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Lucent Technologies 555-230-024 Application-Specific Documents

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References

555-230-024

C-6 Issue 5 January 1998

DEFINITY ECS Release 6

—

Basic Call Management System (BCMS)

Operations, Issue 1

, 555-230-706

Provides detailed instructions on how to generate reports and manage the

system. It is intended for telecommunications managers wh o wish to use BCMS

(Basic Call Management System) reports and for system managers respons ible

for maintaining the system. This documentati on 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 adm inistration 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/Swit ch

Application Interface (ASAI) PBX-Host environment. The CallVisor ASA I is a

communications interface that allows adjunct process ors to access switch

Contents

Main Page About This Book 1 2 3 4 5 6 7 8 9 10 11 12 13 14 A Page Page Page Page Page Page Page B C GL IN About This Book What Is the Purpose of This Book? DEFINITY Enterprise Communications Server Release 6.1, Change Description, 555-230-474, Issue 1 DEFINITY Enterprise Communications Server R6.2 Change Description, 555-230-476, Issue 1 Who Should Read This Book? xxii How Should I Use This Book? Conventions Used in This Book system Trademarks and Service Marks xxiv Other References How Can I Order Other Books? How Can I Make Comments About This Book? 555-230-024, Issue 5 DEFINITY Enterprise Communication Server Overview Page Introduction 1-2 DEFINITY ECS Advantages Adaptable Expandable Integrating Reliable/Recoverable State of the Art 1-4 DEFINITY ECS: A Global Multimedia Platform International Capabilities DEFINITY ECS Release 6 Administration and Feature Descrip- tions, Hardware Processor Port Network Expansion Port Network Center Stage Switch 1-6 Carriers and Cabinets Compact Single-Carrier Cabinets 1-8 Compact Modular Cabinets Single-Carrier Cabinets Page Page 1-12 DEFINITY ECS Release 6 Sys- tem Description Pocket Reference, Issue 2, Standard Configurations Page 1-14 Direct-Connect Configurations Center Stage Switch Configurations Reliability and Recoverability Configuring for Reliability/Recoverability 1-16 Standard Reliability High Reliability Page 1-18 Critical Reliability 1-20 Connections to ECS 1-22 Adjunct Connections 1-24 Telephone Connections Network Connections 1-26 Remote Service Power Software Industry Applications 2-2 Higher Education Ensure Reliable Telephone Service Organize Course Offerings and Events Coordinate Information and Services Communicate Easily with the Outside World 2-4 Teach Many Students for Low Cost Plan for Expansion and Innovation 2-6 Healthcare Maximize Resources to Reduce Costs Improve Response in a Busy Urban Environment 2-8 Maximize Productivity and Efficiency Provide Highly Efficient Phone Service 2-10 Promote Wellness and Satisfaction with Easy Access to Information within the Community Improve Accessibility to Specialists 2-12 Maintain Skills and Collaborative Relationships Regardless of Location Hospitality Control Costs 2-14 Improve Operating Efficiency and Safety Enhance Guest Services Specialized DEFINITY ECS Solutions 2-16 Financial Services Control Costs Tenant Partitioning Automate Routine Transactions Network Regional and Global Offices 2-18 Q-SIG Global Networking Call Center Group Video Systems Improve Customer Service 2-20 Wholesale Distribution Provide Convenient Access to Product Information Automate or Streamline Ordering Procedures Provide Retailer Feedback to Suppliers 2-22 Call Center Solutions Automatic Call Distribution Expert Agent Selection Call Prompting Look-Ahead Interflow Automatic Call Distribution (ACD) Page 3-4 Call Vectoring 3-6 Vector Directory Numbers and Vectors Applications Special Treatment for Selected Callers Night Treatment Look-Ahead Interflow 3-8 Call Prompting Expert Agent Selection Call Distribution Based on Skill Logical Agent Calls 3-10 Name Voice Response Integration CallVisor Adjunct Switch Application Interface Home Agent/DEFINITY Extender 3-12 CentreVu Call Management System CentreVu Supervisor Basic Call Management System 3-14 Call Center Summary Page 3-16 Page 3-18 Computer-Telephone Integration Solutions 4-2 DEFINITY PC Console CallVisor Adjunct Switch Application Interface Capabilities 4-4 Architecture Application Programming Interface 4-6 CallVisor for UNIX Page 4-8 CallVisor ASAI Gateway CallVisor Services CallVisor ASAI Maintenance Services Other Vendor Products 4-10 PassageWay PassageWay Direct Connection 4-12 PassageWay Fast Call for Direct Connection 4-14 PassageWay Telephony Services Hospitality Solutions server 5-2 Chapter 2, "Industry Applications". 5-4 INTUITY Lodging Fax Messaging Language Options Call Accounting Additional Features 5-6 DEFINITY ECS Hospitality Enhancements server Message Tandeming Attendant Backup Attendant Crisis Alert E911/CAMA Trunk 5-8 Communications with Property Management Systems Mobility Solutions mobile. Cordless Solution 6-2 Medium Range Mobility Solution Long Range Mobility Solutions 6-4 DEFINITY Wireless Business System Forum Personal Communications Manager Page Page Telecommuting Solutions DEFINITY Extender Lucent Technologies TelecommuterModule 7-2 DEFINITY ECS Features for Telecommuting Remote Call Coverage/ Call Forwarding Off-Net Extended User Administration of Redirected Calls (Telecommuting Access) Personal Station Access Multiple Personal Greetings Station Security Codes DFEFINITY ECS R5.4 Administration and Feature Description 7-4 Outcalling Call Answering for Nonresident Subscribers Priority Outcalling CONVERSANT Features for Telecommuting Data Management Solutions Data Communications Capabilities 8-2 Data Management Features n Page 8-4 Digital Interfaces Digital Communications Protocol Digital Multiplexed Interfa ce 8-6 ISDN-PRI ISDN-BRI Data Modules High Speed Links 8-8 7000-Series Data Modules 8000-Series Data Modules Asynchronous Data Unit Modems and Modem Pooling 8-10 Mode Code Interface Page Voice Processing Solutions 9-2 DEFINITY AUDIX Voice Messaging System Reliability and Security 9-4 Easy Installation and Expansion Improved Clarity The Best Solution Worldwide Summary of DEFINITY AUDIX Features 9-6 Automatic Message Scan Turn off AUDIX Call Answering Fax Messaging INTUITY Messaging Solutions Pre-Addressing Integrated Messaging local area network Message Manager software INTUITY Lodging INTUITY Message Manager 9-8 Voice Messaging Systems and Call Coverage INTUITY CONVERSANT System Page 9-10 CONVERSANT Form Filler Plus Desktop Solutions Telephone Features Page Integrated Announcements Integrated Directory Last Number Dialed 10-4 Leave Word Calling Call Coverage Coverage Paths for a Manager 10-6 Voice Messaging and Call Coverage Message-Retrieval Options Telephones and Workstations Telephones Analog (Single-Line) Telephones 10-8 DCP Telephones ISDN BRI Telephones Telephones for the Global Marketplace 8400 Series Telephones Page 10-10 9400 Series Telephones Page 10-12 6400 Series Telephones Telephone Self Administration Group Listen Teleconferencing Products Quorum A-28 Conference Bridge SoundStation Audioconferencing Systems 10-14 clipping Page Page Multimedia Solutions Multimedia complex 11-2 High-Level feature description Multimedia Call Handling 11-4 Page 11-6 Multimedia Applications Server Interface Video Products and Services Group Video System 11-8 Desktop Conferencing Systems MultiPoint Control Unit 11-10 Arranging Conferences Networking Solutions QSIG Global Networking 12-2 World Class Routing Network Management Features Time of Day Routing 12-4 Automatic Route Selection Automatic Alternate Routing Additional Network Feature Path Replacement Look Ahead Routing Generalized Route Selection Facility Restriction Level 12-6 Bearer Capability Class Remote Network Access Public Network Call Priority Call Retention Mode of Release Control Forced Disconnect 12-8 Network Interfaces and Equipment Trunk Group Circuits Local Exchange Trunks Tie Trunks Auxiliary Trunks Miscellaneous Trunks 12-10 Digital Interfaces E1 Interface T1 Interfaces Stratum 3 Clock 12-12 ISDN Page 12-14 Page 12-16 Centralized Attendant Service Main/Satellite/Tributary 12-18 Electronic Tandem Network Distributed Communication System Integrated SDN and Non-Integrated SDN 12-20 Distributed Communications System and ISDN Wideband Signaling 12-22 Service Upgrade Solutions 13-2 Connecting to a Network Amortizing Replacement Costs Ensuring Uninterrupted Service Storing New Equipment Making Optimum Use of Available Lines Re-training Administrators Backward Compatibility 13-4 Seamless Integration System Management Solutions 14-2 System Management Terminal and Applications DEFINITY ECS Management Terminal DEFINITY G3 Management Applications Page 14-4 TERRANOVA ECS Administration OneVision Enterprise Network Management Applications DEFINITY G3 Fault Management DEFINITY G3 Proxy Agent System Access System Access Interface Support 14-6 Concurrent User Sessions Host Interface Terminal Administration Administration Without Hardware Terminal Translation Initia lization 14-8 Scheduling save translation Basic Reporting Performance Measurements 14-10 Page 14-12 G3 Management Applications Reports and Data Acquisition Utilities ECS Reports Generator Page 14-14 Call Charge Information Call Detail Recording Call Detail Recording Features Call Detail Recording Devices Call Accounting Systems 14-16 Call Accounting System for Windows Call Accounting System Terminal INTUITY Call Accounting System Security Security Violation Notification Page A Features DEFINITY ECS Release 6 Administration and Feature Description A-2 Automatic Routing Features Automatic Alternate Routing (AAR) Automatic Route Selection (ARS) AAR/ARS Overlap Sending ! A-4 Look Ahead Routing Subnet Trunking Time of Day Routing Basic Features Abbreviated Dialing Administered Connections Administrable Language Displays Administration Without Hardware A-6 Alternate Operations Support System Alarm Number Answer Detection Attendant Auto-Manual Splitting Attendant Backup Alerting Attendant Call Waiting Attendant Calling of Inward Restricted Stations Attendant Console Attendant Control of Trunk Group Access Attendant Crisis Alert Page Attendant Recall Attendant Release Loop Operation Attendant Serial Calling Audible Message Waiting Audio Information Exchange Interface A-10 Authorization Codes Auto Start and Dont Split Automatic Callback Automatic Circuit Assurance Page A-12 Bulletin Board Busy Verification of Terminals and Trunks Call Charge Information Call Coverage Call Detail Recording Call Forwarding Page Page Page Page Page Group Paging Hold Hold Automatic Hunt Groups A-20 Individual Attendant Access Integrated Directory Integrated Services Digital Network Basic Rate Interface (ISDN-BRI) Intercept Treatment Intercom Automatic Intercom Dial Internal Automatic Answer Last Number Dialed Leave Word Calling A-22 Line Lockout Listed Directory Number Loudspeaker Paging Access Manual Message Waiting Manual signaling Misoperation Handling Preselection Idle Appearance Preference Preference A-24 Music-on-Hold Access Night Service Page Page Page Page Tenant Partitioning Terminal Translation Initia lization Terminating Extension Group Timed Reminder and Attendant Timers A-30 Transfer Transfer Outgoing Trunk to Outgoing Trunk Trunk Flash Trunk Group Busy/Warning Indicators to Attendant Trunk Identification By Attendant Trunk-to-Trunk Transfer Visually Impaired Attendant Service A-32 Voice Message Retrieval Voice Terminal Alerting Options Voice Terminal Display Whisper Page Call Center Features Abandoned Call Search Add/Remove Skills Agent Call Handling Auto-Available Split A-34 Automatic Call Distribution Basic Call Management System Call Management System (CMS) Call Prompting Page A-36 Direct Agent Announcement Expert Agent Selection Flexible Billing Inbound Call Management Page A-38 Redirection on No Answer Service Observing VDN in a Coverage Path VDN of Origin Announcement Hospitality Features Attendant Room Status Automatic Wakeup Page Property Management System (PMS) Digit to Insert/Delete Single-Digit Dialing and Mixed Station Numbering Multimedia Features Multimedia call Early Answer on vectors and stations A-42 Multimedia Call Handling Multimedia data conferencing (T.120) via ESM Multimedia multiple-port network Call Detail Recording (CDR) Private Networking Features Centralized Attendant Service Distributed Communications System Page Page A-46 DCS Over ISDN-PRI D-channel DCS Trunk Group Busy/Warning Indication DCS With Reroute Enhanced DCS Extension Number Portability Inter-PBX Attendant Calls Node Number Routing Private Network Access QSIG A-48 QSIG Call Forwarding (Diversion) QSIG Call Offer QSIG Call Transfer QSIG Manufacturers Specific Information (MSI) QSIG Name and Number Identification A-50 QSIG - Called/Busy Name Display QSIG Path Replacement QSIG Path Retention Transit Counter Page A-52 Trunk Group Features DS1 Trunk Service Digital Multiplexed Interfa ce ISDN General R6 BRI Trunk Enhancements NT QSIG Peer Protocol Full ETSI Functionality Automatic TEI Layer 1 Deactivation Page B System Capacity Limits Overview Multiple Offer Categories B-2 System Capacity Limits B-4 Page B-6 Page B-8 Page B-10 Page B-12 Page B-14 Page B-16 Page B-18 System Capacity Limits Issue 5 January 1998 B-19555-230-024 System Capacity Limits B-20 555-230-024 C References Issue 5 Overview, DEFINITY ECS Release 6 C-2 Installation and Maintenance Page C-4 BCS Products Security Handbook, Issue 6 Terminals and Adjuncts Reference, Issue 9 Call Vectoring/EAS Guide, Issue 1 DEFINITY ECS Release 6 Call Center Documents DEFINITY C-6 CentreVu CMS Application-Specific Documents ASAI DEFINITY ECS Release 6 CallVisor ASAI Protocol Reference, Issue 7 DEFINITY ECS Release 6 CallVisor ASAI Technical Reference, Issue 7, DEFINITY ECS Release 6 Call Visor ASAI Overview, Issue 2, C-8 ACD Call Detail Recording Console Operations Hospitality Page Issue 5 January 1998 GL-1555-230-024 GLGlossary and Abbreviations Numerics A 555-230-024GL-2 Issue 5 January 1998 See Third Party Take Control Third Party Take Control, Issue 5 January 1998 GL-3555-230-024 555-230-024GL-4 Issue 5 January 1998 Issue 5 January 1998 GL-5555-230-024 555-230-024GL-6 Issue 5 January 1998 Issue 5 January 1998 GL-7555-230-024 B 555-230-024GL-8 Issue 5 January 1998 Issue 5 January 1998 GL-9555-230-024 C 555-230-024GL-10 Issue 5 January 1998 Third Party Selective Hold, Third Party Reconnect, Third Party Merge Issue 5 January 1998 GL-11555-230-024 event report Call Control International Telecommunications Union 555-230-024GL-12 Issue 5 January 1998 Preferred Issue 5 January 1998 GL-13555-230-024 555-230-024GL-14 Issue 5 January 1998 Issue 5 January 1998 GL-15555-230-024 D 555-230-024GL-16 Issue 5 January 1998 return error Issue 5 January 1998 GL-17555-230-024 555-230-024GL-18 Issue 5 January 1998 Third Party Domain Control Request Third_Party_Domain_Control Third Party Domain Control Issue 5 January 1998 GL-19555-230-024 555-230-024GL-20 Issue 5 January 1998 E Issue 5 January 1998 GL-21555-230-024 555-230-024GL-22 Issue 5 January 1998 F Issue 5 January 1998 GL-23555-230-024 555-230-024GL-24 Issue 5 January 1998 G H Issue 5 January 1998 GL-25555-230-024 I 555-230-024GL-26 Issue 5 January 1998 Issue 5 January 1998 GL-27555-230-024 555-230-024GL-28 Issue 5 January 1998 K Issue 5 January 1998 GL-29555-230-024 L 555-230-024GL-30 Issue 5 January 1998 M Issue 5 January 1998 GL-31555-230-024 See 555-230-024GL-32 Issue 5 January 1998 Issue 5 January 1998 GL-33555-230-024 555-230-024GL-34 Issue 5 January 1998 N Issue 5 January 1998 GL-35555-230-024 555-230-024GL-36 Issue 5 January 1998 O Issue 5 January 1998 GL-37555-230-024 P 555-230-024GL-38 Issue 5 January 1998 Issue 5 January 1998 GL-39555-230-024 555-230-024GL-40 Issue 5 January 1998 Issue 5 January 1998 GL-41555-230-024 Q R 555-230-024GL-42 Issue 5 January 1998 Issue 5 January 1998 GL-43555-230-024 S 555-230-024GL-44 Issue 5 January 1998 Issue 5 January 1998 GL-45555-230-024 555-230-024GL-46 Issue 5 January 1998 Issue 5 January 1998 GL-47555-230-024 T 555-230-024GL-48 Issue 5 January 1998 Third Party Call Control event reports Issue 5 January 1998 GL-49555-230-024 U 555-230-024GL-50 Issue 5 January 1998 V W Issue 5 January 1998 GL-51555-230-024 Z Page IN Index Numerics A B C Page D E F G H I L M N O P Q R S T U V W