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Lucent Technologies 9400, 8400 manual Definity Call Center

Models: 9400 8400

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DEFINITY Enterprise Communications Server Release 8.2

Issue 1

Overview 555-233-002

April 2000

Call Center Features

1	Your Office Building	8	CentreVu Supervisor
2	DEFINITY ECS	9	CallVisor Adjunct Switch
			Applications Interface
3	Remote Agents Using DEFINITY	10	INTUITY Conversant Voice
	Extender		Response System
4	Remote Agents (Home Agent)	11	Local Area Network
5	Remote Call Center Using Look Ahead	12	Host Computer
	Interflow or Best Service Routing
6	Local Agents Organized By Skill	13	Computer-Telephone
			Interface Server

7CentreVu CMS

Figure 12. A DEFINITY Call Center

Page 112

Image 112

Lucent Technologies 9400, 8400 manual Definity Call Center

Contents

Definity Copyright  2000, Lucent Technologies All Rights Reserved Your Responsibility for Your System’s SecurityManufacturer’s Means of ConnectionPort Identifier FIC Code Network Jacks ETS standards referenced by iCTR3 and CTR4 SafetyICTR3 ICTR4 How to get help How to order more copiesContents Telephone Features Attendant Operator Features Hospitality Features System Management Features Overview Xii Call Center Features Private Networking Features 107 Adjunct Systems 117 Xvi What Is the Purpose of This Book? What Is in This Book?About This Book Who Should Read This Book?Conventions Used in This Book Trademarks and Service MarksAbout This Book Conventions Used in This Book Xviii How Can I Order Other Books? About This Book How Can I Order Other Books? XixHow Can I Make Comments About This Book? About This Book How Can I Make Comments About This Book?April System OverviewSystem Overview Center Stage Switch CSS HardwareProcessor Port Network PPN Expansion Port Network EPNCarriers and Cabinets Fiber Link AdministrationCompact Modular Cabinets Single-Carrier Cabinets Compact Modular CabinetMulti-Carrier Cabinets Typical Single-Carrier Cabinet and cabinet stackTypical Multi-Carrier Cabinet Standard Configurations Reliability and Recoverability Configuring for Reliability/RecoverabilitySystem Overview Reliability and Recoverability Survivable Remote EPN SrepnDefinity ECS Network Connections Public Telephone NetworkPrivate Telephone Networks System Overview Definity ECS Network ConnectionsTCP/IP Networks ATM NetworksTypical Connections Shows typical Definity ECS connectionsTypical Definity ECS Connections Administrable Loss Plan International CapabilitiesPublic Network Call Priority World Class Tone DetectionSystem Overview Power PowerSoftware Telephone Features Telephone Features TelephonesTelephones Telephones for the Global MarketplaceSeries Analog Telephones IP SoftPhones6400 Tip/Ring Interface Module Wireless Handsets for X-Station Mobility Teleconferencing ProductsQuorum A-28 Conference Bridge SoundStation Audioconferencing SystemsSoundStation EX Soundstation EX with External MicrophonesTelephone Features Handling Incoming CallsAutomatic Hold HoldTrunk-to-Trunk Transfer Transfer Outgoing Trunk To Outgoing TrunkTransfer Upon Hang-Up Transfer RecallConference Call ParkMisoperation Handling Manual Message WaitingRecall Signaling Local Call Timer Automatic Start/StopCall Redirection Internal Automatic AnswerCall Coverage Coverage CallbackCoverage Incoming Call Identification Go to CoverReset Shift Call ConsultTypical Definity ECS Call Coverage Options Night Service Enhanced Night ServiceBridged Call Appearance Multi-Appearance Telephone Bridged Call Appearance Single-Line TelephoneTemporary Bridged Appearance Privacy Manual ExclusionCall Pickup Station HuntingGroup Call Pickup Terminating Extension GroupSpeed/Convenience Calling Abbreviated DialingTelephone Self-Administration Remote AccessActive Dialing Automatic CallbackEmergency Access to the Attendant Recorded Telephone Dictation AccessCrisis Alert Manual Originating Line Service Telephone DisplaysTrunk Flash Special Dial ToneGroup Communication Manual Signaling Loudspeaker Paging AccessIntercom Dial Group ListenSpecial Ringing Messaging Voice Messaging and Call Coverage Voice Message RetrievalDemand Print Message-Retrieval OptionsPersonal Station Access TelecommutingVoice Messaging Systems Remote Call Coverage/Call Forwarding Off-NetStation Self Display Definity Enterprise Communications Server Release Attendant Operator Features Attendant Operator FeaturesAttendant Operator Definity PC ConsoleAttendant Features Call HandlingBackup Alerting Timed Reminder and Attendant TimersPrivacy Attendant Lockout Intrusion Call OfferMaking Calls Serial CallingAuto Start and Don’t Split Auto-Manual SplittingAccessing the Attendant Monitoring CallsTrunk Group Access Trunk Group Busy/Warning Indicators to AttendantDirect Extension Selection With Busy Lamp Field Room Status Hospitality IndustryCentralized Attendant Service Control of Trunk Group AccessAttendant with DCS Attendant Direct Trunk Group SelectionDCS With Reroute Inter-PBX Attendant CallsEnhanced DCS Computer-Related Calling Features Computer-Related Calling Features Data ModulesData Modules Modem PoolingComputer-Related Calling Features Modem Pooling Definity ECS Modem PoolingData Call Setup Default DialingAlphanumeric Dialing Data Hot LineAdministered Connections Computer-Related Calling Features Data RestrictionData Restriction Multimedia CallingComputer-Related Calling Features Multimedia Calling Multimedia Call HandlingDefinity ECS Multimedia Call Handling Multimedia Call Redirection to MM Endpoint Multimedia Data Conferencing T.120 viaMultimedia Hold, Conference, Transfer, Drop Multimedia Multiple-Port NetworkMultimedia Applications Server Interface IP SolutionsLocal Area Network Connectivity LAN Trunks Computer-Related Calling Features IP Solutions323 IP Trunk Road-warrior ApplicationTelecommuter Application CentreVu IP AgentPassageWay Integrated Workstation ApplicationsCallVisor Asai Definity Enterprise Communications Server Release Hospitality Features Hospitality Services Suite Check-In via the Hunt-to FeatureHospitality Features Hospitality Services Names RegistrationProperty Management System PMS Digit to Insert/Delete Single-Digit Dialing and Mixed Station NumberingAuto-Selection of did Numbers Station Hunt Before CoverageHospitality Features Station Hunt Before Coverage System Management Features SchedulingConcurrent User Sessions SecuritySystem Management Features Security Class of Restriction CORSecurity Violation Notification SVN Station Security CodesCalling/Connected Party Number CPN Restriction Restriction ControlledMalicious Call Trace Per Line CPN RestrictionDefinity Network Administration DNA Authorization CodesPower Failure Transfer Cama E911 Trunk GroupDefinity Site Administration DSA TroubleshootingSystem Management Features Definity Site Administration DSA Automatic Circuit AssurancePacket Error History DCS Automatic Circuit AssuranceBusy Verification of Terminals and Trunks Facility Busy IndicationService Observing Information and ReportsVariable Length Ping Recent Change HistoryCall Charge Information Bulletin BoardCall Detail Recording CDR Traffic ReportsClass of Service COS Music-on-Hold AccessAnnouncements Recorded AnnouncementAdministration Without Hardware System Management Features Administration Without HardwareTenant Partitioning Trunk ManagementSystem Management Features Trunk Management Trunk Group CircuitsLocal Exchange Trunks Tie TrunksAuxiliary Trunks IP TrunksAdvanced Private Line Termination Aplt Direct Inward/Outward Dialing DiodIsdn Trunks Definity ECS and Isdn Call-by-Call Service Selection Facility and Non-Facility Associated SignalingWideband Switching Full Etsi FunctionalityATM Trunks Personal Central Office Line PcolTandem Digital Multiplexed Interface Miscellaneous TrunksDigital Interfaces E1 InterfaceAnswer Detection DS1 Trunk ServiceT1 Interfaces Automatic Routing Features System Management Features Automatic Routing FeaturesAutomatic Transmission Measurement System Automatic Alternate Routing AARAAR/ARS Partitioning AAR/ARS Overlap SendingTime of Day Routing Facility Restriction Levels Traveling Class Marks Generalized Route SelectionLook-Ahead Routing Alternate Facility Restriction LevelsAlarm Assignments Alternate Operations Support System Alarm NumberExternal Device Alarming Subnet TrunkingCustomer-Provided Equipment Alarm Definity Enterprise Communications Server Release Call Center Features Call Center FeaturesDefinity Call Center Call Center Features Automatic Call Distribution ACD Automatic Call Distribution ACDBasic Example of Automatic Call Distribution Agent Call Handling Intraflow and Interflow Call Center Release ControlRedirection on No Answer Look-Ahead InterflowCall Vectoring Abandoned Call SearchVector Directory Numbers VDN COR for VDN ApplicationsVDN in a Coverage Path VDN of Origin AnnouncementExpert Agent Selection Call PromptingCall Distribution Based on Skill User-to-User Information Over the Public Network Dialed Number Identification Service DnisBasic Call Management System Bcms Call Center Features Automatic Call Distribution ACD 101 CentreVu Call Management System CentreVu CMSCentreVu Advocate Call Charge Information Voice Response Integration VRIReserve Agent Time in Queue Activation Least Occupied Agent LOAAsai Adjunct Switch Application Interface CallVisor Adjunct Switch Application Interface AsaiDirect Agent Announcement Flexible BillingAsai Pending Work Mode Change CTI Computer Telephony IntegrationCentreVu Computer Telephony on MAPD-NT CentreVu IP AgentATM Trunking 106Private Networking Features Private Network AccessPrivate Networking Features Private Network Access 107 Node Number RoutingATM Wide Area Network PNC ATM ATM-Circuit Emulation Service ATM-CESDistributed Communications System DCS Private Networking Features Uniform Dial Plan UDP 109 Uniform Dial Plan UDPAttendant Features That Work Over Network Phone Features That Work Over the NetworkSystem Management Features That Work Over the Network Private Networking Features Uniform Dial Plan UDP 110Call Independent Signaling Connections Cisc Private Networking FeaturesDCS Over ISDN-PRI D-channel Call CompletionPath Replacement Manufacturer-Specific Information MSICall Forwarding Diversion 112Call Transfer Name and Number IdentificationCalled Name ID Call OfferQsig Centralized Attendant Service CAS RLT Emulation via a PRIAttendant Display of Class of Restriction COR Attendant Return CallCall Coverage and CAS Qsig Voice Mail Capabilities115 116 Voice Messaging and Response Adjunct SystemsAdjunct Systems Voice Messaging and Response 117 Adjunct Systems Voice Messaging and Response 118 Adjunct Systems Voice Messaging and Response 119 Intuity AudixMode Code Interface Intuity LodgingIntuity Conversant Dual DCP I-ChannelsCentralized Voice Mail via Mode Code Integration Audix Voice Power AVPAudix Voice Power Lodging Audix VPL Intuity Call Accounting SystemCall Center See Call Center Features Adjunct Systems Call Center See Call Center Features 122Adjunct Systems Call Center See Call Center Features 123 PassageWay Direct Connect ConfigurationsAdjunct Systems Wireless 124 WirelessForum Personal Communications Manager Index Index 125Index 126 Conversant127 128 Index 129 Index 130

DEFINITY Enterprise Communications Server Release 8.2

April 2000

Call Center Features

DEFINITY ECS

Figure 12. A DEFINITY Call Center