CTI Computer Telephony Integration | Lucent Technologies 8400, 9400

	DEFINITY Enterprise Communications Server Release 8.2			Issue 1
	Overview 555-233-002			April 2000
	Call Center Features
	CTI (Computer Telephony Integration)			105

Flexible Billing is available in the U.S. for use with AT&T MultiQuest® 900 Vari-A-BillTMService. Flexible billing requires a CallVisor Adjunct-Switch Application Interface and other application software.

ASAI Pending Work Mode Change

Allows ASAI applications to change the current work mode of an agent while that agent is busy on a call. The change is a pending change that will take effect as soon as all the current calls are cleared.

ASAI Trunk Group Identification

Provides ASAI applications with the capability to obtain Trunk Group information even when the Calling Party Number (CPN) is known. ASAI will provide the Trunk Group information in the Event Reports for both inbound and outbound calls. If the ANI is known, the Event Reports will contain the Trunk Group information and the CPN.

CTI (Computer Telephony Integration)

CentreVu Computer Telephony on MAPD-NT

Lucent developed a telephony server that provides a platform against which the Computer Telephony applications may run against to control a DEFINITY ECS switch. The Telephony applications supported include CallVisor PC, TSAPI and JTAPI. Provides one co-resident product for industry standard hardware and Operating System to be able to run in the ProLogix or DEFINITY ECS cabinet. Runs on Windows NT.

CentreVu IP Agent

This is a PC-based IP application that allows agents to use their PCs as phones. In addition to the traditional functionality of a standard DEFINITY phone (transfer, hold, conference, and so forth), IP Agent offers directory services, screen pops, call history, and agent mode history.

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Lucent Technologies 8400 CTI Computer Telephony Integration, CentreVu Computer Telephony on MAPD-NT, CentreVu IP Agent

Contents

Definity Your Responsibility for Your System’s Security Copyright  2000, Lucent Technologies All Rights Reserved Port Identifier FIC Code Network Jacks Means of ConnectionManufacturer’s ICTR3 ICTR4 SafetyETS standards referenced by iCTR3 and CTR4 How to order more copies How to get help Contents 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 in This Book? What Is the Purpose of This Book?About This Book Who Should Read This Book? About This Book Conventions Used in This Book Xviii Trademarks and Service MarksConventions Used in This Book About This Book How Can I Order Other Books? Xix How Can I Order Other Books? About This Book How Can I Make Comments About This Book? How Can I Make Comments About This Book? System Overview System OverviewApril Hardware Center Stage Switch CSSProcessor Port Network PPN Expansion Port Network EPN Compact Modular Cabinets Fiber Link AdministrationCarriers and Cabinets Compact Modular Cabinet Single-Carrier Cabinets Typical Single-Carrier Cabinet and cabinet stack Multi-Carrier Cabinets Typical Multi-Carrier Cabinet Standard Configurations Configuring for Reliability/Recoverability Reliability and RecoverabilitySystem Overview Reliability and Recoverability Survivable Remote EPN Srepn Public Telephone Network Definity ECS Network ConnectionsPrivate Telephone Networks System Overview Definity ECS Network Connections ATM Networks TCP/IP Networks Shows typical Definity ECS connections Typical Connections Typical Definity ECS Connections International Capabilities Administrable Loss PlanPublic Network Call Priority World Class Tone Detection Software PowerSystem Overview Power Telephone Features Telephones Telephone FeaturesTelephones Telephones for the Global Marketplace 6400 Tip/Ring Interface Module IP SoftPhonesSeries Analog Telephones Teleconferencing Products Wireless Handsets for X-Station MobilityQuorum A-28 Conference Bridge SoundStation Audioconferencing Systems Soundstation EX with External Microphones SoundStation EX Handling Incoming Calls Telephone FeaturesAutomatic Hold Hold Transfer Outgoing Trunk To Outgoing Trunk Trunk-to-Trunk TransferTransfer Upon Hang-Up Transfer Recall Call Park ConferenceMisoperation Handling Manual Message Waiting Local Call Timer Automatic Start/Stop Recall SignalingCall Redirection Internal Automatic Answer Coverage Callback Call CoverageCoverage Incoming Call Identification Go to Cover Consult Reset Shift Call Typical Definity ECS Call Coverage Options Enhanced Night Service Night Service Bridged Call Appearance Single-Line Telephone Bridged Call Appearance Multi-Appearance TelephoneTemporary Bridged Appearance Privacy Manual Exclusion Station Hunting Call PickupGroup Call Pickup Terminating Extension Group Abbreviated Dialing Speed/Convenience Calling Remote Access Telephone Self-AdministrationActive Dialing Automatic Callback Crisis Alert Recorded Telephone Dictation AccessEmergency Access to the Attendant Telephone Displays Manual Originating Line ServiceTrunk Flash Special Dial Tone Group Communication Loudspeaker Paging Access Manual SignalingIntercom Dial Group Listen Special Ringing Messaging Voice Message Retrieval Voice Messaging and Call CoverageDemand Print Message-Retrieval Options Telecommuting Personal Station AccessVoice Messaging Systems Remote Call Coverage/Call Forwarding Off-Net Station Self Display Definity Enterprise Communications Server Release Attendant Operator Features Attendant Operator FeaturesAttendant Operator Definity PC Console Call Handling Attendant Features Timed Reminder and Attendant Timers Backup AlertingPrivacy Attendant Lockout Intrusion Call Offer Serial Calling Making CallsAuto Start and Don’t Split Auto-Manual Splitting Monitoring Calls Accessing the Attendant Trunk Group Busy/Warning Indicators to Attendant Trunk Group AccessDirect Extension Selection With Busy Lamp Field Room Status Hospitality Industry Control of Trunk Group Access Centralized Attendant ServiceAttendant with DCS Attendant Direct Trunk Group Selection Enhanced DCS Inter-PBX Attendant CallsDCS With Reroute Computer-Related Calling Features Data Modules Computer-Related Calling FeaturesData Modules Modem Pooling Definity ECS Modem Pooling Computer-Related Calling Features Modem Pooling Default Dialing Data Call SetupAlphanumeric Dialing Data Hot Line Computer-Related Calling Features Data Restriction Administered ConnectionsData Restriction Multimedia Calling Multimedia Call Handling Computer-Related Calling Features Multimedia Calling Definity ECS Multimedia Call Handling Multimedia Data Conferencing T.120 via Multimedia Call Redirection to MM EndpointMultimedia Hold, Conference, Transfer, Drop Multimedia Multiple-Port Network Local Area Network Connectivity LAN IP SolutionsMultimedia Applications Server Interface 323 Computer-Related Calling Features IP SolutionsTrunks Road-warrior Application IP TrunkTelecommuter Application CentreVu IP Agent CallVisor Asai Integrated Workstation ApplicationsPassageWay Definity Enterprise Communications Server Release Hospitality Features Suite Check-In via the Hunt-to Feature Hospitality ServicesHospitality Features Hospitality Services Names Registration Single-Digit Dialing and Mixed Station Numbering Property Management System PMS Digit to Insert/DeleteAuto-Selection of did Numbers Station Hunt Before Coverage Hospitality Features Station Hunt Before Coverage Scheduling System Management FeaturesConcurrent User Sessions Security Class of Restriction COR System Management Features SecuritySecurity Violation Notification SVN Station Security Codes Restriction Controlled Calling/Connected Party Number CPN RestrictionMalicious Call Trace Per Line CPN Restriction Authorization Codes Definity Network Administration DNAPower Failure Transfer Cama E911 Trunk Group Troubleshooting Definity Site Administration DSASystem Management Features Definity Site Administration DSA Automatic Circuit Assurance DCS Automatic Circuit Assurance Packet Error HistoryBusy Verification of Terminals and Trunks Facility Busy Indication Information and Reports Service ObservingVariable Length Ping Recent Change History Bulletin Board Call Charge Information Traffic Reports Call Detail Recording CDR Music-on-Hold Access Class of Service COSAnnouncements Recorded Announcement System Management Features Administration Without Hardware Administration Without HardwareTenant Partitioning Trunk Management Trunk Group Circuits System Management Features Trunk ManagementLocal Exchange Trunks Tie Trunks IP Trunks Auxiliary TrunksAdvanced Private Line Termination Aplt Direct Inward/Outward Dialing Diod Isdn Trunks Definity ECS and Isdn Facility and Non-Facility Associated Signaling Call-by-Call Service SelectionWideband Switching Full Etsi Functionality Personal Central Office Line Pcol ATM Trunks Tandem Miscellaneous Trunks Digital Multiplexed InterfaceDigital Interfaces E1 Interface T1 Interfaces DS1 Trunk ServiceAnswer Detection System Management Features Automatic Routing Features Automatic Routing FeaturesAutomatic Transmission Measurement System Automatic Alternate Routing AAR Time of Day Routing AAR/ARS Overlap SendingAAR/ARS Partitioning Generalized Route Selection Facility Restriction Levels Traveling Class MarksLook-Ahead Routing Alternate Facility Restriction Levels Alternate Operations Support System Alarm Number Alarm AssignmentsExternal Device Alarming Subnet Trunking Customer-Provided Equipment Alarm Definity Enterprise Communications Server Release Call Center Features Call Center Features Definity Call Center Automatic Call Distribution ACD Call Center Features Automatic Call Distribution ACD Basic Example of Automatic Call Distribution Agent Call Handling Call Center Release Control Intraflow and InterflowRedirection on No Answer Look-Ahead Interflow Vector Directory Numbers VDN Abandoned Call SearchCall Vectoring Applications COR for VDNVDN in a Coverage Path VDN of Origin Announcement Call Distribution Based on Skill Call PromptingExpert Agent Selection Basic Call Management System Bcms Dialed Number Identification Service DnisUser-to-User Information Over the Public Network CentreVu Call Management System CentreVu CMS Call Center Features Automatic Call Distribution ACD 101 CentreVu Advocate Voice Response Integration VRI Call Charge InformationReserve Agent Time in Queue Activation Least Occupied Agent LOA CallVisor Adjunct Switch Application Interface Asai Asai Adjunct Switch Application InterfaceDirect Agent Announcement Flexible Billing CTI Computer Telephony Integration Asai Pending Work Mode ChangeCentreVu Computer Telephony on MAPD-NT CentreVu IP Agent 106 ATM Trunking Private Network Access Private Networking FeaturesPrivate Networking Features Private Network Access 107 Node Number Routing Distributed Communications System DCS ATM-Circuit Emulation Service ATM-CESATM Wide Area Network PNC ATM Uniform Dial Plan UDP Private Networking Features Uniform Dial Plan UDP 109 Phone Features That Work Over the Network Attendant Features That Work Over NetworkSystem Management Features That Work Over the Network Private Networking Features Uniform Dial Plan UDP 110 Private Networking Features Call Independent Signaling Connections CiscDCS Over ISDN-PRI D-channel Call Completion Manufacturer-Specific Information MSI Path ReplacementCall Forwarding Diversion 112 Name and Number Identification Call TransferCalled Name ID Call Offer RLT Emulation via a PRI Qsig Centralized Attendant Service CASAttendant Display of Class of Restriction COR Attendant Return Call 115 Qsig Voice Mail CapabilitiesCall Coverage and CAS 116 Adjunct Systems Voice Messaging and Response 117 Adjunct SystemsVoice Messaging and Response Adjunct Systems Voice Messaging and Response 118 Intuity Audix Adjunct Systems Voice Messaging and Response 119 Intuity Lodging Mode Code InterfaceIntuity Conversant Dual DCP I-Channels Audix Voice Power AVP Centralized Voice Mail via Mode Code IntegrationAudix Voice Power Lodging Audix VPL Intuity Call Accounting System Adjunct Systems Call Center See Call Center Features 122 Call Center See Call Center Features PassageWay Direct Connect Configurations Adjunct Systems Call Center See Call Center Features 123 Forum Personal Communications Manager WirelessAdjunct Systems Wireless 124 Index 125 Index Conversant Index 126 127 128 Index 129 Index 130