ATT DEFINITY Communications System Generic 3 Basic Call Management System Instructions Manual

							Data Module and Printer Options
B-6Issue  4  September 1995  
						

							Issue  4  September 1995C-1 
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References
The following is a list of DEFINITY Communi cations System Generic 3 
documents, including a brief description of each document.
To order copies, refer to the address and phone number on the back of this 
document’s title page. For addition DEFINITY Communications System 
documents, refer to the 
GBCS Publications Catalog, 555-000-010, available from 
the AT&T Customer Information Center.
Basic
The following are basic documents for anyone using the DEFINITY 
Communications System.
Provides comprehensive technical descriptions of system features and  
parameters. Includes the ap plications and benefits, feature interactions, 
administration requirements, hardware and software requirements, and a brief 
discussion of data communications and private networking configurations.
DEFINITY Communications System Generic 3 
Feature Description, Issue 2555-230-204 
						

							References
C-2Issue  4  September 1995 
Provides step-by-step procedures for preparing the hardcopy forms that 
correspond to the screens and are required to implement the features, functions, 
and services of the system. Includes procedures for completing a 
communications survey. Includes an initial set of blank forms (555-230-655B, 
555-230-653B).
Provides additional blank hard c op y forms that correspond to the screens that are 
required to implement the features, functions, and services of the system. 
Copies of these forms are automatically included with the 
DEFINITY 
Communications System Generic 3 Version 4 Implementation, Issue 1
, 
555-230-655 or 
DEFINITY Communications System Generic 3 V2/V3 
Implementation, Issue 1
, 555-230-653. Use this ord er number to purchase 
additional forms.
Provides a technical desc ription of the systems and is intended for service 
personnel, sales personnel, and customers who need a c omprehensive overview 
of the system. Includes descriptions of hardware, software features, technical 
specifications, environment requirements, maintenance requirements, and 
illustration of components.
Provides detailed descriptions of all the measurement, status, and security 
reports available in the system and is intended for administrators who validate 
traffic reports and evaluate system performance. This document was titled  
System Reports for earlier systems. Includes corrective actions for potential 
problems.
DEFINITY Communications System Generic 3 
Version 4 Implementation, Issue 1555-230-655
DEFINITY Communications System Generic 3 
V2/V3 Implementation, Issue 1
Addendum and Addendum 2555-230-653
DEFINITY Communications System Generic 3 
Version 4 Implementation Blank Forms, Issue 1555-230-655B
DEFINITY Communications System Generic 3 
V2/V3 Implementation Blank Forms, Issue 1555-230-653B
DEFINITY Communications System Generic 3 
System Description and Specifications, Issue 3555-230-206
DEFINITY Communications System Generic 3 
Version 4 Traffic Reports, Issue 2555-230-511 
						

							Basic
Issue  4  September 1995
C-3
Provides descriptions of the procedures for installing and testing the system’s 
common equipment and adjuncts. Includes setup procedures for the system 
management terminal, power and grounding requirements, and testing steps. 
Includes compete details on system wiring. Provides both domestic and  
international information.
Provides procedures and information for hardware installation and initial testing  
of the DEFINITY Communications System Generic 3, models Generic 3i and  
Generic 3 single-c arrier cabinet switches only. The UK version will be shipped 
with all single-c arrier cabinet systems in the US. Some languages may not be 
available until a future date.
Provides procedures for an installation technician to convert an existing 
DEFINITY Communi c ations System Generic 1, Generic 2, Generic 3 Version 1, 
Generic 3 Version 2, Generic 3 Version 3, or System 75 R1V3 to Generic 3 
Version 4. Included are upgrade considerations, lists of required hardware, and 
step-by-step upgrade procedures. Also included are procedures to add control 
carriers, switch node c arriers, port c arriers, circ uit p acks, auxiliary cabinets, and 
other equipment.
Provide detailed descriptions of the procedures for monitoring, testing, and 
maintaining the systems. Included are maintenance commands, step-by-step 
trouble-clearing p rocedures, the procedures for using all tests, and exp lanations 
of the system’s error codes.
DEFINITY Communications System Generic 1 
and Generic 3 Installation and Test, Issue 5555-230-104
DEFINITY Communications System Generic 3 
Installation (for Single-Carrier Cabinets), Issue 1555-230-894 UK English
555-230-895 German
555-230-896 French
555-230-897 Spanish
555-230-900 Chinese
DEFINITY Communications System Generic 3 
Version 1.1 - Version 4 Upgrades and Additions, 
Issue 2555-230-107
DEFINITY Communications System Generic 3r 
Maintenance, Issue 4555-230-105
DEFINITY Communications System Generic 
3i/s/vs Maintenance, Issue 7555-204-105 
						

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C-4Issue  4  September 1995 
Provides a detailed overview of the system including descriptions of many of the 
major features, ap plications, hardware, system capabilities, and the AT&T 
sup port provided with the system. This document reflects Generic 3 Version 2 
software, but still contains relevant information.
Provides step-by-step procedures for the account team in determining the 
customer’s equipment and hardware requirements to configure a system 
according to the customer specifications. Includes detailed requirements and 
block diagrams. This document reflects Generic 3 Version 2 software, but still 
contains relevant information.
Provides information about the risks of telecommunications fraud and measures 
for addressing those risks and preventing unauthorized use of GBCS products. 
This document is intended for telecommunications managers, console operators, 
and security organizations within companies. 
Provides descriptions of the peripheral equipment that can be used with System 
75, System 85, and DEFINITY Communications System. This document is 
intended for customers and AT&T account teams for selecting the correct 
peripherals to accompany a system.
Provides detailed operating instructions for the system features on each type of 
voice terminal. Included are definitions of the voice features and user 
requirements.
An Introduction to DEFINITY Communications 
System Generic 3, Issue 1555-230-023
DEFINITY Communications System Generic 3 
Planning and Configuration, Issue 2555-230-601
GBCS Products Security Handbook, Issue 4555-025-600
DEFINITY Communications System and System 
75 and System 85 Terminals and Adjuncts 
Reference, Issue 7555-015-201
DEFINITY Communications System Generic 1 
and Generic 3 Voice Terminal Operations, Issue 1555-230-701 
						

							Call Center
Issue  4  September 1995
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Provides capability to produce laser-printed documentation for specific voice 
terminals. The software is supported by a comprehensive user’s guide and  
on-line help. This product requires a 386 PC, minimum of 6MB disk space, 
minimum of 4MB RAM, a printer sup ported by Microsoft GDI printer drive, and 
Microsoft Windows 3.1 or higher. A mouse is recommended.
Call Center
The following list of documents are Call-Center sp e cific. Refer also to the basic 
DEFINITY Communi c ations System documents.
Provides information on how to write, use, and troubleshoot vectors, which are 
command sequences that process telephone calls in an Automatic Call 
Distribution (ACD) environment. It is provided in two parts: tutorial and reference. 
The tutorial p rovides step-by-step procedures for writing and  implementing basic 
call vector scripts.
The reference includes detailed descriptions of the call vectoring features, vector 
management, vector administration, adjunct routing, troubleshooting, and 
interactions with management information systems (including the Call 
Management System).
Provides detailed instructions on how to generate reports and manage the 
system and is intended for telecommunications managers who wish to use 
BCMS reports and system managers responsible for maintaining the system.
DEFINITY Communications System Generic 1, 
Generic 3, and System 75 Voice Terminal Guide 
Builder, Issue 1555-230-755
DEFINITY Communications System Generic 3 
Call Vectoring/Expert Agent Selection (EAS) 
Guide, Issue 4555-230-520
DEFINITY Communications System Generic 3 
Basic Call Management System (BCMS) 
Operations, Issue 4555-230-704 
						

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C-6Issue  4  September 1995 
Networks
The following list of documents are network-sp ecific. Refer also to the basic 
DEFINITY Communi c ations System documents.
Provides detailed information regarding the Wideband Switching feature for the 
system and is intended for users and technical support personnel involved with 
the installation, administration, and  operation of this feature. This feature provides 
high speed end -to-end connectivity between customer endpoints where 
dedicated facilities are not economical or appropriate. The primary function is to 
sup port high speed video-conferencing and data applications.
 
Provides a detailed technical desc ription of digital trunks in the DEFINITY 
Communications Systems. This includes trunks  conforming to the DS1 standard 
(1.544 Mbps) and the CEPT1  standard and all other methods of signalling, 
including bit-oriented signalling as well as ISDN-PRI signalling. This document 
includes background information on these topics, information on how digital 
trunk capabilities have been designed into the DEFINITY Communications 
System and information for field personnel and customers on how to provision 
and administer digital trunk capabilities and features. Provides both domestic 
and international information.
Application Specific
The following list of documents are ap pli cation-specific. Refer also to the basic  
DEFINITY Communi c ations System documents.
Provides detailed descriptions of the difference between features and 
administrative forms for systems Generic 2 to Generic 3 Version 4 and is 
intended for AT&T personnel and customers involved in planning upgrades and 
migrations from an older system. Includes descriptions of new administrative 
commands. 
DEFINITY Communications System Generic 3 
Wideband Technical Reference, Issue 1555-230-230
DEFINITY Communications System Generic 2.2 
and Generic 3 Version 2 DS1/CEPT1/ISDN PRI 
Reference Manual, Issue 1555-025-107
DEFINITY Communications System Generic 2 to 
Generic 3 Version 4 Transition Reference, Issue 1555-230-636 
						

							Application Specific
Issue  4  September 1995
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Provides procedures and directions for the account team and customer 
personnel for effectively p lanning and implementing the CallVisor Adjunct/Switch 
Application Interface (ASAI) PBX-Host environment. The CallVisor ASAI is a 
communi cations interface that allows adjunct processors to access switch 
features and to control switch calls. It is implemented using an Integrated 
Services Digital Network (ISDN) Basic Rate Interface (BRI). Included are 
hardware and software requirements.
Provides detailed layer 3 protocol information regarding the CallVisor 
Adjunct/Switch Application Interface (ASAI) for the systems and is intended for 
the lib rary or driver programmer of an adjunct processor to create the library of 
command s used by the ap plications programmers. Describes the ISDN 
message, facility information elements, and information elements.
Provides detailed information regarding the CallVisor Adjunct/Switch Application 
Interface (ASAI) for the systems and is intended for the application designer 
responsible for building and/or programming custom applications and features.
Provides procedures for installation, administration, and maintenance of the 
CallVisor Adjunct/Switch Application Interface (ASAI) Ethernet application and is 
intended for system administrators, tele communications managers, Management 
Information System (MIS) managers, LAN managers, and AT&T personnel. The 
ASAI-Ethernet application provides ASAI functionality using 10Base-T Ethernet 
rather than BRI as a transport media.
Provides information for use by agents after they have completed ACD training. 
Includes descriptions of ACD features and the procedures for using them.
DEFINITY Communications System Generic 3 
CallVisor ASAI Planning Guide, Issue 4555-230-222
DEFINITY Communications System Generic 3 
CallVisor ASAI Protocol Reference, Issue 4555-230-221
DEFINITY Communications System Generic 3 
CallVisor ASAI Technical Reference, Issue 4555-230-220
DEFINITY Communications System Installation, 
Administration, and Maintenance of CallVisor 
ASAI Over the DEFINITY LAN Gateway, Issue 1555-230-223
DEFINITY Communications System Generic 3 
Automatic Call Distribution (ACD) Agent 
Instructions, Issue 4555-230-722 
						

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C-8Issue  4  September 1995 
Provides information for use b y supervisors after they have completed ACD 
training. Includes descriptions of ACD features and the procedures for using 
them.
Provides operating instructions for the attendant console. Included are 
descriptions of the c onsole control keys and functions, c all-handling procedures, 
basic system troubleshooting information, and routine maintenance procedures.
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 p rocedures. Some 
languages may not be available until a future date.
Provides an overview of the features available for use by the lodging and health 
industries to improve their property management and to provide assistance to 
their employees and clients. Included are brief definitions of many of the system 
features, descriptions of the hardware, planning considerations, and list of the 
system capabilities.
Provides step-by-step procedures for using the features available for use by the 
lodging and health industries to improve their p roperty management and to 
p rovide assistance to their employees and c lients. Includes detailed descriptions 
of reports.
DEFINITY Communications System Generic 3 
Automatic Call Distribution (ACD) Supervisor 
Instructions, Issue 4555-230-724
DEFINITY Communications System Generic 1 
and Generic 3 Console Operation, Issue 2555-230-700
DEFINITY Communications System Generic 1 
and Generic 3 Console Quick Reference, Issue 1555-230-890 UK English
555-230-891 German
555-230-892 French
555-230-893 Spanish
555-230-920 Chinese
An Introduction to DEFINITY Communications 
System Generic 3 Hospitality Services, Issue 1555-230-021
DEFINITY Communications System Generic 1 
and Generic 3 User’s Guide Hospitality 
Operations, Issue 2555-230-723 
						

							Issue  4  September 1995D-1 
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BMCS/CMS Report Heading 
Comparison
The following is a comparison of reports and report headings for BCMS and CMS 
R3V2 and  later releases. The attachments detail each column from each BCMS 
report, its corresponding column from a standard CMS report (or a database 
item in the R3 CMS database or a calculation, if no corresponding column 
appears in a standard CMS report) and present notes on any differences 
between the two.
Summary of Differences
The following are the primary differences between the BCMS report items and  
those in R3 CMS:
1. Names of measured entities on the switch are limited to 15 (or 11) 
characters. On R3 CMS, they are limited to 20 characters. (Note that b oth 
systems may truncate names to fit on some reports.)
2. Almost all database items in R3 CMS are call-based rather than 
interval-based. This means that almost all data for a call is pegged in the 
interval 
in which the call and any associated after call work completed. In 
BCMS, most items are pegged when the call itself completes (not 
following after call work), except for transfers, which are pegged when the 
transfer takes p lace, i.e., when the agent pushes the transfer button for the 
second time. In fact, half of the call ends with the transfer and is recorded 
at that point (since one of the facilities goes away on a transfer).
3. The G2.1, G2.2, and G3 switches sup port ring state when reporting on 
ACD calls to the CMS. This means that they send the DCON message to 
CMS when an ACD  call is ringing at the agent’s voice terminal. CMS 
tracks the time that calls spend ringing and will show an agent with a call 
ringing as being in the ring state, on real-time reports. BCMS receives 
notification when a call is ringing at the agent’s terminal and puts the