ATT DEFINITY Communications System Generic 3 Instructions Manual

							Modem Poolin g
Issue  3   March 1996
3-897
nDMI 
Data calls originated from a local analog data endpoint to a DMI trunk 
must dial the Data Origination Ac cess Code to obtain a conversion 
resource. Data calls on DMI trunks to local analog data endpoints 
automatically obtain conversion resources.
nDS1 Tie Trunk Service 
Conversion resources used for Modem Pooling can only be connected to 
AVD DS1 tie trunks via Data Terminal Dialing or by dialing the feature 
access code for data origination.
nCDR 
With G3i, Data Call CDR records the use of modem pools on trunk calls.
Administration
Modem Pooling is assigned on a per-pool basis by the System Manager. The 
following items require administration.
nConversion Resources — For integrated conversion resources,  assign 
Pooled Modem circuit packs. For combined conversion resources, assign 
Trunk Data Module and associated modems ports, sp eed (up to three 
speeds), and duplex and synchronization characteristics.
nHOLD Time ( per pool basis) — Specify the maximum time any conversion 
resource may be held and not used (while a data call waits in a queue). 
Default value is five minutes. 
nData Origination Ac cess Code — Allow users to indicate a need  for a 
conversion resource on an analog data call origination.
G3i-Global can only use a modem compatible with the ITU-T 108.1 signaling 
procedures. Either a synchronous or asynchronous modem may be used.
Hardware and Software Requirements
One TN758 Pooled Modem circ uit pack is required for each two integrated 
conversion resources provided. Combined  conversion resource requires one 
port on the Digital Line circuit pack and one p ort on an Analog Line circuit pack.
No a d ditional software is required. 
						

							Feature Descriptions
3-898Issue  3   March 1996 
Move Agents From CMS
Feature Availability
Move Agents From CMS is available from a CMS adjunct with all G3 releases. In 
a d dition, G3V4 a n d later releases provide the a bility to move agents or change 
skills while the agent is staffed. With R3V2 and later CMS releases, a single 
agent’s skill assignments can be changed while the agent is staffed. With 
CentreVu
TM CMS R3V4 and later releases, up to 32 a gents’ split or skill 
assignments can be changed while the agents are staffe d.
Description
Allows a user to move up to 32 a gents from one split to another from the CMS 
terminal. 
G3V3 and earlier releases restrict the move to a gents who are not logg ed in. In 
a d dition, only one Expert Agent Selection (EAS) agent can have skill(s) changed 
on the CMS terminal at one time and this change does not take effect until they 
log out.
With G3V4 and later releases, users c an change agents’ split or skill assignments 
while the agents are lo g ged in. In a d dition, with EAS one skill can be add e d, 
deleted or moved simultaneously for a group of up to 32 agents.
In either case non-EAS a gent assignments can only be changed for splits that 
are measured by CMS. EAS skills do not need to be measured.
When agents are not logg e d in, the split/skill changes take effect immediately. 
Staffed agent changes are either imme diate or p ending. See  Move Ag ent While 
Staffe d later in this section for a description of when changes remain pending.
Even though the CMS screen can be used to move multiple agents, the system 
makes each move individually. If, for some reason, one of the requested agents 
cannot be moved, this does not affect the other move agent requests.
The CMS displays whether a move is successful, pending, or fails. It also gives 
the reason for any failed change.
In a non-EAS environment, when CMS is used to move a gents from one split to 
another, all split-associated buttons assigned to an agent are automatically 
assigned to the new s plit. Split-associated b uttons are those buttons assigned to 
an agent’s voice terminal or console that are associated with a specific split. For 
example, the ACW button is a sp lit-associated button. If an agent is assigned an 
ACW button for one split,  and is moved to another split via the CMS screen, the 
ACW button, instead of being associated with the first split, is then associated 
with the second split. However, if a user already has a specific split-associated 
button for both the old split (split from which the agent is removed) and the new  
						

							Move Agents From CMS
Issue  3   March 1996
3-899
split (sp lit to which the agent is added), the button assignments remain 
unchanged. This keeps duplicate split-associated buttons from being assigned 
to the same split. The following buttons are sp lit-associated b uttons:
nManual-In
nAuto-In
nAuxiliary Work
nAfter Call Work
nAssist
nOldest Queued Time (OQT)
nNumber of Queued Calls (NQC)
nICI
For complete instructions for moving agents, see: the 
CentreVuTM Call 
Management System Release 3 V4 Administration Manual
, 585-215-800; or, the 
appropriate version Call Management System a dministration manual 
(585-215-521 or 585-215-511).
Move Agent While Staffed
With G3V4 and later releases, agent’s can be moved between splits and EAS 
agent skills can be removed, replaced or added while the agents are staffed. In 
this way, Call Centers can be more resp onsive to changing requirements 
including peaks in Call Center activity.
In a non-EAS environment, an agent extension or group of up to 32 agents’ 
extensions can be moved between splits. In an EAS environment, a skill can be 
added, deleted or moved at one time for a group of up to 32 agents.
The changes are effective immediately unless the agent is:
nActive on a call appearanc e
nIs in After Call Work (ACW)
nHas Direct Agent Calls (DACs) waiting (EAS only)
nIs the last agent in a non-vector controlled split with calls in queue for the 
split that is being moved (non-EAS only)
In these c ases, the move is pending until the agent logs out or comp letes all calls 
and b ecomes available or enters AUX work. If a request is p ending for a non-EAS 
agent, another request to move that agent will be denied.
When a staffed a gent is moved b etween non-EAS splits, the a gent work mode for 
the new split is the work mode of the removed split. With EAS, when a skill is 
added or changed, the agent’s work mo de remains the same as it was before the 
change. 
						

							Feature Descriptions
3-900Issue  3   March 1996 
G3V4 also allows for the administration of a new button used to notify agents of 
split/skill changes. If a change is made from CMS while the agent is staffed, the 
button (alrt-agchg) flashes at the a gent’s terminal. When the a gent p ushes the 
button, the flashing stops. The button also flashes when a user with console 
permissions adds or removes an agent’s skill. If an a gent changes his or her own 
skills from the voice terminal, the button lamp does not flash.
Considerations
Because changing an agent’s split/skill assignments may affect what call is 
delivered next, agents need to have prior knowledge that a call of the new type 
could be delivered at any time. Supervisors may elect to call agents prior to 
making the move.
In a non-EAS environment, agents need to be aware of what s plits are associated 
with a given set of work mode buttons. This may be difficult for agents in multiple 
splits, particularly when moves are common. In some a p plications, it may be 
necessary to limit agents in a single sp lit or use EAS, which has a single set of 
work mo de buttons.
In applications where agents are often moved between splits/skills, it is 
recommended that the VuStats button not have a particular split/skill 
administered to the b utton. The agent can enter the split/skill on the dial pad or 
the split can be referenced as the first, second, third, or fourth split logg e d into 
on the VuStats format. 
Agents who have b een moved from CMS in a non-EAS environment may not 
know which splits they are lo g ged into when they need to log off. For this reason, 
it is recommended that a VuStats display be created for these agents showing 
the splits in which they are currently staffe d.
Only agents with voice terminal extensions c an be moved using the Move Agents 
From CMS feature. Individual attendants serving as agents cannot be moved 
using the Move Agents From CMS feature.
Agents cannot be add ed to or removed from splits via the Move Agents From 
CMS feature. They can only be moved from one split to another. Add itions and 
removals must b e done on the  Management Terminal.
System administration (local or remote) that requires use of the ADD, CHANGE, 
or REMOVE commands cannot b e done while the system is making a gent moves 
as a result of a request from the CMS. After the moves are complete, this type of 
administration can be done.
Move agents, Move Vector Directory Numbers, or  Change Vector requests from 
other CMS terminals will fail if one CMS terminal’s Move Agents request is in 
progress. 
						

							Move Agents From CMS
Issue  3   March 1996
3-901
Interactions
nAgent Call Handling
If an agent is moved from one split to another via the Move Agent From 
CMS feature, the agent’s split-associated buttons are reassigned to the 
new split. The agent should be provided with a set of button labels so the 
buttons can be updated accordingly.
nG3-MT/G3-MA
Under normal circumstances when a skill is changed from G3-MT or 
G3-MA, the change does not take effect until the a gent logs in. However, if 
a staffed agent is moved from CMS, the switch automatically logs the 
agent out and back in again. In this case, the G3-MT or G3-MA changes 
would take effect at the same time as the CMS changes.
Administration
None required.
Hardware and Software Requirements
A CMS adjunct and ACD software is required. 
						

							Feature Descriptions
3-902Issue  3   March 1996 
Multi-Appearance Preselection and 
Preference
Feature Availability
This feature is available with all Generic 3 releases.
Description
Provides multiappearance voice terminal users with options for placing or 
answering calls on selected a p pearances.
nRinging Appearance Preference
When a user lifts the handset to answer an incoming call, the system 
automatically connects the user to the ringing call a p pearance.  If more 
than one call is incoming, the user is automatically c onnected to the eldest 
(first-in) ringing call appearance.   The in-use (red) lamp tracks the ringing 
appearance and the answered appearance.
nIdle Appearance Preference
When a user lifts the handset to place a call, the system automatically 
connects the user to an idle appearance even if an incoming call is ringing 
at another a p pearance.  The in-use (red) lamp tracks an idle appearance 
when the handset is lifted.
nPreselection
Before lifting the handset to place or answer a call, the user can manually 
select an appearance (press a c all a ppearance button or a feature b utton) 
where the in-use lamp is d ark.  Preselection is used, for example, when 
the  user wants to reenter a held call or activate a feature.  Preselection 
also activates the speakerphone if the voice terminal is so equipp e d.
The Preselection option overrides both Preference options. If the user 
does not lift the handset within five seconds after using Preselection, the 
selected appearance returns to idle.
Preselection can be used with a feature button. For examp le,  if an 
Abbreviated Dialing button is pressed, a call appearance is automatically 
selected and, if the user lifts the handset within five seconds, the call is 
automatically placed. Preference dictates whether the user is connected 
to the ringing call appearance or to an idle call appearance.  If there is no 
incoming call, the user is automatically connected to an idle call 
appearance upon lifting the handset.  This is true, regardless of the 
Preference option assigned. 
						

							Multi-Appearance Preselection and Preference
Issue  3   March 1996
3-903
Considerations
Multi-Appearance Preselection and Preference is used to select the call 
appearances to which users are connected when they lift the handset.
Multi-appearance voice terminals can have from 2 to 10 call appearances. One 
of these call a p pearances is reserved for placing calls or for receiving a Priority 
Calling call.  If a voice terminal has two call appearances and one of them is 
active, a nonpriority call c annot access the other c all a ppearance, even if the call 
appearance is idle.  Also, the reserved call ap pearance is not a fixed-position 
button.  It is simply the last idle call appearance.  For example, assume a voice 
terminal has ten call appearances.  Any nine can be in use, but the tenth (last) 
one is reserved. The restriction of the last call a p pearance is administrable on 
‘‘Station’’ form.
This aspect of system operation should be considered when determining the 
number of call ap pearances for a voice terminal. The d efault value and 
recommended number of call appearances is three.
All incoming and outgoing calls require a call appearance.  There are no hidden 
or free call appearances.  For example, consider a member of a Call Pickup 
group with a Call Pickup button.  When a call rings some other group member, it 
can normally be answered by pressing the Call Pickup button. However, 
pressing the button selects a call appearance for the call, if available.  If a call 
appearance is not available, the call cannot be picked up.  Similarly, calls 
originated using the Facility Busy Indication feature calls also require a call 
appearance.  In this case, the call cannot be completed unless an idle call 
appearance is available.  A Facility Busy Indication button on a called voice 
terminal provides a visual indication of the busy or idle status of another facility. It 
does not provide a talking path. These facts should be considered when 
determining the number of call appearances for a voice terminal.
Interactions
The following features interact with the Multi-Ap pearance Preselection and 
Preference feature.
nCall Coverage
If Cover All Calls (part of the Call Coverage feature) is the redirection 
criteria to be used for a voice terminal, Id le Appearance Preference 
should also be assigned to the voice terminal.  This allows the principal 
(called party) to lift the handset without being accidentally connected to a 
call which should be screened.
nAutomatic Incoming Call Disp lay
Incoming calls are not displayed if Idle Ap pearance Preference is 
activated. 
						

							Feature Descriptions
3-904Issue  3   March 1996 
nIntegrated Services  Digital  Network (ISDN) Basic Rate Interface (BRI)
When an ISDN-BRI station assigned with the “Select Last Used 
Appearance?” field of the “Station” form set to yes completes a transfer 
while off-hook using the handset, the user will be left hearing a dial tone on 
the last-used appearance, rather than the silence heard in the same 
situation by an user of other station types.
Administration
The I dle Ap p earance Preference option is administered on a per-terminal basis 
by the System Manager.  If Idle Ap pearance Preference is not administered, the 
voice terminal has Ringing Ap pearance Preference.  Both preference options 
cannot be used on the same voice terminal, and no preference is not an option.  
Administratively, Idle Appearance Preference (yes or no) is the only c hoice.  No, 
which is the system default, selects Ringing Appearance Preference.  No 
administration is required for preselection.
Hardware and Software Requirements
No a d ditional hardware or software is required. 
						

							Multiple Call Handling
Issue  3   March 1996
3-905
Multiple Call Handling
Feature Availability
Multiple Call Handling on request is available with G3V3 and later releases. 
Forced Multiple Call Handling is available with G3V4 and later releases. It is only 
available when Automatic Call Distribution (ACD) is optioned. There are also 
options for Multi ple Call Handling on-Re quest and Multiple Call Handling Forc ed.
Description
Multiple Call Handling allows an a gent to be interrupted with an add itional ACD 
call. When MCH is optioned for a sp lit or skill, the agent can receive an additional 
call when he or she requests one. Or, an additional c all will automatically alert by 
ringing at the agent’s terminal.
This feature is useful in applications in which it is important for an agent to take 
another call without dropping of the active call. For exam ple:
nIn some situations, an agent and a caller may need to wait on a call for 
information. MCH allows the a gent to put the call on hold until the 
information is available and to handle other ACD calls in the meantime.
nIn cases where ACD calls are considered to be more important to the 
business than non-ACD calls, MCH c an b e used to interrupt an agent who 
is on a non-ACD call with a call from an ACD split or skill.
nSimilarly, in an EAS environment calls from one skill may b e considered 
more imp ortant than calls from another skill. In this case, MCH can be 
used to interrupt an agent who has a call from the less important skill with 
a call from the more important skill.
The agent can only receive multiple calls when in the Auto In (AI) or Manual In 
(MI) mode. All forced MCH calls are delivered with ringing at the agent’s station, 
not with zip tone. Requested MCH calls can be delivered with ringing or zip tone.
MCH is available in either an EAS or non-EAS environment. However, with EAS 
an agent may b e administered with any c ombination of MCH and non-MCH skills. 
In a non-EAS environment, agents are limited to being logged in to only one split 
if that s plit is a MCH sp lit. Therefore, a non-EAS a gent who is lo g ged in to a MCH 
split is not allowed to log in to another split. Similarly, a non-EAS agent logg e d in 
to a non-MCH sp lit is not allowed to log in to an MCH split. If an EAS agent is a 
member of both MCH and non-MCH skills, the agent is able to process multiple 
simultaneous ACD or Direct Agent calls only in the MCH skills.
Forced MCH is not recommended with DDC distribution since the first agent 
would continue to receive calls until all of his or her line appearances were busy.  
						

							Feature Descriptions
3-906Issue  3   March 1996 
It is imp ortant with forced MCH to limit the number of unrestricted line 
appearances for an agent to the number of active calls the agent can handle.
Agents and supervisors in on-request splits or skills c an use features such as 
Queue Status, VuStats and BCMS/CMS  reports to determine if a call is waiting 
that must be answered immediately.
The following sections describe each of the MCH options. These options are 
administered on the “Hunt Group”  form.
None 
With this option, agents in the split or skill will not receive an ACD call from this 
split or skill if any call appearance has a call ringing, active or held.
On Request
With this option, agents in the s plit or skill can request additional calls by placing 
an active call on hold and then selecting the AI or MI work mo de. A queued ACD 
split/skill or Direct Agent Call is then routed to the agent. The following conditions 
are true for a gents on on-request splits or skills.
nIf an agent goes into AI or MI work mode, but there are no calls in the 
queue, the agent is placed at the b ottom of the MIA queue, at the bottom 
of their skill type in the EAD queue, or is made available in the DDC 
queue.
nAgents must select AI or MI work mode for each new ACD call the agent 
wants to take while a call is on hold.
nThe agent can take additional ACD calls as long as there is an available 
line appearance.
On Request MCH is useful in situations where an agent may need to wait for 
information and so can elect to take another ACD call while the first call is placed 
on hold. It is also useful in conjunction with a feature such as VuStats, where the 
agent can determine that the queue for a split is too full and elect to take 
a d ditional calls.
One Forced
With this option, an agent who is idle or is active on a non-ACD call will b e 
automatically interrupted with a single ACD call from this split or skill when:
nThe agent is in Manual-in or Auto-in work mo de
nThe agent is the most idle or next available
nNo other ACD call for any of the agent’s sp lits or skills are alerting, active 
or held
nAn unrestricted line appearance is available