ATM Trunking, 106 | Lucent Technologies 9400, 8400 instruction

DEFINITY Enterprise Communications Server Release 8.2			Issue 1
Overview 555-233-002			April 2000

Call Center Features
ATM			106

ATM

ATM Trunking

Provides Call centers with an alternative to T1/E1 facilities for various private networking configurations

ATM WAN PNC

Enables you to merge together separate, geographically-dispersed DEFINITY ACDs into a single DEFINITY ACD. This can be done by interconnecting port networks over an ATM WAN.

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Lucent Technologies 9400, 8400 manual ATM Trunking, 106

Contents

Definity Copyright  2000, Lucent Technologies All Rights Reserved Your Responsibility for Your System’s Security Means of Connection Manufacturer’sPort Identifier FIC Code Network Jacks Safety ETS standards referenced by iCTR3 and CTR4ICTR3 ICTR4 How to get help How to order more copies Contents Telephone Features Attendant Operator Features Hospitality Features System Management Features Overview Xii Call Center Features Private Networking Features 107 Adjunct Systems 117 Xvi About This Book What Is the Purpose of This Book?What Is in This Book? Who Should Read This Book? Trademarks and Service Marks Conventions Used in This BookAbout This Book Conventions Used in This Book Xviii How Can I Order Other Books? About This Book How Can I Order Other Books? Xix How Can I Make Comments About This Book? About This Book How Can I Make Comments About This Book? System Overview AprilSystem Overview Processor Port Network PPN Center Stage Switch CSSHardware Expansion Port Network EPN Fiber Link Administration Carriers and CabinetsCompact Modular Cabinets Single-Carrier Cabinets Compact Modular Cabinet Multi-Carrier Cabinets Typical Single-Carrier Cabinet and cabinet stack Typical Multi-Carrier Cabinet Standard Configurations System Overview Reliability and Recoverability Reliability and RecoverabilityConfiguring for Reliability/Recoverability Survivable Remote EPN Srepn Private Telephone Networks Definity ECS Network ConnectionsPublic Telephone Network System Overview Definity ECS Network Connections TCP/IP Networks ATM Networks Typical Connections Shows typical Definity ECS connections Typical Definity ECS Connections Public Network Call Priority Administrable Loss PlanInternational Capabilities World Class Tone Detection Power System Overview PowerSoftware Telephones Telephone FeaturesTelephone Features Telephones Telephones for the Global Marketplace IP SoftPhones Series Analog Telephones6400 Tip/Ring Interface Module Quorum A-28 Conference Bridge Wireless Handsets for X-Station MobilityTeleconferencing Products SoundStation Audioconferencing Systems SoundStation EX Soundstation EX with External Microphones Automatic Hold Telephone FeaturesHandling Incoming Calls Hold Transfer Upon Hang-Up Trunk-to-Trunk TransferTransfer Outgoing Trunk To Outgoing Trunk Transfer Recall Misoperation Handling ConferenceCall Park Manual Message Waiting Call Redirection Recall SignalingLocal Call Timer Automatic Start/Stop Internal Automatic Answer Coverage Incoming Call Identification Call CoverageCoverage Callback Go to Cover Reset Shift Call Consult Typical Definity ECS Call Coverage Options Night Service Enhanced Night Service Temporary Bridged Appearance Bridged Call Appearance Multi-Appearance TelephoneBridged Call Appearance Single-Line Telephone Privacy Manual Exclusion Group Call Pickup Call PickupStation Hunting Terminating Extension Group Speed/Convenience Calling Abbreviated Dialing Active Dialing Telephone Self-AdministrationRemote Access Automatic Callback Recorded Telephone Dictation Access Emergency Access to the AttendantCrisis Alert Trunk Flash Manual Originating Line ServiceTelephone Displays Special Dial Tone Group Communication Intercom Dial Manual SignalingLoudspeaker Paging Access Group Listen Special Ringing Messaging Demand Print Voice Messaging and Call CoverageVoice Message Retrieval Message-Retrieval Options Voice Messaging Systems Personal Station AccessTelecommuting Remote Call Coverage/Call Forwarding Off-Net Station Self Display Definity Enterprise Communications Server Release Attendant Operator Attendant Operator FeaturesAttendant Operator Features Definity PC Console Attendant Features Call Handling Privacy Attendant Lockout Backup AlertingTimed Reminder and Attendant Timers Intrusion Call Offer Auto Start and Don’t Split Making CallsSerial Calling Auto-Manual Splitting Accessing the Attendant Monitoring Calls Direct Extension Selection With Busy Lamp Field Trunk Group AccessTrunk Group Busy/Warning Indicators to Attendant Room Status Hospitality Industry Attendant with DCS Centralized Attendant ServiceControl of Trunk Group Access Attendant Direct Trunk Group Selection Inter-PBX Attendant Calls DCS With RerouteEnhanced DCS Data Modules Computer-Related Calling FeaturesComputer-Related Calling Features Data Modules Modem Pooling Computer-Related Calling Features Modem Pooling Definity ECS Modem Pooling Alphanumeric Dialing Data Call SetupDefault Dialing Data Hot Line Data Restriction Administered ConnectionsComputer-Related Calling Features Data Restriction Multimedia Calling Computer-Related Calling Features Multimedia Calling Multimedia Call Handling Definity ECS Multimedia Call Handling Multimedia Hold, Conference, Transfer, Drop Multimedia Call Redirection to MM EndpointMultimedia Data Conferencing T.120 via Multimedia Multiple-Port Network IP Solutions Multimedia Applications Server InterfaceLocal Area Network Connectivity LAN Computer-Related Calling Features IP Solutions Trunks323 Telecommuter Application IP TrunkRoad-warrior Application CentreVu IP Agent Integrated Workstation Applications PassageWayCallVisor Asai Definity Enterprise Communications Server Release Hospitality Features Hospitality Features Hospitality Services Hospitality ServicesSuite Check-In via the Hunt-to Feature Names Registration Auto-Selection of did Numbers Property Management System PMS Digit to Insert/DeleteSingle-Digit Dialing and Mixed Station Numbering Station Hunt Before Coverage Hospitality Features Station Hunt Before Coverage Concurrent User Sessions System Management FeaturesScheduling Security Security Violation Notification SVN System Management Features SecurityClass of Restriction COR Station Security Codes Malicious Call Trace Calling/Connected Party Number CPN RestrictionRestriction Controlled Per Line CPN Restriction Power Failure Transfer Definity Network Administration DNAAuthorization Codes Cama E911 Trunk Group System Management Features Definity Site Administration DSA Definity Site Administration DSATroubleshooting Automatic Circuit Assurance Busy Verification of Terminals and Trunks Packet Error HistoryDCS Automatic Circuit Assurance Facility Busy Indication Variable Length Ping Service ObservingInformation and Reports Recent Change History Call Charge Information Bulletin Board Call Detail Recording CDR Traffic Reports Announcements Class of Service COSMusic-on-Hold Access Recorded Announcement Tenant Partitioning Administration Without HardwareSystem Management Features Administration Without Hardware Trunk Management Local Exchange Trunks System Management Features Trunk ManagementTrunk Group Circuits Tie Trunks Advanced Private Line Termination Aplt Auxiliary TrunksIP Trunks Direct Inward/Outward Dialing Diod Isdn Trunks Definity ECS and Isdn Wideband Switching Call-by-Call Service SelectionFacility and Non-Facility Associated Signaling Full Etsi Functionality ATM Trunks Personal Central Office Line Pcol Tandem Digital Interfaces Digital Multiplexed InterfaceMiscellaneous Trunks E1 Interface DS1 Trunk Service Answer DetectionT1 Interfaces Automatic Transmission Measurement System Automatic Routing FeaturesSystem Management Features Automatic Routing Features Automatic Alternate Routing AAR AAR/ARS Overlap Sending AAR/ARS PartitioningTime of Day Routing Look-Ahead Routing Facility Restriction Levels Traveling Class MarksGeneralized Route Selection Alternate Facility Restriction Levels External Device Alarming Alarm AssignmentsAlternate Operations Support System Alarm Number Subnet Trunking Customer-Provided Equipment Alarm Definity Enterprise Communications Server Release Call Center Features Call Center Features Definity Call Center Call Center Features Automatic Call Distribution ACD Automatic Call Distribution ACD Basic Example of Automatic Call Distribution Agent Call Handling Redirection on No Answer Intraflow and InterflowCall Center Release Control Look-Ahead Interflow Abandoned Call Search Call VectoringVector Directory Numbers VDN VDN in a Coverage Path COR for VDNApplications VDN of Origin Announcement Call Prompting Expert Agent SelectionCall Distribution Based on Skill Dialed Number Identification Service Dnis User-to-User Information Over the Public NetworkBasic Call Management System Bcms Call Center Features Automatic Call Distribution ACD 101 CentreVu Call Management System CentreVu CMS CentreVu Advocate Reserve Agent Time in Queue Activation Call Charge InformationVoice Response Integration VRI Least Occupied Agent LOA Direct Agent Announcement Asai Adjunct Switch Application InterfaceCallVisor Adjunct Switch Application Interface Asai Flexible Billing CentreVu Computer Telephony on MAPD-NT Asai Pending Work Mode ChangeCTI Computer Telephony Integration CentreVu IP Agent ATM Trunking 106 Private Networking Features Private Network Access 107 Private Networking FeaturesPrivate Network Access Node Number Routing ATM-Circuit Emulation Service ATM-CES ATM Wide Area Network PNC ATMDistributed Communications System DCS Private Networking Features Uniform Dial Plan UDP 109 Uniform Dial Plan UDP System Management Features That Work Over the Network Attendant Features That Work Over NetworkPhone Features That Work Over the Network Private Networking Features Uniform Dial Plan UDP 110 DCS Over ISDN-PRI D-channel Call Independent Signaling Connections CiscPrivate Networking Features Call Completion Call Forwarding Diversion Path ReplacementManufacturer-Specific Information MSI 112 Called Name ID Call TransferName and Number Identification Call Offer Attendant Display of Class of Restriction COR Qsig Centralized Attendant Service CASRLT Emulation via a PRI Attendant Return Call Qsig Voice Mail Capabilities Call Coverage and CAS115 116 Adjunct Systems Voice Messaging and ResponseAdjunct Systems Voice Messaging and Response 117 Adjunct Systems Voice Messaging and Response 118 Adjunct Systems Voice Messaging and Response 119 Intuity Audix Intuity Conversant Mode Code InterfaceIntuity Lodging Dual DCP I-Channels Audix Voice Power Lodging Audix VPL Centralized Voice Mail via Mode Code IntegrationAudix Voice Power AVP Intuity Call Accounting System Call Center See Call Center Features Adjunct Systems Call Center See Call Center Features 122 Adjunct Systems Call Center See Call Center Features 123 PassageWay Direct Connect Configurations Wireless Adjunct Systems Wireless 124Forum Personal Communications Manager Index Index 125 Index 126 Conversant 127 128 Index 129 Index 130

DEFINITY Enterprise Communications Server Release 8.2

April 2000

Call Center Features

106

ATM

ATM Trunking

ATM WAN PNC