Manuals / Lucent Technologies / Communications / IP Phone

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

Models: 555-230-024

1 362

Download 362 pages 22.37 Kb

Page 298

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 ReferencesHow 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 ServerAdaptable Definity ECS AdvantagesExpandable Integrating Reliable/RecoverableState of the Art International Capabilities Definity ECS a Global Multimedia PlatformProcessor Port Network Center Stage SwitchHardware Expansion Port NetworkCarriers and Cabinets Compact Single-Carrier Cabinets Compact Single-Carrier CabinetCompact Modular Cabinets Shows a Compact Modular CabinetSingle-Carrier Cabinets Shows a typical single-carrier cabinetTypical Cabinet Stack Four Cabinets Maximum Multicarrier Cabinets Shows a typical multicarrier cabinetStandard Configurations Standard Configurations Direct-Connect Configurations Center Stage Switch ConfigurationsReliability and Recoverability Configuring for Reliability/RecoverabilityStandard Reliability High ReliabilityHigh Reliability, Directly Connected Definity ECS High Reliability Center Stage Definity ECS Critical Reliability 10. Critical Reliability, Directly Connected System11. 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 WorldTeach Many Students for Low Cost Plan for Expansion and Innovation Healthcare Maximize Resources to Reduce CostsImprove Response in a Busy Urban Environment Maximize Productivity and Efficiency Provide Highly Efficient Phone Service Page Improve Accessibility to Specialists Page Hospitality Control CostsImprove Operating Efficiency and Safety Enhance Guest ServicesSpecialized Definity ECS Solutions Financial Services Tenant PartitioningAutomate Routine Transactions Network Regional and Global OfficesSIG Global Networking Call CenterImprove Customer Service Group Video SystemsWholesale 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 TreatmentOff-loading of Periodic Excess Calls Look-Ahead InterflowInformation Announcements for the Calling Party Call Prompting Expert Agent SelectionCall Distribution Based on Skill Logical AgentDirect Agent Calling Voice Response IntegrationReason Codes CallVisor Adjunct Switch Application Interface Home Agent/DEFINITY ExtenderCentreVu Call Management System CentreVu Supervisor Basic Call Management SystemCall 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 InterfaceCallVisor for Unix Definity ECS CallVisor Services CallVisor Asai GatewayCallVisor Asai Maintenance Services Other Vendor ProductsPassageWay PassageWay Direct Connection Page PassageWay Direct Connect Configurations PassageWay Fast Call for Direct ConnectionPassageWay Telephony Services Hospitality Solutions Definity ECS Definity ECS Hospitality Integration Intuity Lodging Fax MessagingLanguage Options Additional FeaturesCall Accounting Definity ECS Hospitality Enhancements Attendant BackupMessage Tandeming E911/CAMA Trunk Attendant Crisis AlertCommunications with Property Management Systems Mobility Solutions Cordless SolutionMedium Range Mobility Solution TransTalkLong Range Mobility Solutions Long Range Mobility SolutionsDefinity 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-NetAudix Features for Telecommuting Personal Station AccessStation Security Codes Conversant Features for Telecommuting Data Management Solutions8 Data Communications CapabilitiesData Management Features Digital Signal Level Digital Interfaces Digital Communications Protocol Digital Multiplexed InterfaceISDN-PRI Data Modules High Speed LinksSeries Data Modules Asynchronous Data Unit Modems and Modem PoolingDefinity ECS Modem Pooling Mode Code Interface Data Management Solutions 12Issue 5 January 555-230-024 Voice Processing Solutions Definity AudixDefinity 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 FeaturesConference Abbreviated DialingBridged Call Appearance Display of ISDN/PPM ChargeIntegrated 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 OptionsTelephones Telephones and WorkstationsMessage-Retrieval Options Analog Single-Line TelephonesTelephones for the Global Marketplace DCP TelephonesIsdn BRI Telephones Series Telephones555-230-024 Issue 5 January 1998 Series Telephones Series Telephone Teleconferencing Products Quorum A-28 Conference BridgeSoundStation Audioconferencing Systems Soundstation EX with External Microphones SoundStation SoundStation EXDesktop Solutions 10-16Issue 5 January 555-230-024 Multimedia Solutions11 Multimedia complexHigh-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 InterfaceGroup Video System Page Desktop Conferencing Systems MultiPoint Control UnitArranging Conferences Networking Solutions12 Qsig Global NetworkingWorld Class Routing Network Management Features Time of Day RoutingAutomatic Alternate Routing Additional Network Feature Path ReplacementAutomatic Route Selection Look Ahead RoutingGeneralized Route Selection Facility Restriction LevelRemote Network Access Bearer Capability ClassCall Retention Mode of Release ControlPublic Network Call Priority Forced DisconnectIntrusion Authorization CodesNetwork Interfaces and Equipment Re-RingAuxiliary Trunks Local Exchange TrunksTie Trunks Miscellaneous TrunksE1 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 IsdnIsdn Service Upgrade Solutions13 Amortizing Replacement Costs Connecting to a NetworkEnsuring Uninterrupted Service Making Optimum Use Available Lines Re-training AdministratorsStoring New Equipment Backward CompatibilitySeamless 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 InterfaceTerminal Translation Initialization Scheduling Basic ReportingPerformance Measurements Page Page ECS Reports Generator Page Call Charge Information Call Detail Recording FeaturesCall Detail Recording Call Detail Recording Devices Call Accounting SystemsCall Accounting System for Windows Call Accounting System TerminalIntuity Call Accounting System SecuritySecurity Violation Notification Call Restrictions Features Automatic Route Selection ARS Automatic Routing FeaturesAutomatic Alternate Routing AAR AAR/ARS Overlap SendingAlternate Facility Restriction Levels AAR/ARS PartitioningFacility Restriction Levels Traveling Class Marks Subnet Trunking Administrable Language Displays Basic FeaturesAdministered Connections Alphanumeric DialingAnswer Detection Alternate Operations Support System Alarm NumberAttendant Backup Alerting Attendant Auto-Manual SplittingAttendant Calling of Inward Restricted Stations Attendant Control of Trunk Group AccessAttendant Call Waiting Attendant ConsoleAttendant Direct Trunk Group Selection Attendant Override of Diversion FeaturesAttendant Direct Extension Selection With Busy Lamp Field Attendant DisplayAttendant Serial Calling Attendant RecallAttendant Release Loop Operation Audible Message WaitingAutomatic Circuit Assurance Auto Start and Don’t SplitAutomatic Callback Automatic Incoming Call DisplayBridged Call Appearance Multi-Appearance Telephone Automatic Transmission Measurement SystemBlock Collect Call Bridged Call Appearance Single-Line TelephoneBusy Verification of Terminals and Trunks Bulletin BoardCall Charge Information Call Detail Recording Call CoverageCall Forwarding Call Park Class of ServiceCode Calling Access Call PickupConference Attendant Customer-Provided Equipment AlarmData Call Setup Conference TerminalData Hot Line Default DialingDial Access to Attendant Data PrivacyExtended User Administration Redirected Calls Dialed Number Identification ServiceEmergency Access to the Attendant Distinctive RingingFacility Busy Indication External Device AlarmingFiber Link Administration Facility Test CallsHold Automatic HoldHunt Groups Individual Attendant Access Intercept TreatmentIntercom Dial Intercom AutomaticInternal Automatic Answer Line Lockout Loudspeaker Paging AccessManual Originating Line Service Listed Directory NumberModem Pooling Manual signalingMisoperation Handling Multi-Appearance Preselection and PreferenceMusic-on-Hold Access Night ServicePersonalized Ringing Power Failure TransferPC/PBX Connection Priority CallingPull Transfer Recall signalingPrivacy Manual Exclusion Recorded AnnouncementsRinging Abbreviated and Delayed Recorded Telephone Dictation AccessRemote Access Restriction ControlledStation Hunting Telephone Self AdministrationSend All Calls Temporary Bridged AppearanceTimed Reminder and Attendant Timers Terminating Extension GroupTransfer Outgoing Trunk to Outgoing Trunk Trunk Group Busy/Warning Indicators to AttendantTransfer Trunk FlashTrunk Identification By Attendant Visually Impaired Attendant ServiceTrunk-to-Trunk Transfer Voice Terminal Display Voice Message RetrievalVoice Terminal Alerting Options World Class Tone DetectionCall Center Features Call Management System CMS Automatic Call DistributionBasic Call Management System Call PromptingCalling Party/Billing Number CallVisor Adjunct-Switch Application Interface AsaiPer Call CPN Restriction Flexible Billing Direct Agent AnnouncementExpert Agent Selection Inbound Call ManagementMalicious Call Trace Intraflow and InterflowLook-Ahead Interflow Multiple Call HandlingVDN in a Coverage Path Service ObservingRedirection on No Answer VDN of Origin AnnouncementVuStats Hospitality FeaturesVoice Response Integration Attendant Room StatusDual Wakeup Hospitality ServicesDo Not Disturb Room Activated Wakeup With TonesSingle-Digit Dialing and Mixed Station Numbering Multimedia FeaturesProperty Management System PMS Digit to Insert/Delete Multimedia call Early Answer on vectors and stationsMultimedia Call Handling Multimedia data conferencing T.120 via ESMPrivate Networking Features DCS Attendant Display DCS Attendant Control of Trunk Group AccessDCS Alphanumeric Display for Terminals DCS Automatic CallbackDCS Distinctive Ringing DCS Call ForwardingDCS Call Waiting DCS Leave Word CallingDCS Trunk Group Busy/Warning Indication Extended Trunk AccessDCS Over ISDN-PRI D-channel DCS With RerouteInter-PBX Attendant Calls Private Network AccessExtension Number Portability Node Number RoutingQsig Call Offer Qsig Call Forwarding DiversionQsig Call Transfer Qsig Manufacturers Specific Information MSI Qsig Name and Number IdentificationQsig Path Retention Qsig Path ReplacementQsig Called/Busy Name Display Transit CounterPage Isdn General Trunk Group FeaturesDS1 Trunk Service R6 BRI Trunk EnhancementsAutomatic TEI NT Qsig Peer ProtocolFull Etsi Functionality Layer 1 DeactivationWideband Switching Call-by-Call Service SelectionFacility and Non-Facility Associated Signaling Multiple Subscriber Number MSN LimitedOverview System Capacity LimitsBMultiple Offer Categories Table B-1. Offer Category a vs. B System Capacity Limits Abbreviated Dialing ADAutomatic 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 1555-230-124 Definity ECS Release 6 Maintenance for R6r, Issue 2 BCS Products Security Handbook, Issue 6 Call Center DocumentsApplication-Specific Documents CentreVu CMSDefinity ECS Release 6 Call Visor Asai Overview, Issue 2 ACD Console OperationsDefinity ECS Release 6 Hospitality Operations , Issue 4 HospitalityReferences 10Issue 5 January 555-230-024 GlossaryGL and Abbreviations NumericsAdap AccunetADC AIM ADMADU AiodAMW AlboALM-ACK ANIATB ARSAsai ATDATM AudixAwoh AUXAVD AWGBCT BCCBcms BERCacr BTUCAG CARR-POW CamaCAS Ccis CA-TSCCBC CcittCEPT1 CdruCEM CisprCMS CmdrCOR CPN COSCPE CPN/BNCTS CssoCSU CWCDCP DCEDCO DCSDid DiodDldm DivaDLC DMIDPM DossDOT DPREAL DwbsDXS EbcdicEprom EMIEPN EpscsFAC FAX FASFAT FCCGptr G3-MAG3-MT GRSIAS HnpaICC Icht ICDIcdos ICIInterface Integrated Services Digital Network IsdnIntercept tone Internal callIS/DTT InwatsIsdn ISNLapd LANLAP-D LataLWC LinlLSU MACMA-UUI MAPMapd MCCMFB MEMMET MIMMS/T MOSMpdm MSAMTP MssnetMtdm MTTNCA/TSC NanpNAU NcossNQC NPANPE NSEOSI OQTOsha OSSPcol PBXPCM PcolgPNA PLSPMS POEPsdn ProcrPSC PTCRAM QppcnOsig RBSRhnpa RENRFP RinlSabm RSCRose SACSdlc SddnSDI SDNSSM SpidSSI SSVSXS SysamTAC TaasTabs TCMTSC TODTOP TTIUAP TttnTTY UartVIS VARVDN VlsiWSS WSAZCS Glossary and Abbreviations GL-52Issue 5 January 555-230-024 Index NumericsIN-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