time
The total length of time in minutes and seconds that a facility is used during a call.
home numbering-plan area code (HNPA)
The local area code. The area code does not have to be dialed to call numbers within the local
geographical area.
hop
Nondirect communication between two switch communications interfaces (SCI) where the SCI
message passes automatically without intermediate processing through one or more intermediate
SCIs.
host computer
A computer, connected to a network, that processes data from data-entry devices.
hunt group
A group of extensions that are assigned the Station Hunting feature so that a call to a busy
extension reroutes to an idle extension in the group. See also ACD work mode.
Hz
See hertz (Hz).
I
I1
The first information channel of DCP.
I2
The second information channel of DCP.
I2 Interface
A proprietary interface used for the DEFINITY Wireless Business System for the radio-controller
circuit packs. Each interface provides communication between the radio-controller circuit pack
and up to two wireless fixed bases.
I3 Interface
A proprietary interface used for the DEFINITY Wireless Business System for the cell antenna units.
Each wireless fixed base can communicate to up to four cell antenna units.
IAS
Inter-PBX Attendant Service
ICC
Intercabinet cable or intercarrier cable
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Glossary and Abbreviations
ICD
Inbound Call Director
ICDOS
International Customer-Dialed Operator Service
ICHT
Incoming call-handling table
ICI
Incoming call identifier
ICM
Inbound Call Management
IDDD
International Direct Distance Dialing
IDF
Intermediate distribution frame
IE
Information element
immediate-start tie trunk
A trunk on which, after making a connection with a distant switching system for an outgoing call,
the system waits a nominal 65 ms before sending the digits of the called number. This allows time
for the distant system to prepare to receive digits. On an incoming call, the system has less than
65 ms to prepare to receive the digits.
IMT
Intermachine trunk
in
Inch
INADS
Initialization and Administration System
incoming gateway
A PBX that routes an incoming call on a trunk not administered for Supplementary Services
Protocol B to a trunk not administered for Supplementary Services Protocol B.
information exchange
The exchange of data between users of two different systems, such as the switch and a host
computer, over a LAN.
Information Systems Network (ISN)
A WAN and LAN with an open architecture combining host computers, minicomputers, word
processors, storage devices, PCs, high-speed printers, and nonintelligent terminals into a single
packet-switching system.
INS
ISDN Network Service
inside call
A call placed from one telephone to another within the local communications system.
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Glossary and Abbreviations
Integrated Services Digital Network (ISDN)
A public or private network that provides end-to-end digital communications for all services to
which users have access by a limited set of standard multipurpose user-network interfaces
defined by the CCITT. Through internationally accepted standard interfaces, ISDN provides
digital circuit-switched or packet-switched communications within the network and links to other
ISDNs to provide national and international digital communications. See also Integrated Services
Digital Network Basic Rate Interface (ISDN-BRI) and Integrated Services Digital Network Primary
Rate Interface (ISDN-PRI).
Integrated Services Digital Network Basic Rate Interface (ISDN-BRI)
The interface between a communications system and terminal that includes two 64-kbps
B-channels for transmitting voice or data and one 16-kbps D-channel for transmitting associated
B-channel call control and out-of-band signaling information. ISDN-BRI also includes 48 kbps for
transmitting framing and D-channel contention information, for a total interface speed of 192
kbps. ISDN-BRI serves ISDN terminals and digital terminals fitted with ISDN terminal adapters.
See also Integrated Services Digital Network (ISDN) andIntegrated Services Digital Network
Primary Rate Interface (ISDN-PRI).
Integrated Services Digital Network Primary Rate Interface (ISDN-PRI)
The interface between multiple communications systems that in North America includes 24
64-kbps channels, corresponding to the North American digital signal level-1 (DS1) standard rate
of 1.544 Mbps. The most common arrangement of channels in ISDN-PRI is 23 64-kbps
B-channels for transmitting voice and data and 1 64-kbps D-channel for transmitting associated
B-channel call control and out-of-band signaling information. With nonfacility-associated signaling
(NFAS), ISDN-PRI can include 24 B-channels and no D-channel. See alsoIntegrated Services
Digital Network (ISDN) andIntegrated Services Digital Network Basic Rate Interface (ISDN-BRI).
intercept tone
A tone that indicates a dialing error or denial of the service requested.
interface
A common boundary between two systems or pieces of equipment.
internal call
A connection between two users within a system.
International Telecommunications Union (ITU)
Formerly known as International Telegraph and Telephone Consultative Committee (CCITT), ITU is
an international organization that sets universal standards for data communications, including
ISDN. ITU members are from telecommunications companies and organizations around the
world. See alsoBX.25.
International Telegraph and Telephone Consultative Committee
See International Telecommunications Union (ITU).
interflow
The ability for calls to forward to other splits on the same PBX or a different PBX using the Call
Forward All Calls feature.
intraflow
The ability for calls to redirect to other splits on the same PBX on a conditional or unconditional
basis using call coverage busy, don’t answer, or all criteria.
internal measurements
BCMS measurements that are made by the system. ACD measurements that are made external to
the system (via External CMS) are referred to as external measurements.
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Glossary and Abbreviations
in-use lamp
A red light on a multiappearance voice terminal that lights to show which call appearance will be
selected when the handset is lifted or which call appearance is active when a user is off-hook.
INWATS
Inward Wide Area Telephone Service
IO
Information outlet
ISDN
ISDN Gateway (IG)
A feature allowing integration of the switch and a host-based telemarketing application via a link
to a gateway adjunct. The gateway adjunct is a 3B-based product that notifies the host-based
telemarketing application of call events.
ISDN trunk
A trunk administered for use with ISDN-PRI. Also called ISDN facility.
ISDN-PRI terminal adapter
An interface between endpoint applications and an ISDN PRI facility. ISDN-PRI terminal adapters
are currently available from other vendors and are primarily designed for video conferencing
applications. Accordingly, currently available terminal adapters adapt the two pairs of video
codec data (V.35) and dialing (RS-366) ports to an ISDN PRI facility.
IS/DTT
Integrated Services/digital tie trunk
ISN
Information Systems Network
ISO
International Standards Organization
ISV
Independent software vendor
ITP
Installation test procedure
ITU
International Telecommunications Union
IXC
Interexchange carrier code
K
kHz
Kilohertz
kbps
Kilobits per second
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Glossary and Abbreviations
kbyte
Kilobyte
kg
Kilogram
L
LAN
Local area network
LAP-D
Link Access Procedure on the D-channel
LAPD
Link Access Procedure data
LATA
Local access and transport area
lb
Pound
LBO
Line buildout
LDN
Listed directory number
LDS
Long-distance service
LEC
Local exchange carrier
LED
See light-emitting diode (LED).
light-emitting diode (LED)
A semiconductor device that produces light when voltage is applied. LEDs provide a visual
indication of the operational status of hardware components, the results of maintenance tests, the
alarm status of circuit packs, and the activation of telephone features.
lightwave transceiver
Hardware that provides an interface to fiber-optic cable from port circuit packs and DS1 converter
circuit packs. Lightwave transceivers convert electrical signals to light signals and vice versa.
line
A transmission path between a communications system or CO switching system and a voice
terminal or other terminal.
line appearance
line buildout
A selectable output attenuation is generally required of DTE equipment because T1 circuits
require the last span to lose 15–22.5 dB.
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Glossary and Abbreviations
line port
Hardware that provides the access point to a communications system for each circuit associated
with a telephone or data terminal.
link
A transmitter-receiver channel that connects two systems.
link-access procedure on the D-channel (LAPD)
A link-layer protocol on the ISDN-BRI and ISDN-PRI data-link layer (level 2). LAPD provides data
transfer between two devices, and error and flow control on multiple logical links. LAPD is used
for signaling and low-speed packet data (X.25 and mode 3) on the signaling (D-) channel and for
mode-3 data communications on a bearer (B-) channel.
LINL
Local indirect neighbor link
local area network (LAN)
A networking arrangement designed for a limited geographical area. Generally, a LAN is limited in
range to a maximum of 6.2 miles and provides high-speed carrier service with low error rates.
Common configurations include daisy chain, star (including circuit-switched), ring, and bus.
logical link
The communications path between a processor and a BRI terminal.
loop-start trunk
A trunk on which, after establishing a connection with a distant switching system for an outgoing
call, the system waits for a signal on the loop formed by the trunk leads before sending the digits
of the called number.
LSU
Local storage unit
LWC
Leave Word Calling
M
MAC
Medium access
MADU
Modular asynchronous data unit
main distribution frame (MDF)
A device that mounts to the wall inside the system equipment room. The MDF provides a
connection point from outside telephone lines to the PBX switch and to the inside telephone
stations.
main-satellite-tributary
A private network configuration that can either stand alone or access an ETN. A main switch
provides interconnection, via tie trunks, with one or more subtending switches, called satellites; all
attendant positions for the main/satellite configuration; and access to and from the public
network. To a user outside the complex, a main/satellite configuration appears as one switch, with
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Glossary and Abbreviations
one listed directory number (LDN). A tributary switch is connected to the main switch via tie
trunks, but has its own attendant positions and LDN.
maintenance
Activities involved in keeping a telecommunications system in proper working condition: the
detection and isolation of software and hardware faults, and automatic and manual recovery from
these faults.
management terminal
The terminal that is used by the system administrator to administer the switch. The terminal may
also be used to access the BCMS feature.
major alarm
An indication of a failure that has caused critical degradation of service and requires immediate
attention. Major alarms are automatically displayed on LEDs on the attendant console and
maintenance or alarming circuit pack, logged to the alarm log, and reported to a remote
maintenance facility, if applicable.
Manual-In work mode
One of four agent work modes: the mode in which an agent is ready to process another call
MAP
Maintenance action process
MAPD
Multiapplication platform for DEFINITY
MA-UUI
Message-Associated User-to-User Signaling
Mbps
Megabits per second
M-Bus
Memory bus
Mbyte
Megabyte
MCC
Multicarrier cabinet
MCS
Message Center Service
MCT
Malicious Call Trace
MCU
Multipoint control unit
MDF
Main distribution frame
MDM
Modular data module
MDR
Message detail record
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Glossary and Abbreviations
MEM
Memory
memory
A device into which information can be copied and held, and from which information can later be
obtained.
memory shadowing link
An operating-system condition that provides a method for memory-resident programs to be more
quickly accessed, allowing a system to reboot faster.
message center
An answering service that supplies agents to and stores messages for later retrieval.
message center agent
A member of a message-center hunt group who takes and retrieves messages for voice-terminal
users.
MET
Multibutton electronic telephone
MF
Multifrequency
MFB
Multifunction board
MFC signaling
Multifrequency-compelled signaling
MHz
Megahertz
MIM
Management information message
minor alarm
An indication of a failure that could affect customer service. Minor alarms are automatically
displayed on LEDs on the attendant console and maintenance or alarming circuit pack, sent to
the alarm log, and reported to a remote maintenance facility, if applicable.
MIPS
Million instructions per second
MIS
Management information system
MISCID
Miscellaneous identification
MMCS
Multimedia Call Server
MMCH
Multimedia call handling
MMI
Multimedia interface
MMS
Material Management Services
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Glossary and Abbreviations
MO
Maintenance object
modem
A device that converts digital data signals to analog signals for transmission over telephone
circuits. The analog signals are converted back to the original digital data signals by another
modem at the other end of the circuit.
modem pooling
A capability that provides shared conversion resources (modems and data modules) for
cost-effective access to analog facilities by data terminals. When needed, modem pooling inserts
a conversion resource into the path of a data call. Modem pooling serves both outgoing and
incoming calls.
modular processor data module (MPDM)
A processor data module (PDM) that can be configured to provide several kinds of interfaces
(RS-232C, RS-449, and V.35) to customer-provided data terminal equipment (DTE). See also
processor data module (PDM).
modular trunk data module (MTDM)
A trunk data module that can be configured to provide several kinds of interfaces (RS-232,
RS-449, and V.35) to customer-provided data terminal equipment.
modulator-demodulator
See modem.
monitored call
MOS
Message-oriented signaling
MPDM
Modular processor data module
MS
Message server
ms
Millisecond
MS/T
Main satellite/tributary
MSA
Message servicing adjunct
MSG
Message service
MSL
Material stocking location
MSM
Modular System Management
MSS
Mass storage system
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Glossary and Abbreviations
MSSNET
Mass storage/network control
MT
Management terminal
MTDM
Modular trunk data module
MTP
Maintenance tape processor
MTT
Multitasking terminal
multiappearance voice terminal
A terminal equipped with several call-appearance buttons for the same extension, allowing the
user to handle more than one call on that same extension at the same time.
Multicarrier cabinet
A structure that holds one to five carriers. See also single-carrier cabinet.
Multifrequency Compelled (MFC) Release 2 (R2) signaling
A signal consisting of two frequency components, such that when a signal is transmitted from a
switch, another signal acknowledging the transmitted signal is received by the switch. R2
designates signaling used in the United States and in countries outside the United States.
multiplexer
A device used to combine a number of individual channels into a single common bit stream for
transmission.
multiplexing
A process whereby a transmission facility is divided into two or more channels, either by splitting
the frequency band into a number of narrower bands or by dividing the transmission channel into
multirate
The new N x DS0 service (see N x DS0).
MWL
Message-waiting lamp
N
N+1
Method of determining redundant backup requirements. Example: if four rectifier modules are
required for a DC-powered single-carrier cabinet, a fifth rectifier module is installed for backup.
N x DS0
N x DS0, equivalently referred to as N x 64 kbps, is an emerging standard for wideband calls
separate from H0, H11, and H12 ISDN channels. The emerging N x DS0 ISDN multirate circuit
mode bearer service will provide circuit-switched calls with data-rate multiples of 64 kbps up to
1536 kbps on a T1 facility or up to 1920 kbps on an E1 facility. In the switch, N x DS0 channels will
range up to 1984 kbps using NFAS E1 interfaces.
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Glossary and Abbreviations
NANP
North American Numbering Plan
narrowband
A circuit-switched call at a data rate up to and including 64 kbps. All nonwideband switch calls
are considered narrowband.
native terminal support
A predefined terminal type exists in switch software, eliminating the need to alias the terminal (that
is, manually map call appearances and feature buttons onto some other natively supported
terminal type).
NAU
Network access unit
NCA/TSC
Noncall-associated/temporary-signaling connection
NCOSS
Network Control Operations Support Center
NCSO
National Customer Support Organization
NEC
National Engineering Center
NEMA
National Electrical Manufacturer’s Association
NETCON
Network-control circuit pack
network
A series of points, nodes, or stations connected by communications channels.
network-specific facility (NSF)
An information element in an ISDN-PRI message that specifies which public-network service is
used. NSF applies only when Call-by-Call Service Selection is used to access a public-network
service.
network interface
A common boundary between two systems in an interconnected group of systems.
NFAS
NI
Network interface
NID
Network Inward Dialing
NM
Network management
NN
National number
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Glossary and Abbreviations
node
A switching or control point for a network. Nodes are either tandem (they receive signals and pass
them on) or terminal (they originate or terminate a transmission path).
Nonfacility-associated signaling (NFAS)
A method that allows multiple T1 and/or E1 facilities to share a single D-channel to form an
ISDN-PRI. If D-channel backup is not used, one facility is configured with a D-channel, and the
other facilities that share the D-channel are configured without D-channels. If D-channel backup is
used, two facilities are configured to have D-channels (one D-channel on each facility), and the
other facilities that share the D-channels are configured without D-channels.
NPA
Numbering-plan area
NPE
Network processing element
NQC
Number of queued calls
NSE
Night-service extension
NSU
Network sharing unit
null modem cable
Special wiring of an RS-232-C cable such that a computer can talk to another computer (or to a
printer) without a modem.
NXX
Public-network office code
O
OA
Operator assisted
occurrence
OCM
Outbound Call Management
offered load
The traffic that would be generated by all the requests for service occurring within a monitored
interval, usually one hour.
ONS
On-premises station
OPS
Off-premises station
OPX
Off-premises extension
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Glossary and Abbreviations
OQT
Oldest queued time
OSHA
Occupational Safety and Health Act
OSI
Open Systems Interconnect
OSS
Operations Support System
OSSI
Operational Support System Interface
OTDR
Optical time-domain reflectometer
othersplit
The work state that indicates that an agent is currently active on another split’s call, or in ACW for
another split.
OTQ
Outgoing trunk queuing
outgoing gateway
A PBX that routes an incoming call on a trunk administered for Supplementary Services Protocol B
to a trunk not administered for Supplementary Services Protocol B.
P
PACCON
Packet control
packet
A group of bits (including a message element, which is the data, and a control information
element (IE), which is the header) used in packet switching and transmitted as a discrete unit. In
each packet, the message element and control IE are arranged in a specified format. See also
packet bus and packet switching.
packet bus
A wide-bandwidth bus that transmits packets.
packet switching
A data-transmission technique whereby user information is segmented and routed in discrete
data envelopes called packets, each with its own appended control information, for routing,
sequencing, and error checking. Packet switching allows a channel to be occupied only during
the transmission of a packet. On completion of the transmission, the channel is made available for
PAD
Packet assembly/disassembly
paging trunk
A telecommunications channel used to access an amplifier for loudspeaker paging.
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Glossary and Abbreviations
party/extension active on call
A party is on the call if he or she is actually connected to the call (in active talk or in held state). An
originator of a call is always a party on the call. Alerting parties, busy parties, and tones are not
parties on the call.
PBX
Private branch exchange
PC
See personal computer (PC).
PCM
PCOL
Personal central-office line
PCOLG
Personal central-office line group
PCS
Permanent switched calls
PDM
PDS
Premises Distribution System
PE
Processing element
PEC
Price element code
PEI
Processor element interchange
personal computer (PC)
A personally controllable microcomputer.
PGATE
Packet gateway
PGN
Partitioned group number
PI
Processor interface
PIB
Processor interface board
pickup group
A group of individuals authorized to answer any call directed to an extension within the group.
PIDB
Product image database
PKTINT
Packet interface
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PL
Private line
PLS
Premises Lightwave System
PMS
Property Management System
PN
Port network
PNA
Private network access
POE
Processor occupancy evaluation
POP
Point of presence
port
A data- or voice-transmission access point on a device that is used for communicating with other
devices.
port carrier
A carrier in a multicarrier cabinet or a single-carrier cabinet containing port circuit packs, power
units, and service circuits. Also called a port cabinet in a single-carrier cabinet.
port network (PN)
A cabinet containing a TDM bus and packet bus to which the following components are
connected: port circuit packs, one or two tone-clock circuit packs, a maintenance circuit pack,
service circuit packs, and (optionally) up to four expansion interface (EI) circuit packs in
DEFINITY ECS. Each PN is controlled either locally or remotely by a switch processing element
port-network connectivity
The interconnection of port networks (PNs), regardless of whether the configuration uses direct or
switched connectivity.
PPM
1. Parts per million
2. Periodic pulse metering
PPN
PRI
See Primary Rate Interface (PRI).
primary extension
The main extension associated with the physical voice or data terminal.
Primary Rate Interface (PRI)
A standard ISDN frame format that specifies the protocol used between two or more
communications systems. PRI runs at 1.544 Mbps and, as used in North America, provides 23
64-kbps B-channels (voice or data) and one 64-kbps D-channel (signaling). The D-channel is the
24th channel of the interface and contains multiplexed signaling information for the other 23
channels.
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Glossary and Abbreviations
PRI endpoint (PE)
The wideband switching capability introduces PRI endpoints on switch line-side interfaces. A PRI
endpoint consists of one or more contiguous B-channels on a line-side T1 or E1 ISDN PRI facility
and has an extension. Endpoint applications have call-control capabilities over PRI endpoints.
principal
A terminal that has its primary extension bridged on one or more other terminals.
principal (user)
A person to whom a telephone is assigned and who has message-center coverage.
private network
A network used exclusively for the telecommunications needs of a particular customer.
private network office code (RNX)
The first three digits of a 7-digit private network number.
PROCR
Processor
processor carrier
processor data module (PDM)
A device that provides an RS-232C DCE interface for connecting to data terminals, applications
processors (APs), and host computers, and provides a DCP interface for connection to a
processor port network (PPN)
A port network controlled by a switch-processing element that is directly connected to that PN’s
processor port network (PPN) control carrier
A carrier containing the maintenance circuit pack, tone/clock circuit pack, and SPE circuit packs
for a processor port network (PPN) and, optionally, port circuit packs.
Property Management System (PMS)
A stand-alone computer used by lodging and health-services organizations for services such as
reservations, housekeeping, and billing.
protocol
A set of conventions or rules governing the format and timing of message exchanges to control
data movement and correction of errors.
PSC
Premises service consultant
PSDN
Packet-switch public data network
PT
Personal terminal
PTC
Positive temperature coefficient
PTT
Postal Telephone and Telegraph
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Glossary and Abbreviations
public network
The network that can be openly accessed by all customers for local and long-distance calling.
pulse-code modulation (PCM)
An extension of pulse-amplitude modulation (PAM) in which carrier-signal pulses modulated by an
analog signal, such as speech, are quantized and encoded to a digital, usually binary, format.
Q
QPPCN
Quality Protection Plan Change Notice
OSIG
QSIG is a set of open standards for Enterprise networking. It is a protocol defining message
exchanges. It includes a basic call setup procedure as well as a list of supplementary services.
quadrant
A group of six contiguous DS0s in fixed locations on an ISDN-PRI facility. Note that this term
comes from T1 terminology (one-fourth of a T1), but there are five quadrants on an E1 ISDN-PRI
facility (30B + D).
queue
An ordered sequence of calls waiting to be processed.
queuing
The process of holding calls in order of their arrival to await connection to an attendant, to an
answering group, or to an idle trunk. Calls are automatically connected in first-in, first-out
sequence.
R
RAM
See random-access memory (RAM).
random-access memory (RAM)
A storage arrangement whereby information can be retrieved at a speed independent of the
location of the stored information.
RBS
Robbed-bit signaling
RC
Radio controller
RCL
Restricted call list
read-only memory (ROM)
A storage arrangement primarily for information-retrieval applications.
recall dial tone
Tones signalling that the system has completed a function (such as holding a call) and is ready to
accept dialing.
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Glossary and Abbreviations
redirection criteria
Information administered for each voice terminal’s coverage path that determines when an
incoming call is redirected to coverage.
Redirection on No Answer
An optional feature that redirects an unanswered ringing ACD call after an administered number
of rings. The call is then redirected back to the agent.
remote home numbering-plan area code (RHNPA)
A foreign numbering-plan area code that is treated as a home area code by the Automatic Route
Selection (ARS) feature. Calls can be allowed or denied based on the area code and the dialed
CO code rather than just the area code. If the call is allowed, the ARS pattern used for the call is
determined by these six digits.
Remote Operations Service Element (ROSE)
A CCITT and ISO standard that defines a notation and services that support interactions between
the various entities that make up a distributed application.
REN
Ringer equivalency number
reorder tone
A tone to signal that at least one of the facilities, such as a trunk or a digit transmitter, needed for
the call was not available.
report scheduler
Software that is used in conjunction with the system printer to schedule the days of the week and
time of day that the desired reports are to be printed.
RFP
Request for proposal
RHNPA
See remote home numbering-plan area code (RHNPA).
RINL
Remote indirect neighbor link
RISC
Reduced-instruction-set computer
RLT
Release-link trunk
RMATS
Remote Maintenance, Administration, and Traffic System
RNX
Route-number index (private network office code)
ROM
RPN
Routing-plan number
RS-232C
A physical interface specified by the Electronic Industries Association (EIA). RS-232C transmits
and receives asynchronous data at speeds of up to 19.2 kbps over cable distances of up to 50
feet.
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Glossary and Abbreviations
RS-449
Recommended Standard 449
RSC
Regional Support Center
ROSE
S
S1
The first logical signalling channel of DCP. The channel is used to provide signaling information
for DCP’s I1 channel.
S2
The second logical signaling channel of DCP. The channel is used to provide signaling
information for DCP’s I2 channel.
SABM
Set Asynchronous Balance Mode
SAC
Send All Calls
SAKI
See sanity and control interface (SAKI).
sanity and control interface (SAKI)
A custom VLSI microchip located on each port circuit pack. The SAKI provides address
recognition, buffering, and synchronization between the angel and the five control time slots that
make up the control channel. The SAKI also scans and collects status information for the angel on
its port circuit pack and, when polled, transmits this information to the archangel.
SAT
System access terminal
SCC
2. Serial communications controller
SCD
Switch-control driver
SCI
Switch communications interface
SCO
System control office
SCOTCH
Switch Conferencing for TDM Bus in Concentration Highway
SCSI
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Glossary and Abbreviations
SDDN
Software-Defined Data Network
SDI
Switched Digital International
SDLC
Synchronous data-link control
SDN
Software-defined network
SFRL
Single-frequency return loss
SID
Station-identification number
simplex system
A system that has no redundant hardware.
simulated bridged appearance
The same as a temporary bridged appearance; allows the terminal user (usually the principal) to
bridge onto a call that had been answered by another party on his or her behalf.
single-carrier cabinet
A combined cabinet and carrier unit that contains one carrier. See also Multicarrier cabinet.
single-line voice terminal
A voice terminal served by a single-line tip and ring circuit (models 500, 2500, 7101A, 7103A).
SIT
Special-information tones
small computer system interface (SCSI)
An ANSI bus standard that provides a high-level command interface between host computers
and peripheral devices.
SMDR
Station Message Detail Recording, known as Call Detail Recording in DEFINITY ECS.
SN
Switch Node
SNA
Systems Network Architecture
SNC
Switch Node Clock
SNI
Switch Node Interface
SNMP
Simple Network Management Protocol
software
A set of computer programs that perform one or more tasks.
SPE
Switch Processing Element
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Glossary and Abbreviations
SPID
Service Profile Identifier
split
See ACD work mode.
split condition
A condition whereby a caller is temporarily separated from a connection with an attendant. A split
condition automatically occurs when the attendant, active on a call, presses the start button.
split number
The split’s identity to the switch and BCMS.
split report
A report that provides historical traffic information for internally measured splits.
split (agent) status report
A report that provides real-time status and measurement data for internally measured agents and
the split to which they are assigned.
SSI
Standard serial interface
SSM
Single-site management
SSV
Station service
ST3
Stratum 3 clock board
staffed
Indicates that an agent position is logged in. A staffed agent functions in one of four work modes:
Auto-In, Manual-In, ACW, or AUX-Work.
STARLAN
Star-Based Local Area Network
Station Message Detail Recording (SMDR)
An obsolete term now called CDR — a switch feature that uses software and hardware to record
call data. See Call Detail Recording (CDR).
standard serial interface (SSI)
A communications protocol developed for use with 500-type business communications terminals
(BCTs) and 400-series printers.
status lamp
A green light that shows the status of a call appearance or a feature button by the state of the light
(lit, flashing, fluttering, broken flutter, or unlit).
stroke counts
A method used by ACD agents to record up to nine customer-defined events per call when CMS
is active.
SVN
Security-violation notification
switch
Any kind of telephone switching system. See also communications system.
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Glossary and Abbreviations
switchhook
The buttons located under the receiver on a voice terminal.
switch-node (SN) carrier
A carrier containing a single switch node, power units, and, optionally, one or two DS1 converter
circuit packs. An SN carrier is located in a center-stage switch.
switch-node (SN) clock
The circuit pack in an SN carrier that provides clock and maintenance alarm functions and
environmental monitors.
switch-node interface (SNI)
The basic building block of a switch node. An SNI circuit pack controls the routing of circuit,
packet, and control messages.
switch-node link (SNL)
The hardware that provides a bridge between two or more switch nodes. The SNL consists of the
two SNI circuit packs residing on the switch nodes and the hardware connecting the SNIs. This
hardware can include lightwave transceivers that convert the SNI’s electrical signals to light
signals, the copper wire that connects the SNIs to the lightwave transceivers, a full-duplex
fiber-optic cable, DS1 converter circuit cards and DS1 facilities if a company does not have rights
to lay cable, and appropriate connectors.
switch-processing element (SPE)
A complex of circuit packs (processor, memory, disk controller, and bus-interface cards) mounted
in a PPN control carrier. The SPE serves as the control element for that PPN and, optionally, for
one or more EPNs.
SXS
Step-by-step
synchronous data transmission
A method of sending data in which discrete signal elements are sent at a fixed and continuous
rate and specified times. See also association.
SYSAM
System Access and Administration
system administrator
The person who maintains overall customer responsibility for system administration. Generally, all
administration functions are performed from the Management Terminal. The switch requires a
special login, referred to as the system administrator login, to gain access to
system-administration capabilities.
system printer
An optional printer that may be used to print scheduled reports via the report scheduler.
system report
A report that provides historical traffic information for internally measured splits.
system-status report
A report that provides real-time status information for internally measured splits.
system manager
A person responsible for specifying and administering features and services for a system.
system reload
A process that allows stored data to be written from a tape into the system memory (normally after
a power outage).
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Glossary and Abbreviations
T
T1
A digital transmission standard that in North America carries traffic at the DS1 rate of 1.544 Mbps.
A T1 facility is divided into 24 channels (DS0s) of 64 kbps. These 24 channels, with an overall
digital rate of 1.536 Mbps, and an 8-kbps framing and synchronization channel make up the
1.544-Mbps transmission. When a D-channel is present, it occupies channel 24. T1 facilities are
also used in Japan and some Middle-Eastern countries.
TAAS
Trunk Answer from Any Station
TABS
Telemetry asynchronous block serial
TAC
Trunk-access code
tandem switch
A switch within an electronic tandem network (ETN) that provides the logic to determine the best
route for a network call, possibly modifies the digits outpulsed, and allows or denies certain calls
to certain users.
tandem through
The switched connection of an incoming trunk to an outgoing trunk without human intervention.
tandem tie-trunk network (TTTN)
A private network that interconnects several customer switching systems.
TC
Technical consultant
TCM
Traveling class mark
TDM
See time-division multiplexing (TDM).
TDR
Time-of-day routing
TEG
Terminating extension group
terminal
A device that sends and receives data within a system. See also administration terminal.
tie trunk
A telecommunications channel that directly connects two private switching systems.
time-division multiplex (TDM) bus
A bus that is time-shared regularly by preallocating short time slots to each transmitter. In a PBX,
all port circuits are connected to the TDM bus, permitting any port to send a signal to any other
port.
time-division multiplexing (TDM)
Multiplexing that divides a transmission channel into successive time slots. See also multiplexing.
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Glossary and Abbreviations
time interval
The period of time, either one hour or one-half hour, that BCMS measurements are collected for a
reports.
time slice
See time interval.
time slot
64 kbps of digital information structured as eight bits every 125 microseconds. In the switch, a
time slot refers to either a DS0 on a T1 or E1 facility or a 64-kbps unit on the TDM bus or fiber
connection between port networks.
time slot sequence integrity
The situation whereby the N octets of a wideband call that are transmitted in one T1 or E1 frame
arrive at the output in the same order that they were introduced.
to control
An application can invoke Third Party Call Control capabilities using either an adjunct-control or
domain-control association.
to monitor
An application can receive event reports on an active-notification, adjunct-control, or
domain-control association.
TOD
Time of day
tone ringer
A device with a speaker, used in electronic voice terminals to alert the user.
TOP
Task-oriented protocol
trunk
A dedicated telecommunications channel between two communications systems or COs.
trunk allocation
The manner in which trunks are selected to form wideband channels.
trunk-data module
A device that connects off-premises private-line trunk facilities and DEFINITY ECS. The trunk-data
module converts between the RS-232C and the DCP, and can connect to DDD modems as the
DCP member of a modem pool.
trunk group
Telecommunications channels assigned as a group for certain functions that can be used
interchangeably between two communications systems or COs.
TSC
Technical Service Center
TTI
Terminal translation initialization
TTR
Touch-tone receiver
TTT
Terminating trunk transmission
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Glossary and Abbreviations
TTTN
TTY
Teletypewriter
U
UAP
Usage-allocation plan
UART
Universal asynchronous transmitter
UCD
Uniform call distribution
UCL
Unrestricted call list
UDP
See Uniform Dial Plan (UDP).
UL
Underwriter Laboratories
UM
User manager
Uniform Dial Plan (UDP)
A feature that allows a unique 4- or 5-digit number assignment for each terminal in a multiswitch
configuration such as a DCS or main-satellite-tributary system.
UNMA
Unified Network Management Architecture
UNP
Uniform numbering plan
UPS
Uninterruptible power supply
USOP
User service-order profile
UUCP
UNIX-to-UNIX Communications Protocol
UUI
User-to-user information
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Glossary and Abbreviations
V
VAR
Value-added reseller
VDN
See vector directory number (VDN).
vector directory number (VDN)
An extension that provides access to the Vectoring feature on the switch. Vectoring allows a
customer to specify the treatment of incoming calls based on the dialed number.
vector-controlled split
A hunt group or ACD split administered with the vector field enabled. Access to such a split is
possible only by dialing a VDN extension.
VIS
Voice Information System
VLSI
Very-large-scale integration
VM
Voltmeter
VNI
Virtual nodepoint identifier
voice terminal
A single-line or multiappearance telephone.
W
WATS
See Wide Area Telecommunications Service (WATS).
WCC
World-Class Core
WCR
World-Class Routing
WCTD
World-Class Tone Detection
WFB
Wireless fixed base
Wide Area Telecommunications Service (WATS)
A service in the United States that allows calls to certain areas for a flat-rate charge based on
expected usage.
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Glossary and Abbreviations
wideband
A circuit-switched call at a data rate greater than 64 kbps. A circuit-switched call on a single T1 or
E1 facility with a bandwidth between 128 and 1536 (T1) or 1984 (E1) kbps in multiples of 64 kbps.
H0, H11, H12, and N x DS0 calls are wideband.
wideband access endpoint
Access endpoints, extended with wideband switching to include wideband access endpoints. A
wideband access endpoint consists of one or more contiguous DS0s on a line-side T1 or E1
facility and has an extension. The Administered Connections feature provides call control for calls
originating from wideband access endpoints.
wink-start tie trunk
A trunk with which, after making a connection with a distant switching system for an outgoing call,
the system waits for a momentary signal (wink) before sending the digits of the called number.
Similarly, on an incoming call, the system sends the wink signal when ready to receive digits.
work mode
One of four states (Auto-In, Manual-In, ACW, AUX-Work) that an ACD agent can be in. Upon
logging in, an agent enters AUX-Work mode. To become available to receive ACD calls, the agent
enters Auto-In or Manual-In mode. To do work associated with a completed ACD call, an agent
enters ACW mode.
work state
An ACD agent may be a member of up to three different splits. Each ACD agent continuously
exhibits a work state for every split of which it is a member. Valid work states are Avail, Unstaffed,
AUX-Work, ACW, ACD (answering an ACD call), ExtIn, ExtOut, and OtherSpl. An agent’s work
state for a particular split may change for a variety of reasons (example: when a call is answered
or abandoned, or the agent changes work modes). The BCMS feature monitors work states and
uses this information to provide BCMS reports.
write operation
The process of putting information onto a storage medium, such as a hard disk.
WSA
Waiting session accept
WSS
Wireless Subscriber System
Z
ZCS
Zero Code Suppression
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Glossary and Abbreviations
GL-52 Issue 5 January 1998
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Index
announcements
applications
Numerics
architecture
ARS, see Automatic Route Selection
ASAI, see CallVisor adjunct switch application interface
Attendant Backup, DEFINITY ECS, Hospitality
Attendant Crisis Alert, DEFINITY ECS, Hospitality
A
Automatic Alternate Routing
adjuncts
administration
Automatic Call Distribution (ACD)
agents
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Index
Call Answering for Nonresident Subscribers,
Automatic Route Selection
B
backup
Call Coverage
Basic Call Management System
Call Prompting
Bearer Capability Class
call redirection
C
cabinets
Call Vectoring
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Index
channels
Class of Restriction
Class of Service
commands
CallVisor adjunct switch application interface (ASAI)
Conference
configurations
DEFINITY ECS with alternate voice/data DS1
connections
between center stage switch and processor port
between processor port networks and expansion port
center stage switches
CentreVu Supervisor
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Index
CONVERSANT
DEFINITY Extender
D
DEFINITY Wireless Business System
Forum Personal Communications Manager
Dialed-Number Identification Service
data modules
digital communications protocol (DCP)
Digital Services 1 (DS1) interface
DEFINITY ECS
directly-connected systems
DEFINITY Enterprise Communications Server (ECS)
distributed communications system (DCS)
Attendant Backup
Attendant Crisis
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Index
duplication
First Party Call Control
E
Forum Personal Communications Manager
equipment
G
Generalized Route Selection
GuestWorks server
expansion port networks
Expert Agent Selection
H
hardware
Extended User Administration of Redirected Calls (Tele-
F
Facility Restriction Level
HOME AGENT
feature transparency, distributed communications system
features
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Index
hunt groups
ISDN
I
ISDN-BRI
implementation
ISDN-PRI
integration
L
interfaces
Look-Ahead Interflow
Interflow
international
M
maintenance
measurements
International Telecommunications Union (ITU)-T standards,
Intraflow
Message Tandeming, DEFINITY ECS, Hospitality
INTUITY
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Index
Mobility solutions
P
modem pools
port networks
Multimedia Call Handling
power
Multimedia Solutions
PRI
processor port networks
N
property management systems
network
Public Network Call Priority
Notification Application Service Element, CallVisor
Q
O
queuing
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Index
scheduling
R
redirection of calls
Service Upgrade Solutions
set values
remote access
Remote Network Access
signalling
reporting
Site Data
skills
software
routing
Software Defined Network (SDN), DCS features not
S
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Index
system
system access
System Management
T
telecommuter module
traffic
telecommuting
translations
trunks
Extended User Administration of Redirected Calls (Tele-
telephones
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Index
U
upgrades
V
vector directory numbers (VDNs)
vectors
video
voice messaging, 10-6
W
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