Acd, Console Operations | Lucent Technologies 555-230-024 specs

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-8Issue 5 January 1998

555-230-024

Image 298

Lucent Technologies 555-230-024 manual Acd, Console Operations

Contents

Definity Trademarks Contents Industry Applications Call Center Solutions Computer-Telephone Integration Solutions Mobility Solutions Voice Processing Solutions Multimedia Solutions Networking Solutions Service Upgrade Solutions Features Contents Contents Contents Contents Contents Contents Qsig System Capacity Limits About This Book What Is the Purpose of This Book?What Is in This Book? Who Should Read This Book?Page How Should I Use This Book? Trademarks and Service MarksConventions Used in This Book Voice Power Unix Other References How Can I Order Other Books? How Can I Make Comments About This Book? About This Book Xxvi Issue 5 January 555-230-024 Introduction Definity Enterprise Communications Server Adaptable Definity ECS AdvantagesExpandable Integrating Reliable/RecoverableState of the Art International Capabilities Definity ECS a Global Multimedia Platform Processor Port Network Center Stage SwitchHardware Expansion Port Network Carriers and Cabinets Compact Single-Carrier Cabinets Compact Single-Carrier Cabinet Compact Modular Cabinets Shows a Compact Modular Cabinet Single-Carrier Cabinets Shows a typical single-carrier cabinet Typical Cabinet Stack Four Cabinets Maximum Multicarrier Cabinets Shows a typical multicarrier cabinet Standard Configurations Standard Configurations Direct-Connect Configurations Center Stage Switch Configurations Reliability and Recoverability Configuring for Reliability/Recoverability Standard Reliability High Reliability High Reliability, Directly Connected Definity ECS High Reliability Center Stage Definity ECS Critical Reliability 10. Critical Reliability, Directly Connected System 11. Critical Reliability Center Stage ECS System Connections to ECS 12. Typical Definity ECS Connections Adjunct Connections Telephone Connections Network Connections Power Remote ServiceSoftware Industry Applications Higher Education Ensure Reliable Telephone ServiceOrganize Course Offerings and Events Coordinate Information and Services Communicate Easily with the Outside World Teach Many Students for Low Cost Plan for Expansion and Innovation Healthcare Maximize Resources to Reduce Costs Improve Response in a Busy Urban Environment Maximize Productivity and Efficiency Provide Highly Efficient Phone Service Page Improve Accessibility to Specialists Page Hospitality Control Costs Improve Operating Efficiency and Safety Enhance Guest Services Specialized Definity ECS Solutions Financial Services Tenant Partitioning Automate Routine Transactions Network Regional and Global Offices SIG Global Networking Call Center Improve Customer Service Group Video Systems Wholesale Distribution Automate or Streamline Ordering Procedures Provide Convenient Access to Product InformationProvide Retailer Feedback to Suppliers Page Call Center Solutions Automatic Call Distribution ACD A Basic Example of Automatic Call Distribution Page Call Vectoring Special Treatment for Selected Callers Vector Directory Numbers and VectorsApplications Night Treatment Off-loading of Periodic Excess Calls Look-Ahead InterflowInformation Announcements for the Calling Party Call Prompting Expert Agent Selection Call Distribution Based on Skill Logical Agent Direct Agent Calling Voice Response IntegrationReason Codes CallVisor Adjunct Switch Application Interface Home Agent/DEFINITY Extender CentreVu Call Management System CentreVu Supervisor Basic Call Management System Call Center Summary A Definity Call Center On next Call Center Summary Call Center Solutions Computer-Telephone Integration Solutions Definity PC Console Capabilities Page Architecture Application Programming Interface CallVisor for Unix Definity ECS CallVisor Services CallVisor Asai Gateway CallVisor Asai Maintenance Services Other Vendor Products PassageWay PassageWay Direct Connection Page PassageWay Direct Connect Configurations PassageWay Fast Call for Direct Connection PassageWay Telephony Services Hospitality Solutions Definity ECS Definity ECS Hospitality Integration Intuity Lodging Fax Messaging Language Options Additional FeaturesCall Accounting Definity ECS Hospitality Enhancements Attendant BackupMessage Tandeming E911/CAMA Trunk Attendant Crisis Alert Communications with Property Management Systems Mobility Solutions Cordless Solution Medium Range Mobility Solution TransTalk Long Range Mobility Solutions Long Range Mobility Solutions Definity Wireless Business System Forum Personal Communications ManagerPage Mobility Solutions 6Issue 5 January 555-230-024 Definity Extender Telecommuting SolutionsLucent Technologies TelecommuterModule Definity ECS Features for Telecommuting Remote Call Coverage Call Forwarding Off-Net Audix Features for Telecommuting Personal Station AccessStation Security Codes Conversant Features for Telecommuting Data Management Solutions8 Data Communications Capabilities Data Management Features Digital Signal Level Digital Interfaces Digital Communications Protocol Digital Multiplexed Interface ISDN-PRI Data Modules High Speed Links Series Data Modules Asynchronous Data Unit Modems and Modem Pooling Definity ECS Modem Pooling Mode Code Interface Data Management Solutions 12Issue 5 January 555-230-024 Voice Processing Solutions Definity Audix Definity Audix Voice Messaging System Reliability and Security Best Solution Worldwide Easy Installation and ExpansionImproved Clarity Summary of Definity Audix Features Intuity Messaging Solutions Intuity Message Manager Intuity Conversant System Voice Messaging Systems and Call CoveragePage Conversant Form Filler Plus Desktop Solutions10 Telephone Features Conference Abbreviated DialingBridged Call Appearance Display of ISDN/PPM Charge Integrated Directory Integrated AnnouncementsLast Number Dialed Leave Word Calling Call CoverageWhisper Coverage Paths for a Manager Voice Messaging and Call Coverage Typical Definity ECS Call Coverage Options Telephones Telephones and WorkstationsMessage-Retrieval Options Analog Single-Line Telephones Telephones for the Global Marketplace DCP TelephonesIsdn BRI Telephones Series Telephones 555-230-024 Issue 5 January 1998 Series Telephones Series Telephone Teleconferencing Products Quorum A-28 Conference Bridge SoundStation Audioconferencing Systems Soundstation EX with External Microphones SoundStation SoundStation EX Desktop Solutions 10-16Issue 5 January 555-230-024 Multimedia Solutions11 Multimedia complex High-Level feature description Multimedia Call Handling 11-4Issue 5 January 555-230-024 Definity ECS Multimedia Call Handling Video Products and Services Multimedia Applications Server Interface Group Video System Page Desktop Conferencing Systems MultiPoint Control Unit Arranging Conferences Networking Solutions12 Qsig Global Networking World Class Routing Network Management Features Time of Day Routing Automatic Alternate Routing Additional Network Feature Path ReplacementAutomatic Route Selection Look Ahead Routing Generalized Route Selection Facility Restriction Level Remote Network Access Bearer Capability Class Call Retention Mode of Release ControlPublic Network Call Priority Forced Disconnect Intrusion Authorization CodesNetwork Interfaces and Equipment Re-Ring Auxiliary Trunks Local Exchange TrunksTie Trunks Miscellaneous Trunks E1 Interface Digital InterfacesT1 Interfaces Stratum 3 Clock Isdn Isdn Definity ECS and Isdn Isdn Centralized Attendant Service Main/Satellite/Tributary Electronic Tandem Network SDN Definity ECS as Part of a DCS Wideband Signaling Distributed Communications System and Isdn Isdn Service Upgrade Solutions13 Amortizing Replacement Costs Connecting to a NetworkEnsuring Uninterrupted Service Making Optimum Use Available Lines Re-training AdministratorsStoring New Equipment Backward Compatibility Seamless Integration System Management Solutions Definity ECS Management Terminal System Management Terminal ApplicationsDefinity G3 Management Applications Page Definity G3 Fault Management Terranova ECS AdministrationOneVision Enterprise Network Management Applications System Access Interface Support System AccessDefinity G3 Proxy Agent Concurrent User Sessions Terminal AdministrationAdministration Without Hardware Host Interface Terminal Translation Initialization Scheduling Basic Reporting Performance Measurements Page Page ECS Reports Generator Page Call Charge Information Call Detail Recording FeaturesCall Detail Recording Call Detail Recording Devices Call Accounting Systems Call Accounting System for Windows Call Accounting System Terminal Intuity Call Accounting System SecuritySecurity Violation Notification Call Restrictions Features Automatic Route Selection ARS Automatic Routing FeaturesAutomatic Alternate Routing AAR AAR/ARS Overlap Sending Alternate Facility Restriction Levels AAR/ARS PartitioningFacility Restriction Levels Traveling Class Marks Subnet Trunking Administrable Language Displays Basic FeaturesAdministered Connections Alphanumeric Dialing Answer Detection Alternate Operations Support System Alarm NumberAttendant Backup Alerting Attendant Auto-Manual Splitting Attendant Calling of Inward Restricted Stations Attendant Control of Trunk Group AccessAttendant Call Waiting Attendant Console Attendant Direct Trunk Group Selection Attendant Override of Diversion FeaturesAttendant Direct Extension Selection With Busy Lamp Field Attendant Display Attendant Serial Calling Attendant RecallAttendant Release Loop Operation Audible Message Waiting Automatic Circuit Assurance Auto Start and Don’t SplitAutomatic Callback Automatic Incoming Call Display Bridged Call Appearance Multi-Appearance Telephone Automatic Transmission Measurement SystemBlock Collect Call Bridged Call Appearance Single-Line Telephone Busy Verification of Terminals and Trunks Bulletin BoardCall Charge Information Call Detail Recording Call CoverageCall Forwarding Call Park Class of ServiceCode Calling Access Call Pickup Conference Attendant Customer-Provided Equipment AlarmData Call Setup Conference Terminal Data Hot Line Default DialingDial Access to Attendant Data Privacy Extended User Administration Redirected Calls Dialed Number Identification ServiceEmergency Access to the Attendant Distinctive Ringing Facility Busy Indication External Device AlarmingFiber Link Administration Facility Test Calls Hold Automatic HoldHunt Groups Individual Attendant Access Intercept Treatment Intercom Dial Intercom AutomaticInternal Automatic Answer Line Lockout Loudspeaker Paging AccessManual Originating Line Service Listed Directory Number Modem Pooling Manual signalingMisoperation Handling Multi-Appearance Preselection and Preference Music-on-Hold Access Night Service Personalized Ringing Power Failure TransferPC/PBX Connection Priority Calling Pull Transfer Recall signalingPrivacy Manual Exclusion Recorded Announcements Ringing Abbreviated and Delayed Recorded Telephone Dictation AccessRemote Access Restriction Controlled Station Hunting Telephone Self AdministrationSend All Calls Temporary Bridged Appearance Timed Reminder and Attendant Timers Terminating Extension Group Transfer Outgoing Trunk to Outgoing Trunk Trunk Group Busy/Warning Indicators to AttendantTransfer Trunk Flash Trunk Identification By Attendant Visually Impaired Attendant ServiceTrunk-to-Trunk Transfer Voice Terminal Display Voice Message RetrievalVoice Terminal Alerting Options World Class Tone Detection Call Center Features Call Management System CMS Automatic Call DistributionBasic Call Management System Call Prompting Calling Party/Billing Number CallVisor Adjunct-Switch Application Interface AsaiPer Call CPN Restriction Flexible Billing Direct Agent AnnouncementExpert Agent Selection Inbound Call Management Malicious Call Trace Intraflow and InterflowLook-Ahead Interflow Multiple Call Handling VDN in a Coverage Path Service ObservingRedirection on No Answer VDN of Origin Announcement VuStats Hospitality FeaturesVoice Response Integration Attendant Room Status Dual Wakeup Hospitality ServicesDo Not Disturb Room Activated Wakeup With Tones Single-Digit Dialing and Mixed Station Numbering Multimedia FeaturesProperty Management System PMS Digit to Insert/Delete Multimedia call Early Answer on vectors and stations Multimedia Call Handling Multimedia data conferencing T.120 via ESM Private Networking Features DCS Attendant Display DCS Attendant Control of Trunk Group AccessDCS Alphanumeric Display for Terminals DCS Automatic Callback DCS Distinctive Ringing DCS Call ForwardingDCS Call Waiting DCS Leave Word Calling DCS Trunk Group Busy/Warning Indication Extended Trunk AccessDCS Over ISDN-PRI D-channel DCS With Reroute Inter-PBX Attendant Calls Private Network AccessExtension Number Portability Node Number Routing Qsig Call Offer Qsig Call Forwarding DiversionQsig Call Transfer Qsig Manufacturers Specific Information MSI Qsig Name and Number Identification Qsig Path Retention Qsig Path ReplacementQsig Called/Busy Name Display Transit CounterPage Isdn General Trunk Group FeaturesDS1 Trunk Service R6 BRI Trunk Enhancements Automatic TEI NT Qsig Peer ProtocolFull Etsi Functionality Layer 1 Deactivation Wideband Switching Call-by-Call Service SelectionFacility and Non-Facility Associated Signaling Multiple Subscriber Number MSN Limited Overview System Capacity LimitsBMultiple Offer Categories Table B-1. Offer Category a vs. B System Capacity Limits Abbreviated Dialing AD Automatic Call Distribution ACD Next Attendant Service Automatic Callback Calls Call Appearances Call Forwarding CallVisor Asai Masi External Device Alarming Expert Agent Selection EAS Mldn Paging System Administration Speech Synthesis Circuit Packs Voice Terminals49 VuStats 555-230-024 Issue 5 January 1998 B-19 8403B default 8403B loaded with 3 CA 8410B default References AdministrationBasic Definity ECS Documents Installation and Maintenance Definity ECS Release 6.2 Change Description, Issue 1 555-230-124 Definity ECS Release 6 Maintenance for R6r, Issue 2 BCS Products Security Handbook, Issue 6 Call Center Documents Application-Specific Documents CentreVu CMS Definity ECS Release 6 Call Visor Asai Overview, Issue 2 ACD Console Operations Definity ECS Release 6 Hospitality Operations , Issue 4 Hospitality References 10Issue 5 January 555-230-024 GlossaryGL and Abbreviations Numerics Adap AccunetADC AIM ADMADU Aiod AMW AlboALM-ACK ANI ATB ARSAsai ATD ATM Audix Awoh AUXAVD AWG BCT BCCBcms BER Cacr BTUCAG CARR-POW CamaCAS Ccis CA-TSCCBC Ccitt CEPT1 CdruCEM Cispr CMS CmdrCOR CPN COSCPE CPN/BN CTS CssoCSU CWC DCP DCEDCO DCS Did Diod Dldm DivaDLC DMI DPM DossDOT DPR EAL DwbsDXS Ebcdic Eprom EMIEPN Epscs FAC FAX FASFAT FCC Gptr G3-MAG3-MT GRS IAS HnpaICC Icht ICDIcdos ICI Interface Integrated Services Digital Network IsdnIntercept tone Internal call IS/DTT InwatsIsdn ISN Lapd LANLAP-D Lata LWC LinlLSU MAC MA-UUI MAPMapd MCC MFB MEMMET MIM MS/T MOSMpdm MSA MTP MssnetMtdm MTT NCA/TSC NanpNAU Ncoss NQC NPANPE NSE OSI OQTOsha OSS Pcol PBXPCM Pcolg PNA PLSPMS POE Psdn ProcrPSC PTC RAM QppcnOsig RBS Rhnpa RENRFP Rinl Sabm RSCRose SAC Sdlc SddnSDI SDN SSM SpidSSI SSV SXS Sysam TAC TaasTabs TCM TSC TODTOP TTI UAP TttnTTY Uart VIS VARVDN Vlsi WSS WSAZCS Glossary and Abbreviations GL-52Issue 5 January 555-230-024 Index Numerics IN-2Issue 5 January 555-230-024 555-230-024 Issue 5 January 1998 IN-3 IN-4Issue 5 January 555-230-024 555-230-024 Issue 5 January 1998 IN-5 IN-6Issue 5 January 555-230-024 555-230-024 Issue 5 January 1998 IN-7 IN-8Issue 5 January 555-230-024 555-230-024 Issue 5 January 1998 IN-9 IN-10Issue 5 January 555-230-024