User ManualTable of ContentsTable of Contents3About This Book21What Is the Purpose of This Book?21Who Should Read This Book?21What Is in This Book?21How Should I Use This Book?23Conventions Used in This Book23Trademarks and Service Marks23Other References24How Can I Order Other Books?25How Can I Make Comments About This Book?251. Introduction27DEFINITY ECS Advantages28Adaptable28Expandable28Integrating29Reliable/Recoverable29State of the Art29DEFINITY ECS: A Global Multimedia Platform30International Capabilities30Hardware31Processor Port Network31Expansion Port Network31Center Stage Switch31Carriers and Cabinets32Compact Single-Carrier Cabinets33Compact Modular Cabinets34Single-Carrier Cabinets35Multicarrier Cabinets37Standard Configurations38Direct-Connect Configurations40Center Stage Switch Configurations40Reliability and Recoverability41Configuring for Reliability/Recoverability41Standard Reliability42High Reliability42Critical Reliability45Connections to ECS47Adjunct Connections49Telephone Connections50Network Connections51Remote Service52Power52Software522. Industry Applications53Higher Education54Ensure Reliable Telephone Service54Organize Course Offerings and Events54Coordinate Information and Services55Communicate Easily with the Outside World55Teach Many Students for Low Cost56Plan for Expansion and Innovation57Healthcare58Maximize Resources to Reduce Costs58Improve Response in a Busy Urban Environment59Maximize Productivity and Efficiency60Provide Highly Efficient Phone Service61Promote Wellness and Satisfaction with Easy Access to Information within the Community62Improve Accessibility to Specialists63Maintain Skills and Collaborative Relationships Regardless of Location64Hospitality65Control Costs65Improve Operating Efficiency and Safety66Enhance Guest Services66Specialized DEFINITY ECS Solutions67Financial Services68Control Costs68Tenant Partitioning68Automate Routine Transactions69Network Regional and Global Offices69Q-SIG Global Networking70Call Center70Group Video Systems71Improve Customer Service71Wholesale Distribution72Provide Convenient Access to Product Information73Automate or Streamline Ordering Procedures73Provide Retailer Feedback to Suppliers733. Call Center Solutions75Automatic Call Distribution (ACD)76Call Vectoring79Vector Directory Numbers and Vectors80Applications80Special Treatment for Selected Callers80Night Treatment80Off-loading of Periodic Excess Calls81Information Announcements for the Calling Party81Look-Ahead Interflow81Call Prompting82Expert Agent Selection82Call Distribution Based on Skill83Logical Agent83Direct Agent Calling84Reason Codes84Voice Response Integration84CallVisor Adjunct Switch Application Interface85Home Agent/DEFINITY Extender85CentreVu Call Management System86CentreVu Supervisor87Basic Call Management System87Call Center Summary884. Computer-Telephone Integration Solutions93DEFINITY PC Console94CallVisor Adjunct Switch Application Interface94Capabilities95Architecture97Application Programming Interface97CallVisor for UNIX98CallVisor ASAI Gateway100CallVisor Services100CallVisor ASAI Maintenance Services101Other Vendor Products101PassageWay102PassageWay Direct Connection103PassageWay Fast Call for Direct Connection105PassageWay Telephony Services1065. Hospitality Solutions107INTUITY Lodging110Fax Messaging110Language Options111Call Accounting111Additional Features111DEFINITY ECS Hospitality Enhancements112Message Tandeming112Attendant Backup112Attendant Crisis Alert113E911/CAMA Trunk113Communications with Property Management Systems1146. Mobility Solutions115Cordless Solution115Medium Range Mobility Solution116Long Range Mobility Solutions117DEFINITY Wireless Business System118Forum Personal Communications Manager1187. Telecommuting Solutions121DEFINITY Extender121Lucent Technologies TelecommuterModule121DEFINITY ECS Features for Telecommuting122Remote Call Coverage/ Call Forwarding Off-Net122Extended User Administration of Redirected Calls (Telecommuting Access)123Personal Station Access123Station Security Codes123AUDIX Features for Telecommuting123CONVERSANT Features for Telecommuting1248. Data Management Solutions125Data Communications Capabilities125Data Management Features126Digital Interfaces128Digital Communications Protocol129Digital Multiplexed Interface129ISDN-PRI130ISDN-BRI130Data Modules131Modems and Modem Pooling133Mode Code Interface1359. Voice Processing Solutions137DEFINITY AUDIX Voice Messaging System138Reliability and Security139Easy Installation and Expansion140Improved Clarity140The Best Solution Worldwide140Summary of DEFINITY AUDIX Features141INTUITY Messaging Solutions142INTUITY Lodging143INTUITY Message Manager143Voice Messaging Systems and Call Coverage144INTUITY CONVERSANT System144CONVERSANT Form Filler Plus14610. Desktop Solutions147Telephone Features147Abbreviated Dialing148Bridged Call Appearance148Conference148Display of ISDN/PPM Charge148Group Listen148Group Paging148Integrated Announcements149Integrated Directory149Last Number Dialed149Leave Word Calling150Whisper Page150Call Coverage150Coverage Paths for a Manager151Voice Messaging and Call Coverage152Message-Retrieval Options153Telephones and Workstations153Telephones153Analog (Single-Line) Telephones153DCP Telephones154ISDN BRI Telephones154Telephones for the Global Marketplace1548400 Series Telephones1549400 Series Telephones1566400 Series Telephones158Teleconferencing Products158Quorum A-28 Conference Bridge158SoundStation Audioconferencing Systems159SoundStation161SoundStation EX16111. Multimedia Solutions163Multimedia complex163High-Level feature description164Multimedia Call Handling165Multimedia Applications Server Interface168Video Products and Services168Group Video System169Desktop Conferencing Systems171MultiPoint Control Unit171Arranging Conferences17212. Networking Solutions173QSIG Global Networking173World Class Routing174Network Management Features175Time of Day Routing175Automatic Route Selection176Automatic Alternate Routing176Additional Network Feature Path Replacement176Look Ahead Routing176Subnetwork Trunking176Generalized Route Selection177Facility Restriction Level177Bearer Capability Class178Remote Network Access178Public Network Call Priority179Call Retention179Mode of Release Control179Forced Disconnect179Intrusion180Re-Ring180Authorization Codes180Network Interfaces and Equipment180Trunk Group Circuits180Local Exchange Trunks181Tie Trunks181Auxiliary Trunks181Miscellaneous Trunks181Digital Interfaces182E1 Interface182T1 Interfaces182Stratum 3 Clock183ISDN184Centralized Attendant Service188Main/Satellite/Tributary189Electronic Tandem Network190Distributed Communication System — Integrated SDN and Non-Integrated SDN191Distributed Communications System and ISDN193Wideband Signaling19313. Service Upgrade Solutions195Connecting to a Network196Amortizing Replacement Costs196Ensuring Uninterrupted Service196Storing New Equipment197Making Optimum Use of Available Lines197Re-training Administrators197Backward Compatibility197Seamless Integration19814. System Management Solutions199System Management Terminal and Applications200DEFINITY ECS Management Terminal200DEFINITY G3 Management Applications200TERRANOVA ECS Administration202OneVision™ Enterprise Network Management Applications202DEFINITY G3 Fault Management202DEFINITY G3 Proxy Agent203System Access203System Access Interface Support203Concurrent User Sessions204Host Interface204Terminal Administration204Administration Without Hardware204Terminal Translation Initialization205Scheduling206Basic Reporting206Performance Measurements207G3 Management Applications Reports and Data Acquisition Utilities210ECS Reports Generator210Call Charge Information212Call Detail Recording212Call Detail Recording Features212Call Detail Recording Devices213Call Accounting Systems213Call Accounting System for Windows214Call Accounting System Terminal214INTUITY Call Accounting System215Security215Security Violation Notification215Call Restrictions216A. Features217Automatic Routing Features218Automatic Alternate Routing (AAR)218Automatic Route Selection (ARS)218AAR/ARS Overlap Sending218AAR/ARS Partitioning219Alternate Facility Restriction Levels219Facility Restriction Levels and Traveling Class219Generalized Route Selection219Look Ahead Routing220Subnet Trunking220Time of Day Routing220Basic Features221Abbreviated Dialing221Administered Connections221Administrable Language Displays221Administration Without Hardware221Alphanumeric Dialing221Alternate Operations Support System Alarm Number222Answer Detection222Attendant Auto-Manual Splitting222Attendant Backup Alerting222Attendant Call Waiting223Attendant Calling of Inward Restricted Stations223Attendant Console223Attendant Control of Trunk Group Access223Attendant Crisis Alert223Attendant Direct Extension Selection With Busy Lamp Field224Attendant Direct Trunk Group Selection224Attendant Display224Attendant Intrusion (Call Offer)224Attendant Override of Diversion Features224Attendant Priority Queue224Attendant Recall225Attendant Release Loop Operation225Attendant Serial Calling225Audible Message Waiting225Audio Information Exchange Interface225Authorization Codes226Auto Start and Don’t Split226Automatic Callback226Automatic Circuit Assurance226Automatic Incoming Call Display226Automatic Transmission Measurement System227Block Collect Call227Bridged Call Appearance — Multi-Appearance Telephone227Bridged Call Appearance — Single-Line Telephone227Bulletin Board228Busy Verification of Terminals and Trunks228Call Charge Information228Call Coverage229Call Detail Recording229Call Forwarding229Call Park230Call Pickup230Call Waiting Termination230Class of Restriction230Class of Service230Code Calling Access230Conference — Attendant231Conference — Terminal231Consult231Coverage Callback231Coverage Incoming Call Identification231Customer-Provided Equipment Alarm231Data Call Setup231Data Hot Line232Data Privacy232Data Restriction232Default Dialing232Demand Print232Dial Access to Attendant232Dial Plan232Dialed Number Identification Service233Distinctive Ringing233Dual DCP I-Channels233Emergency Access to the Attendant233Enhanced Abbreviated Dialing233Enhanced Voice Terminal Display233Extended User Administration of Redirected Calls233External Device Alarming234Facility Busy Indication234Facility Test Calls234Fiber Link Administration234Go to Cover234Group Listen234Group Paging235Hold235Hold — Automatic235Hunt Groups235Individual Attendant Access236Integrated Directory236Integrated Services Digital Network — Basic Rate Interface (ISDN-BRI)236Intercept Treatment236Intercom — Automatic237Intercom — Dial237Internal Automatic Answer237Last Number Dialed237Leave Word Calling237Line Lockout238Listed Directory Number238Loudspeaker Paging Access238Manual Message Waiting238Manual Originating Line Service238Manual signaling239Misoperation Handling239Modem Pooling239Multi-Appearance Preselection and Preference239Music-on-Hold Access240Night Service240PC/PBX Connection241Personal Station Access241Personalized Ringing241Power Failure Transfer241Priority Calling241Privacy — Attendant Lockout241Privacy — Manual Exclusion242Public Network Call Priority242Pull Transfer242Recall signaling242Recorded Announcements242Recent Change History242Recorded Announcement242Recorded Telephone Dictation Access243Remote Access243Restriction — Controlled243Ringback Queuing243Ringer Cutoff243Ringing — Abbreviated and Delayed243Security Violation Notification244Send All Calls244Station Hunting244Station Security Codes244Telephone Self Administration244Temporary Bridged Appearance244Tenant Partitioning245Terminal Translation Initialization245Terminating Extension Group245Timed Reminder and Attendant Timers245Transfer246Transfer — Outgoing Trunk to Outgoing Trunk246Trunk Flash246Trunk Group Busy/Warning Indicators to Attendant246Trunk Identification By Attendant247Trunk-to-Trunk Transfer247Visually Impaired Attendant Service247Voice Message Retrieval248Voice Terminal Alerting Options248Voice Terminal Display248Whisper Page248World Class Tone Detection248World Class Tone Generation249Call Center Features249Abandoned Call Search249Add/Remove Skills249Agent Call Handling249Auto-Available Split249Automatic Call Distribution250Basic Call Management System250Call Management System250Call Prompting250Call Vectoring250Calling Party/Billing Number251Calling/Connected Party Number (CPN) Restriction251Per Line CPN Restriction251Per Call CPN Restriction251CallVisor Adjunct-Switch Application Interface (ASAI)251Direct Agent Announcement252Expert Agent Selection252Flexible Billing252Inbound Call Management252Intraflow and Interflow253Look-Ahead Interflow253Malicious Call Trace253Multiple Call Handling253Queue Status Indications253Reason Codes253Redirection on No Answer254Service Observing254VDN in a Coverage Path254VDN of Origin Announcement254Voice Response Integration255VuStats255Hospitality Features255Attendant Room Status255Automatic Wakeup255Do Not Disturb256Dual Wakeup256Room Activated Wakeup With Tones256Hospitality Services256Names Registration256Property Management System Interface256Property Management System (PMS) Digit to Insert/Delete257Single-Digit Dialing and Mixed Station Numbering257Multimedia Features257Multimedia call Early Answer on vectors and stations257Multimedia Call Handling258Multimedia data conferencing (T.120) via ESM258Multimedia multiple-port network259Call Detail Recording (CDR)259Private Networking Features259Centralized Attendant Service259Distributed Communications System259DCS Alphanumeric Display for Terminals260DCS Attendant Control of Trunk Group Access260DCS Attendant Display260DCS Automatic Callback260DCS Automatic Circuit Assurance260DCS Busy Verification of Terminals and Trunks260DCS Call Coverage260DCS Call Forwarding261DCS Call Waiting261DCS Distinctive Ringing261DCS Leave Word Calling261DCS Multiappearance Conference/ Transfer261DCS Over ISDN-PRI D-channel262DCS Trunk Group Busy/Warning Indication262DCS With Reroute262Enhanced DCS262Extended Trunk Access262Extension Number Portability263Inter-PBX Attendant Calls263Node Number Routing263Private Network Access263QSIG263QSIG Call Forwarding (Diversion)264QSIG Call Offer264QSIG Call Transfer264QSIG Manufacturers Specific Information (MSI)265QSIG Name and Number Identification265QSIG - Called/Busy Name Display266QSIG Path Replacement266QSIG Path Retention266Transit Counter266Uniform Dial Plan266Trunk Group Features268DS1 Trunk Service268Digital Multiplexed Interface268ISDN — General268R6 BRI Trunk Enhancements268NT Interface on TN556C268NT QSIG Peer Protocol269Full ETSI Functionality269Automatic TEI269Layer 1 Deactivation269Multiple Subscriber Number (MSN) - Limited270Call-by-Call Service Selection270CAMA - E911 Trunk Group270Facility and Non-Facility Associated Signaling270Wideband Switching270B. System Capacity Limits271Overview271Multiple Offer Categories271System Capacity Limits273C. References291Basic DEFINITY ECS Documents291Administration291Installation and Maintenance292Call Center Documents295DEFINITY295CentreVu CMS296Application-Specific Documents296ASAI296ACD298Call Detail Recording298Console Operations298Hospitality299Glossary and Abbreviations301Index353Size: 2.96 MBPages: 362Language: EnglishOpen manual
